Leigh said it was clear over the 18 months of the crisis successful businesses had used the adversity of COVID as a “catalyst for change”.
“We've seen that all over our landscape, especially internally with our staff and externally with our customers,” he said.
Nigel emphasised in an increasingly digital post-COVID era, businesses needed to be operationally robust and resilient.
“[At ANZ] we've been putting a lot of work into operational resilience because stability of services, setting aside the complexity, is still incredibly important to our customers,” he said.
“We've spent the last 18 months really rebuilding our operating model in payment services to acknowledge that every component of the payment value chain, which starts in the bank and extends out right into our customer offices, is as resilient as it possibly can be.”
Reflecting on the 12 months since the last Sibos, Nigel said it had been remarkable how businesses had continued to evolve through that time, particularly when it came to using technology.
“People have adapted their living conditions and their circumstances to manage the workload without a hiccup,” he said. “Technology has absolutely been our friend here.
“We've all learned something we didn't know. We've all got a little app or a gadget or something that we didn't use and now we use it.”
The upcoming digital nature of Sibos – the second-straight year the conference has been conducted in such a manner – was evidence of this, according to Nigel.
“The fact that you can actually run a conference digitally, you can contemplate doing that,” he said. “If I had said to you, ‘Leigh, let's go have a digital version of Sibos’, back in 2018, you would have thought I was crazy, right?”
“When you have large teams distributed across multiple geographies - and this will resonate with many of our customers - the ability for technology to develop so quickly, and to be adopted so rapidly, I think is a real silver lining [of the crisis-led change].”