developing trust in a digital world · your persuasion superpowers i feel myself getting stronger!...

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Developing Trust in a Digital World

Ed Gabrys

1 © 2017 Gartner, Inc. and/or its affiliates. All rights reserved.1 © 2017 Gartner, Inc. and/or its affiliates. All rights reserved.

Who do you trust more?

A B

2 © 2017 Gartner, Inc. and/or its affiliates. All rights reserved.

warmth

competence

You are judged based on 2 criteria

“Warmth makes me uncomfortable”


Would you still trust him to…?


Fill in the blank

The is responsible for

_________________________

CFO

managing the financial risks of the corporation.


Fill in the blank

The is responsible forCMO

marketing activities in an organization


Fill in the blank

The is responsible forCOO

the daily operation of the company


Fill in the blank

The is responsible forCIOthe information

technology and computer systems that support enterprise

goals


Fill in the blank

The is responsible forCDO

converting traditional "analog" businesses to digital ones


The IT leader’s trust problem

The trust you have is not the trust you need

You need a new model for trust I’m not feeling so

good.


unknown

Trust begins in an unknown state


credibility

capability

trustedpartneradvisor

expertuntrustedunknown

“you can”

“you will”

Progress credibility and capability simultaneously

Every encounter increases or

decreases trust.


expertuntrusted

What is your CIO expertise?


“You want to be a “Digital Expert?”

42% of CEOs say "digital first" or "digital to

the core" is now their company digital business

posture.


expertuntrusted

Digital Expertise


credibility

capability


expertuntrusted

credibility

capability“you can”

“you will”


advisor

untrusted

fixing

negotiating

advising

partnering

persuading

§ While building credibility– Build your brand and narrative– Simplify what is complex

– Practice Empathy, Listening and Humility

– Establish consistency and commitment

– Demonstrate a motivation for the common good

– Change your value proposition

Building credibility partner


Money Is So Overused That It Has Largely Lost Its Effectiveness as an Emotional Trigger

I was taught always lead with the

savings. Show me the money.

That's just illogical.

Yes, so are most people. Virtually all decisions are made emotionally, not logically.


Let's Look at a Typical Data-Driven Purchasing Decision: Buying a Car

What kind of vehicle do I want?

Which cars can I afford?

Which models suit my lifestyle?

What features do I want?

I bought the car I liked, from the dealer I trusted.


mentalist

There are ”experts” to learn from

crisis negotiator

undercover agent

confidence man

We all use empathy!


Your Persuasion SuperpowersI feel myself

getting stronger!

Fueled by cognitive bias

Anchoring

Confirmation

Provocation

Negation

Deprivation

Fear, while a powerful motivator, destroys your credibility as a

trusted advisor.


Anchoring

People Give Preferential Importance to the First Data Point They Receive

14 million?

The first to stake a position wins. Tight, seemingly fact-based ideas stick, even when you know it's being used on you.

What’s the population of

Estonia?


Tactics You Can Use Today

1. Be proactive with your ideas. Speak first/ win first — don't be afraid of rejection.

2. Use tight soundbites to solidify the anchor.

3. Don't try and reverse established anchors, just create new ones.

Anchoring


Confirm

ation

People Will Believe What They Want to Be True, or What They Are Afraid Might Be True

Confirmation bias usually works against you, but a great trusted advisor can use it to work for you.

Wait? Who is my

subject?

I demonstrate common

values with my subjects to

maintain trust.


InnovationOperations & Compliance

Commodities

Expressing IT Value

Differentiators

You think Grow Run Run Transform

They think Top Line Growth Manage Bottom Line Manage Risk Top Line Growth

You communicate ROI Benchmarks Risk Risk



1. Don't be a "yes person"; be genuine.

2. Affirm while adding something to the dialogue.

3. Shift the focus to something that neither of you want to happen, when agreement is unlikely.

Confirm

ation

Best of all get someone else to use it on your behalf.

We aren’t going to let

them get away with this. Are

we?


Negation No, not

really.

You get what I'm saying?

Overcome or Address Objections Before Someone Says Them Aloud

This works one-on-one as well as in groups.



1. Model stakeholders and supporters.

2. Understand conflicts and resistance points.

3. Use tight, affirming anchors to overcome objections.

Negation


Provocation

Provide People With a Provocative Viewpoint They Didn't Anticipate

Trusted advisors provide that critical second set of eyes on a problem that adds real client value.



1. Use war gaming tactics, red team/blue team solutions.

2. Study business model analogies.

3. Become a collector of problems; maintain a problem wall.

Provocation


The Ultimate Trusted Advisor Superpower

Listening

Most people are really bad at listening (and it gets worsethe better you know someone).

Before you write this off as "too obvious," try this experiment.

Sandwiches?

Ever know someone so

well you could finish

their …



Listening

1. Prepare to be tested

Listening is your most powerful superpower. Use it wisely.

2. Test others

3. Practice mindfulness

Beware of "active listening" techniques.


Your Persuasion SuperpowersI'm ready to persuade,

send me in!

Fueled by cognitive bias

Anchoring

Confirmation

Provocation

Negation

But I thought you wanted to

be a trusted partner?


advisor

untrusted

fixing

negotiating

advising

partnering

persuading Anchoring

credibility

Provocation

Negation

Confirmation

Reciprocity

partner


credibility

capability


expertuntrusted

credibility

capability“you can”

“you will”


credibility

capability


credibility

Reciprocity


Reciprocity

We are all bound to repay debts of all kinds.

You can begin the reciprocity cycle by triggering “reciprocal altruism.”


Trusted Partner CIO

Robert B. CarterExecutive Vice President of FedEx

Information Services, and CIO

Responsible for setting the technology direction of the

FedEx applications, infrastructure, networks

and data centers …… serves on the boards of directors for New York Life

and Pilot Flying J

Source: http://about.van.fedex.com/our-story/leadership/


It’s your turn to be the expert to help – The Trusted Partner

CIOCMO CFO COOCEO The CIO can do it and will do

it.

Can you stop by to sign the incorporation

papers?

Let’s do a joint project to…

You’re the digital executive, it’s your

decision.


Recommended Gartner Research

►The CIO’s Trusted Advisor Playbook: Selling and Persuasion Leigh McMullen and Ed Gabrys (G00327910)

►Adapt the Science of Influence to Develop Your Art of PersuasionBruce Robertson and Ed Gabrys (G00319407)

►Driving Business Transformation by Changing the Culture Bard Papegaaij, Leigh McMuellen, and Patrick Meehan (G00279637)

►CIO Power Politics T. Nunno and H. Colella (G00226257)

► Mastering the Art of Saying "No" for CIOs Tina Nunno, Ed Gabrys, and Ian Cox (G00326071)

developing trust in a digital world · your persuasion superpowers i feel myself getting stronger!...

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