Customer needs

Gathering, understanding, and using customer data is back on the priority list for brands.

The launch of Boots Media Group unlocks the power of 10.2 million active members for its partners. Its success rests on the creation of experiences that genuinely add value for customers over more personalised digital landfill.

People, Process and Technology are three pillars of change management. In this blog, I am going to look at the process side of change management. Although Process has a considerable overlap with other two aspects, there is still room to look at process in isolation. Borrowing from the simple yet effective model of Lewin, Process can be unfreezed, analysed and repackaged as shown in the below diagram.

Figure 1: Transforming Cube to Cone