Transformation Leadership and the Customer Experience
“What if you found out that all of the money you had invested on digital transformation was wasted? The transformation of a company or industry isn’t only about digital things, it’s about putting your customer inside the heart of your ecosystem,” says Michael Carroll. And that transformation starts with the people at the top—with Baby Boomer executives who are often the least well equipped for today’s brave, new digital world. In this presentation, Carroll shares how those who grew up in the “span of control” model of management must also transform themselves by embracing a flatter, more collaborative organization. He’ll also discuss the criticality of drawing one’s customers into your organization’s ecosystem, how leaders can ask new questions that over time influence the future direction of their organizations, and how Georgia-Pacific is implementing these measures within its ranks.