As this iconic company experienced unprecedented global growth, leaders recognized they needed a networked and interconnected workforce that was supported by a dynamic, forward-looking culture. Leaders wanted a level of coordination and agility that meant projects could be assigned across continents, according to expertise. To achieve this vision, they needed to find a way to scale innovative, customer-centric behavior across the entire organization.
Leaders identified the organizational goal of becoming “human-fluent,” which means being acutely aware of the diverse and shifting needs of a varied, multinational clientele. Working with the company to activate ExperiencePoint’s enterprise solutions, ExperiencePoint selected and trained more than a hundred innovation ambassadors at departments around the world. Their responsibilities included training their colleagues in human-centered design, supporting daily innovation work, leading innovation sprints, capturing success stories and spreading enthusiasm for innovation.
The global ambassador system has produced dozens of innovative products and cost-cutting mechanisms at different business units. In Europe, a restructuring of internal processes has accounted for $250,000 in savings, and a redesigned bottle-cap has reduced waste while maintaining accessibility. In India, designers created a limited-edition bottle for the celebration of Diwali, that included a blue-tooth enabled cap. The company is now confidently customer-centric, risk-taking and resilient.
