The CX Live!

The CX Live! podcast is an interview-style show for briefing programs and meetings. Our goal is to be your dedicated channel for all things customer experiencer where we ask industry thought leaders the tough questions about building a world-class program. Each month we’ll explore a new topic or trend that impacts customer experience, employee engagement, digitization and more…We’re unfiltered. We’re authentic. We’re having a conversation… join in!

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The CX Live!

The CX Live! Episode 79: From Rattlesnakes to Results: Crafting Change in EBCs with People, Processes and Projects with Keeley Lundquist

November 08, 2024

In this episode, Keeley Lundquist, Founder and Executive Consultant of Lime Group LLC, and Executive Briefing Center Expert/Transformation Leader, formerly of IBM, shares impactful approaches for effectively managing change within organizations. From her ‘Integrated Success Framework’ that focuses on people, processes and projects, to the power of design thinking, Keeley illustrates how briefing professionals can remain agile and address barrier points to drive continuous innovation and transformation. She also introduces our audience to the powerful 5 stage ADKAR model from Prosci for overcoming resistance, ensuring team members are ready to adapt to change.

Highlights

Rattlesnakes - Meet People Where They Are, Build Trust
How Organizations Manage Change - Flywheel vs. Pinball
Design Thinking in EBCs - Collaborative Problem-Solving with Customers
Integrated Success Framework - People, Processes, and Projects
Overcoming Resistance to Change - Introducing ADKAR
Barrier Points - Address the Emotional and Motivational Aspects Early
Future of EBCs - Continuous Innovation and Transformation

Resources

‘Good to Great’, Jim Collins
‘The ADKAR Advantage: Your New Lens for Successful Change’, Karen Ball
prosci.com

Guest Thought Leader

Keeley Lundquist
Founder and Executive Consultant, Lime Group LLC
Executive Briefing Center Expert and Transformation Leader, formerly of IBM

Keeley brings over two decades of expertise in driving strategic change, leadership development, and organizational effectiveness through her consultancy. Keeley’s credentials include Lean Six Sigma and Prosci Change Management, and she’s currently leading a Learning & Development change initiative with a Fortune 100 company. During her 25+ years at IBM, Keeley specialized in EBC transformation, leveraging her expertise in change management, project management, and process improvement.

Over her 25-year career, Keeley spent more than 20 years in the Executive Briefing Center environment, taking on a variety of impactful roles. She began in a Client Enablement role, later transitioning to a position focused on marketing and communications. As a Client Experience Leader at IBM’s Global Solution Center in Dallas, Keeley led efforts to update the physical space and digital content, ultimately earning the center the prestigious ABPM World Class Center Award in 2015. In her final role with IBM, Keeley led Talent Transformation within the Innovation Studio program where she developed a skill strategy for a 250-pers