Digital Innovation

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FountainBlue’s September 21 When She Speaks event was on the topic of Customer-Led Digital Innovation, When She Speaks in East Bay! Below are notes from the conversation.

We were fortunate to have such a diverse panel of leaders with decades of deep experience integrating digital solutions into work challenges. Although they represented a wide range of educational and professional experience, they had much in common.

  • A passionate curiosity for solving complex problems efficiently, so that everyone benefits.
  • A customer-first mindset which helped them lobby for solutions to meet the needs of their customers.
  • A flexible and versatile approach to work situations, and the courage to reach for what’s next.

Below is a summary of advice on how to lead digital transformation in your company.

  • Lead the digital transformation initiatives in your company.
    • Embrace opportunities to lead digital transformation for it will help set your company apart.
    • Accept your team and partners for where they are, yet help them reach for a simpler, more elegant way to solve pervasive problems.
    • Work with people across product, sales, marketing, engineering, etc.,
    • It’s going to be difficult for some people to embrace digital solutions. Work with leaders at all levels to help everyone elegantly transition to the right digital solution.
  • Be strategic.
    • Research market trends. Understand use cases around digital transformation. Adopt strategies which might work for yourself and your company.
    • Change is happening rapidly, and digital transformation is inevitable. Respond accordingly.
    • Be visionary about the possibilities, agile around the implementation.
    • Focus on the intended result. Automate the processes to help deliver measurable progress.
  • Focus on the data.
    • Know what you’re measuring and why. Know how you’re measuring it, and report on the data. Tweak the plan as needed.
    • Leverage the data to efficiently create personalized solutions, products and reports for individual customers.
    • Aggregate findngs between customers so you have a larger general understanding of each type of customer.
  • Be customer-oriented.
    • Create an engaging, immersive, memorable experience for the customer.
    • Be ever customer-focused, and make the time to understand their current and anticipated needs.
    • Make your offering simple, your workflow intuitive and easy-to-use.
    • Have a detailed profile of your target customer and design a solution which would resonate for him/her.
  • Understand the market trends.
    • Embrace a subscription economy, where the focus will be more about the data and the service rather than about the product.
  • Accept that there will be an increasing level of automation, but know that there will always be a need for versatile and talented humans.
    • Relationships need to be developed and maintained between humans.
    • The creative edge will always belong to humans.
    • It will take a human to represent different viewpoints and constituencies.
    • Only a human can take responsibility for a project – not a machine or robot or tool.

As we look for what’s next, there’s a hope that it will make life easier, and a fear that it will make parenting and managing more difficult. Go forth with hope that we can leverage the best of the Age of Digital, the Age of the Empowered Customer.

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Please join me in thanking our hosts at Five9 and our panelists for FountainBlue’s September 21 When She Speaks event was on the topic of Customer-Led Digital Innovation, When She Speaks in East Bay:

  • Facilitator Linda Holroyd, CEO, FountainBlue 
  • Panelist Carla Di Castro, Technology Sourcing Leader, Workday
  • Panelist Maranda Dziekonski, Vice President of Customer Success, Pared
  • Panelist Niki Hall, VP Corporate Marketing, Five9
  • Panelist Sri Mudigere, Senior Vice President, Head of Digital Product Management, Customer Insights & Experience Design, Wells Fargo 
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