TECHNOLOGY only did we interview them , but they interviewed us to see if their business was suitable to what we were trying to achieve . I got a lot of comfort out of that ,” he comments . “ We were entering a new space when we engaged with Tealium so they were fantastic taking us on that journey as well – their implementation and the support they offer us as we go through that learning curve has been fantastic .”
With vendors and products selected , the fourth phase NHF went though was development and implementation , bringing in BAs , developers , data scientist , testers and even an Agile coach to ensure the technology transformation ran smoothly among staff , too . This laid the path for the currently ongoing final stage – “ taking all those learnings we went through in phase four and actually doing something about that .” For Riddle , getting passionate people on board with the changes the organisation was experiencing – in terms of bringing customers to a single point as well as unifying the organisation itself – was key in managing the significant culture shift involved in any technology transformation . “ You need bottom-up buy-in because you ’ re looking at people ’ s processes , and change management is a key component of this . You ’ ve got to be aware of how it impacts them and how they are involved in the whole process ,” he explains .
“ I try and understand the emotional life cycle people go through with change ,” Riddle adds . “ Another aspect is when you communicate with
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