Moment of Truth: Go Live or Go Bust
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Last week, I was working with a client preparing for a major Go Live- replatforming onto a new service management tool and switching to a new Managed Services Provider. We were just weeks away from the big day, but I could already tell there were cracks forming beneath the surface. One consultant had started slipping on deliverables, leaving the client testing and retesting in production. Project management felt more like project suggestion, with milestones left unchecked. And the Go Live week itself? Loosely defined, with no tangible plan from either vendor. That’s when it hit me again: the devil really is in the details.
Go Lives are where heroes are made, or undone, in a matter of hours. You cannot wing it. You have to work backwards from your target state, detailing every handoff, test plan, and contingency. Assign owners, track issues in one shared list, and get visibility at the right levels. Most importantly, simulate the real day before it happens. Because when customers first log into your portal, that is the moment they decide whether your launch is a success story or a support nightmare. Was it intuitive? Did it work without instruction? Did your agents sound ready, confident, and equipped, or were they drowning in scripts and endless holds?
The truth is, Go Lives are not a date on a calendar. They are a reflection of how well you prepared your people, your partners, and your processes. Hero-worthy Go Lives happen when teams obsess over the small things that make the big moments seamless.
Call to action: If you want a Go Live that earns applause, not apologies, start rehearsing before the curtain rises. Define every role, walk through every scenario, and fix every friction point. The smoother the debut, the stronger the trust that follows.
What's something you've noticed that really could use improvement in how you deliver go lives? Tell me about it, let's learn together. And maybe I can help!
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“If you don’t have time to do it right, you’ll have to find time to do it over.” – John Wooden | | | | |
Plan the Work, Work the Plan
1. Rehearse the day.
Do a full dry run from every angle—customer, agent, and tech. Catch cracks before they show.
2. Own the details.
Every task needs a name next to it. Visibility builds accountability, and confidence follows.
3. Fix it Fridays.
Block one hour weekly for small but mighty fixes. It’s the difference between chaos and calm come Go Live day.
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I thrive on hearing keynotes, especially from seasoned professionals who speak from the heart. That is precisely why I love going to conferences, big and small. Hearing different viewpoints and getting clear, concise messages is priceless. This year’s keynotes at Gartner Symposium didn’t disappoint, but Angela Ahrendts’ message resonated most deeply with me.
She reminded us that in a world racing toward artificial intelligence, our real advantage lies in emotional intelligence. Her framework of yesterday, today, and tomorrow was a grounding reminder that progress does not mean abandoning our roots. The past gives us purpose, the present gives us connection, and the future gives us direction. The way she wove humility, curiosity, and courage together felt more like a life lesson than a leadership lecture.
What I loved most was her challenge to lead with humanity, humility, and heart. That is how innovation becomes meaningful. It is not about knowing all the answers, but about asking better questions, listening deeply, and creating space for others to shine. That is the kind of leadership the future needs, and the kind I will always strive for.
“We’re only going to win if we lead with humility, humanity, and heart.”
“The higher up you go, the more present you need to be.”
“Great companies don’t cost-cut their way to prosperity. They lift people and build impact.”
Because when we lead with heart, technology follows our example. Tell me, did this message resonate with you? How would you interpret this in your current or future environment? Write to me, and if you need ideas, let's brainstorm together!
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Catch me Live Hosting this Digital Dialogue!
Humanizing AI: Real-World Playbook for Change
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As AI rushes into every corner of work, one question matters most: who is this technology for, and how does it truly serve people?
Digital Dialogue brings together practitioners, thinkers, and leaders who are doing more than deploying AI, they’re humanizing it.
You’ll leave with practical questions to challenge your roadmap, sharper ways to frame decisions, and new ideas for building human-aware, human-centered, and human-amplifying systems.
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Leveraging AI- A must-listen to Podcast!
Ok, I'm a bit biased because Isar used Marvel and a project his kid was working on for this use case...but, it is quite brilliant still, how deep and complete he could get it little to no time.
Episode 234: From initial idea to Business Clarity: How AI Transforms research, visualizes insights, and enables data-driven decision making
Listen to Episode!
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Inspiration Corner
Creativity is born at Home
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While walking through my neighborhood this week, I found myself admiring the Halloween decorations. There were the usual blow-up figures, oversized dragons, scarecrows, and a sea of glowing pumpkins. I’ve learned that the homes with the most decorations usually hand out the best candy, a trick every seasoned trick-or-treating mom knows well.
But one house stopped me in my tracks. It wasn’t the volume of decorations, it was the story they told. Five skeletons, each frozen mid-scene: one riding a bike, one in a ballerina tutu, another perched on a toilet (doing what you’d expect). At the front door stood two “parents” with a crib between them, a baby skeleton tucked under a blanket. It hit me, this wasn’t random. This was their family, re-imagined in bone form. Clever, personal, and just a little creepy.
And then, of course, I thought of Edgar.
Edgar appeared in our house during COVID, a full-size skeleton my son “adopted.” He wasn’t your seasonal decoration. Edgar hung around for months. One day he’d be in my office chair, “working” at my desk. The next, lounging in the living-room armchair. Then dressed in a Marvel jersey at the kitchen island beside my daughter. I even found him once soaking in my bathtub, and another time tucked into my bed wearing my pink eye mask, reading a book.
I couldn’t even be mad. Edgar had personality, and he reminded me that creativity thrives in the spaces we make room for it.
Creativity doesn’t need a workshop or a studio. It starts at home, in the laughter that follows a silly idea, the messy art projects that spill onto the kitchen table, and the driveway chalk that turns gray pavement into a masterpiece. When we give imagination permission to roam, it does.
So next time you’re out admiring Halloween displays, look closer. You’re not just seeing decorations, you’re seeing the minds that made them. Because creativity isn’t taught. It’s nurtured, right where we live.
What's the most creative project you've worked on at home? At work? In general? Tell me about it! Oh... and HAPPY HALLOWEEN!
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ADVISORY SERVICES
By the way, Norvana is here to help you and other companies who want to curate an excellent customer experience, with each and every moment of truth. Whether it is designing different experience channels (portals, chatbot, email, phone) or ironing out wrinkles in the processes, we're there for you. And most of all, we're there for the PEOPLE part, with skills assessments, mentoring /coaching, and organizational change management for you along that long journey on CX.
Click case studies to learn of successful CX implementations delivered.
Click testimonials to hear how customers experienced this journey.
| Let's chat! Book a call/meeting with Nora and explore the possibilities! | | |
COACHING
Whether you're on a corporate or individual journey of transformation, let us help you get there with grace! Norvana offers practical leadership coaching to help you get clarity and consistency in your approach to growth. Work with Nora on developing your personal strategy, with her by your side as an accountability partner!
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SPEAKING
Need more inspiration? Hire Nora to deliver an awesome keynote or motivational speech to your group or corporate team. Nora knows how to simplify the most complex concepts and delivers ideas in ways that resonate with your audience.
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