TECHNOLOGY
Challenges of change
One of the biggest challenges was breaking down and decommissioning existing separate silos .
“ Organisationally there was very little communication between those silos and if you then start to put the customer central and try to fix the friction points in the customer journey across those silos the communication between those silos is a huge challenge .”
These silos were strong from
both an IT perspective and from a process perspective – creating even further issues finding one common language .
“ Those were by far the biggest challenges which ultimately led us to the conclusion that , at least for the big change programs , we really need to centralise those so we could accelerate the simplification . That was the start of the program , reaching the decision and executing it was quite a challenge and probably the
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