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Does Innovation Remain at Risk

Each year I look forward to getting the results of the Edelman Trust Barometer.  The 2025 results should be published soon. Looking back to the 2024 Edelman Trust Barometer it revealed a paradox at the heart of society: while rapid innovation promises a new era of prosperity, it also poses significant risks. This duality is reshaping public perception and trust in technology and institutions.

Innovation has always been a double-edged sword. On one hand, it drives economic growth, improves quality of life, and solves complex problems. On the other hand, it can lead to job displacement, privacy concerns, and ethical dilemmas. The 2024 Edelman Trust Barometer highlighted that while people appreciate the benefits of innovation, they are increasingly wary of its potential downsides.

One of the key findings was the growing concern over data privacy. As technology advances, the amount of personal data collected and analyzed skyrocketed. This led to fears about data breaches, surveillance, and misuse of information.

Another significant issue was the impact of automation and artificial intelligence on employment. While these technologies increase efficiency and productivity, they also threaten to displace millions of jobs. The barometer indicated that people were anxious about their future job security and called for policies ensuring a fair transition for workers.

Moreover, the ethical implications of innovation are under scrutiny. From genetic engineering to AI decision-making, the potential for misuse and unintended consequences is a major concern. The public is urging for robust ethical guidelines and regulations to govern the development and deployment of new technologies.

The 2024 Edelman Trust Barometer underscored the need for a balanced approach to innovation. While embracing technological advancements, it indicated the criticality in addressing the associated risks and building trust through transparency, accountability, and ethical practices.

I’m interested to know how leaders in business and government have done since this barometer was released last year. Has trust in innovation made a comeback? What are you as a leader doing to advance innovation in an ethical manner?

  1. Are you managing innovation implementation effectively?
    1. Mismanaged innovations are as likely to ignite backlash as advancing progress. Explain the science and manage impacts aggressively
  2. Have you actively partnered with stakeholders?
    1. Business is most trusted to introduce innovation. Take the effort to partner with employees and government to manage the impact of innovation ethically.
  3. Are you engaging in active discussions with stakeholders about innovation implementation?
    1. When people are engaged in having control of how innovations affect their lives, they are more likely to embrace and advocate for the innovation, not resist them. Listen to concerns, openly

January 14, 2025 Posted by | Uncategorized | , , , , | Leave a comment

AI and the Complex Sale

Ever try selling something that doesn’t exist? Well, I suppose most software developers do that on a regular basis, but something BIG that takes years to design, build and deliver? I’ve been doing that for decades. From selling advanced weapons systems to governments to closing multi-year global technology implementations. It’s really complicated, hence the term Complex Sale.

They’re basically fancy words for “it’s going to take forever, and there are too many people in the room who think they’re in charge.” You’ve got committees, stakeholders, decision-makers—it’s like trying to agree on a group vacation, but worse because it involves money, egos, and PowerPoint slides.

Now, throw AI into the mix. What would take tons of work and years of intelligence gathering and suddenly, you’ve got insights, data, and predictions coming out of your ears.

The integration of artificial intelligence (AI) into the complex sales process is revolutionizing how businesses approach high-stakes transactions. By combining the computational power of AI with human expertise, sales professionals can navigate intricate sales cycles more effectively and deliver tailored solutions to meet diverse stakeholder needs. This fusion of technology and strategy is reshaping the landscape of complex sales.

AI’s Role in Chaos Control

AI is brilliant at sifting through the nonsense. Got a dozen people with different opinions? AI can sort out who actually matters in the decision-making process—spoiler alert: it’s not Geoff from Procurement. It analyzes emails, tracks behaviors, and somehow knows which stakeholder’s approval is critical. It’s like Sherlock Holmes but without the creepy violin.

And when it comes to objections, AI’s all over it. It’ll tell you things like, “They’re worried about price,” or “They think your delivery timeline is about as reliable as a politician’s promise.” Handy, right?

AI streamlines stakeholder management. By analyzing communication patterns and engagement levels, AI systems identify key decision-makers, anticipate objections, and tailor messaging to resonate with individual stakeholders. This data-driven approach ensures that every interaction is purposeful and aligned with the client’s needs

Relationship Building: AI Does the Admin

Let’s not pretend AI can charm its way through a room like a stand-up comedian. That’s still your job. But it’ll handle the boring stuff sellers hate—follow-ups, scheduling, tracking who said what and when. It’s like having an assistant who doesn’t complain or take weeks off to find themselves. Meanwhile, you can focus on the big stuff: being nice to people, listening to their concerns, and trying not to look too desperate.

