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Biz must adapt to tech as a service: Florian

Customer expectations toward technology are changing rapidly and the onus is on business to adapt, according to ANZ Group Executive, Technology, Gerard Florian.

This requires a shift in approach to treating technology as an ongoing service - rather than a series of projects - in order to optimise the customer experience, he told bluenotes on video.

“We [as technology] need to have a different business model,” Florian says. “We need to be thinking more around services, or ‘as a service’ mindset.”

" We need to be thinking more around services, or ‘as a service’ mindset." Gerard Florian, ANZ Group Executive, Technology.

“We need to have a plan that is both holistic as well as granular, so we are continuously developing or evolving parts of our architecture to meet the ever-changing needs of our customers.”

 

Florian said technology teams in banks had traditionally focused on building things and fixing things.

“When we move to that service-provider mindset, what we’re really thinking about is: how do we create a service as a long-term view, but get some value out quickly and then continue to add more features based on customer feedback?” he said.

“And taking real responsibility that those services meet our customer needs.”

He also touched on the role of the bank’s core system and the evolving nature of the bank’s technology architecture. Watch the video above to find out more.

Andrew Cornell is managing editor at bluenotes

The views and opinions expressed in this communication are those of the author and may not necessarily state or reflect those of ANZ.

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