Success Stories

For over 30 years we have observed the power and joy of human connection that allows organizations to achieve more with less time, money, and stress. Learn more about the difference our clients are proud to make and the stories of our work together to unlock their success.

Success Stories

Impactful Client Journeys

Their Challenge

Presbyterian Healthcare Services (PHS) had been working to improve the patient and member experience for many years with variable success; it was faced with renewed urgency to improve the customer experience in order to achieve their mission-critical goals with visible end results.

The risks were also growing with public transparency of performance and potential associated payment reductions. PHS leaders recognized that in order to significantly move the needle, they needed to connect with people’s hearts and minds.

Our Approach

If the solution were merely a clinical or business challenge, they wouldn’t have needed us, but they knew they had to go deeper, and engaged Conversant to guide more comprehensive change leadership. Our relationship with them began by meeting them where they were, taking stock of their organization as a unique ecosystem, and wrapping our expertise around their specific needs.

We began pouring over mountains of data and feedback that had already been collected from patients and members. This data was distilled into a ‘voice of the customer,’ which served as the basis for the work to come. We held workshops with the top 100 executives to help them understand what customers were asking for and create an aligned set of guiding commitments.

Our crowning achievement for PHS was this set of commitments to the customer, coined The Presbyterian Promise. Once The Promise was created, we learned that workforce members were confused with several sets of expectations and absence of clarity about what was relevant now. To address this we conducted a “clean the closet” activity where the leadership team reviewed past cultural icons and values to determine which ones would stay or go based on their alignment. Thanks to the clarity of The Promise, the task was easy, proving that The Presbyterian Promise was more than just nice words on a page. It serves as a filter and way to examine old ideas and ensure they helped achieve The Promise. By August of 2016, PHS advanced to a place where The Promise became part of their vision document and reaffirmed CARES Commitments- their refined values.

The Promise was designed to build PHS leader capacity to host conversations, align colleagues and help them move forward to deliver The Promise. To work, it had to resonate with its 10,000 employees and not be viewed as the “idea of the month.” We were asking the workforce to engage differently with their work, and we wanted to reach each person at the level of meaning and purpose. We needed to “do with” and not “do to” or “tell.” Instead of just presenting The Promise, meetings were designed so that each person got involved in the conversation. Leaders were supported with a cadre of facilitators to deliver conversations to over 9,000 employees through 700 collaborative leadership development sessions. Throughout the organization, we asked, “why does your work matter?” Employees became even more engaged and inspired to care for patients in a way that demonstrated the power of The Promise.

The Impact

  • PHS has seen progress in its mission-critical goal of improving the patient and member experience in the hospitals and health plan.
  • The nature of conversations within the organization has changed. Leaders are focused on facts, finding intersections in difficult conversations, and asking, “what is it time for now?” Awareness of presence, learning to listen and the impact of leader behaviors on the environment are forefront.
  • The method and approach have contributed to tangible improvements in workforce engagement. In fact, subsequent work in deploying strategy has utilized the approach and methods.
  • Capacity has been built inside the management team in using appreciative coaching skills.

Their Challenge Presbyterian Healthcare Services (PHS) had been working to improve the patient and member experience for many years with variable success; it was faced with renewed urgency to improve the customer experience in order to achieve their mission-critical goals with visible end results. The risks were also growing with public transparency of performance and […]

Their Challenge

Stretching 3,000 miles and weaving through 31 states, the Mississippi River is a lifeblood of commerce, community, recreation, and transportation, and its health and sustainability are profoundly vital to millions. In 2014, key leaders from a variety of sectors came together to share perspectives and discuss the care and management of this crucial resource, and Conversant led the way.

Big River, Big Challenges: With stakeholders having passionate and sometimes opposing views, we needed to design conversations and programs that were innovative, engaging, and sensitive to varying perspectives.

Our Approach

To support the multigroup collaboration required for stakeholders throughout the Mississippi River basin, we developed a 2½ day event focused on action. We brought leaders and influencers together and created meaningful conversations designed to lead to impactful outcomes. The event was organized to build on its own momentum, and the learnings in early sessions helped inform and evolve the narrative later on. We created a movie and other inspirational materials to rally participants around a shared purpose. We presented within groups as well as organized Ted Talks to drive excitement.

The Impact

We created an environment of curiosity where people were free to share, discover, and work together. By interacting with others outside their respective spheres of influence, participants had conversations that would otherwise not have been possible. Disparate points of view united to create a shared understanding, and real, tangible next steps were developed and executed. Storytelling was finessed to be more impactful and inspirational, and the event was published in major newspapers across the country. We created a metric to quantify the collaboration that took place, and we taught participants how to sustain and measure the effectiveness of ongoing strategic plans.

Their Challenge Stretching 3,000 miles and weaving through 31 states, the Mississippi River is a lifeblood of commerce, community, recreation, and transportation, and its health and sustainability are profoundly vital to millions. In 2014, key leaders from a variety of sectors came together to share perspectives and discuss the care and management of this crucial […]

Their Challenge

Lexicon, an important steel industry  company, had been led by a charismatic, autocratic founder for decades, who stepped down due to health. The new CEO felt that attracting and retaining talented people was important to the organization’s future and recognized that new generations were not responsive to the Lexicon history of autocratic, “When I say jump, just ask how high” management.

