Explore every episode of the podcast Being a Digital Leader - the Good, Bad AND Ugly of Digital Transformation

What does real transformation look like when the pressure is on and assumptions break? We sit down with two Currys leaders who have lived the good, the bad and the ugly of digital change and found a way to turn urgency into value. Their journeys—one from creative studios into tech delivery, the other from e‑commerce into enterprise architecture—show how curiosity, clear intent and stakeholder empathy can move mountains.

We get specific about crisis execution and lasting impact. You’ll hear how contactless click‑and‑collect launched in just three weeks to keep essential tech in homes, and how ShopLive evolved into RepairLive to blend human expertise with video support. We explore the less glamorous side too: when a vendor programme inflates beyond reason, the right call can be to pause, modernise what works, migrate to the cloud and simplify APIs instead of forcing a risky replacement. The same mindset guides their data centre exit, where migration methods changed as they learned more about heritage systems and business risk.

Culture threads through every win. A thriving women’s network that spans corporate, retail and supply chain, plus flexible hybrid working, widens the talent pool and builds psychological safety—the spark that turns whiteboards into engines for better ideas. We connect diversity to outcomes: teams that mirror customers make smarter choices, move faster and create products people actually use.

Looking ahead, we dive into hyper‑personalisation beyond one‑off campaigns and the promise of GenAI to accelerate content, support and colleague tools—always paired with human empathy for complex moments. The biggest challenge? Pace. Balancing ambitious roadmaps with commercial reality, prioritising ruthlessly, and revisiting assumptions before they ossify. Expect practical lessons on stakeholder buy‑in, outcome‑led planning, and the courage to pivot when facts change.

If this conversation gives you ideas for your own roadmap, share it with a colleague, hit follow, and leave a quick review—what’s the smartest pivot you’ve made lately?

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The gap between what customers expect and what businesses actually deliver is widening, costing companies millions in lost revenue. In our recent panel, Alex Comyn (AND Digital), Catriona Morse (Royal London), Tim Mason (the pioneer of Tesco Clubcard and CEO Eagle Eye) and Rich Bovey (Chief of Data, AND Digital) explore this costly disconnect and offer practical remedies.

Over half of the 250 business leaders we surveyed say poor customer experience has already cost them millions, and a similar number admit they’ve lost customers as a result. Yet organisations still favour efficiency over experience, often choosing to appease stakeholders rather than customers.

Tim Mason insists that true customer-centricity is less about technology or data and more about understanding people’s lives. After all, data might show what customers do, but rarely explains why, leading 56 per cent of firms to make AI-driven decisions on flawed data, risking trust and reputation.

Our experts agree that the real edge lies not in AI tools, now widely available but in data quality and a culture that acts on it. The number-one risk, they warn, is doing nothing.

From restaurants changing napkin colours to spare dark trousers from lint, to travel firms easing trips with children, the smallest touches reveal genuine understanding and win loyalty.

Discover how to bridge the gap in our “Know Me or Lose Me” report download it today to learn how better data and emerging AI can forge deeper customer connections without expensive mis-steps.

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What happens when centuries of tradition collide with rapid technological change? In this episode, we sit down with Toby Wright, Group Chief Technology Officer at the Telegraph Media Group, who shares his remarkable 18-year journey steering one of Britain's most venerable news organisations through waves of digital disruption.

Toby's story begins unconventionally—working free night shifts at Intel as a teenager before climbing through the tech ranks. His candid reflections on experiencing heart failure at his desk in 2014 provide a powerful wake-up call about work-life balance in high-pressure technology roles. "Whenever your children know the names of all your staff because they're always ringing you up in the middle of the night—that's a really bad idea," he reflects, offering hard-earned wisdom about sustainable leadership.

Whether you're navigating digital transformation in your own organisation or simply curious about how established institutions adapt to change, Toby's practical wisdom and forthright observations offer valuable perspective on balancing innovation with integrity. Subscribe to hear more conversations with leaders tackling technology's toughest challenges.

