Seriously, I really do believe I can fly and one day I am sure we will figure out how. Me losing some weight would probably be a good start, that and lots and lots of technology! I am often asked about my open mindset approach when going into meetings to work out challenges and how I achieve this. Well, like the title, if you believe you can fly and you have a desire to achieve the outcome, it will happen in one way or another!
I have been watching, with great interest, at how two very different types of businesses attempt to adopt innovative approaches to new technologies. The first is the “start-up mentality” and the second is what I would call the “large business mindset” group. The “start-up mentality” companies are the ones who give the appearance of not facing the challenges of large businesses –but I can tell you those challenges exist! The “large business mindset” group have a tendency to look at business change or confronting challenges as “baggage that must be addressed” whilst managing the day to day aspects of a business operation.
In today’s market, businesses face many challenges and it is interesting to watch how the “people factor” of problem solving always gets in the way of solving the actual problem – I know weird, right? For many people, problem solving is a clinical discussion. “We can do it” or “we can’t”, simple as that. Yet, when “we can’t do it” is the only solution or answer, who wants to inform the organization, who owns the problem, that they cannot be helped? Consider that for a moment. Recognize yourself there already, sighing as you go into your next workshop, anticipating a hard slog or another round table debate? It is, for this reason, why many large businesses tend to look at start-ups with a great degree of jealousy. They see start-ups appearing to act nimble and addressing solutions, while they claim that they cannot move as quickly due to their size, scale and complexity. Well, I am here to tell you that a large part of that claim is simply crap. I have seen and worked in my share of complex IT systems or business processes. If you really want to achieve something you can, it may not look or work the way you thought it would, but the goal is always achievable.
What makes these start ups more successful in addressing business issues? Their attitude! They are walking into a room, not to attend a meeting, but to solve a problem. That mindset is what is driving the first aspect of their success. The second has to do with people – ever had the feeling, during a meeting that people are simply brought in to make sure everyone is represented? It happens often. People are fearful of what decisions might get made, on their behalf, that could impact how they work or what they need to do. In a start-up environment, yes of course everyone wants to chip in and be involved, but there is too much going on to have everyone involved, hence, more often than not, you will hear of meetings with only 2 or3 people looking to solve a problem, informing others of the recommendation to validate if there are any “serious” impacts or risks in moving forward. Plain and simple. So, if you ever sat in one of those meetings asking yourself – “what am I doing here?” well, more often than not, with all of those people, more actions are created and more delays become the outcome and ultimately the problem is not solved. It is then merely a case of how we plan to progress forward. Again, within a start up environment, time is literally money, hence a meeting to agree to have another meeting is not an outcome, and it means delaying a decision which ultimately could mean failure of the business. (This too should and could be applied to large business, but you already know that.)
Here in resides the ultimate challenge of large businesses, “how do you drive a sense of urgency?” – not to have everyone work harder – but an understanding that we simply must walk out of this room with an agreed view on what will be done and by whom and by when to resolve the problem or challenge. Can you imagine having the confidence in your colleagues knowing that as a team you had not only solved the problem but that you and your colleagues are about to go out of that room and make that outcome happen? Imagine achieving that same result four, five or even six times? At what point does it become business practice when staff start walking into a meeting with: a. fewer people and b. the confidence knowing they have been chosen to solve a problem? This would surely start to drive a sense of ownership in solving a problem and ultimately contributing to the success of a business.
I surely hope those of you reading this are not thinking “Well of course Nathan, it is merely a case of throwing money at it!” because that is absolutely not my point at all. If it was, then in most businesses this would result in just one aspect of the decision… where some parts would require reallocating funds. What then happens when the actions require reengaging the customer or supplier, or managing a process differently, or finding work arounds? What then? Can you just throw money at it? I think not. Having worked in both start up businesses and more mature organizations, the challenges remain the same - it is the mindset and approach we take and the people we choose to engage with which ultimately drives the right types of outcomes.
For these reasons I always encourage an organization to have a mix of people who have worked in start up businesses and understand the risks of failure, combined with people who have worked within large corporate for some time and know where the proverbial “skeleton’s” are hidden. It is very rarely the case when business challenges or problems cannot be solved. We simply need the right people around the table, combined with the right mindset, and the focus on business outcome and success. I appreciate the “easier said than done” factor, however, look at who you have sitting around your table. Do they truly believe in what you are trying to achieve? Do you have the right balance of passion and insights? A balance of managing risk vs. ability to execute? And most importantly, can you see one common agenda and view on how your business / team / or idea will succeed – if not, you are in for one hell of a journey or a path to continuous frustration.
