Agreena now has two methodologies validated to the highest levels for their respective use cases

Agreena, the company powering the global transition to regenerative agriculture, has achieved validation of its Scope 3 Project from SustainCERT, the independent validation and verification body recognised for its role in ensuring transparency and credibility in climate accounting.

This news comes as corporates face mounting pressure to disclose verified Scope 3 emissions under the Science Based Targets initiative (SBTi), the EU Corporate Sustainability Reporting Directive (CSRD), and upcoming US SEC climate disclosure rules. Agreena’s SustainCERT validation for its on-farm regenerative interventions is the first step toward verification into Verified Impact Units (VIUs). Once issued, VIUs will give companies a traceable, auditable way to account for investments in decarbonising their agricultural supply chains — typically the largest contributor to total Scope 3 emissions — while enabling co-claiming across the value chain.

The announcement follows the Agreena Carbon Project’s Verra Verified Carbon Standard (VCS) verification in September, which issued 2.3 million carbon credits across 1.6 million hectares of regeneratively farmed land. SustainCERT validation builds on this integrity, focusing on Scope 3 reporting and enabling core safeguards such as tracking Impact Units and Proof of Sourcing.

The validation helps companies mitigate risks like double counting and freeriding, supports multiple types of farm partnerships — whether companies source directly from those fields or engage through wider value-chain collaborations — and drives collaboration across the value chain through co-financing and co-claiming arrangements, ensuring exclusivity and confidence in reported data.

Simon Haldrup, CEO and Co-founder and CEO of Agreena, commented: “SustainCERT validation reinforces Agreena’s role as the bridge between corporate ambition and farmer action. For companies with agricultural crops in their value chains, this milestone unlocks a way to collaborate directly with farmers and suppliers to transition to more sustainable practices, reduce emissions, and verify increases in soil carbon. By enabling verified impact to be transferred along the value chain with integrity, we’re helping build a more transparent and collaborative model for agricultural decarbonisation.”

SustainCERT’s validation assessed the Agreena methodology, data model, and monitoring, reporting and verification (MRV) framework – confirming alignment with recognised international best practices and the globally adopted Verra VM0042 methodology. This ensures that each Impact Unit carries a comparable level of credibility and assurance to a Verra-issued carbon credit.

“The Agreena S3 Project supports farmers across Hungary, Romania, Poland, Spain and the UK in adopting regenerative agriculture practices to reduce emissions and increase soil carbon. Methodology VM0042 is used to measure GHG reductions and removals. We concluded that the design of the Agreena S3 project meets the SustainCERT Verification requirements for Value Chain Interventions,” added Marion Verles, CEO of SustainCERT.

  • Sustainability

The London Excel is hosting five unmissable events on the 12th and 13th of November 2025. Find out more here.

Big things are happening on the 12th and 13th of November 2025, at London’s Excel. With five supply chain events all occurring at once, the Excel is sure to be abuzz with shared ideas and excitement for the future of the sector. The five events hitting London are:

  • White Label World Expo
  • Retail Supply Chain + Logistics Expo
  • Smart Retail Tech Show
  • E-Commerce, Packaging and Labelling Expo
  • The Business Show

Read on to find more about these events, and how you can get your tickets.

White Label World Expo

Anybody looking to connect with the top white and private label manufacturers in the world should make their way to the White Label World Expo 2025. A whopping 16,000+ attendees come to this event to meet with 50 exhibitors and hear from over 150 experts. Organisations of all shapes and sizes, from startups to Amazon sellers, flood to White Label World Expo to get a better idea of the landscape, with a particular focus on:

  • Home and kitchen (which is the most sought-after category among sellers on Amazon)
  • Health and personal care (the third-fastest growing e-commerce sales category this year)
  • Food and drink
  • Pet supplies (one of the most successful categories on Amazon)
  • Clothing, shoes, and jewellery
  • Toys and games
  • Tech and electronics
  • CBD and vape
  • Office supplies

…and more.

The event also celebrates some of its exhibitors with its own awards show, celebrating the most innovative and best products in online retail.

Grab your tickets for the London show here

Retail Supply Chain & Logistics Expo

Innovation and efficiency collide at the Retail Supply Chain + Logistics expo. This is an event where attendees come face-to-face with industry leaders and experts, unlocking access to the best guidance for improving and streamlining logistics, becoming more efficient, and boosting customer satisfaction.

As the logistics landscape evolves, supply chain professionals need to keep on top of the latest in groundbreaking transport technologies and innovations, all the way to warehouse automation, in order to be equipped for the future. That’s what this event is for. 

With 200+ exhibitors, over 50 seminars across the two days, and more than 5,000 visitors, the Retail Supply Chain & Logistics Expo is a must-attend for supply chain professionals all over the world.

Bag your tickets for the London show here

Smart Retail Tech Expo

Technology is an extremely fast-paced market, and the Smart Retail Tech Expo enables 3,000+ retail professionals to find out what’s the next big thing on the market, and how best to move forward to remain competitive.

Join in the event to witness demonstrations of the newest tech on the market, interact with peers, and learn from experts. The innovative exhibitors will be showcasing ways to improve operations, enhance the customer experience, drive growth, and enhance safety. 

The Smart Retail Tech Expo is for key decision-makers across independent retailers and global chains alike. This is where retail innovation happens. 

Get tickets for the London event here

E-commerce, Packaging & Labelling Expo

The E-commerce, Packaging & Labelling Expo shines a spotlight on the latest in sustainable packaging solutions, trends, and innovations. Over 3,000 visitors are expected to join in and learn more about this rapidly-evolving market.

The event will showcase:

  • More eco-friendly packaging materials
  • Innovative labelling technologies
  • New fulfillment solutions
  • Waste reduction strategies
  • Boosting the customer experience

…and more. 

This event is all about supporting sustainable growth in a rapidly-evolving, increasingly complex market.

To get tickets for the E-commerce, Packaging and Labelling Expo in London, click here

The London Business Show

The Excel hosts the world’s largest business in November. The award-winning London Business Show brings together over 25,000 attendees, who flood in to find the support and resources they need to improve and scale their businesses.

Visitors will gather advice from experts and peers alike across the two-day event. With over 200 seminars and 500 exhibitors, there’s loads to see and learn about. The event includes:

  • Speed networking: Quick-fire networking sessions to allow you to connect with fellow professionals.
  • Industry-leading exhibitors: Exhibitors will be showcasing their latest products and services.
  • Masterclasses: Experts are on hand to offer mentorship and in-depth advice.

Want to propel your business to the next level? That’s what the London Business Show is all about.

Get your tickets here

The proof, as they say, is in the pudding – and the evidence of TealBook’s increasingly-successful evolution lies in its client relationships

We talked endlessly about data and AI at DPW New York 2025. A universal truth is that the successful implementation of AI requires clean data; it doesn’t have to be perfect, but businesses certainly need to have a decent handle on their data before adopting AI tools successfully. 

To help make this a reality, North American data and software company TealBook has recently announced a legal entity-based data model. It’s designed to resolve supplier records to the correct legal entities, map parent-child relationships, and enrich profiles with verifiable attributes, enabling accurate supplier data to flow seamlessly into procurement systems and AI applications. “This is part of a 12-year journey for TealBook,” says Stephany Lapierre, the company’s Founder and CEO. “Our vision has always been to build a way to enable procurement organisations to have high quality data with a lot of integrity, in order to give them the trust they need to put data directly into their systems. 

“Twelve years ago, we underestimated the complexity of getting large enterprises to trust a third-party data solution. As part of our journey, we started using AI early on to find information where it exists on supplier websites and databases, and start creating digital profiles in a structured way for procurement to access it, match it to their vendor master, and use it.”

TealBook’s evolution

But, again, at the beginning, TealBook couldn’t be sure whether the data was high enough quality. In 2017, the company was primarily known as a supplier discovery application, positioned as a pre-sourcing engine to help procurement teams identify alternative suppliers. At the time, TealBook’s data and models enabled it to determine which companies were similar to others, allowing users to search and find comparable suppliers to expand their sourcing options.

“But that was just a way for us to deliver something that was underserved in the market,” Lapierre continues. “Then our customers started asking for certificates, which are hard to collect and match. They needed cleaner data. They felt they were under-reporting. So in 2018, we started to see whether our technology could refine the data more, and focused on certificates and supplier diversity. We collected great use cases along this journey, and the vision never wavered.

“Just last year we released a new technology – completely different, really sophisticated – allowing us to pull from a lot more data sources, and we have provenance so our customers can actually verify where the data’s coming from. We can match it to vendor masters. And now, we also have this new model that includes 230 million verifiable global legal entities from across 145 countries’ registries. We marry this with global parent and child hierarchy, which is really hard for our customers to match themselves.”

Partnership with Kraft Heinz

Now, after 12 years of that vision, TealBook is deeply proud of what it’s achieved. Part of its ability to get to this point is due to early adoption from key customers. Kraft Heinz is a business which Lapierre describes as a “co-innovation partner”, and has been invaluable in helping TealBook achieve its recent goals.

From the perspective of Stefanie Fink, Head of Global Data and Digital Procurement at Kraft Heinz, the partnership has been an immediately valuable one. “It really started with having a visionary, like-minded relationship,” she says. “That’s an important piece of it, because my vision for procurement is that we are partners in our enterprise. 

“In order for us to do our jobs, we have to bring in the right data for use. This is where Stephany’s partnership and vision really resonated. We were really looking for diversity and we could make things easier for our partners, while making sure we had the right people in our ecosystem. We also had to lift up the hood and see what was underneath everything we’ve got. Stephany brought our vision to life. TealBook has evolved too, as we’ve seen; it’s more about orchestration and software-as-a-service. It has been a partnership of need and we cannot continue to do other things without this kind of partnership around data.”

When initially dabbling with this relationship, Fink was clear that Kraft Heinz had no desire to be taking care of more stuff. What she wanted from TealBook was a strong focus on good quality data. After last year’s product release from TealBook, Kraft Heinz already saw its data enriched by 25%. The recently-announced new data model gives the business and TealBook’s other customers the right structure tied to a legal entity, which is a highly credible anchor. “We’re able to do entity resolution – all automated – remove all the duplicates, and then you start with a clean, digitised vendor master,” says Lapierre. “That’s what brings further enrichment.”

The challenge of assessing data quality

Assessing its data before involving TealBook was important for Kraft Heinz, but challenging for such a large organisation. “We had to fail first and fail fast,” says Fink. “We tried some AI around fixing things early, but that didn’t work for us. It was a real eye-opener, realising where this next evolution could take us regarding focusing on AI and agents for the right things, not the meaningless things. Before, we were asking agents to tell us if things were duplicates, when we should have been asking: what do these suppliers offer? Where is the innovation? Where is the value?”

What surprised Fink most when looking under Kraft Heinz’s hood was the lack of attention that was being paid to what the business was doing. “It was amazing that nobody had questioned it sooner,” she says. “So I said, let’s take this as a crawl, walk, run approach, and I have a wonderful CPO who really understands where we want procurement to go as a function. She was excited about us just getting it done and getting people involved, and that’s what it takes: real pride in ownership of the data.”

Getting engrossed in GenAI

True partnership and an all-in approach has enabled Kraft Heinz to work successfully with AI – something some businesses are struggling with as the conversation around artificial intelligence grows louder. For Lapierre, as the CEO of a tech company, adopting AI successfully has meant trying and failing and being fully entrenched in AI as it has evolved.

“We’ve been using AI in our technology since 2016,” she states. “We’re an early adopter. We’d be talking about scraping data, and data in the cloud, and AI models, and our customers’ pupils would widen in surprise. We’ve come a long way and the market has come a long way. 

“The technology we deliver today wouldn’t be possible without the AI tools now at our disposal. We used to build models; we don’t do that anymore. We spend a lot of time investing in engineers to build and test models, and that’s made us so much more efficient. I use GenAI every day for so many things now, and I’m encouraging my team to be so involved in AI. That’s how you build expertise, and you need really strong expertise to use GenAI well. 

“Getting good with AI is about taking risks and having a leadership team that pushes for new things, and suddenly the successful use of AI becomes a habit.”

The march towards agentic AI can be a daunting thing, but it’s important to get over that fear in order to make strides

A common question when discussing AI is ‘where do humans fit in?’. The fear of technological advancements stealing our jobs is an old one, but the conclusion is always the same and always true: there will never be a time when human judgement and teamwork isn’t required.

At DPW New York 2025, we sat down with Rinus Strydom, Chief Revenue Officer at Pactum AI, and Steven Velte, Executive Director Procurement Transformation at Honeywell – a customer of Pactum AI – to discuss AI’s evolution and the human connection. As AI develops, for Strydom, Pactum’s focus is on agentic, rather than generative. There’s a key difference there, especially for initial adoption at large enterprises. 

“A lot of enterprises feel a little bit afraid, because generative AI can go a little off the rails,” he explains. “But when you put agents to work, they’re always within the rails that are defined by the customers. Once we get over that hurdle and can make clients see that they can take their procurement operating model and have it just run at scale with agents, rather than being afraid that their image will get tarnished, AI can be put to work much faster.”

Putting AI to work

When it comes to strategies procurement leaders can adopt to make AI work for them, it’s a major discussion point for Strydom and Velte. As a customer, it’s important for Honeywell to feel like its work with Pactum AI is a collaboration; it’s part of what makes its strides into AI work successfully. “This collaboration goes deeper than what we’ve typically had in the past,” says Velte. 

“When we go through organisational changes, we need a true partner, And when that partner gets into the elevator with you, they don’t just push the button with you – they go up to the next floor with you and sit at the table to talk about what’s happening. So a barrier to AI adoption is not having that deep collaboration and partnership.” 

“I think another thing leaders can do today is really help with that psychological change management to make it feel like a safe thing,” Strydom adds. Mindset shift is such a vital part of this change, especially when it comes to successful collaboration. “It’s important to embrace agentic AI, to encourage people to become managers of agents and not run away or become fearful.”

Identifying the opportunities

The true benefits of AI are now beginning to present themselves, as people increasingly embrace AI. For Velte, businesses have to get going with their AI plans in order to realise where the real opportunities lie. “I can make a business case with tons of ROI, potential productivity gains, revenue uplift, bottom line, profit line – all of that. But the real benefits that come from AI are those hidden benefits we don’t realise. When you start looking at it, there’s a common theme of saving time, and time becomes the real benefit. Unlocking better use of time gives you more potential to work on other creative aspects of the business.”

For Strydom, the true value lies in achieving things that used to be extremely difficult to achieve. Pactum AI’s customer base is broadly looking at 10X ROI, which, now, is easily done thanks to the use of AI agents. Agents also allow procurement teams to scale extremely fast, which is something that has, historically, been hard-won. 

“For example, if you need to change payment terms across your entire supply base, you can do that with thousands of agents in parallel. You could never do that before. It gives you the agility to react to global macro risk issues, like tariffs.”

Start now; perfection comes later

One of the loudest topics of conversation at DPW New York 2025 was data quality and the challenge of cleaning that data up. It’s a huge topic, and a daunting one. Many businesses fall into the trap of thinking their data has to be perfect before they can get fully involved with AI, but the conclusion many procurement leaders are coming to is that getting started is more important than perfection.

“Data quality is always the holy grail going forward,” says Velte. “Everyone’s going to look for it, and try to attain it. When you start implementing within an AI framework, you just need to go in there and know that you’re going to constantly evolve in a good way, thanks to the agents, AI programs, and initiatives. They’re going to uncover and unlock a lot of data and inconsistencies that you have. You won’t get there unless you start looking into them as an opportunity area. Data perfection is not the way to go; it’s about getting in there, starting to look at the opportunities, and being willing to be creative, disruptive, and innovating quickly.

“There’s never going to be a time when everything is 100% correct and accurate, because data is always evolving,” adds Strydom. “Start now. The data can be enriched over time with the agents’ help.” 

Maximum savings, maximum momentum

Pactum is using AI specifically to enable it to be a strategic advisor for customers like Honeywell. The use cases coming out are very new, and changing fast. What Strydom and his team want is to be able to guide customers on the right strategies for them, how to get maximum savings, and maximum momentum. As this landscape becomes more complex, human intervention and guidance is more important than ever, which links back to the topic of mindset and change management. 

There’s been a lot of debate within Pactum AI as to how the business embraces this. “From a marketing perspective, too, there’s the question of whether we should make our agents look human,” says Strydom. “Actually, what we’re seeing is that suppliers actually enjoy interfacing with a bot. Walmart, one of our customers, did a survey where they found that 85% of their suppliers actually prefer to negotiate with Pactum than with a human. It’s more efficient, fair, and unbiased.”

Speaking of humans, shortage of talent has been a talking point within procurement for some time. That was, until advanced tech became more widely adopted, and bringing in procurement experts became less important than bringing in technology experts who are willing to learn. With the advent of agentic AI, according to Strydom, procurement leaders are now acting as managers of agents.

“All the analyst surveys say that procurement organisations are being asked to do more with less every year,” he says. “So the type of talent is definitely transforming. What we see is that the procurement organisations of the future are much more strategic. They’re focusing on creating strategy and procurement policies and procedures, and then having the agents actually go out and do the menial day-to-day work – entering things into ERP, turning requisitions into purchase orders, onboarding suppliers, and so on. All of that can now be done very quickly and efficiently by agents. This really elevates the role, and allows procurement to become a partner to the business.”

Velte adds: “When you talk about talent shortage, it’s also that shift in the mindset we’re going through right now. The expertise is changing, and we want to be able to bring in talented people with that technology flare. When we look at the next generation of leaders coming out of university and college, they’re AI enabled already. They’re expecting AI to be available to them to accelerate their development, career goals, and ambitions.”

Making sense of the landscape

As DPW New York 2025 unfolded around us, the discussion inevitably turned to the ways in which DPW helps procurement make sense of the AI landscape. Pactum AI is actually a perfect example of how useful DPW is. Only four years ago, the business was a startup, and won a pitch contest at DPW Amsterdam. “That catapulted the business, and got us a lot of visibility,” says Strydom. “It’s a great place for visibility with practitioners, investors, and partners.”

Again, it comes back to people. Being able to meet them in real life, communicate face-to-face, and learn from one another. “It’s about reconnecting with a lot of our partners,” says Velte. “But it’s also about seeing what is out there on the forefront that’s becoming available. It’s an amazing opportunity for us to really benchmark ourselves, while also getting a glimpse of what’s coming around the corner.”

AI is already transforming procurement, but meaningful value depends on more than just tools. At Beroe, that starts with aligning AI to real business problems

As AI continues to dominate conference stages and boardroom discussions, the pressure to use it is everywhere. As this technology becomes further embedded in enterprise strategy, many organisations are still grappling with how to apply it in a way that delivers real, measurable value.

Rather than focusing on AI for the sake of innovation, the question now is how to align new tools with real business problems. That means looking beyond dashboards and pilots to deploy AI where it can simplify decision-making and improve processes.

At Beroe, this principle is central to how AI solutions are developed, deployed, and scaled. As the company behind the world’s leading procurement intelligence platform, Beroe provides real-time market data, cost analysis, and supplier risk assessments, empowering thousands of organisations globally to streamline operations and mitigate risks. Its latest advances in autonomous negotiation, supplier discovery, and predictive analytics show what it means to align AI with business objectives.

Speaking with Prerna Dhawan, Chief Product Officer at Beroe, during this year’s DPW New York conference, the discussion explored how procurement leaders can move beyond hype and start unlocking the full potential of AI.

Misalignment with business needs

There are plenty of real-world examples of how AI can improve efficiency within a business, from automating manual tasks like invoice processing to identifying new suppliers based on complex sourcing criteria. Accessing this technology is easier than ever with a wide range of tools available to procurement professionals. It can be tempting to jump on the bandwagon and integrate AI across every area of an organisation, but success requires a more nuanced approach.

The key is to ask the right questions, Dhawan explains: “We talk about all the latest and greatest technology out there, but what does it mean in practical terms? We need to ask, ‘How can I apply it today in the work I am doing as a head of product or as a procurement professional?’”

The allure of generative AI is especially strong, but business leaders should ask whether that’s the right solution for their needs. As with any decision, it’s important to consider the business problem. “It starts with a little bit of knowledge about what you’re looking for,” says Dhawan. “What are some of your biggest challenges, and which of those challenges could AI technology solve?”

Matching the right tool to the job

Once an organisation has identified a specific problem, it’s possible to find the AI solution that fits. While generative AI gets a lot of attention, other AI technologies and machine learning based systems might be more appropriate. 

In some cases, prescriptive, rule-based, or predictive AI could be a better choice to solve a problem without the need for a large language model. For example, forecasting commodity prices doesn’t require generative AI, just strong, contextual machine learning. 

“We are looking at AI across two dimensions,” says Dhawan. “Firstly, what is our offering to customers, in terms of procurement intelligence and autonomous negotiation technology. Second, we are looking at AI internally. Let’s say in product development, how do we use the latest AI solutions to accelerate our product development cycles so we can release new modules and capabilities more quickly.”

Regardless of the type of tool chosen, it should cover a high-impact use case. Integrating AI to solve a problem that only surfaces for a small group of people a couple of times a year won’t have a great return on investment. Instead, look for regularly occurring problems that, if fixed, could have a huge impact on productivity or quality. 

Reducing the cognitive load

We’re already bombarded by information, and the use of AI to add to this doesn’t make sense. “I don’t need another dashboard in my life,” says Dhawan. 

When implemented correctly, AI can make data more accessible while reducing cognitive load for users. The result is increased productivity and faster decision-making. 

“I think the power of AI is to simplify access to data. This is why ChatGPT has been a success: it democratises access to information. That’s what our B2B technology world is waiting for. It gives me something simple that allows me to talk to my data. Then I can focus on what insights I need to make a decision or take action.”

For most B2B users, the key is intelligent simplification. Look for ways to simplify access to data through agent AI tools and conversational interfaces. This brings the focus back to action rather than dashboards.

Inside Beroe

While many procurement teams are still exploring AI’s potential, Beroe has already embedded it across both its platform and internal operations. The company, founded in 2006, provides procurement intelligence to thousands of organisations worldwide. Its platform delivers the critical data that professionals need to make informed sourcing decisions, from commodity prices and risk indicators to ESG scores and supplier intelligence.

“We provide all data that procurement needs for decision making, whether it’s cost data, risk data, ESG data or price data,” says Dhawan. “Our reimagination of the future is not just giving access to more data but creating that layer of recommendations that help you make decisions at speed and scale.”

One of the clearest examples of this in action is Beroe’s new ‘autonomous negotiations’ platform resulting from its recent acquisition of negotiation technology business, nnamu.  Delivering a significant evolution in the procurement technology landscape the platform enhances the foundational elements of AI and game theory with Beroe’s industry-leading market intelligence and, according to Dhawan, it’s being deployed successfully in live sourcing scenarios.

“This is a technology that is being used for multilateral negotiations,” Dhawan explained. “It’s no longer just a POC or prototype, it’s live and being used at scale.” These new tools reflect Beroe’s core mission: to help procurement professionals minimise surprises and maximise margins. 

Crucially, Beroe isn’t waiting for perfect data to apply these technologies. Instead, the company is using AI to work with what’s available — cleansing, interpreting, and extracting value from both structured and unstructured sources.

“You can use AI for cleansing data – even paper contracts,” Dhawan says. “Historically, we thought data had to be structured. But now, with vision models and image analytics, that’s no longer the case.”

Rather than striving for 100% accuracy before taking action, Beroe embraces a more agile mindset that balances speed and precision. 

Is mindset holding procurement back?

The technology is ready. The use cases are proven. So why do so many procurement teams still hesitate to embrace AI? “There’s this subconscious fear that I think is a barrier to adoption,” she said. “And to some extent, it’s to do with our friends in Hollywood.”

There’s the myth that AI is a job-threatening black box, especially in industries where trust and experience are the backbone of good decision-making. For procurement, where professional judgement and business context are critical, the idea of handing over tasks to AI can feel risky.

But Dhawan believes this fear is misplaced. At Beroe, AI isn’t replacing procurement professionals, it’s augmenting them. Whether it’s surfacing new suppliers, automating elements of negotiation, or flagging risks earlier in the sourcing cycle, the aim is to enhance human decision-making. She says: “I think with the new kinds of AI technology that’s available to us, it is an opportunity for us in B2B tech to embrace more human-centred design with higher focus on UX.”

Looking ahead

Looking ahead to 2026 and beyond, Dhawan sees procurement evolving into a more personalised and responsive function – one where AI plays a critical role in both strategy and execution.

“We see hyper-personalisation coming, both in supplier relationships and internal stakeholder engagement,” she explains. “AI will be at the centre of that.”

Rather than one-size-fits-all sourcing strategies, AI will enable procurement teams to tailor their approaches to specific business units, categories, or even individual suppliers. This means smarter segmentation, more relevant insights, and stronger commercial outcomes.

Another key shift is the growing ability to connect macro events, such as geopolitical shocks or regulatory changes, with micro actions inside the business. AI can help procurement teams identify these signals earlier, respond faster, and still align with long-term goals such as cost efficiency or sustainability.

“It’s about balancing your fire-fighting reactions to market events with your long term goals and strategy,” says Dhawan. “Procurement needs visibility and flexibility at the same time.”

Beroe is already moving in this direction. Alongside its growing AI capabilities, the company is refining how it delivers intelligence, building agents and recommendation layers that not only inform decisions, but also help teams take action on them. Whether that means automating routine negotiations or proactively flagging supply risks, Beroe is evolving to meet the needs of a procurement function that’s more dynamic than ever.

As Dhawan points out, the goal isn’t to overwhelm teams with more tools, it’s to make their lives easier. “It’s about reducing complexity and giving procurement professionals confidence in what to do next,” she concludes.

For many procurement leaders, AI still feels like a long-term ambition. But the solutions are already here, and through companies like Beroe, they’re already in use. The challenge now is not whether AI can deliver value. It’s whether teams are ready to adopt the mindset and cultural shift that will allow them to unlock that value.

Jonathan Jackman, Regional VP at Kinaxis, dives into how AI is reshaping supply chain planning.

Artificial intelligence (AI) is often seen as a threat to jobs, with a recent TUC poll showing half of UK adults worry that AI will take their job. When it comes to the supply chain sector, AI is shaping up to be a powerful tool that empowers planners to take on more creative, fulfilling roles. 

The prospect of AI-enabled supply chain planning is an exciting one for both professionals and businesses. Scaling operations without the need to massively increase headcount is a major selling point for any enterprise, while for professionals, the prospect of removing the repetitive, mundane and manual processes that restrict and slow effective planning is surely a promising one.  

Far from job elimination, AI is a major upgrade for supply chain workers in a number of different ways. We’re entering a new era of increasingly autonomous AI systems, which will elevate supply chain planning to new heights. So, how exactly will the day-to-day role of the planner evolve as we go further into the AI era? 

Humans still in control 

First, it’s important to dispel a myth: the supply chains of the future will not be “driverless”. Many believe that AI, and particularly agentic AI, has the potential to run supply chains on autopilot. This is far from reality: while AI can surface insights, automate tasks and even take action in a crisis, it will always need to be augmented by a human to fully interpret the nuances of the real-world. 

This human oversight is a crucial failsafe. There will be many times where AI flags potential shortages and proposes the best way to respond, but it will only ever be as good as the insights it is fed and the guidance given by human. For example, what if it is missing a crucial bit of real-time information about an upcoming election which could lead to disruptive trade challenges? While the algorithms. may be great at crunching the numbers and making recommendations, only a human planner can assess the full context surrounding a decision before deciding action. 

The future of supply chain planning isn’t AI instead of humans, it will be AI and humans. In the AI era, supply chain professionals will be the orchestrators, steering AI systems and validating recommendations with important human insights and context.  

Each planner is likely to have fleets of AI agents beneath them, acting as demand forecasters, inventory optimisers and scenario simulators – feeding information back to the supply chain professionals to empower them to make the best decisions based on the maximum amount of data analysis, all done in real time. 

Planners unleashed 

With AI handling the mundane and routine supply chain tasks, planners will be unleashed to focus on the creative, strategic elements of the job that machines simply cannot do: building relationships, working with partners, building and selling strategy, and, of course, managing AI agents. 

Consider negotiations with partners, for example, AI won’t be able to compete with a human. It will, though, supply planners with the data they need to enter those discussions armed with deeper insights than ever before, empowering them to work more effectively. 

Planners will also play a critical role in shaping the very AI tools they use – training models, curating data, and ensuring outputs reflect reality. Over time, this human feedback loop will make the technology even more valuable.     

One key evolutionary step we are starting to see is the emergence of Autonomous Concurrent Orchestration. Currently, many vendors focus on agents automating existing siloed processes, but in the future, we will see more agents that synchronise planning decisions across functions – procurement, logistics, manufacturing – in real time. Agent-to-agent communication will break down silos and speed up problem solving and decision making, easing the burden on supply chain professionals. 

Augmenting, not replacing 

Perhaps artificial intelligence is the wrong phrase when it comes to supply chains Instead, the industry should be discussing augmented intelligence, where machines unlock insights and real-time decision making that simply wasn’t possible when tasks relied on manual processes.   

For planners, the AI era promises exciting change: embracing new tools and evolving alongside this technology is not only good for business, but good for the careers of supply chain professionals. 

  • AI in Supply Chain

From automating decisions to redefining procurement talent, AlixPartners lays out why risk-takers lead the way.

The use of artificial intelligence (AI) in procurement is gaining traction with many organisations already looking at how the technology can improve processes. However, there’s scope to go beyond efficiency and instead focus on transforming value delivery. 

At DPW New York, we spoke to Amit Mahajan and Aaron Addicoat from AlixPartners, a management consultancy firm doing things a little differently. The organisation is advising its clients on how to implement AI to drive value, but it’s also using AI internally, too. 

“AlixPartners has a unique business model,” explains Addicoat. “We have a very senior model, very few junior resources. So now you imagine taking people with 10 or 15 years experience and now you equip them with AI… For us, it’s a huge unlock.”

This is about more than just productivity gains. AlixPartners focuses on using AI to transform the way procurement teams work, while crucially, maintaining the human touch.

How procurement professionals are using AI

With the support of technology, it’s possible to shift procurement from a cost-saving exercise to a potential revenue driver. Procurement teams are already looking for these opportunities, as Mahajan explains. “They’re starting to think about new ways of doing things,” he says. “It’s not just automation, but asking how do I leapfrog and do something differently?”

There are plenty of use cases where AI is helping with automation. This is a great place to start as it frees up human workers to do more valuable jobs that need a personal touch. “I have a client who’s using AI every day,” says Addicoat. “This allows them to review documents and contracts rapidly, to find key clauses and termination dates. They’re also using it in spend control processes to identify which things need to be reviewed more thoroughly.”

Many organisations are also using AI agentically to create their own bots. This gives teams a more accessible way to review information. “One example is a client who’s using AI for their business to help with acronyms,” says Addicoat. “They built it as an acronym tool to help break down the language barrier between different functions using different terms. This led to better engagement.”

This empowers employees across an organisation to be more autonomous while still getting the full picture. Agentic AI, especially, allows them to interact with information in a way that previously would’ve required specialist technical knowledge. Now, it’s possible to query information within a contract directly. 

“It’s about using agents and AI to look at anomalies within your procurement contracts,” explains Mahajan, “and be able to help the category analysts, the category specialists, and others to get more of those insights.”

While generative AI might be a hot topic, it’s not the only way to use the technology. In combining several sources of data and using AI to spot trends, it’s possible to create workflows tailored to the current environment. Addicoat explains: “We take a series of data inputs, such as weather patterns, lead times, contractual terms, inventory, and forecast. Then the AI generates the purchase order, queues it for review, and upon approval, places the order.”

This can help an organisation to place orders with the right supplier in the most timely fashion to avoid delays, and optimise for cost, for example. This fully automates the end-to-end process, using AI to interpret those important data signals.

While this is useful for procurement teams, it’s only the start. “Using AI in this way is really cool,” says Addicoat, “but what I found most fascinating is that you’re building a data model, and with AI layered into it, that over time can tell you how to optimise itself.”

This has huge implications for procurement teams looking to save money and drive revenue. “For example, it could tell us the commodity price at a certain point in time was low,” says Addicoat, “but because inventory capacity to hold resin was maxed out the client could only buy so much at that low price. So now investing in a new storage unit at a cost of a few hundred thousand dollars could, under the same scenario in the future, save millions of dollars..Data quality challenges

A roadblock that can stop procurement teams from fully embracing AI is a lack of quality data. With so many sources of information, often including paper-based documents, some might think it’s difficult to get the data AI needs to be truly useful.

“Don’t wait for everything to be perfect before you get started,” says Addicoat. 

This is a sentiment echoed by Mahajan: “Use AI to solve your data problem before solving your business problems.”

This requires a mindset shift. While AI can help cleanse, enrich, and structure existing unstructured data, it’s important to take the right approach. Shift from asking ‘what can we do with our data?’ to ‘what value do we need to create?’ and work backwards from there.

With this approach, the questions are less about the data and more about the business problem. This then allows you to use AI to work with the information you have to help answer those questions.

“Start with the value proposition in mind and work backwards,” explains Addicoat. “You can get data from anywhere — it has to serve a purpose.”

Bringing back the human touch

AI can free up procurement teams to focus on tasks that need more nuance and expertise. Using technology to automate workflows and make information more accessible has a huge impact on employee productivity. “It’s fundamentally transforming the way they work, the amount of work they can do, and the type of work they’re able to do,” says Addicoat.

There’s always the worry that with any new technology, the human element will be forgotten. “With every new advancement that comes in,” says Mahajan, “whether that was a steam engine or when computers came along, everybody wondered what they were going to do. But as humans, we always find ways to start doing higher-level work.”

This means that many professionals will find new ways of doing things. “Imagine all the mundane tasks you have to do in your daily job now,” Addicoat continues. “With these new ways of working, imagine the speed with which you can turn an idea into something real. All that time you free up allows you to go talk to people and build relationships that mean something.”

On the other side of things, the sheer volume of AI-generated content out there is going to drive people towards those more meaningful interactions. “You don’t know what to trust and what to believe anymore,” Addicoat says. “That’s going to lead to a resurgence in face-to-face content, being at the office, and being at events.”

AI’s impact on procurement talent

The talent landscape is changing. With technology playing a larger part than ever before, organisations don’t just need procurement professionals, they need adaptable, tech-savvy people. The nature of the job means that those in procurement need a wide range of skills. 

“We do everything,” says Addicoat, “legal, operations, supply chain, negotiation, analytics. Procurement professionals are generalists.” 

Tech plays into every element of that skillset, which means tech skills are becoming even more important for candidates applying for procurement roles. “Nobody goes to college thinking they’ll be a procurement professional,” says Mahajan, “but with AI and tech, that’s changing.”

With procurement often seen as a proving ground for leadership, embedding these tech-minded generalists could have a huge impact on the future. “We have a shortage of talent,” explains Addicoat. “But with more and more CEOs and COOs coming from procurement, that speaks volumes to what procurement does and the value it brings, as well as what the future holds.”

At AlixPartners, the passion for procurement is very clear with Addicoat saying: “There are only two kinds of people in the world: those who love procurement and those who don’t know it yet.”

Change is coming

With AI of all forms steadily gaining traction, procurement could change dramatically in the coming years. It’s the organisations that are willing to take risks and embrace change that will come out on top.

“AI has the potential to disrupt the whole management consulting world,” says Mahajan. “Firms focused on transformation will thrive.” 

With AI’s capabilities increasing rapidly, it’s difficult to predict what comes next. However, adaptability is key. “Hold onto your hat. In a year and a half, the world’s going to look very different,” concludes Addicoat.

We sat down with Abe Eshkenazi, CEO of ASCM, to dig into the organisation’s focus points, and how CHAINge is addressing supply chain’s needs

Tell me a bit about your background, and how you got into supply chain.

Early in my career, I spent quite a bit of time in operations and materials management. We didn’t call it supply chain back in the day – it went by a number of different terms. Not surprisingly, given my role within ASCM, I worked closely with supply chain professionals, not only to elevate the role of the supply chain professional, but to understand the impact that supply chain has on business and society. 

At ASCM, we’re focused on not only supporting that competent, capable individual, but ensuring that organisations are responsible in terms of using supply chain to really enable consumers and patients to get what they need at a reasonable price and reasonable time. This is what supply chain is about. My background combines that business management education and deep engagement with supply chain professionals. This gives me a strong appreciation for not only their challenges, but the opportunities the field faces today.

Tell me about the planning for CHAINge NA this year. What were you looking to achieve when putting ideas together?

Today, supply chain professionals are trying to balance efficiency with geographic diversity and political resilience. They’re trying to put those things together and identify what would make an individual do their job better and exchange that information with others. So our planning is centered around a key theme, which is: how do we equip supply chain professionals for what’s next? 

The systems that we built for speed and cost optimisation are under stress right now. They’re struggling under the weight of complexity, volatility, consumer demands, and all the disruptions that we’re facing today. We’re being called today to rethink not only how quickly and cheaply we can move things and get them to the consumer, but how responsibly, transparently, and resiliently we can operate today. Our hope is that the engagement part of the event enables individuals to exchange information and walk away with insights and actionable strategies that can be taken back to their organisations and implemented. We’re truly looking for that engagement from the attendees. This is an event for the attendees, by the attendees.

It’s also about making the contact and relationships that we all depend on. We’re all seeking opportunities and examples of organisations that have done it better or have responded easier to the challenges that we’re facing today. This provides individuals with an opportunity to engage. We had an opportunity to do this at our European event, after which attendees overwhelmingly indicated that the engagement part – the opportunity to exchange information learned from each other – was a key element of the event itself. We’re trying to replicate that, but with the amount of issues that the US is facing versus the rest of the world, the topics are going to be a little bit different here.

What are the core topics covered at CHAINge NA that you think are most helpful for supply chain professionals?

We need to take a temperature of the current environment, and not surprisingly, we structure the event around several core themes that we’re all facing today. First, resilient and agile supply chains. The adaptability that’s required today is unlike any time that we’ve ever faced. We’ve had disruptions before, and we’ve responded as an industry. Today, we’re continuing to respond, but the pressures on these individuals due to day-to-day uncertainty has created a very different environment.

The second core topic is emerging technologies. As the focus on resiliency and agility becomes much more critical, there are only a few ways to gather the data necessary to enable organisations to make informed decisions. Not surprisingly, AI, digital twins, and a whole host of scenario planning technology tools are a focus for a lot of organisations today. Digital transformation is happening in almost every organisation to shore up their visibility, their transparency, and their traceability.

Also, advancing sustainability practices. We can’t forget that at the end of the day, we still need to be sustainable as an industry. This has been a huge focus within supply chain. It’s taken a little bit of a backseat in the current environment, but organisations are still focused on ensuring that they are sustainable and ethical in their business practices. Lastly, no discussion can be had without understanding what the talent availability is, what their capabilities are, and whether we are ensuring that we do have the right talent.

How important is collaboration (accelerated by things like CHAINge) in supply chain, especially as the landscape becomes more complex?

In today’s environment, as we focus on visibility and on connecting all parts of our supply chain end-to-end, we understand the demand signals clearly so that we can address them appropriately. Collaboration is no longer optional – it’s essential. No single individual organisation can solve today’s challenges on their own, whether it’s navigating geopolitical tensions, managing risk in a global network, or even driving sustainability. The solutions demand cross-functional and industry collaboration. It used to be that the Chief Supply Chain Officer in the back room was only called upon when there was a crisis. Well, I think we’ve got enough crises today that we need to push that individual into the front office.

First, we need to enable them to use their voice at the table to advocate for appropriate supply chain practices, but also in combination with a wide range of other roles. These are the teams that are now addressing these issues. It’s no longer just a supply chain issue; it’s an organisational issue. It’s a societal issue that we now need to address, and there’s only one way to address that; that’s through collaboration within the organisation, as well as with your partners, your vendors, and your vendor’s vendor. This is a very dynamic environment today, and enabling organisations to have that complete visibility and connectivity is critical.

There’s been a lot of talk about a shortage of talent across supply chain; how big an issue is this, from your perspective? And how can it be overcome?

From our perspective, it’s one of the defining issues of our time. As supply chain has moved from the back office to the boardroom, so has the demand for skilled professionals. More often than not, supply chain people come out of finance or engineering. In today’s environment – a very diverse workforce – digital natives are coming into the workforce. They’re not only adaptable, but very comfortable with modern technology. It’s a little bit of a reverse from the leadership that we have in supply chain today, that may still be using that Excel spreadsheet on their systems. Supply chain has the demand for those skilled individuals.

To address this, we’re focused on a number of things. First, expanding the awareness of supply chain as a rewarding career path, which our salary and satisfaction surveys confirm. Secondly, talking openly about investing in ongoing professional development. We’ve been to a lot of conferences and whether we’re talking about AI, sustainability, or disruptions, at the end of the discussion, it always comes down to people. We should be talking about the people at the beginning of the discussion as opposed to the end of it. We need to create that opportunity for individuals to see that they can not only make a difference, but that their voice is heard and followed on within their organisation. That’s what we’re preparing supply chain professionals for. 

We need to provide an inclusive workplace that attracts and retains that diverse talent. As I indicated before, individuals coming into the workforce are digital natives. They’re very adept at AI and they’re more than willing to jump in with the technology. We need to enable them with problem solving, critical thinking, and experience on the job. I couldn’t be more excited about the individuals coming into the workforce today and the focus, and they’re able to change the world through supply chain.

How can supply chain professionals approach the challenge of ever-changing regulatory requirements?

Financial markets and supply chains do not like uncertainty. We like certain demand signals so we can ensure that our supplies are appropriately managed. Supply chain professionals need to have robust systems to monitor changes and provide that data, or the regulatory information and policy individuals reporting become significant. Among the concerns that we have is that more often than not, it’s become regulatory or policy and it becomes a checklist. Part of that concern is whether we’re really focused on really making a change, or focused just on those compliance checklists that often drive down to minimum effect.

Today, technology helps, but so does developing a culture of compliance and resiliency. Once again, collaboration matters, sharing best practices across industries, and enabling individuals to understand that there are ways to respond to the regulatory and the policy changes. 

What are some of the most exciting innovations happening in supply chain today?

I think the combination of the people and technology is what’s going to make an exponential difference. On the technology side, tools like advanced analytics, AI, and digital twins are transforming how we forecast, manage risk, and build resiliency. The real innovation is combining cutting edge technology with a highly skilled, adaptable workforce. I heard a fantastic quote the other day: ‘AI is not going to take your job; an individual using AI is going to take your job’. That’s where the focus is right now – enabling individuals to use technology to really leverage that and enable organisations to be much more responsive and agile, as they address demands.

Collaborating with Amdocs has been a game-changer for Telkom. Here’s why.

As telecom companies race to adopt generative AI, a critical shift is underway – from generic copilots to deeply verticalised, telco-grade agents. Amdocs, in collaboration with AWS and NVIDIA, is leading this evolution with its amAIz Agents – introducing a new class of AI agents built specifically for the telecom industry.

Unlike general-purpose AI, verticalised agents are built with domain-specific knowledge, reasoning, and telco ontology that reflect the complexity of telecom operations. These agents understand service plans, billing structures, and network topologies, enabling them to deliver context-aware responses and take meaningful action.

Amdocs, NVIDIA and AWS released a publication that defines and showcases how AI agents can be tailored for specific telecom domains, illustrating the concept of ‘agent verticalization’ and its impact on operational efficiency and customer experience. These domain-specific agents, across every telco domain like care, sales, network, and marketing, work in coordination, enabling end-to-end automation and intelligent customer engagement through seamless orchestration.

In the whitepaper, AI Verticalization for Telco’, Amdocs outlines the essential traits of telco-grade agents such as composable architecture, reasoning, and agentic experience, and enterprise-grade traits such as trust, security, and cloud-native scalability. 

Amdocs: Three decades as a key transformation partner

It’s a rare thing, in the fast-paced world of technology, for partnerships to last decades. However, for Telkom, Amdocs has been by its side for almost 30 years. The latter has played a critical role in supporting both mobile and wireline operation through its B/OSS platforms. These platforms are regarded as industry leaders, and Telkom has been able to navigate major shifts with Amdocs’s help, from legacy to next-gen digital stacks.

“We have been in this game for some time, being the digital backbone of choice for South Africa, really, Amdocs has been a strategic partner of Telkom for over 30 years,” says Dr Noxolo Kubheka-Dlamini, Chief Digital and Information Officer at Telkom. “We have a shared goal of delivering a better, faster, and more seamless experience to our customers. What stands out about Amdocs is their deep domain expertise, strong delivery capabilities, commitment to our success, and ability to evolve with our ambitious goals. We see them as an extension of our own teams.”

Read the full Telkom and Amdocs story in the latest issue of Interface Magazine.

The two-day event (9th-10th September) offers attendees all the tools they need to improve their resilience and adaptability.

Be the CHAINge you want to see in supply chain, and join fellow supply chain professionals at CHAINge North America. Located at the Greater Columbus Convention Center, in the heart of Columbus, Ohio, the two-day event (9th-10th September) offers attendees all the tools they need to improve their resilience and adaptability.

SupplyChain Strategy readers receive an exclusive $200 discount when registering for CHAINge North America, by using code SCS200

The event gives attendees access to a rich agenda of learning opportunities, covering topics such as:

  • Supply chain digitalisation
  • Data visibility
  • Risk and resilience 
  • Future-proofing supply chains
  • Woman in supply chain
  • Harnessing AI

And much more. Those attending CHAINge North America join their peers for two days of interactive learning, lively discussion, and novel ideas to drive change in their own supply chain. 

All supply chain professionals and executives are welcome to become part of the movement and discover the latest in supply chain innovation.

