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AI in enterprise

Generative AI for the Enterprise: A CHRO, CTO, CIO Walk into a Blog

The advent of Generative AI is reshaping traditional practices in every facet of enterprises. In an attempt to give you a closer look at how various department heads are utilizing Generative AI for the enterprise, we had thoughtful conversations with a CHRO, CIO, and CTO. We explored the profound impact of Generative AI on HR processes, the disruptions and challenges faced during digital transformation in IT service delivery, and the diverse ways AI is revolutionizing innovation, operational excellence, and employee experience within businesses.

Generative AI in HR Management

The landscape of Human Resources is evolving, and at the forefront of this transformation is Generative AI. In a candid conversation with Angela Montoya, the CHRO of Etihad Airlines, we explored the immense opportunities and challenges that come with implementing Generative AI in HR management.

Opportunities and enhancements in HR processes

The enthusiasm in Angela’s response to the potential of Generative AI for the enterprise is palpable. According to her, this technology holds transformative power across the entire employee lifecycle. It begins with the crucial aspect of attraction—how can organizations effectively lure candidates for specific positions? Angela contends that AI can provide a meticulous analysis of the effectiveness of recruitment channels. “Are we being effective with the channels we are using?” she queries, emphasizing the need for a strategic evaluation.

One of the game-changing potentials lies in the realm of personalized communication. While existing systems may offer a binary ‘you’re selected’ or ‘you’re not selected,’ Angela sees Generative AI as a tool to introduce nuance. It can craft personalized messages, suggesting alternative positions for candidates who may not be an exact fit for the current role—an innovation that could significantly enhance the candidate experience.

Angela’s vision extends to the onboarding process, a critical phase, especially in an era where remote hiring is prevalent. She envisions AI-driven solutions, such as bots, guiding new employees before they physically join the organization. These tools could streamline onboarding, provide recommendations, explain company workings, and efficiently manage checklists.

As the conversation unfolds, Angela paints a broader picture of how Generative AI can revolutionize talent management. From identifying high-performers to predicting attrition, she sees AI as a powerful ally. 

In Angela’s eyes, the potential of Generative AI for the enterprise is vast, and Etihad Airlines is strategically poised to harness it. The organization is committed to deploying these tools in the near future, aligning with the realization that the synergy between human intuition and AI capabilities can reshape HR practices.

Challenges faced and overcome during the adoption of Generative AI

While the promise of Generative AI is tantalizing, Angela is candid about the significant hurdle faced by Etihad Airlines—data quality. In a departure from the often-cited resistance to change, she identifies data quality as the linchpin. The simple truth resonates: if you feed AI tools with subpar data, the outputs will inevitably be subpar.

Etihad’s challenge is not uncommon. Angela acknowledges that, due to other pressing priorities, the organization has not yet been able to focus extensively on elevating data quality. This poses a substantial obstacle as Generative AI tools rely heavily on the quality of the data they ingest.

In addressing this challenge, Angela sees it as an ongoing journey for Etihad. Her team has initiated actions to enhance data quality, recognizing it as the foundational element for any successful AI implementation. Her advice to other organizations contemplating AI investments is unequivocal—prioritize data quality. Whether through internal efforts or external tools, organizations should ensure that their data is of the utmost quality to extract maximum value from any Generative AI tool they acquire.

Digital Transformation in IT Service Delivery

In the world of IT service delivery, the pace of digital transformation is nothing short of a whirlwind. To unravel the nuances of this transformative journey, we turn to Gaurav Sharda, the CTO of Beacon Mobility, whose insights shed light on the disruptions, challenges faced, and strategies employed to navigate the evolving landscape.

How digital transformation has disrupted IT service delivery

According to Gaurav Sharda, the advent of cloud solutions and IoT devices has challenged IT service delivery teams to adapt swiftly. The key is to enhance the skills of these teams to navigate hybrid systems effortlessly, which include both traditional and cloud environments. 

Rapid and efficient IT service delivery has become a benchmark, with businesses expecting outcomes in a matter of weeks rather than months. This shift aligns with the implementation of agile methodologies and DevOps practices to ensure a streamlined and automated pipeline.

Gaurav underlines the imperative of aligning with the dynamic nature of businesses. The IT delivery model must be agile enough to keep pace with rapidly changing business needs. The challenge lies in ensuring that solutions developed today remain relevant six months down the line.

