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Opinion

COVID-19 and the Digital Divide

Social distancing, and for some complete isolation, has elevated the importance of digital inclusion. As we have all experienced, the need to rein in our physical interactions has nudged or rather shoved us into the online world for an ever-broadening range of daily activities. The sense of urgency is real and moves to a level
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When disruption came wrapped in a big red bow

A few years ago, I found myself engaged in one of my more frequent activities. Having a drink with a banker. Sitting in Helsinki with a lovely glass of wine, the banker turned to me and asked: ‘So, Liz – take a guess on what was the most significant date in corporate banking in the
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Seven ‘Top Tips’ for Success

You might think it strange that we are offering ‘Seven Top Tips for Success’ in this time of lockdowns, social distancing, and global crisis. However, when COVID-19 started becoming something we could not ignore, we began to ask some serious questions about our business and product offerings. We concluded that what we do, and what
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Focus on the jobs to be done, not the job titles

Because of my career, I get to meet a whole range of people. These people can range from kind and smart and funny (they usually get upgraded to ‘friends’ 😊) or they are well connected, they know, or work with, or can make a warm introduction to someone I would like to meet (for a
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Discovering the potential of machine learning

Clara Durodié, executive chair of the Cognitive Finance Group and author of Decoding AI in Financial Services: Business Implications for Boards and Professionals discusses the industry’s understanding of machine learning, and whether business leaders can maximise on machine learning. “So the problem is that we cannot progress and use the right tools and make the
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Customer service in a crisis

In the normal run of events, customer service failures (long waits on hold, being given the wrong information, bouncing around from agent to agent) are ample fodder for water cooler conversation and complaints. In a crisis, they can be devastating to customers (individuals and businesses alike) in distress, who need fast and accurate responses. The
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Coronavirus: threat to traditional trade or already doomed?

Roger Vincent, Chief Innovation Officer and GM at Trade Ledger looks at the current state of global trade and the impact COVID-19 will have going forward. Global trade growth has been slowing massively since the financial crisis – with Coronavirus, the latest setback, causing a huge credit crunch amongst Chinese businesses. But, even though it
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Customer centricity in times of crisis: how incumbent banks are shining

Meaghan Johnson, founder of customer experience and strategy consultancy, Digital Magss examines how incumbent banks are responding to the current global pandemic.  I’ve been glued to all sorts of new outlets over the past month. As I write this, I am currently in Nicaragua waiting for our rescue flight provided by the German government. We
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A Five Generation Workplace

Populations that are both living and working longer are having a profound impact on the workplace. As many of us sit in our homes working instead of our offices, it is clear to us that the world of work is changing. Although a pandemic has necessitated and accelerated remote working arrangements, it is worth remembering
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We are all WFH – What can we learn from those who have been doing it all along.

In the past whenever we have discussed the future of work the idea of remote working often emerges. Whether it be a simple ‘working from home’ arrangement or a full on ‘digital nomad’ existence, working free of a physical office or set working hours was often touted as a progressive choice for people who wanted
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