Doing different things, and thinking about things differently

by Ombudsman Services | Aug 21, 2018

Today Ombudsman Services is pleased to welcome business strategist and thought -leader Gordon Hewitt.

Gordon is widely regarded as one of the world’s leading authorities on the challenges facing business leaders such as competing and creating value in dynamic, complex markets. He helps companies re-imagine their processes and business models, creating value in new ways.

Gordon’s strategy thought leadership has assisted Fortune 500 CEOs for over 25 years. He brings cutting edge ideas and insightful experiences which will help OS to challenge the norm.

Gordon joins us to look at our approach to innovation, as well as considering, alongside our colleagues, some real examples of challenges we are facing, helping us to think differently about these problems. During today’s discussions colleagues will have a range of different stakeholders in mind; our customers, participating companies from the energy and communications sectors, sector regulators Ofcom and Ofgem and our own colleagues.

Innovation is something we take seriously. The world around us changes constantly; creating new problems. Our innovators work to scan the horizon, picking up on new thinking, ideas and technology that we can harness to improve our business practices and generate solutions.

According to Miller and Wedell-Wedellsborg, successful innovations are not found they are developed, successful innovators are expert problem solvers, and they work at problems in order to reframe them. As Einstein said, – “it’s not that I’m smart it’s just that I stay with problems longer.”

Innovation to OS is about doing different things, and thinking about things differently. “Because that’s how we always do it” isn’t good enough. We are always questioning, considering and re-evaluating our every day practices and processes. We want our people to reach a destination where innovation and disruption becomes the norm.

To do this, we ensure we are creating an environment and opportunities for colleagues from different departments with different business views to work together.

Take for example, Artificial Intelligence (AI), can we frame this to work for us, our customers, participating companies and regulators? Is this a solution to any of the problems we are looking to solve? As people get more used to dealing with AI, we are seeing the rise of chatbots in industries such as banking; apps such as Cleo plug into online banking and provide users insight into spending habits and prompts for savings and budgets. Of course, we are already familiar with Siri and Alexa.  Could AI be harnessed in ADR?

Daugherty and Wilson use their book ‘Human + Machine’ to discuss the ‘missing middle,’ which is the space between human-only and machine-only activities ripe for human-machine collaborations. 

We know that innovation doesn't start with the technology it starts with a problem – in what you want to achieve - technology may happen to be the enabler.

Businesses are already reimagining their processes and business models to move forward, creating value in new ways.  So, it's all about the human side of the equation. We’re back to doing different things and doing things differently.