There is no question that customer expectations have changed. Today, people expect to open a bank account in minutes, secure insurance online, sign property documents digitally or register for services without ever visiting a branch. Organisations that make these experiences fast and intuitive are often rewarded with higher conversion rates, stronger customer loyalty and a valuable competitive advantage. As business leaders, we are continuously striving to remove unnecessary

South African businesses do not need to look far for a cautionary tale. The fallout from the Steinhoff scandal continues to reveal how weak governance, inadequate scrutiny of business relationships, and unchecked transactions can destroy billions in shareholder value.