Strategy, But Make It Smart

Here’s where AI really shows off. Predictive analytics—sounds fancy, doesn’t it? But basically, it’s AI looking at a load of numbers and going, “Yeah, they’re going to buy,” or “Forget it, they’ve already chosen someone else.” It’s brutally honest, which is refreshing in sales. No fluff, just facts.

And when it comes to negotiation, AI’s your secret weapon. It’ll tell you what worked in past deals, what’s likely to win them over, and even suggest a discount if that’s what it takes to close the deal. It’s like having a ringer on the softball team who slugs it out of the park every game but won’t take the credit.

Keeping It Human

The successful integration of AI in complex sales requires a balance between technological capabilities and human judgment. AI is clever, but it’s not human. It doesn’t do empathy, it doesn’t crack jokes, and it definitely doesn’t understand why you’re still trying to make “fax” happen in 2025. That’s where you come in. You’re the one who builds the relationships, makes people laugh, and convinces them that you’re the best option without actually saying, “Please, please pick me.”

The successful integration of AI in complex sales requires a balance between technological capabilities and human judgment. While AI provides valuable insights and efficiencies, it is ultimately the sales professional who interprets these insights and builds meaningful connections with clients. Emotional intelligence, creativity, and adaptability remain irreplaceable skills in navigating the nuances of human interaction.

The Future Is Here (and It’s a Bit Smug)

AI isn’t going anywhere and thank goodness for that. It’s saving us time, making us look smarter than we are, and helping us close deals that would otherwise take months. Just remember it’s a tool, not a miracle worker. The magic still happens when you combine its brilliance with your charm, wit, and uncanny ability to survive endless meetings.

So, embrace AI, but don’t let it get too cocky. After all, it’s just a machine. You’re the one

Sales teams must also remain vigilant about the ethical use of AI. Transparency in data usage, respect for client privacy, and avoiding biases in AI algorithms are critical to keeping trust and credibility.

Good sales teams are a tough crowd, they stick to what’s worked for them in the past. Bringing new tools and tech into the world of complex sales can be challenging, but AI is a true optimization enabler, apologies for the consultingese.

In the age of AI, the art and science of complex sales are converging like never before. By using the strengths of both, businesses can achieve new heights of efficiency, effectiveness, and customer satisfaction.

January 14, 2025 Posted by | Uncategorized | , , , , | Leave a comment

The Power Play of ‘Let Me Finish’: Strategies to Foster Open Dialogue

Increasingly often I hear conversations being interrupted by one of the participants demanding attention and closing down communication by using the power play phrase of “let me finish” abruptly and aggressively. Let’s explore the ramifications of this bullying technique and some countermeasures to open a more effective dialogue.

The phrase “let me finish” is typically used as a tool to assert dominance in conversations, effectively quashing debate and stifling the exchange of ideas. While it may seem like a simple request for uninterrupted speaking time, its implications are far-reaching and can have a chilling effect on open dialogue.

At its core, the command “let me finish” prioritizes one person’s voice over another’s. It implies that the speaker’s thoughts are more important and deserving of attention than those of the listener. This creates an imbalance in the conversation, where one party feels silenced and undervalued. In a debate setting, this phrase can be particularly damaging, as it disrupts the natural flow of back-and-forth discussion that is essential for exploring different perspectives and reaching a deeper understanding.

Moreover, the use of “let me finish” signals a lack of willingness to engage with opposing viewpoints. It suggests that the speaker is more interested in delivering their monologue than in participating in a genuine exchange of ideas. This leads to a breakdown in communication, where both parties become entrenched in their positions and less open to considering alternative perspectives.

In addition, “let me finish” represents a tactic to avoid addressing challenging questions or criticisms. By insisting on uninterrupted speaking time, the speaker can sidestep difficult topics and steer the conversation in a direction that is more comfortable for them. This often prevents meaningful dialogue and hinders the process of critical thinking and problem-solving.

Effective Countermeasures

Counteracting the phrase “let me finish” requires a blend of assertiveness, empathy, and strategic communication. Here are some techniques to help maintain a balanced and respectful dialogue:

1.Active Listening: Show a genuine interest in what the other person is saying. Nod, make eye contact, and provide verbal affirmations like “I understand” or “That’s interesting.” This can make the speaker feel heard and reduce their need to assert dominance.