Register today and use our exclusive discount code: SCS200

As well as eye-opening talks, CHAINge North America attendees gain access to:

  • 10-minute innovation tech showcases
  • Educational breakout sessions
  • Use case theatres
  • Industry Q&A

Join your fellow professionals on the 9th and 10th of September for this industry-leading event. Register now and use code SCS200 for $200 off the cost.

Industry collaboration for freight decarbonisation pilot proves sustainability and profitability can go hand-in-hand as empty miles drop.

An innovative freight decarbonisation initiative in South West England has achieved a significant milestone, with 65 loads successfully matched, generating over £68,000 in revenue for local hauliers and preventing 7,915 kg of CO2 emissions through reduced empty running, according to new data from TEG.

The collaborative project, led by Peninsula Transport and  Western Gateway STBs with TEG’s Haulage Exchange platform, has demonstrated measurable environmental and economic benefits since its expansion. The initiative now includes 11 participating haulage companies across the region, with loads posted by companies for subcontracting reaching 1,906.

Key achievements from the updated pilot programme include:

Environmental impact: 7,915 kg of CO2 emissions prevented through 9,195 miles of optimised return journeys

Economic benefit: Total revenue of over £68,000 generated for participating local hauliers

Operational efficiency: 65 loads successfully allocated to vehicles that would otherwise have travelled empty

Regional coverage: Load matching across multiple regions, with the highest activity from Greater London (10 loads), South East (15 loads), and South West (23 loads)

The data reveals strong engagement from participating companies, with businesses joining throughout 2024 and demonstrating sustained activity. Bristol-based operators feature prominently amongst the most active participants, highlighting the project’s success in building a regional network of collaborative hauliers.

The most active freight lanes include routes from the East Midlands to Exeter (129 loads), West Midlands to Exeter (128 loads), and North East to Truro (115 loads), demonstrating how the platform is successfully connecting return journey opportunities across major UK freight corridors.

Lyall Cresswell, founder & CEO of TEG, said: “These results demonstrate the real-world impact that smart logistics technology can have on both environmental and business outcomes. By giving local hauliers access to our platform, we’re not just reducing empty miles – we’re creating tangible economic value while supporting the region’s sustainability goals. The fact that we’ve generated over £68,000 for local businesses whilst preventing nearly 8 tonnes of CO2 emissions shows how collaboration and technology can drive meaningful change.”

Cllr John Stephens, Peninsula Transport, said: “The pilot project with TEG is an example of the South West Freight Strategy  in action. By cutting carbon, boosting the regional economy, and making better use of our existing freight capacity we’re pleased to be supporting cleaner, more efficient and better connected transport across the region.”

Cllr Chris Willmore, Western Gateway STB, said: “We are pleased to support the important initiative as part of our work to decarbonise freight with STB funding and guidance. Freight is so important to our economy, but is often overlooked. This pilot reduces the number of miles HGVs travel empty, which without the initiative often contribute to climate change and cost businesses money. By working collaboratively with our neighbouring STB, Peninsula Transport, we can maximise our impact on the freight industry and see our South West Freight Strategy come to life”.

The project addresses the critical industry challenge of empty running, which accounts for approximately 30% of all haulage vehicle miles according to Department for Transport data. By providing participating hauliers with access to load-matching technology through Haulage Exchange, the initiative enables businesses to find profitable return loads, improving vehicle utilisation whilst reducing environmental impact.

Vehicle types participating in the programme range from 7.5-tonne trucks to 13.6-metre articulated lorries, with 7.5-tonne vehicles showing particularly strong engagement across multiple regions. 

  • Sourcing & Procurement

Frank Baldrighi, Business Development Manager at Getac, explains why digital transformation across the supply chain overdue.

Digital transformation is driving significant change across the global supply chain, leading to the adoption of new, innovative business models and cutting-edge technologies. The ability to adapt to these changes is crucial for companies aiming to remain competitive and deliver exceptional value to their customers.

Technology plays a pivotal role in accelerating change, helping companies to automate operations and enhance productivity. The modern workplace is evolving, with a growing emphasis on flexibility, sustainability, and employee well-being. Companies must navigate the challenges of integrating new systems and processes, a reality that requires a cultural shift towards innovation, experimentation, and continuous learning.

The benefits of embracing change are substantial, including improved quality, increased efficiency, and enhanced customer experiences. To successfully manage change, companies must measure its impact using data and insights to inform decision-making. Leadership plays a critical role, with a clear vision and strategy essential for success. By fostering a culture of adaptability and continuous improvement, companies can thrive in the dynamic landscape of digital transformation.

The case for (rebooting) digital transformation

Since the early days of the COVID-19 pandemic, industry has learnt several key lessons:

  • Worker health and safety are key priorities for business
  • Employees are critical talent and need to be deployed strategically
  • Asset-based industries like transport & logistics can benefit from remote monitoring and operation
  • These same industries also need the ability to make decisions in the field, on the edge

As organisations embrace digital transformation, many face significant challenges stemming from outdated technology and processes, which can hinder their ability to initiate this critical transformation effectively.

The goal of digital transformation is to move businesses along a customised path, from adding automation process steps to fully autonomous operations. Along the way, enterprises will pass various milestones that reduce the fraction of human involvement and orchestration into the process: from done by humans, through done with humans, to done for humans.

The key for asset-driven industries is to begin with the desired goals in mind, and establish key performance indicators (KPIs) to measure progress toward those goals. The work of digital transformation involves breaking down business operations into manageable processes that can be orchestrated or automated with the help of technology.

Technology drivers of digital transformation

Data, the currency of digital transformation, enables several technologies to build new capabilities and deliver enterprises’ desired results.

Some of the technologies that can propel digital transformation include:

  • Artificial intelligence and machine learning, which enable autonomous decision-making at the data source.
  • Robotics, which performs routine, monotonous tasks independently or in collaboration with workers.
  • Extended reality-XR (augmented reality-AR / virtual reality-VR / mixed reality/MR), which empowers workers to collaborate remotely without being physically on site.
  • Internet of Things (IoT) / Industrial Internet of Things (IIoT), which include sensors embedded in assets that transmit data about the health of machines. This data enables predictive maintenance to maximise uptime, asset life, and capital payback.
  • Digital twins, a simulation of all physical assets and their interdependencies, enable enterprises to proactively predict system functions before changes are made.
  • 5G and network infrastructure for connectivity of IIoT-embedded machines
  • Cloud computing, which enables infinite computing scale while increasing resiliency, and security.

Selecting which of these technologies best fits depends on the digital maturity of the company in question and the KPIs they intend to measure.

Digital transformation isn’t always smooth sailing

According to a 2020 McKinsey research report, 70% of enterprises who pursue digital transformation find their momentum stalls at some point. It is worth understanding the reasons – e.g cultural or scalability issues – causing the slowdown because payoffs for successful transformation can be impressive; leading to more efficient operations, with enterprises enjoying autonomy beyond their operations. An entire ecosystem with data transparency functions more smoothly as inefficiencies are easier to pinpoint and fix.

Businesses must also watch market trends and shifts in consumer behaviour to adapt and thrive in the evolving landscape. The 2024 update to McKinsey’s tech trends focused on generative AI, coupling with electrification and renewables in terms of interest and investment. Gen AI is the next step in digital transformation, with the potential to enhance nearly all performance metrics.

Rugged mobile devices (especially AI-capable) contribute an invaluable benefit to the digital ecosystem. They connect workers to vital information necessary to keep operations running in harsh environments, often where and when workers need the data most.

Employees can use a rugged mobile device for asset management software or enterprise resource planning systems to troubleshoot problems quickly and efficiently whenever worker intervention is called for. Using rugged mobile devices also allows for the easier digitised recording of processes, so the enterprise always has a record related to every machine.

Limitless potential

Looking to leverage advanced technologies, organisations throughout the supply chain are taking a careful view of business operational workflows and finding ways to improve the bottom line. Expect AI-fuelled digital transformation to quickly become a mindset for companies as they move toward autonomy in their digital transformation. Rugged mobile devices will be essential today and even more so tomorrow to future-proof technology fleets. Their secure and open architecture enables enterprises to use it as a communications platform now and into the future.

  • Digital Supply Chain

SupplyChain Strategy attended July’s Exiger Executive Forum to hear from the best and the brightest in the industry.

Supply chain resilience is one of the most pressing concerns of modern business, whether executives are aware of it or not. That was the central theme of the Exiger Executive Forum held on July 23rd 2025. Titled Supply Chain Sovereignty in a Fractured World: Winning the AI and Geopolitical Race for Resilience, the event brought together business analysts, CEOs, supply chain and procurement executives, academics, and politicians for an open discussion around supply chain sovereignty and the urgent need to secure supply chains across myriad industries and territories.

As geopolitical events, trade wars, and threats to globalised networks threaten to destabilise global and local supply chains, the case for supply chain sovereignty, which is an organisation’s ability to control its supply chain and minimise dependence on external suppliers, becomes increasingly stark. However, a myriad of stakeholders must come together to enable organisations and nations to gain independent control of supply chains, and collaboration between industry, government, and academia is essential.

Three guest speakers joined Maria Villablanca, CEO and Co-Founder of Future Insights Network, each representing voices from within politics, business, and academia: Tobias Ellwood, former UK Minister and Chair of the Defence Select Committee; Koray Köse, CEO and Chief Analyst of Köse Advisory, Senior Fellow at GlobSEC Geotech Centre, and Board Member of Slave-Free Alliance; and Karsten Machholz, Professor for Supply Chain Management and Strategic Procurement at University of Applied Sciences, Wuerzburg-Schweinfurt. 

The discussion exemplified the discordancy of priorities and perspectives among senior voices from all angles regarding security, economics, policies all impacting value chains, albeit with a shared willingness to engage in secure, competitive, ethical and innovative supply chains, fuelling businesses and economies through heightened volatility in a fractured world that is recalibrating through the era of reglobalisation.

Supply chain sovereignty: Bridging political understanding, and urgency

“It is a dangerous world that we’re entering,” Ellwood warned. “If I ask you ‘Do you think the world will be safer or more dangerous in five years from now?’, I think we’d all agree in which direction it’s going. We have to then ask ourselves how we prepare for that.” To that end, Ellwood believes an increased focus on supply chain sovereignty is both an economic and military imperative.

For Ellwood, the central issue is limited understanding, both public and private, around the urgency presented by the current risk and threat environments. Through the combination of limited knowledge around supply chain complexity and an election cycle-focused impetus to enact vote-winning policies, he believes the political class lacks both the nous and urgency to prioritise supply chain sovereignty.

“After 20 years in politics, I can safely say that many politicians are simply unaware of what’s coming over the hill,” said Ellwood. “The tide took me out to the last general election, and so I went from helping to craft and nudge policy and encourage Britain to move forward to then scrutinising what we were doing, not just at home but internationally. Now that I’m outside of politics, I continue doing those same things.”

The necessity for political engagement is not lost on Köse, who through his own experiences of researching, advising and leading supply chain organisations, has been advocating for supply chain resilience as a top line driver for economies and companies, has equally encountered the depth of that disconnect.

“At an early point I realised that geopolitics is the key denominator for all value chains and all of us in this context,” he said, adding that work is overdue but starting to be underway to bridge this gap. “The London Defence Conference, as one critical congregation, is key for you all folks to be aware of. Not only because of what they do in terms of bringing the politicians into one room to debate some of the most fierce topics of the day, but it’s all about convergence. Bringing in supply chain leaders, policy makers and technology folks with a direct approach to debate.”

Villablanca noted that Ellwood’s presence was indicative of a gradually shifting tide, however. “It’s not lost on me that here we are in this panel, talking about supply chain, and we have a former politician with us,” she said. “That is very different to some of my earliest supply chain conferences where we didn’t see that, so it’s a sign of the times. Set the scene for us around why you’re here and why it’s important to discuss the geopolitical situation vis-a-vis supply chain today.”

“I spent most of my time in politics trying to strategise, trying to go four or five chess moves ahead, and I found I was on my own,” Ellwood replied. “Politicians operate for the day, for the here and now, the election cycle; the news cycle is what keeps them busy. They’re not thinking about these things and yet the world we’re now seeing in everything… everything is being weaponised because that is the change in the character of conflict.

“But today, from my perspective, I see the world splintering into two spheres of hugely competing influences. If you look at the number of countries that have signed up to China’s One Belt One Road initiative, you’ll see that many of them are either opting or hedging their bets as to where things go. 

“To make matters worse, our exemplifiers of what democracy looks like aren’t in a good place. We see what’s going on in America, British politics and so on, and Europe and America are not on the same page. We aren’t promoting global law in the sense that we had a sense of determination that we had when organisations were set up in 1945. Other nations are getting together and realising that there’s an opportunity to exploit the wobbliness of our world order and do things their own way.

“That’s where the mechanisation of just about anything comes in to cause us economic harm, to sow political discord from afar. It’s very easy to do and becoming easier simply because of the openness of our society. It means, from a rudimentary perspective, anything you do can be weaponised against you.”

“It’s very easy, from afar, to then limit your supply chains and thereby limit your capabilities. There are countries that specialise in sowing economic discord from afar. They understand and learn and know supply chains better than we do, and they can work out which missing pieces will cause our assembly lines to grind to a halt.”

That lack of preparedness, he says, is an impediment to putting the nation on a footing that could support a war effort on the scale of the World Wars.

He continued: “There’s also the prospect of preparing for war, which means that we are suddenly spending more money on defence. Our ability to switch on the supply chain levers to support military capability is not there. This is why companies that have no connection with the defence world need to think about the services they provide that might have a military bearing. In five years time, you may be called upon to do exactly that.

“That is the mindset we now need to get into. Security and economy are one and the same now, and that’s what we need to learn.”

AI, foresight, and risk strategy

The conversation then shifted to the business side, where securing critical supply chains powering key technologies such as AI, defence and security, biotech, energy and quantum computing has become a more pressing concern in the wake of a range of global disruptions through the early 2020s. 

Along with broad supply chain breakdown during the COVID-19 pandemic, the geopolitical environment has become more fraught. Escalating trade wars, the imposition of sweeping import tariffs in the US and heightening tensions between America and China have thrown globalised networks into question. Alongside those challenges, Environmental, Social and Governance (ESG) directives have placed an increased onus on supply chain leaders to sanitise their supply networks against modern slavery, conflict minerals, and indirectly sourcing materials from rogue nations. The case for establishing redundancies in supply, as well as heightening visibility on an end-to-end supply basis, was thus clear amongst the panel.

“Koray, you work with a lot of different companies,” began Villablanca. “Do you think there’s a mindset issue where politics and commerciality need to come together to realise the common goal and create resilient supply chains?”

Directly, there probably is a mindset issue,” Köse replied. “I think there is a lack of clarity about the importance of geopolitics’ impact upon supply chains, and there is certainly the capability issue of understanding the context of geopolitics.” He then elaborated on the challenge by highlighting shortfalls in companies’ predictive capabilities.

“Companies operate with risk dashboards,” he continued. “Sometimes it’s just red, yellow, green, and that’s all you have. They have a few key risk indicators like financial compliance issues, quality issues, performance issues, but you never see strategic foresight. It’s retroactive, based on historical numbers. If you look at a production line it might say, ‘We didn’t have an incident for 80 days’. What if somebody were to say, ‘We won’t have an incident in the next 100 or 80 days’? You don’t see that in production; it always looks backwards because it is built on the past.

“A big problem in a lot of the military complex, and in politics, is thinking that the next war will be like the last one. They cannot necessarily understand that asymmetric, hybrid and proxy warfare is really where things are going, and the same goes for technology. Supply chains are often built on yesterday’s technology.”

To then end, he believes supply chain leaders should be more forthright in leveraging their profound influence upon business operations: “In supply chain, we see the conversation about having a ‘seat at the table’ for decades now and I always say, ‘Just bring your own freaking table’, and invite everybody to it. Everything, every cent in an organisation, goes through you. Own that leverage and don’t run after them, invite them to come to you. Your table is where value is generated, secured and innovation and competitiveness are established. You hold the fate of the future.”

As to politics’ place within meeting this challenge, Villablanca asked Ellwood whether the political sphere could be doing more to shape the corporate agenda.

Yes, and that last point you said is the most critical; recognising that there is a massive risk, that this is a very different world that we’re now facing, and I expect the point that’s really being made is the absence of politicians,” he said. “The politicians themselves need to be told what we need because their expertise in understanding this arena is poor.

“China now owns the periodic table. If you are into silicon wafers, where’s your serum going to come from? If you’re into magnets, where’s your Europium going to come from? You need to know this sort of detail, and it’s not just you yourself. It’s your suppliers and the suppliers of your suppliers, too.”

While supply chain transparency has undoubtedly increased in recent years, he stressed that considerable work remains to realise total visibility.

“At a recent procurement event I was astonished at how many household names were unaware of what their second and third-tier partners were doing during the procurement cycle,” Ellwood continued. “They didn’t understand the vulnerabilities, down to the SMEs, of what’s going on. If the assembly line stops then that’s quite serious, but what’s going to happen because of that stress? 

“There are people who don’t understand it over here, not recognising that our competitors are deliberately looking at our supply chains and working out where that vulnerability lies. It is so that Ford stops making trucks, so that pharmaceuticals stop making medicines. Ministers are ignorant about this and we need to become better at it. This is the frontline of the next war that we’ll fight, and that war is coming.”

“I would add that some can’t fathom the complexity of certain supply chains and the vulnerability and risk associated with multiple tiers within them,” Villablanca posited. “There’s probably a translation issue with regards to business and politics around supply chain.”

To this, Ellwood stressed that international government groups hold the keys to unlocking a broader understanding within members’ respective political spheres.

“The G7, the Five Eyes Alliance, this is where these conversations need to go,” said Ellwood. “To recognise this must be a priority within the western world, we now need to have an alternative source to make sure that we can build our aircraft, we can build our factories, we can build our products. It isn’t so much the rare earth minerals themselves, but it’s the processing. Setting up a processing factory for rare earth minerals takes almost a decade.”

Here, a guest interjected with a point that hearkened back to Ellwood’s own admission that politicians have an innate directive to focus on local, vote-winning issues: “Politicians recognise there are no votes in this. The average MP will say their inbox is full of ‘fix the NHS’, ‘get the roads fixed’.”

Resolving political challenges such as those, Ellwood replied, is predicated upon strengthening economies to open fiscal headroom for public investment.

“If our economy is affected by problems with our supply chains, there’ll be no money in the treasury,” he explained. “Not for health, transport, potholes, policing, defence. It’s imperative that if you want to fill the coffers, then we need to protect ourselves. You can only do that with supply chain resilience. As a politician, you’ve got to take the people with you if you want to make the case.”

Villablanca then repositioned the conversation with regards to pressing issues around sustainability.

“There’s a lot of risk associated with our supply chains that goes beyond geopolitics,” she said. “We also have climate issues, economic issues. How do we maintain sovereignty in our supply chains while still trying to pursue goals around sustainability?”

“Supply chain transparency is something that I advocated for when I was a young consultant in the early 2000s when my hair was not so grey,” said Machholz, highlighting the gradual shift in supply chain priorities around identifying the finer details across those networks. “It isn’t a new topic and in the EU we now have the Critical Raw Materials Act.

Machholz drew the conversation towards sustainability in the context of integrity and continuity. “I’m German, and what we have is engineering power. We are good at car and machine manufacturing, but we have no natural resources. We have a little bit of coal, but all other things need to be imported. There have to be some sources to get those things.

“There’s Trump and tariffs going up and down, and we have some other geopolitical tensions affecting supply. You might say, ‘Where do I source this particular thing from? We don’t really have a second source of supply, because both of these sources are located in the same geographical spot.’ Maybe both of them are coming out of China.”

For Machholz, lessons to be gleaned around forecasting with technology’s latest predictive capabilities were presented en masse by the pandemic. “If we look at COVID, almost all supply chains were disrupted and you were running out of materials,” he continued. “You needed to be much more risk alert, and this is the problem we have already touched on: not looking in the back mirror, but using your data and turning insights into foresights to see what could happen, and then being agile and adapting.

“Sustainability could be one thing, having several sources, having alternatives, but of course, especially if we’re talking about critical raw materials, critical parts or maybe patent-protected or monopolistic suppliers, we are in an ambitious situation, put it that way, to find some alternatives.”

Machholz stressed: “This is something that each supply chain manager, CPO, and CFO, needs to understand to set boards’ scenarios. I’m pretty sure with the help of artificial intelligence we can elaborate much more on our data and predict different scenarios so we can be more prepared rather than just reactive.”

Shifting from cost-cutting to resilience

Of course, supply chain executives are under siege from an enormous breadth of challenges, whether it’s geopolitics, technological evolution as both a benefit and a threat, and shifts in consumer behaviours precipitated by those same factors. Rising to meet those challenges on all fronts, especially in a business landscape that often adheres to cost optimisation and efficiency over investing in resilience, can give rise to decision paralysis or financially-stymied strategies.

Turning to Köse, Villablanca asked: “There’s a mountain of black swan events lurking around us, ready to attack at any minute. What are the things that a supply chain leader should be focusing on today to try to build resilience?”

“To be honest, I don’t think they’re looking at building resilience,” said Köse. “What they’re doing right now is cost optimisation, looking at inflation and making sure that the profit margins are going to be protected through the bottom line, not considering top line revenue maximisation. 

“I think agility and economics always need to come back to top line, which basically means in the context of normal business 101 you are producing something, that there is a want and a need and a willingness to pay, and not necessarily hyper-focusing on the cost line or saying, ‘I’m not going to produce a bunch of bullshit that nobody’s going to pay for, just because I got to claim savings to my CFO’.”

I’m going to challenge you there,” Villablanca interjected. “I think, theoretically, that’s great, but everybody in this room is running a business. We have our own boards, people above us, board directors and so on saying, at the end of the day, you are remunerated and we are all remunerated for our quotas. How do you deal with the day-to-day management of your business as well as building that kind of resilience, agility and visibility?”

To this, Köse stressed that the difference can be made by reframing how businesses examine and counteract risk. “We’re thinking about turning the tide by really embedding foresight in risk indicators. Those risk indicators need to incorporate geotechnical, geostrategic issues with foresight,” he continued before highlighting what he implied to be a tendency for organisations to bury their heads in the sand when faced with developing geopolitical challenges.

“I published an article before Russia invaded Ukraine, about Russia getting ready to invade Ukraine, that went through loads of red tape and debate internally that calling Russia an aggressor was cancelled out from the research note,” said Köse. “They said, ‘You can’t say that’ while it was pretty obvious that Russia were clearly the aggressors. 

“The supply chain-focused function needs to spread out and have these geopolitical indicators, geotech-related risk indicators, and not just the last financial report from your supplier A to Z or tier one or tier two.

“We must then tie it back to the value and revenue you’re generating. Get away from this hyper focus and obsession with savings. In that context, make your analytics smarter with a bold analysis of things that you feel uncomfortable about. Think about ‘what now?’ and think about politics. I know we eradicated politics out of business as much as we eradicated many other beliefs from the conversation, but it has to come back.”

With this in mind, he proposed that cost optimisation is to an organisation’s detriment where resilience is concerned, not to its security. “Your indicators for success are not just on the cost line item or bottom line. Your priority must be on the top line. If I sell more, I can grow. With cost optimisation you can shrink yourself to death. That’s what some countries have done with political reviews where you shrink this, you shrink that, let’s shrink here, let’s shrink there. Potholes, collapsing bridges and rail systems, come because of the shrinkage of your investment budget for public infrastructure, for example. What I have found in the last decade of the sustainability high is that it actually impeded resilience, while the narrative said it was supposed to increase resilience.”

To this, Machholz highlighted the data behind Köse’s comments that resilience offers heightened growth potential than cost-cutting measures.

There were some studies from McKinsey which showed that companies who are investing in risk management are 4.7 times more profitable than those who don’t,” Machholz shared, stressing that businesses engaged in this mindset are missing growth opportunities. 

“People just fall back and say, ‘Okay, now the risk is over, COVID is over, whatever event is over,” he continued. “‘We can just go back to business as usual’. Resilience is just extra cost, extra inventory, maybe a second supply chain that needs attention, money, and people to take care of it, and they just simply don’t do it. This is, I think, one of the big threats that we are all facing.”

Exiger Executive Forum: A closer look 

The Exiger Executive Forum (EEF) in London is a global think tank that brings together elite independent voices from strategy, policy, technology and business to equip leaders with the frameworks and foresight needed to navigate the multipolar era. The EEF is exclusively curated for industry experts, analysts, policy makers, and senior procurement and supply chain decision-makers through Exiger, a market-leading supply chain AI company. The next Exiger Executive Forum ‘War-time Economics: How Europe’s €800BN Defence Spend Will Reshape Supply Chains’ will take place in London on Thursday, September 18th, 2025.

Ellwood concurred that this lack of foresight and willingness to invest in protective supply chain measures leaves businesses undefended against interruptions both foreseen and not. “We need to prepare ourselves for unexpected events to happen as the norm,” he said. “What would happen to any business if it didn’t have power for 72 hours? How would you look after your personnel? How do you make sure you salvage the business so that, after 72 hours, you can get back up and running. These aren’t questions that we naturally posed at the moment because again, we tend to park these things.

“The mentality may be, ‘The world certainly feels like it’s getting dangerous, but my life actually looks okay.’ That isn’t the right attitude. If you go to Sweden or Finland, who are much closer to the war with Russia, they are preparing in a way that we are not for a major event or incident. It may well be that when something happens and it’s the moment where governments wake up, but you shouldn’t be waiting for that moment.”

Villablanca then highlighted the recent, universal example of poor supply chain resilience bringing business, both domestic and international, to a grinding halt. “Did we learn nothing from COVID?” she asked. “Did we not take the opportunity to stress test our supply chains and look for the vulnerabilities within multiple layers?”

In response, Ellwood invited guests to consider whether the muscle developed in response to COVID’s interruptions had been allowed to atrophy. “I think that’s a question for everybody; how much of that was retained?” he asked before blending the conversation of supply chain agility with the potential for organisations to support national security should their respective nations go to war. 

“During COVID, supply opportunities came about,” he said. “Everyone here today represents diverse businesses. What services do you provide that you could tweak or add value to where something else has fallen short? 

“That’s where life really becomes interesting because that’s what happened in the First and Second World Wars. We called on organisations that previously had no interest in helping out with the war effort to add support and value to the wider machine and protect ourselves from a resilience perspective.”

Challenges faced by supply chains, he explained, have analogues to business that clearly marry the political and business spheres: “When we say ‘war effort’ today, it isn’t just Army, Air Force, Navy, air, land and sea. It’s now cyber, it’s space, it’s coastguard, it’s AI. This greater warfare is where a lot of the real pain will happen. As happened in COVID, it’s going to be the clever people in the industry that step forward to say, ‘I’ve already thought about this’. They’re in the patent-esque mode, they’ve done the work to say, with a few tweaks here and there, give us some extra money, and I can alter what I’m producing to provide a solution.”

The roles of government and industry

While there are clear precedents for, and incoming needs to, prioritise supply chain resilience in both the political and business spheres, the conversation made it clear that a unified front stands to offer the most impact.

The challenge, particularly in a political environment preoccupied with economic stabilisation, increased productivity, and soothed international relations, is identifying a shared north star or galvanising body to lead the shared project.

Striking at the heart of the conversation, one guest posited:If we want to align supply chain and geopolitics moving forward with a mutually-reinforcing relationship and shared goals, joint risk assessment, a focus on resilience over efficiency, and heightened cross-disciplinary talent and data,  what are the forward steps? 

“What can we within industry do in partnership with governments to move this forward?”

Representing the political voice, Ellwood replied: “There are certainly supply chain improvements that you can do on a national, sovereign basis. But from where I sit, there is a wide political threat that we face and are losing right now. One of them is to do with the energy supply, and another is the threat of AI. The quantum race will be won or lost in the next five years’ time, and that will be game-changing. It simply means that if the winner can harness the power of computing on that scale, everything’s over.”

Ellwood then invoked the technological advancements made in modern wartime, stressing that political figures must wield the mindset of those times to accelerate progress.

“I would like to see some two or three Manhattan Project equivalents, if you like, to ask, ‘How do we harness modular nuclear power?’,” he said. “That’s a very easy way to keep our lights on locally. Then, how do you harness AI? Let’s make sure it is this side of the world that wins that. 

“Again, there isn’t that coordination, that sense of urgency, because it’s too far down the road,” he concluded, then highlighting that opposing forces on the world stage already have the unified capabilities that many Western nations lack. “State, industry, and academia in China, for example, are all morphed into one and that gives them huge benefits in the race for these key arenas.”

Köse elaborated on this point by highlighting Turkey’s effective coalescence of business and government.

“If you think about the private-public national defence sector in Turkey, it came from being totally dependent on the US armoury to a leading innovator of drone wars,” Köse explained. “When you think about asymmetric warfare, innovative, impactful and economic weaponry, from drones to secure soldier transportation and all of that, think about what Turkey is producing right now in technology compared to others. The headway Turkey experienced in the last decade in the defence sector is unprecedented.

“That private-public sector coalition and symbiosis has covered such a need for them in a decade that many are surprised. I think that is something that Europe has to relearn, because Europe thinks a lot about public sector dominance in an area where the private sector should actually take charge. In the US, it’s the opposite. They say, ‘keep the public sector out’. The solution lies in collaboration and bringing each sectors strength to the table while leaving out their weaknesses and flaws.

While of course not advocating for adopting the political model, he agreed with Ellwood that nations like China have an innate advantage in this race. “When you think about the way that the autocratic countries are going about it, it’s the public sector dominating the private sector environment,” he said. “That’s why they’re so hyperfocused on things and they can scale but not necessarily innovate in this sector.

“I love the government when it’s in the right place to actually do something positive and impactful. But when I’m exposed to it, I usually get anxiety issues due to the lack of pragmatism, innovation and agility. But hopefully there’s this convergence of politics, business and academia driving intelligence into critical sectors and industry, and we’re trying to drive it through this think tank here.”

The unified case for supply chain sovereignty

Exiger’s Supply Chain Sovereignty in a Fractured World event was an enlightening review of the supply chain landscape and the myriad challenges and stakeholders it encompasses. 

While the panellists’ conversation in many ways highlighted the disconnect between government, business, and academia, the resonating message was one of shared pressures and goals. Where governments have pulled back on the reins of public spending, many organisations have in kind adopted a cost-optimisation mindset that may protect the bottom line but opens the door to heightened vulnerability. 

Where governments must consider challenges around energy sovereignty and insulating populations against the breakdown of globalised networks – as was demonstrated upon Russia’s invasion of Ukraine in 2022 – supply chain executives must create redundancies to cover lapses and minimise potential disruptions to production and wider organisational integrity.

The guests’ final comment, that states which can marry both the public and private spheres towards shared interests, neatly encapsulates the urgency with which those worlds must reunite. While much work remains to enmesh those spheres, it is clear that the conversation is progressing at pace.

James Watson and Rachel Noll, Argon & Co, explore how smarter use of data, automation, and robotics can help manufacturers unlock productivity.

The UK government’s newly launched industrial strategy was long in the making, but has arrived with bold ambitions. Its 10-year roadmap for economic growth has a firm bet on advanced manufacturing as one of the eight high-potential industries in the UK, along with sectors like financial services, clean energy, and life sciences.

For many operating in this sector, this support couldn’t have arrived soon enough. Manufacturing has been pushed from disruption to disruption, hampered by inflation, persistent labour shortages, and global supply chain crises. Businesses have been urgently calling for tools to help them do more with less, and, against this backdrop, the government’s commitment to invest in digital transformation and skills has been widely welcomed.

The industrial strategy features investment in specialist advisory services and organisations to increase technology and robotics adoption across advanced manufacturing. But the big question is now whether it will deliver the change that manufacturers are hankering for, especially in relation to smart manufacturing.

How manufacturers can get smart: in five stages

Central to the Advanced Manufacturing Sector Plan is a push to scale the adoption of robotics, data, and advanced digital technologies. While cutting-edge automation and predictive AI are becoming more accessible, many manufacturers – particularly SMEs – still lack the maturity or infrastructure to implement them.

The industrial strategy aims to bridge this gap, announcing a new Robotics and Autonomous Systems (RAS) programme, backed by an initial investment of £40 million. This will establish a new network of Robotics Adoption Hubs – physical centres with the expertise, equipment, and connections to accelerate firms’ adoption of robotics. These will be designed as a ‘one-stop shop’ to help end-users invest in RAS technologies in a safe, low-risk environment.

However, smarter manufacturing also needs to be backed by operational visibility and a strong data foundation. Here’s how manufacturers can embark on this journey successfully:

Stage one: Increase operational visibility

Manufacturers first need sight of their core operational metrics to define and monitor performance. After all, you cannot improve what you don’t measure.

Many manufacturers still rely on paper-based reports and inconsistent metrics, making it hard to compare shifts or pinpoint problems. Without operational visibility, actions tend to be reactive and retrospective. Perhaps a shift has underperformed, but without reliable data, it’s impossible to identify the cause.

The first step is defining consistent metrics across all shifts – such as operatives per line, output per line, downtime reasons, or quality defects. Even simple tools like whiteboards or spreadsheets can instil the habit of consistent data capture and begin building a mindset of continuous improvement. The input might be manual and prone to human error, but it provides a common point of reference and highlights areas needing further insight. 

Stage two: Build deeper operational insight

Capturing data in an automated format is inherently more reliable, as it doesn’t require human interpretation. Data such as scan times, equipment health and performance, and employee clock-in and out times can feed into visualisation tools like Power BI or Grafana, helping to spot trends and anomalies over time.

Data is ideally stored in a data warehouse to allow for secure deposit and retrieval in a structured format. Layering information from different sources can reveal patterns. For example, does the mechanical equipment perform consistently at all hours? Are reworks linked to break times?

Organisations may spend longer in this phase retrieving, cleansing, and analysing data, but it’s a vital foundation for future analytics.

Stage three: Apply predictive analytics

One of the defining features of smarter manufacturing is being able to predict what’s happening next and act on it – and predictive analytics can bring this to the factory floor. With knowledge of trends, organisations can begin to form corrective courses of action, strategies of intervention, and avoid downtime. For instance, if the data shows that breakdowns spike after 100 hours of runtime, repairs and servicing can be scheduled in advance. Or, if absenteeism spikes after bank holidays, extra staff can be rostered.

Stage four: Use prescriptive analytics

At this stage, it is assumed the organisation has a strong data foundation. Prescriptive analytics recommends specific actions based on historical feedback loops: detecting a trend, initiating a response, and measuring its effectiveness.

By combining data sources, like weather, complaints, and inbound profiles, organisations can run probability-based models to suggest specific checks or actions. However, human judgment is still required to execute or validate these suggestions. To build trust, models should offer tracing to help users understand why a decision has been made.

Stage five: Become self-optimising

At this final stage, responses are automated, based on high confidence in the data and models. Trust in data is key to achieving full insights maturity. Getting here has likely taken time, learning, and refinement, and as a result, can be relied upon with little human intervention. Like Google Maps rerouting you in real-time around traffic, self-optimising systems react instantly to disruptions – the user only needs to accept or decline the suggestion.

A “human-in-the-loop” retains a level of control, but decisions can be made in seconds. While full automation across the value chain is ambitious, it can be prioritised in high-value areas.

The human factor

While the industrial strategy is welcomed with open arms by most in the industry, success still depends on people as much as policy. While the journey is data-driven, people are the linchpin to progress – or the lack of.

Resistance to change is common. Humans simply cannot process large volumes of data as effectively as a machine can, but their insight is vital for interpreting results and providing context. Ultimately, the most effective smart manufacturing journeys have a perfect blend of human intuition with machine intelligence. 

  • Digital Supply Chain

John Santagate, Global Senior Vice President of Robotics at Infios, delves into the challenges tariffs pose.

Successful supply chains have always been measured by how well they deal with complexity. Getting deliveries and returns right requires multiple levels of collaboration, information sharing and strategic decision making to reduce the risks of confusion or delays. In tandem, customer expectations have changed. Expedited deliveries and a smooth returns process are now intrinsically linked to a positive customer experience. Amongst US consumers, cost, transparency of shipping and flexibility and ease of returns, including real-time tracking, are now the leading delivery preferences.  

With seamless buying experiences now standard, pauses in supply chain execution have major consequences for customer loyalty and brand reputation. This is particularly damaging at a time when every pound is crucial. Beyond driving cost efficiencies, enhanced speed and resilience are now equal parts of the supply chain challenge, and retailers must get this process right to succeed.

Even if brands understand that resilience is key, achieving this is another matter entirely. The volume and regularity of significant supply chain disruptions have tested the resilience of even the strongest supply chains. Organisations continually reevaluate the processes they have in place to ensure goods continue to reach customers. 

Global impact of tariffs

Political upheaval, global conflicts and the introduction of trade tariffs have driven six months of unprecedented global supply chain uncertainty. It’s estimated that the economic impact of the tariff disruption alone could reach as high as $1.4 trillion globally. Ongoing tensions have destabilised established supplier relationships and created uncertainty in the cost of products and materials. Beyond costs, businesses face increased uncertainty in product availability and financial planning, adding further obstacles to already complex operations.

2025 was a fundamental milestone in supply chain strategy. Single region sourcing and rigid inventory management are rapidly fading. In its place, diversification in sourcing and real-time adaptability have become more important than ever.

At its base, for retailers, navigating the evolving tariff environment is about maintaining customer satisfaction. Organisations have opted to move manufacturing of products to new markets. Others have used previous pauses in tariff implementations, and regular legal challenges, to try and ‘time’ tariff implementations and activate previously budgeted activity at the optimum period.

Among these changes, a question has emerged – in a world that is now defined by constant tariff uncertainty, where can technology help to establish a new, more resilient approach to supply chain execution?

Does forward buying help?

Forward buying of inventory has become the most common response to tariff-inspired uncertainty, as organisations aim to maintain product levels and meet customer demand. In the short term, some stability has been achieved. Organisations have been able to maintain existing purchasing and pricing strategies and the flow of goods. Over the long term, however, this strategy carries risks. In fast moving industries, like consumer goods, demand can be linked to virality. Trends can die as quickly as they begin, increasing the risk of product redundancy. Falling demand already costs even the smallest retailers as much as £10K per year. Over the long term, tariff uncertainty will continue to disturb the balance between purchasing and investor management and could cause costs to spiral. 

Staying future-ready requires businesses to enhance preparedness. Streamlining operations and building real-time visibility are an important step. As peak season planning picks up, many organisations face uncertainty around how to manage procurement and ordering in a way that minimises waste and inefficiency.

Integration of supply chain technologies, like order management (OMS) and warehouse management (WMS), provide real-time visibility across customer demand, supplier delays, and order status. Live, up-to-date information empowers teams to proactively manage and optimise supply chain operations, reducing bottlenecks and maintaining overall efficiency.

Making technology-powered decisions

The current tariff environment has also reduced the decision-making window. Taking a painstaking approach to sourcing goods and materials was once common practise. The current environment, however, necessitates companies to pivot on short notice. The announcement of any new policy or tariff could inflate costs to an unsustainable level. The ability to effectively source alternative suppliers, in markets with smaller tariff restrictions, or being able to re-route products and amend production timelines, has become a focal point of success.  

This level of decision making requires the practical application of data. Predictive analytics are a powerful tool that organisations can use to understand when costs might rise, or delivery delays could happen. Real-time dashboards mitigate supply chain disruption and provide informed and expedited decision making. Businesses can monitor changing global developments; assess potential risks to their own supply chain processes and act in a greatly reduced timeframe. Traditionally, these planning cycles may have taken place on a quarterly basis. Today, data analytics tools mean pivots can be made in days or hours. The impact of this cannot be overstated, building resilience against disruption alongside a wider competitive advantage. 

It is safe to say that disruption isn’t going away. Whilst tariffs undoubtably pose challenges, the opportunity for organisations to use this period for fundamental business change is clear.  Technology can build stronger supply chain processes and speed up real-time decision making. Not only will this improve responses to tariff-based disruption, but ultimately it will improve the ability for businesses to meet customer expectations, which remains the end goal. 

  • Risk & Resilience

Simon Bowes, CVP Manufacturing Industry Strategy EMEA at Blue Yonder, on how to navigate challenging situations in supply chain.

Organisations worldwide continue to face severe supply chain disruptions, creating immense operational challenges. Compounding these difficulties is a bleak economic outlook that shows few signs of improving, keeping consumer confidence stubbornly low.

Meanwhile, experts are claiming that President Trump may stand firm on his plans for sweeping global tariffs. This is despite a US trade court ruling that the President had exceeded his authority in imposing the duties and ordered an immediate block on them – only for a federal appeals court to temporarily reinstate the most sweeping of the President’s tariffs. This means tariffs remain an ongoing problem and, the UK market will likely face further disruption.

When you factor in increased costs, labour shortages, escalating geopolitical tensions, cybersecurity attacks, and weather-related disasters (like the $27 billion in damages seen in the US alone), it’s evident that constant instability has become the new normal for supply chains.

Senior executives agree, with 84% stating in a recent survey, that they have encountered disruptions within their supply chain over the past year. Therefore, organisations must be prepared for the unexpected, understand the potential consequences, and have a plan in place to mitigate such risks. 

How can organisations create a strategy for the unpredictable? The answer is by building a comprehensive plan that integrates the capabilities, processes, and technologies needed to operate efficiently, no matter what happens.

End-to-end supply chain planning

The first step is to create an overarching strategy that encompasses the entire supply chain. Having visibility across all areas will support synchronised planning and communication across disparate functions. 

When organisations bring together teams and processes, they can start to overcome the traditionally fragmented approach to supply chain management. Uncoordinated procedures inevitably create an inefficient and weaker supply chain, which makes it particularly vulnerable to disruptions. 

Whereas, resilience is strengthened by collaboration between functions, if backed with integrated data systems and communication methods to enable sharing of real-time information. Keeping all parties in the loop, with relevant data and meaningful insights, encourages better and faster responses to problems, as well as increases awareness of potential forthcoming issues.

Ideally, what’s needed is an end-to-end connected platform where all departments, offices and sites are working from the same consistent, up-to-date data. And, are not required to change systems to find or cross-check relevant information and iron out anomalies.

Smart decision making with AI and automation

Next, it’s vital to incorporate intelligent automation to improve and speed up decision making. Companies are already using data tools to forecast supply and demand planning, but they now can incorporate AI’s ‘always-on’ capabilities to dynamically evaluate and adapt to changes in supply and demand.  

AI-powered solutions can assess how work is progressing by automating data gathering for analysis and optimisation. Automation can handle routine issues, leaving supply chain professionals free to focus on more strategic tasks. Furthermore, AI can facilitate transparent, trackable decision-making to accommodate predicted supply chain disruptions or react to unexpected ones. This level of auditing provides vital insights that will help refine future decisions and actions for the next time similar circumstances materialise, improving outcomes in the long-term.

Additionally, organisations can leverage AI to predict the likelihood of disruptive events happening. Knowing how often they occur and how they have unfolded in the past can inform decision-making and planning. Whether that’s examining competitor behaviour or economic trends, AI tools can process millions of pieces of real-world data to model likely what-if and worst-case scenarios that could impact the supply chain. While these instances may seldom occur, proactive scenario pre-planning provides the foundation for an effective response in the event of real-world disruptions or disasters.

Organisations should identify the specific issues which present the highest risk to their business and ensure appropriate mitigation measures are ready to be activated immediately they are needed.

Investment in flexible, agile solutions

Restrictive working practices coupled with outdated technology can make it harder to react effectively when disruptions occur. Building long-term supply chain resilience means finding a best-in-class solution and partner with deep domain expertise to guide deployment of appropriate modern technologies.

When considering options, businesses should keep in mind fundamental requirements for flexible, agile technologies. These include checking how a software or platform supports data integration and cross-organisational collaboration, whether it can simulate market conditions in near real-time, if the technology architecture is compatible with AI, and how easily does it scale.

It’s critical to have a technology platform that’s designed for scalability and extensibility to manage changing workloads and requirements. Therefore, organisations should look for products with a cloud-native architecture for scalability and resilience, a microservices-based approach for flexibility, and solutions that are easy to configure and maintain without specialised IT expertise.

Building a resilient supply chain

In today’s volatile business landscape, organisations must embed resilience into their end-to-end supply chains, supported by the right technical infrastructure. Investing in modern technologies and platforms offers additional advantages. Advanced solutions that adapt easily to changing conditions, automate manual processes, and harness the power of AI can also provide a competitive edge. For instance, AI’s ability to crunch and analyse vast amounts of data can reveal hidden opportunities stemming from unexpected events—opportunities that might have been overlooked previously.

By making smart technology decisions, organisations can build more resilient supply chains, enabling them not only to survive in current unstable conditions but also to optimise performance and operate more profitably.

By Mohammad Mesgarpour, Head of Data Sciences at Microlise, discusses why we need to think beyond data when it comes to logistics.

Data is everywhere — often invisible, but constantly at work behind the scenes. As we move through our day, it quietly powers much of what we experience. A simple card payment in a shop sets off a chain reaction: your bank processes the transaction, the store updates its stock levels, capturing vehicle location and driving behaviour location data by telematics box, and the company’s central system records the sale.

It’s data that informs the display board on a train platform, letting you know your train is just two minutes away. From our morning routines to our evening commutes, data is woven into how we live in 2025.

And the scale of it is immense.

Today, it’s estimated that there are around 181 zettabytes of data globally. That’s equivalent to one trillion gigabytes or one billion terabytes. In just a few years, this figure is expected to soar to 394 zettabytes — a rapid expansion that highlights just how central data has become to everyday life.

We may not always see it, but at every digital touchpoint, data is shaping the world around us.

