Warning: Undefined array key "publish_date" in Drupal\cues_custom\Plugin\Block\PersonalizeTrendingNowBlock->build() (line 53 of modules/custom/cues_custom/src/Plugin/Block/PersonalizeTrendingNowBlock.php).

Drupal\cues_custom\Plugin\Block\PersonalizeTrendingNowBlock->build() (Line: 171)
Drupal\block\BlockViewBuilder::preRender(Array)
call_user_func_array('Drupal\block\BlockViewBuilder::preRender', Array) (Line: 111)
Drupal\Core\Render\Renderer->doTrustedCallback('Drupal\block\BlockViewBuilder::preRender', Array, 'Render #pre_render callbacks must be methods of a class that implements \Drupal\Core\Security\TrustedCallbackInterface or be an anonymous function. The callback was %s. See https://www.drupal.org/node/2966725', 'exception', 'Drupal\Core\Render\Element\RenderCallbackInterface') (Line: 859)
Drupal\Core\Render\Renderer->doCallback('#pre_render', 'Drupal\block\BlockViewBuilder::preRender', Array) (Line: 421)
Drupal\Core\Render\Renderer->doRender(Array) (Line: 493)
Drupal\Core\Render\Renderer->doRender(Array, ) (Line: 240)
Drupal\Core\Render\Renderer->render(Array) (Line: 475)
Drupal\Core\Template\TwigExtension->escapeFilter(Object, Array, 'html', NULL, 1) (Line: 563)
__TwigTemplate_814c47746bfcb71dd93909da65876d96->block_sidebar_second(Array, Array) (Line: 171)
Twig\Template->displayBlock('sidebar_second', Array, Array) (Line: 406)
__TwigTemplate_814c47746bfcb71dd93909da65876d96->block_main(Array, Array) (Line: 171)
Twig\Template->displayBlock('main', Array, Array) (Line: 225)
__TwigTemplate_814c47746bfcb71dd93909da65876d96->doDisplay(Array, Array) (Line: 394)
Twig\Template->displayWithErrorHandling(Array, Array) (Line: 367)
Twig\Template->display(Array) (Line: 379)
Twig\Template->render(Array) (Line: 38)
Twig\TemplateWrapper->render(Array) (Line: 39)
twig_render_template('themes/custom/cumgmt/templates/page.html.twig', Array) (Line: 348)
Drupal\Core\Theme\ThemeManager->render('page', Array) (Line: 480)
Drupal\Core\Render\Renderer->doRender(Array, ) (Line: 240)
Drupal\Core\Render\Renderer->render(Array) (Line: 475)
Drupal\Core\Template\TwigExtension->escapeFilter(Object, Array, 'html', NULL, 1) (Line: 208)
__TwigTemplate_5116c700a0d20df4943ebd72ec1eea84->doDisplay(Array, Array) (Line: 394)
Twig\Template->displayWithErrorHandling(Array, Array) (Line: 367)
Twig\Template->display(Array) (Line: 379)
Twig\Template->render(Array) (Line: 38)
Twig\TemplateWrapper->render(Array) (Line: 39)
twig_render_template('themes/custom/cumgmt/templates/html.html.twig', Array) (Line: 348)
Drupal\Core\Theme\ThemeManager->render('html', Array) (Line: 480)
Drupal\Core\Render\Renderer->doRender(Array, ) (Line: 240)
Drupal\Core\Render\Renderer->render(Array) (Line: 158)
Drupal\Core\Render\MainContent\HtmlRenderer->Drupal\Core\Render\MainContent\{closure}() (Line: 627)
Drupal\Core\Render\Renderer->executeInRenderContext(Object, Object) (Line: 159)
Drupal\Core\Render\MainContent\HtmlRenderer->renderResponse(Array, Object, Object) (Line: 90)
Drupal\Core\EventSubscriber\MainContentViewSubscriber->onViewRenderArray(Object, 'kernel.view', Object)
call_user_func(Array, Object, 'kernel.view', Object) (Line: 111)
Drupal\Component\EventDispatcher\ContainerAwareEventDispatcher->dispatch(Object, 'kernel.view') (Line: 186)
Symfony\Component\HttpKernel\HttpKernel->handleRaw(Object, 1) (Line: 76)
Symfony\Component\HttpKernel\HttpKernel->handle(Object, 1, 1) (Line: 58)
Drupal\Core\StackMiddleware\Session->handle(Object, 1, 1) (Line: 48)
Drupal\Core\StackMiddleware\KernelPreHandle->handle(Object, 1, 1) (Line: 28)
Drupal\Core\StackMiddleware\ContentLength->handle(Object, 1, 1) (Line: 191)
Drupal\page_cache\StackMiddleware\PageCache->fetch(Object, 1, 1) (Line: 128)
Drupal\page_cache\StackMiddleware\PageCache->lookup(Object, 1, 1) (Line: 82)
Drupal\page_cache\StackMiddleware\PageCache->handle(Object, 1, 1) (Line: 53)
Asm89\Stack\Cors->handle(Object, 1, 1) (Line: 50)
Drupal\ban\BanMiddleware->handle(Object, 1, 1) (Line: 48)
Drupal\Core\StackMiddleware\ReverseProxyMiddleware->handle(Object, 1, 1) (Line: 51)
Drupal\Core\StackMiddleware\NegotiationMiddleware->handle(Object, 1, 1) (Line: 36)
Drupal\Core\StackMiddleware\AjaxPageState->handle(Object, 1, 1) (Line: 51)
Drupal\Core\StackMiddleware\StackedHttpKernel->handle(Object, 1, 1) (Line: 704)
Drupal\Core\DrupalKernel->handle(Object) (Line: 19)

