This session explores how Ericsson embraced a new model of change beyond the usual, moving towards a Change Management 4.0 approach that brings together human-centred design, inclusive co-creation, and technology modernisation in a complex, multinational environment. As we transitioned from a legacy B2C mindset to a B2B model, we needed to become more agile, more customer-focused, and critically, more attuned to the experience of our internal customer: the employee. By shifting from a technology-first to a people-first approach, we not only enhanced platform Net Promoter Score by 47 points in one year, but also laid the foundation for better customer experiences, stronger global collaboration, and future-proofed operational resilience.
• Understanding Change Management 4.0: a flexible, scalable framework that applies across sectors, regions, and transformation types
• How to redesign global HR tools to be more human-centred, intuitive, and aligned to real-world employee needs
• Embedding cultural intelligence and neurodiversity into platform design to de-risk implementation and maximise adoption
• Honouring legacy while enabling change, balancing heritage with innovation in long-standing organizations
• The shift from technology-led deployment to co-creation from the outset- designing before the ink is dry
• Leveraging cloud-based agility to accelerate responsiveness, adaptability and value delivery
• Using employee feedback and Net Promoter Scores to track success and identify areas for continuous improvement
• Practical strategies for building multicultural, cross-functional teams that improve engagement and co-ownership
• Lessons learned from transforming a 'Tool of Doom' into into something more human, what worked, what didn't ....and why
Presentedby
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