Data in logistics

The logistics industry has long recognised the value of data and has been quick to adopt technologies that help improve performance and efficiency. As new tools and systems have emerged, the sector has consistently found ways to use them to its advantage.

It started with the basics. Early telemetry services, such as GPS tracking, gave operators a clear view of  their vehicles’ location on a map – a simple yet powerful tool. From there, the industry moved into deeper insights, analysing fuel consumption patterns and driving behaviours to improve overall fuel efficiency and road safety.

Since then, the capabilities have expanded significantly.

Today, vehicles can generate ten times more data than they did just ten years ago. Thanks to advances in both hardware and software, operators now have access to a wealth of information that can transform decision-making and drive smarter logistics operations.

But this volume of data doesn’t come without challenges. More data doesn’t always mean better outcomes or deeper insights. Businesses are beginning to recognise that without the right systems; high-quality and relevant data; and effective analysis, they can become overwhelmed rather than empowered.

The real opportunity lies not just in capturing data, but in turning it into meaningful, manageable and actionable insight. It can drive operational efficiency, informed decision-making and measurable business outcome.

The appliance of data science

It’s easy to assume that simply collecting data is enough to transform logistics and haulage operations. But in reality, raw data alone won’t deliver results. To drive real value, that data needs to be refined, analysed in context of strategic business objectives. This is where the real analytical challenge begins.

There’s a well-known saying in data science: garbage in, garbage out. And it’s more relevant than ever in an era where artificial intelligence tools – like ChatGPT – are increasingly part of the conversation where the quality of data directly determines the accuracy and effectiveness of the AI model’s output.

Anyone with deep subject matter expertise will quickly spot the flaws when these models are asked about highly specific topics. They may generate convincing answers based on flawed or outdated sources, and while experts can see through the inaccuracies, others may accept them at face value. When that misinformation is reused and reinforced, the cycle continues, leading to skewed conclusions and poor decisions.

The bottom line? Better data leads to better outcomes.

This principle becomes even more important in real-world applications, such as complying with the government’s updated requirement to inspect trailer braking systems at least four times a year instead of once. With accurate, well-managed data, operators can confidently predict when inspections should take place, helping to reduce downtime, avoid unnecessary checks and keep fleets moving efficiently.

Turn around, go back

Geofencing is another area where accurate data is critical to the success of logistics operations. When systems misreport how long a delivery takes after entering a geofence (delivery site), the ripple effects can disrupt far more than just one delivery.

Inaccuracies here can throw off turnaround times, leading to incorrect arrival and departure times, delayed subsequent jobs, inaccurate performance metrics and ultimately frustrated customers. What begins as a small data issue can quickly escalate, leading to missed expectations, strained relationships and inefficiencies across the board. Moreover, if this inaccurate turnaround time is fed into a machine learning model to improve future logistics planning, it can lead to a systematic degradation in the model’s reliability and usefulness, and consequently, in the effectiveness of the plan itself.

High-quality data helps avoid these pitfalls entirely. When the source information is precise, the systems built around it work as intended. And importantly, solving data issues upstream before they feed into larger workflows is far simpler than trying to fix the consequences later on.

In logistics, precision isn’t a luxury. It’s essential.

Open source informs much more

Modern technology plays a key role in identifying the behaviours that impact operational efficiency. Actions like harsh braking, rapid acceleration or excessive cornering speed all contribute to increased fuel consumption. And today’s systems don’t just monitor them, they help correct them. Moreover, onboard sensors and telematics devices track and monitor vehicle health in real time, flagging issues before they become costly problems. Whether it’s the driver, the transport manager or fleet manager, having this information early enables proactive maintenance rather than reactive fixes.

The story doesn’t stop at the vehicle.

Open-source and crowd-sourced data brings another layer of intelligence, offering a broader context that goes beyond what’s happening inside the cab. By combining internal data with external sources, hauliers can gain insight into accident-prone areas, localised weather patterns or planned road closures; all of which influence route planning and delivery performance.

This level of enrichment adds real value. Rather than simply receiving updates every mile or minute, operators benefit from a fuller picture of the journey, making location data smarter, not just more frequent.

Reporting for duty

Accurate data – whether it’s tracking punctuality, fuel consumption or driver performance – underpins a wide range of operational reports. These insights can be tailored to suit each customer’s needs, helping them streamline operations, drive efficiencies and stay competitive in a fast-moving industry.

As we move toward an expected 394 zettabytes of global data by 2028, the value of this information lies not just in volume, but in context and quality. Future data won’t simply indicate what happened, it will increasingly help explain why it happened, too.

Take driver behaviour as an example. Instead of just recording that a driver braked harshly, new systems will identify the circumstances behind the action. This shift means drivers will be recognised for making safe, responsive decisions rather than penalised by isolated statistics.

It’s a powerful step forward. But unlocking the full potential of this data-driven future depends on how well the information is used. Data must be processed, applied and interpreted thoughtfully. 

When done right, it not only enhances internal operations, but it also delivers measurable value to customers as well.

  • AI in Supply Chain
  • Digital Supply Chain

Mario van den Broek, Partner, RSM Netherlands, dives into regulatory fragmentation and how it’s affecting shipping.

The global shipping industry has reached a critical turning point.

The International Maritime Organization’s (IMO) recently agreed emissions deal has been hailed as a milestone in maritime decarbonisation – signalling long-overdue progress in regulating one of the world’s most polluting industries. But this breakthrough has been overshadowed by a stark omission: the United States’ decision to walk away from negotiations.

The US’s withdrawal raises serious questions about the enforceability and cohesion of the agreement. The IMO’s regulatory model relies on flag states to enforce compliance. If more nations opt out or water down their commitments, enforcement becomes inconsistent, and a two-tier shipping system could emerge: one made up of operators bearing the cost of compliance, and another of those operating under weaker or unenforced regimes.

More worryingly, it risks triggering a wider trend of regulatory fragmentation – with significant consequences for manufacturers, logistics providers and supply chains around the world.

Why is this a setback for companies?

For global businesses, consistency and predictability in regulation are critical. Fragmentation in maritime decarbonisation policy disrupts both. Without a unified global standard, companies must navigate a patchwork of national or regional rules – each with different timelines, thresholds and enforcement regimes. This not only creates legal and operational uncertainty but also increases the cost and complexity of compliance.

Companies that rely on international shipping, especially manufacturers, exporters and retailers, may be forced to choose between higher-cost compliant carriers or risk reputational and regulatory exposure by engaging non-compliant operators. Those costs will not be evenly distributed.

Firms operating across multiple markets may find themselves juggling multiple emissions reporting systems, carbon pricing mechanisms and verification requirements. For small and mid-sized businesses in particular, these added burdens could squeeze margins and dampen competitiveness.

There are also strategic risks. A lack of coherence in shipping policy makes long-term supply chain planning more difficult. For example, businesses that have invested heavily in decarbonisation may now hesitate to go further if they perceive competitors, especially in markets with looser regulation, are gaining an unfair advantage. This could stall progress not just in shipping, but across adjacent sectors that depend on it, from automotive to consumer goods.

The US’s decision to walk away from the IMO negotiations weakens the political legitimacy of the agreement and signals to others that opting out is a viable path. In doing so, it undermines the collective action needed to decarbonise global trade routes. The result is a business environment marked by growing divergence – where resilience is replaced by reactivity and climate ambition is undercut by regulatory uncertainty.

How can companies turn this into a strategic advantage?

While the policy landscape remains uncertain, companies can still take practical steps to prepare for change. Carbon pricing is beginning to influence shipping costs in some markets, and businesses that assess the potential impact early may be better placed to respond. This includes reviewing freight strategies, factoring potential carbon levies into budgeting and setting clearer sustainability expectations for suppliers.

Some organisations are already exploring options to reduce emissions within their supply chains, such as selecting carriers that use alternative fuels like LNG, biofuels or methanol. Manufacturers are responding too, choosing greener carriers, shortening transport routes and investing in digital tools to track and report emissions.

Moreover, embedding sustainability into core decision-making – rather than treating it as a separate or reactive issue – will help companies manage regulatory risk, meet stakeholder expectations, and identify areas for operational improvement. This not only helps them build more resilient supply chains but also aligns with rising customer expectations and investor pressure for greater environmental accountability.

Businesses must not only adapt to regulation but engage constructively in the development of future standards. By contributing insights and maintaining dialogue with industry groups and policymakers, businesses can play a role in shaping a more coordinated, transparent framework for decarbonising global shipping.

Looking ahead

The carbon divide is set to disrupt global trade. As nations diverge in their approach to maritime decarbonisation, companies will increasingly find themselves navigating a fragmented landscape that distorts competition and complicates compliance. But fragmentation doesn’t have to mean paralysis.

By preparing now, engaging constructively, and embedding sustainability into supply chain strategy, businesses can not only mitigate risk but also help shape more stable and predictable conditions for global trade.

Without trust, AI cannot deliver on its full potential, leaving manufacturers hesitant to go beyond pilot projects, says Darren Falconer.

It’s no secret that trust is the foundation for successful AI adoption. By addressing scepticism, prioritising data quality, and ensuring algorithms are explainable and auditable, AI can become a powerful force-multiplier in manufacturing operations. 

Manufacturers are increasingly looking to AI to boost efficiency, streamline operations and automate routine tasks. 75% are planning to step up their AI spending in 2025. However, much of this attention is focused on Generative AI – something that we believe is poorly suited to factory settings.

Part of this misalignment stems from a lack of understanding of AI’s practical applications in industry. With only 7% of manufacturing leaders feeling “very knowledgeable” about AI applications, scepticism and trust issues loom large.

Feedback from vendors and end-users consistently points to trust as a leading barrier to adoption. Without trust, AI cannot deliver on its full potential. This leaves many manufacturers hesitant to go beyond pilot projects, XpertRule’s Technical Director, Darren Falconer explores this further.

Overcoming the AI ‘fear factor’

The portrayal of AI in the media has long been dominated by dystopian headlines and Hollywood blockbusters, with fears of mass unemployment and doomsday narratives. For manufacturers, this continuous, subliminal bombardment creates a trust deficit before any AI project even begins.

Business leaders are having to overcome not only technical hurdles but also the deep-seated scepticism that AI solutions are uncontrollable or inherently risky. To counter this, companies must approach AI with transparency and explainability at every stage, showing that AI is a tool to amplify human capability not replace it. 

For a simple comparison, think about cruise control in a car. [within cars today,] Traditional cruise control maintains a set speed but that’s all. Compare that to adaptive cruise control, which considers real-time conditions, adapts to your driving preferences and responds intelligently. Similarly, AI in manufacturing must adapt to the unique needs and complexities of each operation.

For those implementing these systems, understanding the ‘mechanics’ – how algorithms interact with data inputs and external influences – is a vital part of building trust. Explainable AI bridges the gap between automation and operator oversight, providing a clear view of how the system reacts and adapts. This clarity increases confidence among users, fostering trust in AI’s outputs.

But of course, building trust also requires a mindset shift – from a data-centric focus to a decision-centric approach.

Trust starts with decisions, not data

A common misstep in AI adoption is starting with the data instead of focusing on the desired outcomes. Many manufacturers think, We have all this data – what can we do with it? However, this approach often leads to complex systems that lack focus, transparency, fail to deliver meaningful outcomes and reinforce doubt over AI’s value.

A decision-centric approach begins by asking, What do we want to achieve, and what decisions need to be made to deliver those outcomes? Only then should businesses ask, What data supports those decisions and what are the models linking these decisions to this data?

From there, manufacturers must focus on ensuring data quality – calibrating sensors, cleaning data streams, validating inputs and standardising formats. Remember, the vast majority of AI success lies in data preparation and only a small percentage in the modelling itself.

Imagine a manufacturer aiming to improve quality control. They might gather extensive data from every step of the production process to find possible defects, leading to an overwhelming volume of disjointed data with no clear path to action.

Using a decision-centric approach, they would:

  • Define the goal: Improve product quality and aim to reduce defects by 10% over the next quarter.
  • Identify key decisions: What factors directly impact product quality? What parameters should trigger quality checks? How can inspection processes be optimised to catch defects earlier? What actions should be taken when deviations are detected?
  • Use AI to model the outcomes: Build AI models that analyse historical production data , to discover explainable patterns relating outcomes to metrics like machine settings, material consistency or environmental conditions. The system can then use these models in real time to flag anomalies that indicate potential defects and recommend adjustments to maintain product quality.

This clarity in purpose makes AI implementations transparent, explainable and, ultimately, more trustworthy. It also provides a clear framework for measuring success, helping to build greater confidence from engineers, users and management alike.

A key factor in building trust is recognising that AI doesn’t replace human insights and experience – quite the opposite. Human operators and engineers bring a level of expertise, contextual knowledge and intuition that machines cannot replicate. Having a ‘human in the loop’ is therefore critical to an AI system’s effectiveness.

Decision Intelligence connects Explainable AI principles with operational trustworthiness by embedding human oversight at its core. For example, experienced technicians possess knowledge built up over years of practice. While they can’t be everywhere at once, their expertise can be integrated into AI systems to automate routine decisions while reserving complex or ambiguous scenarios for human intervention.

This balance between human and machine intelligence ensures AI systems remain transparent, reliable and dynamic. It also enables manufacturers to scale the knowledge of their experts, reducing variability across shifts and locations while maintaining trust and accountability.

From pilots to trusted partner

For AI adoption to move from pilot projects to the heart of manufacturing operations, trust must come first. A decision-centric approach offers a practical pathway to achieve this, ensuring AI systems are transparent, aligned with business goals and designed to augment human expertise.

When manufacturers trust their AI systems, they can harness the technology’s full potential, creating new opportunities for efficiency, resilience and competitive advantage. Decision Intelligence becomes the connector between Explainable AI and operational trust, moving AI from being perceived as a risk to becoming a trusted partner.

  • AI in Supply Chain

A survey reveals that specific delivery slots and real-time tracking are now consumer expectations, with many willing to pay for predictability.

A shift is underway in e-commerce delivery expectations with new research confirming a clear trend: consumers no longer tolerate uncertainty. Four-in-ten (40%) consumers now demand non-food home deliveries to arrive within a specific time slot. This is typically a two to three-hour window. This expectation climbs higher in key markets, reaching 44% in the UK and 43% in the US. The findings signal a clear power shift towards consumers seeking unprecedented control and transparency in their online shopping experience, forcing retailers and parcel carriers to adapt or risk falling behind.

The research, commissioned by Avery Dennison, a global materials science and digital identification solutions company, surveyed 5,000 consumers across the US, UK, France, and Germany. Findings from the survey — one of the largest of its kind — underscore a growing demand not only for on-time deliveries, but also for precise control over when, and how, parcels arrive.

A shift toward greater control

Although consumers today are more sensitive to cost than ever, six-in-ten (61%) shoppers are willing to pay a premium for more detailed insight into order tracking.

When asked what would justify payment for a premium delivery service (and invited to select ‘all that apply’), 47% stated faster delivery, making this the top overall choice, followed by 31% who said ‘accurate estimated delivery times.’

The survey also reveals that tracking expectations vary depending on the type of purchase. For example, 60% of respondents say parcel tracking is ‘very important’ when ordering electronics, 43% for fashion, and 38% for health and beauty.

Personal convenience is at stake. When asked to select up to three main benefits, the top reasons respondents gave for wanting enhanced tracking are:

  • Flexibility to leave the house without missing deliveries (54%)
  • Peace of mind knowing where the parcel is (54%)
  • Ensuring timely arrivals for special occasions like birthdays and anniversaries (44%)

To meet these exacting consumer demands, retailers and their logistics partners must act now or be left behind.  Technology can assist in the drive to provide enhanced real-time visibility in the parcel delivery process.

Opportunity for elevated consumer satisfaction

For international e-commerce, real-time tracking has become even more critical as recent tariff changes disrupt cross-border shipping, causing extended delays and price increases.

Yet at the same time, cost remains a factor. According to McKinsey, 90% of consumers are willing to wait an extra two to three days if it means avoiding high shipping fees, highlighting a growing preference for flexible delivery options that balance speed with affordability.

“The message from consumers is loud and clear: they expect precision and control over their deliveries,” says Julie Vargas, Vice President and General Manager of Identification Solutions at Avery Dennison. “Customers may tolerate delays — but only if they’re kept in the loop. Real-time visibility shouldn’t be considered a luxury anymore; it’s the price of staying competitive. Retailers and carriers who embrace transparency will not only ease frustrations around shipping delays and rising costs, they’ll earn lasting customer trust in a tough logistics climate.”

Vargas adds: “There is a natural eagerness from retailers and carriers to cut down on expensive WISMO (where is my order) inquiries and manage costs more effectively. They recognise the benefits of providing self-service parcel tracking apps and tools powered by GPS and RFID technology, which ultimately help keep shipping rates affordable. Offering real-time updates on a package’s whereabouts is now a key foundation of this trust.”

Winning the parcel shipping game

Avery Dennison’s research also reveals that consumers find current tracking systems unreliable and insufficient. The most-cited frustrations are inaccurate notifications, inability to change delivery time or location, and premature ‘delivered’ status updates. Deploying intelligent labels at package-level helps vendors and distributors overcome these shortfalls in service.

Vargas concludes: “As the research highlights, to remain competitive in today’s e-commerce landscape, retailers and carriers must prioritise transparency and innovation in their delivery process. With almost two-thirds of shoppers willing to pay more for tracking and notifications, leveraging advanced technologies and offering real-time visibility is crucial. The pressure is very much on to address consumer needs, and turn frustrations into trust.”

Download The Consumer Verdict whitepaper here.

  • People & Culture

AI’s rapid evolution is creating both opportunity and urgency. AlixPartners lays out what needs to change — and why risk-takers will lead the way.

The use of artificial intelligence (AI) in procurement is gaining traction with many organisations already looking at how the technology can improve processes. However, there’s scope to go beyond efficiency and instead focus on transforming value delivery. 

At DPW New York, we spoke to Amit Mahajan and Aaron Addicoat from AlixPartners, a management consultancy firm doing things a little differently. The organisation is advising its clients on how to implement AI to drive value, but it’s also using AI internally, too. 

“AlixPartners has a unique business model,” explains Addicoat. “We have a very senior model, very few junior resources. So now you imagine taking people with 10 or 15 years experience and now you equip them with AI… for us, it’s a huge unlock.”

This is about more than just productivity gains. AlixPartners focuses on using AI to transform the way procurement teams work, while crucially, maintaining the human touch.

How procurement professionals are using AI

With the support of technology, it’s possible to shift procurement from a cost-saving exercise to a potential revenue driver. Procurement teams are already looking for these opportunities, as Mahajan explains. “They’re starting to think about new ways of doing things,” he says. “It’s not just automation, but asking how do I leapfrog and do something differently?”

There are plenty of use cases where AI is helping with automation. This is a great place to start as it frees up human workers to do more valuable jobs that need a personal touch. “I have a client who’s using AI every day,” says Addicoat. “This allows them to review documents and contracts rapidly, to find key clauses and termination dates. They’re also using it in spend control processes to identify which things need to be reviewed more thoroughly.”

Many organisations are also using AI agentically to create their own bots. This gives teams a more accessible way to review information. “One example is a client who’s using AI for their business to help with acronyms,” says Addicoat. “They built it as an acronym tool to help break down the language barrier between different functions using different terms. This led to better engagement.”

This empowers employees across an organisation to be more autonomous while still getting the full picture. Agentic AI, especially, allows them to interact with information in a way that previously would’ve required specialist technical knowledge. Now, it’s possible to query information within a contract directly. 

“It’s about using agents and AI to look at anomalies within your procurement contracts,” explains Mahajan, “and be able to help the category analysts, the category specialists, and others to get more of those insights.”

While generative AI might be a hot topic, it’s not the only way to use the technology. In combining several sources of data and using AI to spot trends, it’s possible to create workflows tailored to the current environment. Addicoat explains: “We take a series of data inputs, such as weather patterns, lead times, contractual terms, inventory, and forecast. Then the AI generates the purchase order, queues it for review, and upon approval, places the order.”

This can help an organisation to place orders with the right supplier in the most timely fashion to avoid delays, and optimise for cost, for example. This fully automates the end-to-end process, using AI to interpret those important data signals.

While this is useful for procurement teams, it’s only the start. “Using AI in this way is really cool,” says Addicoat, “but what I found most fascinating is that you’re building a data model, and with AI layered into it, that over time can tell you how to optimise itself.”

This has huge implications for procurement teams looking to save money and drive revenue. “For example, it could tell us the commodity price at a certain point in time was low,” says Addicoat, “but because inventory capacity to hold resin was maxed out the client could only buy so much at that low price. So now investing in a new storage unit at a cost of a few hundred thousand dollars could, under the same scenario in the future, save millions of dollars..Data quality challenges

A roadblock that can stop procurement teams from fully embracing AI is a lack of quality data. With so many sources of information, often including paper-based documents, some might think it’s difficult to get the data AI needs to be truly useful.

“Don’t wait for everything to be perfect before you get started,” says Addicoat. 

This is a sentiment echoed by Mahajan: “Use AI to solve your data problem before solving your business problems.”

This requires a mindset shift. While AI can help cleanse, enrich, and structure existing unstructured data, it’s important to take the right approach. Shift from asking ‘what can we do with our data?’ to ‘what value do we need to create?’ and work backwards from there.

With this approach, the questions are less about the data and more about the business problem. This then allows you to use AI to work with the information you have to help answer those questions.

“Start with the value proposition in mind and work backwards,” explains Addicoat. “You can get data from anywhere — it has to serve a purpose.”

Bringing back the human touch

AI can free up procurement teams to focus on tasks that need more nuance and expertise. Using technology to automate workflows and make information more accessible has a huge impact on employee productivity. “It’s fundamentally transforming the way they work, the amount of work they can do, and the type of work they’re able to do,” says Addicoat.

There’s always the worry that with any new technology, the human element will be forgotten. “With every new advancement that comes in,” says Mahajan, “whether that was a steam engine or when computers came along, everybody wondered what they were going to do. But as humans, we always find ways to start doing higher-level work.”

This means that many professionals will find new ways of doing things. “Imagine all the mundane tasks you have to do in your daily job now,” Addicoat continues. “With these new ways of working, imagine the speed with which you can turn an idea into something real. All that time you free up allows you to go talk to people and build relationships that mean something.”

On the other side of things, the sheer volume of AI-generated content out there is going to drive people towards those more meaningful interactions. “You don’t know what to trust and what to believe anymore,” Addicoat says. “That’s going to lead to a resurgence in face-to-face content, being at the office, and being at events.”

AI’s impact on procurement talent

The talent landscape is changing. With technology playing a larger part than ever before, organisations don’t just need procurement professionals, they need adaptable, tech-savvy people. The nature of the job means that those in procurement need a wide range of skills. 

“We do everything,” says Addicoat, “legal, operations, supply chain, negotiation, analytics. Procurement professionals are generalists.” 

Tech plays into every element of that skillset, which means tech skills are becoming even more important for candidates applying for procurement roles. “Nobody goes to college thinking they’ll be a procurement professional,” says Mahajan, “but with AI and tech, that’s changing.”

With procurement often seen as a proving ground for leadership, embedding these tech-minded generalists could have a huge impact on the future. “We have a shortage of talent,” explains Addicoat. “But with more and more CEOs and COOs coming from procurement, that speaks volumes to what procurement does and the value it brings, as well as what the future holds.”

At AlixPartners, the passion for procurement is very clear with Addicoat saying: “There are only two kinds of people in the world: those who love procurement and those who don’t know it yet.”

Change is coming

With AI of all forms steadily gaining traction, procurement could change dramatically in the coming years. It’s the organisations that are willing to take risks and embrace change that will come out on top.

“AI has the potential to disrupt the whole management consulting world,” says Mahajan. “Firms focused on transformation will thrive.” 

With AI’s capabilities increasing rapidly, it’s difficult to predict what comes next. However, adaptability is key. “Hold onto your hat. In a year and a half, the world’s going to look very different,” concludes Addicoat.

Jorge Aguilar and Andy Prinz, supply chain experts at PA Consulting, discuss shapers vs. stallers.

Volatility isn’t a shock to the system anymore – it is the system. Supply chains are absorbing more disruption than at any point in modern history, yet still expected to deliver flawlessly. Logistics lanes are being re-routed by international conflicts, cyber incidents, climate shocks, and policy shifts. The US tariffs and UK retail cyber-attacks are just some of the latest stand-out examples.

WTW’s recent Global Supply Chain Risk Survey reports that fewer than 8% of leaders believe they have complete control over their supply chain risks, and nearly two thirds continue to experience higher-than-expected supply chain losses. But against this backdrop, customers expect greater performance – instant service, total transparency, and zero excuses.

In this respect, dependable delivery isn’t a nice-to-have. It’s not even a differentiator. It’s the baseline for trust and growth. And in a world where so much is outside of businesses’ control, building systems that can still deliver when nothing else is stable is the new definition of good leadership.

Shapers vs. stallers

PA Consulting’s 2025 Brand Impact Index supports this. It found that the most successful brands – those with stronger growth, loyalty, and pricing power – are actively building the muscle to deliver dependably in the face of new shocks. 

The study of 7,000 consumers and 360 major brands revealed these brands are ‘shapers’. Rather than just investing in front-end experiences, they’re transforming their operational back-end systems, re-engineering networks, and re-thinking supply chain models. These brands prioritise dependable delivery as the top investment area for growth in volatile markets.

At the other end of spectrum are ‘stallers’: brands stuck in reactive cycles, making quick fixes, and clinging to old supply chain assumptions. Notably, stallers are 1.6x less likely to plan for disruption and minimise the impact on customers.

Ask the right questions

So, how do businesses know where they fall? There are a few key questions companies should ask, starting with: is your planning designed to adapt or just explain what already went wrong? Sales and operations planning (S&OP) that can’t respond in real-time is a delay, rather than a decision-making tool. 

More broadly, are you solving for yesterday’s world? If your network is still built on historic cost curves and old demand centres, what risks are you carrying forward without realising it? Do your suppliers extend your resilience or expose your gaps? And finally, is your automation unlocking flexibility, or scaling the wrong process? Technology is only useful if it makes you faster, smarter, or more stable.

These questions aren’t just philosophical; they’re what separate the leaders from the laggards in today’s market. The good news is that those falling behind don’t need to blindly guess the way forward. Rather, shapers are following a proven playbook, leveraging five clear levers to hardwire resilience, agility, and reliability into their supply chains.

Network design 

First, it’s important to engineer multi-location networks that balance cost, service, and risk. The focus needs to be on proximity to demand, redundancy in key nodes, and the flexibility to shift under pressure.

BMW illustrates this well. During COVID-19, BMW redesigned its production footprint to manufacture closer to customers, reducing its exposure and increasing control at a time of global disruption. Its strategy focused on lowering risk in the upstream supply chain while increasing manufacturing in the countries where it sells cars. 

In 2022, Oliver Zipse, BMW’s Chairman, shared that the company was producing over 430,000 cars in the US, 60% of which stayed in the market, alongside retaining a footprint in Central Europe and building up its presence in China. He claimed that this proximity to key markets, as well as flexibly increasing or decreasing production according to customer needs, was key to the company’s production success. This approach highlights that it isn’t about a perfect footprint, but rather having one that adapts when the map changes.

Dynamic planning

The monthly S&OP cycle can’t keep up, with Gartner research indicating that it is becoming ‘obsolete.’ Instead, shapers are treating planning as a continuous discipline, integrating signals, data, and cross-functional coordination to respond in real time. This isn’t about perfect predictions. It’s about responsive, multi-layered planning that sees around corners.

For example, Unilever has advanced its planning capabilities through an ‘always-on’ AI-powered forecasting model. It integrates market intelligence, sustainability constraints, forecast and actual sales data between Unilever and the customer to improve forecasting accuracy. Notably, the initial pilot with Walmart in Mexico increased product availability at point of sale to 98%. This approach has ultimately enabled Unilever to dynamically reallocate supply, adjust demand forecasts, and make financial and environmental trade-offs with speed and precision.

Design-to-value

‘Shapers’ are also surgical with cost, investing where it creates value and cutting where it doesn’t. This may sound simple, but in practice, it means design-to-value models aligned with what customers actually care about.

Just look at Hershey, which unlocked $35 million in hidden capacity using automation. This breakthrough came from applying advanced analytics and AI to its KitKat production network, which consists of six lines. Hershey discovered that simple changes in production scheduling and product mix could dramatically increase throughput, without much investment. 

This kind of design-to-value mindset requires deep operational data, cross-functional visibility, and the discipline to say no to unnecessary complexity.

Supplier collaboration

Beyond this, traditional procurement models are increasingly shown to break under stress. Shapers build supplier ecosystems that share risk, diversify sourcing, and enable upstream visibility.

Procter & Gamble is a good example, as it has focused on supply chain transparency and agility by creating a digital control tower across its vast network of suppliers and partners. This connected infrastructure enables real-time monitoring, rapid risk response, and collaborative problem-solving when disruptions hit. It’s not just about oversight – it’s about coordinated resilience being built into the ecosystem. This stands the business in good stead to assess and respond to new shocks, such as the impact of the US tariffs.     

Digital technology and automation

Finally, digitisation must do more than display data. It needs to enable control, speed, and adaptation. 

Zillow is a case in point, having built an ecosystem that weaves AI and automation into every step of a consumer’s housing journey. It brings together a huge range of products and services under one umbrella through its ‘super app’, which enables renters, buyers, sellers, and real estate professionals to search, tour, finance, negotiate, and close on their housing journeys. 

While not a traditional supply chain, it shows how tech-enabled orchestration can help bring consistency, speed, and reliability out of complexity. For operations leaders, the lesson is that automation matters when it makes the system stronger – not just faster.

Adapt to disruption

Disruption isn’t slowing down. But too many supply chains are still built for a world that no longer exists – optimised for predictability, driven by cost, and dependent on fragile assumptions. For supply chain leaders, the takeaway is simple: in a high-risk environment, the most strategic move isn’t to stabilise, it’s to reshape guided by a clear playbook. 

Dependable delivery isn’t just about the physical movement of goods, but rather building in network flexibility, digital visibility, supplier transparency, dynamic planning, and resilience at every layer of the operation. More than ever, delivering reliably – under pressure, across borders – is what keeps businesses trusted and in motion.

  • Risk & Resilience

Why businesses should prepare themselves for AI by not getting lost in the whirlwind of hype and focusing only on what works for their needs.

With AI being the topic of conversation for procurement professionals right now, it’s easy to get lost in the maze of conflicting information. Vroozi is a procure-to-pay platform powered by robust AI capabilities to deliver meaningful use cases. CEO and Co-Founder, Shaz Khan, takes approaching AI the right way very seriously. 

For Vroozi, the use of AI is a two-sided coin. It’s an organisation that talks about AI both in production and consumption. AI is a tool that has been a game-changer, because it has enabled Vroozi’s software and technology engineers to be able to rapidly prototype and develop code. And that code is beneficial for creating feature sets and capabilities that the company wants to introduce to the market.

“Similarly, we take steps to look at how a customer interacts with our software for the first time,” Khan explains. “The implementation process is also ripe for consuming and producing great results with AI. Imagine you go through some type of interview wizard where you prompt the system based on your region and industry. The system will self-configure according to your business unit. This is real intelligence that understands your business at a different level, as well as the competitive landscape, and brings in best practices to deliver incredible results.”

Getting the approach right

Having said that, Khan freely admits that we’re in the early innings of AI adoption. For him, leaders should adopt a multi-pronged approach to implement AI. The first move is to assemble a team. “One key area with AI is that a lot of companies are relying on outside experts that don’t know the business and the goals that they’re trying to achieve,” he explains. 

“You should invest in your own people before you invite outside parties in. Bring that education and assemble a use case, before assessing the problems you’re trying to solve and determining whether AI is a good tool set or capability to solve the problem. If these things match up, execute the game plan, bring in the right technologies and the right expertise, and only then bring AI capabilities into your workforce.”

The challenges

With this being the “early innings”, there are also barriers and challenges. The main issue, from Khan’s perspective, is security. “There’s a trust aspect that has to be looked at,” he explains. “There’s also an ethics aspect. Are you delivering the right results? And how much autonomy are you giving AI and its agents to go out and deliver those results for you without any human interaction? I think the companies that get it right will strike a balance between the trifecta of automation, really great AI technologies, and a balance of human interaction to create an overall output.”

There’s also the question of data. If the data isn’t clean, output will be compromised and lead to poor results. We haven’t seen the worst of what can happen, Khan believes, and AI has the potential to create scenarios that are hard to recover from, if used poorly. “We need to prepare ourselves now to prevent those types of potential calamities from happening,” says Khan. Which is the entire point of DPW: for procurement and technology leaders to educate and learn about best AI practice. 

This allows people to cut through the, as Khan puts it, “hysteria” around AI that can cause problems for businesses. They’re rushing to solve problems, and while leveraging AI can be a component of a complete holistic toolkit, it can’t be the only answer. “A lot of companies today still struggle with getting their businesses off spreadsheets,” he states. “AI should be an equaliser and enabler to get it right.”

Structuring unstructured data

For Khan, in order to ready themselves for AI, procurement professionals and practitioners need to be absolutely committed to data management and governance. “What companies often forget is that much of today’s data is unstructured. It’s not neatly stored in databases – it might be a chat, an image of a spec sheet, or a contract never digitised. This unstructured data often can’t be used by AI models today, so companies risk only addressing a small part of the challenge. Data governance has to be an ongoing exercise.”

Having said that, Khan is keen to differentiate between clean data and perfect data. In fact, many procurement professionals we spoke to at DPW New York 2025 said the same. The message is: don’t wait around for everything to be perfect, or you’ll never start.

“Good enough data is just fine,” Khan says. “But if you’re going to continue to feed your AI engines and algorithms bad data, your outputs will be compromised. Companies need to have data governance strategies and upfront policies in place so that they can manage this, independent of the people that offer them.”

AI creating a complete picture

While treading carefully is important, Khan is equally keen to extoll the many virtues of AI for procurement professionals. There are many incredible use cases already, and AI tool sets and algorithms can effectively interrogate a company’s data and give them the answers they require. AI enables these users to have a complete picture of their buying cycle, and allows them to get additional information for where they can pivot.

“This is where the true power of agentic AI will come into play,” says Khan. “When you can fully trust the system inputs, AI will be able to orchestrate those processes autonomously, and present that information to an end user for final decision.”

Khan is very excited about what Vroozi is doing within its own AI layer. The business looks at AI and intelligence as a pervasive thread across its entire tech stack. Every aspect of its platform has some kind of AI enablement, although it’s not an AI-first company. 

“We follow three distinct areas where we are thriving on the AI front,” says Khan. “First is intelligent document processing. Can we take structured and unstructured data such as contracts, quotes, work orders, and invoices, and populate them automatically onto a screen without any human touch? Processing invoices might require an army of people typing in data, and they might not capture it all. But an AI toolset can take millions of records and process them simultaneously. That’s the power of AI.”

The power of hyper-personalisation

The second area is what Vroozi calls hyper-personalisation, where it intensely personalises the platform to meet a company’s preferences and needs. It’s about how AI can find trends and not only predict the user’s needs, but also help take the next steps. This includes finding suppliers and ordering things that are needed, so that workflows aren’t disrupted.

“Then we also have what we call the push economy,” says Khan. “AI’s power is in pushing and giving people head starts. So when you talk about AI algorithms and look at analytics, it’s about how AI can present to companies in the procurement space when they need to lock in favourable pricing on products and services, and predict when you are seeing potential fraud scenarios based on trends and patterns. You need a lot of data for those AI models to train on, which is why I say we’re in the early innings. It takes time, but it’s incredibly powerful when you get to that point.”

The benefits ahead

At such an exciting time for procurement, 2025 and 2026 look bright for leaders in this space. Not only procurement, but also supply chain and FinTech, are set to benefit from what AI can do with data. 

“There’s going to be a focus on how to capture and harness data, and feed it into AI in a way that produces results,” says Khan. “What we’ll see in the next two years is that AI has now learned from the data that’s been fed into it. You’re going to see higher-quality results and better outcomes. Again, I would caution companies to define the problem first. Then determine if AI is an absolute enabler and game changer. We believe AI can be an influencer and supercharger in terms of productivity. However, there needs to be specific use cases that make sense for corporations. 

“In 2025 and beyond, you’re going to see great technologies embedded into organisations that really work.”

Sylvain Rottier, General Manager at Tennant Company, explores how supply chain professionals are shoring up against labour shortages.

Europe is facing an ongoing workforce crisis that demands major solutions, meaning business leaders can’t really afford to wait.  The numbers are disconcerting: labour shortages across the European Union have grown from 1.7% in 2014 to 2.6% in the first quarter of 2024—a 53% increase that shows no signs of slowing.

Indeed, Europe’s demographic crisis seems to be accelerating, with projections indicating the continent will lose 95 million working-age people by 2050 compared to 2015 levels. For supply chain executives, this threatens operational continuity and competitive positioning.

The impact may vary dramatically across sectors, but few industries will feel the pressure more acutely than essential services like cleaning and facilities management. Annual turnover rates in janitorial services have reached 200-400%, creating a revolving door that diminishes institutional knowledge and operational effectiveness.

The impact beyond empty positions

Twenty-five percent of EU businesses now report production problems directly attributable to labour shortages, transforming what was once a staffing inconvenience into an operational constraint.

The financial implications are potentially severe. Companies experiencing 200% annual turnovers —unfortunately common in labour-intensive sectors—spend six-figure sums annually just on replacement hiring. This figure encompasses recruitment costs, training expenses, and the hidden price of reduced productivity during onboarding periods. However, these costs represent a small part of the problem.

Quality degradation becomes inevitable when organisations rely heavily on inexperienced workers. Higher error rates, missed cleaning protocols, equipment damage, and inconsistent service delivery damage customer satisfaction and brand reputation. In supply chain environments where precision and reliability are paramount, these quality issues can trigger costly disruptions throughout the entire network.

Perhaps most concerning is the competitive disadvantage that emerges when labour shortages force companies to reject new business opportunities. Constrained order books and inflated production costs create a vicious cycle where struggling organisations become less attractive employers, further exacerbating their staffing challenges.

From automation to intelligence

Traditional automation offered limited relief because it required extensive programming for specific tasks and was often an awkward-at-best fit for changing conditions. Today’s AI-enabled robotic systems represent a huge leap forward, delivering true operational intelligence that can learn and adapt, and also optimise performance in real-time.

Modern robotic platforms (such as BrainOS, which power Tennant AMR Machines) leverage machine learning algorithms to improve their performance based on environmental feedback and operational data. Unlike their predecessors, these systems can navigate complex, dynamic environments while avoiding obstacles, adjusting cleaning patterns based on usage data, and even predicting maintenance needs before equipment failures occur.

Integration capabilities have also come a long way. Contemporary AI-powered robots connect with existing warehouse management systems, inventory tracking platforms, and facility management software. This connectivity enables centralised monitoring, performance optimisation, and data-driven decision-making that extends far beyond the robots’ immediate task purpose.

The technology’s greatest advantage lies in its ability to maintain consistent performance standards. While human workers may struggle with fatigue, illness, or high turnover, AI-enabled robots deliver consistent results that enable accurate capacity planning and service level guarantees.

Implementation strategy

Successful AI-robotics deployment requires a shift in thinking from replacement to augmentation. The most effective implementations complement human capabilities rather than eliminate human roles entirely. This approach not only addresses practical concerns about workforce displacement but also maximises return on investment by leveraging the unique strengths of both human intelligence and artificial intelligence.

Smart organisations begin with pilot programmes that target specific, well-defined tasks within controlled environments. This approach allows teams to understand integration challenges, optimise workflows, and build internal expertise before scaling to full deployment. Critical success factors include ensuring compatibility with existing systems, establishing clear performance metrics, and maintaining open communication with affected workers throughout the transition.

The skills landscape is evolving rapidly, creating new job categories in real time. Rather than eliminating careers, thoughtful implementation transforms traditional roles into technology-empowered positions that offer greater career advancement potential and higher compensation. For sectors like cleaning services, which have long struggled with “dead-end job” perceptions, this transformation can meet turnover rates with higher-calibre talent.

Training programmes should prepare workers for collaborative environments where human judgment combines with robotic precision. These hybrid roles often prove more engaging and rewarding than traditional positions, creating career pathways that retain institutional knowledge while embracing technological advancement.

Building tomorrow’s competitive advantage

The demographic trends driving current labour shortages will intensify over the coming decades. Organisations that delay AI-robotics adoption risk falling behind competitors who embrace these technologies early and develop operational expertise while the market is still developing.

However, successful transformation requires more than technology acquisition. Companies must strike a balance between technological capabilities and the human touches that drive innovation, customer relationships, and adaptive problem-solving. The goal isn’t to create fully automated facilities but to build resilient, flexible operations that can weather demographic headwinds.

Leadership teams must think beyond immediate cost savings to consider long-term strategic positioning. AI-enabled robotics offers the foundation for sustained growth in an environment where traditional staffing models look  increasingly untenable. Early adopters will develop competitive advantages that compound over time, while late movers may find themselves perpetually disadvantaged in both talent acquisition and operational efficiency.

The question isn’t whether AI-enabled robots will reshape supply chain operations—that transformation is already underway. The critical decision facing business leaders is whether they’ll proactively shape this evolution or reactively respond to competitive pressures once their options become more limited and expensive.

Europe’s demographic winter demands timely action. For forward-thinking supply chain executives, AI-enabled robotics represents not just a solution to current staffing challenges, but a strategic foundation for long-term competitive success in a potentially shaky marketplace.

  • AI in Supply Chain

Nigel Pekenc, Partner at Kearney, gives us insights provide insights on current key trends in supply chain, as well as his thoughts on nearshoring and reshoring.

How are global supply chains evolving to become more resilient in the face of ongoing disruption, such as geopolitical shifts, raw material shortages, and logistics volatility?

“Supply chains are undergoing a fundamental shift from static, efficiency-led structures to adaptive, digitally managed ecosystems. Companies have moved beyond simply adding redundancy or diversifying suppliers. Instead, they are building globally distributed and closely connected networks, using real-time visibility and predictive analytics to spot vulnerabilities early and respond flexibly. Strong supplier partnerships in key locations and centralised digital control towers that compile multi-tier insights are now essential to manage disruptions ranging from geopolitical unrest to material shortages and transport breakdowns. The aim is no longer just resilience but adaptive responsiveness, enabling businesses to adjust their supply chains dynamically and in real time.”

    Nearshoring continues to gain attention but rarely replaces full-scale global operations. How do you see companies striking the right balance between proximity, efficiency, and cost?

    “Nearshoring has gained prominence, especially amid recent trade disruptions, but companies increasingly see it as part of a strategic mix rather than a full replacement. They strike the right balance by regionalising the most critical parts of the supply chain, particularly those sensitive to lead times, geopolitical risks, or local market demands, while continuing to source globally to maintain flexibility, secure essential inputs, and benefit from specialised production. This hybrid approach often takes the form of multi-node regional hubs connected by digitally coordinated networks. The key is segmenting the supply chain by disruption sensitivity, customer proximity and value-added stages, ensuring nearshoring delivers strategic value without adding unnecessary cost. This balance enhances responsiveness, optimises costs and mitigates risks.”

      What role are technologies such as AI, automation, and digital twins playing in enabling smarter, more adaptive supply chain networks?

      “AI, automation and digital twins have moved from buzzwords to essential pillars of responsive supply chains. AI-driven analytics process vast, complex data to provide predictive insights, enabling proactive action amid market shifts. Digital twins offer virtual replicas of supply networks for scenario testing and stress simulation before disruptions occur. Automation enables the rapid execution of these strategies through intelligent robotics, dynamic inventory control and agile manufacturing. Together, these technologies let supply chains anticipate and adapt to disruptions, turning agility from aspiration into reality.”

        With supply chains becoming increasingly multi-tiered and complex, what strategies are proving most effective in maintaining control, visibility, and risk mitigation across networks?

        “Complex, multi-tier supply chains demand more than standard digitisation; they require fully orchestrated digital ecosystems. Effective companies are establishing integrated digital control towers that deliver real-time transparency and decision-making clarity across all supply chain tiers, from raw materials to end-consumer distribution. Advanced data governance protocols ensure quality information flows seamlessly through well-defined channels. Moreover, clearly established risk categories aligned to decision-making tiers within organisations empower rapid, informed decision-making. In short, the combination of robust digital infrastructure, clear governance and aligned organisational structures is proving indispensable to maintain visibility, manage risk and achieve operational responsiveness at scale.”

          “The future of supply chain strategy will be defined by the interplay of continuous geopolitical fragmentation, accelerated regionalisation and persistent economic volatility. Companies must architect globally distributed, digitally empowered supply ecosystems that embed flexibility and optionality by design. AI-driven predictive tools and digitally enabled scenario planning will move to the centre of strategic supply chain management, allowing businesses to anticipate disruptions and shift resources dynamically and swiftly. Preparing for this future requires immediate investment in digital capabilities, organisational readiness for decentralised decision-making and development of flexible supplier ecosystems. Companies that proactively build these capabilities today will emerge with significant competitive advantages, able to thrive and seize market share in volatile global conditions while competitors falter.”

            • Digital Supply Chain

            Mark Wilkinson, Senior Vice President for OpenText’s Global Business Network, discusses AI-driven success in supply chains.

            AI in industry

            AI might be transforming industries, but its ability to drive accurate workflows relies on a foundation of reliable data. For those working with supply chains, this data can generate assessments of global circumstances and highlight upcoming disruption to operations before it’s felt by the consumer. 

