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Why HR needs to play a bigger role in ‘agitating’ for change
- HR’s mandate of leveraging change management will become increasingly crucial to weather rapid advancements in technologies and a new, shifting ways of working. HR must be vocal in implementing change management to ensure its success. A key factor in HR-led change efforts is to ensure that leadership and the entire workforce are on the same journey. American Express’ success, which boosted revenue by 40%, is largely attributed to the relationships built on trust among its employees and a successful, omnichannel employee listening strategy. As AI continues to shape the business landscape, HR must stay agile and prepare organizations to be ready for change, rather than fearful.
- Monique Herena, Chief Colleague Experience Officer of American Express, says that HR has to be a vocal change leader to ensure the success of change management.
- Herena states HR executives need to respect a company’s history while driving change. By building on this history, HR can innovate to remain agile and competitive against other companies.
- Herena’s success at leading change management has come from ensuring that leadership and staff are on the same journey to create a successful vision.
- HR leadership’s success relies on exploring hesitations to ensure everyone is following the same journey. HR must consider various perspectives and understand the hesitations to better explain why change is necessary for the business and how everyone can contribute.
- American Express attributes its recent 40% revenue growth in 2021-2023 to the relationships and trust enjoys between employees, and a successful, omnichannel employee listening strategy.
- American Express prepares for the expansion of AI in the business landscape in an environment which is interesting for the upcoming year of 2025. HR will need to be agile and ready for the potential changes AI will bring.
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