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Digital TransformationDominic Grounsell
Global Marketing Director
Travelex is a large & diverse global business
• 29 markets
• 100+ airports
• 1600 stores
• ~40m Transactions
• Huge B2B player
In recent years, we have experienced seismic shifts in our market
• Consumer & Tech
• Disruptive players
• Data
In 2014, the business made the decision to pivot
• Shift investment to digital
• Refocus around customer
• Be brave & challenge conventions
We’ve made great progress through the stages of transformation
1. Strategy definition & acceptance
2. Capability building & quick win hunting
3. Delivery – nurture the seeds
4. Growth – demonstrate scale & significance
5. Re-wire the organisation
There has been a lot of good….
• SuperCard, App, eComm Growth
• New capabilities starting to bear fruit
• New ideas & perspectives
• Organisation is changing
… there has been some bad…
• Aligning old with new
• Managing expectations
• Death by interview!
… and there has unfortunately been some ugly
• Building the engine while flying the plane
• Dealing with ambiguity
• Cultural whiplash
Key learning 1… It’s all about the people…
• Got to win hearts & minds
• Get ‘most’ people on the boat
• Spot the saboteurs
• Move quickly on square pegs
Key learning 2… Communicate, communicate, communicate
• Why, What, When, How
• Storytelling
• Don’t let questions / uncertainty breed
Key learning 3… Execute, execute, execute
• Move quickly to deliver results
• Nothing builds belief better
• Don’t try and eat the elephant in one go
Key learning 4… Be bold, ambitious & unreasonable
• Set yourself big goals
• If you’re hitting all your targets, you’re not being bold enough
• Push hard and hold a very high bar
Key learning 5… Resilience is essential
• Need to stand up in the headwinds
• Need to keep your energy high
• Need to keep everyone facing forward
It’s been a wild ride so far….
• Pace & energy
• So much to do
• So much to learn