            In the past year, extreme weather, trade disputes, and geopolitics have tested the limits of business preparedness. For example, in October 2024, it was estimated that the storms that hit Valencia caused damage to its farming industry worth almost £1bn. That includes the produce lost and the rendering of underlying infrastructure as unusable. As the impact of the climate crisis drives an increase in natural disasters, supply chains must prepare for widespread disruption.

            Looking to 2026 and beyond, this trend is unlikely to change for the better. To best future-proof business processes, AI will be fundamental. But where should organisations start? 

            Which data is good enough?

            High-quality, accurate data is important for driving AI success in supply chains and providing users with accurate predictions. This enthusiasm is reflected in the expectation that the big data market will be worth over £300 billion by 2028. Despite this significant investment, most organisations, surveyed across industries, still face data-quality issues.

            At present, only 12% of data and analytics professionals believe that their company’s data is ready for AI adoption despite 76% recognising data-driven decision-making as a priority. To drive success in supply chains, this lack of readiness needs to change.

            Data preparation 

            Though action must be taken to remedy these concerns, companies shouldn’t view the quality of their own data as a blocker to innovation. Instead, they can ‘test’ the data before using it to drive insights.

            As a first step, it’s essential to identify the format and quality of existing data assets. With complete knowledge of all the information available, corporations can integrate AI tools that work with their data, instead of trying to fit it into incompatible solutions.

            Next, team leaders must be certain that their employees are trained on noticing hallucinations and changing processes to ensure accurate AI forecasting. Creation of the right procedures will feed into a successful long-term data governance strategy, ensuring full value is extracted by AI tools.

            For ongoing insights, directly reflecting global circumstances, data must be continually fed into AI systems. By setting up the extraction of data from a reliable platform, companies can ensure that the insights they receive directly correspond with the most pressing logistical concerns.

            Incompatible sources

            Strategic partnerships can bring essential expertise for agile transformation, helping companies to scale at speed and improve their assessment of risks. For instance, by integrating data from a partner organisation, visibility across the global logistics landscape will be increased. Concerns arise, however, when data is formatted differently at each company. To mitigate the chance of hallucinations, data-trained workers should be proactively advised to scan insights for duplicates, misspellings, and inaccurate information.

            Visibility

            For operational success amid an ever-changing global landscape, the importance of preparing and ‘cleaning’, data should not be understated. To ensure accurate insights are produced by AI tools, integrated solutions should be compatible with current data-formatting, proactively mitigating the chance of hallucinations. To derive full value, the same ‘cleaning’ procedure should be used for partner data. By taking the right steps at the beginning of the adoption journey, business leaders can drive effective insights, consistently being updated, to support future growth.

            • AI in Supply Chain

            Tony Hasek, CEO and Co-Founder of Goldilock, explores the future of cybersecurity across the supply chain.

            As global supply chains are restructured in response to economic uncertainty, rising tariffs, and geopolitical pressure, a new cybersecurity dilemma is coming to the foreground. The number of cyberattacks exploiting supply chain vulnerabilities is surging. 45% of businesses are expected to face software supply chain attacks this year. With three major UK retailers falling victim to cyberattacks within just 10 days of each other, the need for rapid action is clearly emphasised. 

            To manage cost pressures, procurement complexity, and disruption risk, many businesses have spent the last few years consolidating suppliers. This means relying more heavily on a select few. But while this strategy may offer operational simplicity, it also introduces unforeseen cybersecurity risks.

            When companies buy in bulk through a few key suppliers, it becomes harder to trace where individual components or services actually come from. The benefits of scale can quickly be outweighed by a lack of transparency. This creates openings for cyber threats – compromised hardware might be introduced without detection, unverified software and firmware can slip through, and oversight often breaks down across multiple layers of third-party subcontractor and vendor networks.

            Recent geopolitical shifts in global trade have added a new layer of complexity, forcing companies to quickly move to new suppliers in different regions – often building entire supply chains from scratch. In this fast-changing environment, organisations must ask: are software-only cyber defences still enough?

            Supply chain fragmentation is redefining risk

            Over the past decade, cybersecurity strategy has largely focused on digital defences: intrusion detection systems, firewalls, endpoint protection, and role-based identity management. These are all essential, but they rest on the assumption that all components of an end-to-end system can be trusted or at least detected if they pose a threat.

            As companies pivot to new vendors, particularly in critical infrastructure, telecommunications, and manufacturing, they inherit new digital dependencies often with little time or visibility to assess risk. A growing number of cyberattacks now originate, not from obvious threat actors, but from compromised supply chain components.

            In a recent survey, it was found that 55% of global supply chain professionals use a mix of local and global IT solutions, resulting in fragmented systems that create multiple weak points for cybercriminals. These threats include routers shipped with hidden backdoors, firmware with embedded vulnerabilities, or software libraries poisoned long before deployment.

            The infamous SolarWinds breach is a prime example where attackers injected malware into the company’s software build system for months before being detected. Because the malware was delivered through trusted channels, it didn’t appear as a breach to downstream customers – reinforcing the dangerous assumption that a well-known software supply chain couldn’t be compromised.

            This is the challenge now facing every CIO and security lead. With the global supply web constantly shifting, the threat vector has moved upstream, and it’s becoming increasingly difficult to tell which components are compromised until it’s too late.

            The blind spots in modern cybersecurity

            Geopolitical pressures and economic instability have accelerated supplier diversification. As a result, organisations are often forced to onboard new hardware and software partners on compressed timelines. This leaves less room for thorough due diligence. The bigger challenge, however, is ensuring that pre-compromised components don’t make it through the door in the first place.

            Modern cybersecurity tools excel at monitoring and responding to suspicious behaviour, but most still work reactively. If malicious code runs inside a network or access credentials are stolen, it’s up to the software to identify, isolate, and shut down the threat. This approach assumes detection happens quickly, before the attacker has had time to move deeper into the system.

            Unfortunately, lateral movement – when attackers quietly expand their access across a network – is one of the most damaging and least understood stages of a cyberattack. Even a foothold in a non-critical system can lead to privilege escalation, data theft, and the compromise of sensitive environments. While software defences can slow this process, they often struggle to stop it entirely.

            This is especially true in the case of state-sponsored attackers and advanced persistent threats (APTs), which use highly sophisticated methods and zero-day exploits that are designed to bypass detection or lie dormant until the right opportunity arises. If the initial breach comes from a trusted supply chain partner, it can slip under the radar for months hidden behind software that appears safe and behaves normally, until it’s too late.

            Why physical isolation matters now

            This is where physical network isolation enters the conversation. Not as a throwback to air-gapped systems of the past, but as a modern, strategic layer of defence. For years, organisations have used software-based methods like network segmentation and logical separation to compartmentalise systems. While valuable, these approaches are still vulnerable and can’t guarantee complete control. Physical connection control takes isolation further, enforcing a dynamic, hardware-based barrier – essentially a modern air-gap – that offers true separation and resilience against advanced threats and supply chain compromises.

            At its core, physical network isolation does what software alone cannot. It completely severs the potential for any unauthorised communication. Systems can be placed entirely offline or connected only via out-of-band controls that are not susceptible to remote compromise. In other words, even if an attacker manages to breach a system or sneak in through a compromised component, they cannot pivot elsewhere because there’s simply nowhere to go.

            In high-value environments, such as critical infrastructure, government networks, and financial systems, this approach is increasingly being revisited. The logic is simple: certain systems are too important to risk. They must be ringfenced, not just monitored.

            Advances in control technologies now allow for dynamic physical disconnection. This enables systems to be securely reconnected for updates or access without maintaining constant exposure. It’s a modern interpretation of air-gapping, dynamic and perfectly adapted to today’s operational demands.

            Resilient by design

            A system that is physically unreachable provides a level of assurance that software-based defences alone cannot match. This makes physical isolation particularly valuable when built into supply chain security protocols. Systems receiving data or code from third-party vendors can remain physically segregated until fully verified, while backup infrastructure can stay completely offline until needed. Even control systems can be made unreachable from external networks, removing the risk of remote hijacking.

            To be clear, physical isolation isn’t a silver bullet. But when it can be configured on demand, it becomes a critical layer in both threat mitigation and business continuity. It serves as a proactive first line of defence, a reactive last line of defence, and a practical way to limit the scope and timing of any potential attack.

            In cybersecurity, layered defence is essential. Firewalls protect the perimeter, detection tools monitor activity, and identity systems control access. But if those are compromised, what’s left to protect the core?

            Time to rethink what “secure” really means

            As the digital and physical worlds become more intertwined, organisations must evolve their definition of cybersecurity. Only 30% of businesses report prioritising a secure, connected system for their supply chain. This indicates that more needs to be done. Software tools will always play a critical role, but they should not be the only line of defence. This is particularly true in an era where a single compromised component can trigger a cascade of consequences, all the way up to a network-wide breach.

            Physical network isolation doesn’t replace modern cybersecurity, it reinforces it. In a future defined by volatility and hyperconnectivity, businesses must ask not just “can we detect threats?”. They also have to ask “can we better control them and contain them when detection fails?”

            For those willing to embrace a multi-layered strategy that includes both virtual and physical controls, the answer will be yes.

            We caught some precious time at Kinexions with Jennifer Dorsch, who outlines the transformation programme underway there.

            If ever there was a company that embodied the transformational spirit of Kinexions, it’s Syensqo, the Belgian multinational materials company. Established in December 2023, through the spin-off from Solvay, Syensqo is both emerging from its legacy company, whilst simultaneously transforming its operations during an era of unprecedented disruption. A challenging situation to say the least.

            Jennifer Dorsch is the Global Head of Supply Chain Center of Excellence at Syensqo; a woman who by her own admission is “transformation driven” and skilled in operational leadership, process optimisation and leveraging technology to achieve best-in-class performance. She is seeking to spearhead global transformation initiatives, enhancing efficiency and growth through streamlined processes, systems and strategic simplification.

            An inspirational leader

            A results-oriented senior executive, and a former Supply Chain Excellence Director at Solvay, Dorsch has a proven record of leading high-performing teams, driving impactful change and delivering measurable results spanning the industrial, supply chain, and finance functions. “As Head of the Global Supply Chain Center of Excellence at Syensqo, I spearhead transformation of the E2E supply chain,” she explains, backstage at the Fairmont Hotel, Austin. 

            The core values of the CoE are based on creating an efficient and resilient supply chain through simplification, standardisation and harmonisation with efforts prioritised in support of company objectives. “We measure the benefits of transformation through supply chain improvements and cost savings and deploy effective change management strategies to ensure adoption of new systems and processes aimed at improving KPIs in support of company objectives,” she reveals. “We also created accountability in support of change management.”

            Jennifer Dorsch, Global Head of Supply Chain Center of Excellence at Syensqo

            Emerging from a legacy

            Syensqo recently split from Solvay representing specialty chemicals while the commodity side remains Solvay. “The split of the company put us right into a transformation and the first challenge to be tackled was planning. And so we’re now using Kinaxis Maestro as a foundation for that. We’re taking it as an opportunity to bring all of our business units into a harmonised way of working through one platform. These are five business units that did things entirely differently. They didn’t even know who each other were and yet now they’re working together. This is quite transformational,” she enthuses.

            Of course, there are challenges to implementing any kind of transformative program and change management nearly always tops the poll as the most demanding. “The hardest part is the change management. There were folks that couldn’t understand, couldn’t envision what it was going to be like. Everyone naturally feels that their way is unique and often don’t understand the other parts of the business. But change takes time. We had to create platforms for the teams to get together across the businesses to view the details because supply chain is very detail oriented. Supply chain professionals like to see the facts and to see how each other works in order to understand how valuable it would be for each of them to change the way they work to come together.”

            According to Dorsch it’s vital to bring the people along with you on the journey. “It can’t be top down. They need to understand why and they need to feel it. However now there are more and more asking for it. Now they’re asking for Maestro and Kinaxis, which is great.”

            Agility is key

            So, how has Maestro enhanced agility and resilience and efficiency at Syensqo? “Well, it’s going to help us with the transparency, primarily. We will now have the information at our fingertips to make decisions in real time. We’ll be able to pull more of our planning upstream. Constraints realised further upstream in the planning relieves the pressure of the plant floor where it’s quite busy. The plant floor will be much, much calmer I would say.”

            Maestro is also able to enhance the customer side too. “Our customers will certainly see a difference,” she reveals. “Our service levels will see a real improvement too. We’ll be making the right inventory and have it in the right place at the right time, ultimately improving business outcomes. Working capital and customer service will also improve.”

            The people

            A lot of what’s been happening at Kinexions is technologically rooted, but the power of people is also being stressed as vital in these major transformation projects. “Oh they are,” she affirms. “People are stressed. They need to feel protected. And the Kinaxis teams have done a very nice job of helping the teams feel supported by giving them examples of other companies that they’ve done this for. This lets them know it’s normal to feel stressed and to not be sure until you go live. However, you need to let them know that you’re there for them. The more examples they go through, the more comfortable the users feel. But it does take time.”

            Disruptive and volatile as these times are, at least a platform such as Maestro gives users the ability to meet some of these daily challenges. “Yeah, it certainly does. I mean, the way we’re able to handle resiliency currently is that people have to work a lot harder. But the way we’re going to be able to handle resiliency going forward, when we have challenges, is going to be completely different because we’ll have such better transparency in our ability to react and respond. We will definitely adjust our focus onto using AI to make the decisions. All the routine decisions will be automated through AI and AI agents.” 

            So, what would Dorsch say to those supply chain leaders who have yet to make the leap into harnessing emerging technologies? “I would say think about the people that are working in the supply chain and improve their quality of life. The more you give them to make their jobs easier, the less stress there is on them. Let the system take the stress, not the people. It’s a way to retain your top talent. I would turn it more in that direction. Not to mention the fact that you get to improve outcomes for customers, financial statements, all of that, but crucially for your employees too.”

            Kinaxis, the supply chain orchestration platform developer, is leveraging agentic AI in both its world-renowned Maestro platform and beyond. SupplyChain Strategy sat down with Andrew Bell, Chief Product Officer at Kinaxis, to learn more…

            Kinaxis’ Maestro is billed as an AI orchestration platform that revolutionises how supply chain leaders handle and use their data. Built upon three fundamental principles – supply chain data fabric, an intelligence engine, and the user experience – it serves to ease the challenge of gleaning actionable insights from broad data sets, as well as automating processes that are reliant on understanding shifts in that data.

            Through AI, it’s a system that users can speak with: ask Maestro a question about your data, and it will give you an answer in real-time. The AI-powered system can also simulate an endless array of scenarios, massively enhancing supply chain leaders’ capacity to prepare for the future against a backdrop of regular and often-decisive volatility around the world. Keen to learn more about the ways in which the firm is leveraging agentic AI in both Maestro and beyond, SupplyChain Strategy sat down with Kinaxis’ Chief Product Officer, Andrew Bell, backstage at Kinexions 2025, to learn more.

            The three AI disciplines

            Before we get into the finer details, it’s important to understand what agentic AI is and where it sits in the growing family of AI-powered technologies poised to reshape the world. “For supply chain, our view is that there are three AI disciplines that are highly relevant to what we do,” explains Bell, fresh from delivering a fascinating keynote speech to the assembled global supply chain leaders gathered in Austin, on agentic AI. “The first was predictive AI with machine learning, the second, more recently, was generative AI. Continuing on from there would be agentic and autonomous AI.

            “It’s not about any one of those on their own,” Bell continues, “but rather how they come together to deliver. When I think about agentic AI, it comes down to what we demonstrated in conference: the ability to chat with your data, to ask questions about your data, to get it presented to you however you want, all based on simple prompts. It’s actually a fusion of generative and agentic AI. There’s the agent that we built that works autonomously based on prompts from users; prompts that are then interpreted by the generative side.”

            According to Bell, when it comes to agentic AI, the real differentiator is the notion that it operates on its own, that it operates autonomously as a result of a user prompt or data change conditions. “The idea is that it’s able to make its own decisions as it progresses through a problem; that’s what I find so powerful about it,” he enthuses. “That’s how it differentiates from other forms of automation.”

            The democratisation of data

            While concerns abound regarding the disruption AI could bring to workforces, namely in headcounts and the nature of their work, Bell stresses that this form of AI, as with the others, is at its best as an enabler rather than replacer. “The first thing to say is that AI on its own, especially in the supply chain space, is not going to solve our problems,” he explains. “It’s not going to deliver the value. Its real value is its democratisation of data access through the combination of the data with tools that have the ability to access and use that data, with AI sitting on top. Then I can get to my data more easily and more quickly, and so can anyone else approved to use the system.

            “Users don’t need to learn a system, they don’t need to know how to navigate complex worksheets, set up filters and all the things you do in a traditional context. It means anybody, whether that’s an entry-level planner or a C-level executive can ask data-based questions, run a scenario or a simulation or execute something with less friction. I see it as a democratisation of the power of data and as an accelerant.”

            That sense of democratisation extends beyond Kinaxis’ internal use and development of its agentic AI systems, with customers and partners joining the fold to inspire new and iterative action. “We’ve approached it by building an agentic framework first, and that allows for the creation of agents and the running and execution of agents,” Bell elaborates. “That’s step one. Now we’re building our own out-of-the-box agents on that framework, as well as opening that framework up to our customers so they can build their own agents.  Customers know their business best, and there might be use cases that they want to apply an agent to that we haven’t thought of yet. They’ll now have the ability to do that.

            “From there, we’re using our customers and the challenges they share with us to figure out what we can build or iterate upon next. We’ve started with the ‘chat with data’ agent. Because that was the number one thing: get me access to my data. The next thing is the ability to evaluate two options and execute a change. Merck, who we’re working with, shared an agent that essentially detects late supply and takes corrective action.”

            Bell is evangelical regarding the adaptability of its AI framework, allowing agents to be used in isolation, or strung together. “It’s purely going to be based on the natural language prompt from the customer,” he reveals. “The framework will know all the different agents I have access to and so it can either do what the user is asking with those agents or suggest a combination of those agents.”

            Data is the key

            Data is the crux that all AI roads lead to and stem from. Without high-quality data, AI isn’t capable of delivering on its potential. Creating robust frameworks, exercising high levels of data hygiene, and structuring data stores in an AI-ready fashion are paramount in both the development of agentic AI and the application of those tools. For both developers and users, Bell stresses the fundamental importance of getting that data piece right. He notes, too, that its applicable advice no matter where individuals and organisations are in their AI journey. “There is the ability to start from any position on that journey,” says Bell. “It doesn’t have to be a big bang or a one-size-fits-all. No matter what, though, it is about the data. The agents, the automation, whatever it might be, is only going to be as good as the data that it can access. 

            “Step one is to understand the problems you’re looking to solve and figure out which data that system would need. We have capabilities that simply do exception reporting where you can implement predefined automations where your team has said ‘these are some processes that we execute on a regular basis, and we have the data, so automate it’. You can then move up the journey and say, ‘No, we’re ready to implement agents and we’re going to start using some proven native ones before going all the way to making our own.’’

            “The good news is that some of the foundational requirements apply no matter where you start in the journey. Getting the data and having the right tools in place are going to benefit you across the whole journey. From Covid to more recent impediments to worldwide networks via trade war escalation, significant global interruptions and bottlenecks over the past several years have put enormous pressure on supply chains to adapt at pace. As far as disruptive influences go, agentic AI represents a welcome boon for those who can effectively wield its potential.”

            “At Kinexions 2025, we had a presentation from ExxonMobil that noted how people typically think about disruptions as a negative thing, but our job is to build a supply chain that excels at managing those disruptions,” says Bell. “When we do, we have a competitive advantage. Our job at Kinaxis is to provide the tools, systems and capabilities to deliver that competitive advantage to our customers. Disruptions are going to occur. That’s a given. We don’t know what they might be, but they’re going to happen. If we’ve given you the ability to manage them effectively, that’s going to give you a strong competitive advantage.”

            Diane Melul, Sanofi’s Head of Global Supply Planning, talks us through supply chain transformation at the pharmaceutical giant

            French multinational pharmaceutical leader Sanofi has quite the storied history. Having been the first global supplier of injectable polio vaccinations, it has a long-established reputation for driving disruptive, impactful and historic change.

            Against a backdrop of volatility that has come to define the modern supply chain, Diane Melul, Sanofi’s Head of Global Supply Planning, is orchestrating a transformative strategy that will enhance the company’s supply chain rigor and flexibility while maximising its capacity for delivering its vital medicines to patients.

            Speaking with SupplyChain Strategy at Kinexions 2025 in Austin, Texas, Melul hails the company’s digital twin solution as a turning point in creating an interconnected and robust global supply network. 

            Maestro enables Sanofi to simulate its global network across millions of hypothetical scenarios. The data and insights gleaned from the system have enhanced planning, agility, and integration across its supply chain network, and significant new efficiencies have been realised. Accuracy across planning has increased substantially, while real-time insights allow for optimised inventory management. The digital twin has also highlighted pain points across the production process, enabling targeted actions that have decreased process variability and reduced lead times across the cycle. 

            It’s a journey

            “We started our journey something like eight years ago with the demand planning implementation, which has been quite successful,” says Melul. “We have around 110 markets and we’ve been deploying across all of them. So that was the first part, and then came the supply part, which is definitely more complicated to implement.

            “One of the key points we’ve been learning is that effective integration is key across processes and the wider organisation. In recent implementations we’ve been working collaboratively across the business to ease the process, and we’ve been seeing much more adoption in everything because there’s clear interconnectivity.”

            A key benefit for both supply chain and the wider business is the level of preparation that Maestro affords. Not only does its simulated scenarios provide crucial guidance for planning, but also for optimised reactions to surprise situations. “We love running these simulated scenarios,” continues Melul. 

            “That’s one of the benefits we’re getting across our complex network. We have around 40 manufacturing sites and we’ve got them connected with the markets and all the simulations we’re running. It’s allowing us to conduct a lot of parallel processing, and the decision making-process with regards to integrated business planning (IBP) is much easier than it was before we built this interconnection between different parts of the business through Maestro.”

            Agility and resilience have also benefitted, especially where forecasting is concerned. “We also have a new process that will make sure we are more agile and reactive, with full visibility of the markets. As we have mapped manufacturing and markets, we can also get a full signal of what is coming next, the alerts, and how we can react. So that’s part of what we have embedded in our processes.”

            Diane Melul, Sanofi’s Head of Global Supply Planning

            A single source of truth

            A considerable benefit to all of this is the establishment of a single source of truth that’s available across the global network, fostering greater accuracy but also stronger collaboration across what had been disparate and siloed business functions. “A single source of truth is really important,” Melul explains. “We are going beyond the supply chain, too, with a single source of truth that is transmitted through to finance teams and beyond.”

            This heightened alignment allows for clearer and more confident decision-making, and greater communication across the business. Melul has overseen considerable efforts to ensure this opportunity for greater interconnectivity hasn’t gone to waste. “We have created strong standards, and we have to bring people together from across teams to work as one. Whether we’re talking about marketing, planning, site planners, supply planners, they’re all in the same team. It provides opportunities to learn from each other, and they have a sense of community that helps everyone to upskill and grow. That’s a big part of what we’re seeing.”

            It’s not as simple as dropping a new tool in people’s laps and expecting seamless integration, of course, and Melul speaks candidly about the importance of managing such change effectively. “It’s a journey,” she says. “We have to make sure we are helping people to learn how to play with this tool, how to get the most out of it. We have to make sure they see the benefits, how it will positively impact their work, how it’ll impact our delivery for our patients, how it’s going to make sure that, every day, every time, our patients get their product on time.

            “It’s really about making the link and showing them the end-to-end value where previous tools were not really giving us this visibility. Everyone was in their own silos, delivering to the next node without knowing what’s going next, and that’s no longer the case.”

            Change management

            It’s vitally important to create a sense of belief amongst teams when implementing tools like Maestro. Aligning process change, roles and responsibilities across the organisation and the tool is paramount, and Melul alludes to the sense that this groundwork can break the initial inertia that can be typical of these broad technological implementations. “We need to make sure we have strong and clear standards, that’s for sure, but we also need to listen to our people and make sure everything is aligned,” she explains. “People will then adopt the tool more readily when they see the value.

            “Overall, that’s the philosophy we’re trying to get to: showing them the value, the use case, how others are doing. That’s the best way to really get motivation to go above and beyond to make use of new functionalities. You then don’t have to push so much.”

            The implementation is not yet complete, with Sanofi’s vaccine manufacturing sites being the final frontier. For Melul, there’s excitement in being able to bring the learnings from the implementation thus far to this final stage. “It’s a long journey, but we’ve been learning, and we are targeting a bolder approach here to make sure we put everything together in one shot across vaccine manufacturing,” she enthuses. “That’s one of the learnings: the benefit comes quicker when the nodes are implemented in full. That’s what we’re targeting for the next implementation.”

            The future

            While that work is on the horizon, Melul’s attention stretches further. “Beyond that, we want to start investing more in artificial intelligence. We want to make sure we take advantage of new capabilities that can make the decision-making process more agile, to optimise the parameters, to get a proposal to override the master data. How are we doing in terms of inventory? Are we really setting the right parameters? Is the system capable of proposing something more interesting that could help us move in a new direction? That’s definitely the next stage for us after this implementation is complete.”

            Here Melul demonstrates a forward-thinking mentality that has become essential to supply chain leaders in these challenging times. It’s a time where agility is vital, but also where huge opportunities have opened up for supply chain professionals to take a greater hand in broader strategic direction. “There is definitely less stability,” she agrees. “If you like having challenges to face and opportunities to find new solutions every day, it’s both interesting and a way to differentiate yourself. We have to find solutions every day. 

            “It’s interesting because there is no stasis; there is continuous reinvention. Maestro is a tool that will support all of this, but it’s not the only one. If we have everything in terms of process and tools working well, we can spend more time on being disruptive in the way we are working, we can be more disruptive in the approach and think outside of the box.

            “In the last few years, with all these changes in the environment, we have learned how to be more disruptive in the way we approach the business, with positive and direct impact on the final business output: delivering for our patients. In the day-to-day, people want deliveries on time or sooner. Supply chain is making the difference, and we are playing a bigger role every day within the company. How can we make sure we deliver on those unexpected opportunities? How can the supply chain be more agile and be able to support those opportunities? 

            “We are seeing a real impact on business outcomes from that increased supply chain agility. I would say that the supply chain at Sanofi will continue to become more influential within the business. Sanofi’s evolution as a business means we will see the supply chain being more as an orchestrator, not only for the supply chain area, but for full end-to-end processes.”

            For supply chain leaders looking to take on their own bold transformational projects, Melul’s advice is to make sure the foundations are properly laid. “First, of course, get strong master data,” she advises. “Make sure you go step by step. There will be a lot of ways to improve as you proceed. I believe that the adoption or transformation is easier when we get the time to explain where the benefits will be, and we can get simple initial plans that we can improve and enhance day after day. Our quick wins setup ensures we are prepared enough to proceed and move ahead to the next stage. The ambition can stay very high, but we need to make sure we have the step-by-step approach to work in an agile mode. And start simple, but start now!”

            Lorenzo Romano, CEO of GCX Managed Services, explains the ways in which supply chain professionals can work around current challenges.

            The turbulence of 2025 has brought significant disruption to global supply chains, amplifying existing complexities and introducing new challenges. From a network management perspective, businesses are grappling with regional compliance standards, the security of third-party data and applications and the logistical difficulty of tracking assets worldwide, including in remote ‘dark spots’. These are no longer isolated technical concerns; they are central to business continuity and operational resilience. 

            Ongoing challenges, intensified by recent volatility, should prompt businesses to reassess their strategies. As cross-border operations become more critical, agility – both technological and strategic – will be essential to navigate shifting economic conditions. Those unable to adapt may find themselves facing further obstacles, especially those unable to differentiate or scale effectively. Reinforcing this point, research shows that 70% of businesses are planning to increase their investment in supply chain technology, driven by the promise of enhanced reporting, advanced analytics, improved system uptime and more seamless integration capabilities. 

            The role of MSPs in business resilience

            Managed Service Providers (MSPs) are playing a pivotal role in helping businesses navigate this uncertainty. Their value extends beyond technical support to encompass strategic guidance and operational transformation. A recent Gartner study reveals that 61% of executives view technology as a key competitive advantage in supply chain operations, while 20% highlight the importance of emerging technologies in driving supply chain innovation. The report also emphasises the need to strengthen supplier relationships as a strategic priority. 

            In this context, MSPs are playing a pivotal role in helping organisations reassess and realign their supply chain strategies. They support efforts to diversify supplier networks, facilitate scalable technology adoption and cultivate strategic partnerships, all of which are essential for building resilience in the face of ongoing market volatility.

            Securing the supply chain with Zero Trust 

            A key component of supply chain resilience is the adoption of a global Zero Trust framework. When supply chains span multiple jurisdictions and involve numerous third parties, traditional perimeter-based security models are no longer fit for purpose. Zero Trust continuously verifies every user, device and application, regardless of location, thereby minimising the risk of breaches and ensuring secure access to critical systems and data. 

            MSPs play a crucial role in implementing and maintaining these architectures, leveraging their established relationships with regional suppliers and vendors worldwide. This enables businesses to more effectively deploy Zero Trust frameworks and strengthen their defences against increasingly sophisticated threats.

            Building ecosystems for long-term success

            Success depends not only on technological infrastructure but also on the strength of a business’s vendor and partner ecosystem. MSPs contribute to building these by focusing on value-added services that go beyond traditional IT support. By cultivating collaborative relationships and aligning with partners who share a commitment to innovation and agility, businesses can better withstand disruption and maintain operational continuity. 

            While supply chain volatility is inevitable, it does not have to be debilitating. With the right blend of innovative technology, Zero Trust security and resilient partner ecosystems, businesses can remain agile and competitive. MSPs are central to this effort, helping organisations build the operational strength and adaptability needed to thrive. As 2025 continues to unfold, it will be the capacity for rapid adjustment and strategic foresight that defines long-term success.

            SupplyChain Strategy sits down with Ronald Kleijwegt, CEO at Vinturas, to explore the impact of recent tariff changes and geopolitical disruptions on global supply chains.

            Donald Trump’s global trade war seems to be in a lull right now. Reciprocal tariffs between the US and China have paused, the US auto industry managed to compel the Trump administration to ease its levies on cars and vehicle components, and a successful trade deal between the UK and US has de-escalated transatlantic tensions somewhat. Friction between the US and EU, as well as with Canada to the north, remain high, however, and if there’s one thing the last four months have taught supply chain leaders, it’s that when it comes to the current US government, it’s unwise to take any amount of stability for granted. 

            To take stock — as well as to try and understand what supply chain leaders can do to navigate periods of intense disruption — SupplyChain Strategy sat down with Ronald Kleijwegt, CEO at Vinturas, a Netherlands-based company that develops supply chain network software intended to provide real-time end-to-end visibility for supply chain and logistics teams. While our discussion focused on the impact of recent tariff changes and geopolitical disruptions on supply chains Kleijwegt was keen to highlight the fact that supply chains have always dealt with unpredictability and pain points of one kind or another. Citing examples like the Fukushima earthquake and the Eyjafjallajökull ash cloud, Kleijwegt emphasised the importance of accurate data and technology for resilience to ensure that the supply chains of today survive to become tomorrow’s success stories. 

            SupplyChain Strategy: Ronald, could you help us set the stage a bit? I think it’s important to recognise that we’re operating in an increasingly unpredictable environment with a lot of pressures and headwinds. Then there’s always some specific context defining the exact moment we’re having these conversations. For example, in the last couple of days, we’ve seen restructuring in the US–China tariff relationship.

            Still, uncertainty remains very high. Things are changing all the time. Could you give us a sense of where things currently stand with the latest tariff developments and what that means for organisations trying to stabilise their supply chains?

            Ronald Kleijwegt: “Happy to. First of all, welcome to the world of supply chain! Maybe I’m getting a bit older, but like you said, today it’s about tariffs and trade relations with China. Tomorrow, it might be an earthquake somewhere in the world or another ash cloud grounding flights.

            “Although I now run an IT software company, I spent most of my career managing large, complex supply chain operations globally. For example, I was deeply involved during the Fukushima earthquake, which had a massive impact due to sole sourcing of components in Japan. The same happened with the Icelandic ash cloud that shut down airspace.

            “Now, we’re dealing with tariff changes in North America. There’s a 90-day grace period, but from a long-term supply chain management perspective, 90 days means very little. You’re still in reactive mode.

            “Since COVID, the dynamics of global supply chains have intensified. Crises are no longer isolated—they’re overlapping and constant. To respond effectively, organisations need the right data and information, fast. With that, you can be agile and resilient.”

            Ronald Kleijwegt, Vinturas CEO

            SupplyChain Strategy: Absolutely. One other point is that these disruptions often bring ripple effects, like new regulatory hurdles or customs red tape. Could you speak to how organisations can deal with that increasing level of administrative complexity?

            Ronald Kleijwegt: “It’s a good question, and the answer often depends on how governments choose to respond.

            “In North America, for example, tariffs have been increased across the board. In my experience, it’s more effective when governments try to attract companies by offering incentives—like tax breaks or subsidies—not by creating blanket penalties.

            “When I worked closely with governments, we had to educate them on how supply chains function. If you want to localise production, you need to lower duties on components and raise them on finished goods. That sounds obvious, but many countries still get it wrong.

            “The US is now imposing tariffs across the board—including on components—which can be counterproductive. Then there’s the customs infrastructure. In some countries, like Germany, it’s still quite archaic, and delays in implementation disrupt supply chains even further. Policy decisions might be made at a boardroom level, but the operational side often lags far behind.

            “A good example of a country doing things right is Morocco. They’ve successfully built a manufacturing ecosystem where over 65% of sourcing is local. This makes them highly competitive, especially with shipping access to South America and the US East Coast.

            “Ultimately, companies can adapt to tariffs and regulatory shifts, but they need stability. You can’t build strategy around constantly shifting policies.

            “At the end of the day, companies make decisions based on total landed cost, not just the price of production.

            “Adidas, for example, adopted what they called Smart Manufacturing. Fast-moving products were produced closer to demand markets, while slower-moving items remained centralized, even if it meant slightly higher costs. It worked because the overall cost-efficiency improved.

            “The problem isn’t just tariffs; it’s the constant change. You can’t build a company or strategy when the rules shift every 90 days.”

            SupplyChain Strategy: Do you think we’ve entered a phase where economic policy is more deeply politicised? 

            Ronald Kleijwegt: “What we’re seeing in the US right now is pretty unprecedented.

            “Historically, trade barriers and subsidies have always existed. Offshoring to China, for instance, was largely driven by subsidies that made manufacturing cheaper. Even the US took advantage of that.

            “But politics and trade are now more openly intertwined. Still, even with sanctions—take Russia as an example—trade finds a way. Goods flow through Dubai, Turkey, Kazakhstan, and so on. You can’t stop trade entirely.”

            SupplyChain Strategy: What do the next 12 to 18 months look like for supply chain organisations that want to improve visibility and resilience?

            Ronald Kleijwegt: “We’re in an ongoing crisis environment—COVID, wars, trade issues. But one positive is that supply chain now has a seat at the boardroom table. That recognition is growing.

            “Companies are also realising that visibility alone isn’t enough. They’re shifting from simple dashboards to full-scale network solutions that connect their entire ecosystem. That’s how you get high-quality data, and that’s how you make AI and automation work effectively.

            “More companies are coming around. It’s not just about having the latest tech; it’s about transforming how supply chains operate.

            “Change is coming. And, for those that embrace it, there’s a big opportunity.”

            • Risk & Resilience

            Cyrus Gilbert-Rolfe, Chief Commercial Officer at Kezzler, dives into how supply chain professionals can prepare for the future by standardising their data.

            In today’s world of fragmented value chains and increasing uncertainty, supply chain disruption is no longer an exception – it’s sadly, often, the norm. Whether due to global conflicts, climate events, pandemics, or regulatory pressure, businesses must now operate with agility and foresight. And at the heart of this transformation lies a simple but critical need: data.

            More specifically, the ability to capture, share, and interpret granular supply chain data in real time is becoming a cornerstone of operational resilience, sustainability, and regulatory compliance. That’s where EPCIS 2.0, GS1’s visibility data standard, comes into play.

            Unlike its predecessor, EPCIS 2.0 reflects the reality of modern supply chains. It supports richer, more structured data, enabling interoperable traceability across systems, stakeholders, and borders. 

            Digital traceability is no longer optional

            The demand for traceability is growing exponentially. Consumers expect to know where their products come from, under what conditions they were made, and how they can be reused or recycled. Regulators, particularly in the EU, are implementing frameworks like the Digital Product Passport (DPP) to enforce such transparency.

            These shifts introduce massive data requirements that legacy systems were never designed to handle. Fragmented systems, paper-based processes, and non-standard formats not only increase inefficiencies, but they also make compliance, sustainability, and recall management nearly impossible to scale.

            EPCIS 2.0 is built to address this. It provides a common language for supply chain events, allowing businesses to capture detailed, event-based data such as where an item was shipped, under what temperature conditions, or which batch of raw material was used. This level of insight can be the difference between a swift product recall and a full-blown crisis.

            From compliance to circularity: What EPCIS 2.0 enables

            The relevance of EPCIS 2.0 extends far beyond compliance. Its core capabilities are based on capturing the ‘what, when, where, why, and how’ of each product movement or transformation, making it a foundational tool for the circular economy.

            • Sustainability: By embedding certifications, sustainability claims, and environmental data into digital events, companies can provide transparent proof of product provenance and lifecycle impacts.
            • Recall and risk management: When a problem arises, whether a contaminated food ingredient or faulty component, companies can immediately isolate and trace the affected batches, minimising financial and reputational damage.
            • Product lifecycle management: By tracking items from production through repair, resale, and recycling, EPCIS 2.0 supports extended producer responsibility and enables efficient returns or refurbishment programs.

            Crucially, this level of traceability is achieved not through bespoke integrations or proprietary software, but through global standards, enabling seamless interoperability across borders and industries.

            A real-world example: Building a data marketplace at scale

            The journey toward end-to-end digital traceability can be complex. But when done right, the benefits extend far beyond logistics.

            Take the case of Migros Group, Switzerland’s largest retailer. Facing challenges around fragmented data, inefficient returns processes, and lack of supply chain visibility, Migros set out to modernise its operations – not through piecemeal tools, but through the creation of a centralised Logistics Data Marketplace based on EPCIS 2.0.

            This initiative involved:

            • Assigning unique digital identities to each returnable transport item (RTI), enabling precise tracking and reuse.
            • Automating data capture using RFID, which reduced reliance on manual entry and minimized errors.
            • Capturing EPCIS event data for key steps like aggregation, shipping, and receiving – allowing for full visibility of every batch, pallet, and shipment.

            The result? Improved shelf availability, reduced waste, faster goods receiving, and a stronger foundation for sustainability reporting. Most notably, the data was not siloed – it was made available through a collaborative platform where all stakeholders, from manufacturers to distributors, could access the same real-time insights.

            How supply chain leaders can prepare

            While EPCIS 2.0 is technically advanced, its real power lies in its simplicity: using shared standards to enable shared visibility. But to implement it successfully, companies need to follow some strategic steps:

            1. Start with your business problems: Whether it’s improving inventory accuracy, meeting regulatory demands, or enabling product take-back schemes, your use case should drive your data model – not the other way around.
            2. Map your critical process steps: Identify where visibility matters most. For example, in a cold chain, temperature monitoring at transit points may be critical. In manufacturing, the transformation of raw materials into finished goods is key.
            3. Model visibility events: Using EPCIS’s event types you can structure how each step is tracked, verified, and shared.
            4. Use the Core Business Vocabulary (CBV): Adhering to standardised vocabulary ensures your data can be understood and used by partners and regulators alike.
            5. Enable interoperability through Digital Link: Combining EPCIS 2.0 with the GS1 Digital Link standard allows serialized product data to be directly embedded into on-pack codes, creating a bridge between physical products and digital data.

            Looking ahead: A foundation for resilience

            The convergence of regulation, consumer expectation, and technology is changing how businesses think about supply chains. What was once an operational back end is now a strategic asset – central to reputation, revenue, and resilience.

            By adopting EPCIS 2.0, companies are not simply responding to change – they are laying the groundwork for a future-ready infrastructure. This approach enables real-time, data-driven decision-making, facilitates transparent product journeys that help build consumer trust, and allows for faster, more accurate responses to disruptions. Additionally, it fosters smarter collaboration across supply chain networks, ensuring all stakeholders can operate with a shared understanding and greater agility.

            The stakes are high, but the opportunity is greater. For those willing to embrace data standardisation and traceability, EPCIS 2.0 offers a clear and powerful path forward.

            Meet, greet, and learn from fellow IT professionals at VISIONS CIO + CISO Leadership Summit on the 28th to the 30th of April 2025. At the Allianz Stadium in London, you’ll discover the newest solutions and strategies on the market, while making meaningful connections with your peers.

            Over the course of the VISIONS event, attendees will have access to over 30 presentations and eight different sessions, as well as panels involving numerous expert speakers, and peer-to-peer roundtables.

            Interface Magazine is thrilled to announce that our magazine is a media partner of VISIONS UK! For the CIO + CISO Leadership Summit, VISIONS is offering a VIP code for our readership. Secure your free pass here and use the code INTF-VIP for the full VIP experience!

            Taking the challenge out of change

            The pressure to modernise is at an all-time high, but the VISIONS CIO + CISO Leadership Summit provides a welcoming and informative atmosphere for you to learn about updating your systems, tackling cybersecurity threats, and building AI strategies.

            The event is reserved for executives, and aims to support your professional and departmental goals across the board. The programme is tailored to enlighten, educate, and support CIOs and CISOs in their technology journeys.

            Agenda

            • Eight sessions
            • 30+ presentations
            • 30+ speakers across panels, fireside chats and peer-to-peer roundtables

            Alongside your free pass, use the VIP code INTF-VIP to also gain access to the following:

            • Complimentary accommodation for one night
            • On-site food and drinks provided
            • Multiple networking receptions with open bar
            • Travel reimbursement

            Designed to address your challenges

            This event aims to put an end to the usual wandering around the exhibition hall in order to find the information you want. During registration, you’ll have the chance to explain the current challenges you’re facing in business, and Visions will do the hard work in arranging meetings with a tailored set of solutions providers. You’ll be connected directly with the people who can help, in a bespoke, no-pressure environment.

            Register today! Click here to book, and use our unique media partner code for VIP treatment: INTF-VIP

            We chat with the CIO of Urenco, Sarah Leteney, about the ways this unique business leverages technology, and the big difference a small team can make.

            Urenco does things a little differently. It has to. It supplies uranium enrichment services and fuel cycle products for the nuclear industry – a niche that requires a lot of specialist care and attention. Urenco has a clear vision for the net zero world. A world in which carbon-free energy is the norm. And for its CIO, Sarah Leteney, this means approaching the world of technology in different and interesting ways.

            Leteney speaks exclusively to Interface Magazine about what it means to operate IT in a high-risk environment that requires an enormous amount of consistency. She also discusses the types of systems that are vital to Urenco, how the business leverages suppliers, bringing in the most talented possible people, and how Urenco balances a small team with a high pressure environment.

            How does the role of CIO within the nuclear industry differ from one for a consumer goods company?

            Most CIOs spend their time thinking about how to talk to customers through the rapid exchanges that are needed to maintain the flow of high volumes of traffic. They need to know how to keep up with their competitors in terms of customer experience and how to quickly bring new products to market.

            At Urenco, we are quite literally the polar opposite of this. We are concerned with the consistency and timeliness of highly individualised communications with our customers, how internal control software can enable the accurate flow of information to our regulators, and how to support our teams to keep track of every gram of raw material, and product in our organisation. Our systems are vital to keep our operations safe and reliable. It is not fast-paced – rather a very careful and considered environment where accuracy is everything.

            What is it like to enable and provision services in such an environment? Can you keep in touch with market trends? Is there much recognition of what you do?

            I work in a high threat environment and there are many special considerations to understand. There is a certain cadence and rhythm to what we do and we have to work at a pace which suits the organisation, rather than keep up with the latest trends in the IT industry. Although, we do keep abreast of developments through networks such as Gartner and Aurora and introduce them where appropriate and relevant.

            In relation to the recognition of this role, like every other CIO out there, you are noticed more when something is not working properly. That said, Urenco is very good at making you feel as if you are part of something that matters. People readily ask you questions and understand when something is a minor glitch compared to something more significant. And we actively encourage people to report issues because that is how you get continuous improvement. Overall, the organisation takes care of my team, we’re not under siege when things go wrong and what we do is widely appreciated.

            What sorts of systems are you looking after and what are the challenges around these?

            We have all the same systems that you see in many other large organisations, plus a few really niche products used only in our industry. 

            Like lots of businesses, we are on a SAP journey, moving existing systems into S4. This programme impacts all parts of the organisation and we have to drive the changes forward from a business point of view. We consider the IT team an enabler for this work as it’s ultimately the transformation of our business processes which we are trying to facilitate.

            We also look after the information assets of the organisation – both the structured and unstructured data. Like many organisations, it’s an on-going process to work out how to extract genuine business insights from vast amounts of  historical data which has been stored in multiple places and not always in the most logical manner. We have a significant amount of historical information which still remains important (think plant designs and maintenance records, etc.) so effective archiving and retention policies are very much at the forefront of our minds. It’s so easy to over store or over classify information in an effort to be ‘safe rather than sorry’, but in reality, as well as increasing on-going costs, this sort of behaviour tends to make it harder to find what you need. We are investigating new technologies to help us search through our data faster and more effectively than ever before.

            We’re also currently extending into the Operational Technology sphere, sharing our experience and tools with our OT colleagues and directly addressing operational security challenges, investing significantly in our cyber defences to further strengthen our plant security services.

