The Design Adoption Framework was IBM’s first scalable framework for design-led transformation, adapting its internal model into a comprehensive service offering for global clients. The initiative included a phased engagement model, the Design Adoption Playbook, and sales enablement materials, resulting in successful transformations for clients like AT&T, Edward Jones, and Bancolombia.
Function: Global Business Services
The Genesys Design Thinking collaboration methodology was developed and scaled, company-wide, activating over 5,000 Genesys employees across Explorer, Practitioner, Coach, and Champion levels. This effort transformed the organization’s approach to innovation, embedding a human-centered mindset and creating consistent methodologies that supported its SaaS transformation and market leadership.
Function: Company-wide
The Workforce Engagement Workshops resulted in co-creation of a two-year, user-centered roadmap for Genesys Cloud’s workforce management solutions by conducting in-depth research and collaborative workshops with customers. This initiative addressed key user needs, improving agent satisfaction through scheduling flexibility and empowering supervisors with mobile tools to enhance service level agreements.
Function: Product
The AWS Partnership Marketing Workshops aligned Genesys’ global regions on a unified, customer-focused value proposition for its partnership with AWS by facilitating workshops and co-creating co-selling materials. This effort replaced inconsistent, technical messaging with empathy-driven assets that resonated with key user needs and enabled consistent, cross-regional collaboration.
Function: Marketing
The Quote-to-Cash Project consisted of Facilitated, cross-functional workshops that addressed Genesys’ $20 million monthly revenue delay by identifying and prioritizing solutions for 46 controllable dispute types. This effort aligned teams, improved collaboration, and delivered a clear, human-centered roadmap for reducing disputes and enhancing customer satisfaction.
Function: Finance
The Office Experience Project encompassed extensive research, surveys, interviews, and workshops, designed to understand employee needs for Genesys’ new Raleigh-Durham office. This employee-driven process identified key personas, pain points, and design principles, enabling the real estate team to create a workspace that fosters collaboration, belonging, and productivity.
Function: HR
The Genesys Leadership Day was a facilitated, high-impact workshop conducted with 200 Genesys VPs to align on 10 strategic imperatives spanning eight business functions. Through cross-functional and functional breakout sessions, leaders clarified goals, dependencies, and success metrics, driving alignment and actionable execution of the company’s strategic vision.
Function: Strategy