ICON Client Experience

ICON began coaching SAFe® and DevOps at MetLife in 2018 and supported Regional Strategy for MetLife Latin America, including all 33 countries in the subcontinent and 20M MetLife customers across the regions.

ICON: contributed to the framework to continually improve Next Horizon MetLife Products and Services to grow MetLife consumer footprint by 33% (6M new customers in 12 quarters); shaped VP+ leaders Lean Mentality around reduction of customer acquisition costs by 20% within 4 quarters by adopting a SAFe® approach for business execution; coached 48 leaders from Mexico, Argentina, Chile, Brazil and Columbia on Agile Adoption Techniques and rolling out disciplined Agile Business thinking across their $7B portfolio.

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FIS engaged ICON in the Fall of 2019 to support an assessment for their Banking Solution Business and Next Gen products, as well as to provide fulltime SAFe® coaches for FIS Global API Strategy and Data Intelligence Center. Since the middle of 2020 and beyond, ICON Transformation coaches have focused on Business Agility using SAFe 5.0 across the unified enterprise, enabling and growing Agile Product Management, Agile Architecture, DevOps, Lean Portfolio Management and Finance, Lean Agile Leadership, and Organizational Agility as part of overall transformation strategy.

• Designed an LPM cadence in Data Intelligence for Business Leaders and Architects to see the status of their initiatives and evolving Platform.
• Supported an important decisions to go forward on scope in Data Intelligence, including key leadership changes, and met their 1st go-live commitment.
• Conducted 1st remote PI Planning event with 180 geographically dispersed people and teams.
• Expert Business Agility and DevOps coaching to help level-set the leaders in each area of the enterprise.

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First Command Financial Services and its subsidiaries coach our Nation's military families in their pursuit of financial security. First Command first engaged ICON in the Summer of 2019 with a Agile and DevOps Assessment, followed by Adaptive Leadership training and coaching to the C-Suite. Under the guidance of ICON Coaches, First Command's current initiatives include a full Business Agility transformation including HR, Finance and Marketing. All are leaning in to support the entire organization in adopting Lean-Agile behaviors.

• Implemented SAFe® across the organization, for Teams, Trains, and Leadership, with multiple SAFee® coaches. ICON has led First Command through four Program Increment (PI) planning sessions to date and have launched multiple Agile Release Trains (ARTs) within the enterprise.
• 200+ people trained in SAFee®, including advanced classes such as Lean Portfolio Management and Agile Product Management.
• Re-structured First Command's Skill Set Strategy by leveraging dependency relationships derived from the lessons learned in PI Planning.
• Improved First Command's Organizational Design by shifting the pathways of work from Project to Product SILOS to High Performance Teams.

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The ICON team at ConocoPhillips is piloting SAFe as part of an ongoing digital modernization effort. The international ICON team engages leaders, ARTs, and Agile teams in the North America, EMEA, and the APAC regions through embedded coaching, and SAFe training. ICON supports the teams and programs as they prepare to launch new ARTs, and coaches existing ARTs to the next level of agile maturity, through the use of skills assessments. The ICON transformation coach, an SPCT, has partnered with the leadership team to ensure the multiple ARTs are being launched and coached in a coordinated and consistent manner, focused on providing continuous flow of customer value delivery. ICON's DevSecOps specialist has partnered with technology teams to ensure supporting architecture is in place as agile ways of working are implemented. ICON has also supported ConocoPhillips by connecting them to our vetted tooling partners, Apptio, and coaching on best practices regarding the use of existing tools.

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Norway, Sweden, United Kingdom, Australia

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Intrado develops innovative, cloud-based technology that makes it easier to deliver connections that count in this increasingly complex world. Intrado solutions connect people and the information needed to gain insights for better decisions. Beginning in 2019, ICON introduced SAFe® to the Intrado Digital Media business segment and led the formation and launch of 3 ARTs comprised of 15 teams. ICON coaches were recognized as the key contributors in driving double-digit business growth through coaching Interactive Voice Response and Outbound SMS teams in their transition from ‘big up-front requirements’ and waterfall processes to SAFe®/Agile.

• Double-digit business growth.
• Seven successful international PI Planning events, including 100% distributed PI Planning events in the wake of COVID-19.
• Releasing product enhancements to customers faster and with higher quality. Publicly recognized by Comcast in the following quote: "Great changes on the Intrado side – love the change to a more agile delivery and everything feels more organized. This is the smoothest and best shape we've been in, and we're able to get more work through." – Comcast Team
• Hosted the 2020 European SAFe Summit. This platform was developed and maintained by one of the Digital Media ARTs that ICON helped coach and enable.

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American Express, a Fortune 500 company, began partnering with ICON in 2017, growing to 24 coaches by 2018 to support 700 teams globally. As of 2022, ICON is still an implementation partner to the Agile Transformation, but has also gained recognition for supporting their Enterprise Business Agility initiative. ICON has successfully coached, mentored and advised Accounting, Finance, and EPMO on Lean Accounting, Lean Budgeting, Lean Portfolio Management, and Capital Expense (CapEx) and Operational Expense (OpEx) tracking.

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In 2021, Lexmark began their SAFe journey in partnership with ICON. ICON began by assessing the current state of the organization and building out a roadmap with Lexmark leadership. Our coaches trained over 200 employees in SAFe before launching the first Agile Release Train. With the first ART launch being a success, our team of coaches continued with fine turning and coaching the first train, while ICON's lead coach shifted focus to Portfolio level SAFe to bring the organization to the next level.

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Icon was instrumental in facilitating Boeing's PI Planning events for a large-scale program. We taught POPM, SAFe for Teams, SAFe Scrum Master for their Super Solution Train and launched/facilitated 3 PI Planning events.

• 21 SAFe Training Courses
• 3 PIs for 3 ARTs

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For two years, ICON helped Kohl's IT leaders plan and execute an agile transformation to expand agile practices and to introduce SAFe®. ICON developed an approach that allowed teams and organizations within Kohl's to determine which approach (SAFe®, Scrum/XP, Kanban, or waterfall) was most appropriate. ICON and Kohl's collaborated on a custom training plan, communication plan, metrics, tool setup, and related activities to facilitate organizational change. After completing the train-the-trainer program, the Kohl's team trained several hundred agile practitioners.

Led Kohl's corporate initiative to improve and expand agile practices and to introduce the Scaled Agile Framework (SAFe®) to globally distributed teams. Reduced 5 phase gates to 2 authorization points and other governance changes. Leaders in the Project Management Office, Finance, Vendor Management, Enterprise Architecture, Infrastructure, Development, Testing, Release Management, Production Support, and Business areas all work together to resolve organizational impediments to being more lean and Agile.

• Implemented SAFe® in 4 Lines of Business in 12 months.
• Improved order fulfillment accuracy to 98.5%.
• Increased order processing capacity by 30%

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