Bots and Beyond Episode 26: Driving Change through Citizen Innovation


Many of us have become familiar with the concept of citizen development. But we may not have heard of citizen innovation. Of course, we know innovation is a key driver of growth and an essential component for keeping up with the hyper pace of change.  But do we understand how to encourage, nurture and sustain it? Our guest on this week’s episode of the ISG Bots & Beyond podcast believes that creating a culture that promotes employee-led innovation is a key driver of digital transformation.  

Listen in as host Wayne Butterfield talks to Samuel Best, VP of Business Automation at GM Financial. Together they discuss the importance of empowering and enabling employees at all levels in an organization to innovate using technology. Best shares some experiences and lessons learned from his own automation journey. He also recommends listeners read this article on democratizing technology by Microsoft CEO Satya Nadella: Want a More Equitable Future? Empower Citizen Developers | WIRED ( 


About the host

Wayne is an automation pioneer, initially starting out as an early adopter of RPA in 2010, creating one of the first Enterprise scale RPA operations. His early setbacks at Telefonica UK, led to many of the best practices now instilled across RPA centres of excellence around the globe. Customer centric at heart, Wayne also specialises in Customer Service Transformation, and has been helping brands in becoming more Digitally focused for their customers. Wayne is an expert in Online Chat, Social Media and Online Communities, meaning he is perfectly placed to help take advantage of Chat Bots & Virtual Assistants. More recently Wayne has concentrate on Cognitive & AI automation, where he leads the European AI Automation practice, helping brands take advantage of this new wave of automation capability.