GROW How You Make In the next normal, your transformation office will help bring your vision and strategy to life. Establish a V2MOM to drive alignment around that Decisions strategy. V2MOM stands for vision, values, methods, obstacles, and measures, and it’s a valuable way to make sure key milestones are actually hit on your journey to high-impact change. Establish next-normal Define the target digital Continuously sense change transformation office. operating model. and respond with agility. Create an Office of Transformation and Align IT and the business around the target Define and instrument a business V2MOM to drive corporate alignment digital operating model that will bring the performance matrix to enable a complete around the next-normal strategy. CEO vision to life. view of business across every product, region, and customer segment. Publish a CEO-level transformation vision Create a single enterprise digital to align everyone on the mission and governance model that underpins the digital Define and instrument next-normal overall target outcomes for transformation. operating model. KPIs around the customer, employee, and ecosystem experience. Audit and reimagine priority customer Unlock the value of data through a “build and partner experiences to increase once, reuse infinitely” API network model. Augment sense and respond capabilities relevance, simplicity, and speed. to extract insights from customer advisory Automate decision-making for greater speed, boards, NPS and surveys, customer value Build business cases for high-impact especially for known work patterns. data, and other sources. change across customer experience, new ways of working, and core operations. Extend data and insights to suppliers, partners, and broader ecosystem. The COVID-19 Response Playbook | 28