The five barriers to digital transformation and a roadmap to overcome them - Interview with David Rogers

Today’s interview is with David Rogers, who is the world’s leading expert on digital transformation, a member of the faculty at Columbia Business School, and the author of five books. He joins me today to talk about his new book, "The Digital Transformation Roadmap”, the reasons behind why 70 percent or more of digital transformations fall short of their objectives or fail to achieve any sustained benefit, the biggest single factor for digital transformation success, Amazon’s press release/frequently asked questions (PR/FAQ) tool and lots of other things. This interview follows on from my recent interview – Brands don’t need more feedback or survey data to better understand their customers – Interview with Nate Sanders of Artifact – and is number 482 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. NOTE: A big thank you goes out to the folks at CGS for sponsoring my podcast this month. Now, CGS is a company you might not have heard of. But, they have been delivering brand-building and customer experiences for 40 years for global brands that you will definitely have heard of. Over that time, they have developed deep expertise in both outsourcing and technology, so you should definitely pay attention to what they have to say. They’ve recently put together a free ebook and video that I’d like to point you to. It’s called The Transformative Power of Generative AI and ChatGPT and has been authored by CGS’ Executive Vice President and Chief Technology Officer, John Samuel. It’s a really comprehensive guide and is designed to deliver insights, summarize research, and inspire creative problem-solving. Follow this link to check out the free ebook and video.

Om Podcasten

An ongoing series of interviews where I, Adrian Swinscoe, interview leading entrepreneurs, leaders and thought leaders about how to deliver stand out customer experience and service. Essentially, I'm looking for practical clues that will help you build a business that both customers and employees love. Topics covered in the interviews include customer service, experience and engagement, employee experience and engagement, technology, adaptable and responsive organizations, high-performing teams and all such related issues. Note: This podcast series was originally known as the RARE Business podcast but rebranded in late 2019 on the back of the publication of my book: Punk CX.