2.Paraphrasing: After the speaker has made their point, paraphrase what they said to show that you have understood their perspective. For example, “So, what you’re saying is…” This demonstrates that you are engaged and can help to de-escalate any tension.

3.Interjecting Politely: If you need to interrupt, do so politely. Use phrases like “I appreciate your point, but I would like to add…” or “Can I quickly share my thoughts on this?” This shows respect for the speaker while also asserting your right to contribute.

4. Setting Ground Rules: In a formal debate or meeting, establish ground rules for speaking time and interruptions. This ensures that everyone has an equal opportunity to speak and prevents any one person from dominating the conversation.

5. Using Non-Verbal Cues: Sometimes, non-verbal cues like raising your hand or leaning forward can signal that you have something to say without interrupting the speaker. This can be a subtle way to indicate your desire to contribute.

6.Addressing the Behavior: If the phrase “let me finish” is being used repeatedly to dominate the conversation, address it directly but respectfully. For example, “I notice that you often ask to finish your point, and I want to make sure we both have a chance to share our thoughts.”

7.Staying Calm: Maintain a calm and composed demeanor, even if the conversation becomes heated. This can help to de-escalate the situation and encourage a more productive dialogue.

By employing these techniques, you can help to create a more balanced and respectful conversation, ensuring that all voices are heard and valued.

Closing Thoughts

The phrase “let me finish” can have a stifling effect on debate, limiting the opportunity for open and honest communication. To foster a more inclusive and productive dialogue, it is important to recognize the power dynamics at play in conversations and strive for a more balanced and respectful exchange of ideas. This means being mindful of how we use language and making a conscious effort to listen actively and engage with others’ viewpoints, rather than simply asserting our own.

December 4, 2024 Posted by | Uncategorized | , , , , | Leave a comment

Navigating Life’s Unkown Journey

Yesterday a former colleague and friend went off to Army basic training. At the age of 30 he made a significant decision to serve his country and fellow citizens. I was with him through this decision process that evolved over a 2-year period. For the next 6 months he’ll be enculturated and trained to lead soldiers. He left a path in the business world to engage an entirely new path in his third decade.  It made me contemplate how life is an unknown journey.

Think about your own personal path and the path your business is on today. Is it what you thought it would be? Are the goals you set 5 or 10 years ago achieved in the way you envisioned those goals would be achieved? My gut tells me that very few can answer that question positively. External forces act in unpredictable ways. Internal motivations change. Your ability to make decisions in the face of these unknown forces sets your new path.

Only you can make your dreams come true

Back in the ‘90s I had a weekly radio show in Los Angeles, yes pre-social media where everyone with a phone has a show, focused on self-determination tips mixed with awesome rock music. My tag line was “only you can make your dreams come true”. The focus was on making decisions based on personal goals, understanding that the path to those goals can wind all over the place. Wisdom enough to make good decisions takes many years of learning from questionable decisions. For those fortunate enough to have acquired wisdom you can stop reading.

Foundational Principles

Navigating around storms effectively requires a foundational destination. Deciding on that destination is crucial. Looking into your personal outcome establishes that foundation. I constantly hear that millennials and gen-z need purpose-driven work that aligns with their personal values and social causes. That’s great. If you know what those values and social causes are, and they are clearly and distinctly articulated. “Make the world a better place” doesn’t offer a path. Clarity in your principle(s) should be paramount. For me, my guiding principle has always been to “assist others in achieving their goals” this has always been my critical question when evaluating direction on a winding path. Will this decision align with my guiding principle. The result has been a career in management consulting with a focus on leading transformational change. My path to get there isn’t one that I would have ever plotted for myself, but each decision on the way to the goal was measured against the guiding principle.

Stay Ahead of The Airplane

When learning to fly an airplane new students tend to focus on what’s happening now. Experienced pilots think ahead of the now into the next set of tasks. Imagine if your pilot on a commercial flight is so busy talking to air traffic control that they don’t think far enough ahead to avoid a thunderstorm, oops, too late, lots of turbulence for mom and the kids.

Translating that to navigating life’s journey is to say that you need to look beyond the now when making decisions. Live in the moment but always look ahead to where you want to go.

Adaptability Is Key

Life’s journey is rife with unexpected twists and turns, much like an airplane navigating through unpredictable weather. Adaptability becomes a crucial skill. The ability to pivot, to reassess and realign your path in response to changing circumstances, distinguishes those who merely survive from those who thrive. Just as a pilot must remain flexible and responsive to changing conditions, so too must you in your personal and professional life.

