I recall a strategy paper I enthusiastically presented to our operations board last December. It was full of new ideas around greater utilisation of client data to inform decision-making, expanding our use of artificial intelligence (AI) across new use cases and setting up a new workflow automation unit within IT. 

By late March, those plans had been effectively paused because of covid-19 and my focus rapidly shifted from strategic planning to frontline tech support alongside my IT colleagues. 

Now, as the nation begins to ‘unlock’ and society leans towards a new normal, I reflect on how the innovation function pivoted to support the firm and our clients during these unprecedented times. 

In t...

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