2018 LEAD AWARD WINNERS
executed, the challenges we face,
and the perception of CA with our
ETeam Video: It is important to
inspire participants to apply what
they learned back on the job. To
achieve this goal, during the first
in-person session, which is the
mid-point of the program experience,
a montage video including messages
from each ETeam member, and the
VP of Talent Development, reinforces
the program themes through
inspirational messages that connect
to program content experienced over
the three-day session.
Reading Assignments: Reading
business books has always been an
integral part of the LDP. More than
ever, leaders face the challenge of
staying abreast of current businessrelated
information. We partner with
getAbstract; a leading online media
company that provides participants
with access to compressed,
relevant knowledge to drive
innovation and help solve everyday
business problems with accuracy
and efficiency. The getAbstract
platform offers a time-saving and
highly intuitive solution that helps
keep participants ahead of the
competition. This will be used for
various assignments throughout the
nine-month program we expanded
our licenses to include LDP Alumni.
New Books: Two new books were
added to the reading assignments
that reflect our internal organizational
challenges as indicated in the
leadership capability audit findings.
One of the challenges identified
is Change Leadership. Therefore,
reading Leading Through Continuous
Change: Navigating Churn in the
Real World by Bill Passmore is an
assignment for all participants.
Making Conflict Work: Harnessing
the Power of Disagreement by
Peter T. Coleman offers content
and techniques that aligns with
higher level roles in an organization.
Exposing the participants to this
content will generate engaging
discussions and ultimately help to
create a positive ripple effect in the
organization to be better positioned
to address the challenges at CA.
Customer Experience: Every point
in a customer journey is critical
to driving a positive customer
experience which means every single
employee must deliver incredible
customer experience, every time.
Whether employees are internal
facing or customer facing, customer
experience is everyone’s business.
According to the Temkin Group
report, Employee Engagement
Benchmark Study 2015, companies
who lead in customer experience
have 50% more engaged employees.
CX resources integrated in
the Leadership Development
●● Business Simulation materials
to include business initiatives,
leadership challenges, and KPIs
aligned to making customer
experience a competitive
advantage; specifically, with focus
on product quality and driving the
MTTR (Mean Time to Resolution)
●● Customer Always Education
●● Recording of Customer Success
General Manager talking to the
●● Content focused on What is
●● Success – Degree to which
customers can accomplish
●● Effort – The difficulty or ease in
accomplishing their goals.
●● Emotion – How the interaction
makes customers feel.
●● Internal CX Resources,
Suggestion Box, Net Promoter
Philanthropic Activities: Being
socially-aware is part of the DNA
of CA Technologies. We know
that making a difference in our
communities, matters. The large
LDP audience of 650 coupled with
local Alumni will have an opportunity
to contribute their time during a
coordinated philanthropic activity
at each in-person session location.
Participants and Alumni will partner
together to assemble backpacks with
school supplies for STEM students
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