Closing the Chasm Between Leaders & Digital Transformation

“A Day of Reckoning” is a time when the effects of past mistakes catch up with you.  In this case, the particular mistake that will be reckoned with on that day is allowing the chasm between enterprise leaders and digital transformation to exist.   An alarming number of businesses do not have a digital transformation strategy;  a strategy to remain technically competitive but one that also includes a plan to digitally transform the business. Too many businesses participate in “techno-whack-a-mole” until they hit budget constraints or political dynamics because strong cross-functional leaders have not been engaged in the latest iteration of the tech revolution.  The lack of cross-functional leaders, who should be feeding digital insight and strategic alternatives to the GM, President, CEO, or Board, will have a profound impact on the business one day – and one day, that will be reckoned with.

In the casino industry, as in many industries these days, budget constraints create a scramble to reallocate capital to the acquisition of new digital marketing technologies to stay competitive - a practice which will ultimately impact the customer experience. Who makes that decision? Should the IT Department learn marketing? Should the marketing folks learn technology?  This is where strong leadership plays a critical role especially in the hospitality and casino industries. The bottom line is that the customer experience needs to be maximized, optimized, and consistent.  In this case, meeting guest expectations requires broader-based learning that includes a thorough understanding of the digital transformation process and new customer facing technologies that surface more frequently.  From front line employees to the highest level of the Board, the digital knowledge gap must be closed. The entire organization must come into alignment with a digital plan and transformation strategy and recognize that new performance expectations and knowledge standards are required. As this happens, it inadvertently causes disruption, mandating that strong cross-functional leaders who can communicate clearly, drive the process, develop a digital transformation strategy, and effectively manage the disruption that inadvertently comes with it.