            What is it like to work in a company with a large turnover but a relatively small number of employees? How does that affect the service you provide?

            We try to think through what every employee needs from IT and provide them with the level of service their role requires, regardless of their position in the business. We are in the fortunate position where having fewer employees means individual changes to software, hardware, or SAAS costs tend to have a less significant impact on our profitability than in many organisations with higher staff complements. Many organisations have tiers of users which determine the level of service received. However, in our organisation, every minute of everyone’s time is important, as we don’t have many employees driving our engine forward. We are investing in our employee experience as one of the key organisational imperatives working alongside our colleagues in the People and Culture team, and this is going to be an on-going focus for us for the next few years.

            Whilst the company turnover is important, it is less of a driving factor for us in IT. We benchmark ourselves against what proportion of operational expenditure we are investing in IT and IS to ensure we invest an appropriate amount in IT for an organisation of this size.

            How do you work with your team to ensure they can provide the most effective service to the business?

            We are organised primarily around our production sites, with a centralised team to provide shared services like architecture and finance. The organisation is only two layers deep in most teams, so information flow is mainly managed by direct cascade. The senior team is made up of heads of shared functions and site IT managers, and opinions flow freely between them.

            Our IT Leadership team has a monthly two-day meeting where we come together in person. We sit together without our PCs and the constant pinging of information. This helps us to realign, to reprioritise matters, and include coaching and learning techniques. We all have daily pressures in our lives, and these meetings are about supporting each other and working effectively together. 

            Once a quarter we also visit one of our sites as a group, hosted by our IT site managers. This is critical to us because we cannot do our jobs without thoroughly understanding the experience of IT services on the ground. These visits also allow us to meet up with our business colleagues as part of their site leadership teams so we can exchange experiences and strategic thinking quite freely in person.

            We also run monthly townhall meetings for all members of the IT team, and invite our colleagues from Information Security to join us. We have found this to be a really valuable information exchange point. IS can hear exactly what we are saying to the wider team on the ground, so they can gain real insight into our issues first hand. Our key suppliers are also invited to these sessions on a quarterly basis, again to foster free exchange of information.

            How about diversity and inclusion – what are you doing within that area and what have you achieved?

            This is one of the biggest areas I would like to tackle further. Within our company, like the whole of the nuclear sector, the age of our employees is increasing year on year as we have a very low employee turnover. So we have a small number of vacancies on an annual basis and we are working hard to get a better talent pool for when these opportunities arise, reaching out to people with a wider range of backgrounds. 

            Our strategy includes blind sifting, engaging with people who have had periods of time out of the workplace and may need to work certain hours, and being open to job-sharing. It is possible for us to be very flexible and we are trying to ensure this is known out in the world of recruitment.

            One area we are doing really well in right now is neurodiversity. We have a significant proportion of our team who identify as neurodivergent and a new staff network focussing on the specific issues of importance to this community was actually started by a member of our team.

            I’d love to see an ethnicity and gender mix in the future which is closer to the population norms in each of our operating countries and I’m pleased to say that our talent acquisition partners are working hard to promote our roles in new talent pools with a much more diverse population. 

            How do you work with your suppliers to maintain a good relationship with them?

            We’re currently in the process of diversifying our IT supply base. We have had a couple of really strong suppliers for a long period of time who work very closely with us, but what we are aiming to do now is widen our group of key suppliers to create a supplier ecosystem consisting of four different types of partner – Advisory, Development, Configuration, and Support. A key part of this initiative will be about embedding the behaviours we would like suppliers to demonstrate when working with us to create an inclusive and transparent relationship, which we are progressing through setting up a Urenco Academy to provide initial onboarding and on-going behavioural reinforcement of Urenco’s core values across our partnerships.  

            You recently won a CIO 100 award. How did that come about and what reaction did you get from people who know you?

            The CIO 100 award came about through my external mentor asking me why I wasn’t looking at it! He encouraged me to put myself forward for consideration. Sometimes you need a bit of a push from a critical friend to remind you that whilst you see how much remains to be done, it’s good to acknowledge the great results you have already achieved.

            The most gratifying thing about the whole experience for me was that you are judged by really experienced CIOs, so they fully understand the complexity of what you do. I’m incredibly grateful and humbled to be included in such an inspiring group of people, who are all wrestling with organisational struggles and trying to keep up in a fast-paced world, solving problems all day, every day. 

            My colleagues were delighted for me and sent lots of congratulatory messages. I think my team were slightly surprised because they also don’t always see what a good job they are all doing. One of them was even inspired to send an AI-created poem in celebration!

            Urenco gave me the opportunity to take on a challenging and exciting role initially as an interim CIO. They chose to promote from within despite having strong external candidates, and not only that, but they asked if I would like to have a mentor in my first year to help me to cement the skills I wanted to strengthen for my own peace of mind. I’m not sure what else I could have asked for from this organisation. When I look at the award all I really think, looking back over the last three years, is ‘how amazing is that’!

            Read the magazine spread here.

            Xerox has been a household name for decades. For many, it’s associated with photocopiers and printers. After all, it’s the…

            Xerox has been a household name for decades. For many, it’s associated with photocopiers and printers. After all, it’s the largest print company in the world. But it’s also a technology powerhouse that’s been at the forefront of a great deal of innovation. It has undergone a journey of evolution and reinvention into an IT and digital services provider. That’s what led to the business acquiring a large managed service provider, Altodigital, in 2020. 

            Derek Gunton has spent nearly 20 years in the technology sphere. He came to Xerox as part of the Altodigital acquisition. Altodigital also started out as a management print organisation and evolved into the IT services side, so its journey mirrors Xerox’s in many ways. “Now, as we move into the next technological age powered by AI and automation, we’ve put ourselves in a good position,” says Gunton. 

            “Xerox continues to evolve as a company. It recently announced the acquisition of another large managed services IT business called Savvy, which will double the size of the IT services business. That gives us a lot of speciality, a lot of scale, and prepares us for that leap into the technologies of the future.”

            Supporting Lanes Group’s technology

            Xerox has been supporting Lanes Group in its own growth journey for a few years now. It doesn’t provide print services, but the IT and digital services Xerox is gradually becoming known for. The relationship began during the COVID-19 pandemic, when the working environment was very different. Businesses were trying to figure out how to continue to operate as normally as possible and provide certainty for staff.

            “There were just two of us from Xerox working with them, and we were talking about room planning software,” says Gunton. “How do you manage how many people are in the building? How do they book spaces, or manage people in line with the COVID legislation that was in place? The conversation started there. Then, we were asked what we could do around providing some managed service desk support just to assist the internal team at the time – and it’s grown from there. Four years later, we have over 30 members of staff dedicated to the Lanes account, supporting more than 4,000 users across over 50 states.

            “We’re very much an operation that compliments Lanes Group. The thing that has always worked well is that we have the ability to respond and scale. Lanes have been on their own journey over the last few years to the point that they’re truly industry-leading, and we’ve managed to keep up whilst always looking to innovate, make suggestions, and bring new solutions to the table.”

            An integrated technology partnership

            Lanes Group supports key utilities including water and gas. What it does is absolutely critical. If there are problems in those areas, millions of people can be affected. So while Lanes has a huge responsibility to always be ready to support those utilities at all times, Xerox has just as much of a responsibility to be in a position to support Lanes.

            “It’s massively important, and everybody in our business is briefed on what Lanes does to ensure we understand that responsibility,” says Gunton. “In my career, I’ve seen lots of different structures in terms of how we work with clients. Sometimes it can be very much a supplier-client relationship where it’s very siloed and formal. What sets our relationship with Lanes Group apart is that it’s a very integrated partnership. There are several meetings every week. There are dedicated program managers, and every product area has its owner. We have very strict SLAs to adhere to and the only way to deliver what Lanes needs is through communication and mutual support.”

            Streamlining inconsistencies 

            A perfect example of the collaborative relationship between Xerox and Lanes Group is the secure network solution Xerox put in place. Effectively, Xerox mapped out and replaced the network infrastructure of all Lanes Group sites, giving better visibility, better control, and a better user experience.

            “When we first reviewed the sites, there were over 50 of them running independently. That was difficult for the IT team to manage,” says Gunton. “It led to a lot of inconsistencies. We had mixed feedback from end users. Our aim was to introduce a technology system that would give the users the ability to have a consistent experience across all sites. We worked with our partners at HPE to identify the latest Ariba access solutions available, and deployment across all sites has been very successful. It’s also improved security, giving users the ability to skip length authentication processes. The user experience is really smooth now, which is what we were after.”

            Creating agility

            Working as partners, not in a supplier-client capacity, has made all the difference for the two businesses. From robot process automation to take manual tasks away from humans, to the increased use of AI-driven tools, Xerox is providing Lanes with what it needs to be agile. It’s a relationship based on trust and a shared goal.

            “I do appreciate the help from the stakeholders at Lanes, because they embrace the same kind of culture,” Gunton says. “Often we’ll do joint meetings where we all address the same problem or desire to innovate together. We trust each others’ skill sets and openness to really come up with a solution. Ultimately, it’s all people-driven. It’s based on having really clever people in the right places, and we’ve built up a really solid team over the years.”

            The evolution Lanes Group is going through isn’t going to slow down any time soon. That means Xerox’s work won’t either. Gunton states: “Our broad priorities with Lanes also reflect the current UK landscape. Data integration and automation are the areas we’re continuing to focus on. We have to think about how we deliver that. In terms of data, there needs to be one true source. You have to be really confident in the information you have, being as accurate as possible.”

            What’s key for Xerox is ensuring that Lanes Group is able to shift from being reactive to more proactive. That is its focus. “We’re already delivering technology solutions to better equip Lanes to respond in that manner. I think the next year is going to be really exciting as we continue to develop that. We believe that we will continue to put Lanes at the forefront of their industry with the solutions that we supply.”

            There were many inspiring themes on peoples’ lips at DPW Amsterdam 2024, including collaboration. One of the major reasons procurement…

            There were many inspiring themes on peoples’ lips at DPW Amsterdam 2024, including collaboration. One of the major reasons procurement professionals flock to DPW is the opportunity to learn from their peers, strategise with them, and make connections in order to partner up and grow. We sat down with Dr Matthias Dohrn and Sudhir Bhojwani, business collaborators of several years who prove the benefits of coming together for growth.

            Dohrn is the CPO of BASF, a global chemical company, making him responsible for direct, indirect, and traded goods. Prior to this role he headed up a business unit – and things weren’t going well. It got to the point where the question of how to drive performance became a priority. The business needed to consistently drive value, not just be, in Dohrn’s words, a “one-hit wonder”. 

            “I’ve been in a lot of meetings where people come together and say, ‘we should do something’ – but the next month, you have the same meeting and nothing has changed,” Dohrn explains. “Structuring an organisation in a manner that really drives and extracts value, that’s key.”

            This eventually led to meeting with ORO Labs and asking how it could help BASF build a solution that enabled the growth it needed. Sudhir Bhojwani, CEO and Co-Founder of ORO Labs, knew Dohrn already from his SAP Ariba days He even credits him with explaining what ‘supplier management’ means. When he co-founded ORO Labs, his team wanted to focus on being a procurement orchestration platform and build smart workflows. 

            “When Matthias was running his business unit, as he mentioned, he had this Excel-based process where he was running thousands of measures,” Bhojwani explains. “It was an interesting process. We let him know that our workflow could solve his problems way more efficiently. So we worked with this business unit at that time and saw some positive results. Roughly a year later, Matthias took over as CPO and wanted to bring in the same structure that we’d implemented at the business unit, but on a bigger scale.”

            Kicking off the project

            Getting this project off the ground meant having a business case, first and foremost. This required actually sitting down with the people who do the ordering, because procurement needed to understand the options it had. “So, with every plant in BASF – all approximately 150 of them – we had to talk to them, and look at the individual spend of each plant,” Dohrn explains. “This included direct procurement of raw materials, energy, logistics, indirect spend for services, and so on. Then we had brainstorming workshops, generating between 30 and 50 improvement measures per workshop.

            “Then, because it’s bottom-up, you bring in the performance management tool to prioritise the measures. Then you go through the business case and confirm the value. As these measures go through the implementation levels, it’s very satisfying because you can see how you’re making progress in driving value every day. The people who own the measures set the timeline themselves, and there are incentive schemes behind the best ideas.”

            Driving value to motivate people was a priority from the start, and something BASF discussed with ORO Labs early on. People are able to see the status of their measures thanks to ORO Labs, which means they’re able to see the results and also see other peoples’ great ideas. “You create a wave of people who are driving value, much faster,” Dohrn adds. 

            Addressing the challenges

            From Bhojwani’s perspective, there were multiple challenges when approaching BASF’s requirements. Fundamentally, ORO Labs was building a brand new workflow, as BASF required a very different take on what that means. ORO understanding how that translated to what BASF needed was the first challenge.

            “We needed to understand the structure Matthias has, and what the work streams should look like,” Bhojwani explains. “We had to figure out how to model these work streams within our tool in a way that made sense. An indirect work stream is not the same as something in direct material; those things are very different. So here’s where our workflow tool worked quite well. We could customise how direct material work streams should behave, compared to indirect work streams, how country A should behave compared to country B, and so on.

            “It was important that we could bring flexibility, and that we could solve workflow problems in innovative ways. Another challenge was the user experience part. We had to make sure that the system worked for everybody, otherwise nobody would participate in the system. We had to keep working on it, keep fixing it, and that took a good 18 months of tweaking. The biggest thing has been understanding how BASF actually generates value, and how a workflow can help. It’s been very interesting.”

            Identifying the value

            Collaborating with ORO Labs has unlocked an enormous amount of value for BASF. Dohrn has seen the business come together thanks to the work that was put into communicating and collaborating with every site across businesses and functions, and BASF is continuing to conduct workshops for further improvement. There’s also, of course, the EBIT being gained from the business cases, putting BASF on track to generate sustainable savings.

            “There’s been a real mindset change,” Dohrn states. “We’re now really focused on value, and we’re using this ORO Labs tool to hold each other accountable. You can see the progress every day. We call it the iceberg because you can see below the implementation levels. Everything starts off below the water line – no value created yet, just potential. Then you see it moving beyond the zero line into the positives, and every day I can see the difference between now and yesterday with just a click. It’s so fulfilling to see what we have created.

            “We’re able to see the interaction with the plants, the interaction between people, and interaction with the requisitioners, and we can create something positive together. I think that’s huge. It’s only going to bring more and more value over the next few years. People are used to the tool now, they find it easy. It has created value and everyone’s happy because the cost pressure on the plants has gone down.”

            Tonkean is built differently. Tonkean is a first-of-its-kind intake and orchestration platform. Powered by AI, Tonkean helps enterprise internal service…

            Tonkean is built differently.

            Tonkean is a first-of-its-kind intake and orchestration platform. Powered by AI, Tonkean helps enterprise internal service teams like procurement and legal create process experiences that transform how businesses operate. The transformation hinges on four key functionalities, intake, AI-powered orchestration, visibility, and business-led configuration (no-code), which internal teams leverage to use existing tools better together, automate complex processes across teams and tools, and empower employees to do better, higher-value work. 

            Jennifer O’Gara is the Senior Director of Marketing, Director People and Talent at Tonkean. O’Gara’s route into procurement came when Tonkean became active within the space. “While we initially focused on solving complex process challenges across entire enterprises, we quickly realised how much procurement could benefit from this approach,” she explains. “Procurement processes are inherently complex and collaborative and cross-functional, making them a perfect fit for Tonkean’s orchestration capabilities. We were right. Since we entered the market, we’ve been blown away by how enthusiastically process orchestration has been received. That’s keeping us excited about procurement.”

            This year, DPW Amsterdam 2024’s theme was 10X, with a focus on the importance of companies aiming for a moonshot mindset instead of an incremental approach. As far as O’Gara is concerned, achieving 10X improvements in performance is within reach for procurement, but it requires a shift in how the function thinks about growth. “It’s not just about doing more of the same faster—it’s about fundamentally rethinking the processes that drive your business,” reveals O’Gara. “Your processes are like your company’s infrastructure. When you optimise at the process level, you don’t just create incremental gains; you can fundamentally transform the way you operate at scale. You can remove bottlenecks permanently, facilitate easier collaboration org-wide, and drive true, reliable automation across all your teams and systems. The result is exponential performance improvements that can be sustained over time. Aiming for 10X isn’t just a lofty goal—it’s achievable. The key is focusing your improvement efforts at the process level.”

            However, the journey to 10X isn’t straightforward. Some organisations believe they can just layer new technology on top of old processes. According to O’Gara, this won’t unlock 10X growth and will still leave your company lagging behind. “Getting to 10X starts, instead, with building better processes—and moving away from the idea that any one technology will do the trick,” she says. “For example, AI. AI is powerful, but it’s just a tool, and it’s only valuable if used strategically. To truly unlock 10X improvements in performance, you need to integrate technologies like AI into your core processes in a way that’s structured, strategic, and scalable. You will only ever be as innovative or adaptive or as effective as your processes are dynamic, dexterous and dependable. How do you build better processes? That’s where process orchestration comes in.”

            Process orchestration refers to the strategy — enabled by process orchestration platforms — of coordinating automated business processes across teams and existing, integrated systems. These processes can facilitate all procurement-related activities. Importantly, they can also accommodate employees’ many different working preferences and styles.

            Instead of simply adding to an organisation’s existing tech stack, process orchestration allows companies to use their existing mix of people, data, and tech better together. One promise of process orchestration is to finally put internal shared service teams like procurement in charge of the tools they deploy.

            This goes a long way towards solving one of the enterprise’s most vexing operational challenges: the inefficiency of over-complexity born of too much new technology. It also allows procurement teams to truly make their technology work for them and the employees they serve. As opposed to making people work for technology. Process orchestration breaks down the silos that typically separate working environments. No longer do stakeholders have to log in to an ERP or P2P platform to submit or approve intake requests, just for example. The technology will meet them wherever they are.

            “It helps you create and scale processes that can seamlessly connect with all of your existing systems, databases, and teams, while accommodating the individual needs of your employees and meeting them in the tools they already use,” adds O’Gara. “Orchestration allows you to automate processes across existing systems—like ERP, P2P, and messaging apps—so data flows automatically between them. It allows you to surface technologies like AI when and where they’re most impactful for stakeholders.”

            Speaking of AI, it remains one of the biggest buzzwords in procurement. Indeed, anything that offers Chief Procurement Officers cost savings and efficiency will prick their ears, but the question remains: can the industry fully trust it? O’Gara believes it is ‘overhyped.’ “When it first emerged, it wasn’t just seen as a new tool—it was almost treated like magic,” she explains. “The hype still hasn’t died down, and that’s been a problem. It’s created unrealistic expectations and skewed perceptions of what innovation with this sort of technology actually entails; I can’t tell you how many procurement leaders have admitted to us that they’re getting pressure from the C-suite to invest in AI-powered tools just because they have ‘AI’ in the name.”

            While clear with her scepticism regarding generative AI’s current place in the market, O’Gara recognises its potential. “Generative AI’s potential is huge—especially if it’s deployed strategically at the process level,” she reveals. “It could truly transform procurement, shifting teams from transactional roles to strategic partners who are involved early in the buying process and appreciated for their unique expertise—and for the unique business value procurement alone can deliver. But AI on its own isn’t going to save procurement. The reality is, many organisations jumped into the AI hype without a real strategy, and that’s why they haven’t seen its full value yet. The key is integrating AI thoughtfully into core processes—that’s when we’ll start seeing its real potential.”

            With an eye on the future, O’Gara expects the next year to continue to revolve around AI adoption, but in ways that deliver real value. “I think we’ll see procurement truly stepping into a more strategic role, with businesses recognising procurement as a key partner, not just a back-office function,” she says. “This shift will be driven in part by new technology, especially process orchestration and AI, helping procurement bridge gaps in communication and collaboration across teams. Another big trend will be the rise of personalised, consumer-like experiences in procurement—making buying and approval processes smoother, more intuitive, and better tailored to the needs of individual users. It’s an exciting time, and we’re just scratching the surface of what’s possible.”

            Catching up with Mitha-Ai’s Co-Founder, Arash Saberi, we dive into the vital importance of a solid data foundation.

            Whether we’re talking about gen AI, 10X, or any other kind of advanced tech solution, data is at the core of the discussion. And when data isn’t clean or ready for the implementation of something being built on top of it, businesses can end up significantly held back. Mithra-Ai is an organisation that helps its customers to build trust in their data, which is a core issue for many. 

            “That sets us apart,” says Arash Saberi, Co-Founder of Mithra-AI. “We help procurement leaders and category managers create, execute, and realise their strategies. This is backed by reliable, comprehensive data, both internal and external, tailored specifically for their categories.

            “Maintaining high-quality data is crucial as it influences the accuracy and reliability of AI-driven insights and recommendations. That’s where Mitha-AI comes in. Our cleansing, enrichment, and auto-classification engines ensure that procurement stakeholders, including data scientists, begin with a reliable data foundation.”

            Cleaning and classifying data

            Mithra-Ai is an AI-native SaaS solution, which starts off by proposing a meaningful spend hierarchy for every category. What’s key is that this is paired with an automated cleansing and classification engine. This is so important because the only way to achieve truly clean data is to make sure it enters the system clean in the first place. 

            “Clear visibility into categorised spending eliminates uncategorised expenses and wrong assumptions,” says Saberi. “When supplemented by relevant external data intelligence, category managers are empowered to negotiate with confidence, achieve greater savings, and monitor initiatives effectively.”

            A world beyond cost savings

            When launching Mithra-Ai in 2021, the company’s founders rightly foresaw that the role of procurement would evolve beyond focusing merely on cost savings, and become the central hub of every organisation. Because of that, they knew that accurate, reliable information was needed – hence the necessity for Mithra-Ai.

            As procurement has shifted, the status quo is no longer good enough. It’s an exciting time for the sector, but also one of high demand in the race to adopt increasingly advanced technology. But it’s necessary for efficiency and growth.

            “Tesla and Nvidia exemplify the power of embracing change over maintaining that status quo,” says Saberi. “Procurement is facing intense pressure to evolve with organisational needs. Those organisations can opt for incremental changes, which will likely slow them down, or pursue a 10X leap to maintain competitive advantage. The latter requires bold and decisive leadership from heads of procurement.”

            The road to 10X thinking

            The way to drive 10X thinking, Saberi believes, is through having a clear vision of your goals. Sometimes businesses, especially ones which are going through major change or those navigating outdated legacy systems, are at risk of losing sight of their goals. But having that vision is a foundational necessity, regardless of what stage you’re at.

            “Set aspirations high, and question existing norms,” says Saberi. “Procurement leaders can draw inspiration from startups by fostering a culture of innovation through small-scale initiatives that can rapidly expand. Reevaluate the skills and team structure necessary for future success.”

            Another important aspect to bear in mind when considering these things is the level of risk you’re willing to undertake when setting goals and aspirations. “That’s often overlooked,” Saberi continues. “Determining the acceptable level of risk is crucial. It significantly influences partner selection and the outcome of RFPs.”

            Thinking big, starting small

            While ambition is vital to 10X thinking and beyond, businesses must also make sure they don’t bite off more than they can chew. Launching into adopting huge volumes of advanced technology can lead to overwhelm and can make a business stall rather than evolving. A more careful approach is required.

            “Think big, start small,” says Saberi. “Prioritise high-impact, low-effort initiatives over those requiring significant effort. Many transformation projects fail to deliver the expected benefits and incur high costs during the program.” This is another reason to decide on the appropriate risk level early on, in order to guide prioritisation decisions and transformation pace. 

            It’s an incredibly exciting time for procurement, and that includes Mithra-Ai. In a very short time, it’s developed several foundational modules for its data-driven category management solution. This includes the Collaborative Initiative Tracker that was launched during DPW Amsterdam 2024 – just one of Mithra-Ai’s inspiring undertakings as we approach 2025.

            “The tracker means that procurement teams can now involve multiple stakeholders in collaboratively tracking and enhancing the impact of key initiatives, such as cost-saving measures,” says Saberi. “Exciting times lie ahead.”

            DPW Amsterdam is the perfect stage for launching a solution like this. It’s an event that inspires a culture of innovation, bringing procurement professionals together to teach, learn, and shout about their latest additions to the procurement landscape.

            “DPW stands out as the premier procurement tech event of the year,” says Saberi. “Practitioners can explore and engage with procuretech suppliers, showcasing valuable use cases and personal stories across multiple stages. DPW is a catalyst for ideation, creating trust and confidence in the benefits of applying cutting-edge technologies to improve business outcomes. This year’s event felt even more international than previous years. I look forward to seeing it continue to grow.”

            Saberi’s main takeaway from DPW Amsterdam this year is that a solid data foundation is essential – something he was well aware of as part of Mithra-Ai. “Without it, transformation projects and new technologies will struggle to succeed,” he concludes. “In the past two years, there has been increased focus on sustainability and risk intelligence, driven by numerous new solution providers. However, during the DPW Amsterdam 2024 conference, we observed new trends coming up and, again, more focus on data quality, which works to our advantage.”

            When we’re talking about technology in procurement, the importance of partnership is a major component for success. No business is…

            When we’re talking about technology in procurement, the importance of partnership is a major component for success. No business is an island, and joining forces with experts is, increasingly, the direction many move in for the sake of growth. 

            At DPW Amsterdam 2024, we met many businesses who were looking around at the procurement sector in search of either what direction to move in next, or who they can help. The event is one that brings people together to learn, to teach, to discover the cutting edge of procurement, and be inspired by it. So when we sat down with the CEO of Fairmarkit, Kevin Frechette, it wasn’t surprising that he brought Nick Wright, who leads bp’s Procurement Digital Garage, into the conversation.

            For Frechette, one of the best things about working in the advanced procurement technology sphere is joining forces with other businesses to help them keep improving, and vice versa. “Having the chance to work with people like Nick, who are pushing the envelope when it comes to autonomous sourcing, is amazing,” he explains. “We’re fired up to be at DPW, absorbing this atmosphere.”

            While it’s something of a running joke in the procurement world that most professionals in the sector don’t deliberately choose it, Wright actually did. “I went to university and thought ‘wow, I fancy a career in procurement or vendor management’. I know a lot of people don’t have that story, but I’ve been doing something I’m passionate about from the beginning. I love making deals, whether I’m buying a car, a house, or something for BP.” The Procurement Digital Garage he leads exists to look at problems being faced across procurement, and figuring out possible solutions. 

            For Frechette, the intention wasn’t to start a company in the procurement space, but his team quickly saw the opportunities within it. “We had this ‘aha’ moment,” he says. “It was a tough pivot. There was a lot of debate, a lot of late nights. I’m super glad we made it because we got to be in a space where people can be forgotten about, and we’re able to give them centre stage.”

            The realistic approach to 10X

            DPW itself exists to put procurement under the limelight. Each event is themed in a way that gets conversations flowing around the next big thing in procurement. For Amsterdam 2024, this theme was 10X – something Frechette believes isn’t achievable right off the bat.

            “It’s something to strive towards,” he says. “It’s something where you work on getting a little better every single month, every quarter. You keep getting those small wins, and you build credibility. There’s no silver bullet. You just have to start the journey and learn as you go.”

            For Wright, it’s about not getting caught up in the hype, but figuring out what’s realistic. “There’s a lot of hype out there, and the beauty of something like my team at the Procurement Digital Garage is to weed out that hype, because what’s right for us might not be right for someone else. Having a team that’s out there in the market, testing and figuring out what’s real, will put you in good stead.”

            “There’s a leap of faith element that can be challenging to achieve, before you can really strive for 10X,” Frechette adds. “It’s like Amara’s Law: humans typically overestimate the value of technology in the short term, but underestimate it in the long term. So the hype is needed. We have to help people on that journey and sometimes, a leap of faith is needed. For the people that risk it, it’s exciting, and they’re then well positioned for the future.”

            However, again, managing expectations is important. “People might be on the sidelines expecting a 10X solution,” says Wright. “But the reality is, you’re going to get 5% here, 10% – smaller pockets of improvement.”

            The benefits of advanced technology are absolutely being seen at this stage, but being realistic about the future outcomes is important. “The benefits are there – not at the scale of 10X – but if you just make a start, you’ll achieve wins,” says Frechette. “You broadcast those wins across the organisation. That generates excitement, and then you can work on the next thing because you have ground swell.”

            How ‘the future’ has changed

            What’s interesting is that this 10X focus, this drive towards incremental wins, has reframed the way businesses plan for the road ahead. ‘The future’ used to mean having a three or five-year plan. Now, the future is only 12 months away.

            “The thought process right now is ‘what can we do that’s super optimistic in just 12 months’?” says Frechette. “Then you can put in realistic time frames and set off on a sprint to get there. You have to be able to move fast. We have launches every two weeks now, and we have to be flexible with our roadmap along the way. But we always know where we’re going – we have a north star.”

            “To me, that’s the only way to do it,” Wright adds. “I don’t have a crystal ball. Nobody knows what’s going to happen in two or three years. So what’s the point of creating a plan that’s going to get you to a certain point in those two or three years? You have to work on small iterations, make adjustments, change direction as necessary.”

            It’s part of what makes Fairmarkit and BP an active partnership – the ability to be flexible and open up discussions at every point. It’s all about real-time feedback and trust-building, to the extent that both parties feel like they’re on the same team. 

            The right people in the right places

            Because ultimately, it’s the human element that makes transformation happen. Having the right people in place is one of the elements that’s key to making sure implementing advanced tech for the sake of business strategy works at all. “It’s about access to talent and making sure you’ve got a capable user group that can make the most of that technology,” says Wright. “You don’t need to be a data scientist, but you do need to have the right mindset to take advantage of the tools you’ve got.”

            “I agree – you have to get the right people on the bus,” adds Frechette. “You all have to be committed to going on the journey together. Prioritise where you start and where you’re going to have the most value with the lowest risk, and have people on your side who can give suggestions and ideas.”

            While the much-discussed talent shortage can create challenges there, DPW as an entity proves that not only does procurement keep becoming more appealing and exciting, but where there are gaps, there are digital tools. “I’ve noticed a lot of folks under 30 who are here at DPW Amsterdam, and they’re genuinely interested in procurement,” says Wright. “We’re at a tipping point that makes me really excited about the profession I’m in.”

            ‘Digitalisation is just the beginning’ according to Crowdfox, a business which aims to improve procurement by bettering the ordering process…

            ‘Digitalisation is just the beginning’ according to Crowdfox, a business which aims to improve procurement by bettering the ordering process while lowering costs. That tagline speaks to Crowdfox’s dedication to advancing procurement using the exciting tools the sector now has at its disposal, and this push to innovate is being driven, in part, by Martin Rademacher, Crowdfox’s CSO. We sat down with Rademacher at DPW Amsterdam 2024, the exciting vibe of the event spreading far and wide around us. 

            Rademacher is responsible for everything to do with Crowdfox’s customers. From sales, to marketing, to customer onboarding and success, and everything in between – that’s Rademacher’s wheelhouse. His background is in management consulting, with a focus on procurement and supply chain. So, while he started out in sales, he soon decided that procurement was the direction to move in.

            “During my time as a consultant, I found procurement very interesting because it’s so versatile,” explains Rademacher. “Of course, it’s about the transactional phase with suppliers – but also you’re so connected with R&D, production, logistics, and so on. You have so many fields of application.”

            10X thinking

            At DPW Amsterdam, the overall theme of the two-day event was 10X. The concept of the 10X rule is around taking a goal you’ve set for yourself and multiplying it by 10. It’s an aspirational tool, coaxing all of us to aim higher. In procurement, that means innovating.

            “In the last two years we’ve seen tools like ChatGPT trigger some big adaptations in the procurement world,” says Rademacher. “I think there is the opportunity now to achieve 10X in terms of efficiency gains. Especially when it comes to making better decisions, more quickly, in order to analyse data. We’re now finding out what AI can really do, and focusing on how that can help with strategy.”

            For Rademacher, he believes people have the right tools to achieve 10X – it’s now about implementing those tools properly, and having the right culture.

            “In the last couple of years, implementing tools has become much easier than it was a decade ago,” Rademacher continues. “They’re so well designed that they fit into large procurement systems, and can connect with other best-of-breed tools. I’d say implementation should be the focus, but it’s not that complicated anymore. AI tools especially are really intuitive. As a result, you don’t need much in the way of change management. People just intuitively cooperate with AI.”

            The question of security

            The big challenge, Rademacher believes, is data protection. When it comes to barriers preventing a 10X approach, concerns around data privacy are among the biggest issues. As a result, organisations have to take the necessary precautions before plunging into making major technological changes, or risk falling at the first hurdle.

            “In the EU, it’s all about data protection,” says Rademacher. These concerns led to the Artificial Intelligence Act (AI Act) coming into force in the EU in August 2024. It was created in response to the rise in generative AI systems, and ensures that there’s a common regulatory framework for AI within the European Union. “Companies are very concerned about their data, but I wouldn’t call this an obstacle – more like a challenge.

            “The key is making sure you have a protected environment. Start with a pilot in a limited space, for instance, and then make sure you can find a solution you can control in a safe environment that suits your operations.”

            Shooting for the stars

            With these measures in mind, it’s never been easier to implement new technologies and aim for that ambitious 10X goal. Certainly, advanced tools have never been more accessible, or more straightforward for businesses to educate themselves about. Even as recently as two years ago, integrating multiple elements of advanced tech – like genAI – wasn’t really possible.

            “It definitely wasn’t easy to combine sources the way we can now,” says Rademacher. “Now, you can provide a much better user experience experience not only for procurement professionals, but for anyone who takes advantage of what procurement introduces to the company. Finding the supply to fulfil your demand is so much easier now. You no longer have to have difficult conversations starting with an email to your procurement professional to identify whether you’re allowed to purchase from a certain vendor, and whether they’re vetted or not. Streamlining processes like that makes that information quick and easy to identify.”

            Additionally, we’re at a point with advanced technology where the tools we have access to are capable of handling more and more volumes of data at an extremely fast pace. “In consulting, for example, every project started with an analysis of the status quo of a firm,” says Rademacher. “We’d figure out who the vendors are, the categories, and the spend. Depending on the workforce, this could take one or two weeks. Now, with the tools we have access to, you can gather this information in 24 hours.”

            The evolution continues

            While we’re seeing many of the benefits that come with genAI and other advanced technologies already, it’s only the beginning of what we can achieve using these tools. GenAI is at a peak right now, but according to Rademacher, it might take another five years to achieve its full productivity level. “There’s also this ambitious idea going around of fully autonomous procurement, and it’ll likely take a good 10 years to reach that level of productivity,” he adds. “On the other hand, nobody is talking about robotic process automation anymore because we’re almost there with that already.”

            Another challenge is data quality. The cleanliness of an organisation’s data can make or break its use of advanced technology, which is where making the right connections with service providers comes in. “It’s a good example of when to find the right partner,” says Rademacher. “Find someone from the innovative tech space who you think you can rely on. Don’t try to do it all on your own – that’ll just hold you back more and more. Be bold; find the right partner to make the most of your data and that helps you constantly improve. There’s a lot of talent out there, a lot of solutions that are really helpful for organisations of all sizes. You’ll improve step by step.”

            There’s no doubt that it’s an exciting time for procurement. The atmosphere at DPW Amsterdam 2024 was electric for that exact reason. The event, in Rademacher’s words, has “a really strong influence on the sector and enables attendees to learn about how the landscape is developing in real time”.

            “The AI-driven future is already a reality for us,” he states. “We’re beyond the pilot phase with our AI tool, ChatCFX, and now we really want to drive market share. 2024 going into 2025 sees us in a good position with high user visibility, and now we’re adding ChatCFX to the game, pushing it into the European market. We’re at DPW Amsterdam to meet the players who are looking for a solution exactly like ours, making it an invaluable place to be.”

            Certain procurement pain points can prove debilitating for a business, freezing it in its tracks when it’s trying to grow…

            Certain procurement pain points can prove debilitating for a business, freezing it in its tracks when it’s trying to grow and improve. This is where companies like Candex are able to step in and turn a headache into something so simple, it requires no further thought. 

            Danielle McQuiston is the Chief Customer Officer at Candex. She’s been with the fintech startup for five years, spending two decades prior to that working in procurement at Sanofi. Candex is a technology-based master vendor that allows customers to engage with and pay one-off or small suppliers without setting them up in their system. This means that the system doesn’t get clogged up with suppliers that are rarely or never going to be used again. 

            “We’re primarily used for what companies consider tail spend, and we typically deliver it as a punchout catalogue for a really simple user experience,” McQuiston explains. That ability to support lots of customers was what drew her to the role. “Coming to Candex, I was very excited about what they were doing and wanted to help as many companies as possible.”

            Addressing tail spend

            That ability to address tail spend in a unique way is the main thing that differentiates Candex. It’s an enormous problem for procurement professionals. The way Candex delivers it is through a digital plug-and-play solution, removing the need to be dependent on human intervention. “It’s a horizontal solution for any good or service, and it’s available in over 45 countries now,” says McQuiston. “It becomes part of the customer’s ecosystems and leverages the P2P process. It’s super compliant, and allows a lot of control.”

            With this tool in place, Candex’s customers are able to gain much better control over their smaller purchases, defining what is allowed to be purchased. For many, this tool allows them to put tighter restrictions on purchases than their e-procurement systems are able to do. Additionally, Candex runs suppliers through screenings every day, which generally doesn’t happen for small, rarely-used suppliers.

            “We run really detailed compliance and sanction screening against all those vendors, taking away a really daunting task from customers,” McQuiston states. “Customers probably check those suppliers once when they’re being set up, but then they never look at them again. Every day, we’re checking them, and keeping an eye on them when our customers can’t.”

            Candex’s reporting is extremely detailed, and provides customers with the kind of real-time visibility they wouldn’t normally get – even in their own systems. Reports are generated weekly or monthly, including the diversity status of suppliers. This is data that a lot of clients then feed directly into their Power BI tools and data lakes, meaning they’re able to integrate it seamlessly into their other data.

            Cleaning up the data

            The whole purpose and aim of Candex’s tool is to make life easier for its customers, streamline its processes, and improve efficiencies. To that end, standardisation is key when it comes to business improvements, and that includes preparing data prior to implementing new technologies and processes. When it comes to ensuring a business’s data is healthy –  before launching into major tech changes – accepting the necessity of making foundational change is key. 

            “Data cleansing processes are ugly, cumbersome, and long – and everyone has to do them,” McQuiston comments. “But you have to accept that you’re going to have to do something, if you want to get a handle on your spend. First and foremost, you need to standardise the way you name things, the way you put data in the system, and you need a really strict discipline around that. All of those things will make backend processes a lot easier.”

            It’s just one of many considerations CPOs need to bear in mind when seeking out technology solutions and implementation. Modern procurement departments have a seat at the wider business table now, and what they do impacts the entire business. So when it comes to utilising solutions for the sake of the business at large, there are many factors to think about.

            “As with any data or technology, it’s all about garbage in and garbage out,” says McQuiston. “Any advanced technology should be used with caution and viewed with a critical eye. You have to start with knowing what you want out of it. 

            “A lot of times, people put technology in place because it looks interesting, but you need to start with the problem and work backwards. If the issue is user experience, you need to make sure that whatever you’re implementing focuses on a positive UX. If the problem is unclean data, you need to make sure you’re putting in place all the foundational elements you need to make that better. Always start from the perspective of implementing a technology based on a problem, rather than the other way around.”

            Improving UX in 2025

            It’s a seriously dynamic time to be involved in procurement right now, as evidenced by the intense buzz around us at DPW Amsterdam as we sit with McQuiston. As we look ahead, she envisions that procurement will have an increasingly powerful impact on user experience. This is particularly important at a time when tasks are becoming increasingly automated, with less and less direct human interaction.

            “We’re also seeing a pretty big leap forward in terms of best practice sharing amongst our clients,” says McQuiston, something that events like DPW also encourage. “For Candex, a big theme of 2024 has been getting our clients together to share best practices and information, helping them to develop further expertise in the field. 2025 will have more of the same, but there’s now a higher level of maturity out there in the way customers are considering tail spend. As people continue to onboard solutions, it will be interesting to see how that impacts the UX in relation to Candex. We’re always looking for ways to make our tool more user-friendly and add better functionality.”

            All of this is why Candex’s customers love the company. On a base level, Candex takes a complex pain point and makes it simple. In a broader sense, the reason Candex is becoming so popular is the way it works with people. “The most common feedback we get from customers and suppliers is that we’re great to work with because we’re so flexible,” says McQuiston. “We hired a team of procurement experts, so our team is made up of people who really understand the pain of our clients, and can anticipate their fears, their needs, and cater to those.”

            The buzz of DPW Amsterdam draws in the most innovative minds across the industry. They’re there to have riveting conversations…

            The buzz of DPW Amsterdam draws in the most innovative minds across the industry. They’re there to have riveting conversations with their peers, to inspire, to teach and learn in kind. And they’re there to keep an eye on an industry that doesn’t stop changing for the better.

            This is a big part of the appeal for Fraser Woodhouse. Woodhouse leads the digital procurement team within Deloitte in the UK. His team historically focused on large-scale transformations, providing a backbone for suite implementation. Increasingly, however, it’s turning its attention to helping clients navigate a plethora of technology solutions. The goal is to help them build and scale, and take advantage of some of the more niche functionalities available. These are things that can be highly daunting for many customers, which is why Deloitte is there for support.

            “We’re helping clients ask the big questions,” Woodhouse explains as he sits down with us at DPW Amsterdam 2024. “How do you connect the technology in a way that allows data to flow from one system to another? How do you deal with processes that are connected to solutions which all have their own release cycles? How do you approach change management? That underpins so much of where the value is going to be achieved, and a lot of the providers will be focusing on it. They just might not have the same capability that Deloitte can provide.”

            For Woodhouse, getting involved with procurement was a total accident. He even left the sector at one point, but his strong foundational knowledge – and the exciting landscape procurement is enjoying right now – lured him back in. “It changes faster than I can get bored with it, that’s for sure,” he explains. “Procurement is fascinating.”

            Aspiring to greatness

            Especially now, with constant conversations around genAI, 10X, and beyond. Procurement is only becoming more interesting, more enticing, drawing young professionals in to fill gaps in the talent pool. 10X was actually the theme of DPW Amsterdam this year, a notion that’s on everyone’s lips. And for Woodhouse, it’s absolutely something to aspire to.

            “Aiming for 10X is sensible. You just have to consider your timescale. I’d caution against running before you can walk, but a culture of experimentation is important. Running small-scale pilots can help you hone in on where you really want to see value, or where value is likely to be generated. Starting with requirements is a fundamental thing at the moment, but you shouldn’t underestimate how long that will take. And it’s a continuous consideration, because requirements change. Just keep trying to refine your solution in order to take advantage of everything that’s out there right now.”

            Fotograaf: MichielTon.com

            Having the wrong mindset is one of the major barriers to adopting 10X thinking. It all starts with the company’s culture, and whether that’s one of growth or not. “I imagine most of the people here at DPW Amsterdam have already made that mental shift,” says Woodhouse. “Last year, people were still trying to understand how they, as big companies, could utilise startups. That’s changed now, and it’s amazing to see companies that were startups three years ago working with all these big enterprise customers. 

            “They have scaled and grown in partnership with those customers. Mindset is so important, and having the wrong one will only create barriers and missed opportunities.”

            Always improving, never slowing down

            When it comes to the advantages that technology has brought to procurement in the last few years, the list is endless. Procurement has gone from an overlooked segment of any given organisation, to having a seat at the table and helping make major business decisions. 10X thinking – whether it goes by that name or not – has been spreading across the segment and fuelling businesses to aim higher.

            “The layers of automation have really improved,” says Woodhouse. “A year or so back, there were a handful of use cases that you could truly automate, but now you can do it at a much larger scale. Another big change is around security concerns. There are more tried and tested case studies to draw upon now, and solutions are more readily available. You don’t necessarily have to be a pioneer, because someone else has already taken that first step.”

            The question of data

            Something else that holds businesses back, despite the innovation at their disposal, is an element that can be harder to change: poor quality data. When trying to implement advanced technology solutions, bad data can make or break their success.

            “It’s always useful to focus on that and have a dedicated work stream,” Woodhouse advises. “You need someone who really understands data. I think there’s a tendency to try to boil the ocean before you even get going in your transformation, which isn’t necessarily a bad thing. Cleaning up your data before you start, and having a fresh foundation will help you make decisions on what to implement on top of that good data. 

            “Doing all of that is obviously hugely beneficial, but it’s going to slow you down, in many cases. There are ways around that, like embedding the cleanup of data within the new processes. Data is important – we shouldn’t underestimate that – but there are different approaches to solving the issue of poor quality data, like buying it or using genAI to restructure your data into something more powerful. Either way, you need a strategy.”

            Novel thinking 101

            Some businesses fall into the trap of thinking that they can’t achieve specific things because their data isn’t in the right position, but novel thinking around data can allow them to still drive forward. “You’ve just got to focus on it. You can’t assume the data’s going to fix itself,” Woodhouse adds. 

            Novel thinking is certainly something that can be seen at DPW events, and DPW Amsterdam 2024 was no exception. People congregated there to learn, to share stories, to inspire. For Woodhouse, the magic of the digital procurement sector right now is that everybody recognises that their journey has no end. While that may be daunting, it’s a positive thing and keeps procurement professionals striving for more.

            “It’s a continuous improvement journey, and I think the best-performing organisations will recognise that, and invest in the business capability to continue that journey,” Woodhouse concludes. “That’s how you get proper value. I love hearing about how people frame problems differently, and how they approach the solutions.”

