Do your employees ask, “How will this impact our customers?” as part of their project work? Whether your project is big or small, agile or waterfall, creating a recommendable customer experience should play an important role in the planning and execution of any project.

During this session, Merri Melvin and Kim Cihunka from Lincoln Financial Group’s Group Protection business will present a case study about how to embed culture change into your business and how to integrate the customer into BA activities within your projects. In 2015, LFG embarked on a mission to bring the customer into the center of their business in a way that would refocus how every part of the business delivered for the customer. After listening to customers through a variety of channels, they developed a set of key principles to guide overall customer delivery throughout the organization, but the real challenge was getting all of the teams to buy-in, especially the teams that were not customer-facing. Throughout 2016, LFG implemented a strategy to embed these key principles into the business which included setting customer focused criteria for their projects. During the session, Merri and Kim will walk you through Lincoln Financial Group’s customer centric journey, their successes along the way and lessons they are still learning.

Learning Objectives:

• Share Lincoln's Customer Centricity Journey
• Hear about what we did that was successful and what we are still learning
• Learn how we are integrating our customer into BA activities within projects