Travelex’s Chief Digital Officer on what it takes to fulfil the role
Digital by far has been the most pervasive change to the 21st century, immersing us in a virtual world where our taps, swipes and clicks dictate the physical world around us.
Lining our pockets are supercomputers so powerful, they make the technology used to send man to the moon for the first time seem laughable.
It’s meant that customer behaviour has changed rather dramatically. Seeing consumers develop expectations to be able to get whatever they want, day or night.
And with mobile becoming increasingly pervasive, this isn’t going to change soon.
As such, businesses have had to adapt accordingly and Chief Digital Officer’s have been brought in by most companies to “galvanize” organizations, and “inject a much more customer centric, data led, tech enabled view on things.
The attributes of a CDO need to be that of a catalyst, someone who drives change and is disruptive to his or her very core.
A study by Accenture described the responsibilities of the CDO as the following:
- Develop digital vision
- Place customer experience at the canter of this vision
- Kick off customer oriented projects
- Apply appropriate marketing models
Thus, the attributes of a CDO need to be that of a catalyst, someone who drives change and is disruptive to his or her very core.
They need to be comfortable with risk, ambiguity, have a great mix of corporate and startup experience, “good relationship building skills and they need to combine strategy with execution”
Equally, if they can’t “execute on that vision, people will lose faith quickly.”
Not as easy as it sounds is it?
To hear more about the attributes of a CDO, listen to this weeks edition of the Hot Topics podcast, featuring an interview with Travelex CDO, Sean Cornwell.