            “I’m overwhelmed,” are Matthias Gutzmann’s first words when asked about DPW Amsterdam 2024. At the end of the bustling two-day…

            “I’m overwhelmed,” are Matthias Gutzmann’s first words when asked about DPW Amsterdam 2024. At the end of the bustling two-day event, we sat down with Gutzmann, the company’s founder, and Herman Knevel, DPW’s CEO, for a debrief. Gutzmann also quite rightly pointed out that the final word on summarising those 48 hours is in the hands of the sponsors and attendees, but if the countless conversations we had with said sponsors and attendees are anything to go by, it was the best DPW event yet. And Gutzmann and Knevel agree.

            “I really think that’s the case,” says Gutzmann. “We almost doubled the number of exhibiting startups, we had over 120 sponsors, more startup pitches than ever, and all the feedback I’ve heard so far has been amazing. There are always things you can do better, but I’m absolutely happy.”

            Across the 9th and 10th of October, DPW Amsterdam welcomed over 1,300 attendees through its doors at Beurs van Berlage, Amsterdam. Those attendees arrived from 44 countries across 32 industries, and the event itself featured 72 sessions with 140 speakers across five stages. It’s abundantly clear that people are deeply passionate about DPW.

            “On day one, it was already packed at 8:30 in the morning,” Knevel states. “The energy in the room was contagious, and the numbers speak for themselves. The startups, the innovators, the corporates, the mid-market – everybody who’s here has a genuine interest in what these guys are bringing to the procurement space.”

            Reconnecting with the vision

            Gutzmann describes that intangible energy as “bringing a little bit of joy back to procurement”. For many years, procurement was a very ill-defined concept – almost as ill-defined as the role of CPO. The shift has been a quick one, accelerated further by the COVID-19 pandemic, and events like DPW Amsterdam are part of the reason why. CPOs having somewhere to go, to meet, to learn about the procurement landscape is vital, hence that inspiring energy that permeates every DPW event.

            “A lot of people are missing that vibe,” Gutzmann continues. “It’s why I founded DPW. I was inspired by Mark Perera [Chairman of DPW], who I worked with at Vizibl, and had great technology while also being so inspiring. I realised we needed to connect founders with CPOs. I think every CPO should talk to one startup founder per week, at least. It’s important that we listen to their vision.”

            Striving for 10X

            The core of those visions for the 2024 event revolves around the concept of 10X, the idea being that you set targets for your business that are 10 times greater than what you think you can realistically achieve. It keeps people ambitious, always striving for greatness, and it’s especially prevalent in startup culture – hence Gutzmann’s belief that CPOs should be connecting with them more.

            “Deciding on 10X for this year’s theme was serendipity,” says Knevel. “The term came along and Matthias said, ‘this is it – this is what we need in procurement’. This is what the industry needs, and we’re exploring it, diving deeper.”

            “Last year’s theme was ‘Make Tech Work’, which was all about getting the basics right in order to scale,” Gutzmann continues. “This year we said, ‘how can we take it further?’ We are entering the biggest wave of AI yet. That technology is giving us the opportunity and the possibility to scale outcomes. The world around us is changing so fast, so we need to be more agile, scalable, and faster in procurement. It’s a very ambitious, maybe lofty theme, but it’s a mindset more than anything else.”

            “It’s the mindset that drives innovation and speed,” Knevel adds. “That’s really important in this age of procuretech and supply chain tech.”

            When it comes to honing that 10X mindset, it’s all about having a purpose in mind. A lot of the procurement professionals we spoke to at DPW Amsterdam called this a ‘north star’, which is the phase Gutzmann uses too. “That’s where it starts. There’s so much procurement can do. There are so many problems in the world, and I believe procurement can be the solution to many of those. So I think it starts with the CPO and their leadership, their vision. You also have to embrace startup innovation, be more experimental in the way you work, instigate new ways of working, and be bold in your thinking. You also have to remember it’s okay to fail.”

            Growing DPW

            Something that’s particularly impressive about DPW Amsterdam 2024 is that it’s actually the second of the year. Back in June, DPW ventured into the North American market with an intimate summit held in New York City, which CPOstrategy was fortunate enough to be invited to. Planning one wildly popular event a year is one thing, but venturing into a whole new part of the world with an additional one is incredibly dedicated.

            “I’m a bit more conservative when planning ahead, so there probably wouldn’t be a New York event without Herman encouraging me,” says Gutzmann. “I’m glad he said ‘let’s go for it’. It was a short-term plan, but it was ultimately very successful and the right decision.”

            Knevel adds: “The feedback we got from sponsors and delegates was quite impressive. They were asking for more. And it’s not just Matthias and myself – we have a great team here. This is a massive production, but we made the jump and it’s paid off.”

            Inspiration for 2025

            When it comes to the lessons Gutzmann and Knevel have learned in response to this event, it’s more about narrowing down the influx of ideas DPW gives them. By the time we spoke with them at the end of the Amsterdam 2024 event, their heads were spinning with inspiration.

            “I have so many ideas,” says Gutzmann. “Every year we reinvent the show, so we never rest. We’re always asking what we can do better. How can we improve? I think this year we maxed out the number of sponsor stands that are possible to have. We doubled the number of under-30 attendees. There’s the potential to go a little deeper on the talent side, connecting students with the corporates and building a proper program around that.”

            There was also the Tech Safari this year. The idea was to make the expo hall easier to navigate, since it was more crowded than ever this year. Members of the DPW team acted as ‘super connectors’ to help attendees find the right solutions and help startups find new customers. The aim was to simply make it easier for everyone involved to find what they’re looking for in small groups,enabling them to find who they wanted, talk to them, and ask questions. It turned out to be an amazing interactive experience for people, making sure they felt thoroughly looked after and valued.

            “Plus there’s an opportunity to cater more to the corporates coming in,” Gutzmann continues. “Perhaps we will build a custom program for them around the event. Some of them are already coming in with teams and doing annual leadership meetings outside of the venue, but I think there’s scope to show them solutions and do some workshops within the event. We can also do more with day zero, where we have site events. There’s much more we can do.”

            Giving CPOs what they want

            As for the broader future of the event, DPW’s heart lies in Amsterdam and will continue to do so. The organisation is building its team even further and putting strategies in place for future events, allowing it to move forward. “We follow the demand of what our customers want,” Knevel says. That’s what really drives DPW and how the event is themed and set up. The organisation listens to CPOs so it can give them exactly what they need, and what will help the industry level up further and further. 

            “There are things we’re still developing,” says Gutzmann. “For example, the podcast studio [something introduced in its current form for 2024] is something Herman is very passionate about, so it was great to test it out here. There’s more we can do with that. We have so many ideas and it’s important to engage our amazing team on these ideas and see what they think along the way.”

            “We’re ideating a lot,” Knevel adds. “And we’re asking our ecosystem what we should do more of.”

            “Ultimately, we’re bringing in the voice of the customer to make sure we’re giving them what they want and need,” Gutzmann concludes. “That’s the whole purpose of DPW.”

            Money20/20, operates the world’s leading fintech events in Europe, Asia and USA and is “the place where money does business”….

            Money20/20, operates the world’s leading fintech events in Europe, Asia and USA and is “the place where money does business”. Money20/20 USA has unveiled seven startups poised to transform the financial sector. The selected startups are Brightwave, Casap, Eisen, Footprint, NALA, Ntropy, and Zumma. They were revealed during the Startup Media Session on October 29th in Las Vegas. The Startup Media Session was designed as part of the event’s goal to support startups at the intersection of finance and business.

            “Money20/20 USA is focused on what drives the conversations most relevant to the FinTech industry. From economic and regulatory uncertainty to the future of payments and the impact AI will have on money moving forward. We are proud to highlight the work these startups are doing to move this industry forward.”

            Scarlett Sieber, Chief Strategy and Growth Officer at Money20/20

            Brightwave

            Brightwave is the leading AI platform for financial services. It delivers accurate and insightful financial research enabling finance professionals to make better decisions faster. Its purpose-built AI systems synthesize insights across thousands of pages of primary sources. It can automate the most tedious parts of investing workflows and help users spot opportunities others have missed.

            “Being named one of the Top 7 Startups at Money20/20 is a strong acknowledgment of the strides we’ve made in transforming how investment research is done. We’re also excited to announce our $15 million Series A funding at the world’s premier show for financial innovation. At Brightwave, we’re tackling one of the hardest problems in finance. We’re making sense of vast amounts of data to uncover deeper insights and relationships that others miss,” said Mike Conover, Founder and CEO at Brightwave.

            Casap

            Casap is an AI-powered disputes automation and fraud prevention platform. With built-in regulatory expertise and network integrations, Casap’s intelligent automation identifies fraudulent claims early. It delivers fast, frictionless dispute and chargeback resolution at a fraction of today’s cost.

            “Money20/20 was the first conference I attended after starting Casap last year and it played a pivotal role in validating our vision. The connections, conversations, and insights I gained were invaluable. Exactly a year later, we’re back and launching out of stealth with live customers. We’re addressing some of the most pressing challenges in scaling payments. We’re starting with automating chargebacks and combating first-party fraud. We’re deeply grateful to Money20/20 for this opportunity to reach so many in the industry and help drive meaningful change in how payments are operated at scale,” said Saisi Peter, Co-founder of Casap.

            Eisen

            Eisen is the first escheatment automation solution that proactively manages the offboarding of dormant accounts, stale checks, wind-downs, and more. Financial institutions rely on Eisen to simplify the complex landscape of regulatory outreach, disbursement, and escheatment requirements. It ensures compliance while reducing operational risk.

            “Money20/20 has been a cornerstone for Eisen since 2021, where the very idea for our company first sparked in the halls of the Venetian. It all started with conversations about the hardest challenges in FinTech. Each year, it’s helped us refine our vision and better serve our customers. For us, Money20/20 isn’t just about growth — it’s where Eisen began,” said Allen Osgood, CEO of Eisen.

            Footprint

            Footprint is a Series A identity company that has raised $20M from funds such as QED and Index Ventures. The company provides a single SDK that automates onboarding – KYC/KYB, fraud, security, and authentication – into an easy-to-integrate solution. Footprint works with leading companies across the Banking, Auto, and Real Estate sectors. Its technology portabalises identity, creating a centralised database of de-duplicated authentic identities.

            “Money20/20 is at the vanguard of innovation. We’ve tried to be different at Footprint. Whether that be through our recent fraud indemnification program or our approach to labeling good actors. Some may think these are crazy ideas. But it is great to see Money20/20 continue to be where crazy can get a spotlight. That is how I would like to think true innovation happens,” said Eli Wachs, Co-founder and CEO of Footprint.

            NALA

            NALA is a global cross-border payments fintech company based in the US doing cross-border payments to emerging markets like Africa and Asia. It has two products, a consumer FinTech product enabling migrants to send money home and an infrastructure business called Rafiki, building payment rails for Africa. NALA recently became profitable and raised a $40m series A after achieving 10x revenue growth in 12 months.

            “At NALA, we are on a mission to build payments for the next billion. Emerging markets are often overlooked but shouldn’t be underestimated as these regions have seen the fastest economic growth in the world. We have big ambitions for what we would like to achieve and have exciting plans in the pipeline in the coming years,“ said Benjamin Fernandes, Founder and CEO of NALA.

            Ntropy

            Ntropy is on a mission to organise the world’s financial data. 80% of the world’s financial data is unstructured and locked in transactions, documents, PDFs, and images. This means it is under-leveraged and cannot be used by models at scale. Ntropy was founded to solve this problem for any type of financial data, in any language, any geography, powering humans and more recently agents and agentic workflows in finance.

            “Ntropy is processing hundreds of millions of transactions and documents weekly with over 98% accuracy, in under 100ms, 1000x faster, and cheaper than any other provider on the market. You can access Ntropy via our API-s directly, and more recently via NVIDIA NIM-s. This collaboration enables flexibility in deployment and allows our customers to scale immediately. This year’s Money20/20 has been about demonstrating the real value of GenAI and we have been very fortunate to have this exposure together with our partners at NVIDIA, Oracle, and AWS, who are accelerating Ntropy’s mission,” said Naré Vardanyan, Co-founder and CEO of Ntropy.

            Zumma

            Zumma is a financial copilot that automates and simplifies financial processes for Latin American businesses by leveraging existing tools they already use such as WhatsApp to save them time and money. The company is starting with automating expense management and expense invoicing processes, saving their customers more than $4,000 per employee per year in tax deductions.

            “Being part of Money20/20’s Startup Media Session helps us spread the word about our product to the fintech community. The Money20/20 team has been key in our growth by connecting us to key players in the industry,” said Daniela Lascurain, COO and Co-founder of Zumma.

            Launched by industry insiders in 2012, Money20/20 is the heartbeat of the global fintech ecosystem. Moreover, some of the most innovative, fast-moving ideas and companies have found their feet (and funding) on its show floor. From J.P. Morgan, Stripe, and Airwallex to HSBC, Deutsche Bank, and Checkout.com, Money20/20 is the place where money does business.

            Combining advanced technology with a people-led focus is the name of the game for Bravo Consulting Group. Bravo was founded…

            Combining advanced technology with a people-led focus is the name of the game for Bravo Consulting Group. Bravo was founded in 2007 by President and CEO Gino Degregori. He had his sights squarely set on leveraging Microsoft technologies to deliver cloud services, application modernization, and cybersecurity compliance. Bravo’s aim is to simplify how organisations create, share, and secure their intelligent information. In nearly 17 years of its existence, the business has grown into a premier Microsoft solutions provider serving the federal government, the Department of Defense, the Intelligence Community, and multiple Fortune 500 organisations. 

            Human-centric leadership and core values

            Degregori began his career in software engineering and entrepreneurship. However, he quickly realised that his true calling was beyond just developing software and implementing Microsoft technologies. “I saw an opportunity to build an amazing organisation that provides real value to our customers through our people and innovative solutions,” Degregori explains. “While the cloud didn’t exist in 2007, development, automation, and security were already crucial.”

            Degregori founded Bravo on core values that remain the cornerstone of the company today. “Our vision is to attract and create kind leaders who make an impact on our customers, partners, and communities,” he explains. “We lead with empathy, embracing kind leadership. This means prioritising the growth and wellbeing of our team members and clients. We view every interaction from a win-win perspective with a strong sense of accountability. 

            “It’s not just about implementing technology in your organisation; it’s about truly advancing the mission. Collaborating with great people enables us to deliver outstanding results,” he emphasises. Degregori also hosts The Kind Leader Podcast where he discusses empathetic leadership with industry leaders, embodying the values Bravo champions.

            By fostering a culture of empathy and innovation, Bravohas established itself as a leader in cloud services, application modernization, and cybersecurity. Degregori’s commitment to building a people-centric organisation ensures that Bravo not only meets but exceeds the expectations of its clients, driving meaningful and impactful results.

            Strategic partnership with AvePoint

            Bravo’s commitment to collaborating with exceptional partners has been the cornerstone of its longstanding relationship with AvePoint. For 15 out of its nearly 17 years of existence, Bravo has partnered with AvePoint—a testament to the enduring strength and value of this collaboration. When Bravo first started, the Microsoft ecosystem was rapidly evolving, with many businesses transitioning away from legacy systems. AvePoint’s advanced SharePoint migration and administration tools played a pivotal role in this transition, enabling Bravo to assist over 100,000 users across various verticals in successfully migrating and managing their content and data.

            “Our partnership with AvePoint allowed us not only to migrate vast amounts of content and data efficiently but also to reduce costs, which we passed on to our customers,” says Degregori. “It was a phenomenal opportunity to leverage AvePoint’s tools for seamless content and data migration. We recognized early on that AvePoint was poised for significant success, and from then on, our collaboration deepened, enabling us to develop even better solutions.”

            This partnership is a key reason customers choose Bravo. By integrating Bravo’s expertise in the Microsoft ecosystem with AvePoint’s suite of tools, Bravo delivers a unique value proposition centred on data management, compliance, and AI-driven solutions. Customers benefit from a holistic approach that not only prepares them for new technologies but also ensures regulatory compliance, cost efficiency, and superior results.

            Together, Bravo and AvePoint empower organisations to confidently navigate their digital transformation. Leveraging Microsoft’s advancements in AI and AvePoint’s robust data management tools, they offer cutting-edge solutions that address the evolving needs of modern businesses. This collaboration enables organisations to optimise their data, maintain stringent compliance standards, and harness the power of AI to drive innovation and efficiency.

            Expanding horizons through collaboration

            For the first decade, Bravo focused exclusively on the federal sector. Recently, Degregori made the strategic decision to expand Bravo’s services into the commercial sphere. “Our strong partnership with AvePoint was instrumental in this successful expansion,” he says. “AvePoint is a global organisation, and through our collaboration, we developed a strategy to penetrate the commercial market. We leveraged our combined services, expertise, and certified professionals at Bravo to build trust and confidence with the AvePoint commercial folks.”

            The unique relationship between Bravo and AvePoint has facilitated this long-standing and successful collaboration. Degregori attributes their success to three key factors: communication, clarity, and trust.

            “First, strong communication ensures continuous understanding. Second, clarity about our collective goals – focusing not just on our objectives but also on AvePoint’s – allows us to align our efforts effectively. Lastly, trust is paramount. We need to rely on each other through both successful projects and challenging ones. This mutual trust ensures we can support each other through thick and thin,” Degregori explains.

            “We are always learning. When things don’t go as planned, we sit down, discuss the lessons learned, and find ways to improve. This continuous learning and mutual support strengthen our partnership and drive our shared success.”

            Future growth

            The future of Bravo and AvePoint is exceptionally promising as technology evolves at an unprecedented pace. Both organisations are at the forefront, leveraging the Microsoft ecosystem. With Microsoft’s substantial investments in generative AI, their reach is set to expand even further into the Fortune 500 globally.

            “This momentum allows us to continuously leverage advanced tools, integrating them to deliver unparalleled value to our customers,” says Degregori. This focus on the human element—the customer—ensures that Bravo remains true to its core values.

            “I am immensely grateful for the opportunity to lead an incredible organisation like Bravo and to maintain a long-term partnership with AvePoint. Ultimately, while we discuss technology and solutions, it’s all about people. We’re constantly seeking ways to connect better as partners and employers. This human-centric approach is what drives us to deliver superior solutions.”

            This vision and commitment to both technological excellence and human connection make Bravo and AvePoint’s partnership not only resilient but also highly impactful for their clients. Together, they are poised to lead the way in digital transformation, ensuring that organisations are not only equipped with the latest innovations but also supported by a team that values their success.

            We caught up with Shachi Rai Gupta from ORO Labs to discuss the importance of orchestration in procurement.

            Simplifying procurement in smart ways is the ultimate goal for ORO Labs. Utilising the best of AI, ORO Labs aims to implement procurement orchestration across sectors, creating an experience that is simultaneously automated, augmented, and humanised.

            Shachi Rai Gupta is VP Strategy at ORO Labs, with a wealth of transformation and technology experience behind her. Rai Gupta’s sharp eye on procurement has allowed her to witness the rise and fall of various trends, and understand what the sector needs as it – along with technology – evolves. 

            We caught up with Rai Gupta at the DPW NYC Summit back in June, a special North American version of the event. Procurement trends, especially AI and orchestration, were very much the theme of the day, prompting lively conversations amongst some of the world’s most influential procurement leaders.

            Procurement as a net positive experience generator

            For Rai Gupta, the trends right now are guided by the fact that procurement has more of a  strategic and evolved role than ever, giving the function the opportunity to have a great impact on the enterprise bottom-line and the environment and community at large 

            “Procurement is morphing into a function where one of its biggest responsibilities is to be a net positive experience generator,” she explains.

            “Procurement really is a service function for the whole business stakeholders. We, as procurement professionals, need to see things through the lens of the business. This includes what issues the business is trying to solve, and meeting the business where it’s at for good collaboration.

            “It’s also important to make this experience as easy as possible, rather than cumbersome and time intensive. That needs to be catered and customised to the individual business segments.”

            Prioritising the planet

            Another area Rai Gupta is seeing talked about a lot is sustainability. This topic has, for some, been sidelined a little in favour of advanced technology. But it’s just as important as it’s always been, and it’s vital to keep the discussion alive – especially in procurement.

            “More and more, companies are realising the impact they’re having on the environment,” Rai Gupta explains. “It’s an increasing priority on all our agendas. The technology is still nascent in that space, in the sense that there aren’t good ways to do benchmarking or tracking. That’s going to be an interesting space to watch out for.”

            The next generation

            Another hot topic of the DPW NYC Summit was the talent shortage. We at CPOstrategy discuss this topic a lot with procurement professionals, and there’s no one answer for fixing the issue.

            “There’s a dearth of good digital talent,” Rai Gupta states. “The skillset you need today in procurement is very different from what we’ve had before. To be able to leverage that, to really make use of the procurement teams you have and the operational model you want, it’s a different challenge. The structure of your team is more important than ever. 

            “While that shortage is there, when you do have the right people in place in procurement, that’s where the department shines,” Rai Gupta adds. “That’s where procurement becomes a group of trusted advisors for the business, providing proactive opportunities. We wear a lot of hats in procurement, and we’re stepping up to a new level of evolution.”

            Advanced tech for good

            And, of course, AI and orchestration are terms on everyone’s lips right now – procurement included. AI is, in Rai Gupta’s words, “a solver”. Many of the blockages and challenges procurement is experiencing as it evolves can be solved, or at least aided, by AI and orchestration. “There’s so much tech out there,” Rai Gupta states. “AI is one such possibility. Every segment of procurement comes with its own risks and requires its own expertise and tool sets. 

            “To manage that whole ecosystem is where that orchestration comes in. There’s a real beauty in this because it’s collaborative. It makes the whole bigger than its parts.”

            We chatted with Johan-Peter Teppala from Sievo about why procurement needs to use technology wisely.

            When CPOstrategy attended the DPW NYC Summit back in June, one of the buzzwords of the day was trends. Trends in procurement, trends in technology, and how to combine the two. The event was filled with productive discussions around how procurement can benefit from data and advanced technology. This led to a hopeful vibe throughout the day, despite and because of acknowledgements of procurement’s shortfalls. 

            We caught up with Johan-Peter Teppala, Chief Customer Officer of Sievo, at the NYC conference. For Teppala, that hopefulness is something he took away from the event. “It is great to see so many companies out there with keen interest in adopting new securities and technologies,” he says. “Procurement has increasing demand to do more with less, which explains also the need for technology to drive efficiency and to deliver more. I think it’s just inertia that’s slowing us down.”

            However, advanced technology is helping shift the inertia that’s so prevalent across procurement. “Developments in GenAI have been exceptionally fast, especially recently,” Teppala adds. “With an increasing amount of practical Gen AI use cases, this has become a topic that touches each and everyone in procurement. At Sievo, we are dedicating R&D budgets to AI innovations. We have quickly been able to ramp up many practical use cases for our clients to deliver business value in this area.”

            Using data and technology wisely

            Teppala continues: “Sievo strives to withhold our position as the leading Procurement Analytics partner for large enterprises. We are driven by the goal to close the data-to-action gap. We believe analytics alone has zero value, it’s the actions that we take that drive the value.” This was a topic that was repeated several times during the DPW NYC Summit.

            “As a result, SIevo’s goal is to ensure our customers can use their time most efficiently. We help them make business-impacting decisions and best use their expertise, whilst Sievo automatically surfaces insights that they can take action on. First and foremost, our work is about carving out insights. And once you have those insights, how do you automate those actions to create opportunities? That’s definitely one thing we’re keen to solve.”

            Sievo is also focusing its attention on gen AI – how it can be adopted and what the use cases are. “AI for data cleansing has been around for a while,” says Teppala. “Right now, Gen AI is getting really good traction from a technology point of view. It’s not just insights, but adopting AI into chat interfaces, and reaping the benefits with implementable actions. It’s amazing.”

            The changing talent landscape

            The increased adoption of AI is going to also change the talent landscape within procurement. Another heavily-discussed topic during DPW NYC was the talent shortage and how it has the potential to slow procurement down. However, advanced technology may be the thing that accelerates it once again.

            “The talent you need is changing,” says Teppala. “The procurement mandate has widened  beyond delivering cost savings. Now, it’s also about driving sustainability initiatives, emission reductions, increasing diverse spending, and preventing supply chain risks. Procurement has to be creative and resource-effective for reaching ideal outcomes. This is a big challenge but also a big opportunity and also impacts the talent needed in procurement. 

            “You don’t necessarily need to hire superstars who know everything. It’s about teamwork. Building a procurement team out of people who possess all these modern talents, who can support each other. I can’t know whether this is going to solve the talent shortage, but at least we’re shifting towards a different kind of talent as capabilities change. 

            Teppala concludes: “We need to be thinking more about what kind of team we actually want to build – not just what kind of really good, talented individual we can find.”

            For a company like TealBook, data is king. The organisation helps businesses to navigate the complex supplier landscape by offering…

            For a company like TealBook, data is king. The organisation helps businesses to navigate the complex supplier landscape by offering a foundation of high-quality data. This is something that’s often sorely missing in procurement.

            “We have a data problem,” Stephany Lapierre, CEO and Founder of TealBook, told us when we caught up with her at the DPW NYC Summit in June. “It’s always been my view that we don’t have a software or people problem – it’s data. If we could achieve better data – no matter the data stack, no matter the maturity, no matter the vertical – it would be truly transformative.”

            Creating a data foundation

            Lapierre has watched procurement’s attempt to tackle advanced technology without good data. Simply buying software is the easy part. Some have even tried to build their own architecture around that software. However, that’s often unsuccessful and highly manual. This is what led to the creation of TealBook.

            “We’re in this pursuit of how we can deliver to the market,” Lapierre states. “We’ve been building a trusted data foundation for eight years.” More recently, the second version of TealBook’s service is significantly more powerful than the first. This allows it to ingest data at speed and set up new data sources within a couple of hours. “The more data sources, the more suppliers we’re covering, the more attributes per supplier. And, the more signals to improve the TrustScore and the confidence behind the quality of our data.”

            Never ignore the fundamentals 

            The fact that quality data is all too often overlooked in procurement in favour of advanced technology was something of a theme at the DPW NYC Summit. The opinion of Lapierre is that there’s little point in implementing advanced tech without first having usable data in place. Many others at the event felt the same.

            “It’s like buying a house because you love the house, but paying no attention to its foundation, plumbing, or electrics,” she explains. “Procurement has been buying up technology solutions, wanting to see the workflow, the UI, what it can do. However, people aren’t asking where that data comes from. How is it being evaluated? What about the compliance side of having suppliers populating a portal?

            “Procurement has more and more requirements to get more and more data, so filling the gaps becomes more difficult. There are also increasing demands for transparency, and for regulators to have better quality information. When you’re reporting something, you have to really trust that information. That’s how you give confidence to your board or leadership team.”

            A shift in focus

            The upside of this disconnect is that Lapierre fully expects the pursuit of better data to be a key trend in procurement over the next few years. “I’ve found that no-one talks about the data layer in procurement,” she states. “They brush it under the rug or underestimate how critical it is to use data to feed large language models for better insights. As data becomes more accessible, the need for a trusted data foundation becomes more important. You need good data posture.”

            With this very topic being discussed openly at prestigious events like the ones DPW hosts, procurement professionals and leaders are actively working towards solving this blockage. “The problems have to be solved in order to leverage the exponential value of Gen AI, automate workflows, and bring intelligence in across all these functions,” Lapierre continues. 

            “Consider: what would it mean to your business if you could actually solve that data problem, drive better outcomes, and truly digitise the procurement function?”

            We caught up with Danielle McQuiston from Candex to discuss why procurement is risk-averse, and how the business can help.

            Candex, a B2B fintech company, has been going through some exciting changes recently. In the five years that Danielle McQuiston – its Chief Customer Officer – has been with the business, it’s gone from its venture round to A series in 2021 and into B series, which it closed out in 2023. Its goal is to make life easier for procurement professionals across sectors. This is because having trusted services at their disposal is one step towards changing procurement’s risk-averse reputation.

            Candex’s value proposition is as a tech-based master vendor that helps enterprise buyers engage and pay small and irregular vendors through an easy, quick, streamlined process. The obvious ‘low-hanging fruit’ use case at most enterprise organisations is to use Candex to avoid setting up new vendors for small, infrequent purchases. 

            While tackling this low-hanging fruit demonstrates an immediate benefit, Candex is now taking it a step further. It’s helping enterprise clients understand the additional benefits and value that they can get from the solution. We caught up with McQuiston at the DPW NYC Summit in June, an event which featured innovative solutions in procurement. In particular, AI.

            Creating and avoiding risk

            “The companies that only go for the easy wins still have tens of thousands of suppliers that they hold in their vendor master. They don’t closely manage them and really don’t know them,” McQuiston says. “At some point, these companies have onboarded a supplier to make a small purchase. When they do, they do minimal checks on the vendors since the purchase is small or one-time only. But now that ‘small’ vendor is in the company’s system for anyone to engage with – sometimes forever. These companies are left with little-known and unmanaged vendors taking up 80% of their vendor master. This, in turn, creates risk for the enterprise.” 

            Candex can mitigate this risk and empower companies to focus more on strategic relationships. It does this by helping companies offboard their non-strategic vendors, and engage vendors only as needed. Businesses can do this with the confidence that Candex applies robust compliance screening and third-party diligence to all vendors as part of its standard processes. 

            As a result, Candex has started helping clients realise how they can reach their initial objectives of deriving more value by lowering risk exposure. By helping them focus on strategic suppliers, they can increase their working capital, accelerate the speed of doing business, and support their supplier diversity programs.

            “All those aspects are where my focus is currently,” McQuiston explains. “Along with that, over the next few years, we will continue to make the process even more user-friendly. We’ll also further develop our solutions to meet the ever-changing commercial, compliance, and security landscapes. We can make the system even more intuitive, and help our customers streamline internal processes so things are faster and more cost-effective.”

            The roadblocks

            Implementing technology solutions to improve procurement is the name of the game across the sector, after all. It was talked about extensively at DPW NYC in June, where we spoke to McQuiston about Candex and trends. Unfortunately, there’s a roadblock for the sector, which is that procurement is risk-averse.

            McQuiston explains. “We work primarily with Fortune 2000 companies, and I can’t tell you how many I’ve met up with who have outright told me they’re risk-averse. They all think that’s unusual, but they all say it and most of them are the same. It doesn’t matter if you’re in pharmaceuticals or consumer goods or banking – everyone is in the same boat regarding risk.”

            This is because, as a function, procurement was created to ensure security of supply, controlling both quality and cost. “Procurement was born out of the supply chain world with a focus on direct spend. Out of the need to make sure prices don’t go up – and, in fact, go down,” McQuiston continues. 

            “Procurement has always been the enforcer of the financial rules. That’s the only way they were able to have an impact on the business initially. Now, procurement wants a seat at the table and is able to more broadly bring value to the business. In return, businesses are asking procurement to ease their role as the enforcer in order to have that seat. This is tough for procurement because, by nature, they’re nervous about losing control since that is how they have added value in the past.”

            Hope is here

            This may be a challenge, but the march of change isn’t stopping. There’s hope in the air. This is thanks to companies like Candex, as well as the arrival of new technologies. For example, artificial intelligence, which the business world is increasingly looking to leverage.

            “AI is the whole theme of this conference,” McQuiston said of DPW NYC. The event spawned many fascinating conversations, not to mention encouraging ones. As the business world utilises technology better, procurement is only going to get better. And AI can help support procurement teams as they look to calibrate their solutions and right-size their approach to risk, efficiency, and value-add for the business. 

            “I’m very interested to see how innovative solutions like Candex, as well as AI solutions, become disruptors – in a good way,” says McQuiston. “A lot of other solutions that have tried to enter the procurement space have struggled to really break in and push for significant change. 

            “However I believe that if you solve a real problem and have good technology, you will be successful. AI may be able to really help further support technology solutions in their mission to simplify the procurement stack and positively address user experience challenges,” McQuiston concludes.

            Global cloud services point-of-sale provider, GK Software, was founded over 30 years ago in Germany. For most of its existence,…

            Global cloud services point-of-sale provider, GK Software, was founded over 30 years ago in Germany. For most of its existence, its focus was on expanding across Europe. However, in 2015, GK broke into the US when its partnership with SAP helped it drive into that vital market. The business has been thriving stateside ever since. Its core business is a point-of-sale software platform – CLOUD4RETAIL – which features the OmniPOS solution. Today, GK is ranked highly in global POS installations and has been among the top three for the last five years.

            GK is an organisation committed to continuous improvement and customer engagement. It is evolving, getting into newer technologies like AI in a big way. It’s leveraging its expertise to improve insights into what its retail customers and their shoppers need. This includes everything from price optimisation to loyalty to self-service technologies.

            Its ability to provide these services, through its expertise, is what attracted Virginia ABC to GK Software. Virginia ABC was a previous user of SAP’s point-of-sale (POS) solution, but as the authority evolved, it required an updated POS. 

            GK Software meets Virginia ABC

            Enter: GK Software. “As a result of our relationship with SAP and with Paul Williams at Virginia ABC, we were shortlisted in their new point-of-sale solution selection,” explains Max Francescangeli, Regional Sales Director at GK Software.

            “With Virginia ABC, we went through quite an extensive selection process. It’s a government agency, so the rules are very strict,” says Francescangeli. “But we were able to prove that we could use our expertise to address and solve all of their problems in spite of the unique environment they operate in. They needed a flexible solution that would interact well with their legacy platforms during implementation. We were certainly able to provide that. So, we were eventually awarded the business and the project has been extremely successful.”

            The approach GK takes with its customers during these projects highlights just how much out-of-the-box capability its solution has. GK’s team spent a lot of time with Virginia ABC. The organisation examined its business requirements and using a consultative approach to show how its software could be configured. This was so it could meet the end-state business requirements and take advantage of best-of-breed capabilities that exist within GK’s platform. 

            “Rather than going there and trying to do a lot of customisation, we wanted to help them take advantage of the software as it exists,” Francescangeli adds. There were also other areas where GK was able to provide a lot of value and expertise to Virginia ABC. These include payment processing and its partner ecosystem. Virginia ABC was previously using a payment provider with limited capabilities, but GK was able to step in and expand the technology set. “We gave them more hardware choices, expanding what they could do with their in-store devices.”

            Virginia ABC also needed more advanced reporting and analytics within its environment. So, GK introduced a solution called Advanced Central Electronic Journal and Reporting. Francescangeli continues: “It saved them a tremendous amount of effort, and gave them a lot of flexibility. We implemented that very quickly and they gained business value from it immediately.”

            An evolving partnership

            GK Software and Virginia ABC worked on initial deployment for the first 12 months of the project, and GK has continued to supply its services ever since. Each year after the first, Virginia ABC has expressed interest in something else GK offers. As a result, the relationship has remained close and Virginia ABC continues to expand the partnership.

            “Paul and his team have been champions of ours and we’re champions of theirs as well,” Francescangeli states. “Due to the relationship we have with Virginia ABC, we have been able to secure business from other retailers in the same space because they have confidence that we know how to handle the market.”

            “GK checks a lot of boxes retailers are looking for,” Bill Miller, North American VP of Sales at GK adds. “We’re in this inflection point where we offer modern technology that also has a lot of functionality out of the box, and that’s what people want. That’s what Virginia ABC wanted, and that’s what we supplied.”

            Read more about Virginia ABC’s story, and the part GK Software has played, in issue 49 of Interface Magazine.

            Our cover story this month focuses on the work of Arianne Gallagher-Welcher. As the Executive Director for the USDA Digital…

            Our cover story this month focuses on the work of Arianne Gallagher-Welcher. As the Executive Director for the USDA Digital Service, in the Office of the OCIO, her team’s mission is to drive a tech transformation at the USDA. The goal is to better serve the American people across all of its 50 states.

            Welcome to the latest issue of Interface magazine!

            Welcome to a new year of possibility where technology meets business at the interface of change…

            Read the latest issue here!

            USDA: The People’s Agency

            “We knew that in order for us to deliver what we needed for our stakeholders, we needed to be flexible – and that has trickled down from our senior leaders.” Arianne Gallagher-Welcher, Executive Director for the USDA Digital Service reveals the strategic plan’s first goal. Above all, the aim is to deliver customer-centric IT so farmers, producers, and families can find dealing with USDA as easy as using an ATM.

            BCX: Delivering insights & intelligence across the Data & AI value chain

            We also sat down with Stefan Steffen, Executive Leader for Data Insights & Intelligence at BCX. He revealed how BCX is leveraging AI to strategically transform businesses and drive their growth. “Our commitment to leveraging data and AI to drive innovation harnesses the power of technology to unlock new opportunities, drive efficiency, and enhance competitiveness for our clients.”

            Momentum Multiply: A culture-driven digital transformation for wellness

            Multiply Inspire & Engage is a new offering from leading South African insurance provider Momentum Health Solutions. Furthermore, it is the first digital wellness rewards program in South Africa to balance mental health and physical health in pursuing holistic wellness. CIO, Ndibulele Mqoboli, discusses re-platforming, cloud migrations, and building a culture of ownership, responsibility, and continuous improvement.

            Clark County: Creating collaboration for the benefit of residents

            Navigating the world of local government can be a minefield of red tape, both for citizens and those working within it. Al Pitts, Deputy CIO of Clark County, talks to us about the organisation’s IT transformation. He explains why collaboration is key to support residents. “We have found our new Clark County – ‘Together for Better’ – is a great way to collaborate on new solutions.”

            Also in this issue, we hear from Alibaba’s European GM Jijay Shen on why digitalisation can be a driving force for SMEs. We learn how businesses can get cybersecurity right with KnowBe4 and analyse the rise of ‘The Mobility Society’.

            Enjoy the issue!

            Dan Brightmore, Editor

            • People & Culture

            Timothy Woodcock, Director of Procurement at CordenPharma, discusses the new wave of change following acquisition and amid transformation

            We have a bumper issue of fascinating exclusives this month!

            Corden Pharma: Powering Change

            Timothy Woodcock, Director of Procurement at CordenPharma, discusses the new wave of change following acquisition and amid transformation 

            Change is here, get busy. Indeed, some organisations are further along a transformation journey than others.
            For CordenPharma, a Contract Development and Manufacturing Organisation (CDMO) partner, they are right on track. 

            CordenPharma supports biotech and pharma innovators of complex modalities in the advancement of their drug development lifecycle. Harnessing the collective expertise of the teams across its globally integrated facility network, CordenPharma provides bespoke outsourcing services spanning the complete supply chain, from early clinical-phase development to commercialisation. Recognised as a key partner to the pharma industry, CordenPharma provides state-of-the-art know-how, an integrated product offering end-to-end capabilities from early-stage development to commercial large-scale manufacturing. 

            A closer look 

            Timothy Woodcock has been the Director of Procurement at CordenPharma since October 2022 and is based in Basel, Switzerland. He explains that since joining over a year ago, while it was a “good start”, he admits to discovering some surprises after closer inspection. “There was a lot of information to get to grips with at the start and it was spread wide and thin,” he tells us. “But the team is certainly key and they have helped me pull it together through solid collaboration and engagement. Of course, there were a few surprises in the process realm, but that’s what makes this challenge so interesting to me.”

            Read the full story here

            carbmee: Carbon management for complex supply chains

            Prof. Dr. Christian Heinrich, Co-Founder at carbmee, discusses his organisation’s journey to being the trusted solution provider for carbon management.

            ​​carbmee means carbon excellence for complex supply chains. It is the carbon management solution for automotive, manufacturing, chemical, pharmaceuticals, medtech, hi-tech, logistics, and FMCG industries. Whether to assess emissions holistically throughout the entire company, product or suppliers, carbmee EIS™ platform can create the transparency required for uncovering optimal emissions reduction potential and at the same time, stay compliant with upcoming regulations like CBAM.

            carbmee’s journey

            Christian Heinrich has been the Co-Founder at the organisation since January 2021. While some executives end up in procurement and supply chain by mistake, for Heinrich he affirms it was “always” the industry for him. As far as he’s concerned, collaboration is a big piece of the puzzle and Heinrich points to his diverse experience in a range of different industries and sectors which have helped him along the way to forming carbmee. 

            “This was actually one of the reasons my co-founder Robin Spickers asked me to leverage my supply chain knowledge,” he says. “Robin had expertise in sustainability areas like Product LifeCycle Assessments and I had that in procurement and supply chain. We connected together and created carbmee to have scope 1, 2 and 3 solutions for carbon accounting and carbon reduction, which also combines the lifecycle analysis.”

            Read the full story here!

            Hemofarm: Strength through glocal procurement

             Zorana Subasic, Director SEERU & PSCoE Cluster Procurement at Hemofarm A.D. reveals how a glocal approach is transforming procurement at the pharmaceutical… 

            Zorana Subasic is all about people. She heads up procurement for Hemofarm, the largest Serbian exporter of medicinal products, with a share of more than 70% of the total pharmaceutical. It sells pharmaceutical products on four continents in 34 states and, since 2006, has been part of the multi-national pharmaceutical giant STADA Group. 

            Meeting the challenges

            Zorana explains that her priority is focusing on people, both within her team and in the wider company, a priority that has been even more important during the last few challenging years and has impacted her leadership style.  ”These are areas that were new for me – managing people in ‘business as usual’ times is completely different to what we’ve been through in the last two or three years. It has affected people, and how it was for me to manage people in difficult times – understanding the challenges around us and making sure that people also understand the challenges.”

            Read the full story here!

            Elon: Procurement as a strategic partner

            Onur Dogay, CPO at Elon Group, reflects on a year of procurement evolution and making the function an indispensable partner to the organisation…

            A lot can happen in a year. Just ask Onur Dogay. In late summer 2022 he arrived in Sweden from his native Turkey to take the helm of a complex and evolving procurement environment at Elon Group AB, the Nordic region’s leading voluntary trade chain for home and electronic products. That he joined just a month after a significant merger that cemented the company’s market-leading position was no coincidence. Rather, Dogay was brought on board with a specific mission: use his industry experience and passion for transforming procurement to sustain the company’s market status while spearheading growth in new areas of retail and electronics. 

            And he hasn’t slowed down since. In little over 12 months, Dogay has overseen a procurement evolution that includes setting a new data strategy that’s aligned with the broader company vision, shifting procurement’s role to be less transactional and more of a strategic business partner, improving communication and partnerships both internally and externally with suppliers, and overseeing the greater use of data and technology to enhance forecasting and planning capabilities. 

            A seasoned procurement professional

            A glance at Dogay’s CV to date leaves little surprise at his success. He is a seasoned procurement professional, with more than 20 years’ experience in procurement leadership positions working across internationally dispersed teams in Europe. “My background is particularly strong in retail, consumer electronics, telecom, and IT business units,” he explains, “including at Arcelik, one of the world’s largest manufacturing companies, and also for one of the biggest retailers in Europe, MediaMarkt. At the time of the merger in 2022 here at Elon Group, this experience, as well as the good relationships I had with many of the suppliers and brands we work with now, was the perfect match for the company.” 

            Read the full story here!

            Microsoft: A sustainable supply chain transformation

            In the past four years, Microsoft has gained more than 80,000 productivity hours and avoided hundreds of millions in costs. Did you miss that? That’s probably because these massive improvements took place behind the scenes as the technology giant moved to turn SC management into a major force driving efficiencies, enabling growth, and bringing the company closer to its sustainability goals. 

            An exciting time

            Expect changes and outcomes to continue as Dhaval Desai continues to apply the learnings from the Devices Supply Chain transformation – think Xbox, Surface, VR and PC accessories and cross-industry experiences and another to the fast-growing Cloud supply chain where demand for Azure is surging. As the Principal Group Software Engineering Manager, Desai is part of the Supply Chain Engineering organisation, the global team of architects, managers, and engineers in the US, Europe, and India tasked with developing a platform and capabilities to power supply chains across Microsoft. It’s an exciting time. Desai’s staff has already quadrupled since he joined Microsoft in 2021, and it’s still growing. Within the company, he’s on the cutting edge of technology innovation testing generative AI solutions. “We are actively learning how to improve it and move forward,” he tells us. 

            Read the full story here!

            Click here to read the entire magazine!

            Our final cover story for 2023 explores how Deputy CIO May Cheng is accelerating a digital customer and product-centric approach…

            Our final cover story for 2023 explores how Deputy CIO May Cheng is accelerating a digital customer and product-centric approach to IT management for the International Trade Administration (ITA).

            Welcome to the latest issue of Interface magazine!

            Interface showcases leaders at the forefront of innovation with digital technologies transforming myriad industries.

            Read the latest issue here!

            ITA: A better digital government experience

            We connect once more with the tech trailblazers at the International Trade Administration. Deputy CIO May Cheng and her team are accelerating adoption of ITA’s customer and product-centric approach to IT management. In addition, their focus is on Agile, DevSecOps, Value Proposition, and Human Centred Design. “In 2023, we launched 13 products, three MVPs and saw enhancements operationalised. Moreover, the digital model has enabled a partnership between business and IT. The result is clearer lines of shared responsibility, transparency in resources, and a continuous learning culture across the agency.”

            Businessman touching data analytics process system with KPI financial charts, dashboard of stock and marketing on virtual interface. With American flag in background.

            Royal Papworth Hospital NHS Trust: Digitally transforming patient care

            The Royal Papworth Hospital NHS Foundation Trust is centred on bringing tomorrow’s treatments to today’s patients with a clear mission to provide excellent, specialist care to patients suffering from heart and lung disease. We hear from Andrew Raynes who took up his role as CIO in 2017. He is overseeing a digital transformation program bringing value to staff and patients. “Using the global language of interoperability… we’ll see greater efficiency in terms of use of technology and sweating our assets. Furthermore, exploiting the benefits to support seamless care by allowing standards to do the heavy lifting.”

