Digital Transformation Opens New Questions — and New Problems to Solve

When leaders view technology as merely a source of answers and solutions, they miss opportunities to innovate in bigger, bolder ways.

In a recent conversation, John Donahoe, the former CEO of eBay who currently runs ServiceNow, told me about the most important phase in a company’s digital transformation: the part where you start asking better questions. Instead of seeing new technologies as a means to develop more efficient answers to known problems, managers should view them as opportunities — even requirements — to revisit the problems themselves. They should go back to first principles, Donahoe says, and ask, “Have we identified and framed ...

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