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0.79 }, "kind": "disclaimer", "text": "Copyright © MIT, 2020. All rights reserved. Get more on digital leadership from MIT Sloan Management Review. Read the report online at https://sloanreview.mit.edu/leadership2020. Visit our site at https://sloanreview.mit.edu/big-ideas/future-of-leadership. Sign up for our free newsletter at https://sloanreview.mit.edu/newsletter-signup-future-of-work. Contact us to get permission to distribute or copy this report at smr-help@mit.edu or 617-253-7170", "attrs": null, "canon": { "kind": { "name": "Disclaimer", "slug": "disclaimer", "status": "active", "canonId": "91173477-d91f-4024-bbaf-d4f93e3f82dc", "version": 1, "description": "Legal/cautionary text that occupies most of the body of its slide." }, "tool": null, "subkind": null, "framework": null }, "subkind": null, "groupRole": null, "confidence": null, "extraction": { "at": "2026-05-02 19:36:40.535+00", "model": "google/gemini-3.1-flash-lite-preview-20260303", "runId": null, "seconds": null, "promptVersion": null }, "componentId": "a0f28dce-2742-4cf2-a3d8-4b9378110f90", "parentComponentId": null }, { "bbox": { "h": 0.05, "w": 0.7, "x": 0.23, "y": 0.5 }, "kind": "paragraph", "text": "Hatice Baser, Euan Davis, Carolyn Ann Geason, Chantal Olson, Lauren Rosano, Allison Ryder, Caroline Styr, Vivek Vijayan, and Sreehari VS", "attrs": null, "canon": { "kind": { "name": "Paragraph", "slug": "paragraph", "status": "active", "canonId": "5f2affc0-941d-4d07-959d-4bfc1930cea4", "version": 1, "description": "Single prose block in the body of a slide." }, "tool": null, "subkind": { "name": "Paragraph", "slug": "paragraph", "status": "active", "canonId": "019de52c-fb80-75af-aa5c-a7a4bfac2433", "version": 1, "description": null }, "framework": null }, "subkind": "paragraph", "groupRole": null, "confidence": null, "extraction": { "at": "2026-05-02 19:36:40.535+00", "model": "google/gemini-3.1-flash-lite-preview-20260303", "runId": null, "seconds": null, "promptVersion": null }, "componentId": "2fdaf8df-521a-4ea9-93f4-c9179ef14691", "parentComponentId": null }, { "bbox": { "h": 0.05, "w": 0.7, "x": 0.23, "y": 0.62 }, "kind": "paragraph", "text": "The research and analysis for this report was conducted under the direction of the authors as part of an MIT Sloan Management Review research initiative in collaboration with and sponsored by Cognizant.", "attrs": null, "canon": { "kind": { "name": "Paragraph", "slug": "paragraph", "status": "active", "canonId": "5f2affc0-941d-4d07-959d-4bfc1930cea4", "version": 1, "description": "Single prose block in the body of a slide." }, "tool": null, "subkind": { "name": "Paragraph", "slug": "paragraph", "status": "active", "canonId": "019de52c-fb80-75af-aa5c-a7a4bfac2433", "version": 1, "description": null }, "framework": null }, "subkind": "paragraph", "groupRole": null, "confidence": null, "extraction": { "at": "2026-05-02 19:36:40.535+00", "model": "google/gemini-3.1-flash-lite-preview-20260303", "runId": null, "seconds": null, "promptVersion": null }, "componentId": "43df55cf-d819-48b5-92ac-7d6d26525877", "parentComponentId": null }, { "bbox": { "h": 0.05, "w": 0.7, "x": 0.23, "y": 0.7 }, "kind": "paragraph", "text": "To cite this report, please use: D. Ready, C. Cohen, D. Kiron, and B. Pring, “The New Leadership Playbook for the Digital Age,” MIT Sloan Management Review, January 2020.", "attrs": null, "canon": { "kind": { "name": "Paragraph", "slug": "paragraph", "status": "active", "canonId": "5f2affc0-941d-4d07-959d-4bfc1930cea4", "version": 1, "description": "Single prose block in the body of a slide." }, "tool": null, "subkind": { "name": "Paragraph", "slug": "paragraph", "status": "active", "canonId": "019de52c-fb80-75af-aa5c-a7a4bfac2433", "version": 1, "description": null }, "framework": null }, "subkind": "paragraph", "groupRole": null, "confidence": null, "extraction": { "at": "2026-05-02 19:36:40.535+00", "model": "google/gemini-3.1-flash-lite-preview-20260303", "runId": null, "seconds": null, "promptVersion": null }, "componentId": "55e6b16d-1e6a-4156-8de3-3fe1cbb312e3", "parentComponentId": null }, { "bbox": { "h": 0.25, "w": 0.7, "x": 0.23, "y": 0.23 }, "kind": "paragraph", "text": "DOUGLAS A. 