CASE STUDY: REPUTATION SERVICES
Reimagining Services
Members of a data services team came together for a Transformation Workshop to equip a global team with the tools, strategies, and mindset necessary to drive meaningful change within their department.
A small group of employees with cross-functional skills engaged in hands-on activities and collaborative discussions focused on transforming services essential for brand reputation since 1867.
The client is a 200-year-old company, in the process of transforming by leveraging intelligent software, improving customer experiences, attracting talent, ensuring sustainability, and pursuing global expansion. The company’s transformation will integrate heritage with modern practices, creating a competitive advantage through tradition and innovation. It increases resilience, agility, and compliance with laws and regulations. Modernization meets consumer expectations for seamless, personalized experiences, improving satisfaction and loyalty. Streamlining operations cuts costs, making the company more efficient and financially robust.
Analyzing data has always been at the core; however, throughout decades of global acquisitions and changing leadership priorities, employees and customers are forced to use outdated platforms and tools to make meaning out of data, which are increasingly inefficient, complicated to use, and time-consuming. Everyone across the department understands the need to reimagine data services, but how to transform is something that no one has ever been able to define or execute. As VP of Product Management, needed to provide her team with an ambitious and feasible path forward. This is where Jess Lowry, founder of Mindful Studio, came in; working as a partner, she helped Amanda and her team commit to a 3-day intensive workshop agenda that guaranteed successful outcomes.
Mindful Studio workshops are designed to avoid disruption to daily operations. The final strategy incorporates introducing change slowly but continuously for Cision to reach its goals.
“Comms people aren’t trained as data analysts. These are people who are used to crafting words, not reports.”
— Customer Quote
Customer Expectations:
Comms and marketing professionals must leverage trustworthy, relevant, and timely insights that inform the strategy and tactics that enable them to protect and promote their brand's reputation.
3-Day Reimagining Workshop
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Day 1: Understanding Transformation
Agenda: Introduction to Service Transformation
Welcome and Overview: Introduction to the workshop objectives and agenda.
Problem Framing: Understanding the problem.
Case Studies: Reviewing successful transformation stories and lessons learned.
Align on Goals: Establishing clear, achievable goals and key performance indicators (KPIs).
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Day 2: Designing the Change
Agenda: Human-Centered Design
Empathy and Experience: Applying human-centered design principles to transformation.
Process Mapping: Mapping the current and desired future state processes.
Brainstorming Techniques: Generating innovative ideas for achieving transformation goals.
Prioritization Frameworks: Evaluating and prioritizing ideas based on impact and feasibility.
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Day 3: Implementing and Sustaining Change
Agenda: Implementation Roadmap
Vision: Creating a timeline and milestones for the transformation journey.
Monitoring Progress: Establishing mechanisms for tracking progress and measuring success.
Continuous Improvement: Creating feedback loops to refine and improve the transformation efforts continuously.
Sustaining Momentum: Techniques for maintaining momentum and ensuring long-term success.
Jess Lowry, Mindful Studio
“Our goal for a workshop is a clear approach to improvement roadmaps and future-state requirements for continuous transformation.”
Digital Services Portfolio
What existing capabilities could be utilized?
If we pull data from our action-oriented services, could we begin to predict strategy recommendations?
Because Insights, Distribution, and Connect directly impact one another, our research should include reviewing the following services:
Visibility Reports
Connect Database
If we integrate these services, could we enable our customers to track their comms strategy throughout the entire lifecycle? Consequently, we deliver higher value, automated, and intelligent recommendations for our insight customers.
It is only possible to accomplish continuous transformation at scale with software solutions such as intelligent digital workers.
Equipping employees with a digital assistant can free managers to spend time on higher-level thinking instead of trying to coach employees to take on tasks that reduce their job performance and well-being. The digital employee experience (DEX) inherently involves flexible and adaptable digital solutions to help employees overcome the natural tendency to perceive new technology as additional stress that outweighs the potential benefits. AI is a technology that radically reduces manual tasks, copious process training, knowledge management, and wasted time requesting support.
Intelligent software can handle most administrative, data-entry-type tasks, allowing employees to access their higher-level thinking. Reducing the number of tasks an employee needs to complete significantly reduces the change an employee might struggle to adopt within a short timeframe. Machines are excellent at repetitive tasks, and digital employees should be able to assign mundane tasks to tools that do not have an opinion on whether something is tedious or stressful.
Customers Need Industry 4.0 Networked Services
Industry 4.0 generates vast amounts of data through connected devices and systems (this has particularly major implications for the media industry). Continuous transformation involves developing capabilities to analyze and leverage this data for informed decision-making and strategic planning (two requirements to meet customer expectations).
The client must consider the digital employee experience (DEX) to achieve its goals. There is tremendous potential to improve how organizations operate as long as employees are involved in co-creating an ideal future state. Customer professional roles require the client to adapt by taking on an organizational problem they have struggled to solve for centuries. A company with this much historical value has to integrate centuries of tech debt into data. Customers aren’t interested in a bundle of siloed platforms that require downloading data to compile a holistic media data analysis.
“Analysts would benefit from more training and knowledge sharing to improve their efficiency using the already available system.”
— Employee, Media Analyst
Do analysts want more training or something that takes care of the manual, time-consuming tasks?
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Employee Copilot
AI is augmenting human capabilities by providing tools that enhance productivity and efficiency. In creative industries, AI can assist in generating content, leaving more room for human creativity and innovation.
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“Alexa, read me today’s briefing”
AI can process vast amounts of data across media channels faster than humans, identify patterns, and generate transformative insights in data-driven marketing.
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Natural Language Processing
NLP (Natural Language Processing) advancements enable media analysts to perform more sophisticated sentiment analysis. They can analyze textual data to gauge public opinion and sentiment toward brands, content, and events.
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Collaborative Platforms
Network collaborative platforms and digital ecosystems to empower media analysts to collaborate with other departments, such as marketing, sales, and product development, to ensure data-driven decision-making is integrated across the organization.
“By leveraging Industry 4.0 technologies, improving customer experiences, attracting talent, and ensuring sustainability, the client can secure its legacy and continue to thrive.”
— Jess Lowry, Mindful Studio
Ready for a transformative experience that empowers your team to drive meaningful change?
Please reach out for more information or to schedule an initial consultation.