Leaders Roundtable: Striking the Right Balance: Bringing a Human Touch to AI in Customer Experience

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Leaders Roundtable: Striking the Right Balance: Bringing a Human Touch to AI in Customer Experience

In this digital era, the pivotal role of customer experience (CX) in building brand loyalty and trust is top of mind for many companies.

Organisations are swiftly adopting technology, especially AI-driven solutions, to elevate their customer and employee experience strategies, boosting efficiency and convenience along the way.

Yet, integrating AI into CX is a delicate balancing act. AI is often perceived as impersonal, lacking the human touch that can foster genuine connections and empathy in CX.

According to Ecosystm research in Singapore:

  • 52% of organisations prioritise customer self-service to enhance CX and reduce employee workload
  • 75% have implemented or are considering AI-infused self-service technologies
  • 64% worry about smoothly transitioning to a human when AI can’t address customer queries or issues

Organisations require a practical and seamless AI-powered solution that elevates both customer and employee experiences.

We invite you to join me and your industry peers for a closed-door candid conversation on:

  • Key pain points in meeting customer demands for CX and practical solutions to mitigating them.
  • Harnessing the power of unified CX, communications, collaboration, and employee solutions on one single platform
  • Best practices for leveraging customer intelligence to help drive efficiency and increase profitability.
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AI Legislations Gain Traction: What Does it Mean for AI Risk Management?

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It’s been barely one year since we entered the Generative AI Age. On November 30, 2022, OpenAI launched ChatGPT, with no fanfare or promotion. Since then, Generative AI has become arguably the most talked-about tech topic, both in terms of opportunities it may bring and risks that it may carry.

The landslide success of ChatGPT and other Generative AI applications with consumers and businesses has put a renewed and strengthened focus on the potential risks associated with the technology – and how best to regulate and manage these. Government bodies and agencies have created voluntary guidelines for the use of AI for a number of years now (the Singapore Framework, for example, was launched in 2019).

There is no active legislation on the development and use of AI yet. Crucially, however, a number of such initiatives are currently on their way through legislative processes globally.

EU’s Landmark AI Act: A Step Towards Global AI Regulation

The European Union’s “Artificial Intelligence Act” is a leading example. The European Commission (EC) started examining AI legislation in 2020 with a focus on

  • Protecting consumers
  • Safeguarding fundamental rights, and
  • Avoiding unlawful discrimination or bias

The EC published an initial legislative proposal in 2021, and the European Parliament adopted a revised version as their official position on AI in June 2023, moving the legislation process to its final phase.

This proposed EU AI Act takes a risk management approach to regulating AI. Organisations looking to employ AI must take note: an internal risk management approach to deploying AI would essentially be mandated by the Act. It is likely that other legislative initiatives will follow a similar approach, making the AI Act a potential role model for global legislations (following the trail blazed by the General Data Protection Regulation). The “G7 Hiroshima AI Process”, established at the G7 summit in Japan in May 2023, is a key example of international discussion and collaboration on the topic (with a focus on Generative AI).

Risk Classification and Regulations in the EU AI Act

At the heart of the AI Act is a system to assess the risk level of AI technology, classify the technology (or its use case), and prescribe appropriate regulations to each risk class.

Risk levels of proposed EU AI Act

For each of these four risk levels, the AI Act proposes a set of rules and regulations. Evidently, the regulatory focus is on High-Risk AI systems.

Four risk levels of the AI Act

Contrasting Approaches: EU AI Act vs. UK’s Pro-Innovation Regulatory Approach

The AI Act has received its share of criticism, and somewhat different approaches are being considered, notably in the UK. One set of criticism revolves around the lack of clarity and vagueness of concepts (particularly around person-related data and systems). Another set of criticism revolves around the strong focus on the protection of rights and individuals and highlights the potential negative economic impact for EU organisations looking to leverage AI, and for EU tech companies developing AI systems.

A white paper by the UK government published in March 2023, perhaps tellingly, named “A pro-innovation approach to AI regulation” emphasises on a “pragmatic, proportionate regulatory approach … to provide a clear, pro-innovation regulatory environment”, The paper talks about an approach aiming to balance the protection of individuals with economic advancements for the UK on its way to become an “AI superpower”.

Further aspects of the EU AI Act are currently being critically discussed. For example, the current text exempts all open-source AI components not part of a medium or higher risk system from regulation but lacks definition and considerations for proliferation.

