Susan Golightly, Founder, CODEI, kicked off day two of the symposium and the Customer-Centric Summit. She presented “Engineering A Digital Transformation—Building A Data-Drive, Customer-Centric Organization.”
In the modern world, creating an organization that can meet the needs of today’s customers is far more than just getting more software, more data or more people. No longer optional, why aren’t more leaning into instead of away from this change?
“Because it’s too complex, has too many concurrent components and the business of today gets in the way. Change of this magnitude must be broken up into consumable bites, fully resourced and have metrics to track progress along the way,” Golightly said. “If your organization isn’t ready for a company-wide shift, however, you can always start with you and your team. Begin to understand where your strengths and weaknesses are and where you could start if the opportunity presented itself. Does your team understand the customer journey? Do they have the skills to be able to thrive in the new world and are they being rewarded for those skills?”
In 2018, 67% of the CEOs of the Global 2000 enterprises will have digital transformation at the center of their corporate strategy. Golightly stated that lottery retailers are already on their way, citing 7 Eleven and Kroger as examples. Lottery is just getting started.
