The 17 participants from the fourth edition again reiterated the importance of setting a clear vision from the start, assessing risk, putting in place measures and finding new and innovative ways to connect, converse and engage with employees. There was more on the importance of experimenting with new technologies to automate manual processes, and building recommendation algorithms to enhance the customer experience.
Two quotes which stood out for me.
The first from Felix Schachter of Tata Consultancy Services (interview 40): ‘What is the client’s appetite for innovation and disruption? “When you talk about digital acceleration and creating new things with clients, some people are substantially risk averse. Some are exactly the opposite. What do they prefer to do? Do they like to rock the boat, or do they foresee a new generation of customers that require more innovative solutions? Whilst its seems obvious I’m sure many transformation programmes over look this.”
The second from Jack Bergstrand, CEO of Consequent formally CIO of Coca-Cola (interview 35). On the subject of helping people adapt, re-skill and keep up with the pace of change he says: “What we see too often is a bit like people going to a foreign country where they don’t speak the language. Rather than learning the language, they just say things louder and so you end up not getting anywhere. That’s how many organisations approach digital transformation.”