Will AI Deliver the Productivity Boost we all Hope For?

by | Dec 12, 2023

Benchmarking against the Industrial Revolution The Industrial Revolution was a defining moment in human history which marked a monumental shift from manual labour to mechanised production. Yet, the productivity increase was initially only about 3% per decade between...

Principles and Patterns over Dogma and Rules

by | Aug 22, 2023

Transforming our organisations will require huge shifts in basic digital literacy and ways of working for almost every employee outside of technology & development teams. New digital hotspots are starting to emerge, but scaling and replicating these emerging areas...

Overcoming Hidden Obstacles in Transforming Bank Operations

by | Aug 8, 2023

As the COO of a new bank-owned fintech, my first task was to set up the new company’s operations to support users on our app and our network of partner merchants. Our goal was to deliver a superior customer experience through intelligent capabilities like...

Cracking the Code: Systems, Not Processes in Operations

by | Jun 27, 2023

A couple of years ago, in a fast-growing convenience retail company, I took on a new responsibility – operations. As a newly-appointed Operations Director, I was overwhelmed with the details of how individual processes work, urgent high-risk escalations, and...