Glen Hartman
Sreeram Visvanathan CHIEF EXECUTIVE , IBM UKI rewire their company around experience . Today ’ s environment allows us to use a new compass to become customer-obsessed and allow experience to flow through the veins of every person and every company digitally .”
DIGITAL LEADERSHIP
Glen Hartman
HEAD OF ACCENTURE INTERACTIVE ( NORTH AMERICA )
As brands look ahead to the future , they must recognize their pre-COVID approaches won ’ t serve them long-term . The Business of Experience is not customer experience ( CX ); it ’ s evolved beyond the CMO ’ s purview and is now a CEO priority , becoming an urgent business imperative , as companies look to move past recovery mode and pivot back to growth ."
Sreeram Visvanathan CHIEF EXECUTIVE , IBM UKI rewire their company around experience . Today ’ s environment allows us to use a new compass to become customer-obsessed and allow experience to flow through the veins of every person and every company digitally .”
Adding to this , Visvanathan says , “ the past 12 months alone have forced us all to refocus . The central question of the pandemic era is ‘ what will it take to be essential – to my customers , to my employees , to our stakeholders , to our investors ?’ I believe that has to be the guideline , the ‘ north star ’ that informs every decision a business leader makes . This question enables leaders to focus on the sharpest edge of their business – why the business matters ( its purpose , its values ), what differentiates it from similar , competitive organisations ( the unique value it offers ) and what is essential to
Digital leaders are those who make bold bets on the future . Now is the time to bet on the strategic application of technologies to bring the future forward .
the operation of the business ( this is where the central role of technology automation comes in ). Change , although uncomfortable , is an absolutely fundamental part of driving business success – this takes bravery , boldness , comfort with discomfort , an ability to challenge the status quo and an ability to lead others while change inevitably disrupts perceptions , ways of working and more .”
Looking to the future of what it will mean to be a digital leader , Visvanathan reflects that “ after the drive to rapid digital transformation of
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