9OCTOBER 2024customer feedback: ongoing feedback loops and scope for design increments from feedback through agile sprints. Good communication with customers throughout is powerful. It creates confidence, inclusion and adoption eagerness. Our program plan must have a communications plan, which should have clear objectives and activities to address each one, and communications should not be an afterthought at the end of the agenda. Let us commit to go beyond `the newsletter'. Let us commit to avoid fake news and stick to tangible impactful successes. Let us not be shy to communicate failures. Reality shows have proved to be very engaging with audiences. Our story should be engaging. We should celebrate successful launches with our customers, and we should invite satisfied customers to be vocal ambassadors; as much as possible our customers are our greatest spokespersons. It is also important to recognise when we are creating incremental functionality to existing tools and methods, and when we are driving a cultural change for our customers. The program may have a significant impact to the working culture for our customers: in how they work, the operating model, the tools they use, what skills they are expected to have, and what level of performance they are expected to achieve. There can be more to a technology program than zeroes and ones. Our program should assess the cultural change implications and how we will ensure that our customers are supported to ensure maximum adoption.Imagine our world where internally-focussed programs are indistinguishable in how they are run from externally-focussed ones; to have the entire organisation `think customer'. There can be more to a technology program than zeroes and ones. Our program should assess the cultural change implications and how we will ensure that our customers are supported to ensure maximum adoption
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