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July 31, 2012


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Chris, I believe you are spot on here, on both themes. Banks are information businesses, manufacturing, delivering and managing products which exist (essentially) only as data. But how many of them think of themselves that way ? And then don't get me started on organisational boundaries. Time and again, if you look from the customer's outside view in you can see the internal barriers impeding service, decreasing efficiency. We have amazing technologies available now to change the way things are done, but doing things better means cutting across these boundaries and time and again it is too hard. My hope is that as the recognition comes of the value of exploiting information that this will show the way things needs to be organised and we may make progress. Maybe.

Hubert Laird

On the button again Chris...! When I was involved in data projects in banks across the world a few years back my favourite entertainment was to ask the question "who owns customer" to a room full of line of business and IT execs. In one bank I had to stop the argument after 30 minutes before blows were exchanged. Great entertainment - and you learned a lot about how dysfunctional the organisation was... Your Blog takes me back with nostalgia.... And, as you say the political issues are still there today....

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