What goes wrong.
STARTING WITH THE TECHNOLOGY
Buying a tool and looking for a use. Start with a problem.
AUTOMATING WITHOUT REVIEW
Output nobody checks, with errors accumulating unnoticed.
EXPECTING IT TO KNOW YOUR BUSINESS
It knows nothing about your customers, prices or processes unless you tell it.
PUBLISHING UNCHECKED
The most damaging and most common.
BUYING SEVERAL TOOLS
And using none properly.
REPLACING WHAT CUSTOMERS VALUE
Automating the personal service that distinguished you.
NOT TRAINING STAFF
Assuming people will work it out. They use it badly and quietly.
BANNING IT
Which drives it onto personal accounts with no oversight.
NO POLICY ON CONFIDENTIAL DATA
Staff pasting customer information into tools nobody assessed.
MEASURING NOTHING
Unable to say whether it helped.
SCALING BEFORE PROVING
Rolling out across the business before one use case worked.