Adopting AI Risk Management in Organisations: The Singapore Approach

Regardless of how exactly AI regulations will turn out around the world, organisations must start today to adopt AI risk management practices. There is an added complexity: while the EU AI Act does clearly identify high-risk AI systems and example use cases, the realisation of regulatory practices must be tackled with an industry-focused approach.

The approach taken by the Monetary Authority of Singapore (MAS) is a primary example of an industry-focused approach to AI risk management. The Veritas Consortium, led by MAS, is a public-private-tech partnership consortium aiming to guide the financial services sector on the responsible use of AI. As there is no AI legislation in Singapore to date, the consortium currently builds on Singapore’s aforementioned “Model Artificial Intelligence Governance Framework”. Additional initiatives are already underway to focus specifically on Generative AI for financial services, and to build a globally aligned framework.

To Comply with Upcoming AI Regulations, Risk Management is the Path Forward

As AI regulation initiatives move from voluntary recommendation to legislation globally, a risk management approach is at the core of all of them. Adding risk management capabilities for AI is the path forward for organisations looking to deploy AI-enhanced solutions and applications. As that task can be daunting, an industry consortium approach can help circumnavigate challenges and align on implementation and realisation strategies for AI risk management across the industry. Until AI legislations are in place, such industry consortia can chart the way for their industry – organisations should seek to participate now to gain a head start with AI.

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Leaders Roundtable: From Risk to Resilience: Intelligent Strategies for Today’s Interconnected World

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Leaders Roundtable: From Risk to Resilience: Intelligent Strategies for Today’s Interconnected World

Traditional approaches to cybersecurity have proven consistently inadequate in safeguarding sensitive data and digital assets in today’s data-first organisations.

The proliferation of interconnected devices has opened new avenues for cyberattacks, putting our organisations at greater risk of financial and reputational loss.

Cybersecurity leaders, like yourself, recognise that cyber strategies need to be intelligent, adaptive, and forward-thinking. Despite the urgency, there are challenges to building cyber-resilient organisations.

Ecosystm research finds that in Singapore:

  • 78% of technology leaders feel that their organisations do not have the right governance and risk policy
  • Insider misuse (51%) is considered a bigger threat than phishing attacks (49%)
  • 78% are concerned about the proliferation of end-points and network access

I invite you to join this dynamic exchange of ideas, insights, and experiences, where the discussion will focus on:

  • The importance of a risk and management strategy that protects your organisation before, during, and after a breach
  • Best Practices to mitigate the challenges of tools proliferation to give cyber leaders easier visibility of all their cyber assets
  • How cyber leaders have to become storytellers for greater executive buy-in and organisational compliance

This is an excellent opportunity to learn from your peers on how they are negotiating the challenges of protecting their organisations. Please click here to RSVP and secure your space as seats are limited.

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Leaders Roundtable: Unlocking the Transformative Power of AI

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Leaders Roundtable: Unlocking the Transformative Power of AI

Leveraging Data & AI to Create the Intelligent Business

In today’s rapidly evolving landscape, many organisations find themselves underutilising the wealth of data they generate, hindering their ability to deliver on business objectives.

Simultaneously, artificial intelligence (AI) continues to make headlines, capturing the attention of boards and leadership teams eager to harness its potential for efficiency gains and competitive advantage. AI, powered by well-trained data, emerges as a critical solution to mitigate ongoing challenges such as supply chain disruptions, energy crises, sustainability imperatives, economic uncertainties, skill shortages, and heightened competition from digitally native businesses.

Ecosystm research finds that in Singapore:

  • 62% of organisations find it challenging to make the right business process changes required for a successful AI project.
  • When implementing AI projects, 54% of organisations are challenged by data integration issues; and 51% have difficulty managing the business process changes.
  • While 86% of organisations claim they have a data strategy that focuses on seamless access of real-time data across the organisation, 58% are still focused on building a central data repository despite the emergence of data fabrics.

We invite you to join this Digital Leaders Roundtable to share and discuss best practices that can support your organisation’s evolving priorities and futureproof your Data & AI strategy. The session will help you position your business as an intelligent, data-driven enterprise, well-equipped to navigate today’s volatile business environment.The Digital Leaders Roundtable will address:

  • How a data governance policy can foster a data-driven business culture, enabling responsible data use and unlocking data value.
  • The role of a robust AI platform to mitigate challenges through efficient data collection and verification, accurate forecasting, scenario modeling, and automation.
  • How a data fabric can connect business functions through an agile digital infrastructure layer, facilitating seamless collaboration and optimisation of processes.
  • Assessing the readiness of organisations’ current data strategies for emerging trends such as ESG reporting and sustainability measures, enabling proactive adaptation and compliance.