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It was the world's 14th largest bank by market capitalization and held top positions in its home country in consumer lending, business loans, business deposits, and long-term mutual funds. 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That wasn't the culture.\"", "attrs": null, "canon": { "kind": { "name": "Paragraph", "slug": "paragraph", "status": "active", "canonId": "5f2affc0-941d-4d07-959d-4bfc1930cea4", "version": 1, "description": "Single prose block in the body of a slide." }, "tool": null, "subkind": { "name": "Paragraph", "slug": "paragraph", "status": "active", "canonId": "019de52c-fb80-75af-aa5c-a7a4bfac2433", "version": 1, "description": null }, "framework": null }, "subkind": "paragraph", "groupRole": null, "confidence": null, "extraction": { "at": "2026-05-02 19:36:45.447+00", "model": "google/gemini-3.1-flash-lite-preview-20260303", "runId": null, "seconds": null, "promptVersion": null }, "componentId": "d44d5d30-1b72-4ac1-8195-8fcad95f59e3", "parentComponentId": null }, { "bbox": { "h": 0.08, "w": 0.26, "x": 0.4, "y": 0.75 }, "kind": "paragraph", "text": "The organization became more team-based and agile. Reimagining the hierarchical structure led the company to discover value in places it hadn't thought to look. The employee makeup became more inclusive and diverse.", "attrs": null, "canon": { "kind": { "name": "Paragraph", "slug": "paragraph", "status": "active", "canonId": "5f2affc0-941d-4d07-959d-4bfc1930cea4", "version": 1, "description": "Single prose block in the body of a slide." }, "tool": null, "subkind": { "name": "Paragraph", "slug": "paragraph", "status": "active", "canonId": "019de52c-fb80-75af-aa5c-a7a4bfac2433", "version": 1, "description": null }, "framework": null }, "subkind": "paragraph", "groupRole": null, "confidence": null, "extraction": { "at": "2026-05-02 19:36:45.447+00", "model": "google/gemini-3.1-flash-lite-preview-20260303", "runId": null, "seconds": null, "promptVersion": null }, "componentId": "d6e99b44-2903-4c59-89c6-0c1b8eb9ac9f", "parentComponentId": null }, { "bbox": { "h": 0.25, "w": 0.26, "x": 0.12, "y": 0.35 }, "kind": "paragraph", "text": "Consumers' banking behaviors were changing rapidly and radically, and so accordingly were their expectations of their financial institutions. China's emergence as an economic powerhouse was altering and intensifying the competitive landscape. RBC's customer base and its employees were becoming increasingly diverse. Not least, digitalization, in addition to redefining how banking got done, was enabling well-capitalized upstarts to enter the marketplace while also helping traditional competitors, aided by emerging technologies, to up their game.", "attrs": null, "canon": { "kind": { "name": "Paragraph", "slug": "paragraph", "status": "active", "canonId": "5f2affc0-941d-4d07-959d-4bfc1930cea4", "version": 1, "description": "Single prose block in the body of a slide." }, "tool": null, "subkind": { "name": "Paragraph", "slug": "paragraph", "status": "active", "canonId": "019de52c-fb80-75af-aa5c-a7a4bfac2433", "version": 1, "description": null }, "framework": null }, "subkind": "paragraph", "groupRole": null, "confidence": null, "extraction": { "at": "2026-05-02 19:36:45.447+00", "model": "google/gemini-3.1-flash-lite-preview-20260303", "runId": null, "seconds": null, "promptVersion": null }, "componentId": "e46a35c2-41aa-4379-a8eb-587cda3ff47c", "parentComponentId": null }, { "bbox": { "h": 0.2, "w": 0.26, "x": 0.68, "y": 0.08 }, "kind": "paragraph", "text": "Transforming RBC into a purpose-driven company has ignited the passion of its employees. \"It's not just about your product and service and winning and losing,\" McKay says. \"So many of our employees are engaged by the mission of helping the community. 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