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6 key takeaways from CXO Disrupt 2017

C-Suite technology leaders got together in Auckland and Wellington this week for the annual CXO ‘Disrupt Series’ to share their thinking on some of the latest technologies disrupting the world’s business models.

ClearPoint Software Delivery Manager Nick Langstone hit CXO Disrupt in Auckland yesterday and shares his 5 key takeaways:

  1. Digital is not a department – the whole organization needs to buy in to being digital

Digital goes beyond simply harnessing the power of technology. It’s about building capabilities and creating a culture of transformation within your organisation which focuses delivering real benefits to your customers.

  1. Failures are going to happen – so it’s better to fail fast and improve as you go

“Companies need to move from every release being perfect to an experiment and learn approach.” A point well made by keynote speaker Simona Turin, General Manager Digital Strategy and Capabilities, Air New Zealand.

When developing new technologies, you rarely get it right the first time. Where most companies fall over is they obsess with trying to make an app, platform etc. perfect before it’s even rolled out. This “obsession” can lead to significant delays in delivery and in some cases, nothing ever gets released.

Companies who instead adopt a process of continual development and accept they’re not going to get it right the first time, will be far more successful than those who remain frozen by the threat of failure. It’s better to deliver something and be agile enough to make fast improvements, than do nothing.

Don’t forget your customers though, take them on the journey, inform them if a product is Beta and be honest and open with them if there are problems. The most important thing you can do is listen to customer feedback and take action base on what they are saying.

  1. Adopt a mobile first strategy

Why? Because 68% of people check their mobile phone within 15 minutes of waking up each day.

  1. Make change about learning

Digital transformation is about becoming an ever learning and evolving organization, which means people need to be prepared to operate in a continuously changing environment.

So how do you get your people to embrace change?

Simona and Air New Zealand’s approach is to make change synonymous with learning. People love to learn, so if you frame continuous change in organization with all the benefits which come with learning new stuff, then your teams are much more likely to buy into it. Empower your teams with lunchtime learning sessions, ongoing training and recognise everyone in your organization – not matter what level they’re at – will need to change and learn.

  1. Voice recognition technology is enhancing the customer experience

Organisations are moving to conversational interactions with their customers. Richard Busby from AWS shared some great examples form CaptialOne, who created a banking app built using cloud technology. Check out the case study at https://aws.amazon.com/solutions/case-studies/capital-one/. The key to doing this well is understanding not only the customer journey, but your customer’s goals.

Ask yourself, is mobile your new wallet?

  1. We all need to get over disruption

In most cases disruption is merely an alternative “something” which provides better customer service or experience at a lower cost. If your organisation is continually looking for ways to improve your offering to customers; if you’re investing in understanding your customer’s journey, needs, and goals and you’re responding to those quickly, then you’re less likely to be disrupted.

Nick Langstone is a Software Delivery Manager at ClearPoint who’s passionate about solving business problems using the best technology. If you’d like to talk about any of these topics, flick Nick a message via LinkedIn https://www.linkedin.com/in/nicklangstone/ or give us a call on +64 9 373 4626.

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