Doug's Digital Transformation Journey: Culture and Employee Engagement

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The sales departments saw the most change, which Doug and B|G attempted to facilitate with great respect and attentiveness. One of the benefits from recent change that the sales associates received was a standardized data dashboard that showed their top customers, tasks for the week, and opportunities to pursue further. This data would help the associates and their managers gain insight into the customers that should be contacted soonest.

Some employees in the sales departments were not happy about the changes being made and their need to use Zarro in greater detail. Michael, a Senior Level Sales Associate in Annuities with over a decade of experience at WealthArrow, did not see the point in collecting and maintaining this data. In his opinion, most of the data he had received from prospects over the years was immaterial, so logging it would be a waste of time. Did his leaders not trust that he had an understanding of his book of business? Doug and B|G explained the importance of such data to Michael, highlighting how it would slowly but surely contribute to his ability to effectively serve existing customers and bring in more leads. This, of course, would lead to more commission for Michael, and he liked the sound of that! This was just one example the importance of emphasis on culture and employee engagement to create a better data culture at WealthArrow.

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