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The Modern Customer Podcast is a show exploring the intersection of customer experience, social customer service and content. We will also dive into related leadership topics. The show is hosted by Forbes contributor and customer experience strategist Blake Morgan and features guests that include practitioners, authors, influencers and other tastemakers.
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Now displaying: Page 1
Sep 5, 2019

Instead of just being employees, Honeywell employees are now considered Future Shapers. It’s part of the company’s digital transformation and move to create a smart, convenient future for its customers. Future Shapers are dreamers and doers. As Ken Stacherski, Honeywell’s VP Enterprise Transformation, shared, the company’s internal motto is “The future is what we make it.” With those words in mind, Future Shapers are transforming Honeywell inside and outside for their customers.  

The move towards Future Shapers starts with Honeywell employees who make the future a reality. Stacherski said that as the new initiative took hold, a storm of energy went through the company because employees were so excited to embrace the concept and create the future. They wanted to work for a company that rewarded risks and innovation.

Future Shapers extends from employees to more widespread digitization efforts. Honeywell’s digital transformation helps connect the dots across its 35 business enterprises to build more efficient processes and systems internally and externally. By streamlining things internally, Honeywell can also offer its B2B customers more streamlined services. The goal is to create a forward-thinking and connected company that is easy to do business with.

Stacherski shared Honeywell’s three focuses as it expands digitization:

  1. Differentiated customer experience. Honeywell aims to interact with customers consistently through the buying cycle. That means creating consistent experiences starting with digital awareness and moving all the way to after-market support.
  2. Data-driven decisions. Honeywell hopes to standardize processes with strict data governance and a coherent IT structure. With a solid and consistent data framework, it can make informed, timely decisions for employees and customers.
  3. Operational efficiency. By cutting through red tape and replacing outdated systems with more efficient models, Honeywell can work more accurately and provide a better experience for customers.

The three goals show the shifting power towards customers. As Future Shapers work to define the future, they are expanding Honeywell’s customer-centric culture and connecting with customers from end-to-end touchpoints.

In the future, Honeywell hopes to continue on its digital transformation path. The Future Shapers initiative puts the company on the cutting edge of new technology and empowers employees to create the future instead of being disrupted by it. Focusing on customers and driving innovation creates a powerful company that could transform how companies do business.

 

 

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