Norris said when he looks back at his time at Air New Zealand, it was an organization in chaos.
He said it was in the process of going out the back door and staff were utterly demotivated.
"They had no confidence in senior management so it was about taking advantage of a crisis to make change," Norris said.
"We had an Internet system there, that if you wanted to book online, it was a struggle to do it under 22 clicks.
"In those days, were were booking less than two per cent of our tickets on the Net."
Once the new system was in place, Norris said by the end of the year, 40 per cent of bookings were lodged online.
"It's about focussing on what the customer needs and making sure we delivered," he said.
"Technology is an enabler, not the end in itself."
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