I was moved by an inspiring article about the disruption and uncertainty. It was written by my friend Andrew Penn, CEO of Telstra. Although it was published this time last year, I find it relevant now.
Payne observes that in these times of great resets, it is only human to lose hope. This seems to be everywhere.Just looking at twitter now, it feels like that special place I once described Human Seismograph Has morphed into a digital octagon, a melee where people fight for their own truth, ignore logic and empathy, and too much confuse truth with the only definition of reality. It was a stark and timely reminder of how easy it is to lose hope.
Whether it’s pandemics, politics, news, world events, social media, we are surrounded by division, fear, self righteousness, hatred and anger, no, divided, fear, self righteousness, hatred and anger, it’s all about We do harm to optimism, imagination, creativity, and most importantly, our individual and collective potential.
The anxiety, uncertainty and even depression we are feeling right now is global. But we cannot give up.
Photo by Elisa Ventur on Unsplash
mentality change
As Payne rightly points out, these experiences, good or bad, shape the rest of our lives. We must remember that while we cannot control what happens to us, we can control how we respond today, tomorrow and every day.it Yes Our choices about how these events affect us and how we learn, unlearn and grow.
This is the time for us to shift the way we think.
This is the era of new leaders and new leadership. Leaders can come from anywhere, and let’s be honest, they’re needed everywhere.
If you’re waiting for someone to save the day, look in the mirror.
Now is the time to see through all that is wrong, to see right, to identify opportunities and fix problems, and to discover where you can make a difference to drive meaningful change.
there is hope in your reflection and possibility and Change. A better future can unfold through you…and me…and all of us together. We just have to believe that each of us has a role to play in leading change, even if that’s not our title.
Photo by Bekah Russom on Unsplash
digital transformation
When it comes to our work, it’s important to remember and feel for who our customers and employees are and what they value. We are all human beings, not numbers or algorithms. The bottom line is that customers and employees share all the same emotions that we do, and perhaps emotions that we haven’t realized yet.
They are also worried, depressed, and stressed. They want things to get better. These sentiments extend directly to the businesses they support and the companies they work for.
At each engagement and throughout the journey, how they felt then and how they left, moment by moment adds up to define the customer and employee experience and ultimately our relationship with them. These experiences, impressions and expressions form our brand.
That’s why, in addition to tactical customer experience (CX) or employee experience (EX) strategies, experience design and innovation represent a timely opportunity to build stronger, lasting and productive relationships with… people. We design these moments to engage people with reason and affirmation, delivering meaningful experiences that they savor, share and seek again and again.
To be the light in a world of lingering chaos, anxiety and doubt, someone must…
Photo by Nathan Jennings on Unsplash
Clients and employees need to know that we understand not only their goals and desired outcomes, but also who they are, their history and the aspirations they want to be known for. They want to be valued. They want to be remembered.
Any opportunity to brighten up their day, bring a smile to a client or employee, make someone feel special or help someone do something great is very important at any given moment these days.
Maybe it’s anticlimactic, but this is the moment I bring up digital transformation. But this is where leadership and possibility come together to do something different moving forward. This has nothing to do with digitization or the overhaul of legacy processes and models. Iteration and continuous improvement is just that, it’s constant. This time it’s a real revolution and innovation…after all that’s what transformation is about. Transformation is about changing our future.start from changing you organizational mindset As my friend Simon Mulcahy said.
Digital transformation isn’t just about numbers, it’s about people and how we use technology to understand them, bring them together, enhance experiences and foster relationships. That’s what makes it so special. Digital transformation is about using innovative technologies such as artificial intelligence, mobile, real-time and predictive analytics, automation, augmented and virtual reality, blockchain, decentralization, robotics, metaverse/3D, etc. to become…human. With intent and purpose, we can use technology to become more empathetic, integrated, intuitive and useful in the products, services and experiences we provide to our customers and employees.
and us They are the ones responsible for inventing new experiences, new products and services, creating new value, new channels and new ways of communicating with our customers and employees. This is the true power of digital transformation. This is the real opportunity you face now as the leader of tomorrow.
Photo by note thanun on Unsplash
We can upgrade our thinking and plans around digital transformation and reimagine our organizations for a completely different world, because that is what it is. 2020 created a major rift in our trajectory. Some will prepare, minimize risk, and carve a path forward. Others will seize this moment and shift in our trajectory to invent, innovate and transform. The good news is that history is on the latter’s side.
It’s not just about digital transformation, either. Now is the time for operational transformation, mindset transformation and leadership transformation. This is a complete CTRL-ALT-DEL moment for ourselves and our company.
We must bring together disparate operations and data silos to achieve greater results by better engaging our employees to better serve our customers. This is our moment to deliver the fascination with transformation, the optimization and modernization of digital, the balance and health and morale of productivity and output, and the empathy and personalization and relationship of transactions.
We really can change the way we work. We can cultivate more beneficial and useful behaviors. We can use technology to get better, do good, and make our mark on the universe.
If you think about it, that’s exactly what we haven’t done in the last 50 to 60 years. One could argue that companies use technology to move away from customers, rather than close to them, to automate, scale, increase efficiency, increase profits, move faster, etc. But now, for those who care, the opposite is also possible, using technology to do all the things that are critical to business success while investing in employees and customer relationships.
Putting people and relationships at the center of everything we do. Technology makes it possible.
Transform customer experience and employee experience into a “customer” and “employee” experience. This is where our purpose and potential matter most. Adding an apostrophe changes the whole game. It forces us to see the world through their eyes and feel the world their way. Remember, every touch at every touchpoint shapes their experience, so let’s create the most personal and meaningful experience possible. Giving technology a real meaning beyond functionality, automation and productivity.
These are the creation of a new era new economy.
There is always something new.
We will continue to develop.
There is always disruption on the horizon.
If we put people at the center of all of this, we’re in the right place. We are centered. We are connected.
change the way you see the world
Photo by Katrina Wright on Unsplash
Call out what’s wrong in this world and see its possibilities. You are not alone in this endeavor. I’m here. My entire network of close colleagues and friends are with you too.
There is a silver lining to all of this.
We can change our course if we really want to.
Now is the time to see through all that is wrong in the world, to see what is possible and better for everyone, where there is opportunity, and where you can play a role in leading change.
Believe.
This is not just a time to move into the next normal, but a time to further build our new trajectory and bring to life the ideas and aspirations we have always wanted to be possible.
The future isn’t what it used to be, it just isn’t. I think that’s a silver lining for all of us. We now have a say in what happens next. take it.
You are the architect of a future that didn’t exist a few years ago. I believe you can lead the way. I am sure others will follow because they believe in your vision of a better future. Honestly, I’m excited to see what you’re up to next.
Thank you.
[simple-author-block]
