© Forrester Research, Inc. All rights reserved. Executive Summary In May 2023, Prophet commissioned Forrester Consulting to explore how firms use human-centricity when designing their transformation initiatives and assess how they are performing. We created a maturity model to assess how firms are incorporating human-centricity into their business strategies and change management practices. Those respondents whose organizations have established transformation initiatives, met projected stakeholder expectations, used human-aligned change management principles (i.e., having a defined vision, clear ownership, and distributed decision rights with growth and innovation driving more relevant customer experiences), and aligned their business strategy around the human are defined as “human-centric.” Those respondents whose organizations scored lower were labeled as “less human-centric.” We found the following: 1. Transformation efforts are driven by an average of three value drivers spanning across multiple business areas. These efforts are vital to future business success and have only become more important in light of recent economic uncertainty. 2. Firms focused on human-centric transformations are more likely to see successful transformation efforts. They are: • 10x more likely to see revenue growth of 20% or higher. • Able to engage employees better and create experiences that delight across all the stakeholders that they impact. • Experience improved levels of innovation, time to market, creative differentiation, and ability to capture new markets with enhanced product offerings. 3. Human-centered transformation strategies are: • Anchored on growth and focused on innovation and creativity to create experiences that delight. • Focused on improving the ability to capture and predict customer needs and employees’ ability to deliver on them. • More likely to consider purposefulness and adaptability as key pillars of culture to engage employees and attract talent. • Led by a C-level transformation owner who leads by example. 4. Less human-centric transformations are more likely to look inward at cost optimization through business efficiency improvements in areas like their day-to-day operations and product innovation departments. 5. Human-centricity acts as the “how” behind successful transformation efforts; without it, less human-centric initiatives struggle to get off the ground. 6. Decision-makers focused on human-centric transformations are investing in their people, improvements to their brands, and partners to keep their stakeholders at the heart of every transformation.
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