Shaping Innovation Strategy – Session Report

In February 2020, members of the Digital Leadership Forum met at Lloyds Banking Group in London to discuss Innovation: Identify, Shape, and Execute Your Strategy

Representatives from leading organisations including Dell Technologies, Lloyds Banking Group, BT, Clifford Chance, Barclays, LV=, Schroders, Coutts, AstraZeneca, Octopus Investments, Refinitiv, BDO, Hootsuite and many more discussed shaping innovation strategy within large organisation.

Strategy to Execution: The Missing Link with Henley Business School

Attendees first heard from Sharm Manwani, Executive Professor of IT Leadership at Henley Business School.

Sharm spoke about the common innovation barriers within large organisations:

  • Stakeholder Misalignment
  • Business Silos
  • Legacy Complexity

He then outlined the ways in which to overcome these road blocks in order to implement a successful innovation strategy within your organisation.

Innovation in one of the UK’s Oldest Banks with Barclays

We then heard from Gerwyn Jenkins, Director, Group Innovation Office at Barclays on innovation in one of the UK’s oldest banks. Jenkins spoke about Barclays’ Group Innovation Office and how bringing together all business units within Barclays can instil a mindset of continuous innovation throughout the organisation.

He also touched on how identifying new revenue and investment streams helps build next-generation products, services and platforms that shape the future of financial services for their customers and clients.

Innovation Challenges and Success Stories

Following on from this, attendees broke into smaller groups to discuss their challenges, success stories and learnings within the innovation field. Discussion topics included:

  • The processes and best practices supporting your innovation strategy
  • How to make experimental innovation more economical
  • Beneficial skill sets to lead in innovation
  • The challenges hindering innovation within organisations and how to overcome these
  • Using the threat of new disruptors to encourage innovation

The Importance of Continuous Learning with Lloyds Banking Group and AstraZeneca

Attendees then heard from Monica Carlesso, Head of New Business Exploration, Lloyds Banking Group, and Dr Bonnie Cheuk, Global Capability Leader – Learning Agility, AstraZeneca on ‘The importance of continuous learning for innovation’.

Bonnie Cheuk explained that in order to drive innovation within teams and organisations, you need to continue to both learn and unlearn. How can we do that? She touched on the importance of treating people as human beings. Listening to them, allowing an open dialogue, and ultimately understanding the flaws that come with being human is crucial to creating an innovative culture.

Monica Carlesso suggested that having an open mind is a key skill to possess. As a leader, you must enable innovation in a non-directive way and have trust in your team. Understanding that your role as a leader, is to enable innovation within your team, is a key skill as a leader in the field of innovation.

Nurturing an Innovative Culture at a Bank with Starling Bank

Finally we heard from digital challenger bank Starling Bank’s Chief Technology Advocate, Jason Maude on nurturing an innovative culture in banking.

Jason began by stating that innovation occurs when you create conditions that allow it to flourish, it is not just simply extractable. He then went on to explore the common obstacles when attempting to implement a culture of innovation:

  • Even the simplest change takes months to implement
  • It’s too risky or regulators won’t like it
  • We have a legacy code/technical debt

Watch Jason Maude’s presentation below for his solutions to these common innovation roadblocks.

Watch the presentations below:

Transforming Customer Experience Journeys – Session Report

In January 2020, members of the Digital Leadership Forum met at Barclays Rise in London to discuss Transforming Customer Experience Journeys.

Representatives from leading organisations including PwC, American Express, BT, Clifford Chance, LV=, EDF Energy, Coutts, Royal London, BDO, and many more discussed how customer journey mapping can increase brand advocacy, loyalty, conversion and revenue.

Key themes explored were employee experience as a success measure, AI and data strategy, CX transformation in finance, and branding and CX.

Attendees heard from PwC’s, Director of Customer & Commercial Excellence Mark Hill on Return on Experience as the new ROI and how improving both customer and employee experience can increase revenue.

We then heard from Steven Habbi, Head of Global Brand Design and Management, HSBC, and Akoni Hub’s CEO & Co-Founder, Felicia Meyerowitz Singh in a fireside chat on ‘Transforming CX in the finance sector’.

Attendees then broke up into discussion groups to discuss their success stories, challenges, and learnings surround customer experience.

We then heard from the ‘AI innovators’: Kristian Keep, VP Engineering, Decibel on ‘data readiness for AI and machine learning’; and Khal Harris, Digital Strategist, EMEA, Tealium on ‘AI to drive forward your data strategy’.

Finally we heard from a panel of experts on ‘how to apply AI and ML to improve customer experience’:

  • Grant Millar, Head of Digital, First Rate Exchange Services
  • Kristian Keep, VP Engineering, Decibel
  • Emma Smith, Consultant, Decibel
  • Khal Harris, Digital Strategist, EMEA, Tealium

Watch the presentations below:

Digital Marketing Trends 2020 – Session Report

In December 2019, members of the Digital Leadership Forum met at Schroders in London to discuss digital marketing trends for 2020.

Representatives from leading organisations including Pfizer, LV=, EDF Energy, Schroders, Octopus Investments, BDO, and many more discussed how they are preparing their digital marketing strategies for 2020.

Key topics included the role of employee advocacy within an organisation’s marketing plans and how to manage increased personalisation capabilities responsibly and effectively.

Attendees began the session by breaking into smaller groups to discuss their success stories, challenges, and learnings from 2019, as well as the digital trends that they are focusing on for 2020. Discussion topics included:

  • Content marketing and personalisation
  • Search and SEO
  • Data, analytics and measurements
  • Website customer journeys
  • The role of influencer marketing.

Attendees then heard presentations from companies working at the forefront of new digital marketing trends. Rebecca Allen, Chief Commercial Officer at Codec, explained how brands can tap into cultural networks that align with their values in order to engage new audiences.

We then heard from Dominique Elsey, Enterprise Marketing Specialist at Hootsuite who spoke about Hootsuite’s 5 Social Media Trends to Watch for 2020.

Finally, we sat down with Igor Volzhanin, CEO of Datasine to discuss how brands can use AI, psychology, and semantic content analysis to personalise the ways in which they communicate with their audiences, and the opportunities that increased personalisation may present marketers in the future.

Download the full report:

The Ethics of AI – Session Report

In October 2019 the Digital Leadership Forum held the second in our series of quarterly AI for Good events, supported by our Technology Partner Dell Technologies.

Representatives from leading organisations met at The Ethics of Artificial Intelligence session at Barclays Rise in Shoreditch to discuss the challenges of ethical AI, learn from academic and field experts, and work collectively towards developing professional best practices in a rapidly evolving technical and regulatory environment.

We heard from Dr Karina Vold, who challenged attendees to consider whether AI systems could be used to complement and extend our cognitive capabilities in more advanced and sophisticated ways than they are currently.

“What are the kinds of things that we can use AI for to offload some of the tasks that either we’re not good at, we’re just not built for, or that we just don’t like doing?”

Dr Brent Mittelstadt reviewed the current landscape of AI ethical frameworks, identifying four recurring principles that are common to biomedical ethics, and arguing that using biomedicine as a baseline is an inadequate solution for AI.

“The challenge – for businesses, for governments, for researchers – is that we have all these frameworks and depending on where you’re operating potentially more than one of them applies to you,”

Download the full report:

AI for Good

AI for Good – in partnership with Dell Technologies – is a programme of dedicated learning and development events which are designed to enable members of the Digital Leadership Forum to innovate with new AI technologies in a responsible way.