CIO: Digital wizard or tech show off?

Imagine your IT function is a hotel. Is it Fawlty Towers or the Burj Al Arab?

Are the guests really impressed by the skill with which your plumber embarks on dismantling the bathroom sink whilst the guest is mid-shower?

Do they delight in the opportunity to engage with a multi-field user interface that enables guests to capitalise on the ability to fine tune their elevator experience (speed, musak choice, party size, arrival time etc.) rather than just pressing summon and floor number buttons?

Despite these fine examples of engineering excellence they do not actually enhance the customer experience. More often than not users have little interest in the detail of the service.

Great magicians are impressive because they provide captivating rather than irritating experiences. They also keep their techniques secret. Be a digital wizard and not a tech show off!