Insights into the Realities of 2023 GenAI Software Implementations | Tinder on Customers

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."


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