Chapter 1: Embracing Change in the Business Landscape

In today's fast-paced world, awareness of technological evolution is crucial. As I mentioned earlier, the disruption caused by technology often unfolds more gradually than many realize. Business leaders must remain informed about advancements and engage in discussions with peers in their industry to identify potential disruptors and their timing.

In this segment of my series on "How Businesses Pivot and Stay Relevant Amid Disruptive Technologies," I had the opportunity to speak with Chris Ford, the President of Intelliware, a Canadian software development firm.

Chris Ford boasts over two decades of experience in the business and technology consulting sector. He specializes in strategizing and implementing transformative technology services. His extensive background includes leading various projects in architecture, business delivery, development, and digital transformation. Recognized as a thought leader, Chris has authored articles on non-functional testing, focusing on performance and operability. He earned a Bachelor's Degree in Systems Design Engineering with a specialization in Cognitive Sciences from the University of Waterloo.

Thank you for joining us in this interview series, Chris. Our readers are eager to learn more about your journey. Could you share your background and how you began your career?

My professional journey started as an engineer, where I spent many years developing software for IT projects. This foundational experience has been invaluable as I transitioned into a business leader and a trusted advisor for financial services. In the mid-90s, I began collaborating with Canadian banks, contributing to the establishment of the first telephone banking and call center systems for RBC. Over the years, I have developed financial switching software, programmed ATMs, and designed online banking systems, among other financial service solutions.

In my first decade, I was involved in several large-scale programs, gradually moving from developer to program manager. This hands-on experience has equipped me to serve as a strategist and consultant for financial institutions.

Can you recount a humorous mistake you made when you were starting out, and what lesson you learned from it?

Early in my program management career, I managed a set of digitization projects aimed at enhancing operational efficiency. I found it frustrating when the leadership team would collectively fixate on specific issues rather than allowing program governance to guide progress. In a moment of frustration, I sent an email suggesting that we were behaving like children playing soccer, chasing the ball instead of playing our positions. While my intent was to address a sensitive issue, it was a bold and inappropriate way to communicate with stakeholders I was trying to build relationships with!

None of us achieve success alone. Is there someone you are particularly grateful to who has helped you along the way?

I have been fortunate to have a mentor who has significantly influenced my career trajectory. I began working with this individual over 20 years ago as a freelance contractor. Recognizing my potential, they sponsored my transition to Capco as a full-time employee. Their willingness to take personal risks allowed me to pursue opportunities that exceeded my qualifications, fostering my growth. Reflecting on this, I realize how grateful I am for their investment in my development, and it inspires me to pay it forward.

Chapter 2: The Vision Behind Intelliware

Extensive research indicates that "purpose-driven businesses" tend to excel in various aspects. When Intelliware was founded, what was its vision and purpose?

The mission of Intelliware has consistently been to create exceptional software while making a positive impact on the world. This commitment is integral to our core values, as we strive to provide a fulfilling work environment for our developers and consultants while actively contributing to enhancing consumer experiences.

We believe the potential to improve human experiences through software technology is boundless, which drives both myself and the company. My greatest fulfillment comes from observing the synergy of business, technology, and people as they work together to achieve innovative and exciting objectives. There is no greater joy than witnessing a dedicated team develop strong connections while collaboratively pursuing a common goal.

Now, let’s shift our focus to your business. Can you explain what Intelliware does and how it benefits others?

Intelliware operates as a technology consulting and product development company. As a leader in Agile software development, we are committed to delivering timely, high-quality solutions for clients across various sectors, including financial services, healthcare, ICT, retail, manufacturing, and government. With over 32 years of experience, Intelliware has offered custom software development and digital engineering solutions to help organizations tackle complex challenges and expedite their objectives.

What technological innovation has significantly disrupted your industry, and why?

If I had to pinpoint one technological advancement that has profoundly impacted our industry, it would be cloud computing. The ability to deploy software technology swiftly and efficiently has transformed how solutions are delivered. Previously, extensive work was needed with banks and business processes, but this has been gradually streamlined.

What steps did you take to adapt to this disruption?

Being a technology firm, it was a natural progression for us to embrace cloud computing in our service delivery. While our clients have been slower to adopt cloud solutions, this has created advisory consulting opportunities for us. We have established relationships with leading public cloud providers and invested in training our personnel to stay at the forefront of this technology.

Was there a specific moment of realization that prompted this new direction?

