The Transformational CIO: Leadership and Innovation Strategies for IT Executives in a Rapidly Changing World

One Transformation Leads to Another

The transformation strategy launched by Roger and his team back in 2000 moved ahead steadily for more than 10 years. Each time the IT organization launched a new technology or achieved a tighter integration with the business, a new opportunity for improving the guest experience surfaced.

“Once we had established the emotional connection between the guest experience and IT, we spun it out from there,” says Roger. “We realized there were lots of magical moments involving IT, everything from booking a room over the Internet to scheduling a meal with Cinderella. So we kept at it. One of the things I love about Disney is that we won't quit on a great idea, even if it takes years to make it work.”

I think that one of the best examples of how a transformational strategy can deliver a continuous stream of tangible business benefits can be seen in Disney's Magical Express Service, which is a free service that provides transportation for guests—and their luggage—from Orlando International Airport to the various Disney-managed resorts at Walt Disney World. Maybe it doesn't sound like a big deal, but here's what makes it really cool: When you get off your airplane, you go right to an air-conditioned coach bus that brings you to your resort. You don't have to worry about your luggage, because it's taken off the plane and delivered right to your hotel room.

If you've ever traveled anywhere with young kids, you can imagine how great it is to walk into your ...