The most important attribute of all though, don’t give up! I have met some phenomenal problem solvers out there which I can break into two groups:
• Those that can solve the problem but feel they face a wave of nay sayers or blockers making the outcome all but inevitable;
• and, those that can solve the problem and in the face of setbacks, identify a different path to get to the outcome that is right for the business.
Now, obviously I am not saying those in the 2nd category always succeed, but if you can look inside yourself and honestly say you have tried different approaches and are still not getting anywhere, then you are trying to solve the problem in the wrong place and we are back to the initial challenge of having the right people involved to begin with. No business is perfect, they all have their ups and downs but it is the businesses that have the ability to rally to a cause, empower their teams to lead where their expertise lies and drive business outcomes that ultimately succeed.
One day I am sure I will find the right group of people to solve my challenge, “I believe I can fly!” I just need some bright people to help me figure out how and then I will need to decide whether the benefits outweigh the risks? Believe in yourself and believe in the fact that there is always an answer. Your answer simply depends on your understanding of the outcomes and ensuring you have the right mindset and ownership around the table – now, if you will excuse me whilst I prepare for my first flight!
Tuesday 30 October 2012
Tuesday 16 October 2012
Importance of Cloud to Asia
Asia is still recognized as the growth region of the world. Look at any research firm and they will be talking about Asia and if not they will have read someone else’s report and realize that this is where the growth engine of the global economy now resides. But like any new engine Asia is not yet purring smoothly - especially for new businesses looking to expand rapidly into the region. The challenge for these businesses is how to grow faster than the competition but at the same time reduce the risk of burning out the engine before they have had a real chance to maximize its potential.
Asia is an incredibly dynamic region and unlike Europe or the US, it is complex. It is a dynamic patchwork of markets, each with their own challenges, opportunities and relationships. To be successful businesses need to be able to rapidly test new products, new services and new approaches – but with minimal risk and maximum flexibility. This is where Cloud technology comes into play.
In a market like Asia, Cloud provides an avenue to address the challenges of low risk, scalability and rapid response that business leaders have been trying to articulate to their CFOs and Management teams for years. Yes Asia is a growth engine, yes it comes with risks that mean we have to be able to change direction or approach quickly BUT now for the first time we have a Cloud technology toolkit which supports, not prevents, this agility.
Contact centres in Asia are a classic example of the need for increased flexibility, sounds like a leap right, but stay with me and I will explain. Customer engagement has become a critical differentiator in Asia. Why? Simply because it is increasingly difficult to gain any sustainable advantage through price or functionality alone. Therefore businesses need to differentiate through the manner in which they engage with their customers – which for most businesses means the contact centre.
With a population of over 2 billion, Asia has a large number of customers looking for personal attention! To retain those customers and to differentiate through service businesses need to be able adapt to their changing needs, views and preferences of engagement. That’s right, we are truly a complex people and technology hasn’t helped matters. Mobile phones, social media and applications have empowered the end user to define their individual anywhere, anytime and anyhow needs. In addition consider the diverse segments a regional business in Asia must engage with – language, culture, age, religion, nationality and above all personal preference – a significant opportunity but to adapt to all of this successfully in a static technology environment is near impossible. Hence flexible, scalable, low cost cloud services simply MUST be an integral part of any future customer experience provided by businesses in Asia.
Cloud-based contact centres provide us with the confidence that we can scale with the ever changing demand ensuring that our costs are always in line with business needs. More importantly, a cloud-based contact centre means businesses can take back control and respond to market changes in real time.
Imagine for a moment a certain country in Asia is announced as being the no. 1 tourist destination - and, as a tourist airline, that could mean big business for you. But how do you inform your regular customers and the tourist agencies that your airline is a key provider of flights to that country and that now you are going to increase flights to that country as well? Traditionally getting these new campaigns live might take weeks or even months, but with a public cloud-based contact centre you can make these changes in minutes and across all media channels. As a result you have been able to rapidly take advantage of a market shift faster than your competitors and secure new business ahead of the rest of the market. Equally as important is the confidence that your cloud technology platform will be there to support rapid business growth as and when you need it.
Cloud services in the Asia market represent a key opportunity for businesses to minimize the key risk factors often associated with high growth markets. Use these services to embrace Asia for what it is – the growth engine of our global economy. If you don’t have public cloud in the contact centre you’re not agile. And in Asia if you’re not agile you’re not competitive.
Asia is an incredibly dynamic region and unlike Europe or the US, it is complex. It is a dynamic patchwork of markets, each with their own challenges, opportunities and relationships. To be successful businesses need to be able to rapidly test new products, new services and new approaches – but with minimal risk and maximum flexibility. This is where Cloud technology comes into play.
