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Simon Bumfrey, Head of Technology & Life Sciences at HSBC Innovation Banking, joins Emma Carroll, Source’s Head of Content, on the latest episode of our Business Leader’s Voice podcast.
In this episode, we talk to Simon about creating strong, authentic, and honest relationships that help you deliver for your clients at pace. He also shares his first-hand experience of supporting his customers and workforce through the Silicon Valley Bank crisis.
We discuss the following issues and more:
How a great CX means speaking the same language as your clients, having a deep knowledge of their sector, and being accessible.
Having challenging conversations, especially when things go wrong. Clients want a fast, honest, and authentic response.
Simon’s first-hand experience of handling CX during the Silicon Valley Bank crisis, including communicating openly when you don’t have all the information and demonstrating empathy and transparency.
The role of AI in customer experience, and where humans will remain crucial.
The impact of a strong regulatory environment on CX. And how to say “no” while still delivering a great CX.
The importance of consultants turning down a project when it’s not their area of expertise.
How trust is crucial when a business is looking for a consulting firm to help them deliver on their AI ambitions.
If you enjoyed this conversation, don’t miss our sister podcast, The Future of the Firm. In our latest episode, we discuss what clients are looking for from a restructuring firm and where the current hotspots are in the market.
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Jason Maude, Chief Technology Advocate at Starling Bank, joins Emma Carroll, Source’s Head of Content, on the latest episode of our Business Leader’s Voice podcast.
In this episode, we talk to Jason about building, deploying, and monitoring technology in an innovative bank. We look at how to create trust, look beyond fads, and think about customer experience. Jason also shares his experience of working with consulting firms, including where they add value and what “grinds his gears”.
He shares his insight into the following issues and more:
What a tech-first business wants from consulting firms, including measuring it against the principles of success rather than simply against what its peers do Reassuring regulators when you are operating at the cutting edge of technology Releasing new code rapidly, the underlying data foundations needed to get a business ready for AI, and the risk of decay in data models Looking beyond fads and only using AI and other tech tools where you need them and where a simpler approach won’t work Using pseudo data to train your models, e.g. to recognise financial crime Jason’s tips on creating an innovative mindset and picking up the pace in your organisation.If you enjoyed this conversation, don’t miss our sister podcast, The Future of the Firm. In our latest episode, we discuss what clients are looking for from a restructuring firm and where the current hotspots are in the market.
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Andy Haywood, former Chief Modernisation Officer at Yorkshire Water and NED at Furness Building Society, joins Emma Carroll, Source’s Head of Content, on the latest episode of our Business Leader’s Voice podcast.
In this episode, we talk to Andy about how best to approach transformation work, the traps businesses often fall into, and why it’s important to give projects ‘the room to breathe’. With experience of the high-profile Co-operative Group turnaround, through to stints in retail, banking, and utilities, Andy reflects on the recurring transformation challenges he’s faced and on working with consulting firms.
He shares his insight into the following issues and more:
The most common transformation pitfalls, such as focusing too much on the numbers at an early stage Navigating media attention, including how to turn negative media glare into positive internal change Avoiding ‘deal fever’ to make the space and time for transformation projects The best way to sequence the planning and financing of transformation programmes What business leaders want to see from consulting firms, from pitch stage through to delivery How consulting firms can help cut through the politics in client organisations and what this looks like in practice Why it’s important for businesses to keep a sense of ownership over their transformation projects when working with consultantsIf you enjoyed this conversation, don’t miss our sister podcast, The Future of the Firm. In our latest episode, we discuss what clients are looking for from a restructuring firm and where the current hotspots are in the market.
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Belden Menkus, Founder and MD of Menkus & Associates, and Fiona Czerniawska, CEO of Source, join Emma Carroll, Source’s Head of Content, for the latest episode of our Business Leader’s Voice podcast.
The management skills that we all take for granted are disappearing from our businesses—leaving us with an execution gap and poorly trained people.
In this podcast, we talk to Belden and Fiona about how the prioritisation of leadership has squeezed crucial management capability out of organisations.
They share their insight into the following issues and more:
The loss of management skills can be seen on the ground in a reduced ability to spot problems and opportunities, to analyse situations, and to choose a route forwards. This is causing an execution gap.
As hierarchies have become flatter, managers can be less willing to give feedback or step in and challenge.
Managers and senior leaders now frequently give away the valuable opportunity to upskill their junior staff to consultants. This could be seen as a misuse of consulting.
