How to Create a New Vision for Customer Service

So very early on you already discovered some insights on a sort of common ground basically. So what happened next? What did you do then? Yeah after that I think it's really been a while so to refresh my memory but we then looked at the kind of internal stakeholders and we were working with HSL a lot to kind of create this create the kind of story or the red thread of you know why this change is happening and how it's going to affect people. And if you can give us some insight into yeah we how that you tackled to bring this story this new vision towards the all layers of the organization how did you do that?