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Project Management

T&H CX > CUSTOMER EXPERIENCE AGENCY > Enablement > Project Management

Deliver CX and transformation initiatives on time and on budget

Talk to us about project management

The Foundation for Adoption

Even the best strategies fail if people don’t adopt them. Change management ensures CX and transformation initiatives are embedded across the organisation — creating alignment, reducing resistance and building confidence.

We design and deliver structured change management that combines communication, training and governance, ensuring change is not just announced but sustained.

Why It Matters

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Without effective change management, organisations often face:

  • Resistance to new systems, processes or ways of working

  • Transformation programs that fail to achieve adoption

  • Leaders struggling to build buy-in across teams

  • Unclear communication creating confusion and frustration

  • Change fatigue that undermines future initiatives

Strong change management creates clarity, engagement and alignment — making transformation stick.

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A trusted partner to Australia’s leading customer-obsessed brands

 

What We Deliver

Change Management Frameworks

Structured approaches tailored to your organisation and transformation.

Communication Planning

Clear, consistent messaging that builds awareness and trust.

Training & Enablement

Capability-building programs to support adoption.

Leadership Alignment

Facilitation and coaching to ensure leaders champion the change.

Our Approach

1. Discover

Assess current culture, readiness and change history.

2. Design

Build change strategies, communication plans and enablement programs.

3. Deliver

Implement, track and adapt change initiatives to ensure sustained adoption.

Our Difference

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Many change programs focus only on communications. We take a holistic approach.

We connect people, systems and processes — aligning leadership, governance and training to ensure change sticks. With senior expertise across CX and organisational transformation, we know how to make complex change practical and sustainable.

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The Value You’ll Gain

  • Stronger adoption of CX and transformation initiatives

  • Reduced resistance and greater engagement from employees

  • Aligned leadership and consistent communication

  • Sustained cultural change that supports long-term growth

  • Greater confidence that change will stick

Types of Engagements

Change Audits

Assess readiness, culture and past change efforts.

Defined Scope Projects

End-to-end change management for specific initiatives.

Embedded

Long-term change management support across transformation programs.

When to Choose This Service

  • Major CX, digital or organisational transformations are planned

  • Teams are resistant to adopting new systems or processes

  • Previous initiatives have failed to embed

  • Leadership alignment or communication is lacking

  • You want confidence that investment in change will deliver ROI

FAQ’S

It’s the structured process of preparing, supporting and enabling employees to adopt change successfully.

Because CX transformations require employees to work in new ways, and adoption is critical to success.

It depends on scope — from weeks for smaller projects to 12+ months for large-scale transformations.

Leadership must own the change, supported by CX, HR and transformation teams.

Through adoption rates, employee engagement, reduced resistance and achievement of business outcomes.

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Tortoise & Hare
Customer Experience Agency

27 - 29 Watt St, Newcastle,
NSW, 2300, Australia
+61 (02) 8667 5310

© 2025 Tortoise & Hare. Tortoise & Hare is a registered trademark and business name of Australian Marketing Initiatives Pty Ltd (ABN 60‍ 169‍ 071‍ 783‍)