By participating in this Digital Leaders Roundtable, you will gain invaluable insights, forge meaningful connections with fellow industry leaders, and discover strategies for building AI-capable, data-driven, and agile businesses. We believe your unique expertise and perspective would greatly enrich the discussions and contribute to the overall success of this event.

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Leaders Roundtable: Futureproofing Your Investments For A Digital Era

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Leaders Roundtable: Futureproofing Your Investments for a Digital Era

The as-a-service, consumption-based model has proven use cases in many facets of our daily lives – whether it’s cars we drive, our vacation accommodations, or even the offices we work in.

When it comes to technology, the as-a-service model offered by cloud infrastructure and solutions has already demonstrated its benefits. Organisations today want to pay for their compute and storage requirements as they use them, rather than invest in owning them.

However, businesses are discovering that public cloud is not the answer to every infrastructure need. The costs of moving data, the latency of edge services, sunk investments in local data centres, data residency requirements and the evolving capabilities of hybrid cloud management platforms have allowed businesses to reconsider their approach to cloud. Organisations that implement a hybrid cloud strategy enjoy the traditional benefits of cloud and are able to also integrate multiple applications and computing environments.

Ecosystm research finds that, in Singapore:

  • 53% of organisations want the flexibility of running individual workloads on the cloud environment of their choice
  • 56% of organisations are challenged by security concerns when shifting infrastructure to public cloud; 46% have application performance concerns
  • 70% of organisations choose a hybrid option to leverage existing data centre investments

We invite you to join me at our Leaders RoundTable where we will host a discussion on the role of your technology teams to enable new customer and employee experiences; and how an as-a-service approach to infrastructure procurement and management can have positive impact on your business, IT teams and financial performance.

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The Future of the Digital Enterprise – Southeast Asia

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Southeast Asia has evolved into an innovation hub with Singapore at the centre. The entrepreneurial and startup ecosystem has grown significantly across the region – for example, Indonesia now has the 5th largest number of startups in the world.  

Organisations in the region are demonstrating a strong desire for tech-led innovation, innovation in experience delivery, and in evolving their business models to bring innovative products and services to market.    

Here are 5 insights on the patterns of technology adoption in Southeast Asia, based on the findings of the Ecosystm Digital Enterprise Study, 2022.

  • Data and AI investments are closely linked to business outcomes. There is a clear alignment between technology and business.
  • Technology teams want better control of their infrastructure. Technology modernisation also focuses on data centre consolidation and cloud strategy
  • Organisations are opting for a hybrid multicloud approach. They are not necessarily doing away with a ‘cloud first’ approach – but they have become more agnostic to where data is hosted.
  • Cybersecurity underpins tech investments. Many organisations in the region do not have the maturity to handle the evolving threat landscape – and they are aware of it. 
  • Sustainability is an emerging focus area. While more effort needs to go in to formalise these initiatives, organisations are responding to market drivers.

More insights into the Southeast Asia tech market below.

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Click here to download The Future of the Digital Enterprise – Southeast Asia as a PDF

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Leaders Roundtable: Building a Secure, Digital-First Organisation

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Leaders Roundtable: Building a Secure, Digital-First Organisation

Digital transformation has been a key company objective over the last two years with organisations aiming to be agile and digital – with access to real-time data insights at their core.

Businesses have learned that their technology systems need to be scalable, accessible, easy to manage, fast to deploy, cost effective – and above all else, secure.

The focus is on enabling seamless access to all organisational data, irrespective of where they are generated (enterprise systems, IoT devices or AI solutions) and where they are stored (public cloud, on-premises, Edge, or co-location facilities). Hybrid cloud strategies are gaining popularity as organisations no longer want to be limited by the location of their data, workloads and applications.

As companies move more resources to the cloud, increase IoT usage, and employees increasingly work remotely, a new approach to cybersecurity is required. As business logic moves from back-office application servers to remote locations and devices, they need better control over their data assets – both at rest and in transit – across dispersed locations and a much larger attack surface.

Ecosystm research finds that in Singapore:

  • 56% of cybersecurity decision-makers think that a data breach is inevitable
  • 49% of organisations will focus on data security in 2022-23 – making it their leading cyber priority
  • 44% of organisations suffer from a lack of data governance and internal policy

In the current scenario, how do cybersecurity leaders ensure that sensitive data does not fall into the wrong hands; organizations have full visibility over their data assets; and have the freedom to store and run workloads wherever desired to maximize performance, flexibility, and cost.

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