Learn from Setbacks

Setbacks and challenges are inevitable. It’s how you respond to them that defines your journey. Each obstacle offers a learning opportunity, a chance to gain wisdom and resilience. Reflect on past decisions, both good and bad, to gather insights for future choices. Embrace failures as part of your growth process. They often provide the most profound lessons and pave the way for future successes.

Stay True to Your Vision

While flexibility is essential, so is having a clear vision. Your vision acts as your North Star, guiding you through uncertain times. It’s important to remain focused on your long-term goals, even as you adapt your strategies along the way. Periodically revisit and refine your vision to ensure it remains relevant and inspiring.

Build a Support System

Navigating life’s unknown journey is not something you have to do alone. Surround yourself with a support system of friends, mentors, and colleagues who can provide guidance, encouragement, and perspective. Lean on them when faced with tough decisions or moments of doubt. Their support can be invaluable in helping you stay on course.

Embrace the Journey

Ultimately, life’s journey is as much about the process as it is about the destination. Embrace the experiences, both good and bad, and appreciate the growth that comes with them. Each step, each decision, and each challenge shapes who you are and prepares you for the future.

Navigating life’s unknown journey is a complex, yet deeply rewarding endeavor. By setting a clear vision, staying adaptable, learning from setbacks, and building a strong support system, you can chart a path that leads to fulfillment and success. Remember, the journey itself is filled with opportunities for growth and discovery. Enjoy the ride.

November 20, 2024 Posted by | Uncategorized | , , , , | Leave a comment

Chief Digital Officer (CDO) The What’s and Who’s

Digital transformations don’t happen all by themselves. Over the past decade as digitization of the enterprise has taken hold a new C-Level role has been appearing, the Chief Digital Officer.

The term “Chief Digital Officer” (CDO) started gaining traction in the early 2010s. According to Gartner, a leading research and advisory company, the CDO role was predicted to become a “hot executive title” by 2012, and they forecasted that by 2015, 25% of organizations would have a CDO. As is often the case, adoption predictions take longer to materialize than is thought. According to research from PwC, about 21% of large public firms now have a CDO. A little short of the 25% number predicted for 2015 but still a significant presence in the board room.

CDO’s play a crucial role in modern organizations, spearheading digital transformation efforts essential for businesses to remain competitive in today’s fast-paced, technology-driven world. The importance of the CDO lies in their ability to integrate digital technologies into every aspect of a company’s operations, driving enhanced efficiency, improving customer experiences, and unlocking new revenue streams.

What does a CDO do? CDO Role and Value

Driving Digital Transformation: At the heart of the CDO’s role is the responsibility to drive digital transformation across the organization. This involves not just implementing innovative technologies, but also rethinking and redesigning business processes to use digital capabilities fully. This transformation is essential for companies to stay relevant in an increasingly digital economy, where traditional business models are continually being disrupted by innovative digital solutions.

Enhancing Customer Experience: The CDO is tasked with improving the customer journey by using digital tools to provide seamless, personalized experiences. In a world where customer expectations are at an all-time high, businesses must deliver consistent, high-quality interactions across all digital touchpoints. The CDO ensures that the organization is equipped to meet these expectations by integrating customer data, leveraging artificial intelligence, and employing user-friendly digital interfaces.

Optimizing Operations: Digital transformation is not just about customer-facing changes; it also involves refining internal operations. The CDO works to streamline workflows, reduce inefficiencies, and improve decision-making through data analytics and automation. This can lead to significant cost savings and enhanced productivity, providing the company with a competitive edge.

Fostering Innovation: A critical aspect of the CDO’s role is to foster a culture of innovation within the organization. This involves encouraging experimentation with modern technologies, supporting digital initiatives, and promoting a mindset of continuous improvement. By driving innovation, the CDO helps the organization to stay ahead of technological trends and respond quickly to market changes.

Ensuring Cybersecurity: As businesses become more digitally integrated, the risk of cyber threats increases. The CDO handles implementing robust cybersecurity measures to protect the organization’s data and digital assets. This includes ensuring compliance with data protection regulations and fostering a culture of security awareness among employees.

What does a CDO look like? Typical Profile

Technological Smarts: A successful CDO must have a deep understanding of various digital technologies, including cloud computing, artificial intelligence, data analytics, and cybersecurity. This technical knowledge allows them to find and implement the right digital solutions for the organization.

