Chris got his start with a BBC Micro brought home by his dad. Here’s what time in tech has taught him since.
What would you describe as your most memorable achievement?
I think scaling the world’s highest free-standing mountain, Mount Kilimanjaro would be a good candidate here. In 2013, I was one of 12 Crown employees who signed up for a challenge to climb the mountain and raise funds for the Childhood Cancer Foundation in South Africa. It was a grueling week of hiking that tested our endurance but an unforgettable experience with some amazing Crown friends and all for a good cause!
What first made you think of a career in technology?
I don’t remember ever not thinking of a career in technology! I grew up in early 80’s Great Britain when the idea of a home computer was just beginning to become a reality. In 1981, my dad brought home a BBC Micro, which we used to play games. I learned how to program in BASIC and solve programming problems from magazines. By the time we had computers at school, I was way ahead of the curve. This interest continued through high school and university and I eventually graduated in Computer Science. I then joined a research institute attached to the University. Apart from a brief consideration of being an astronaut, there was never any other career choice for me.
What style of management philosophy do you employ with your current position?
My philosophy is really one of empowering people to do their jobs by arranging resources, clearing roadblocks and sharing my experience and knowledge. After 27 years at Crown, I have accumulated a wealth of knowledge that I aim to share for everyone’s benefit. So I spend a lot of time talking to my team, suggesting next steps, other people they should talk to and deliberating on the best solutions for specific technical challenges. I want them to be successful so that the company can be successful. Therefore, I prioritize setting clear expectations, and then doing everything I can to help everyone meet those expectations.
What do you think is the current hot technology talking point?
The hot topic of course is Artificial Intelligence, which has the potential to revolutionize various industries. However, there might be a gap between people’s expectations of what can be achieved and the actual ease of creating significant value, given the current limitations of Large Language Models. These models lack human-like understanding and rely heavily on good data quality and well-crafted user questions. So, while AI has immense potential, it is essential to recognize its current limitations.
How do you deal with stress and unwind outside the office?
These days I enjoy exercising on a spin bike a couple of times a week. It’s a strenuous workout but it really helps clear my head and de-stress. I still enjoy hiking and love a chance to get out into the hills of Hong Kong or sitting down to catch up on the latest TV shows.
If you could go back and change one career decision, what would it be?
If I could go back and change one career decision, it would be to embrace opportunities for cross-functional collaboration earlier in my career. While I have always valued teamwork, I initially focused more on honing and broadening my technical skills. Looking back, I realize that engaging with colleagues from different departments and disciplines sooner could have provided me with a broader perspective and a more holistic understanding of the business.
What do you currently identify as the major areas of investment in your industry?
In today’s fast-paced world, the Relocation and Mobility industry is undergoing significant transformation driven by technological advancements. Companies in this sector are increasingly investing in technology to enhance efficiency, improve client experience, and streamline operations. Some examples include:
- Digital platforms and portals are revolutionizing how relocation and mobility services are delivered. These platforms provide a centralized hub for clients, employees, and service providers to manage relocation processes seamlessly. Features such as tight integration with client’s HRIS or mobility management solutions, digital document management, real-time tracking, and automated workflows enhance transparency and efficiency.
- Data analytics and business intelligence tools are enabling companies to make data-driven decisions. By analyzing relocation patterns, costs, and client feedback, companies can optimize their services, identify trends, and forecast future needs. This investment in data analytics helps tailor services to meet specific client requirements and improving overall service quality.
- AI and machine learning are being utilized to automate routine tasks, provide personalized recommendations and improve customer service. Chatbots, for instance, can handle initial client inquiries and provide instant responses, while machine learning algorithms can predict potential challenges and suggest proactive solutions.
What are the region-specific challenges when implementing new technologies in Asia?
Having been based in Asia for the past 27 years, I’m well versed in the challenges that implementation projects may face in this region. Asia is considered a low-cost region and so investment in new technologies must align with the local economic context. What may be very cost-effective in Europe can be seen as very expensive and poor value in Asia.
Language diversity in Asia poses another challenge. Effective communication is critical for the successful implementation and operation of new technology solutions. Companies must ensure that their technology is accessible and user-friendly for local markets by providing local language training and using clear concise English that is easily understood.
What changes to your job role have you seen in the last year and how do you see these developing in the next 12 months?
Over the past year, my role as Group Vice President, IT has evolved significantly. One of the most notable changes has been an increased emphasis on digital transformation initiatives not only internally within Crown, but also in our customer products.
Additionally, there has been a greater focus on cybersecurity. As cyber threats become more sophisticated, ensuring the security of our systems and data has become a top priority. This has involved not only adopting advanced security measures but also fostering a culture of cybersecurity awareness across the organization.
Looking ahead to the next 12 months, I anticipate that these trends will continue to develop. We will likely see further advancements in AI and machine learning, which will play a crucial role in automating processes and providing deeper insights into our operations. Moreover, the integration of cloud-based solutions will become even more prevalent, enabling greater flexibility and scalability.
What advice would you offer to someone aspiring to obtain a C-level position in your industry?
If you are from a technology background, it’s important to learn and understand what the company you are working for actually does and how it works from a business perspective. What are we selling? Why do customers buy it from us? What are all the functions in the business from Sales to Human Resources, to Finance to Marketing, Operations contributing to make it happen.
Engage with people from all departments, ask questions, and use your skills to help resolve their problems or add value. Don’t wait to be asked.
