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