Excel London
The Challenge
Despite significant commercial success, Excel's leadership team recognised their culture had been somewhat neglected and engagement was suffering. Pockets of cynicism existed and cross-functional relationships needed improvement. This risked impacting their key competitive differentiator - fantastic customer experience.
What We Did
We listened through in-depth organisational research, offering all employees focus groups, questionnaires and one-to-one interviews. We diagnosed the cultural issues and developed a new purpose and framework of values through collaborative processes. We implemented employee-led task forces, upskilled change agents, and created ongoing communications to demonstrate progress and accountability.
The Change Experience
"We're now better at anticipating problems and dealing with them" - instead of being reactive and defensive, people felt more confident and proactive in their roles.
Business Results
Within 12 months: 27% increase in information sharing, 24% increase in trust between teams, 23% increase in morale. Positive shifts continued for three years, with sustained improvements in employee engagement and satisfaction.
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