September Newsletter: Bridging the Gap Between Strategy and Execution

In large-scale transformation efforts, one of the biggest challenges organizations face is the limited visibility into what’s truly happening in the day-to-day work at scale.

Bold strategies are set in motion, but without well-defined KPIs to measure what workers are facing in the context of their daily work, it’s not just difficult to assess whether real progress is being made (or why progress is stalling or moving slowly) — it becomes impossible to hold strategy executors (e.g., consultants, managers, etc.) accountable for the results.

This is where FOUNT makes a difference.

We don't just gather feedback; we deploy measures designed to quantify the friction employees face within the actual flow of work. By identifying and quantifying experience gaps (i.e., friction points), we ensure that changes stemming from big transformations are not only implemented, but refined and improved with worker voice, delivering tangible results across the organization.

If you’re curious about how this plays out in practice, our Platform Page just got a refresh.

GUEST POSTS:

Beyond Best Practices: Designing for Seamless Integration in Digital Transformations

By Isabella Kosch

Isabella Kosch is a customer experience executive and in her past role was the Head of GBS Service Management at Swarovski. A former member of ServiceNow’s Product Advisory Council, she has successfully led complex change management programs, aligning technology with a human-centric approach.

In her piece, Isabella challenges us to think differently about digital integration - to move beyond “best practices” and design for seamless, human-centric transformation.

📖 Read Isabella’s post

Internal Customer/Worker Experience KPIs as the Ultimate Leading Indicator

By Stephanie Denino

Stephanie Denino is Managing Director at TI People, where she leads initiatives focused on improving and transforming people experience of work. With over 15 years of experience, Stephanie previously spent 6 years building Accenture's Global Employee Experience team. She specializes in reducing work friction to improve critical work experiences and evolving how organizations operate to be experience centric. 

Drawing from her experience, Stephanie makes a compelling case for using these Worker Experience KPIs to measure the real impact of change - where it matters most - and how they can guide organizations toward better outcomes.

📖 Read Stephanie’s post

FOUNT ARTICLES:

Explore our latest articles on the practical challenges organizations face during digital transformations, and how human-centric data on work can inform better decision-making.

Trying to Embrace AI Tools? Don’t Forget to Listen to the Voice of the Worker

The impact and performance of generative AI projects are notoriously difficult to measure. But paying close attention to how your employees interact with them can help. In fact, the voice of the worker could be one of the most important factors you consider as you undertake a new AI implementation. After all, if employees don’t feel like the solution in question is addressing their real pain points, your AI project just might end up DOA. Read this blog

The Value – And Risk – of “Bottom-Up” Digital Transformations

Top-down digital transformations were once (and for many companies, still are) the standard. But a generative AI implementation is a different animal that requires a different approach – a bottom-up approach.  A bottom-up approach puts the transformation in your employees’ hands – and that’s the right way to go for GenAI. Of course, if the tool or solution doesn’t have a positive impact on their work, your employees won’t use it. And once they’ve made that choice, your project is doomed. Find out how to measure the right things so your bottom-up transformation doesn’t go sideways. Read this blog

5 Questions to Ask Before Implementing a New AI Tool (They’re Not What You Think)

There are plenty of questions to ask about a new AI tool. What are the specs? How will it integrate with our current systems? What kinds of benefits can we expect? But far more important are the questions business leaders should be asking before they get to the point of comparing features. Finding out how AI will impact your people and processes will go a long way to determining the success or failure of your project. Read this blog

WHAT WE ARE READING:

• David Rogers Group David Rogers, Author of The Digital Transformation Roadmap. Rogers explores how organizations can continuously adapt their strategies in a fast-changing business landscape. Find the book on Amazon
• Tiffani Bova Author of The Experience Mindset – highlights the importance of aligning employee experience with business strategy. Catch her on the Lancefield on the Line podcast. Visit Tiffani’s website
• Bank for International Settlements – BIS Generative AI and Labor Productivity: A Field Experiment on Coding. This study examines the impact of generative AI tools, like Ant Group's CodeFuse, on coding productivity. Read the study

WHERE CAN YOU MEET US IN PERSON:

We’ll be at the Digital Transformation Conference in London this November, co-located with the AI in Business Conference.

Come meet Tom Folley , who will be representing FOUNT Global, Inc. and discussing all things transformation.

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