In a market like Asia, Cloud provides an avenue to address the challenges of low risk, scalability and rapid response that business leaders have been trying to articulate to their CFOs and Management teams for years. Yes Asia is a growth engine, yes it comes with risks that mean we have to be able to change direction or approach quickly BUT now for the first time we have a Cloud technology toolkit which supports, not prevents, this agility.
Contact centres in Asia are a classic example of the need for increased flexibility, sounds like a leap right, but stay with me and I will explain. Customer engagement has become a critical differentiator in Asia. Why? Simply because it is increasingly difficult to gain any sustainable advantage through price or functionality alone. Therefore businesses need to differentiate through the manner in which they engage with their customers – which for most businesses means the contact centre.
With a population of over 2 billion, Asia has a large number of customers looking for personal attention! To retain those customers and to differentiate through service businesses need to be able adapt to their changing needs, views and preferences of engagement. That’s right, we are truly a complex people and technology hasn’t helped matters. Mobile phones, social media and applications have empowered the end user to define their individual anywhere, anytime and anyhow needs. In addition consider the diverse segments a regional business in Asia must engage with – language, culture, age, religion, nationality and above all personal preference – a significant opportunity but to adapt to all of this successfully in a static technology environment is near impossible. Hence flexible, scalable, low cost cloud services simply MUST be an integral part of any future customer experience provided by businesses in Asia.
Cloud-based contact centres provide us with the confidence that we can scale with the ever changing demand ensuring that our costs are always in line with business needs. More importantly, a cloud-based contact centre means businesses can take back control and respond to market changes in real time.
Imagine for a moment a certain country in Asia is announced as being the no. 1 tourist destination - and, as a tourist airline, that could mean big business for you. But how do you inform your regular customers and the tourist agencies that your airline is a key provider of flights to that country and that now you are going to increase flights to that country as well? Traditionally getting these new campaigns live might take weeks or even months, but with a public cloud-based contact centre you can make these changes in minutes and across all media channels. As a result you have been able to rapidly take advantage of a market shift faster than your competitors and secure new business ahead of the rest of the market. Equally as important is the confidence that your cloud technology platform will be there to support rapid business growth as and when you need it.
Cloud services in the Asia market represent a key opportunity for businesses to minimize the key risk factors often associated with high growth markets. Use these services to embrace Asia for what it is – the growth engine of our global economy. If you don’t have public cloud in the contact centre you’re not agile. And in Asia if you’re not agile you’re not competitive.
Tuesday 9 October 2012
Half-Life of Technology
I can remember when my parents last bought a new TV, they had the old one for more than 10 years! With the new TV installed and in use they actually only then realized that everything looked better in HD! I share this with you as I have been thinking about the speed, at which these days, we are refreshing our technology devices. Think about it, what is the “half life” of your technology devices these days and by that I mean, at what point, are you already starting to think about upgrading your devices from the moment you purchased the last one? Half-life is the moment when you could continue to use your device but it is either so far behind the functionality of other devices or because of performance issues, it is increasingly unusable – both points, which would normally take 3-5 years, are now more likely to be only 1-2 years.
Historically, we would see significant forward leaps in technology or that our current devices, of “x” years, had simply given up to validate the half life point when we were considering a new device. However, today these changes are brought about, not by leaps forward in device functionality, but merely by the controls put on us by vendors seeking to sell as much hardware as possible, as frequently as possible. We have all seen the leap forward in functionality and speed for mobile phones, laptops and tablets over the past 20 years, however, we are seeing this definitely slowing. Don’t get me wrong, there have been some great developments in recent years, but many of these are software related. We have to ask ourselves how many of these updates, whether they be related to mobile, media or network, could actually have been made on the existing hardware or upgrading what they already have. Do you really have to buy a new device and/or network to gain the functionality through a potential software upgrade?
I am increasingly amazed to see so many new software releases on home and mobile devices being limited to a particular selection of devices – if you don’t have the latest phone, TV, media hub or home router, then the update might not work on your device … oh and by the way even if you do, it may only be applicable for the coming three releases (usually within a year). At this point, you will most likely start to reach the Half-life of your device, without even realizing it, and as you consider a new device, in order to realize the benefits of new upgrades and performance. We have all experienced hitting the well known wall of functionality or been in the position of receiving the last available upgrade designed to stretch your devices performance. This is the time they want to “educate” us in looking at new devices to realize performance gains once again. This is definitely not a circle of life (okay technology) that I was not looking to be a part of.
So, why is there a drive against reusing Hardware and the rapidly decreasing half-life of our devices? I thought everything was supposed to be in the cloud – i.e. accessible to all through your devices so that we didn’t need all of these upgrades? What happened to the services we wanted using the devices we wanted and simply accessing these in the cloud as and when we choose?
