Customer and Enterprise Services (CES): Whole System Transformation

The Customer and Enterprises Services Division (“CES”) of a Fortune 100 company transformed the experiences of its clients, the internal satisfaction of its talent, and its fortunes by transforming all of its systems, including its talent management systems: It assessed each system that comprises its business, changed how those systems worked, and aligned each system with an over-arching and empowering vision. CES accomplished this change through an organization development process that emphasizes vision and values and strong leadership that created the transformation. Today, the talent in CES is more engaged, efficient, and happy; and CES is more productive and profitable.