Strategic Vision: The CDO should have a strong strategic vision to drive the digital agenda. This involves understanding the broader business context and aligning digital initiatives with the company’s overall goals. The ability to think long-term and anticipate future technological trends is crucial.

Leadership Skills: Effective leadership skills are essential for a CDO, as they must inspire and motivate the organization to embrace digital change. This includes leading cross-functional teams, managing resistance to change, and fostering a collaborative environment.

Business Acumen: The CDO needs a solid grasp of business fundamentals to ensure that digital initiatives deliver tangible business value. This includes understanding key performance indicators, financial metrics, and market dynamics.

Change Management: Driving digital transformation often involves significant organizational change. The CDO must be adept at managing this change, including communicating the benefits of digital initiatives, training employees, and ensuring a smooth transition.

Final Thoughts

The role of the Chief Digital Officer is pivotal in navigating the complexities of the digital age. By driving digital transformation, enhancing customer experiences, optimizing operations, fostering innovation, and ensuring cybersecurity, the CDO helps organizations to thrive in an ever-evolving technological landscape. What I find interesting is that in collaborating with my clients over the past decade since the inception of the CDO title I’ve never run into that role in any of my clients. It’s most often a project specific role that fills that space working with the C-Suite versus being a member of it. I’m looking forward to seeing the continued expansion of the role in all organizations over the next few years.

November 13, 2024 Posted by | Uncategorized | , , , , | Leave a comment

Digital Transformation:Erecting the House

The Challenge

In my last installment I discussed building the foundation for Digital Transformation.  It’s time to erect that digital house on the strong foundation of business alignment that’s been poured and the clean-up of software debris completed. Adoption of new tools and processes always, and I mean always, represent the highest hurdles any enterprise must overcome to achieve digital transformation. Just a reminder that 38% of spend on these projects DO NOT mee their ROI objectives. So, 38 dollars or every 100 spent gets flushed into oblivion. In my experience that number is often higher but unrecorded.

Focus on Adoption

In my neighborhood a home built in the 1980’s has been undergoing a massive renovation, it’s been nearly 2 years since the whole process started. We were all very glad to see the changes, at first. To say that the neighbors are over-it is an understatement. Trucks everywhere blocking the street, a never-ending stream of contractors, noise and distraction have made all of us less than excited about the outcome, we just want it OVER! It’s the same phenomenon with digital transformation projects, employees see the value when the work begins but over time if the distraction of the change overshadows the intended outcome interest wanes and resistance builds. Consider that on any given day over 60% of employees are frustrated by new technology implementations. Successful digital transformation efforts understand this challenge and plan to reduce the risk.

Adoption Critical Success Factors

  • Modernize Processes
    • Redesign the business processes impacted by the change BEFORE implementing the digital tools. Never hope that the technology will change the processes by default.
    • Work closely with key influencers in the process areas impacted to understand the work and build confidence that the technology improvements with make their lives easier and more productive.
    • Memorialize the modernized processes on paper. Yes, on paper. Despite the notion that no one reads paper, employees want to see their new processes in front of them to understand, review and provide feedback.
  • Design a Unified User Experience
    • One password, one landing page, a unified experience that allows employees easy access to the new technology experience.  There is no bigger mistake than to add passwords and landing pages to the already overloaded technology stack.
    • Unified experiences that clearly mechanize the modernized processes give users the confidence needed to dive in and build competency. Forcing users to navigate new paths on top of old paths will make time to value increase significantly.
  • Engage, Engage, Engage
    • Introducing digitally transformed processes requires time and effort in engagement with the impacted employees. Build that time into the roll-out calendar. Shorting the initial adoption period is the biggest miss I see most often.
    • Ensure senior leadership and process influencer involvement early and often.
    • Focus on the WIIFMs (What’s In It For Me) value in every conversation. Users really don’t care much about the “bigger picture” value the digitization will produce; they focus on how it helps them do their job faster and easier. Unless everyone in the business owns stock in the company shareholder value is a poor WIIFM.
  • Measure Adoption Religiously
    • Observe usage regularly. Regularly depends on the process being performed some processes occur daily, others monthly or even less often, build a measurement scheme that takes these periods into account.
    • Digital observation is only one way to measure adoption, it’s often the least reliable method. Digital monitoring will only provide a signal that adoption is weak, physical observation and measurement offers stronger data to assist users in adoption.
  • Recognize Early Adopters
    • Positive reinforcement of early adoption through highlighting success stories builds momentum for the changes implemented.
    • Publicize stories about how customers are served more quickly and accurately than ever before or any other positive outcomes from early adopters.