The CEO also felt that innovation is key to their future success. The CEO was out to establish his credibility and that of his leadership team because some of the executives were approaching retirement and were soon to be replaced.

Our Approach

Conversant interviewed the executive team members and their direct reports to understand their purposes, concerns and circumstances. We worked with the CEO and 30 influential colleagues to develop a Strategy Story that became the basis for communication, engagement and strategy implementation across the entire company.

To improve team performance and ongoing leadership development, we worked with the Executive Team to develop succession plans by having the close-to-retirement leaders mentor successors. With our DecisionStyles assessment, executives and their direct reports coordinated their talents to improve alignment and execution. 

The Impact

  • The CEO said, “Conversant came to us just in time. We are communicating better, we are more aligned, decisions are better understood. Our new strategic imperatives are clear and well-supported and relationships with our people, the quality of our work and our safety record are all better than ever.”
  • In 2020, in the midst of the health and economic breakdowns due to the COVID-19 crisis, Lexicon, Inc had the most successful revenue and profit year in its history.
  • In the wake of a charismatic founder, the new CEO has established himself as an admired, trusted leader for the next era of Lexicon success. 

Their Challenge Lexicon, an important steel industry company, had been led by a charismatic, autocratic founder for decades, who stepped down due to health. The new CEO felt that attracting and retaining talented people was important to the organization’s future and recognized that new generations were not responsive to the Lexicon history of autocratic, “When […]

Their Challenge

A global manufacturer of specialty chemicals and ingredients realized that in order to differentiate themselves in the market and grow in line with their goals, they needed to shift from a product-focused strategy and become more customer-centric. This new strategy required a company-wide change in mindset. While the organization could internally manage the technical and structural changes to their business, they needed a partner to help systematically shift behavior across all levels and functions of the organization to be consistent and aligned with customer needs.

Conversant partnered with the organization to implement the cultural side of their transformation, starting with translating the desired culture into discrete actions at the individual level so that every employee could understand the impact of their work in customer experience. 

Our Approach

Senior leadership knew their strategic objective but they needed to define the organizational commitments, leadership behaviors, and competencies necessary to support that cultural transformation. Conversant helped the executive team create a “Customer Experience Commitment” –a clear and essential narrative that every employee could understand, demonstrate, and talk about with confidence. 

To kickstart broad engagement in the cultural shift, an Advocate network was formed consisting of 75 key leaders tasked with learning about and practicing the identified behaviors. Weekly virtual meetings over the course of several months kept the behaviors and conversational skills they learned top of mind and supported integration into day-to-day work. Those leaders went on to co-host Catalyst Conversations with Conversant facilitators, engaging a majority of the global workforce in a shared language and understanding of the new culture. 

The Impact

Change leadership requires “caring longer.” To enable leadership to sustain progress, Conversant has slowly transitioned out of a primary role while providing leadership development and coaching support where needed. 

Following Catalyst Conversations and a Global Customer Success Forum, Conversant supported the organization to implement a customized 360 assessment that combined the principles of Connected Leadership with the behaviors defined by the Executive Leadership Team. The 360 assessments served as a sustained measure of the organization’s commitment to its customers and reinforced a lasting cultural shift. Within four years, over half of the organization had received or given formal feedback to their leaders, peers, and direct reports through the lens of customer centricity.

Their Challenge A global manufacturer of specialty chemicals and ingredients realized that in order to differentiate themselves in the market and grow in line with their goals, they needed to shift from a product-focused strategy and become more customer-centric. This new strategy required a company-wide change in mindset. While the organization could internally manage the […]

Recent Stories

Solution

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Leadership Development & Coaching
Team Performance
Strategy Implementation
Change Leadership
Multi-group Collaboration

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Large non-profit
Healthcare
Insurance
Construction
Transportation
Technology
Government
Manufacturing
International
Agriculture
Cooperative
PHS: Rebuilding Trust with The Promise

Their Challenge Presbyterian Healthcare Services (PHS) had been working to improve the patient and member experience for many years with...

Healthcare
Leadership Development & Coaching Change Leadership
Dairy Farmers of America

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Agriculture
Leadership Development & Coaching
Secureworks

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Technology
Leadership Development & Coaching Team Performance Change Leadership Strategy Implementation
America’s Watershed Initiative

Their Challenge Stretching 3,000 miles and weaving through 31 states, the Mississippi River is a lifeblood of commerce, community, recreation,...

Large non-profit
Multi-group Collaboration
Port of Portland

Their Challenge The Port of Portland had traditionally been organized by business unit and the executive team found that departments were...

Transportation
Team Performance Change Leadership
Insurance Group

Their Challenge In 2018, a family of insurance and reinsurance companies across the U.S. and abroad partnered with Conversant to...

Insurance
Leadership Development & Coaching