The thermometer man: why service level agreements never result in service

The other day, I had cause to ring up our facilities help line to report a possible fault in one of our buildings. According to me it was far too hot, and I wanted them to twist a dial on the air conditioning machine to make the room colder. "We’ll be there within four hours", […]

Banking 2.0 Podcast

A few weeks ago, I was thrilled to be asked by Mike O’Hara of Voices in Business to record a podcast on innovation. I had the chance to talk about innovation in banking, social lending, social finance sites, and a lot of other, fashionable forward-looking finance type things. The podcast can be heard here, if […]

When small innovations are good

Last week, I spent a few days in Atlanta attending the Emerging Payments Forum, run by consultancy Global Concepts. The event itself was an extremely interesting one, and one of the main topics was innovation. Actually, I was there to speak on that topic, and perhaps the central point I made was that incremental innovation, […]

Transparency Tyranny

In January of this year, TrendWatching, one of my favourite sites, suggested that Transparency Tyranny would be a big thing. For those who don’t follow the site, they are referring to the decreasing time it takes for anything someone – especially a large company – does before the reset of the world knows about it. […]

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