Rethinking Your Digital Transformation Roadmap: Key Insights from Industry Leaders

As the business world continues to evolve, digital transformation remains at the forefront of corporate strategies. Recently, a panel of experts gathered at the Smarter Services™ Executive Symposium  in Chicago, IL to discuss their unique approaches and insights into navigating the complex journey of digital transformation.

The panel featured:

• Eduardo Bonefont, Worldwide VP, Technical Services – Life Sciences Segment, Becton Dickson
• Susan Chandy, Sr. Director, Lead Business Partner, IDS Technology & Global Services, Becton Dickson
• Kristi Kennedy, Managing Director, Enterprise Application and Technology Governance, AAA
• Scott VerBracken, Vice President – Automotive Services, AAA
• Daniel Basile, Vice President of Field Services, TOMRA
• Jay Sethuraj, Vice President of Technology, TOMRA

Each speaker highlighted key aspects of collaboration, trust, and the evolving roles of technology in shaping the future of their organizations.

Building Trust and Collaboration

Scott VerBracken, VP of Automotive Services at AAA, emphasized that “every relationship starts with trust.” Collaboration is the cornerstone of any successful digital transformation. VerBracken pointed out that establishing trust is crucial not only between teams but also with internal stakeholders. Setting clear expectations and delivering on them is fundamental to fostering a collaborative culture that drives successful outcomes.

He noted that one of the biggest pitfalls organizations face is implementing technology for the sake of technology. Instead, the focus should always be on solving customer problems and anticipating future needs. “The last thing we want to do is technology for technology’s sake. We need to listen to the customer,” VerBracken added.

The Importance of Defining Clear Requirements

Susan Chandy of Becton Dickson shared insights into how IT and services teams can work together effectively. She emphasized that ownership of strategy needs to be shared, and cross-functional teams should define requirements collaboratively. One of the key takeaways from her discussion was the importance of establishing accountability by forming dedicated project management teams to drive timelines and milestones together.

Chandy also acknowledged the critical role of external expertise. External benchmarking and expertise have become essential in ensuring projects remain on track and successful. The result? Her team at Becton Dickson has built a reputation for completing projects on time, leading to more investments and continued success.

Striking the Right Balance in Decision-Making

When it comes to digital transformation, disagreements and differing opinions are inevitable. Daniel Basile, VP of Field Services at TOMRA, spoke about the importance of balanced decision-making. He emphasized that no single party should dominate the discussion. Instead, it’s a “give and take” process that ensures both technology and business goals are met.

Basile shared his team’s approach to creating solutions that meet customer needs while understanding the limitations of each party involved. “There’s always a give and take. We all want the perfect solution, but we need to understand what’s possible and make sacrifices where necessary,” he said. This balanced approach allows TOMRA to deliver solutions that are not only efficient but also scalable.

Shifting KPIs and Metrics with AI

As organizations begin to embrace AI and other advanced technologies, the metrics they use to measure success are evolving. Kristi Kennedy of AAA shared that companies that successfully leverage AI are ten times more likely to adapt their key performance indicators (KPIs). “We need to talk about metrics that matter,” she said. Defining these critical KPIs is essential as companies look to AI to uncover new insights and drive innovation.

Kennedy also spoke about predictive analytics as a key focus for AAA moving forward. By leveraging big data, the company aims to anticipate and meet customer needs before they arise. For example, Kennedy described how AAA is using weather data, event information, and historical trends to predict spikes in roadside assistance demands, ensuring that resources are allocated efficiently to meet customer expectations.

The Cloud and Predictive Analytics

Jay Sethuraj, VP of Technology at TOMRA, stressed the importance of cloud adoption in modern digital transformation strategies. “If anyone hasn’t moved to the cloud, you’re behind,” he said. Cloud technology offers the scalability necessary for growing businesses and enables organizations to compete with larger enterprises by providing access to advanced capabilities.

Sethuraj also discussed TOMRA’s focus on asset performance management and remote diagnostics. By leveraging predictive analytics, TOMRA is working to improve equipment efficiency and reduce downtime, which in turn enhances the customer experience and boosts revenue streams.

The Road Ahead for Digital Transformation

One common theme emerged across all the panelists: digital transformation is not a one-size-fits-all approach. It requires continuous evaluation of processes, collaboration across teams, and a strong focus on customer needs. As technology advances, organizations must remain agile, rethinking their roadmaps and adapting their strategies to meet the demands of an ever-changing landscape.

Whether it’s through AI, predictive analytics, or cloud adoption, the future of digital transformation is about aligning technology with business goals and ensuring that every step taken is part of a broader strategy for success.

As Kristi Kennedy concluded, “It’s not about adding 20 KPIs. It’s about defining the metrics that matter.”

Final Thoughts

This insightful discussion reminds us that digital transformation is a complex, multi-faceted journey. It demands collaboration, trust, and a clear vision of how technology can drive business value. As the landscape continues to evolve, organizations must rethink their roadmaps, ensuring they remain focused on the goals that matter most.

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