When best-in-class isn't good enough: Tech strategy for category leadership

In this episode, Danielle gives a masterclass on tech selection: how to set a technology strategy for something that's never been done before, how to "diagnose" failure points in a customer experience, and how a flexible architecture approach allowed The St. James to thrive during the pandemic - and become an industry leader in the meantime.  

Timestamps:
1:14 What is The St James - and why its tech needed an overhaul
3:06 How Danielle diagnoses what needs to be "fixed" in the customer experience
5:08 How to make a plan for what to change
6:17 Danielle's 2 tips to select the right technology
8:45 The unfortunate "best in class" software at The St. James - what they did to change it and thrive during the pandemic
12:03 Survival in the health & wellness industry from a tech perspective
13:29 What businesses that are successful in their transformation do that others don't
14:41 Why you should challenge your assumptions about the IT department