Gaining a competitive advantage from generative AI (Gen AI) is about implementing technology at the right time. Go too early and you could implement a service that creates more challenges than solutions; go too late and your business could be left behind.

Wendy Redshaw, chief digital information officer at NatWest Retail Bank, recognizes the scale of this challenge better than most. In her role leading digital operations for the finance giant, Redshaw manages 4,500 people across four locations globally and oversees the delivery of retail banking technology for Royal Bank of Scotland, NatWest, and Ulster Bank North.

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The team is focused on digitalizing services to make life easier for the group's customers. Their work is supported by a planned investment of