Our annual user conference is coming up next week, and everyone is buzzing about the event. I’m really excited about our theme this year, “Reinvent together.”
When I think about the word reinvent, I think about the definition which is “to remake or redo” or “to bring into use again.”
We all know change can be hard, but to reinvent ourselves can be even harder. Why would we want to redo or remake?
I think it’s important to think about reinventing ourselves or our organization. One example I love to share with customers and colleagues is about how one industry changed the way we do business with them every day.
Have you ever thought about the conversations that were had when the idea of ATMs first came up?
Think about this scenario. You are a bank executive. You want to implement ATM machines because it will help increase productivity, service more customers, and generate faster and increased transactions.
And what about if you are a customer of the bank? You’re thinking wow, this will be convenient, it’ll save me time, and I’ll have 24/7 access to my money.
But…what about the bank tellers? Will they be on this same line of thinking?
Of course not! They will be thinking, “ATMs are going to take my job,” “I don’t understand the technology,” and “I’m uncertain what this will mean for my future.”
Now, we know how this story ends. I’d be surprised if there is one person out there who has not used an ATM machine. But did you realize there are more tellers today than there was 10 years ago?
By being able to reinvent the way customers interact with banks, they were not only able to change the system, they were able to expand the way they interacted with their customers. Bank tellers have shifted their roles to be more customer-service oriented which has allowed banks to open smaller and more branches.
Next time you use an ATM think about how that technology has reinvented the way you interact with your bank. With technology always changing what can you do to reinvent yourself? Don’t you want to be leading that change in your organization?
Until next time…I’m Marty, make every minute count.