Technological innovation typically unfolds over time, with each advancement building upon the last. Although cloud computing was conceptualized in 1993, its mainstream adoption has been a gradual process. However, the emergence of tools like ChatGPT and advancements in Artificial Intelligence might signal a departure from this trend.

How is your company faring with this new direction?

The adoption of cloud computing is having a significant impact on businesses of all sizes. It has leveled the playing field, allowing startups and small enterprises to deploy software solutions swiftly without the hefty investments in physical infrastructure that were once necessary. Large companies are undergoing substantial transformations, shutting down data centers and moving away from traditional server investments. This transition is also reshaping technology operations and workforce capabilities for our clients, and we anticipate continuing on this trajectory for the next three to five years.

Can you share an interesting experience from this transition?

One of the most intriguing aspects of our pivot to cloud computing is the ability to manage "infrastructure as code." This approach utilizes coding languages to automate the management of IT infrastructure, freeing developers from manual server management. This shift enables our developers to concentrate on their primary responsibilities—developing, testing, and deploying software applications—leading to increased efficiency and cost savings. Our skilled workforce has been able to extend its software development expertise into the infrastructure domain, which we find empowering.

What do you consider the most crucial role of a leader during disruptive times?

As a leader, it is vital to provide strategic direction that aligns with our vision and empowers employees. Sometimes, the answers may not conform to traditional expectations, but they may be the most appropriate in the moment. I prioritize listening to my team, fostering creativity, and encouraging innovative thinking so that everyone can reach their full potential. Consistent, open, and honest communication about the implications of change is essential for the company and for each employee.

When uncertainty looms, what strategies can leaders use to uplift team morale?

We utilize monthly and quarterly town halls to address industry and global issues, such as inflation, cryptocurrency fluctuations, layoffs, and spending trends. We communicate transparently about our observations and the implications for our organization, along with our strategic responses. This openness fosters employee engagement through collaborative problem-solving and decision-making, ultimately nurturing a culture of innovation.

Is there a guiding principle that can help steer a company through turbulent times?

It’s challenging to narrow it down to a single principle, given the multitude of factors that influence our journey. However, one value we hold at Intelliware is the belief that we face challenges together as a united team.

What common missteps have you observed businesses make when confronting disruptive technology, and how can they be avoided?

One common mistake is the rush to be first in adopting new technology, often leading to overestimating its short-term impact and resulting in premature investments. Companies should allow new technologies to settle and assess their true implications before committing significant resources. Some exploratory investments are acceptable but should correspond to tangible business outcomes.

Investing in your workforce is also crucial. Firms often prioritize new technology investments without adequate upskilling of their employees. Additionally, it’s essential to communicate the strategy and expected outcomes of any new investments across the organization. Broad support is vital for successful technology adoption, and this should begin at the initial stages of investment to prevent perceptions of disconnection from the business's needs.

Based on your experience, what are five key actions leaders should take to adapt and remain relevant in the face of disruptive technologies?

1. Communicate Effectively: While it may sound cliché, open communication about disruptive technologies fosters connection with both the business and employees. Acknowledging potential risks and opportunities helps build trust.
2. Demystify Technology: Many view technology as daunting. It’s crucial to explain it in relatable terms for both employees and customers.
3. Stay Informed: Technology is constantly evolving, and leaders must remain vigilant about developments, engaging with industry peers to understand potential disruptions.
4. Celebrate Achievements: Recognizing both individual and team successes within the context of disruption encourages participation and risk-taking among employees.
5. Set Realistic Goals: Avoid overcommitting early in the investment process. New technologies require time to develop, and establishing achievable goals helps build trust and support from the workforce.

Lastly, can you share your favorite life lesson quote and its relevance to you?

One of my favorite quotes is by Viktor E. Frankl: "Everything can be taken from a man but one thing: the last of the human freedoms — to choose one's attitude in any given set of circumstances, to choose one's own way." This resonates deeply with me, as Frankl's experiences in concentration camps highlight the importance of maintaining a positive outlook despite challenging circumstances. It reminds me that while we can't control external factors, we can choose our responses, ultimately leading to better outcomes.

How can our readers stay updated on your work?

To follow Intelliware's initiatives, our website serves as a central hub for employee engagement and social issues, reflecting our purpose in the work we do. Additionally, I share industry insights and how Intelliware navigates the landscape on my LinkedIn profile.

Thank you for sharing these valuable insights, Chris. We wish you continued success and good health!