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Driving change initiatives for an IT MNC

A Case for Simulation Based Learning


The client, headquartered in Hyderabad, is a subsidiary of an American software giant. In India, the client employs 5,000+people and comprises six business units. The Customer Service and Support (CSS) team at the client organization is crucial to business, as the team aims to solidify strong, lifelong relationships with the organization’s customers and partners.

In light of technological advances, and the advent of the Digital Age, the client identified that Digital Transformation and the Cloud would radically alter customer expectations, and the organization implemented changes, to prepare for this disruption. However, frontline managers within the CSS team also had to be change ready, to continue fulfilling their responsibilities effectively. 

The competencies identified by the client to be addressed within the target group were:

  • Change awareness
  • Appreciation of individual responses to change
  • Change readiness
  • Influence to implement change
  • Build cooperation within the team


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