David Jones

Hugh Fahy

With over three decades of experience in service and software development, Hugh Fahy is a versatile technology leader at David Jones, Australia's leading premium retailer. His core competencies include agility, digital transformation, cloud computing, SaaS, AI/ML, architecture, modern engineering, and product management. In addition, Fahy has successfully led projects across diverse industries and locations, prioritizing innovation and customer satisfaction.

In an exclusive interview with CIOReview APAC, Jones shares his valuable insights on the challenges, trends, and best practices in the Managed IT Services.

Could you outline the challenges within the contemporary mobile technology landscape that existing services may not adequately address and elucidate potential solutions?

In an era where technology plays an increasingly integral role in business operations, staying abreast of the latest trends is imperative for captivating and satisfying customers. Many companies are entrenched in complex enterprise architectures, often characterized by heavily customized platforms that impede swift business responses. The challenge in digital transformation lies in transitioning from these intricate architectures to a more adaptable and loosely coupled approach, enabling quicker and more competitive maneuvers in the marketplace.

Crucial strides in this transformative journey involve embracing trends like Software as a Service (SaaS) and Platform as a Service (PaaS) provision. However, the convenience of these services often comes at the cost of high configurability. To navigate this landscape successfully, businesses must comprehend the importance of investing in bespoke solutions while harnessing the out-of-the-box capabilities of SaaS. It's a journey fraught with challenges, but it's indispensable for businesses seeking the agility to keep pace with evolving technology.

The ability to move swiftly as technology advances is not merely desirable but a necessity for businesses aiming to maintain competitiveness. While developing these capabilities may seem arduous, it is an essential undertaking. Businesses must recognize that agility and adaptability are not mere aspirations but fundamental prerequisites for thriving in today's dynamic marketplace.

What recent developments in enterprise technology do you think will significantly impact your capacity to fulfil your business needs?

To stay ahead of technological trends and ensure an unparalleled online shopping experience, David Jones is directing substantial investments towards e-commerce and omnichannel initiatives. Our commitment to verticalizing enterprise stacks is at the core of this strategic approach, particularly within the software, energy, and retail sectors. Through the efficient utilization of the public cloud, we aim to develop industry-specific solutions that align seamlessly with the demands of contemporary consumers. The success of Origin Energy's Kraken platform serves as a compelling illustration, showcasing the transformative impact of such solutions and negating the need for dedicated teams in areas like customer management, ERP systems, and billing solutions.

"A culture emphasizing learning, people over technology, and meaningful work, with wholehearted engagement, constructive feedback, and perpetual learning, is crucial for lasting success"

Recognizing the pivotal role of mobility in the industry, where nearly 80% of online traffic emanates from mobile devices, our company places a high value on adaptability. The surge in mobile payments in Australia, expedited by the challenges posed by the COVID-19 pandemic, has ushered in a reliance on mobile wallets for myriad transactions. Furthermore, the increasing adoption of 5G networks and integration of embedded AI on devices contribute to an enhanced connectivity landscape. In alignment with these advancements, David Jones is steadfast in its commitment to meeting and surpassing customer expectations by delivering a superior e-commerce experience and actively exploring opportunities within the dynamic realm of omnichannel engagement.

Is there a particular technology trend in enterprise or mobile technology that particularly intrigues you?

In mobile, augmented reality (AR) has unrealized potential in retail and enterprise. AR can enhance customer experiences by enhancing their journey and chances of success. However, it is not yet fully realized due to its gimmicky nature. AR continues to be a pivotal technology requiring close monitoring due to its potential to optimize conversion rates within the commerce experience. Its capacity to offer heightened levels of relevance for customers through personalized interactions underscores its significance in the evolving landscape of consumer engagement.

In the enterprise sector, the verticalization trend is interesting, as it challenges the traditional Conway's Law, which suggests that technology will reflect an organization over time. This holds significance as organizations strive to leverage pre-configured and standardized products to craft distinctive experiences that not only excel in the market but also delight customers.However, one key challenge is helping businesses understand how to best utilize technology capabilities.The key trend of the product, as opposed to project thinking and value stream thinking, is being adopted, as it encourages investing more incrementally and understanding that the capability will be nurtured significantly. This approach generates more value for a business than leaving brilliant capabilities behind.

Could you share insights from a recent project in which you sought to integrate emerging enterprise and mobile technology trends?

As a retail company, we encountered a significant challenge in understanding our customers due to imperfect data sets. However, a significant challenge within this role is helping businesses optimize technological capabilities, often focusing on people and organizational dynamics rather than solely on technology.Our approach involved extracting data from operational source systems and the existing data warehouse ecosystem, channelling it through a semantic layer into the Snowflake investment. This strategic move has endowed us with the versatility to consolidate internal data and align it with external datasets, facilitating tasks such as segmentation and predictive modelling.

This innovative methodology has propelled us ahead of traditional data warehousing approaches, even those utilizing reference architectures in the public cloud. The success of this initiative hinged on reimagining our work processes, fostering close collaboration between technology and business teams without the burden of complexity overheads.

The essence of our work lies in the pursuit of eureka moments, where value is crafted by creating a mini-startup environment. In this dynamic setting, knowledgeable and capable individuals from business and technology teams collaborate seamlessly, abstracting the complexities associated with undifferentiated heavy lifting.

The Snowflake platform has empowered our company to shift its focus towards value creation, leading to a gratifying and highly productive program that continues to yield positive results. The synergy between business and technology teams has fostered a magic moment, propelling our organization forward and solidifying the ongoing success of this transformative endeavor.

What advice would you offer your peers in similar roles within the technology sector or other companies?

In my journey as a technologist, I have discovered immense joy in three key areas: immersing myself fully in problem-solving, embracing frequent feedback, and continuous learning. Working closely with business colleagues and understanding the intricacies of a problem to align with the desired outcome has proven crucial. The value of frequent feedback cannot be overstated, as it allows for tracking progress and fosters a sense of gratification among team members.

Fostering a learning culture is crucial,recognizing that 70% of the learning journey occurs on the job. Surrounding team members with experienced individuals passionate about teaching contributes significantly to this culture. A diverse team encompassing varied tenure and experiences adds further richness to the learning environment.

It is essential to focus on people and organize them around the work rather than solely around technology. Delivering on the promises of full engagement, frequent feedback, and continuous learning sets the team on the right path. In addition, encouraging teams to focus on three fundamental aspects, avoiding complexities of methods and technologies, can lead to remarkable success in their endeavors.