Case Study: SYKES builds enterprise change management capability with Prosci

SYKES Embraces Change Management to Ensure Success of Vital, Large-Scale Initiatives

SYKES, a global customer service outsourcer, faced the challenge of needing to quickly adapt to market shifts and ensure the success of several large-scale, global initiatives. To address this, they partnered with the vendor Prosci to establish enterprise change management capabilities using their methodology and training services, including a Sponsor Briefing, to win crucial leadership support.

The solution involved a multi-year deployment of the Prosci methodology, which included training hundreds of practitioners in-house and creating a strategic roadmap. This investment paid off significantly, as SYKES increased its change maturity level by over three points and achieved measurable results including a 90% satisfaction rate on a major compliance change and an 8% increase in prepaid sales orders, demonstrating the tangible value Prosci delivered.

SYKES

Susan Hughes

Global Vice President, Strategic Program Management