Situation
A Fortune 100 technology company was transforming a major enterprise services and support business for the AI era. AI was reshaping how customers expected to receive support, customers increasingly wanted outcomes rather than hours-based services, and the business needed a more scalable way to reach customers through its partner network.
As leadership set the strategy for the new fiscal year, the challenge was to bring these shifts together with the business’s growth priorities and roadmap in one clear story. The GM needed a narrative that could align senior leaders across sales, finance, delivery, and engineering around where the business was headed and why.
Action
Keenan Reid partnered closely with the GM and Chief of Staff to turn the strategy into a clear executive narrative.
As part of this work, we:
- Synthesized strategic inputs from across the business into a single storyline connecting market shifts to the need for transformation.
- Articulated three strategic pivots: creating AI-first support experiences, shifting from hours-based services to customer outcomes, and modernizing the partner model to reach more customers.
- Connected the strategy to growth priorities, financial targets, and the annual roadmap, showing how the vision would translate into action.
- Developed the executive presentation and talk track for the GM to share the strategy with stakeholders across the enterprise.
Results
The narrative became the foundation for the organization’s annual strategy meeting, where the GM aligned more than 100 senior leaders around the business transformation and priorities for the year ahead.
Leaders across sales, finance, delivery, engineering, and other functions left with a shared understanding of why the business needed to change, where it was going, and how it planned to get there.
