transformation , job or project Eubank is involved with , she sees her role as a problem solver for people .
“ I always want to be able to get a good list of what the projects are . The way you gather the list is as varied as the people doing the gathering . It doesn ’ t really matter how you do it , it matters that you end up with a list of things that you need to go and tackle .”
There are always early adopters , people who are drowning in their jobs and are desperate for someone to focus on their team and help them . But there are also always the stringent holdouts and those who are going to evolve at different times .
“ You just have to try to find the problems that each group really cares about . Once you start fixing those problems , then everyone gets on board ,” she says .
Eubank sees the adoption of digitalisation as critical to the success of technology implementation .
“ Digital transformation is not optional . Industry must move at the speed of technology ,” says Eubank . “ I think years ago people were saying Amazon ruined it for the rest of us because they ’ ve really got their experience down . When you have that ease of finding , clicking , and buying when getting a product delivered in your personal life , you very quickly start to expect that in your business life as well .”
What Eubank found was that there are companies who have quietly continued to evolve their experiences incrementally over time , and that resulted in their offerings and experiences being in step with ever-evolving customer expectations .
“ Then you have some companies that were the industry leader , the big gorilla , which thought they did not need to do those things ,” Eubank explains . “ They didn ’ t invest in their experiences , whether that be customer or employee - or both .”
66 April 2024