The Grumpy Guide for Tech Leaders: Nailing Customer-Centric Service in a Digital World

This video discusses the frustrating hotel booking experience and questions the poor customer experience in many industries. It blames the lack of customer-centricity on leadership and middle management and suggests training and hiring customer-focused middle managers. The video also criticizes chasing buzzwords without understanding their value and highlights the importance of accurately defining competitors and targeting the right market segment. It further discusses the challenges of digital transformation and the low success rate, attributing failure to poor definitions, distractions, and lack of resources. The video emphasizes the need for realistic expectations, proper sizing, and adequate funding for successful transformation.