Closing Thoughts

Digital transformation with embedded artificial intelligence is underway across the business community. Massive investment in digital technologies only produces the desired outcomes when these technologies become institutionalized as leading practice in your business. Be mindful of the positive steps you can take to reduce the risk of failure by planning carefully and executing flawlessly.

November 6, 2024 Posted by | Uncategorized | , , , , | Leave a comment

Digital Transformation: Real or Marketing Jargon?

Digital transformation—it sounds like the latest buzzword cooked up in a marketing lab, doesn’t it? But when you peel back the layers, you realize it’s far more substantive than flashy jargon. Let’s dig in.

A Little History

In my career I’ve been fortunate to grow and change at the pace of technology. In college I used a typewriter and carbon paper to author assignments and punch cards to program mainframes. So, I get the whole digital transformation thing deeply. But hasn’t it been going on since the mid-20th century? Understanding the contemporary version of digital transformation demands a look at history. The transition from analog to digital processes has been happening for decades. From the introduction of computers in the workplace to the rise of the internet, the shifts have been profound and continuous.

Take the Industrial Revolution, for instance. It was a period of tremendous change, with new machinery and technologies altering the way work was done. Similarly, the advent of computers in the mid-20th century marked the beginning of a new era. Businesses began to automate tasks that were previously manual, leading to increased efficiency and productivity.

Digital Transformation Evolution

The term “digital transformation” itself might feel new, but the concept is rooted in these historical shifts. Today, it refers to integrating digital technology into all areas of a business, fundamentally changing how you operate and deliver value to customers. This transformation is driven by the rapid advancement of technology and ever-increasing customer expectations.

In the 1990s, the rise of the internet brought about the first wave of contemporary digital transformation. Companies began to create websites, explore e-commerce, and digitize some of their operations. Some of us have scars to show from these early experiments where the website was the only digital part. Orders or inquiries may have been posted to the website but behind the scenes it was “rip and read” where we would rip the paper from the printer and read the internet result then manually execute the rest of the process. The early 2000s saw the rise of social media and smartphones, further pushing businesses to adapt. The current wave of digital transformation goes beyond mere digitization—it’s about rethinking and reimagining how businesses function in a digitally-driven world.

Not Just Marketing Hype

So, is digital transformation just marketing language? The evidence suggests otherwise. True digital transformation involves significant changes to business processes, culture, and customer experiences. It’s not about slapping a digital interface on an old process; it’s about fundamentally rethinking how to use technology to drive growth and efficiency.

Real-World Impact

Consider companies like Netflix and Amazon. Netflix started as a DVD rental service but transformed itself into a streaming giant by embracing digital technologies. Amazon, once an online bookstore, now dominates e-commerce and cloud computing thanks to its relentless focus on innovation and technology.

In manufacturing, digital transformation is manifesting as the Industrial Internet of Things (IIoT), where machines communicate with each other to optimize production, and digital twins allow virtual simulations of supply chain automation. In healthcare, digital transformation means better patient engagement through electronic health records and telemedicine.

Final Thoughts

Digital transformation isn’t just a shiny new term invented by marketers. It’s a continuing evolution that requires businesses to integrate digital technologies at their core. It’s about embracing the future while learning from the past. While the term may be relatively new, the concept is deeply rooted in the historical progression of technological innovation. So next time you hear the phrase, know that it’s more than just a buzzword—it represents today’s challenges and the future of business.

Over the next few weeks, I’ll be sharing tips and tricks to aid in the identification and adoption of digital technologies that drive transformations efforts.

October 23, 2024 Posted by | Uncategorized | , , , , | Leave a comment

The Price is Right: Cracking the Code of Productivity

Leading a highly productive organization—that’s every executive’s dream, isn’t it? But here’s the catch: it’s like herding cats. I mean, have you ever tried to herd cats? Exactly.

In my line of work, productivity issues pop up like whack-a-mole. Weak leadership, lousy tools—you name it. Clients think tech can magically fix these bumps and potholes on the productivity road. Some even go all out on training programs, as if a few webinars will turn Bob from accounts into Steve Jobs. Spoiler alert: it won’t. Enter Price’s Law.