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Join us for an insightful episode with Liz Gaskin-Payne, a leader at IAG Loyalty, as we explore the fascinating world of customer loyalty programs and digital transformation. Liz shares her unique career journey, beginning as a broadcast engineer and evolving into a pivotal figure in loyalty management. Throughout her journey, she has developed invaluable skills that revolve around problem-solving, customer engagement and strategic thinking.

In this episode, we delve into how data and AI are reshaping customer experiences in a rapidly changing landscape. Liz discusses the importance of personalisation in loyalty programs and the necessity of understanding customer behaviours for successful engagement.

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How can sports shape leadership? In this episode, Dan Jowett, Senior Manager at Etihad Airlines, shares how coaching elite football teams influenced his leadership style. From his civil service roots to British Airways and Etihad, Dan’s journey offers insights into resilience, emotional intelligence, and team dynamics.

Discover how diverse “rainbow teams” drive innovation, why asking the right questions matters, and how aligning teams toward a common goal fosters success. Dan also unpacks the role of trust, managing change, and how data-driven innovation is transforming aviation. 

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What if navigating the fast-paced world of technology and digital transformation could be as thrilling as a mountain climb? Join us for an engaging conversation with Andy Lole, Chief Technology and Product Officer at Travel Chapter, as he shares the fascinating twists and turns of his career journey. 

Andy’s insights offer a roadmap through the complexities of project management and leadership in tech. He underscores the critical need for contingency planning and adaptability. His journey illustrates the art of aligning business visions with investment strategies, ensuring growth is both sustainable and strategically sound.

His leadership philosophies, influenced by experiences in diverse cultures, offer a unique perspective on talent retention and team scaling in the digital age. From the logistical challenges of remote teams to the cultural nuances of global business, Andy’s insights are invaluable for anyone looking to steer their organization through the modern landscape of digital transformation. 

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Join Lynn Campbell, Director of Assisted Customer Experience at Sky, as she shares her inspiring journey from an anatomy degree to tech leadership. Learn how adaptability and continuous learning shaped her path, including milestones like returning to work after maternity leave and enriching her career through counseling.

Lynn delves into digital transformation projects like billing migrations and launching Sky Glass during the pandemic, highlighting team motivation, clear communication, and AI’s role in customer experiences. She also discusses talent recruitment, the value of apprenticeships, and fostering diversity. Perfect for anyone navigating tech’s fast-paced world, this episode is packed with insights on embracing change and leveraging strengths.

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What if your neurodiversity could be your ultimate career superpower? Join us as we sit down with Pete Brown, Engineering Lead at Lloyds Banking Group, who shares his remarkable 15-year journey from graduate scheme entrant to digital lab leader. From eye-opening customer-facing roles to complex data center migrations and transformative mentorships, Pete reveals the pivotal experiences that have shaped his career.

 Discover how he has navigated the nuances of a regulated industry while leveraging his unique strengths to drive IT transformation with significant business impact.

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Host: Simon Holden
Guest: Kes Juskowiak, Transformation Director, Scottish Water

Ever wondered how you can transform from a scientist to a leading digital innovator?

Join us for an engaging conversation with Kes Juskovac, a Transformation Director at Scottish Water. Kes recounts his journey from science to leading groundbreaking digital transformations.

You'll learn about Kes's early work on public health issues, his pivotal role in managing Scotland’s drought responses, and how these experiences have shaped his leadership style.

Kes’s emphasis on teamwork, innovation, and empowerment offers invaluable lessons for aspiring leaders.

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Join us as Alex Allen, a Digital Product Leader at Aviva, shares his journey from tech consultant to leading mobile products.

Discover how seizing internal opportunities led to significant projects like re-platforming the MyAviva app. Alex talks about balancing innovation and responsibility in finance, transforming company culture, and exploring global opportunities. 

We also discuss Aviva’s "One Aviva" initiative for holistic customer experience, and the importance of collaboration and storytelling in successful digital transformations. 