Blog

What Happens When IT Waits in Your Teller Line?

August 15, 2017

By Weldon "Butch" Leonardson

2 minutes

Implement an “outside-in” model of IT leadership. By Weldon "Butch" Leonardson

I heard big thinker Dev Patnik, author of Wired to Care: How Companies Prosper When They Create Widespread Empathy, speak at a board meeting several years ago. Working with Delta Air Lines, Patnik discovered Delta executives felt they delivered an excellent travel experience to their customers. It’s no wonder. When the execs traveled, they went from plush offices to waiting town cars, directly onto the tarmac and into their first class seats. They never “enjoyed” a true airport experience: navigating TSA, overpriced food, countless delays, etc.

Unfortunately, too often I see the same type of disconnect between IT professionals and their credit unions. When is the last time you went through a drive-through? Waited in the teller line? Phoned into your call center? Or, better yet, strapped on a headset and answered calls? Here’s a news flash: Members don’t often call to tell you how wonderful you are. They call because they have a problem or need to get something done. It’s vital for IT to know the business as well as everyone else in the credit union, especially what it is like to be a member across all channels.

This “outside-in” model of IT leadership helps us discover where we are making it hard for members to do business with us (improvement opportunities) and where we delight them (strengths to build on). It also:

changes the vocabulary of IT from technology to member experience
forges a strong link between IT initiatives and the organization’s goals
makes CIOs and IT teams more relevant to their credit unions
aenerates those “a-ha” moments that allow innovation to flourish

In the IT world, where there are always upgrades to implement or new technology to chase, it’s easy to allow the latest shiny object to distract you from what’s important. Instead, by thinking outside in, responding to the business goals and developing member-focused solutions, you’ll earn a seat at the strategy table, breathe new life into the IT function and make your job that much more fun.

Weldon “Butch” Leonardson leads IT leadership and CIO coaching at CUES Supplier member and strategic provider for technology and enterprise risk management services Cornerstone Advisors, Scottsdale, Arizona.

What Happens When IT Waits in Your Teller Line?

Implement an “outside-in” model of IT leadership. By Weldon "Butch" Leonardson

Elevate your leadership potential with the latest from CUES

You have reached your limit of two, free pieces of content this month. Please subscribe for more.

Access more content when you subscribe.

Error message

What Happens When IT Waits in Your Teller Line?

Implement an “outside-in” model of IT leadership. By Weldon "Butch" Leonardson

Elevate your leadership potential with the latest from CUES

Welcome Back!

You have reached your limit of two, free pieces of content this month. Please subscribe for more.

Access more content when you subscribe.