Leanna Davies of the Development Bank of Wales argues that sustained productivity gains come from customer focus, investing in people and leadership, and using technology as a tool—supported by targeted investment to help firms scale.
Investing in people and leadership enables firms to increase productivity while also growing jobs.
Technology and innovation work when applied as part of a broader strategy to improve outcomes and operations.
Access to finance can help businesses act on growth opportunities and build capacity for continuous improvement.
# Overview
# What the Productivity Heroes show Wales. Success is not tied to one sector or to adopting a single technology. Instead, productive growth typically combines clearer customer understanding, better decision-making, stronger capabilities, and a steady pattern of incremental improvements.
# Customer focus: create value where it matters
# People and leadership: productivity need not mean fewer jobs The research challenges the idea that productivity and employment are in conflict. Many of the most productive firms are growing their headcount while boosting output. They achieve this by investing in skills, training and leadership development so employees can respond to change and seize opportunities. Strong leadership creates routines and expectations for continuous improvement rather than one-off transformations.
# Innovation and technology as means, not ends Technology and innovation support growth when they serve a clear business purpose: improving customer outcomes, strengthening operations, or opening new opportunities. The most successful firms adopt systems and tools where they fit a larger strategy. Small process improvements, smarter ways of working, and incremental innovations can be as valuable as new products.
# The role of investment Access to finance matters because it enables businesses to act on strategic opportunities—investing in people, equipment or new systems when the timing and capacity align. The Development Bank of Wales positions investment as one support mechanism that can back firms taking the next steps toward productive growth.
# A mindset for long-term success There is no single formula for productivity. Instead, the common pattern across successful firms is a long-term orientation: a focus on customers, deliberate investment in people and leadership, and steady, repeatable improvements. The opportunity in Wales is to scale those practices more widely so more firms develop the confidence and capability to follow similar paths.
# Practical implications for business leaders
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