Tune in for insights into thriving in tech and digital transformation.

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Ever wondered how to bridge the digital skills gap while fostering innovation within your organisation? Discover the secrets as we celebrate our 10th anniversary with a special guest, Stuart Munton, Chief for Group Delivery at and Digital. Stuart takes us on a journey through his key roles in shaping the company's coaching, academy, and delivery consulting divisions. He shares how his initial discussions with founders Stephen Patterson and Paramjit inspired a mission-driven approach to upskilling and talent development, ensuring that our clients and AND stay ahead in the ever-evolving tech landscape

Learn from real-world examples, like Aviva, showcasing the power of collaborative delivery. Discover our efforts to support diversity and inclusion through initiatives like AND She Can, Google Digital Garage and the Institute of Coding, aimed at upskilling disadvantaged communities. 

We also explore AI's future impact on closing the digital skills gap. Stuart explains how AI tools are transforming productivity in software development while emphasising human creativity. He also underscores the need for education systems to focus more on human-centric skills. Stuart wraps up with advice on building strong communities and fostering curiosity in the digital age. 

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Ever wondered how big companies like Nationwide Building Society handle big changes? Angela Lomas, an expert in making products better, joins us. She's worked at banks like Triodos and Royal Bank of Scotland. Angela talks about how important it is to focus on customers and understand how they feel during changes. She tells us about Nationwide's data platform, which helps them understand what customers want while being careful with their information.

Angela shares the ups and downs of Nationwide's journey from old ways of working to newer, agile methods. She talks about how important it is for teams to talk well and work together, even when they're different. She also talks about how different experts like technical, managers, and designers work together to make new ideas.

Join us as we learn how Nationwide deals with change, with Angela Lomas as our guide.

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Join us in our latest podcast for an insightful conversation with Charlie Bell, a seasoned leader at Contentful. With almost two decades of experience in digital transformation, Charlie's journey from engineering to driving transformative projects and now in a key commercial role at Contentful offers a fresh and dynamic perspective on the evolving digital world.

We delve into the role of Contentful in digital transformation, exploring its evolution over the past decade and uncovering lesser-known aspects of the platform. Charlie shares his insights on the current challenges and exciting developments at Contentful, highlighting the intersection of technology and business strategy and the need to innovate or risk stagnating.

We explore the shifting dynamics of the digital landscape, from Contentful's origins primarily with developers to its increasing collaboration with marketers. Charlie reflects on his multifaceted career, drawing from experiences on both sides of the table to offer valuable insights into navigating digital transformation effectively.

One key focus of our discussion is on composable architectures and the importance of the MACH Alliance in digital transformation. Charlie sheds light on the concept of composable architectures, underscoring its significance in empowering organisations.  

Charlie shares anecdotes of organisations navigating challenges in selecting digital solutions and managing platform transitions, offering practical strategies for success.

Join us for valuable insights and practical advice on digital transformation success in today's rapidly evolving digital landscape.

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Join Stuart Walters from Parcel2Go and James Locker from AND Digital as they share a personal journey of digital transformation. 

In this podcast episode, Stuart shares the ups and downs of integrating technology into the company amidst the challenges of the pandemic. From scaling databases to fostering a collaborative work culture, Stuart's story highlights the importance of continuous learning and adaptation in the digital age. Tune in to discover how Stuart's determination and drive  turned Parcel2Go into a future focussed tech company.

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Come join us for an engaging conversation on the role of empathy in digital leadership with Trenton Moss, a skilled executive coach, former Samaritan, author, and seasoned leader with over two decades of experience in coaching and team training.

Trenton's impressive journey includes founding, growing, and successfully exiting one of the UK's top product design and research agencies, Webcredible. As CEO for 15 years, he transformed the team into client superstars, working closely with leading UK brands. 

