Being a Digital Leader - the Good, Bad AND Ugly of Digital Transformation

AND Digital
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Join us as we dive deep into the world of digital transformation with real-life stories of breakthroughs and challenges from the front lines. In each episode, we'll sit down with industry experts, AND Digital consultants, and other influential figures in the technology space to hear about their personal experiences of leading digital transformation initiatives.  We'll explore what worked, what didn't, and the lessons learned along the way.

  1. Reinvention, resilience & the realities of digital leadership

    NOV 14

    Reinvention, resilience & the realities of digital leadership

    What does real transformation look like when the pressure is on and assumptions break? We sit down with two Currys leaders who have lived the good, the bad and the ugly of digital change and found a way to turn urgency into value. Their journeys—one from creative studios into tech delivery, the other from e‑commerce into enterprise architecture—show how curiosity, clear intent and stakeholder empathy can move mountains. We get specific about crisis execution and lasting impact. You’ll hear how contactless click‑and‑collect launched in just three weeks to keep essential tech in homes, and how ShopLive evolved into RepairLive to blend human expertise with video support. We explore the less glamorous side too: when a vendor programme inflates beyond reason, the right call can be to pause, modernise what works, migrate to the cloud and simplify APIs instead of forcing a risky replacement. The same mindset guides their data centre exit, where migration methods changed as they learned more about heritage systems and business risk. Culture threads through every win. A thriving women’s network that spans corporate, retail and supply chain, plus flexible hybrid working, widens the talent pool and builds psychological safety—the spark that turns whiteboards into engines for better ideas. We connect diversity to outcomes: teams that mirror customers make smarter choices, move faster and create products people actually use. Looking ahead, we dive into hyper‑personalisation beyond one‑off campaigns and the promise of GenAI to accelerate content, support and colleague tools—always paired with human empathy for complex moments. The biggest challenge? Pace. Balancing ambitious roadmaps with commercial reality, prioritising ruthlessly, and revisiting assumptions before they ossify. Expect practical lessons on stakeholder buy‑in, outcome‑led planning, and the courage to pivot when facts change. If this conversation gives you ideas for your own roadmap, share it with a colleague, hit follow, and leave a quick review—what’s the smartest pivot you’ve made lately? Visit AND Digital's website here for the latest episodes and to stay informed. Follow us on: Linkedin: and_digital X: AND_digital Insta: and.digital

    58 min
  2. The cost of getting customer experience wrong

    JUN 10

    The cost of getting customer experience wrong

    The gap between what customers expect and what businesses actually deliver is widening, costing companies millions in lost revenue. In our recent panel, Alex Comyn (AND Digital), Catriona Morse (Royal London), Tim Mason (the pioneer of Tesco Clubcard and CEO Eagle Eye) and Rich Bovey (Chief of Data, AND Digital) explore this costly disconnect and offer practical remedies. Over half of the 250 business leaders we surveyed say poor customer experience has already cost them millions, and a similar number admit they’ve lost customers as a result. Yet organisations still favour efficiency over experience, often choosing to appease stakeholders rather than customers. Tim Mason insists that true customer-centricity is less about technology or data and more about understanding people’s lives. After all, data might show what customers do, but rarely explains why, leading 56 per cent of firms to make AI-driven decisions on flawed data, risking trust and reputation. Our experts agree that the real edge lies not in AI tools, now widely available but in data quality and a culture that acts on it. The number-one risk, they warn, is doing nothing. From restaurants changing napkin colours to spare dark trousers from lint, to travel firms easing trips with children, the smallest touches reveal genuine understanding and win loyalty. Discover how to bridge the gap in our “Know Me or Lose Me” report download it today to learn how better data and emerging AI can forge deeper customer connections without expensive mis-steps. Visit AND Digital's website here for the latest episodes and to stay informed. Follow us on: Linkedin: and_digital X: AND_digital Insta: and.digital

    59 min
  3. The Telegraph's digital evolution

    MAY 29

    The Telegraph's digital evolution

    What happens when centuries of tradition collide with rapid technological change? In this episode, we sit down with Toby Wright, Group Chief Technology Officer at the Telegraph Media Group, who shares his remarkable 18-year journey steering one of Britain's most venerable news organisations through waves of digital disruption. Toby's story begins unconventionally—working free night shifts at Intel as a teenager before climbing through the tech ranks. His candid reflections on experiencing heart failure at his desk in 2014 provide a powerful wake-up call about work-life balance in high-pressure technology roles. "Whenever your children know the names of all your staff because they're always ringing you up in the middle of the night—that's a really bad idea," he reflects, offering hard-earned wisdom about sustainable leadership. Whether you're navigating digital transformation in your own organisation or simply curious about how established institutions adapt to change, Toby's practical wisdom and forthright observations offer valuable perspective on balancing innovation with integrity. Subscribe to hear more conversations with leaders tackling technology's toughest challenges. Visit AND Digital's website here for the latest episodes and to stay informed. Follow us on: Linkedin: and_digital X: AND_digital Insta: and.digital