There is an exciting opportunity here to the emerging device and software manufacturers to partner and develop solutions which simplify the end device to being only a terminal and all of the smarts and computing in the cloud resulting in an upgradable system without having to change your handset – oh hang on that was called Virtual Desktop, something which can work on everything from Computers to Mobiles to Media devices. BUT, why would manufacturers want to do this when it would result in potentially selling less Hardware and more software … woah isn’t that a potential environmental benefit as well? The improvements in networks to businesses and the home mean we are ready for this change, however hardware vendors would need to change their business model, something which obviously will be difficult, as hardware results in quick revenues and software can mean lower revenues to start with but more sustainable and adjustable to the market needs
In all seriousness, something is going to need to change. The half-life of technology devices has dropped rapidly and in order to realize sustainable benefits, once again, we as the end user community and technology evangelists need to be driving a change in approach. Lets realize this push into cloud services! This will enable all of us to extend the life of our existing devices whilst leveraging new capabilities, pushed to us from the extensive number of data centres and internet platforms, that are already out there. I enjoy testing new devices but I would much rather be testing how different software solutions could maximize my device as opposed to restricting its functionality and more importantly limiting its life span to less than four seasons.
I look forward to a generation of platforms which shift the focus back to the needs of the end user experience, separate from device and platform, yet central to defining multiple scenario experiences for the end user, i.e. we decide how we want to view content, applications and services depending on the device or platform we choose to use, rather than being limited by them. Maybe this is wishful thinking but it’s my Birthday so today I should be allowed to ... right?
Historically, we would see significant forward leaps in technology or that our current devices, of “x” years, had simply given up to validate the half life point when we were considering a new device. However, today these changes are brought about, not by leaps forward in device functionality, but merely by the controls put on us by vendors seeking to sell as much hardware as possible, as frequently as possible. We have all seen the leap forward in functionality and speed for mobile phones, laptops and tablets over the past 20 years, however, we are seeing this definitely slowing. Don’t get me wrong, there have been some great developments in recent years, but many of these are software related. We have to ask ourselves how many of these updates, whether they be related to mobile, media or network, could actually have been made on the existing hardware or upgrading what they already have. Do you really have to buy a new device and/or network to gain the functionality through a potential software upgrade?
I am increasingly amazed to see so many new software releases on home and mobile devices being limited to a particular selection of devices – if you don’t have the latest phone, TV, media hub or home router, then the update might not work on your device … oh and by the way even if you do, it may only be applicable for the coming three releases (usually within a year). At this point, you will most likely start to reach the Half-life of your device, without even realizing it, and as you consider a new device, in order to realize the benefits of new upgrades and performance. We have all experienced hitting the well known wall of functionality or been in the position of receiving the last available upgrade designed to stretch your devices performance. This is the time they want to “educate” us in looking at new devices to realize performance gains once again. This is definitely not a circle of life (okay technology) that I was not looking to be a part of.
So, why is there a drive against reusing Hardware and the rapidly decreasing half-life of our devices? I thought everything was supposed to be in the cloud – i.e. accessible to all through your devices so that we didn’t need all of these upgrades? What happened to the services we wanted using the devices we wanted and simply accessing these in the cloud as and when we choose?
There is an exciting opportunity here to the emerging device and software manufacturers to partner and develop solutions which simplify the end device to being only a terminal and all of the smarts and computing in the cloud resulting in an upgradable system without having to change your handset – oh hang on that was called Virtual Desktop, something which can work on everything from Computers to Mobiles to Media devices. BUT, why would manufacturers want to do this when it would result in potentially selling less Hardware and more software … woah isn’t that a potential environmental benefit as well? The improvements in networks to businesses and the home mean we are ready for this change, however hardware vendors would need to change their business model, something which obviously will be difficult, as hardware results in quick revenues and software can mean lower revenues to start with but more sustainable and adjustable to the market needs
In all seriousness, something is going to need to change. The half-life of technology devices has dropped rapidly and in order to realize sustainable benefits, once again, we as the end user community and technology evangelists need to be driving a change in approach. Lets realize this push into cloud services! This will enable all of us to extend the life of our existing devices whilst leveraging new capabilities, pushed to us from the extensive number of data centres and internet platforms, that are already out there. I enjoy testing new devices but I would much rather be testing how different software solutions could maximize my device as opposed to restricting its functionality and more importantly limiting its life span to less than four seasons.
I look forward to a generation of platforms which shift the focus back to the needs of the end user experience, separate from device and platform, yet central to defining multiple scenario experiences for the end user, i.e. we decide how we want to view content, applications and services depending on the device or platform we choose to use, rather than being limited by them. Maybe this is wishful thinking but it’s my Birthday so today I should be allowed to ... right?
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