YOU MUST
LEAD THE CHANGE
We believe that AI-driven change is a core business capability that institutions have to build in-house to fundamentally transform themselves over time.
This work will take years. It requires deep understanding of your business and your customers along with a prolonged shift in how you think, operate, and lead.
No third-party consulting firm, no matter how elite, can do this for you. They have even less knowledge about what it will take to succeed in the new environment than you do. And their engagement model doesn't profit from long-term skill-building in their clients.
TO DO SO,
YOUR TEAM WILL NEED TO RE-LEARN 5 DISCIPLINES
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DEFINE A STRATEGY (FOR REAL)
Understand the opportunities and threats in your markets and lay out a clear set of priorities that will be resourced alongside a clear set of non-priorities that will have resources taken from them.
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RUTHLESSLY MANAGE THE PORTFOLIO
Ensure the strategy is executed on and that there is multi-year accountability for achieving the goals, taking risks with room to fail, and measuring success against the market - not just internally.
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BUILD AMAZING CUSTOMER EXPERIENCES
Provide improved satisfaction, create deep foundational relationships, anticipate and meet future needs and desires. Understand what really matters to customers across channels and deliver to it exactly.
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WIN CONSISTENTLY AT MARKETING AND SALES
Deliver top-line growth by optimizing direct and partner distribution, executing on a platform strategy, streamlining end-to-end sales, and uncovering previously unavailable prospects and markets.
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STREAMLINE OPERATIONS AND SERVICE
Increase quality, reduce turnaround times, and cut costs using the latest capabilities in robotics, intelligent automation, and self service. Integrate more closely into frictionless competitive ecosystems.
BREAKING THROUGH
Change is hard. It is not enough to just implement the technology. To successfully achieve what the born-digital companies have done, organizations have to learn to work and drive change in entirely new ways, while retaining the special part of their culture and expertise.
You must observe the customer in their natural environment and address the real issues, not the issues you think they have.
Focus on driving changes in mindset through formal adult-learning methods and practical hands-on work to reinforce tactics.
Start small -- with the smallest viable solution -- and then grow iteratively, avoiding big-bang. But make it formal and structured.
The hardest part is to recognize that most of the approaches will fail -- learn to fail fast, learn, and improve quickly.
Set up cross-functional teams rapidly working through the solution together rather than traditional siloed approaches.
Create capabilities and time in your teams to develop these new skills through small group coaching in actual work scenarios.
THINKING IN NEW WAYS
Do you need to think differently about how your people work together, where you will find the best talent, how you will attract and retain them, how you'll change the skillsets of your current employees?
