HR Tech Europe is to me defined by conversations. Sure, the presentations in October were good, often excellent but as always the really good bits were the conversations outside the formal meetings.
This year I conducted a few conversations in front of the camera. Ray Wang had given an excellent presentation on digital transformation, the changes that were starting to shake up business models. Of course, as business models change, so by implication do the organizational structures that are needed to deliver them. During our chat we explored these changes, and the implications for the CHRO in some detail.
Digital transformation threatens to change how most firms conduct their business, whether they are in industries that are traditionally data led or not. Banks are increasingly competing on technology, using mobile and other technologies to change their customers’ experience. This short video on CNBC is of Barclays CEO Anthony Jenckins talking about some of these trends. Note the talk is about customer experiences not functions.
These changes are starting to be profound. As my bank has rolled out increasingly sophisticated web and mobile banking – for example invoices can be paid by taking a photo of them with a smartphone camera – the branch design has been changed. Instead of the focus being on transactions the branch is now a space for advisory services. Banks are employing architects and even aroma specialists within their customer experience teams.
With Ray we discussed the organization implications of this type of change. How employees need to take ownership and responsibility for the brand messages they project; how these digital led changes, for example the use of design thinking techniques, are as applicable for internal clients as customers; how data and measurement is essential to be able to surface patterns; how the questions that you ask is in many instances more important than the answers given.
The video is about 11 minutes. I hope you enjoy watching it as much as I enjoyed the conversation