Digital Mastery at Microsoft

I enjoyed my recent opening keynote entitled Digital Mastery at the Microsoft Executive Circle event in London. Whilst my slot didn’t allow time for Q&A it was clear from the associated tweet-action that a number of points resonated with the audience. These included:

• Fail fast or fall behind.
• A 5 star hotel with a 1 star reception is a 1 star hotel. This applies to the IT function too. So place your best people at the user / customer touch points and not your worst.
• Focusing on trust will lead to the users being more tolerant of service blips.

My parting shots were that if CIOs want to be strategically relevant they need to focus less on technology management and more on insight, collaboration and the customer experience.