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A leading UK DIY retailer wanted to enhance its future customer experience but was faced with growing demand for online services, poor digital processes and a disconnect between its online and in-store offerings. They realized they needed to take a number of steps to address their digital ambitions and that a customer-centric, digital culture and mindset within the wider organization would be pivotal to their success.

To help address the culture element, we ran a series of diagnostic assessments involving a mix of direct engagement with the business, sentiment and data analysis. We used these insights as input into a future state vision established by the senior leadership team and used scientific best practice to incorporate a number of culture interventions (covering value-based performance management, reward and recognition, policy and process reviews, training and a range of behavioral nudges) into the integrated transformation roadmap.

Our recommendations were approved, with the board confident that the work being done in the culture space will improve the return on investment across the multi-year change program for digital and customer experience.

Summary of work

  • Identifying current and target culture through a series of diagnostics, direct engagement with the business and data analysis
  • Using scientific best practice to design and deliver culture interventions
  • Providing recommendations to enable a multi-year digital and customer experience transformation program