“Putting the customer at the heart of everything we do” is the boilerplate response of choice for new chief executives. Antony Jenkins said almost precisely those words when he became the CEO of Barclays in 2012, just four years after the financial crisis blew a hole in the global economy.
Saying something and doing something are very different. Few businesses die through the lack of good ideas. They fail through the lack of execution. And that is often down to technology.
