Goldman Sachs' new co-chief information officer, Marco Argenti, joined the bank Oct. 21 after more than six years as a senior exec in Amazon's cloud business.
I wanted to take the opportunity to drill down a bit on one topic that I mentioned during the townhall, which is my preference for narrative memos over presentations. For some, this will make me sound a bit like a broken record, so please bear with me or feel free to skip. By the way, Elisha came up with a Top 10 list already: things that Marco thinks while he's pretending to read your memo.
What happened next, though, was illuminating. Since everyone had exactly the same information, there was no need to level-set. Many of the questions attendees might have asked during a presentation had already been addressed by the frequently asked questions section of the doc. The group was able to discuss and come to a decision very quickly. In that one meeting, I was sold on the mechanism.
Always start from the customer, and work backwards from that. Be sure to answer five key questions: Who is the customer, whether internal or external? What is the customer's problem or opportunity? What is the most important customer benefit? How do you know what customers want? What does the customer experience look like?
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