Imagine all of the company executives standing arm in arm pretending to be a six-headed beast — while improvising a conversation with an invisible employee one word at a time. It’s not the leadership training program most companies envision. For Cigna, the global health insurance services company, it is a key component of a change management strategy to help leaders become more customer-centric.
“This process is all about storytelling,” said Karen Kocher, Cigna’s chief learning officer. “We realized that if we wanted to develop a more customer-focused culture, we needed leaders to be able to connect with employees and external stakeholders in more engaging and flexible ways.”