CX: Juan Araya, (Lessons Learned)

Juan Araya discusses structuring for scale from the eyes of the disruptor and disruptee—both of which Juan knows well. Juan reminds us that before making any actionable change, an end goal must be set. Next, Juan discusses the role speed plays in structuring for scale. Some industries need to move faster than others, which affects their decision making. In the case of Uber, Juan understood that transformative technology supported the speed of change Uber strived for, even more than the other scaling components: people and process. On the flipside, scaling legacy organizations quickly and through technology-first means isn’t conducive to success. His new role with Stryker moves slower and with an enterprise-wide intention different than Uber’s, which Juan details well. Finally, Juan paints a metaphor between scaling and art.