CXO Perspectives: Leading Change Agendas

“The world is changing because of ChatGPT and generative AI…” one executive told us. “Every CIO or senior executive has AI on their meeting agendas.”

In our interviews with hundreds of C-suite leaders of Fortune 500 companies across different industries and roles this past year, we’ve repeatedly heard about the impacts of emerging technologies, the acceleration of disruption, and the need for businesses to respond. AI models are only one example. As these leaders recognize the crucial and increasing roles that digital and AI will play in their work, there is urgency to figure out how to infuse them into their business models. What will drive competitive advantage and deliver on the necessary change? Below are some consistent themes we are hearing:

CXOs are aligned on what needs to change.

While the way in which the themes manifest themselves in individual roles may differ, there is overall agreement on where change is needed:

  1. Become agile – There is a call for speed, flexibility, and agility both in how leaders build strategies and operate within their functions, and how the whole enterprise works, innovates, and goes to market.
  2. Be the disruptor  Enterprises must become disruptors to maintain and drive competitive advantage with customers.
  3. Use data-driven innovation – Data is a tremendous priority, and the volume of available data provides a critical base to unlock new market opportunities and ways to work.
  4. Deliver on customer-centric business models – The pressures of commoditization, consolidation, and cost cutting are requiring even the laggards to find a path to digital transformation and new business models. The customer experience is core, and business models should be reinvented to deliver on the customer experience.
  5. Develop collaborative ecosystems – Responding to digital transformation challenges requires more and potentially different types of collaboration than in the past, both internally and externally.

Leaders see early actions and innovative approaches but still an undefined path forward.

While transformation is a top priority and most leaders have begun to take action, few feel they have completely cracked the code.

Digital disruption will be an iterative process.

Our conversations also suggest that there is no finish line in sight. Instead, the era of digital disruption will be one of constant, iterative evolution.

Farland Group will continue to explore these themes in our interviews and Customer Advisory Board meetings to understand more about what CXOs are doing to respond and lead in the current and evolving era of digital disruption.

Related Stories

Set Your Customer Advisory Council Up for Success: Recruit Your Internal Team First

Posted on 06.22.2023 by in Customer Advisory Boards

When launching a Customer Advisory Council significant thought and attention goes into recruiting members – what criteria to use, whom to invite, and ensuring the mix is on target. However, the same care is not always taken when putting together  

Continue Reading »

Customer Advisory Boards: How Difficult Conversations Drive Change

Posted on 04.27.2023 by in Customer Advisory Boards

One of my first jobs out of university was working in the headquarters office of a local business with several locations. In this role, I worked closely with the customer service representatives, and we received feedback, questions, and  

Continue Reading »

Ramping up Customer Advisory Council Recruiting

Posted on 01.31.2023 by in Customer Advisory Boards, Featured

When the end of a calendar year closes, hand in hand come a number of retirements and role changes in the C-suite, which has an impact on Customer Advisory Council membership. While a number of open seats on your  

Continue Reading »

How to Make Working Groups Work For You

Posted on 12.8.2022 by in Customer Advisory Boards

Coming out of Customer Advisory Council meetings, there is generally a list of action items, and areas identified for further exploration. There are many ways to follow through, but one vehicle is invaluable when it comes to keeping  

Continue Reading »


Customer Advisory Boards

Customer Advisory Boards are powerful engines of engagement, insight, and business transformation. Make the most of yours.

Meeting Facilitation: Virtual and In-Person Boards » Taking Your Customer Advisory Board Meetings Virtual »

Learn More »

Engagement Strategy

Like any good relationship, customer engagement is a long-term, reciprocal effort. When done well, meaningful engagement leads to better business results, faster.

Engage Your Customers to Help You Stop Pitching » Getting to a Customer Engagement Mindset »

Learn More »

Understanding the C-Suite

Building C-level programs that are meaningful and bring value to you as well as to your c-suite customers is challenging. Veiled sales pitches won’t win the day with this audience. Deliver what executives want: ideas, inspiration, innovation, influence.

Building a C-Suite Client Experience Strategy » Do you Know What Your Customers Value? »

Learn More »