GET TO KNOW
What do you think is the current hot technology talking point ?
Generative AI – but the dust is yet to be settled before pragmatic implementation of the technology can be used for business outcomes . It does show a lot of promise – eventually almost all software applications will be impacted in some shape and form .
How do you deal with stress and unwind outside the office ?
A morning workout is great stress buster . It helps me start my day with energy and a positive mind . in the technology adopted by these applications has benefitted enterprises in the last 2 to 3 decades , it also has created barriers to emerging technology adoption . Implementing any new technology impacting such core systems has its trade-offs . While the latest technologies come with their promises , change management in core systems poses substantial worries . This is where the platform approach mitigates the worries and delivers the promises .
What changes to your job role have you seen in the last year and how do you see these developing in the next 12 months ?
I enjoy hiking . I find being surrounded by nature calming and soothing . Recently , I tried camping up in the mountains and it was absolutely fun !
Cooking is another activity I enjoy . My family eagerly waits for barbecue weekends . When I find free time in the evening , I enjoy catching up on the latest movies and a few select shows . I also follow a couple of sports and my favorite teams are seasonal but quite intense .
If you could go back and change one career decision , what would it be ?
I don ’ t really have any regrets . Looking back , I always think I could have done almost everything better . True to cliché , there ’ s always room for improvement .
What do you currently identify as the major areas of investment in your industry ?
My role is mostly horizontal , encompassing all verticals and industries . Digital Transformation is one of the top initiatives and investments by both CIO and COO offices . It includes connecting front , mid and backoffices in business processes to deliver a superior customer experience through an equal endeavor of ergonomic employee experience . So , in a contact center ’ s Digital Transformation , the enterprises aim to map out the entire customer journey from the first interaction to the end goal . It also involves considering all the intermediate activities , such as employee engagement across omnichannel , and integrating with business applications , which are the overarching missions and visions of the enterprises .
What are the region-specific challenges when implementing new technologies in North America ?
The fundamental challenges revolve around core and business applications . While the early maturity
The lines between sales and solutions roles are starting to blur .
The ‘ one-size-fits-all ’ approach is no longer accepted – each enterprise is unique in its Digital Transformation strategy and tactics .
Technology and business domains are morphing into one – more business stakeholders are participating in technology creation and adoption and the concept of ‘ citizen developer ’ is gaining popularity .
Finding the balance between professional and citizen developers is crucial in a low code platform .
What advice would you offer somebody aspiring to obtain a C-level position in your industry ?
Start your customer journey with customer experience central to it . Remember , great customer experience begins with great employee experience .
When you are taking a closer look at your employee experience , learn how they are working with current systems and processes in place and identify if there are any silos . Your aim is to make them seamless and unified .
Revitalize the business case for process , content and collaborative services as your business imperatives change .
Keep the business case fresh as priorities change and maturity levels keep rising .
Align the business case to the top corporate priorities to help prevent failure and get executive support – which can lead to sponsorship . Do not forget to present your quick wins , ensure you have established performance metrics aligned with the identified corporate priorities and decide how to recognize the desired outcomes . p
80 INTELLIGENTCIO NORTH AMERICA www . intelligentcio . com