‘Don’t consider that it can be able to think for you, it has to follow a process.’ – Gavin Goates’ Biggest Digital Transformation Lesson

Question 1 – What’s the biggest lesson you’ve learned from your Digital Transformation experience?

“I think firstly, people have to understand that the artificial intelligence, the robotics we’re using, you have to simplify the process to the nth degree. Don’t consider that it can be able to think for you, it has to follow a process. I think the other thing you really need to learn is about your people, you have to have a level of empathy, you have to assure them from the get go that its not about replacing their jobs. You do that really through three ways. The first is by giving them a level of control, you know at the end of the day people are going to turn around and say to you that it doesn’t do as well as me but they see in time that it does and it does it consistently and it doesn’t make mistakes. Secondly its about being open and transparent that it’s not there to replace your job, actually we want to keep the team small and this is going to take away your small, mundane work. And then thirdly its all about keeping them informed, this is when it’s going to happen. So for me, I’ve learnt a lot.”