As the digital boom amplifies, Gaurav points out the inevitable concern—cybersecurity. With increased digital touchpoints, the risk of potential cyberattacks expands. The strategy here is not reactive but proactive. Monitoring tools and robust cybersecurity practices are essential to stay ahead of potential threats.

Lastly, Gaurav stresses that amidst all these changes, the ultimate winner is the user. The focus has shifted from merely delivering functionality to ensuring a seamless and enjoyable user experience. It’s not just about meeting expectations; it’s about creating an experience that users now consider a standard.

Challenges faced and strategies employed for overcoming them

Gaurav candidly discusses the challenges encountered during Beacon Mobility’s digital transformation. One of the monumental shifts has been the move from manual, paper-and-pen processes to foundational technologies. This shift, while essential for creating streamlined processes, posed a considerable challenge. People are resistant to change, even if it promises a better future.

The CTO emphasizes the critical role of change management. Beacon Mobility embraced a strategy where frontline employees and operational leaders were not just informed but actively involved from the inception of the transformation journey. The organization cultivated a culture where failures were not feared but embraced as part of the continuous improvement mindset.

Gaurav’s mantra for successful digital transformation is clear—never underestimate the importance of change management. Involve the end-users from the beginning, build trust, and communicate a continuous improvement mindset. Beacon Mobility’s results speak volumes, demonstrating that the key to navigating change lies in collaboration and a shared commitment to a journey of improvement.

Impact of AI on Business Areas

With AI integration and adoption on the rise, Syngenta Group, a global player in agricultural science, provides profound insights into the diverse impact of Generative AI on their enterprise. Firoz, the CIO and Chief Digital Officer, and Roland, Head of Corporate IT, share their perspectives on how AI is revolutionizing innovation, operational excellence, and employee experience within Syngenta.

Generative AI’s impact on core business

Firoz, with a visionary outlook, outlines the pivotal role AI plays in catalyzing innovation within Syngenta. The application of AI in chemistry and genetics research opens avenues for discovering new active ingredients, propelling the creation of differentiated products and services for farmers. This innovation is not confined to the lab but extends into the commercial field, reshaping research cycles and transforming how products enter the market.

Moving from the lab to the field, Roland emphasizes the transformational power of AI in data-driven decision-making for farmers. From selecting the right seed variety based on soil and weather conditions to guiding crop care throughout the season, AI is at the core of enhancing efficiency and productivity both in the lab and in the field.

Operational excellence takes center stage for Roland, who highlights the substantial opportunities AI provides for productivity and employee experience. Automation, driven by AI, is a key strategy for operational efficiency. Machine learning applications, such as automating the handling of tickets from vendors, showcase the tangible impact of AI on driving efficiencies and saving valuable time.

The ROI of employee experience in the context of AI integration.

Roland delves into the intricate landscape of measuring the Return on Investment (ROI) of employee experience. He breaks down the assessment into two critical aspects. Firstly, extensive research supports the correlation between positive employee experiences and enhanced business outcomes. Satisfied employees are more motivated, leading to improved customer service and better overall business performance.

Taking a more pragmatic approach, Roland addresses the challenge of translating the value of improved employee experience into a tangible business case. He quantifies the impact of time saved by employees on non-value-added activities, like addressing IT problems. A minute saved today can translate into a significant productivity gain, a connection often challenging to establish in traditional cost centers.

In essence, Syngenta Group is not merely embracing AI; it is leveraging its potential to innovate, enhance operational efficiency, and transform the employee experience. 

Generative AI for the enterprise: Challenges of a CHRO, CTO, CIO

The sea of opportunities and challenges unveiled through these discussions highlights the transformative potential of Generative AI for the enterprise. Through insightful conversations with industry leaders like Angela Montoya, Gaurav Sharda, Firoz, and Roland, we’ve gleaned a nuanced understanding of how these technologies are reshaping the landscapes they touch.

If there’s one thing that is clear—Generative AI and its counterparts are not just tools; they are catalysts for change. As organizations navigate the challenges that come with innovation, embracing the opportunities presented by Generative AI for the enterprise with a human-centric approach will undoubtedly define the success of their transformative journeys. The future is not about man versus machine but a harmonious collaboration where the strengths of both converge for unprecedented outcomes. 

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Bhuvi Kathpalia, author, Leena AI
Bhuvi Kathpalia

A writer at heart, Bhuvi is a content marketing manager at Leena AI. She's helped various brands find their voice through insightful thought pieces and engaging content. When not scandalizing people with her stories, you’ll find her challenging gender norms, dancing to her own tune, and crusading through life, laughing.

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