Rosemarin offers advice on helping customers navigate through the transition brought about by new technology. He emphasizes the importance of respecting established processes, focusing on customer problems, defining the benefits of the technology, and conducting a proof-of-value test with executive support. He concludes by encouraging businesses to be strategic partners in helping their customers innovate and lead in their respective industries.
Key takeaways:
- Generational innovation such as AI and machine learning are asserting themselves as the next big thing, with early success in customer experience, marketing personalization, and application development.
- Helping customers manage change involves respecting people and processes, starting with the customer problem and working outward, clearly defining the benefits, and conducting a proof-of-value test with direct support from executive sponsors.
- Change can be difficult but being the best partner to help customers succeed at it can elevate you from merely being a vendor to being an essential strategic partner.
- Generative innovations over the last 25 years have completely changed the way media is consumed, retail is conducted, and food service is delivered, demonstrating the potential of AI and machine learning.