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we decided to then pivot, adjust, and only collect a small amount of
customers' details in between those two conversations. So, we'd explore
their goals, collect minor, like, basic information - like name, address,
salary - then we would have our next conversation, so they could see the
value in engaging with financial advice. And then we would then have a
final conversation, where we would collect all of those extra details that
we were missing.
And so let's recap. So, here we have it: Define, decide, and deliver.
So, digital transformation projects aren't unlike other projects that you've
done. They're just at a larger scale and potentially have a lot more people
involved. And so, as part of your project, it's important to define your
objectives, your current experience, and your future experience, then
decide on your selection criteria, your technology, and your Minimum
Loveable Experience. Then, finally, it's time to deliver your technology,
deliver on your change management, and also on your North Star.
And any project only works if these four things are in place, which
are around culture, communication, cost, and change. And making sure
that these elements are all embedded in your project as part of any
digital transformation. And so you might be wondering what happened
with the roof of my family home. (LAUGHTER) Did it survive?! So, it
did - just. After months of having a metal pole in the middle of the family
room roof, we finally got it fixed. But it took over four months and it
ended up going into winter, which isn't the best time to change a roof of
an existing home. (LAUGHS) And it cost tens of thousands of dollars and
it caused a lot of stress. And this is what happens when your digital
transformation project doesn't have the right structures in place. It's
about getting clear on defining, deciding, and delivering. And just like a
great roof will last you many years, your digital transformation project will
have a lasting impact on the business.