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We stand on the brink of a technological revolution that will fundamentally alter the way we live, work and relate to one another. The Financial Services industry has seen significant change over the past nine years with unprecedented threats, increased competition, economic and market instability. It has adopted Lean thinking, with varying degrees of success, to help it overcome these obstacles which has ushered in a new way of working. But in 2017 the challenges remain and with statements like robotics can deliver “80% cost saves” commonly heard, it is no wonder many executives are examining how robotic process automation (RPA) can change the way they do business. This raises the question: is this the end of Lean in Financial Services or can technological innovations such as RPA enable a revolution of the Lean approach?
It is my firm belief that public services can be at the cutting edge of digital developments. In a previous blogs I eulogised about the savings in both customer time and actual cost that came from the Passport Office sharing digital information with the DVLA. Yet despite so much excellent...
A while ago, I wrote a blog about the role that digital technologies played when I bought a bike online and how important it was to analyse the entire customer experience when trying to ensure customer satisfaction. A key part of the great service experience in that example was the...
As a lover of lean thinking, I appreciate any development that simplifies my life. Consequently, my heart skips with delight when I pay for anything using my “contactless” debit card and love when I can pay for an iTunes download merely using my thumb print on my iPhone. However, not...