Curious about the impact of empathy on executive success? This episode delves into the evolving leadership styles across different generations. We'll explore the challenges traditional leaders face when adopting a more emotionally intelligent approach, dissecting the importance of psychological safety in high-performing teams. Drawing on Google's research, we'll also examine the four key human motivators that drive our work ethic.

Join us as we discuss strategies for cultivating environments where individuals can thrive, and how diverse personalities leverage these motivators to enhance their contributions in the workplace. Tune in for a deep dive into digital leadership and gain valuable insights from Trenton's wealth of experience and his book, "Human Powered."

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Ever wondered if the digital pulse of a leading fitness brand beats differently...

Welcome to this episode of The role of the IT leader and why it's changing, where we sit down with Andy Caddy, the seasoned CIO with a prolific career spanning some of the most iconic brands, including EasyJet, Whitbread, and Virgin Active, before landing at PureGym about 1.5 years ago.

In our conversation with Andy, we explore the intriguing journey that led him to PureGym, delving into the shifts in the role of an IT leader over the years. From the boardrooms of EasyJet to his current role at PureGym, Andy reflects on the evolution of the IT leader beyond a technical role, encompassing team nurturing and leadership traits essential in today's landscape.

We get personal with Andy, discussing his leadership style, his appetite for change, and the joys and challenges that come with being at the forefront of technology in a major business. We uncover the importance of avoiding tech tunnel vision and adopting a broader business perspective, all while maintaining a focus on customer experience.

Join us as we explore the intricacies of inheriting projects and problems in a new role, gaining insights from Andy's experiences and valuable advice on navigating disagreements. The podcast also tackles the demanding task of driving costs down while delivering more, all while striving for competitive advantage.

In the good, bad, and ugly of the evolving IT leader role at PureGym, Andy shares what has worked, surprised him, necessitated tweaking, and what had to be discarded. For aspiring IT leaders, Andy offers a roadmap, detailing the steps to reach the CIO position and the importance of nurturing a personal brand.

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In this series we'll be chatting to Adam Hepton, People Experience Lead at Tombola and James Locker, Club Exec at AND Digital. In this insightful conversation, Adam and James draw from their extensive experience in driving cultural and transformational change and putting people at the heart of transformation.

We'll be talking about the nuances of digital leadership as they explore the challenges and triumphs of upskilling, onboarding, and various people-related elements. Uncover and learn the passion, hurdles, and the human side that shapes the digital landscape at Tombola. 

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For our first ever podcast we're delighted to be joined by Liam Dyson, Digital Product & Design Director at Asda.

If you’ve experienced the eCommerce offering at Asda or George, you’ll know Liam’s work. He’s responsible for their services and features, having joined the company earlier this year following a decade in telecoms with the likes of Plusnet, EE and BT. We’ll be exploring Liam's role and his journey to becoming a digital leader with Liam, asking him about his remarkable moments, biggest challenges and greatest successes.

We’ll uncover how you empower a team to deliver more than they thought possible. And we’ll explore the good, bad and ugly of digital leadership.

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Welcome to Being a Digital Leader: the good, bad, and ugly of Digital Transformation. - Episode 2.  Today, we have Mark Gilliver, Chief Growth Officer, and Katie Pender, Managing Director, from Target Group. In this episode, we explore how Target Group transformed and disrupted the mortgage market by focusing on customer experience in digital transformation - putting customers at the heart of every part of the journey. 

In this heartfelt discussion, they reveal their battle-tested strategies for success and how they handle challenges head-on. Brace yourselves for some real talk when the going gets tough!

Mark and Katie lay bare the secrets of their success, highlighting the critical role of customer-centric approaches in digital transformation. They delve into the power of user-centered design and offer a glimpse into the transformative impact on their employees.

Mark and Katie's advice is crystal clear: avoid digitising bad processes, stick to your lane and truly understand your customers' needs. This episode is a rollercoaster of emotions, where the highs and lows of their digital leadership journey are explored with honesty and passion.

Don't miss this chance to gain real insights and genuine perspectives from these digital leaders.

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