This session will cover: 

Defining innovation 

MSU’s CX lab and innovation pilot programme – what is involved? 

Driving a start up culture internally and gaining a mindset shift 

The onboarding process to recreate processes and aligning a partnership with Fintech’s 

How our video banking solution was transformed in 5 weeks – the roadmap, challenges and successes reviewed 

Justifying automation and building your business case 

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With many industries undergoing radical shift on the advent of new technologies, now is an opportune time to learn and apply the best lessons from each. In the automotive industry, established players are rapidly scaling their electric product lines, while the financial services sector has recently begun to address the rise of FinTechs through the deployment of leading-edge automation and AI technologies. In this session, Giovanni Gentile brings together his unique perspective and experience as a former business leader within the automotive industry with his current role as Head of Automation and AI at State Street. Reflecting on successful approaches carried out in his previous industry, Giovanni will discuss how financial services organizations can apply similar methods in governance, executive sponsorship, process selection, and cultural adoption to dramatically accelerate the pace of automation.

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Fragmented processes, manual interventions, and lack of operational insight pose significant challenges for financial services employees trying to delight their customers with seamless, frictionless experiences. Financial services institutions must respond to the evolving needs of their employees by embarking on a journey from simplification to digitization and automation, so that they can deliver value to their customers, while increasing operational efficiencies, reducing operating risks, and fostering higher levels of interaction and integration. 

In this session, we’ll discuss the benefits of digital intelligence, including: 

• Gaining a deeper understanding of customers, staff, and the overall health of the business 

• Leveraging automation technologies to reduce costs, increase impact, and serve customers in an easy and intuitive way 

• Simplifying processes to reduce redundancy, inefficiency, frustration in employees’ daily experiences 

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ü Reflecting on the work Sheila has done with the Shingo Institute – explaining the work carried out and the theoretical application

ü Embedding a certain culture that can underpin success, what does this look like?

ü It starts at the top – assessing the importance of C-suite leadership and driving change management and mindset shifts

ü Department restructures – what does the future for Finance look like?

• ü How to navigate employees through complexity, change and tech adoption?

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