Recently, I came across an article that highlighted significant advancements in Quantum Computing, signaling its transition from theoretical to tangible reality. This innovation opens a plethora of opportunities and challenges, evoking a mix of excitement and contemplation. Imagine a future where we could pinpoint the root causes of diseases like cancer and develop vaccines for Alzheimer's. Yet, this certainty could also diminish the intrigue and wonder that drive human curiosity and progress.
For those at the forefront of these groundbreaking technologies such as AI, Mixed Reality or any other emerging technology, particularly in guiding businesses through their adoption, the journey is often complex and multifaceted. Balancing the transformative potential of these technologies with ethical considerations, while ensuring clients achieve maximum ROI, demands a nuanced approach. This requires proficiency in project and change management, coupled with a deep understanding of the client's technology infrastructure and organizational culture.
You may be the leader of client-facing teams that have faced challenges like:
Client Hesitation: Overcoming resistance from clients who are wary of the extensive preparation, data management overhaul, and custom application development required.
Team Readiness: Ensuring clients have the appropriate team and internal support, along with comprehensive pre-sales education, to embrace the new technology.
Market Pressures: Assisting clients facing competitive pressures, escalating costs, and the need for accelerated product launches, ensuring they do not abandon your solution in favor of competitors.
As Priya Sarathy, CEO of Wheel Data Strategies reflects: Handling product innovation using emerging technology adds a new challenge to build trust in the future product early and ensure acceptance and adoption exists at release. That trust is nurtured by providing relevant, timely, enabling information to the community impacted by the new product. This is intrinsic to onboarding activities when development investments are substantial. By receiving early feedback, companies can course correct, and ensure post-release acceptance. Thus satisfying the 2 elements of the TAM (Davis 1989): Perceived usefulness and Perceived ease of use. This ensures higher acceptance of the product on release. She compares her observation with the product launches by a company known to adopt the latest in emerging technologies:
Apple’s strategy for the new technology-enhanced release of iPhone 15 includes multiple levels of communication a year ahead of the release. They provide a forum to receive early feedback from the impacted community of application developers, consumers, and Enterprises seeking enhanced security features.
The 3 key onboarding communications include
iPhone 15 Pro Max release on June 2024.
Unveiling of the new technology at "Wonderlust" event on September 2023.
Developers were provided details in June 2023, WWDC23 Conference.
Introducing Our Mini-Series on Effective Technology Onboarding
To support executives navigating these challenges, we are launching a mini-series focused on best practices and strategies for successful technology adoption. With insights from industry experts such as Priya Sarathy, Ph.D, CDMP , Ursula Llabres and Beverly Wright, PhD, CAP and others, we will delve into critical considerations for implementing emerging technologies.
Key Topics Covered
Navigating Technology Complexity and Unknowns
Mitigating Risks with Innovation Diffusion Strategies
Implementing Effective Change Management Strategies
Ensuring Data Security and Privacy
Enhancing Customer Support and Success
Maintaining Competitive Edge through Market Dynamics
Balancing Resources for Scalable Onboarding
This series aims to equip you with the knowledge and tools to refine your onboarding methodologies, ensuring they are robust, scalable, and aligned with both technological advancements and market needs. Stay tuned for insights that will help you lead your organization through the transformative journey of adopting and integrating emerging technologies.
About the Authors:
Kathleen Rouse is an Independent Consultant and has taken her 20+ years of experience maximizing adoption and increasing renewal rates to best-in-class 95%+ and 45%+ growth rates and turned them into playbooks, processes & templates for her clients to increase their customer retention and growth.
Priya Sarathy, Ph.D, CDMP is a data strategy leader and analytics enabler with over 15 years of experience in leading analytics solution design and build, and transformations across various industries, such as financial, telecom, technology, and services. She has a Ph.D. in Econometrics and Quantitative Economics, and multiple certifications in machine learning, programming, and Data management.
Ursula Llabres currently leads the Reality Labs Customer Growth Team at Meta. The team’s mission is to help clients solve business problems with tomorrow’s technology and open new markets bringing innovative XR Technology into the Enterprise. Ursula was one of the founding leaders of customer success practice (being one of the first 10 in CS at salesforce.com back in 2005) and since has transformed and led high performing global teams at some of the top tech companies like Oracle, Salesforce.com, Box, Microsoft, Insidesales.com and now Meta to name a few.
Dr. Beverly Wright serves as VP of Data Science & AI, and Executive Director for Data Science & AI at University of Georgia, as well as Past President of INFORMS Analytics Society, and Chair of Data Science & AI Society at Technology Association of Georgia. Beverly is a sought-after professional speaker at established conferences, presenting on topics related to data science, artificial intelligence, consumer insights, and marketing analytics.
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