            Toronto Community Housing: Supporting tenants with tech

            Toronto Community Housing houses tenants in 106 of Toronto’s 158 neighbourhoods. It ensures over 43,000 low and moderate-income families are supported in their continuously managed homes. Luisa Andrews, VP Information Technology Services tells us it’s the best role she’s had in her career. “It’s the most challenging, and where I’ve seen the most progress in a short amount of time. I’m proud of my team and what we’ve accomplished in five years. We, and our partners, have enabled the corporation, through technology, to do what it needs to do for our tenants.”

            Marshfield Clinic Health System:

            Marshfield Clinic Health System provides care at over 50 locations across the US state of Wisconsin. Chief Data & Analytics Officer Mitchell Kwiatkowski explains its tech mantra to us: “We’re trying to toe that line while examining new technologies as they come out. We’re aiming to understand what they are, how they can help, and implementing things that are mature enough and show promise. I don’t think healthcare is necessarily risk-averse; it’s a highly regulated area that doesn’t always have deep pockets for investment. However, it’s people’s health at stake, so we have to be careful…”

            Also in this issue, we get the lowdown on the tech trends for 2024 from Hitachi Vantara innovation guru Bjorn Andersson. We also hear from the WatchGuard Threat Lab research team with their cybersecurity predictions for the year ahead.

            Enjoy the issue!

            Dan Brightmore, Editor

            This month’s cover story charts NAB’s journey to support SMEs with customer-centric digital solutions. Welcome to the latest issue of…

            This month’s cover story charts NAB’s journey to support SMEs with customer-centric digital solutions.

            Welcome to the latest issue of Interface magazine!

            Interface showcases leaders at the forefront of innovation with digital technologies transforming myriad industries.

            Read the latest issue here!

            NAB: Reinventing Small Business Banking

            A passionate advocate for diversity, inclusion and equity of opportunity, Executive GM Ana Marinkovic leads a team of 1,600+ small business experts. They lend over $1.2bn a month to Australian small businesses. National Australia Bank (NAB) plays a major role in propelling entrepreneurship across the country. Delivering better outcomes for small business owners sits at the very heart of NAB’s strategy. “Our scale and connectivity help us to tackle some of the biggest challenges facing our business and the communities we operate in,” says Ana.

            TUI: Making travel plans mobile

            The mobile side of TUI has never been more vital. TUI’s mobile apps were officially launched in 2013 and began as something of a proof of concept. For the entire international industry, moving from web to mobile devices was a huge shift. The initial set of apps were very skeletal and only integrated for UK and Nordic customers.

            One of this year’s goals is to accelerate the native journey to make all the customer journeys native. This will further improving the customer experience. After a recent UI refresh, the app look and feel is fresh and sleek, and has plenty of exciting features for customers to enjoy. “Just in the last couple of months we’ve introduced an integration with OpenAI for a travel planner that helps you choose excursions,” Donia adds. “Seeing it grow over the years is so exciting.”

            TARA Energy Services: tech fuelling growth

            “Continuous improvement is woven into the fabric of the culture at TARA Energy Services,” says its proud Director of IT, Paul Parzen. “Every day, we face new challenges, both operationally in the field and strategically in the boardroom. We must make sure the organisation’s IT strategy for data management, core infrastructure, network architecture, and security is ready to meet them.”

            “Some people might say, ‘wow, a pension. That sounds a little boring.’ But at the end of the day, what we do is help people retire in the best way possible and that’s a pretty good place to be.”

            Those are the words of Dee McGrath, CEO of Link Group’s Retirement Solutions since May 2019. The company is a global, digitally-enabled business connecting millions of people with their pension assets – safely, securely and responsibly. 

            Evara Health: Technology delivering care for all

            Evara Health’s mission statement is to help people become healthy and live healthy lives, and that means all people. A lot of health organisations don’t serve everybody and their treatments aren’t available under many types of insurance. However, Evara Heath doesn’t turn anybody away. It supports the underserved and the uninsured, and patients are treated regardless of whether they can afford it. Around 25% of patients have no insurance at all, and over half are covered by Medicaid, which isn’t accepted by everyone.

            Enjoy the issue!

            Dan Brightmore, Editor

            This month’s cover story charts NAB’s journey to support SMEs with customer-centric digital solutions. Welcome to the latest issue of…

            This month’s cover story charts NAB’s journey to support SMEs with customer-centric digital solutions.

            Welcome to the latest issue of Interface magazine!

            Interface showcases leaders at the forefront of innovation with digital technologies transforming myriad industries.

            Read the latest issue here!

            NAB: Reinventing Small Business Banking

            A passionate advocate for diversity, inclusion and equity of opportunity, Executive GM Ana Marinkovic leads a team of 1,600+ small business experts. They lend over $1.2bn a month to Australian small businesses. National Australia Bank (NAB) plays a major role in propelling entrepreneurship across the country. Delivering better outcomes for small business owners sits at the very heart of NAB’s strategy. “Our scale and connectivity help us to tackle some of the biggest challenges facing our business and the communities we operate in,” says Ana.

            TUI: Making travel plans mobile

            The mobile side of TUI has never been more vital. TUI’s mobile apps were officially launched in 2013 and began as something of a proof of concept. For the entire international industry, moving from web to mobile devices was a huge shift. The initial set of apps were very skeletal and only integrated for UK and Nordic customers.

            One of this year’s goals is to accelerate the native journey to make all the customer journeys native. This will further improving the customer experience. After a recent UI refresh, the app look and feel is fresh and sleek, and has plenty of exciting features for customers to enjoy. “Just in the last couple of months we’ve introduced an integration with OpenAI for a travel planner that helps you choose excursions,” Donia adds. “Seeing it grow over the years is so exciting.”

            TARA Energy Services: tech fuelling growth

            “Continuous improvement is woven into the fabric of the culture at TARA Energy Services,” says its proud Director of IT, Paul Parzen. “Every day, we face new challenges, both operationally in the field and strategically in the boardroom. We must make sure the organisation’s IT strategy for data management, core infrastructure, network architecture, and security is ready to meet them.”

            “Some people might say, ‘wow, a pension. That sounds a little boring.’ But at the end of the day, what we do is help people retire in the best way possible and that’s a pretty good place to be.”

            Those are the words of Dee McGrath, CEO of Link Group’s Retirement Solutions since May 2019. The company is a global, digitally-enabled business connecting millions of people with their pension assets – safely, securely and responsibly. 

            Evara Health: Technology delivering care for all

            Evara Health’s mission statement is to help people become healthy and live healthy lives, and that means all people. A lot of health organisations don’t serve everybody and their treatments aren’t available under many types of insurance. However, Evara Heath doesn’t turn anybody away. It supports the underserved and the uninsured, and patients are treated regardless of whether they can afford it. Around 25% of patients have no insurance at all, and over half are covered by Medicaid, which isn’t accepted by everyone.

            Enjoy the issue!

            Dan Brightmore, Editor

            Cybersecurity leader Shinesa Cambric on Microsoft’s innovation journey to identify, detect, protect, and respond to emerging threats against identity and access

            This month’s cover story highlights a cybersecurity program protecting billions of users.

            Welcome to the latest issue of Interface magazine!

            Interface showcases leaders at the forefront of innovation with digital technologies transforming myriad industries.

            Read the latest issue here!

            Microsoft: Innovation in Cybersecurity

            Shinesa Cambric is on a mission to drive innovation for cybersecurity at Microsoft. Moreover, by embracing diversity and opening all channels towards collaboration her team tackles anti-abuse and delivers fraud-defence. Continuous Improvement doesn’t just play into her role, it defines it…

            “In the fraud and abuse space, attackers are constantly trying to identify ways to look like a legitimate user,” warns Shinesa. “And this means my team, and our partners, have to continuously adapt. We identify new patterns and behaviours to detect fraudsters. At the same time, we must do it in such a way we don’t impact our truly ‘good’ and legitimate users. Microsoft is a global consumer business and any time you add friction or an unpleasant experience for a consumer, you risk losing them, their business and potentially their trust. My team’s work sits on the very edge of the account sign up and sign in process. We are essentially the first touch within the customer funnel for Microsoft – a multi-billion dollar company.”

            ABB: Digital Technolgies contributing towards Net Zero

            Nigel Greatorex, Global Industry Manager for Carbon Capture and Storage (CCS) at ABB Energy Industries, explains how digital technologies can play a critical role in the transition to a low carbon world. He highlights the role of CCS in enabling global emissions reductions and how challenges can be overcome through digitalisation…

            “It is widely recognised decarbonisation is essential to achieving net zero emissions by 2050. Therefore, it’s not surprising that emerging decarbonisation technology is becoming an increasingly important, and rapidly growing market.”

            CSI: How can your IT estate improve its sustainability?

            Andy Dunn, Chief Revenue Officer at IT solutions specialist CSI, reveals how digital technologies can contribute to ESG obligations: “Sustainability is a now seen as a strategic business imperative, so much so that 74% of companies consider Environmental, Social and Governance (ESG) factors to be very important to the value of their company. Additionally, we know almost three in four organisations have set a net zero goal. With an average target date of 2044, 50% of organisations are seeking more energy efficient products and services.”

            https://www.youtube.com/watch?v=tsDaZiSO1ho

            “Optimising energy use and consolidating servers and storage infrastructure form a strong basis for shaping a more environmentally friendly and efficient IT estate. It no longer needs to be the Achilles Heel of an ESG policy. “

            Mia Platform: Sustainable Cloud Computing

            Davide Bianchi, Senior Technical Lead at Mia Platform, explores the silver lining of sustainable cloud computing. He reveals how it can help us reduce our digital carbon thumbprint with collaboration, efficient use of applications, containerisation of apps, microservices and green partnerships.

            “We’re already on an important technological path toward ubiquitous cloud computing. Correspondingly, this brings incredible long-term benefits too. These include greater scalability, improved data storage, and quicker application deployment, to name a few.”

            Also in this issue, we hear from Doug Laney, Innovation Fellow at West Monroe and author of Infonomics and Data Juice. Also, we learn how companies can measure, manage and monetise to realise the potential of their data. And, Deputy CIO Melvin Brown discusses the people-centric approach to IT supporting America’s civil service at The Office of Personnel Management (OPM).

            Enjoy the issue!

            Dan Brightmore, Editor

            • Infrastructure & Cloud

            Doug Laney is Innovation Fellow at West Monroe and a leading Data & Analytics strategist. We caught up with the author of Infonomics and Data Juice to talk tech and how companies can measure, manage and monetise to realise the potential of their data

            Our cover story explores the rise of data and information as an asset.

            Welcome to the latest issue of Interface magazine!

            Interface showcases leaders aiming to take advantage of data, particularly in a new world of AI technologies where it is the fuel…

            Read the latest issue here!

            How to monetise, manage and measure data as an asset

            Our cover star is pretty big in the world of analytics… We meet the guy who defined Big Data. Doug Laney is Innovation Fellow at West Monroe and a leading Data & Analytics strategist. We caught up with the author of Infonomics and Data Juice to talk tech and learn how companies can measure, manage and monetise to realise the potential of their information. In his first book Laney advised companies to stop being fixated on hindsight-oriented analytics. “It doesn’t actually move the needle on the business. In the stories I’ve compiled over the last decade, 98% have more to do with organisations using data to diagnose, predict, prescribe or automate something. It’s not about asking questions about what happened in the past.”

            Canvas Worldwide: A data-driven media business

            Continuing this month’s data theme, we also spoke with Alisa Ben, SVP, Head of Analytics at full-service media agency Canvas Worldwide. Data has transformed the organisation, and what its clients do. “We look holistically at the client’s business and sometimes the tools we have might be right for them, sometimes not. It’s more about helping our clients achieve their business outcomes.”

            TUI Musement: from digital transformation to digital pioneer

            At travel giant TUI, handling data effectively is paramount when communicating consistently and meaningfully with up to 25 million customers annually. David Garcia, CIO for TUI Musement, talks about the tech evolution driving the travel giant’s provision of experiences, transfers and tours. It’s a big part of its operational shift from local to global. “As a CIO, I’ve always been interested in how the tech innovations we drive can support the business and add value.”

            Hiscox: making cybersecurity more accessible

            Liz Banbury, CISO at Hiscox and president of (ISC)² London Chapter, talks to us about how cybersecurity can become a more accessible, realistic career path for almost anybody. “When I was at school, topics like computer science didn’t even exist,” Banbury explains. “In one of my first jobs, over in Hong Kong, we were still using a typewriter! A lot has changed. My key point here is that there’s a lot of cybersecurity professionals who are really good at their job. They are inspiring, and have come from all walks of life. Crucially, they don’t have a maths, computer science, or technological background at all. But they still make great cybersecurity professionals.

            Portland Community College: Risk vs Speed in Cybersecurity

            Reet Kaur, former Chief Information Security Officer at Portland Community College, discusses the organisation’s transition to the cloud amid a digital transformation journey. I don’t want to work with people who just say yes all the time. I want my ideas challenged to help forge the excellence in the security programmes I help build.”

            DBHDS: Cybersecurity in healthcare

            The Virginia Department of Behavioral Health and Developmental Services (DBHDS) exists to create ‘a life of possibilities for all Virginians’ and transform behavioural health. Its focus is on supporting people across the entire commonwealth. It helps them get the support they need in order to take wellness and recovery into their own hands. In an area like healthcare, sensitive information is all over the place, meaning cybersecurity is a priority – and this is where Glendon Schmitz, CISO at DBHDS, comes in. The security team exists to help the wider organisation achieve its objectives with data. We’re there to protect the business, not the other way around.”

            Also in this issue, we schedule the can’t miss tech events and get the lowdown on IoT security from the Mobile Ecosystem Forum.

            Enjoy the issue!

            Dan Brightmore, Editor

            Welcome to issue 42 of CPOstrategy!

            This month’s cover story sees us speak with Brad Veech, Head of Technology Procurement at Discover Financial Services.

            CPOstrategy - Procurement Magazine

            Having been a leader in procurement for more than 25 years, he has been responsible for over $2 billion in spend every year, negotiating software deals ranging from $75 to over $1.5 billion on a single deal. Don’t miss his exclusive insights where he tells us all about the vital importance of expertly procuring software and highlights the hidden pitfalls associated.

            “A lot of companies don’t have the resources to have technology procurement experts on staff,” Brad tells us. “I think as time goes on people and companies will realise that the technology portfolio and the spend in that portfolio is increasing so rapidly they have to find a way to manage it. Find a project that doesn’t have software in it. Everything has software embedded within it, so you’re going to have to have procurement experts that understand the unique contracts and negotiation tactics of technology.” 

            There are also features which include insights from the likes of Jake Kiernan, Manager at KPMG, Ashifa Jumani, Director of Procurement at TELUS and Shaz Khan, CEO and Co-Founder at Vroozi. 

            Enjoy the issue! 

            Welcome to issue 41 of CPOstrategy!

            This month’s exclusive cover story features a fascinating insight into the procurement function at lighting giant, Signify.

            A forward-thinking enterprise constantly reevaluating and adapting its operations against an ever-changing landscape, Signify has recently transformed its procurement function. And so we join Luc Broussaud, Global Head of Procurement/CPO and Arnold Chatelain, Transformation Program Director for Signify’s Procurement Organization to see why, and how, they have evolved procurement at the company.

            Signify is a global organisation spread over all continents and Luc heads up the procurement function. According to Luc, he and his team no longer engage in traditional transactional procurement, but instead leverage digitalisation to deliver competitive prices as well as what they call ‘concept saving’, “Which is how we redesign or improve our product; leveraging the knowledge of our suppliers to make it cheaper, more efficient, easier to manufacture and install, and more sustainable for the planet.”

            CPOstrategy - Issue 41

            Luc joined Signify in 2018, after being the CPO of Nokia (based in Shanghai) and has always been working within procurement. He joined Signify with a broad skillset and a wealth of experience. “I joined because the people I talked to, from the COO to the CEO and CFO were all incredibly knowledgeable and passionate about procurement,” he reveals. Read the full story here!

            Not only that, but we also have some incredible insights from procurement leaders at Heijmans, Datadog, HICX, DPW, ProcureCon Asia and SourcingHaus Research! Plus, the very best procurement events of 2023.

            Enjoy the issue!

            We look into the need for a supply chain reset amidst inflation concerns, supply uncertainty, geopolitical issues and sustainability drives.

            Today’s supply chains are under pressure like never before.

            Amidst inflation concerns, supply uncertainty, geopolitical issues and sustainability drives, the modern supply chain is having to think twice about the way it operates. It means companies are rethinking their supply chain strategy as well as the materials they source and the suppliers they work with. But such significant change doesn’t come easy and isn’t necessarily cheap either. Indeed, these factors have led to the necessity of a great supply chain reset. But this is no easy fix. It impacts the entire business model, from strategy, marketing and design all the way through packaging, storage and transportation.

            Supply Chain Revolution

            The first part of a supply chain overhaul is rationalising the portfolio. A major review of the product portfolio could reveal what is profitable to make or sell. In many industries, the combined effect of the rising cost of products, logistics, carbon charges for border crossings and frequent supply disruptions is increasing the cost-to-serve, reducing gross margins and making it unprofitable to hold inventory as a buffer.

            Leading companies look for ways to improve communications among the supply chain, leadership, sales, and other commercial teams so that supply chain leaders clearly understand the trade-offs required to win in the market. The most successful companies are also involving other key stakeholders in the supply chain balance equation discussion, including finance, R&D, regulatory, sustainability, and procurement. This ensures everyone understands all the implications of the proposed overhaul, particularly what can actually happen.

            COVID-19 disruptions pushed companies to reorient their supply chains around resilience. According to Bain & Company, management at one global apparel firm recognised early on that this would require a transformation that would have ripple effects across other parts of the business. In order to make the correct decision, it pulled together a cross-functional strategy team that included the heads of supply chain, finance, sustainability, consumer insights, and the product’s business unit. The team saw the supply chain redesign as an opening to not only boost resilience but also responsiveness and sustainability. It found reducing reliance on any one location would provide insulation from supply disruptions, and making its products closer to customers would speed up delivery and shrink the supply chain’s carbon footprint.

            Design to delivery and beyond

            Taking a detailed view of the entire product journey, from design to delivery and beyond, can also help to simplify sourcing, by standardising as many elements as possible, reducing the range and specification of materials used for production and packaging. This means fewer suppliers and components, which lowers the exposure to disruption. Companies should investigate whether it’s possible to use less material and/or more recycled content, and whether this can reduce total cost of manufacture.

            Today, chief supply chain officers balance multiple conflicting needs of cost, service, sustainability, agility and resilience. As a result of increasingly international trade complexity and the need to manage a widening range of risks, it’s difficult to determine where products should be manufactured and sold. While the onshoring versus offshoring versus friendshoring debate remains, it is further complicated by issues such as sustainability, trade wars, agility and, increasingly, visibility.

            In the era of mass offshoring, manufacturers have enjoyed the huge scale efficiencies of large manufacturing centres in low-wage countries. For a wide range of products, there is a now a considerable and visible shift to get closer to the end customer, to ensure a faster response to changing consumer demands, while avoiding tariffs, cutting logistics costs and reducing carbon footprint.

            Looking ahead, supply chain has little choice. It can’t stand still and wait for the next black swan event to unfold – companies must be more resilient and fluid. A great supply chain reset may not just be a “nice to have” anymore.

            Mike Randall, CEO at Simply Asset Finance, discusses how to build a people-first strategy that enables growth.

            As the UK economy continues to balance on the edge of a recession, employee retention is quickly being pushed to the top of CEOs’ lists. Over the past couple of years, the job market has shifted dramatically with previously unheard terms such as ‘the great resignation’, ‘quiet quitting’ and ‘hybrid working’ becoming commonplace. People are rightly prioritising their working situation and job satisfaction levels, questioning whether they believe in the organisations they are committing so much time to.

            Consequently, there has been a power dynamic shift in favour of the workforce. Reportedly in the third quarter of 2022 businesses witnessed over 365,000 job-to-job resignations across the UK. In similar fashion, the phenomenon of ‘quiet quitting’ – doing the bare minimum required of a job – has become a growing concern but its rise is prompted by a growing number of employees feeling disengaged in their roles.

            Against this backdrop of a highly turbulent job market, and increasingly difficult macro-economic pressures, it’s vital for CEOs to prioritise a people-first strategy to ensure healthy growth for their business in 2023. Data from Deloitte has even revealed that experts believe how engaged a workforce feels can directly correlate to overall business output, with 93% of HR and business leaders in agreement that building a sense of belonging is crucial for organisational performance.

            Mike Randall, CEO at Simply Asset Finance

            However, creating the right environment and recruiting, maintaining and nurturing the right talent to ensure a people first approach can be daunting. With this in mind, here are four learnings CEOs might want to consider when approaching this challenge:

            1. Define your beliefs

            Before CEOs and founders can hope to attract the right talent, it is critical to first distil and translate the business vision into something that can be understood by employees. Put simply, this means defining the business’ beliefs.

            Some business leaders may already refer to this as an ‘employer brand’, and it can be key to not only securing better talent, but also saving a business money in the long-term. Data from LinkedIn for example, recently found that a strong employer brand can help to reduce employee turnover by as much as 28% and cost-per-hire by 50%. Defining these beliefs – or the tenets a business does and doesn’t stand for – is therefore the perfect exercise to put a vision onto paper, and clearly communicate it to its prospective talent.

            2. Build a solid culture

            Once these beliefs have been defined, they must be reflected, and built into a strong culture. A business’ beliefs should permeate through the whole organisation – from customer communications, to how staff are treated, to how leaders run the business. Culture should essentially be a representation of a business’ beliefs being put into practice.

            Building a strong culture in a business, however, is not solely about these beliefs but also extends into how employees are equipped with the tools they need to succeed. Companies that invest in learning and development for example, have been found to benefit from a 24% higher profit margin than those that don’t, according to the Association of Talent Development. Training and development should therefore be seen as a worthwhile and necessary investment that can solidify your culture and ensure profitability, not just an unavoidable cost.

            3. Invest in retention

            With research from Oxford Economics estimating the average turnover per employee earning £25,000 a year to be £30,000 plus, there is an evident cost to businesses that fail to invest in retention. Tackling this will mean regularly taking the time to truly understand what makes employees tick – and more specifically, understanding their motivations, attitudes, behaviours, strengths and weaknesses.

            As the past few years have evidenced, individuals are no longer deciding where they work solely based on salary, but are also thinking about employer values, flexibility, and benefits. To avoid employee churn, businesses should regularly take time to understand what drives their employees and implement retention strategies to address these drivers. Gathering and analysing employee data will play an important role here over the coming years, and should be built into a long-term strategy to optimise employee satisfaction.

            4. Build for the future

            A common challenge encountered by modern businesses and startups wanting to take a people first approach, can be their ability to stay committed to it. As a business grows in size and becomes successful, it can be all too easy to let external factors dictate its purpose and for it to lose sight of what it initially stood for. The reality is that when this happens, a business is in its most vulnerable state – as its beliefs become increasingly distant, and worse, employees no longer understand what it stands for.

            When creating a people-first strategy its therefore important to think long-term. If there are external factors that will potentially put this strategy at risk in future, it’s crucial to identify them, and put in practical steps to mitigate them where possible. The pandemic, for example, is a prime example of an external factor that interrupted the status quo of many businesses – disrupting employees, customers and operations in general. While they can be unpredictable in nature, having a plan to get through these times can help to get you back on track and reassure talent that a solution is in place.

            In this economic climate, defining beliefs, building a solid culture, and retention plan should be at the core of every business’ strategy. It’s only when these things are in place that a business can hope to attract and retain talented people that exude the same passion and values built into the heart of a business. As while a business’ growth may be defined by its leaders, it is delivered by its people who are putting that vision into practice.

            Mike Randall, CEO at Simply Asset Finance.

            Welcome to the launch issue of CEOstrategy where we highlight the challenges and opportunities that come with ‘the’ leadership role

            Our first cover story explores how Vodafone is leveraging strong leadership to drive the collaborations enabling businesses to champion change management and better use technology.

            Welcome to the launch issue of CEOstrategy!

            Tasked with accelerating business growth, while building the synergies across an organisation that can drive innovation to meet diverse customer needs and keep revenues on track, the modern CEO must be mentor, marshall and motivator on the journey to success.

            Read the launch issue here!

            Leadership with purpose at Vodafone

            “Leadership is purpose, it’s why do you do the things you do…”

            Our cover story throws the spotlight on Vodafone US CEO David Joosten; also Director for Americas & Partners Markets at Vodafone Business, he talks to CEOstrategy about leading from the front and setting the standards to deliver growth while keeping employees and customers happy.

            “People follow leaders that are honest about themselves. If you can reflect on what you’ve done well, but also where you need to improve it can inspire others to do the same.”

            EMCS Industries Ltd: How a CEO can navigate change management

            “Why hire talent and then tell them what do? You have so much to learn from the great people you hire. Micromanaging is not management, and it’s certainly not leadership. Let your people thrive!”

            Read our interview with EMCS Industries Ltd CEO Trevor Tasker for more thought-provoking insights on leadership from the shifting tides of the marine industry in this maiden issue.

            How to be an authentic leader

            “At the most basic human level, everyone knows what it’s like to feel heard by another person, and how that changes our behaviour. It can help anger and sadness subside and enable us to start seeing things differently. So, when employees are being listened to by their leaders, it can only help how an organisation operates.”

            Dr Andrew White, director of the Advanced Management and Leadership Programme at the University of Oxford’s Saïd Business School and host of the Leadership 2050 podcast series, explores transformative approaches to leadership for the modern CEO.

            How can CEOs drive forward culture change around diversity and inclusion?

            Diane Lightfoot, CEO of Business Disability Forum, explores the changing the narrative around diversity and inclusion in the workplace.

            “Disability is still often parked in the “too difficult” box when it comes to Diversity, Equity and Inclusion. Employers are often afraid of doing or saying the wrong thing and as a result, do or say nothing. As a CEO, the stakes feel (and often are) higher. That high profile platform can feel daunting at the best of times; when tackling an unfamiliar topic, it can feel positively overwhelming. But what we do and say as senior leaders has a huge impact. Indeed, it is critical in driving change.”

            https://www.youtube.com/watch?v=g-TRCm1dv6o

            Also in this launch issue, we get the lowdown on agile ways of working from Kubair Shirazee, CEO of Agile transformation specialists Agilitea. Elsewhere, we speak with Nirav Patel, CEO of the consultancy firm, Bristlecone – a subsidiary of Mahindra Group and a leading provider of AI powered application transformation services for the connected supply chain – who discusses the challenges facing CPOs and supply chain leaders in our uncertain times. And we analyse the latest insights for CEOs from McKinsey and Gartner.

            Enjoy the issue!

            Dan Brightmore, Editor

            Standard Bank CIO Bessy Mahopo on the challenges of operating in a fractured market and how the company overcomes them

            This month’s cover story highlights how technology is helping Standard Bank overcome the challenges of a fractured market to both drive business growth and improve services for customers.

            Welcome to the latest issue of Interface magazine!

            “Time may change me, but I can’t trace time…” sang David Bowie. Changes can be challenging to manage with the path to positive disruption not always a smooth change management journey.

            Interface dives deep for insights on understanding, planning, implementing and communicating change across industries.

            Read the latest issue here!

            Standard Bank: driving Africa’s growth

            Standard Bank CIO (CIB – Transactional Banking) Bessy Mahopo explains how one of South Africa’s largest banks is using its own digital transformation successes as a template to support the country’s ongoing technological evolution by overhauling IT from the inside out. “I believe that once we start moving the curve to fifth and sixth generation technology, we’re going to become even more of a value-producer.”

            The art of change management with SAP

            Maria Villar, Head of Enterprise Data Strategy and Transformation at SAP, talks about the importance of driving change in the technology space and helping businesses thrive with data from the perspective of one of the world’s leading enterprise resource planning software vendors. “My job is about finding out what a good data strategy looks like and continuing to spend time with customers to look ahead…”

            Talent transformation journeys with TUI

            We caught up with Cerstin Lang, Director for HR Group IT at TUI. She reveals how it’s global For:ward program is driving digital transformation as the travel giant works with training partner Udacity to upskill IT talent. “Our IT goals are focused on developing a structure that supports new ways of working with the right balance to innovate and grow in the future.”

            How TransUnion is enabling consumer trust

            Alejandro Reskala, CIO Canada, LATAM, Caribbean at TransUnion, about technology transformation at a leading consumer credit reporting agency, its dedication to people, and how it makes trust possible. “TransUnion has always blazed a trail to use technology and data to generate insights that help support financial inclusion.”

            Also in this issue, we ask what the birth of ChatGPT means for businesses leveraging tech and learn from Rivery why organisations need to rethink their data strategy with robust operational analytics.

            Enjoy the issue!

            Dan Brightmore, Editor

            Mark Weil, CEO at TMF Group, discusses the rise of staff attrition in the industry

            At the start of 2023 many companies are still struggling to find employees. The job market favours the applicant far more than before Covid-19 across many sectors. Higher interest rates and lower economic growth so far haven’t reduced the pressure on labour availability.

            High staff turnover isn’t just a matter of the cost it creates. The disruption from running with a lot of open roles and with less experienced staff can disrupt client service, increase error rates and lead to more serious compliance and reputation damage.

            Mark Weil, CEO at TMF Group

            Examining the data

            A lot of commentary on the situation has been based on surveys of employees’ intentions rather than their actual decisions. By managing our clients’ financial, legal and employee administration we have access to large volumes of data. This provides insight on the overall recruitment and resignation levels across workforces, from several hundred thousand employees, covering a broad range of sectors and job levels in more than 90 countries.

            As a starting point, the data tells us that there was indeed a significant global increase in staff resignation during and after the pandemic. Across the 90 countries, average company staff attrition rose from around 15% annually in mid-2020 to 25% at the end of 2021. That’s a dramatic 67% increase in just 18 months.

            Global annualised employee attrition trend

            Digging deeper reveals a much more nuanced picture by company and country. In 2021, staff attrition averaged around 20% across the 90 countries but was below 10% in a small number, with Argentina the lowest at 6%. Of those above 20%, India, the UK and Poland topped the list with a rate of 26%. Both India and Poland are now major destinations for companies establishing regional service centres – locations that are supposed to be low cost, stable hubs that support many other countries. So rising staff turnover there will be particularly painful.

            2021 average employee attrition by country

            When examining the data at company level, annual attrition levels vary  even more widely, from a low of around 5% to a high of 40%. Some of that will be a result of challenges in specific industries and companies. Some will arise from the underlying attrition in the labour market of the countries they operate in. To disentangle how much is company versus country, we compare in the chart below the attrition a firm is seeing with the average attrition it should be seeing given the mix of countries where it operates.  The wide spread in the data shows that that country averages matter far less than individual company factors. For example, looking at companies whose country mix should give them expected attrition of around 15-20%, we see many at 30%-40% and others at just 5%-10% attrition.

            Company actual 2021 attrition versus average for the countries where they operate

            Staff attrition is a problem at any time, but becomes a significant threat to a business if it gets too high. How high is a matter of judgement and depends on the particular company. In professional services, for example, when staff attrition is above 20% it starts to impact client service and above 30% it can pose a risk to regulatory and reputational integrity.

            The rise in global staff attrition, coupled with big spikes by country and company means that multinational firms will have an increased number of locations where attrition is high and potentially well beyond manageable levels. From 2020 to 2021 the number of employees in company locations experiencing more than 20% attrition nearly doubled, from around 15% to 27%. Looking at where the levels were highest, employees in countries experiencing more than 35% attrition rose from 1% to 7%. That means there’s an increasing number of hotspots, where extremely high staff attrition means companies need to intervene quickly to avoid staff resignations spiralling due to increased workload.

            Factoring in country complexity

            An important additional factor is the complexity of a particular country to operate in. Many countries  have onerous business rules which are enforced vigorously. High staff turnover in complex countries is particularly dangerous because of the added risk of compliance breaches.

            We can look at country complexity using TMF Group’s Global Business Complexity Index. It ranks countries annually based on 292 criteria, covering the fiscal, legal and employment environments for doing business in each location.  

            Procurement is in a state of flux. Against a backdrop of economic uncertainty, the procurement landscape is volatile and requires…

            Procurement is in a state of flux.

            Against a backdrop of economic uncertainty, the procurement landscape is volatile and requires agility to navigate turbulent waters. But, despite significant disruption could there still be opportunity?

            Simon Whatson, Vice President of Efficio Consulting, is optimistic about the future of digital procurement and despite a challenging few years he is confident of a successful bounce back. He gives us the lowdown on the direction of travel for digital procurement in 2023. 

            As an executive with considerable experience in the space, we’d love to learn more about your background and how you ended up in procurement. Why was this the specialism for you and how did you get involved to begin with?

            Simon Whatson (SW): “I think the one-word answer of how I came into procurement was accidental. I studied maths at university, with a year in France, before I began looking for different roles to apply for.

            “Eventually, I was offered a position with a big plumbing and heating merchant with global operations. I worked in that supply chain team for two and a half years. Although it was called supply chain, a lot of the work was procurement, which involved negotiating with suppliers. It was after that stint there, that I discovered consulting and joined a boutique procurement consultancy. Now I am onto my third consultancy and I’m very happy here!

            “In terms of why I’ve stayed, one of the success factors in procurement is being able to work cross-functionally. Procurement doesn’t own any of the spending that it is responsible for helping to optimise. It must work with other functions and the spend owners. I quite like the people side of that, building relationships, almost selling internally to bring teams together. That really appeals to me and is a key reason why I’ve been very happy in procurement.”

            As we move into exploring procurement today in 2023. The space is filled with challenges and complexities. You only need to look at the last few years. Covid, war in Ukraine, inflation – how would you describe the world’s recent challenges and their effect on the industry and what do you feel CPOs and leaders can do to combat these issues?

            SW: “I would flip it around and say that these are not so much challenges but rather opportunities for procurement. When I started my career 18 years ago, procurement was often fighting to get a voice and there were complaints that procurement was not represented at the top table, but the war in Ukraine, inflation, COVID and ESG, these are things which are now on the C-suite agenda and procurement is ideally positioned to help companies face those challenges. If you think about COVID and the war in Ukraine, procurement is in a privileged position to help with this.

            “I see some procurement functions that prefer to do what they know, which focuses on the process and transactional side. However, there are also many forward-thinking CPOs and procurement professionals out there, that have really seized this opportunity of being on the C-suite agenda and drive the thinking and the solutions to some of these big challenges we’re seeing.”

            Although new technology in procurement has been around for well over a decade, digitalisation has become so much more of an important topic. How would you sum up where procurement and supply chain are in terms of digital transformation today?

            SW: “It’s a bit laggard, but digital transformation is difficult, and we have to recognise there are some real trailblazers. There are some firms doing some fantastic things in digital to produce better outcomes. If you contrast your experience when you’re buying something in your private life, it’s much easier than 20 years ago. You can get access to a wealth of pre-sourced things, whether it’s food, a holiday, a car, or a book. You can see reviews of what other people think of these things.

            “But when you go into your workplace as a business user and you want to buy something, it doesn’t quite work like that yet. You often have to fill in a form, send it off and wait for them to come back to you. They might come back a little bit later than you were hoping and might tell you that they don’t have that part on the supply frameworks. I think people sometimes get confused about how it can be so easy to buy something as large as a car or a holiday on their sofa at home, but when they want to buy something at work, it seems to be quite cumbersome. Digital can help a lot with that, but it is incumbent on organisations and procurement functions to figure out how to recreate that customer experience that we’ve become accustomed to in our private lives.”

            With a new generation of leaders growing up with technology, some might say that it could be a key driver in helping to speed the adoption in procurement along. Is this something you would agree with or what would you point to as a key driver?

            SW: “I do think that it will act as one of the catalysts for further digital transformation in organisations, because if procurement doesn’t manage to recreate that customer experience that the new generation expects, then they won’t use procurement going forward and will look to bypass it.

            “The analogy that I’ve used previously in this case is one of travel agents. I remember as a child, my parents were able to take us on holiday and I remember the whole process. We would walk into town to the travel agent, and look at some of the brochures of options. They often then had to phone the various airlines or resorts on our behalf. They might not be able to get through, so we’d have to come back the next day. I remember as a child being quite excited by the whole process but actually, thinking back, it was quite cumbersome. You compare that to now, with being able to review online, and you can get instant answers to your questions. It’s not a coincidence that travel agents don’t really exist anymore.”

            How much of a challenge is it to not get caught leveraging technology for technologies sake? How important is it to stay true to your approach and be strategic?

            SW: “We conducted a study of many procurement leaders and CPOs a few years ago, and one of the things that we found was that about 50% of procurement leaders admitted to having bought technology just on the basis of a fear of missing out, without any real understanding of the benefits that technology was going to bring. That was a real shock and a revealing find because technology is not cheap, and its implementation is quite disruptive. If you’re purchasing a system because everybody else is using it, then there could be some pretty costly mistakes. It is really important to make sure that when buying technology, it is because the benefits are fully understood.

            “My advice to companies when looking to digitalise is own your data, visualise that data, and manage your knowledge. If you can focus on getting those things right in that order, and make your technology decisions to support that goal, then that’s a much better way of thinking about it rather than just jumping in and buying a piece of technology.”

            It’s clear that the procurement space is an exciting, but challenging, place to be. What do you think will play a key role in the next 12 months to push the digital conversation further to take procurement to the next level?

            SW: “Looking forward, one thing that procurement needs to do and continue to do is attract the best people. Ultimately, people are what makes an organisation, and it is what makes a function successful. I think procurement has often not looked for the right skills in the people that it employs. Traditionally, it’s looked for people with procurement experience and while they are valuable and required, we also need leadership potential. People who think a bit more outside the box and aren’t so process driven. A lot of what procurement has done in previous years has been process driven, so if you’re just limiting your search of people to those that have had procurement experience, you’re inevitably going to end up with a lot of people who are process driven.

            “I think being bolder and recruiting people from different backgrounds with different skill sets is the way to go. If procurement can ‘own’ the ESG space, that will help with the younger generation see procurement make a difference. I think that’s one thing that will be key to success going forward.”

            Check out the latest issue of CPOstrategy Magazine here.

            Paul Farrow, Vice President of Hilton Hotels’ Supply Management, sits down with us to discuss how his organisation’s procurement function has evolved amid disruption on a global scale

            The hospitality industry has endured a rough ride over the past few years.

            Following the COVID-19 pandemic which stopped the world in its tracks and now with millions facing a cost-of-living crisis, it’s been a period of unprecedented disruption for those involved in the space and beyond.

            But it’s a challenge met head-on by Paul Farrow, Vice President of Supply Management at Hilton Hotels, and his team who have been forced to respond as the world continues to shift before their eyes.

            Farrow gives us a closer look into the inner workings of his firm’s procurement function and how he has led the charge during his time with Hilton Hotels.

            Could we start with you introducing yourself and talking a little about your role at Hilton Hotels? 

            Paul Farrow (PF): “I’m the Vice President of Hilton’s Supply Management, or HSM as we call it. I’ve been with Hilton Hotels for 12 and a half years, and my role is to head the supply chain function for our hotels across Europe, the Middle East and Africa.

            “Over the past few years, Hilton has grown rapidly and has now got 7,000 hotels in over 125 countries globally. What is really exciting is Hilton Supply Management doesn’t just supply Hilton Hotels and the Hilton Engine because we also now supply our franchisees and competitive flags. While we have 7,000 hotels globally, Hilton Supply Management actually supplies close to 13,000 hotels. That’s an interesting business development for us, and a profit earner too.”

            You’re greatly experienced, I bet you’ve seen supply chain management and procurement change a lot in recent years? 

            PF: “The past two to three years have been tremendously challenging on so many industries but I’d argue that hospitality got hit more than most as a result of the Covid pandemic. Here at Hilton, supply management was really important just to keep the business operational throughout that tough time, but I’m delighted to say we’re fully recovered now.

            “Looking back, it was undoubtedly difficult, and you only have to look at the media to see that we’re now going through a period of truly unprecedented inflation. On top of the normal day job, it’s certainly been a very busy time.”

            Hospitality must have been under an awful lot of pressure during the pandemic… 

            PF: “Most of our teams as a business and all functions have worked together far more collaboratively than ever before through the use of technology and things like Microsoft Teams and Zoom. Trying to work remotely as effectively as possible changed the way we all had to think and the way we had to do. Now we’re back in the workplace and in our offices, we’re actually looking to take advantage of that new approach.”

            Inflation, rising costs, energy shortages, as well as drives towards a circular economy means it’s quite a challenging time for CSCOs and CPOs right now, isn’t it?

            PF: “Those headwinds have caused and created challenges of the like that we’ve not seen before. The war in Ukraine and Russia has meant significant supply chain disruption and supply shortages of some key ingredients and raw materials. China is a significant source of materials and they’re still having real challenges to get their production to keep up with demand.

            “All the local and short-term challenges are around energy and fuel pricing, so throughout the supply chain that’s been a major factor to what we’ve had to deal with. On top of that is the labour shortages. We rely heavily throughout the supply chain and within our business to utilise labour from around the world. In my region, particularly from say Eastern Europe as well as other businesses all fighting for a smaller labour pool than we had before. We are fighting with the likes of the supermarkets, Amazon’s, not just other hotel companies to capture the labour pool we need both in our properties but also within our supply chain supplies themselves.

            Hilton operates a rather unique procurement function, doesn’t it?  

            PF: “We trade off the Hilton name because our brand strength is something that we are able to utilise and we’re very proud of, but we’ve also got additional leverage by having that group procurement model.

            “We’ve got essentially two clients. We’ve got our managed estate which is when an owner chooses to partner with Hilton, they’re signing a management agreement because they want the benefit and value of the Hilton engine. That could be revenue management, how we manage onboarding clients and customers through advertising, as well as the other support we give in terms of finance, HR, marketing and sales as well as procurement.”

            HSM is a profit centre and revenue driver through its group procurement model but how does this work?

            PF: “Our secret sauce is our culture. It’s our people and that filters across all of our team members and indeed all of our functions. The key strategic pillars are the same for health and supply management around culture, maximising performance and so on as they are across the overall global business.

            “Across our 7,000 plus hotels, the majority are actually franchised hotels because that’s the legacy of what still is the model in the US. When I joined Hilton 12 and a half years ago, the reverse is true where nearly all of our hotels in Europe, Middle East and Africa, and indeed in Asia Pacific, were and are managed. In the Europe, Middle East and Africa regions right now we’re building up close to a 50/50 split between managed, leased and franchised.”

            What has pleased you most about the roll-out of the HSM?

            PF: “It’s certainly not been easy because we’ve got 70 countries that sit within our region here in EMEA and Hilton’s penetration in those individual countries is very different. We may have 100 hotels in one of those markets and only one or two in specific countries. Our scale and our ability to get logistics solutions is different by market.

            “Getting everyone on board to what we want to achieve to our guests and to our owners means we have to pull different levers. We have very effective brand standards. If you’re signing up to Hilton, you’re signing up to delivering against those brand standards that we believe are right for our organisation.”

            What kind of feedback have you had from your clients? 

            PF: “Integrity is in our DNA, and we work very closely with our suppliers who we value as partners. These are long-term relationships, and we work hand in hand because we have to see that they’re successful so that we can be successful – it’s really important to what we do and we constantly look for feedback.

            “With our internal and our external customers, we’ll have quarterly business reviews and so we’ll get that feedback through surveys where we are asking them to tell us what we do well and what we could do better. Our partners are now asking what additional value can you do to bring support to our organisation through ESG? So that’s what’s on the table now when it wasn’t before. But it’s not just that – it’s about the security of supply competitiveness, competitiveness of pricing, and a whole bunch of other very important things as well.”

            Looking to the future, what’s on the agenda for the next few years?

            PF: “We’re out there meeting and greeting people in person and there’s always new opportunities that make things exciting in what we do and how we work. Innovation’s very high on our agenda and we’re very proud of what we do in food and beverage. In non-food categories, it’s about how we support our owners and our hotel general managers to find that competitive edge and do the next big thing ahead of our competitors.”

            Anything else important to know?

            PF: “One thing we’ve been able to take full advantage of is how we’ve been able to grow our business by bolting on new customers. I think it’s fantastic that our competitors choose to use Hilton Supply Management because they benchmarked what our capabilities are and how competitive we are.

            “Another key part of the agenda is environmental, social and governance (ESG) sustainability. Responsible sourcing and everything that sits within that is front and centre of what we do. Within that you’ve got human rights, animal welfare, single use plastics as well as general responsible sourcing like managing food waste. The list is very long, but they’re all very important.”

            Check out the latest issue of CPOstrategy Magazine here.

            “Disruption should drive digitalisation and cloud uptake rather than hindering it.”

            Sal Laher, Chief Digital & Information Officer at global enterprise software provider IFS, reveals how a single strategy for cloud and digitalisation helps businesses maximise the rewards of growth.

            Digitalisation equals transformation

            Digitalisation and the business transformation projects that enable it are again on the radar for many businesses, particularly given the current macro-economics and potential recession being predicted. According to recent data from Research and Markets, The Global Digital Transformation Market size is expected to reach $1,302.9bn by 2027, rising at a compound annual growth rate (CAGR) of 20.8% in the period 2021-2027.

            This renewed focus on digitalisation is aligned to businesses accelerating cloud migration, including readily available SaaS solutions. The Flexera 2021 State of the Cloud Report finds 92% of enterprises have a multi-cloud strategy and 80% have a hybrid cloud strategy.

            Sal Laher, Chief Digital & Information Officer, IFS

            Both trends will go hand in hand as digitalisation and cloud migration continue to drive business efficiencies, process change and consumer service demands. Most organisations are aware of the potential rewards both business models can bring. This is because it is not the first time they are being talked about– this major transformational shift has already been in place for a decade. But some, wary of the disruptive impact of recent global events are holding back from implementing them. However, it is the wrong approach.