Understanding Price’s Law: The Square Root of Productivity

Price’s Law—the square root of productivity. Sounds fancy, right? Derek J. de Solla Price, who probably had too much time on his hands, came up with this in ’65. He basically said that if you have 100 employees, about 10 of them will do half the work. So, next time you’re in a meeting with 100 people, look around. Ten of them are actually doing something. The rest? Well, they’re probably forwarding memes.

This isn’t just office gossip. It’s everywhere! Academia, business, creative industries—yep, same story. It’s like we’re all part of one big, inefficient sitcom.

Then there’s the Pareto Principle—the 80/20 rule. It’s like Price’s Law’s less nerdy cousin. It says 80% of the effects come from 20% of the causes. Both say productivity is uneven, but Price’s Law is more like, “Hey, let me give you a precise math equation to show you just how much everyone else is slacking off.”

The Origins of Price’s Law

In the 60s, Price noticed that a few scientists were making most of the significant contributions. So, while everyone else was pretending to read their emails, these folks were doing all the actual work. Thus, Price’s Law was born and applied everywhere. Sales teams, coding departments, universities—you name it.

Organizational Structure Implications

Businesses can learn a thing or two from this. In a sales team of 100, about 10 people will close half the deals. The rest are probably just updating their LinkedIn profiles. Managers should identify their top performers and maybe, just maybe, reward them. Shocking idea, I know.

As companies grow, the number of genuinely productive people doesn’t keep pace. You end up with more dead weight, and things slow down. So, the key is to create an environment that keeps those top performers happy. Maybe don’t give them an open-plan office right next to the kitchen, yeah?

Real-world examples? Sure. In a research lab with 100 scientists, about 10 will come up with the groundbreaking stuff. The rest? Well, someone’s gotta make the coffee. In a tech company with 200 developers, about 14 will write the code that actually matters. The rest are probably arguing over tabs vs. spaces. In academia, out of 40 professors, around 6 will publish the papers that get all the citations. The rest are perfecting their PowerPoint animations.

Critics argue that Price’s Law simplifies complex human behavior. No kidding! But, even with its flaws, it’s a handy way to understand productivity.

Take Aways

Price’s Law offers a compelling perspective on productivity and performance within groups. By recognizing that a small number of individuals often drive a significant portion of the results, organizations can better allocate resources, identify top performers, and create environments that foster high performance. While it is not a one-size-fits-all solution, Price’s Law provides a valuable framework for understanding and refining productivity in various domains.

So, takeaway time: Price’s Law tells us that a small group often drives the bulk of the results. Spot these people, reward them, and don’t let the other ones drag the whole thing down. Easy, right? Well, it’s a start.

October 16, 2024 Posted by | Uncategorized | , , , | Leave a comment

Disaster Communications

Hurricane Helene hit my hometown of St. Petersburg, Florida as well as much of the Gulf Coast, with a record storm surge.  Power in my neighborhood was down for four days and is still being repaired.  Our utility provider was prepared and ready to jump on the issues with hundreds, if not thousands, of technicians to get on the remediation actions.  Well, done!

We had access to an outage portal to report against and watch progress, sort of.  We had numbers to call for updates, sort of. We got SMS updates on progress, sort of.  The key here is sort of.  All the pieces are in place to communicate to ratepayers effectively again I say well, done.

Despite the readiness of the utility to respond and communicate I felt the result was anemic.  The first status update on my neighborhood for power to return was 36 hours post event, cool.  Well, that estimate passed and nothing was updated until about 24 hour later that power would be restored in about 6 hours, how exciting.  Yet another estimate was inaccurate and the following day there were no updates.  So basically, after the last update which was about 60 hours past the first update there had been no additional updates. I called customer service; they had no additional information other than the portal’s stale estimate. Hmm…no update, no trucks in the area, no power, no hope.

Miraculously, 96 hours after the initial estimate had passed, we had trucks in the neighborhood.  The portal status update remained stale.  Were these big trucks just visiting? I don’t know.

Without power the neighborhood went old school, people walking around asking each other what they knew.  We all knew the exact same information, absolutely nothing current. Being the proactive dude I am I asked the crew lead about their assignment. He was clear, they were sent to evaluate the issues and remediate.  Any timing update? Nope! They could fix the problems but had no control over energizing the power. OK then.  Still no change in status on the portal or an SMS update. Hmm…

Finally, with no warning over100 hours past the stale update we had power.  Amen!! Thank you, Mr. Utility Man.

