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SupportWorld Live - Schedule Viewer

Covering critical topics across the entire service and support industry and serving the full range of professional needs (from senior management through to the frontline), SupportWorld Live gives you several days in a welcoming, energetic community to focus solely on delivering smarter service and better business outcomes.

Click on session titles for full session descriptions. All times noted are in PT.

Session 607: Organizational Change Management: From Planning in the Huddle to Executing on the Field

Jason Wischer  (Founder, 1WISCH)

Location: Grand Ballroom 111

Date: Thursday, May 19

Time: 4:15 pm - 5:15 pm

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass - Get your pass now!

Track : Pursuing Service Excellence, Modernizing Service Management

Session Type: Session

Vault Recording: TBD

Audience Level: All

Organizational change management (OCM) is an essential part of any important project or change initiative. Maybe OCM isn’t a priority at your organization; maybe it is, but you want to improve your organization’s approach. This is a must-attend session! We will explore the key phases of planning your communications, training, and enablement components of your OCM strategy, and how to effectively prepare your core project team to ensure these success factors will help the project succeed. Then, we’ll walk through a framework for tracking execution, and discuss how you can use the Agile methodology to incorporate stakeholder feedback and lessons learned in a continuous improvement loop. Before taking what you learned back to your day job, we’ll conduct an exercise to apply the concepts covered in this session, and you’ll prepare a roadmap for moving from where you are now to where you want to be.


Attendees will learn about:

  • The importance of including OCM planning as a key phase of delivering successful technology projects
  • Strategies to achieve better adoption and address resistance within stakeholder groups
  • Actionable insights you can implement with your team to help adoption efforts with your projects