They took this severe action because the bank, which has focused heavily on digital banking, has recently had a spate of outages, with online payment services and ATMs being offline for long stretches. It seems like leadership focused on the "sexy" areas of AI, cloud computing, and blockchain technology, but they neglected basic customer service and experience. All companies, especially ones in regulated industries, need to understand that their first priority is making sure their technology works.
My tech leadership consultant colleagues Sten Vesterli and Aviv Ben-Yosef, and I have written many articles, and advised many clients that digital innovation is much more than focusing on shiny objects. There needs to be a focus on the "boring", but very important, areas of business need, value, and reliability.
© 2023 Praveen Puri