Three Key Lessons Alexandra Coates Has Learned During Her Career in IT Service Delivery

Alexandra Coates has learnt three key lessons about tech service delivery over the years while working in these roles at Fujitsu and more recently as COO and MD at Australian IT solution provider, Datacom.

The first lesson is what Coates describes as achieving “true customer centricity” – thinking about the client’s problems and goals and working back from there rather than developing products and services in isolation.

Coates, who joined IT services provider, Interactive, as CEO in late January, tells ADAPT that many organisations say they are customer-centric, but few are doing it.

“Rather than thinking about your customer delivery as almost separate, you really need to anchor your business, your thinking and your strategy [around] what customers are you trying to work with and what problems and opportunities are you trying to solve for?” says Coates.

Her second lesson is that customer challenges and opportunities are more complex than…