What has been your business/work highlight of 2024 so far?

I founded our customer experience (CX) team for GXS Bank with the goal of creating a truly omnichannel experience—a feat many banks talk about, but few actually achieve. Together with my team, we not only brought this vision to life but also did so with executional excellence. This effort was recognised across the industry, earning us five prestigious awards (including Best Omnichannel, Best use of Customer Feedback, Best CX team) – garnering respect and acknowledgement from our peers.

Who is your business hero and why?

My business hero is a former boss from a bank I previously worked at, well known for his integrity and influential leadership. He was a pillar of support and guidance, always encouraging me to push boundaries and innovate in my area of expertise in digital banking. His mentorship was invaluable, generously offering his time and wisdom, which has deeply shaped my leadership style. He taught me the importance of creating a nurturing and ethical team environment, lessons that I carry forward in my work today.

What’s the biggest business mistake you’ve made and what did you learn from it?

Merely doing good work isn’t enough; it shouldn’t stay hidden like a well-kept secret. As a leader, I’ve learned the importance of actively seeking out and creating platforms to highlight our team’s achievements. Promoting and celebrating these successes is crucial—it boosts morale within the team and showcases our collective efforts to the wider organisation and industry, emphasising the significance and impact of our work.

What’s the most inspirational book you’ve ever read and why?

Reading ‘Bank 4.0: Banking Everywhere, Never at a Bank’ by Brett King has been truly inspirational, especially working in a fully digital bank. This book perfectly captures the essence of the future banking landscape—where digital is the norm, not the exception. It resonates deeply with the challenges and opportunities we face in creating an embedded finance experience for our customers.

What’s the biggest challenge you face in your role in 2024?

In 2024, we are looking to use AI strategically to improve personalization and efficiency in ways that truly benefit our customers and the bank. The challenge lies in energising my team to aim for significant advancements efficiently and quickly. Our focus is to drive impactful progress with minimal resources.

What technology will have the greatest impact on your business this year and why?

GenAI’s potential to transform customer interactions through advanced personalization and automation is unparalleled. GenAI can analyse vast amounts of data in real-time, offering insights and solutions tailored to the individual needs of our customers. This not only enhances the customer experience but also streamlines our operations, making them more efficient and reducing costs; fulfilling the 2 biggest objectives for us.