Bonnie Tinder is the founder and CEO of Raven Intelligence, an independent B2B peer review site that amplifies the voice of the customer. She focuses on software customers, consulting partners, and software vendors and helps identify the best partners for their needs. In this episode, Bonnie addresses software implementation in 2023 and the impact of generative artificial intelligence (GenAI).
Episode 37 | Lessons from 500 Reviews
The Big Themes:
- GenAI feedback: Despite being a central 2023 technology discussion theme, GenAI did not substantially transform software implementation outcomes, as indicated by data from over 500 reviews. Bonnie says the feedback she received was more about project fundamentals, such as data quality, project plans, and teams. Looking ahead to 2024, Bonnie anticipates a greater impact from generative AI, especially in terms of efficiency and speed.
- Turnover impact: Project team turnover, both within the client organization and among consulting teams, is a significant factor influencing project satisfaction, requiring careful management to avoid negative impacts.
- Realistic expectations: Setting realistic expectations for time and cost in software implementation is crucial, with the rapid selling of implementations leading to challenges when expectations don’t align with actual outcomes. Vendors must set accurate expectations for customers to allocate sufficient time and resources for change management and training.
The Big Quote: “[Make] sure that integrations are being cared for, and that there’s enough thought process and a plan around integrations, not ‘Oh, well, it’s a standard integration,’ and just assume[ing] that things are going to automatically connect with one another, because it’s always a lot more complicated than you think.”