It would help if people could see the roles of leadership and management as ones that overlap. Good business executives do both.
CEOs should be asking their HRDs searching questions about where the training budget for managers is being directed.
Fiona and Belden also share advice on how to get great management back into our businesses.
If you enjoyed this conversation, don’t miss our sister podcast, The Future of the Firm. In our latest episode, we discuss how firms should be rethinking digital talent in an AI-ambitious world.
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Emma Carroll, Source’s Head of Content, is joined by Ian Wright, Co-Chair of the Food & Drink Export Council, for the latest episode of our Business Leader’s Voice podcast.
As we head into 2024, businesses are facing ongoing economic pressures alongside a whole host of new challenges.
In this podcast, we talk to Ian about where he sees the biggest risks emerging and the opportunities that executives must not miss. He cautions against risk aversion but suggests leaders should be ready to sense check previous decisions around technology, supply chains, and how they plan to hit their net zero targets.
He shares his insight into the following issues and more:
Where businesses will need consulting support in 2024, including around technology, risk, and net zero The impact of the climate crisis and macroeconomic pressures on supply chains Operating in a low-growth environment, including the need to prioritise investment Being thoughtful and ready to adapt if you realise you have made the wrong choices around tech and AI Rethinking customer choice in the face of today’s supply constraints How risk management is not fit for purpose in 90% of businesses today.If you enjoyed this conversation, don’t miss our sister podcast, The Future of the Firm. In our latest episode, we discuss how firms can harness tech and AI to stay relevant in 2024.
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Emma Carroll is joined by Beth Butterwick, CEO of clothing retailer, Jigsaw.
At a time when the business environment is constantly shifting, leaders must target simplicity by focusing on their customers, being clear about their USPs, and pulling on their strategic levers.
In this podcast, we talk to Beth about her experience of doing just that, when she joined the retailer shortly before COVID hit.
Identifying and focusing on the heartland of your business Timing and targeting growth during uncertainty Encouraging multichannel customers and removing friction points Innovating around slow fashion, circularity, and subscription models The appetite for professional services in today’s retail market
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Emma Carroll is joined by Paul Pellizzari in this episode of Business Leader’s Voice, a new series providing a client’s-eye view of the professional services landscape.
Organisations across the globe are on their individual journeys to deliver on new and challenging ESG ambitions. There’s a lot to do, from deciding where to focus limited internal resources, to deciding how to measure success, to communicating an authentic story to a diverse range of interested stakeholders.
In this podcast, we talk to Paul about how he is leading on this challenge at Hard Rock, one of the world’s most recognised brands. He discusses the importance of the “S” aspect of ESG to the Hard Rock business model and where the big challenges and rewards lie.
We talk about the risk of setting unachievable goals, what “meaningful” metrics really are, and what business leaders are looking for from consulting firms in this space.
About the series: Business Leader’s Voice is essential listening for those seeking to understand what’s important to clients. Speaking to influential buyers and users of professional services, Source’s managing editor, Emma Carroll, asks the big questions about what really matters to firms today and offers fresh insight into the critical issues occupying the headspace of senior executives.
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Emma Carroll is joined by Paul Alexander and Martin White, in this first episode of Business Leader’s Voice, a new series providing a client’s-eye view of the professional services landscape.
When it comes to selling and contracting for professional services, have you ever fallen into any of the common procurement pitfalls?
Clients say that firms can fail to understand the structure of procurement and the wider buying process. They can be tempted to oversell capabilities or talk up talent that isn’t available. Those on the ground may assume that people working in procurement understand more about consulting than they do. And sometimes firms can simply fail to listen…
It’s a rare firm that hasn’t fallen into the supplier management gap at some time.
In this podcast, we discuss all things procurement with Paul Alexander, who’s had leadership roles at BP and British Airways, and now lectures on procurement, teaching tomorrow’s buyers of professional services and beyond. Paul has witnessed all these mistakes and more—but he takes a positive look at what firms can do to build a better and more profitable relationship with their partners in procurement.
The first 40 minutes of this episode are a behind-the-scenes interview with Paul Alexander. This is followed by 10 minutes of bonus content with Martin White, Principal Consultant at Source, in which we discuss what Source’s research has to say about the issues raised.
About the series: Business Leader's Voice is essential listening for those seeking to understand what's important to clients. Speaking to influential buyers and users of professional services, Source’s managing editor, Emma Carroll, asks the big questions about what really matters to firms today and offers fresh insight into the critical issues occupying the headspace of senior executives.
