Full recording of interview with Renuka Sastri, Digital Transformation executive
0:00: Intro and background
3:00: AAA enterprise strategy, digital products
4:00: Product management and using data
4:40: Starting the AAA eBusiness team
5:22: Beginning Digital Transformation at AAA
6:40: Approaching customer needs in a structured way
8:00: Understanding points of friction within new digital product and legacy dependencies
9:00: bringing data together from all sources
11:18: What data, who had it, and what do we do?
12:05: Working together to generate insights from data
13:30: Bring the right people into the conversation
14:36: Customer journey mapping and visualization
15:15: Enabling each business function to participate
16:15: DT is less about tech and more about people
17:30: The real challenge is not knowing where the roadblocks
18:00: The internal and external human element
19:15: Accesso was looking to break down silos and find efficiencies
21:05: Mapping out all the tools, and products across the enterprise
21:45: One sheet to rule them all
25:05: Play to your strength and allow the team to play to their strengths
26:43: Strategic transformations are not overnight, set expectations accordingly
28:50: Agile and iteration needs to culturally accepted
30:55: Tools and resources list
33:40: 100 Women Strong
36:01: Question your assumptions about the people you serve
List of resources:
- Internet and Technology at The Pew Research Center
- Organizational Change Management | CIO
- Customer Experience and Digital Transformation | Qualtrics
- HumanFactors Design | UX Magazine
- Farnam Street BlogA Civic Technologist’s Practice Guide – Cyd Harrell and #civictech on Twitter
- Implicit biases: implicit.harvard.edu
- Renuka’s work in strategic philanthropy at
- 100 Women Strong: Empowering Women and Children Central Florida Foundation Central Florida Foundation (cffound.org)
- And, just for kicks, https://twitter.com/shituserstories