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1. How can the public sector take a more innovative approach to procurement?

   Innovative procurement means using innovative procurement methods with the goal of streamlining the purchasing process and making it more efficient. The public sector in Belgium still does that too little, tending to cling to the traditional method. However, innovative procurement has two major benefits, being saving costs and stimulating innovation. For his ongoing doctoral research, Ben De Coninck has been studying the Belgian government’s position when it comes to innovative procurement.

2. The “James” Banking Experience - robots taking over from humans for investment advice?

   In view of data-driven and customer-centric user experiences becoming ever more important, BNP Paribas Fortis developed ‘James’, an online and personal investment advice service that is both human and digital. Since the launch in 2009, the James’ customer base expanded from 20,000 to 100,000. This case study analyses the implications of using digital technologies for customer interactions in retail banking.