Gary Gray, Chief Information Officer, Highland Homes
Gary Gray has made a substantial impact in advancing Highland Homes’ technology initiatives. He has driven the creation of secure, innovative solutions that improve customer experiences and operational efficiency, aligning seamlessly with the team’s dedication to delivering exceptional homes and service.
In an interview with CIOReview, Gray shares his insights on how embracing technology can enhance customer experiences and ensure long-term success, supported by strong leadership and culture.
Rising through the Ranks
I have a diverse background, including roles in construction manufacturing, high-end commercial aviation and commodity-based steel. I also worked in direct-to-consumer digital marketing and consumer goods. What led me to my current role were the people and the culture at Highland Homes. Initially, I was in a revenue-generation role, managing P&L, but as I learned more about the company, it became clear that it was the right place for me because the value and enthusiasm were second to none.
Like many companies in the residential construction industry, our organization began as a small operation. Founded in the 1980s, Highland Homes grew organically, focusing on selling, building and closing homes for homebuyers. Since then, consumer expectations have changed regarding what people want in a home and the overall experience of buying and building a home. The executive team and board recognized that technology is no longer optional but essential for the viability of the company’s long-term success.
Empowering Employees and Customers through Digital Transformation
Homebuilding is highly relational, where purchasing a home represents an important financial investment and a deep emotional commitment. Our strategy emphasizes thoughtful innovation to strengthen relationships with our homebuyers and employees while creating long-term value in the homes we build.
“At Highland, we focus on livability. It’s not just about building a 2,000-square-foot house with certain specifications. It’s about making sure the space feels right for the people living in it.”
The majority of my work here revolves around building an IT leadership team that aligns with the company’s existing expertise in sales, construction and customer care. Experts in business intelligence, data analytics, enterprise architecture and cyber security are crucial to ensuring that technology supports customers and employees effectively.
Advanced Homebuilding through Innovative Technologies
Technology is transforming the homebuilding industry, and we’re leveraging numerous trends to stay ahead. We integrated AI to explore forecasting demand within the regions we serve. It also helps us understand customer preferences through take rates to identify which models, plans, elevations and structural options resonate with buyers. This enables us to build homes that align with their demand and provide lasting value rather than just chasing trends.
We also incorporate new smart home technologies as per the demand of the customers through close collaboration with vendors, ensuring that our homes are adaptable and appealing to those who are seeking future-ready solutions. Another important key development is the use of digital twins and virtual designs. This allows us to test new layouts digitally, speeding up the design process and bringing new homes to market faster, all while reducing costs.
Aligning Technology with Homebuyer Needs
At Highland, we focus on livability. It’s not just about building a 2,000-square-foot house with certain specifications. It’s about making sure the space feels right for the people living in it. One of the things we realized during the pandemic was the need for more spaces, like pocket offices or Zoom rooms, where people can work or study.
Rapid prototyping allows testing how these spaces fit into homes, ensuring they meet modern demands and enhance livability. This approach ensures that homes continue to provide value by addressing customers’ evolving needs.
Securing Customer Data in Digital Homes
Safeguarding our employees and Highland Homes’ data is a top priority. Our employees serve as our first line of defense regardless of the technical and security measures we implement, like technology layers. We operate over 125 retail sites, including model homes in communities and construction offices. Each entity manages a significant volume of daily communications, including emails and documents requiring customer signatures. This flow of information is essential to building, selling and closing homes.
We prioritize comprehensive cyber security and awareness training. Our approach includes layered cloud computing solutions, multi-factor authentication, encryption, secure APIs and penetration testing. Identity access management also plays a crucial role in controlling who has access to data, assuring it is only available to the right people when needed.
Elevating IT Strategy with Cloud Computing
Over the past 24 months, we’ve made significant progress in adopting cloud computing. We support numerous projects, teams, and vendor layers across many locations, and this transition has delivered substantial benefits to our field operations. Scalability and flexibility are essential, enabling applications to effectively reach those who need them most. It supports cost efficiency by reducing our physical footprint at the office and offsite type of data silos, facilitating effective data transfer and team collaboration. This allows our builders to spend more time on job sites and less on trailers.
Cloud computing also improves disaster recovery, business continuity and data security. Measures like encryption, multi-factor authentication and regular security audits promote a reliable cloud environment. This further enables a seamless shift to upgraded solutions, providing access to existing systems while moving toward a modernized platform.
Words of Wisdom for Emerging Industry Leaders
I would advise developing a deep understanding of the organization’s core business. IT leaders must move beyond managing technology alone and fully grasp the business’s long-term goals and challenges. In homebuilding and residential construction, understanding every aspect of the business allows adding more value.
Building cross-functional relationships is also critical. Driving meaningful change necessitates close collaboration with leaders in other departments, akin to becoming a business partner rather than just a service provider. IT leaders must also champion digital transformation. Thoughtful innovation doesn’t always have to be ground-breaking; even small process improvements can greatly impact efficiency and reduce manual errors.