Many transformations have been superficial… In the last 30 years there’s been transformation after transformation, digital, data,  customer centric and now AI. The problem I’ve seen is that many organisations have added new technology and capability, but haven’t necessarily transformed how they operate at their core, leading to somewhat superficial transformations. They then get stuck in a cycle of continually swapping out technology and expecting change. To get some insight into this challenge I had Simon Belousoff join me on the Customer Smarts Podcast. Simon has spent the last 20 years in senior roles helping organisations like Bupa, IAG and Transport NSW with their transformation journeys. We explored: Why some transformations, end up being superficial How to deliver a successful transformation 13 leadership sins of enterprise transformation Examples of the best transformations globally Host Bio - Justin Stafford has spent the last 20 years working on digital transformation and CX strategy projects all around the globe with brands like Samsung, Virgin, Lexus, eBay, PayPal, CommBank and even the Air Force. You can connect with me on Linkedin here: https://www.linkedin.com/in/justin-stafford-cs/ If you’re looking for help in the customer strategy & experience design space go to www.customersmarts.coSee omnystudio.com/listener for privacy information.

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