    59 min
  4. How AI and data are revolutionising customer loyalty programs

    APR 2

    How AI and data are revolutionising customer loyalty programs

    Join us for an insightful episode with Liz Gaskin-Payne, a leader at IAG Loyalty, as we explore the fascinating world of customer loyalty programs and digital transformation. Liz shares her unique career journey, beginning as a broadcast engineer and evolving into a pivotal figure in loyalty management. Throughout her journey, she has developed invaluable skills that revolve around problem-solving, customer engagement and strategic thinking. In this episode, we delve into how data and AI are reshaping customer experiences in a rapidly changing landscape. Liz discusses the importance of personalisation in loyalty programs and the necessity of understanding customer behaviours for successful engagement. Visit AND Digital's website here for the latest episodes and to stay informed. Follow us on: Linkedin: and_digital X: AND_digital Insta: and.digital

    58 min
  5. Creating Winning Teams: Lessons from sports and airlines

    MAR 3

    Creating Winning Teams: Lessons from sports and airlines

    How can sports shape leadership? In this episode, Dan Jowett, Senior Manager at Etihad Airlines, shares how coaching elite football teams influenced his leadership style. From his civil service roots to British Airways and Etihad, Dan’s journey offers insights into resilience, emotional intelligence, and team dynamics. Discover how diverse “rainbow teams” drive innovation, why asking the right questions matters, and how aligning teams toward a common goal fosters success. Dan also unpacks the role of trust, managing change, and how data-driven innovation is transforming aviation.  Visit AND Digital's website here for the latest episodes and to stay informed. Follow us on: Linkedin: and_digital X: AND_digital Insta: and.digital

    1h 6m
  6. From Mountains to Modern Tech: Andy Lole from Travel Chapter

    JAN 22

    From Mountains to Modern Tech: Andy Lole from Travel Chapter

    What if navigating the fast-paced world of technology and digital transformation could be as thrilling as a mountain climb? Join us for an engaging conversation with Andy Lole, Chief Technology and Product Officer at Travel Chapter, as he shares the fascinating twists and turns of his career journey.  Andy’s insights offer a roadmap through the complexities of project management and leadership in tech. He underscores the critical need for contingency planning and adaptability. His journey illustrates the art of aligning business visions with investment strategies, ensuring growth is both sustainable and strategically sound. His leadership philosophies, influenced by experiences in diverse cultures, offer a unique perspective on talent retention and team scaling in the digital age. From the logistical challenges of remote teams to the cultural nuances of global business, Andy’s insights are invaluable for anyone looking to steer their organization through the modern landscape of digital transformation.  Visit AND Digital's website here for the latest episodes and to stay informed. Follow us on: Linkedin: and_digital X: AND_digital Insta: and.digital

    1h 7m
  7. Adapt. Lead. Succeed: Lynn Campbell at Sky on Driving Change in Tech

    12/09/2024

    Adapt. Lead. Succeed: Lynn Campbell at Sky on Driving Change in Tech

    Join Lynn Campbell, Director of Assisted Customer Experience at Sky, as she shares her inspiring journey from an anatomy degree to tech leadership. Learn how adaptability and continuous learning shaped her path, including milestones like returning to work after maternity leave and enriching her career through counseling. Lynn delves into digital transformation projects like billing migrations and launching Sky Glass during the pandemic, highlighting team motivation, clear communication, and AI’s role in customer experiences. She also discusses talent recruitment, the value of apprenticeships, and fostering diversity. Perfect for anyone navigating tech’s fast-paced world, this episode is packed with insights on embracing change and leveraging strengths. Visit AND Digital's website here for the latest episodes and to stay informed. Follow us on: Linkedin: and_digital X: AND_digital Insta: and.digital

    27 min
  8. Building an inclusive and resilient future in tech: My leadership journey: Peter Brown, Lloyds Banking Group

    09/17/2024

    Building an inclusive and resilient future in tech: My leadership journey: Peter Brown, Lloyds Banking Group

    What if your neurodiversity could be your ultimate career superpower? Join us as we sit down with Pete Brown, Engineering Lead at Lloyds Banking Group, who shares his remarkable 15-year journey from graduate scheme entrant to digital lab leader. From eye-opening customer-facing roles to complex data center migrations and transformative mentorships, Pete reveals the pivotal experiences that have shaped his career.  Discover how he has navigated the nuances of a regulated industry while leveraging his unique strengths to drive IT transformation with significant business impact. Visit AND Digital's website here for the latest episodes and to stay informed. Follow us on: Linkedin: and_digital X: AND_digital Insta: and.digital

    48 min
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Join us as we dive deep into the world of digital transformation with real-life stories of breakthroughs and challenges from the front lines. In each episode, we'll sit down with industry experts, AND Digital consultants, and other influential figures in the technology space to hear about their personal experiences of leading digital transformation initiatives.  We'll explore what worked, what didn't, and the lessons learned along the way.

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