Anat Lechner, PHD, Stern School of Business, New York University. Part 2 of 4: Technology and how it directly relates to high value output.

The end goal should not be digital disruption in itself. The end goal needs to be the lessons learnt as it relates to end-to-end customer experience. Rather than focusing on the execution of the technology, focus on how you can adopt it within your organisation to add increased value. 

When we consider technology and its influence within our teams and across the broader organisation, ask how it will allow you to deliver on the following:

  • Improved human connectedness
  • Increased accessibility between organisation, staff and client
  • Improved health and wellbeing of staff and clients
  • Higher quality of guest servicing
  • Waste minimisation in terms of time and staff resources
  • Improved sustainability and viability
  • Greater consistency across processes and systems while celebrating the uniqueness of your staff
  • Higher performance with more efficient outcomes
  • Diversification of services and how these can be accessed – not just via technology
  • Positive impact on the environment
  • Increased creativity within end-to-end client experience
  • Improved methods of community connection
  • New methods of learning – for both staff and clients
  • Increased accessibility to knowledge, support and servicing

To continue to be of value, we must shift our focus on what we give attention to.

Innovation can be about product and service (the WHAT) but more importantly, it is about the style and manner in which the consumer interacts with the product, team, brand and overall communications. 

True innovation can and is found in the HOW and the WHY of our service and product design.  

This means we must move from largely thinking all about the strategy most of the time (the what) and commit more energy and focus into designing and delivering the tactics (the how). 

Ultimately, we must give time and energy to determining what we want to be with what we have and how we work. 

Anat’s insights into the key issues for business 

  • Taking no action. 
  • Being too slow to act. 
  • And no process or support for risk-taking
  • At present only 57% of businesses have an innovation plan.

Some food for thought about the assets needed for global success include:

  • Alibaba the most valuable retailer has no inventory
  • Uber the world’s largest taxi company owns no fleet
  • Air B & B, the largest accommodation provider, owns no real estate
  • Facebook the most popular media owner creates no content

Continue to Part 3