MOVING TO DIGITAL
organisation takes a business and
The right culture must be enabled by
solution led view. “We do a lot of proof
the right technology tools, which are
of concept pilots,” says Sampson. “We
leveraged at YBS internally and
start small, and get to something that
externally. White is keen to stress,
either proves a business case or doesn’t.
however, that digital won’t replace
If it’s going to fail, we want it to fail fast.”
the human touch. “It’s about offering
Automation and robotics have been
flexibility of choice. We believe in our
used to optimise processes. “We have
migration to digital, but it’s not about
a number of robots deployed to improve
‘either/or’, it’s about ‘and’. We’ve stream-
speed and accuracy or processing,”
lined branches and added technology
says Head of Technology Operations
but we still believe in having our mem-
Darren Newbould. “That drives direct
bers served by people and we believe
business benefit into some tasks which
in our colleagues.”
were originally done manually, taking
With a world of tech at its fingertips,
agents a number of hours. We’re building
YBS might be tempted by shiny new
on that capability as we speak,” he adds.
objects like RPA, AI or IoT, but the
Juryta also believes artificial intelligence
w w w.f i nte c hma ga z i n e. com
109