Recommendations for Utilities

Customer experience management is my primary competency, I’ve been working with businesses to improve their customer experience for near 30 years.  I could not have been more disappointed with my utilities and their ratepayer communication during this disaster.  It was a big fat ZERO on a ten-point scale.  There was not one piece of useful information available during the outage other than we were in an outage area, already knew that piece.

Tips for Utilities

  • Use the tools you have.  Have your teams update status for ratepayers at reliable intervals.  Even it there isn’t a change in status.  Hearing from you in anyway is a comfort.
  • Be honest. If the end point for remediation is unknown, say that.  Try not to provide estimates based on pure speculation.
  • Be present. Not having had a whiff of a utility truck in our area for four days after the event was disheartening. Our neighborhood felt forgotten. Send an ambassador or some sort to give comfort that you exist with a physical presence.

I can’t say enough about the competency of the utilities in solving the myriad of problems when a natural disaster occurs.  They do incredible work around the clock.  With a few little communication tweaks my personal ratepayer experience would have been so much better.

October 2, 2024 Posted by | Uncategorized | , , | Leave a comment

Professional Certifications: Who Cares?

On a cold March morning many moons ago in Rockport, Massachusetts after completing our final open water certification dive the SCUBA instructor was pleased to say that we all had passed. He went on to remind us that all the little certification card meant was we could buy air at a dive shop, it didn’t mean we were divers, achieving that took the judgment that came with experience. My military jet instructor had a similar message when we got our wings, “those wings do not include judgment.” In both cases I described the certifications were only measures of a basic competency foundation opening the door to build ability.

Professional certifications are rampant in today’s fast-paced and competitive job market.  They have become a popular way for individuals to demonstrate their skills and knowledge. However, the sheer number of certifications available has led me to question their value. Are all these professional certifications becoming meaningless?

The Rise of Professional Certifications

Professional certifications have long been a way for individuals to validate their expertise in a specific field. They are often seen as a mark of credibility and a way to stand out in a crowded job market. Over the past few decades, the number of available certifications has skyrocketed. From IT and project management to healthcare and finance, there seems to be a certification for almost every profession and skill set. In doing a search for the numbers of certificates available the only approximate number I could find was “thousands” actually many thousands.

Several factors have contributed to this growth:

  • The rapid pace of technological advancement has created a demand for specialized skills. Certifications offer a way for professionals to keep up with these changes and show their proficiency.
  • Increasing emphasis on lifelong learning and continuous professional development has led to a greater focus on getting new credentials.
  •  Online learning platforms have made it easier than ever to obtain certifications, further fueling their proliferation.

The Dilution of Value

While the increase in certifications offers more opportunities for professional development, it also raises concerns about their value. One of the main issues is the lack of standardization. With so many certifying bodies and programs, the quality and rigor of certifications can vary widely. This inconsistency makes it difficult for employers to assess the true value of a certification and for professionals to know which credentials are worth pursuing.

Another concern is the commercialization of certifications. Many organizations have recognized the lucrative potential of offering certification programs and have flooded the market with new credentials. This has led to a situation where almost anyone can obtain a certification, often with minimal effort or investment. As a result, the prestige and significance of certifications have diminished, and they are no longer seen as a reliable indicator of expertise.

The Impact on Professionals and Employers

The proliferation of certifications has created a challenging landscape for both professionals and employers. For professionals, the pressure to obtain multiple certifications can be overwhelming and costly. It can also lead to a focus on accumulating credentials rather than developing deep, meaningful expertise. This credentialism can create a false sense of competence and undermine the importance of practical experience and critical thinking skills.

For employers, the abundance of certifications complicates the hiring process. With so many credentials to choose from, it can be difficult to determine which ones are truly valuable and relevant to the job. This can lead to a reliance on certifications as a shortcut for assessing candidates, rather than a comprehensive evaluation of their skills and experience.

Invest in Certifications Wisely

Despite these challenges, certifications can still hold value if approached thoughtfully.

  • Professionals:
    • Focus on obtaining certifications that are recognized and respected within your industry.
    • Prioritize continuous learning and practical experience over simply accumulating credentials.
  • Employers:
    • Take a holistic approach to evaluating candidates, considering certifications as one of many factors in the hiring process.

September 18, 2024 Posted by | Uncategorized | , , , , | Leave a comment

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