Facilitating collaborative, cross-functional decision-making
We co-designed and facilitated a series of leadership meetings
for a major airline in which cross-functional teams came together
to make key customer experience decisions
What we did:
We collaborated with a core team of customer experience leaders to design tools for engaging a large group of stakeholders in cross-functional decision-making and planning across a series of workshops.
Key factors in our design were:
Ensuring everyone was heard and could participate fully
Creating ‘artifacts’ that would capture ideas and decisions
Establishing useful guardrails for discussion
Holding the whole team accountable to commit to decisions made in the session.
What they got:
In addition to co-designing the exercises for this series of workshops, we:
Facilitated the half- and full-day sessions
Documented the exercises
Provided summaries of each of the workshops, as well as our own observations and recommendations for next steps.
The team continues to work the process, and planning is well underway, and the participants walked away feeling greater clarity and accountability to an actionable plan.