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Ketharaman's point is worthy of note as personalised comms through finincial institutions should consider the tone of the communications , and indeed be cautious. However, as de-personalisation through digitalisation continues apace, improving the customer experience is a necessity across the industry.

I'll return the favour Ketharam, just FYI, I've just seen on your (impressive) profile you have made a mistake when copy and pasting it over. You seem to have run out of words on your career background: What I think is meant to be "subsequently" reads, "subseq" and stops abruptly.

Thanks for the comment and bringing me down to earth! I think though you're missing my point regarding the article. I'm not saying they used lean start up techniques explicitly, I'm arguing that they are ingrained in silicon valley and lead to a fake it before you make it culture which led to fraud. Thank you for pointing out the mistake in which paper JC wrote for.