            Disruption should drive digitalisation and cloud uptake rather than hindering it. Even in isolation, either moving to the cloud, or undertaking digitalisation, will enable faster decision-making, supported by greater compute power and more agile processes, generating faster output and enhancing customer service. Yet, to drive competitive edge, organisations need to combine cloud migration with business transformation and look to maximise those benefits. To do this, they must develop a single strategy covering both elements and move forward with a common approach.

            Migrating to the cloud for business transformation

            By digitalising, organisations have an opportunity to benefit from faster time to insight, enhanced business and customer connectivity, and operational efficiencies. It allows them to more easily collect and analyse data that they can later turn into actionable, revenue-generating insights.

            Over time, they can go further and start to tap into the benefits of artificial intelligence, machine learning, big data analytics, and the Internet of Things (IoT). But it is the additional compute power and scalability of the cloud that helps them to maximise these benefits and fulfil the potential of digital technologies.

            Cloud migration also includes adopting evergreen application (business process) solutions in the cloud with the many SaaS solutions that are available today. That’s why it is important that they adopt a single plan to migrate to the cloud and drive business transformation all in one. This tandem approach also avoids unnecessary customisation, making a business much more agile to change based on actionable data insights.

            Adopting a single plan will, in itself, drive up efficiencies and drive down costs. But critically, the two must be linked to ensure that businesses maximise the benefits of the migration process.

            It is cloud, after all, that helps businesses adapt to the new digital world, enabling them, for instance, to leverage out of the box business applications, digital analytics tools and low code platforms that deliver informed decision-making and reduce costs. But cloud doesn’t just maximise the benefits for businesses, it also accelerates them. Cloud has become the fulcrum of digital transformation, mainly due to its ability to enable innovation at scale and allow businesses that have digitalised to rapidly launch enterprise-ready products.

            Without cloud, businesses will struggle to drive through timely updates to systems and processes. The costs of stakeholder management may ramp up. Moreover, moving to the cloud without doing it within the step-by-step structure of digital transformation risks mistakes being made, increasing the likelihood of data loss and security breaches through misconfigurations.

            Optimising the benefits of digital transformation in the cloud

            We have seen how important it is to adopt a single strategy for cloud migration and digitalisation and to execute them in tandem. But organisations also need to maximise the benefits of the combined approach. So how can they best do this?

            First, they need to avoid procrastination and delay. The benefits of digitalisation and cloud migration working together are compelling – and senior leaders need to seize the initiative and kickstart the transformation. To get the ball rolling, they need to conduct a benchmarking exercise to better understand where their business stands in terms of its capabilities or gaps. This will help to decide where efforts and resources should be focused.

            They then need to align their business processes with IT. That’s key as modern business models increasingly emphasise the digitalisation of processes.

            Cloud computing and network security concept, 3d rendering,conceptual image.

            They should begin by determining their goals and the systems, technologies, and processes currently in use to achieve them. Next, they need to brainstorm and document core business objectives before developing a cloud and digitalisation migration roadmap to guide their implementation. Measuring performance will also be crucial to optimising results. In choosing which metrics to analyse, organisations should concentrate on those that will most positively impact their bottom line or user experience.

            Ensuring employees buy into the process of cloud-based digitalisation will also be key. Organisations should use cloud-based digitalisation as an opportunity to strengthen business processes and help employees switch to new ways of working which maximise the potential of the new technology.

            Digital readiness

            Given all this, it is vital businesses don’t delay on their journey to digital and the cloud. Unfortunately, CIOs often struggle to know where to start with a cloud and digital migration strategy.

            Before they begin, they often look to put a complete strategy in place up front. The truth is that it is not necessary. Instead, they need to get going and prioritise what’s most important. Pick one area, settle on a use case, digitalise, and move it to the cloud, demonstrate results – and then repeat incrementally. That will enable the business to showcase value and create momentum. Over time also, this single coordinated approach, will allow it to tap into a wide range of cloud and digitalisation related benefits – and ultimately to maximise the rewards.

            For more cutting edge insights read the latest issue of Interface magazine here

            Ian Povey, CIO – Head of Payments Services & Technology, on the strategic transformation taking place at NatWest benefitting both the bank and its customers

            This month’s cover story reveals how innovation is at the core of change for payments processes at NatWest.

            Welcome to the latest issue of Interface magazine!

            Charles Darwin famously said: “It is not the strongest of the species that survives, nor the most intelligent; it is the one most adaptable to change.” Technology is helping us to evolve. And that evolution is being driven by innovation.

            Read the latest issue here!

            Payments transformation at NatWest

            “It may be a cliché, but a transformation journey really has no end… If you fixate on a constant end state without ‘checking in’ you can, and likely will, fail in your objectives.” A wise outlook from a CIO with three decades of change management experience across banking’s payments panorama.

            Ian Povey, CIO – Head of Payments Services & Technology, discusses the strategic transformation taking place at NatWest and how that journey of change and innovation is benefitting both the bank and its customers as it evolves to become a relationship bank for a digital world. “Our environment is always changing – we must be on the back of the ‘Change Dragon’ and steering/influencing as a leader and always learning from our teams for new ideas.”

            Customer-Centric transformation at FedEx

            We also check in with logistics leader FedEx… Custom Critical CIO Cheryl Bevelle-Orange reveals a “technology-forward yet flexible company” embracing innovation and “paving the way for customers to get more relevant information faster about their packages while delivering with excellence”.

            https://www.youtube.com/watch?v=galaZZlrEn0

            Continuous Improvement in IT at Mazars

            Mazars CIO David Marcelino explains his approach to innovation and leading on a successful IT transformation program at one of the world’s largest audit and advisory firms aiming to improve the digital experience for all its stakeholders. “Change Management, adoption, training and awareness are at the core of every single business technology project we deliver.”

            Tech innovation at speed with the US Air Force

            We also caught up with George Forbes, Director of Digital Operations Directorate at the United States Air Force, who outlines the importance of innovation within the federal government.

            Digital Transformation in healthcare at Avellino

            Nancy Selph, Global Head of IT at Avellino Lab, discusses how technology is creating new opportunities to improve health outcomes and the importance of leadership in the industry.

            Also in this issue, we round up the key tech events and conferences across the globe; we learn how Minted are making it easy for everyone to invest in gold; and we feature the latest on cloud digitalisation from IFS.

            Enjoy the issue!

            Dan Brightmore, Editor

            What does today’s CEO need to do to accelerate an organisation’s digital transformation journey?

            Digital transformation journeys are no one-size-suits-all. There is no singular way to welcome a new wave of technology into operations.

            Since the turn of the century, digitalisation has had an increasingly influential impact on the way CEOs make decisions. Today’s world is full of disruption and potential risk. And with technology growing in complexity it can be challenging to lead such a revolution against a backdrop of economic uncertainty.

            Embracing digital

            According to KPMG 2022 CEO Outlook, which draws on the perspectives of 1,325 global CEOs across 11 markets, 72% of CEOs agree they have an aggressive digital investment strategy intended to secure first-mover or fast-follower status.

            Advancing digitalisation and connectivity across the business is tied (along with attracting and retaining talent) as the top operational priority to achieve growth over the next three years. This digital transformation focus could be driven as a result of increasingly flexible working conditions and greater focus on cybersecurity threats.

            However, the prospect of recession is threatening to halt digital transformation in the short-term. KPMG research found that four out of five CEOs note their businesses are pausing or reducing their digital transformation strategies to prepare for the anticipated recession.

            This is reinforced further when 70% say they need to be quicker to shift investment to digital opportunities and divest in those areas where they face digital obsolescence.

            When a company’s digital transformation ambition is mismatched to its readiness, it is the CEO’s responsibility to close the gap. According to Deloitte, in order to do this successfully, the CEO must assess the current level of organisational readiness for change.

            This covers four key pillars that are mixed together to work out an organisation’s overall readiness: leadership, culture, structure and capabilities.

            How CEOs can close the gap

            Leadership: CEOs need to ensure their c-suite and other key executives are motivated and equipped to execute the vision. CEOs interviewed by Deloitte in a recent study emphasised the importance of the leadership team supporting the transformation vision and having a positive attitude and willingness to transform.

            Culture: A large potential barrier to readiness in the organisation is down to culture. Low cultural readiness takes the form of bureaucratic, reactive and risk-averse ways of working that are at against the collaborative, proactive learning mindset needed for ambitious transformation.

            Structure: If a company hopes to operate differently, it could mean the need for organising in an alternative way. CEOs will often need to lead the reorganisation of teams, assignment of new roles, revision of incentives, strategies to collapse organisational hierarchies or layers to increase agility.

            Capabilities: CEOs need to equip their organisation with four key capabilities to harness digital for a superior capacity for change. These are nimbleness, scalability, stability and optionality which are often enabled or supercharged by digital technologies which are critical factors for competing in an increasingly disrupted world.

            For now, one of the CEOs most important roles when steering the ship through disruption is to be ahead of the latest trends and tackle change head-on. By embracing a new digital future that will provide the company with long-lasting benefits, it will help create a brighter and future-proofed firm for years to come even after the CEO is gone.

            Here are five of the biggest procurement events happening during 2023 that chief procurement officers won’t want to miss.

            Procurement Futures 


            London, UK  |  1-2 February 2023 

            Held at the QEII Centre in central London, Procurement Futures is a new conference, launching in 2023. It promises delegates the chance to find out how to make supply chains more resilient, with thought-provoking and presentations and discussions designed to inform and inspire.

            There is a flexible programme of content that can be tailored to attendees’ preferences, with networking opportunities throughout and a huge variety of sessions to attend and take part in.

            This CIPS event has three streams of content: Insights, Ignite and Interact. Insights will showcase presentations and panel discussions from leaders, Ignite will consist of hands-on workshops to help delegates optimise their procurement strategies and Interact will be smaller groups taking part in interactive roundtables and debates.

            Speakers across the two days will include Ross Grierson, Director of Procurement, Primark; Patrick Dunne, Director of Group Property, FM & Procurement (CPO), Sainsburys Plc; Rebecca Simpson, Procurement and Supply Chain Director, Balfour Beatty; and Nick Jenkinson, Chief Procurement Officer, Santander. In addition, delegates are ablew to book a one-to-one career workshop, where they’ll get advice on professional development from coaches covering a variety of specialisms. 

            Tickets are £795 for CIPS member, £995 for a non-member and £2240 for a supplier/solution provider, and there is a discount of 30% for tickets purchased before 30 November 2022. 


            3rd World Digital Procurement Summit 


            Berlin, Germany  |  2-3 March 2023 

            The third World Digital Procurement Summit is aimed at procurement directors, VPs, managers and other industry specialists. The two-day event will focus on accelerating procurement processes, adopting emerging technologies, finding the right talent, overcoming the barriers to progress and embarking on a journey of transformation. It’s a hybrid event, bringing together procurement experts from various industries, which will maximise knowledge exchange opportunities. The event organisers list five key learning points for delegates: 

            1. Exploring the latest advances in data and cognitive technologies to gain greater insights and improve procurement processes 
            1. Overhauling the procurement ecosystem with new technologies and strategies to drive business value 
            1. Sharing the best practices of monitoring and managing a range of risks to hedge against future disruptions 
            1. Developing capabilities and skillset required for the digital transformation of procurement 
            1. Defining ESG metrics of the procurement strategy to ensure business continuity 

            Speakers will include Paul Harlington, Group Procurement Director at TUI Group and Patrick Foelck, Head of Strategy and Transformation Procurement at Roche. 

            Click here to check out a video from a previous event. Tickets cost €1495. 


            Women in Procurement & Supply Chain 


            Sydney, Australia  |  6-8 March 2023 

            Returning for its 8th annual event, Women in Procurement & Supply Chain will deliver two days dedicated to leadership and the future of procurement. The event will feature a series of exclusive panel discussions and keynote addresses examining career development, overcoming imposter syndrome, working with confidence, developing an unbeatable talent pool, mentoring, diversity and inclusivity.

            It will also address risk mitigation, digital disruption, ESG, sustainability, economic development, ethical sourcing, category management, cultural diversity, strategic sourcing, supplier relationships, procurement with purpose, and supply chain resilience. There are two pre-conference masterclass options on 6 March – that can be booked separately – covering either contract law or leadership skills. 

            Some of the reasons to attend include: 

            • Discover the path to taking your procurement career to a new level while elevating your organisation with dedicated days on leadership and the future of procurement 
            • Learn best practice strategies to facedown supply chain vulnerabilities and reduce risk exposure 
            • Get ahead of the game with insights into the future of procurement and the impact of globalisation on modern supply chains 
            • Put yourself at the cutting edge of ESG and procurement with the latest updates and trends in procurement with purpose 

            Speakers for the main two-day conference include Michelle Richard, Director of Procurement, Thales; Karina Davies, Chief Procurement Officer, icare NSW; and Kylie McKinlay, Procurement Partner – Property and Business, Australian Broadcasting Corporation. 

            Tickets start at $3,495 with discounts available until 25 November 2022. 


            Americas Procurement Congress 


            Miami, USA  |  21-22 March 2023 

            The Americas Procurement Congress will feature the region’s most progressive CPOs sharing their expertise

            With a focus on what makes CPOs tick, the Americas Procurement Congress will feature the region’s most progressive CPOs sharing their expertise in keynote presentations and working groups.

            Giving delegates the tools to stay on the cutting edge of procurement developments, there are also sessions aimed at those with responsibilities over governance, procurement capabilities and quantifying data. Unsurprisingly, sustainability will also be a key theme in 2023, and attendees will hear from a diverse range of sustainability leaders about how to transition from traditional metrics to a purpose-driven function. 

            The agenda for Americas Procurement Congress 2023 will include: 

            • Sustainability of the future  
            • How to transition from traditional metrics to a purpose-driven function   
            • Harnessing the power of digital transformation  
            • Utilizing data as a driver of sustainable value, supply continuity and transparency   Agile procurement  
            • New approaches and skills that facilitate speed and agility   
            • Frictionless procurement  
            • Removing friction from the procurement process to support high-velocity sourcing   
            • Beyond Just in Time 
            • Designing future-fit supply networks for an age of chaos and conflict 

            Tickets start at $3649. 


            Americas Procurement Congress 


            Orlando, Florida  |  8–10 June 2023 

            Gartner Supply Chain Symposium/Xpo 2022 addressed the most significant challenges that chief supply chain officers and supply chain leaders face as they mitigate risk and navigate uncertainty in an increasingly dynamic and challenging environment.  

            At the conference, the top 5 sessions that CSCOs and supply chain leaders met on included: 

            • Signature Series: The Future of Supply Chain 
            • What the Pivot to Sustainable Profit Means for Procurement Leaders 
            • The Art of the New Age One Page Dashboard: Why Your Current Perfor-mance Measures May Be Doing More Harm Than Good 
            • Manage Supplier Risk With Technology 
            • Procurement Role Redesign: Stop Fitting Square Pegs Into Round Holes 

            Tickets start at $4725. 

            Here are five of the best procurement schools in Europe.

            As procurement becomes an increasingly vital and strategic function within many organisations, people are beginning to realise the full potential of turning it into a career for themselves.

            This has subsequently led to many universities noticing the demand in the industry and offering courses which equip students with the relevant qualifications and skills needed to succeed in the supply chain space.

            With this in mind, here are five of the best procurement schools in Europe.


            1. CIPS


            Course: Various
            Where: Across England

            procurement schools

            Run by Oxford College of Procurement and Supply, there are 10 Chartered Institute of Procurement and Supply centres in England offering several different qualification levels to choose from. The courses are recognised throughout the world as harnessing leading edge thinking and professionalism across the procurement and supply chain management space.

            CIPS offers courses such as level three, four, five and six in procurement and supply with each qualification created to reflect current, emerging and best practice in procurement and supply chain management. Classes focus on exploring legacy purchasing and supply methods as well as techniques and theory to the application in a business environment.

            CIPS doesn’t just offer in-person studying as courses are designed to suit individual lifestyles with virtual classrooms, part-time and weekend options to choose from.


            2. Politecnico di Milano


            Course: MSc in Supply Chain and Procurement Management
            Where: Milan, Italy

            Politecnico di Milano
            Politecnico di Milano offers an extensive portfolio of programmes

            Renowned as being one of the best scientific and technological universities in the world, Politecnico di Milano offers an extensive portfolio of programmes in a variety of different spaces. Its supply chain master’s degree is a 12-month course aimed at equipping students with vital knowledge and skills needed to succeed in the industry.

            The course also includes a number of practical activities in the programme such as lessons with international lectures, workshops on soft skills, company presentations, projects with companies, company visits and an international study tour in Rotterdam.

            According to Politecnico di Milano, 86% of students were employed three months after graduation while 55% were also working abroad during the same period.

            The course was ranked third in the TOP 2021 Eduniversal Best Masters Ranking (Global) and eighth in the QS Supply Chain Management Masters Rankings for 2023.


            3. SKEMA Business School


            Course: MSc (and MS) Supply Chain Management and Purchasing
            Where: Lille and Paris, France

            Skema offers two supply chain management (SCM) and procurement masters: The premium international MSc Global Supply Chain Management in Lille taught in English, and the MS in SCM and Purchasing in Paris and Lille mainly taught in French. France’s highly-rated supply chain and procurement program has been designed with a progressive shift from theory to practice. The degree covers the entirety of supply chain activities from planning, purchasing, receiving, production, storage to delivery through nine compulsory and six elective courses.

            The global MSc has a new cooperation with the leading prestigious business school, MIT in the US, plus another cooperation with Politechnico from Milano. The MSc master’s degree provides soft skills in supply chain and purchasing management as well as going into future trends in digitalisation, AI, sustainability, ethics, globalisation, risk management and agility. The course’s primary goal is to find future leaders who are seeking to make a positive impact on the world of supply chain management and procurement. The MSc is a full time program, complemented by paid internships in the area of the student’s choice, while the MS alternates weeks of classes with professionals at the forefront of their fields.


            4. Audencia Business School


            Course: MSc in Supply Chain and Purchasing Management
            Where: Nantes, France

            Audencia Business School

            Created in 2009, Audencia Business School’s programme will cover topics such as procurement, global sourcing and supply chain strategies. Other topics to feature includes green logistics, Big Data, digital transformation, negotiation and commercial law. The course will provide expertise from industry insiders as business executives visit and share professional insights during the programme.

            The school works closely with the corporate world and is recognised for its responsible management practices. Audencia is triple-accredited, highly ranked and internationally oriented and according to its website, 79% of course graduates are employed before graduation. The course is available as a one-year or two-year master’s programme.

            In autumn 2024, the course is set to be renamed to the MSc in Responsible Procurement and Supply Chain Management.


            5. Cranfield School of Management


            Course: MSc in Procurement and Supply Chain Management
            Where: Cranfield, United Kingdom

            Cranfield School of Management provides students with specialist knowledge and skills in procurement needed to progress their careers

            Cranfield’s Procurement and Supply Chain Management course has been co-designed with senior industry executives. This purchasing postgraduate course provides students with specialist knowledge and skills in procurement needed to progress their careers. Possessing one of the largest facilities in Europe, the course places considerable emphasis on how to overcome real-world challenges.

            Students will gain an in-depth understanding of supply chain strategy and sustainability, procurement strategy, supplier selection and evaluation, negotiation and contact management. They will also be taught how to use data, models and software to solve problems and inform decisions, inventory and operations management and how to design effective supply chain operations.

            Students will have the opportunity to attend a study tour and experience a different supply chain perspective elsewhere in Europe.

            The course was ranked 11th in the world on the QS Supply Chain Management Masters Rankings for 2023.

            Expert analysis of the tech trends set to make waves this year

            Digital transformation is a continuing journey of change with no set final destination. This makes predicting tomorrow a challenge when no one has a crystal ball to hand.

            After a difficult few years for most businesses following a disruptive pandemic and now battling a cost-of-living crisis, many enterprises are increasingly leveraging new types of technology to gain an edge in a disruptive world. 

            With this in mind, here are what experts predict for the next 12 months…


            1. Process Mining


            Sam Attias, Director of Product Marketing at Celonis

            Sam Attias, Director of Product Marketing at Celonis, expects to see a rise in the adoption of process mining as it evolves to incorporate automation capabilities. He says process mining has traditionally been “a data science done in isolation” which helps companies identify hidden inefficiencies by extracting data and visually representing it.

            “It is now evolving to become more prescriptive than descriptive and will empower businesses to simulate new methods and processes in order to estimate success and error rates, as well as recommend actions before issues actually occur,” says Attias. “It will fix inefficiencies in real-time through automation and execution management.”


            2. The evolution of social robots


            Gabriel Aguiar Noury, Robotics Product Manager at Canonical

            Gabriel Aguiar Noury, Robotics Product Manager at Canonical, anticipates social robots to return this year. After companies such as Sony introduced robots like Poiq, Aguiar Noury believes it “sets the stage” for a new wave of social robots. 

            “Powered by natural language generation models like GPT-3, robots can create new dialogue systems,” he says. “This will improve the robot’s interactivity with humans, allowing robots to answer any question. 

            3d rendering cute artificial intelligence robot with empty note

            “Social robots will also build narratives and rich personalities, making interaction with users more meaningful. GPT-3 also powers Dall-E, an image generator. Combined, these types of technologies will enable robots not only to tell but show dynamic stories.”


            3. The rebirth of new data-powered business applications


            In today’s fast-moving world, technology doesn’t sleep. Through the help of experts, we’ve compiled a need-to-know list of 23 predictions for 2023

            Christian Kleinerman, Senior Vice President of Product at Snowflake, says there is the beginning of a “renaissance” in software development. He believes developers will bring their applications to central combined sources of data instead of the “traditional approach” of copying data into applications. 

            “Every single application category, whether it’s horizontal or specific to an industry vertical, will be reinvented by the emergence of new data-powered applications,” affirms Kleinerman. “This rise of data-powered applications will represent massive opportunities for all different types of developers, whether they’re working on a brand-new idea for an application and a business based on that app, or they’re looking for how to expand their existing software operations.”


            4. Application development will become a two-way conversation


            Adrien Treuille, Head of Streamlit at Snowflake

            Adrien Treuille, Head of Streamlit at Snowflake, believes application development will become a two-way conversation between producers and consumers. It is his belief that the advent of easy-to-use low-code or no-code platforms are already “simplifying the building” and sharing of interactive applications for tech-savvy and business users. 

            “Based on that foundation, the next emerging shift will be a blurring of the lines between two previously distinct roles — the application producer and the consumer of that software.”

            He adds that application development will become a collaborative workflow where consumers can weigh in on the work producers are doing in real-time. “Taking this one step further, we’re heading towards a future where app development platforms have mechanisms to gather app requirements from consumers before the producer has even started creating that software.”


            5. The Metaverse


            Paul Hardy, EMEA Innovation Officer at ServiceNow

            Paul Hardy, EMEA Innovation Officer at ServiceNow, says he expects business leaders to adopt technologies such as the metaverse in 2023. The aim of this is to help cultivate and maintain employee engagement as businesses continue working in hybrid environments, in an increasingly challenging macro environment.

            “Given the current economic climate, adoption of the metaverse may be slow, but in the future, a network of 3D virtual worlds will be used to foster meaningful social connections, creating new experiences for employees and reinforcing positive culture within organisations,” he says. “Hybrid work has made employee engagement more challenging, as it can be difficult to communicate when employees are not together in the same room. 

            “Leaders have begun to see the benefit of hosting traditional training and development sessions using VR and AI-enhanced coaching. In the next few years, we will see more workplaces go a step beyond this, for example, offering employees the chance to earn recognition in the form of tokens they can spend in the real or virtual world, gamifying the experience.”


            6. The year of ESG?


            Cathy Mauzaize, Vice President, EMEA South, at ServiceNow

            Cathy Mauzaize, Vice President, EMEA South, at ServiceNow, believes 2023 could be the year that environmental, social and corporate governance (ESG) is vital to every company’s strategy.

            “Failure to engage appropriate investment in ESG strategies could plunge any organisation into a crisis,” she says. “Legislation must be respected and so must the expectations of employees, investors and your ecosystem of partners and customers.

            “ESG is not just a tick box, one and done, it’s a new way of business that will see us through 2023 and beyond.”


            7. Macro Trends and Redeploying Budgets for Efficiency


            Ulrik Nehammer, President, EMEA at ServiceNow, says organisations are facing an incredibly complex and volatile macro environment. Nehammer explains as the world is gripped by soaring inflation, intelligent digital investments can be a huge deflationary force.

            “Business leaders are already shifting investment focus to technologies that will deliver outcomes faster,” he says. “Going into 2023, technology will become increasingly central to business success – in fact, 95% of CEOs are already pursuing a digital-first strategy according to IDC’s CEO survey, as digital companies deliver revenue growth far faster than non-digital ones.”  


            8. Organisations will have adopted a NaaS strategy


            David Hughes, Aruba’s Chief Product and Technology Officer

            David Hughes, Aruba’s Chief Product and Technology Officer, believes that by the end of 2023, 20% of organisations will have adopted a network-as-a-service (NaaS) strategy.

            “With tightening economic conditions, IT requires flexibility in how network infrastructure is acquired, deployed, and operated to enable network teams to deliver business outcomes rather than just managing devices,” he says. “Migration to a NaaS framework enables IT to accelerate network modernisation yet stay within budget, IT resource, and schedule constraints. 

            “In addition, adopting a NaaS strategy will help organisations meet sustainability objectives since leading NaaS suppliers have adopted carbon-neutral and recycling manufacturing strategies.”


            9. Think like a seasonal business


            According to Patrick Bossman, Product Manager at MariaDB corporation, he anticipates 2023 to be the year that the ability to “scale out on command” is going to be at the fore of companies’ thoughts.

            “Organisations will need the infrastructure in place to grow on command and scale back once demand lowers,” he says. “The winners in 2023 will be those who understand that all business is seasonal, and all companies need to be ready for fluctuating demand.”


            10. Digital platforms need to adapt to avoid falling victim to subscription fatigue


            Demed L’Her, Chief Technology Officer at DigitalRoute

            Demed L’Her, Chief Technology Officer at DigitalRoute, suggests what the subscription market is going to look like in 2023 and how businesses can avoid falling victim to ‘subscription fatigue’.  L’Her says there has been a significant drop in demand since the pandemic.

            “Insider’s latest research shows that as of August, nearly a third (30%) of people reported cancelling an online subscription service in the past six months,” he reveals. “This is largely due to the rising cost of living experienced globally that is leaving households with reduced budgets for luxuries like digital subscriptions. Despite this, the subscription market is far from dead, with most people retaining some despite tightened budgets. 

            “However, considering the ongoing economic challenges, businesses need to consider adapting if they are to be retained by customers in the long term. The key to this is ensuring that the product adds value to the life of the customer.”


            11. Waking up to browser security 


            Jonathan Lee, Senior Product Manager at Menlo Security

            Jonathan Lee, Senior Product Manager at Menlo Security, points to the web browser being the biggest attack surface and suggests the industry is “waking up” to the fact of where people spend the most time.

            “Vendors are now looking at ways to add security controls directly inside the browser,” explains Lee. “Traditionally, this was done either as a separate endpoint agent or at the network edge, using a firewall or secure web gateway. The big players, Google and Microsoft, are also in on the act, providing built-in controls inside Chrome and Edge to secure at a browser level rather than the network edge. 

            “But browser attacks are increasing, with attackers exploiting new and old vulnerabilities, and developing new attack methods like HTML Smuggling. Remote browser isolation is becoming one of the key principles of Zero Trust security where no device or user – not even the browser – can be trusted.”


            12. The year of quantum-readiness


            Tim Callan, Chief Experience Officer at Sectigo

            Tim Callan, Chief Experience Officer at Sectigo, predicts that 2023 will be the year of quantum-readiness. He believes that as a result of the standardisation of new quantum-safe algorithms expected to be in place by 2024, this year will be a year of action for government bodies, technology vendors, and enterprise IT leaders to prepare for the deployment.

            “In 2022, the US National Institute of Standards and Technologies (NIST) selected a set of post-quantum algorithms for the industry to standardise on as we move toward our quantum-safe future,” says Callan.

            “In 2023, standards bodies like the IETF and many others must work to incorporate these algorithms into their own guidelines to enable secure functional interoperability across broad sets of software, hardware, and digital services. Providers of these hardware, software, and service products must follow the relevant guidelines as they are developed and begin preparing their technology, manufacturing, delivery, and service models to accommodate updated standards and the new algorithms.” 


            13. AI: fewer keywords, greater understanding


            AI expert Dr Pieter Buteneers, Director of AI and Machine Learning at Sinch

            AI expert Dr Pieter Buteneers, Director of AI and Machine Learning at Sinch, expects artificial intelligence to continue to transition away from keywords and move towards an increased level of understanding.

            “Language-agnostic AI, already existent within certain AI and chatbot platforms, will understand hundreds of languages — and even interchange them within a single search or conversation — because it’s not learning language like you or I would,” he says. “This advanced AI instead focuses on meaning, and attaches code to words accordingly, so language is more of a finishing touch than the crux of a conversation or search query. 

            “Language-agnostic AI will power stronger search results — both from external (the internet) and internal (a company database) sources — and less robotic chatbot conversations, enabling companies to lean on automation to reduce resources and strain on staff and truly trust their AI.”


            14. Rise in digital twin technology in the enterprise


            John Hill, CEO and Founder of Silico

            John Hill, CEO and Founder of Silico, recognises the growing influence digital twin technology is having in the market. Hill predicts that in the next 20 years, there will be a digital twin of every complex enterprise in the world and anticipates the next generation of decision-makers will routinely use forward-looking simulations and scenario analytics to plan and optimise their business outcomes.

            “Digital twin technology is one of the fastest-growing facets of industry 4.0 and while we’re still at the dawn of digital twin technology,” he explains. “Digital twins will have huge implications for unlocking our ability to plan and manage the complex organisations so crucial for our continued economic progress and underpin the next generation of Intelligent Enterprise Automation.”


            15. Broader tech security


            Tricentis CEO, Kevin Thompson

            With an exponential amount of data at companies’ fingertips, Tricentis CEO, Kevin Thompson says the need for investment in secure solutions is paramount.

            “The general public has become more aware of the access companies have to their personal data, leading to the impending end of third-party cookies, and other similar restrictions on data sharing,” he explains. “However, security issues still persist. The persisting influx of new data across channels and servers introduces greater risk of infiltration by bad actors, especially for enterprise software organisations that have applications in need of consistent testing and updates. The potential for damage increases as iterations are being made with the expanding attack surface. 

            “Now, the reality is a matter of when, not if, your organisation will be the target of an attack. To combat this rising security concern, organisations will need to integrate security within the development process from the very beginning. Integrating security and compliance testing at the upfront will greatly reduce risk and prevent disruptions.”


            16. Increased cyber resilience 


            Michael Adams, CISO at Zoom

            Michael Adams, CISO at Zoom, expects an increased focus on cyber resilience over the next 12 months. “While protecting organisations against cyber threats will always be a core focus area for security programs, we can expect an increased focus on cyber resilience, which expands beyond protection to include recovery and continuity in the event of a cyber incident,” explains Adams.

            “It’s not only investing resources in protecting against cyber threats; it’s investing in the people, processes, and technology to mitigate impact and continue operations in the event of a cyber incident.” 


            17. Ransomware threats


            Michal Salat, Threat Intelligence Director at Avast

            As data leaks become increasingly common place in the industry, companies face a very real threat of ransomware. Michal Salat, Threat Intelligence Director at Avast, believes the time is now for businesses to protect themselves or face recovery fees costing millions of dollars.

            “Ransomware attacks themselves are already an individual’s and businesses’ nightmare. This year, we saw cybergangs threatening to publicly publish their targets’ data if a ransom isn’t paid, and we expect this trend to only grow in 2023,” says Salat. “This puts people’s personal memories at risk and poses a double risk for businesses. Both the loss of sensitive files, plus a data breach, can have severe consequences for their business and reputation.”


            18. Intensified supply chain attacks 


            Dirk Schrader, VP of security research at Netwrix

            Dirk Schrader, VP of security research at Netwrix, believes supply chain attacks are set to increase in the coming year. “Modern organisations rely on complex supply chains, including small and medium businesses (SMBs) and managed service providers (MSPs),” he says.

            “Adversaries will increasingly target these suppliers rather than the larger enterprises knowing that they provide a path into multiple partners and customers. To address this threat, organisations of all sizes, while conducting a risk assessment, need to take into account the vulnerabilities of all third-party software or firmware.”


            19. A greater need to manage volatility 


            Paul Milloy, Business Consultant at Intradiem, stresses the importance of managing volatility in an ever-moving market. Milloy believes bosses can utilise data through automation to foresee potential problems before they become issues.

            “No one likes surprises. Whilst Ben Franklin suggested nothing can be said to be certain, except death and taxes, businesses will want to automate as many of their processes as possible to help manage volatility in 2023,” he explains. “Data breeds intelligence, and intelligence breeds insight. Managers can use the data available from workforce automation tools to help them manage peaks and troughs better to avoid unexpected resource bottlenecks.”


            20. A human AI co-pilot will still be needed


            Artem Kroupenev, VP of Strategy at Augury, predicts that within the next few years, every profession will be enhanced with hybrid intelligence, and have an AI co-pilot which will operate alongside human workers to deliver more accurate and nuanced work at a much faster pace. 

            “These co-pilots are already being deployed with clear use cases in mind to support specific roles and operational needs, like AI-driven solutions that enable reliability engineers to ensure production uptime, safety and sustainability through predictive maintenance,” he says. “However, in 2023, we will see these co-pilots become more accurate, more trusted and more ingrained across the enterprise. 

            “Executives will better understand the value of AI co-pilots to make critical business decisions, and as a key competitive differentiator, and will drive faster implementation across their operations. The AI co-pilot technology will be more widespread next year, and trust and acceptance will increase as people see the benefits unfold.”


            21. Building the right workplace culture


            Harnessing a positive workplace culture is no easy task but in 2023 with remote and hybrid working now the norm, it brings with it new challenges. Tony McCandless, Chief Technology Officer at SS&C Blue Prism, is well aware of the role organisational culture can play in any digital transformation journey.

            Workers are the heart of an organisation, so without their buy in, no digital transformation initiative stands a chance of success,” explains McCandless. “Workers drive home business objectives, and when it comes to digital transformation, they are the ones using, implementing, and sometimes building automations. Curiosity, innovation, and the willingness to take risks are essential ingredients to transformative digitalisation. 

            “Businesses are increasingly recognising that their workers play an instrumental role in determining whether digitalisation initiatives are successful. Fostering the right work environment will be a key focus point for the year ahead – not only to cultivate buy-in but also to improve talent retention and acquisition, as labor supply issues are predicted to continue into 2023 and beyond.”


            22. Cloud cover to soften recession concerns


            Amid a cost-of-living crisis and concerns over any potential recession as a result, Daniel Thomasson, VP of Engineering and R&D at Keysight Technologies, says more companies will shift data intensive tasks to the cloud to reduce infrastructure and operational costs.

            “Moving applications to the cloud will also help organisations deliver greater data-driven customer experiences,” he affirms. “For example, advanced simulation and test data management capabilities such as real-time feature extraction and encryption will enable use of a secure cloud-based data mesh that will accelerate and deepen customer insights through new algorithms operating on a richer data set. In the year ahead, expect the cloud to be a surprising boom for companies as they navigate economic uncertainty.”


            23. IoT devices to scale globally


            Dr Raullen Chai, CEO and Co-Founder of IoTeX, recognises a growing trend in the usage of IoT devices worldwide and believes connectivity will increase significantly. 

            “For decades, Big Tech has monopolised user data, but with the advent of Web3, we will see more and more businesses and smart device makers beginning to integrate blockchain for device connectivity as it enables people to also monetise their data in many different ways, including in marketing data pools, medical research pools and more,” he explains. “We will see a growth in decentralised applications that allow users to earn a modest additional revenue from everyday activities, such as walking, sleeping, riding a bike or taking the bus instead of driving, or driving safely in exchange for rewards. 

            “Living healthy lifestyles will also become more popular via decentralised applications for smart devices, especially smart watches and other health wearables.”

            The digital landscape is changing day by day. Ideas like the metaverse that once seemed a futuristic fantasy are now…

            The digital landscape is changing day by day. Ideas like the metaverse that once seemed a futuristic fantasy are now coming to fruition and embedding themselves into our daily lives. The thinking might be there, but is our technology really ready to go meta? Domains and hosting provider, Fasthosts, spoke to the experts to find out…

            How the metaverse works

            The metaverse is best defined as a virtual 3D universe which combines many virtual places. It allows users to meet, collaborate, play games and interact in virtual environments. It’s usually viewed and accessed from the outside as a mixture of virtual reality (VR), (think of someone in their front room wearing a headset and frantically waving nunchucks around) and augmented reality (AR), but it’s so much more than this…

            These technologies are just the external entry points to the metaverse and provide the visuals which allow users to explore and interact with the environment within the metaverse. 

            This is the ‘front-end’ if you like, which is also reinforced by artificial intelligence and 3D reconstruction. These additional technologies help to provide realistic objects in environments, computer-controlled actions and also avatars for games and other metaverse projects. 

            So, what stands in the way of this fantastical 3D universe? Here are the six key challenges:

            Technology

            The most important piece of technology, on which the metaverse is based, is the blockchain. The blockchain is essentially a chain of blocks that contain specific information. They’re a combination of computers linked to each other instead of a central server which means that the whole network is decentralised. This provides the infrastructure for the development of metaverse projects, storage of data and also allows them the capability to be compatible with Web3. Web3 is an upgraded version of the internet which will allow integration of virtual and augmented reality into people’s everyday lives. 

            Sounds like a lot, right? And it involves a great deal of tech that is alien to the vast majority of us. So, is technology a barrier to widespread metaverse adoption?

            Jonothan Hunt, Senior Creative Technologist at Wunderman Thompson, says the tech just isn’t there. Yet.

            “Technology’s readiness for the mass adoption of the metaverse depends on how you define the metaverse, but if we’re talking about the future vision that the big tech players are sharing, then not yet. The infrastructure that powers the internet and our devices isn’t ready for such experiences. The best we have right now in terms of shared/simulated spaces are generally very expensive and powered entirely in the cloud, such as big computers like the Nvidia Omniverse, cloud streaming, or games. These rely heavily on instancing and localised grouping. Consumer hardware, especially XR, is still not ready for casual daily use and still not really democratised.

            “The technology for this will look like an evolution of the systems above, meaning more distributed infrastructure, better access and updated hardware. Web3 also presents a challenge in and of itself, and questions remain over to what extent big tech will adopt it going forward.”

            Storage

            Blockchain is the ‘back-end’, where the magic happens, if you will. It’s this that will be the key to the development and growth of the metaverse. There are a lot of elements that make up the blockchain and reinforce its benefits and uses such as storage capabilities, data security and smart contracts. 

            Due to its decentralised nature, the blockchain has far more storage capacity than the centralised storage systems we have in place today. With data on the metaverse being stored in exabytes, the blockchain works by making use of unutilised hard disk space across the network, which avoids users within the metaverse running out of storage space worldwide. 

            In terms that might be a bit more relatable, an exabyte is a billion gigabytes. That’s a huge amount of storage, and that doesn’t just exist in the cloud – it’s got to go somewhere – and physical storage servers mean land is taken up, and energy is used. Hunt says: “How long’s a piece of string? The whole of the metaverse will one day be housed in servers and data centres, but the amount or size needed to house all of this storage will be entirely dependent on just how mass adopted the metaverse becomes. Big corporations in the space are starting to build huge data centres – such as Meta purchasing a $1.1 billion campus in Toledo, Spain to house their new Meta lab and data centre – but the storage space is not the only concern. These energy-guzzlers need to stay cool! And what about people and brands who need reliable web hosting for events, gaming or even just meeting up with pals across the world, all that information – albeit virtual – still needs a place to go.

            “The current rising cost of electricity worldwide could cause problems for the growth of data centres, and the housing of the metaverse as a whole. However, without knowing the true size of its adoption, it is extremely difficult to truly determine the needed usage. Could we one day see an entire island devoted to data centre storage? Purely for the purposes of holding the metaverse? It seems a little ‘1984’, but who knows?”

            Identity

            Although the blockchain provides instantaneous verification of transactions with identity through digital wallets, our physical form will be represented by avatars that visually reflect who we are, and how we want to be seen. 

            The founder of Saxo Bank and the chairman of the Concordium Foundation, Lars Seier Christensen, argues, “I think that if you use an underlying blockchain-based solution where ID is required at the entry point, it is actually very simple and automatically available for relevant purposes. It is also very secure and transparent, in that it would link any transactions or interactions where ID is required to a trackable record on the blockchain.”

            Once identity is established, it is true that it could potentially become easier to assess creditworthiness of parties for purchasing and borrowing in the metaverse due to the digital identity and storage of each individual’s data and transactions on the blockchain. However, although it sounds exciting, there must be considerations into how it could impact privacy, and how this amount of data will be recorded on the blockchain. 

            Security

            There are also huge security benefits to this set up. The decentralised blockchain helps to eradicate third-party involvement and data breaches, such as theft and file manipulation, thanks to its powerful data processing and use of validation nodes. Both of these are responsible for verifying and recording transactions on the blockchain. This will be reassuring to many, given the widespread concerns around data privacy and user protection in the metaverse.

            To access the blockchain all we will need is an internet connection and a device, such as a laptop or smartphone, this is what makes it so great as it will be so readily available. However, to support the blockchain, we’re relying on a whole different set of technologies.  Akash Kayar, CEO of web3-focused software development company Leeway Hertz, had this to say on the readiness of the current technology available: “The metaverse is not yet completely mature in terms of development. Tech experts are researching strategies and

            testing the various technologies to develop ideas that provide the world with more feasible and intriguing metaverse projects.

            “Projects like Decentraland, Axie Infinity, and Sandbox are popular contemporary live metaverse projects. People behind these projects made perfect use of notable metaverse technologies, from blockchain and cryptos to NFTs.

            “As envisioned by top tech futurists, many new technologies will empower the metaverse in the future, which will support the development of a range of prolific use cases that will improve the ability of the metaverse towards offering real-life functionalities. In a nutshell, the metaverse is expected to bring extreme opportunities for enterprises and common users. Hence, it will shape the digital future.”

            Currency & Payments

            Whilst it’s only considered legal tender in two countries, cryptocurrency is currently a reality and there is a strong likelihood that it will eventually be mass adopted. However, the metaverse is arguably not yet at the same maturity level, meaning cryptocurrency may have to wait before it can finally fully take off. 

            Golden Bitcoin symbol and finance graph screen. Horizontal composition with copy space. Focused image.

            There is no doubt that cryptocurrency and the metaverse will go hand-in-hand as the former will become the tender of the latter with many of the current metaverse platforms each wielding its native currency. For example Decentraland uses $MANA for payments and purchases. However, with the volatility of crypto currencies and the recent collapse of trading platform FTX indicating security lapses, we may not yet be ready for the switch to decentralised payments. 

            Energy

            Some of the world’s largest data centres can each contain many tens of thousands of IT devices which require more than 100 megawatts of power capacity – this is enough to power around 80,000 U.S. households (U.S. DOE 2020) and is equivalent to $1.35bn running cost per data centre with the cost of a megawatt hour averaging $150. 

            According to Nitin Parekh of Hitachi Energy, the amount of power which takes to process Bitcoin is higher than you might expect: “Bitcoin consumes around 110 Terawatt Hours per year. This is around 0.5% of global electricity generation. This estimate considers combined computational power used to mine bitcoin and process transactions.” With this estimate, we can calculate that the annual energy cost of Bitcoin is around $16.5bn. 

            However, some bigger corporations are slowly moving towards renewable energy to power their projects in this space, with Google signing close to $2bn worth of wind and solar investments in order to power its data centres in the future and become greener. Amazon has also followed in their footsteps and have become the world’s largest corporate purchaser of renewable energy. 

            They may have plenty of time yet to get their green processes in place, with Mark Zuckerberg recently predicting it will take nearly a decade for the metaverse to be created: “I don’t think it’s really going to be huge until the second half of this decade at the earliest.”

            About Fasthosts

            Fasthosts has been a leading technology provider since 1999, offering secure UK data centres, 24/7 support and a highly successful reseller channel. Fasthosts provides everything web professionals need to power and manage their online space, including domains, web hosting, business-class email, dedicated servers, and a next-generation cloud platform. For more information, head to www.fasthosts.co.uk

            Todd Salmon, Executive Advisor for Strategic Services at GuidePoint Security, on the cybersecurity challenge of keeping up with the pace of the ever-changing digital world

            This month’s cover story explores how GuidePoint Security, an elite team of highly trained and certified experts, cut through cybersecurity chaos and confusion to put control back in customers’ hands.

            Welcome to the latest issue of Interface magazine!

            Interface welcomes in 2023 with a need-to-know list of what we can expect from technology this year and how it can allow enterprises to gain a competitive edge in a disruptive and increasingly digital world. Faced with everything from process mining and AI to quantum-readiness and the metaverse we cut through the hype to bring you the facts.

            Read the latest issue here!

            GuidePoint Security: digital transformation in cybersecurity

            “Cybersecurity is in such a reactive mode because of the sheer volume of risks and vulnerabilities an organisation faces,” says Todd Salmon, Executive Advisor for Strategic Services at GuidePoint Security. “We see a lot of copycats and repeat attacks happen, but at the end of the day it’s all about creating solutions to help combat those problems.”

            GuidePoint’s elite team of highly trained and certified experts, cut through cybersecurity chaos and confusion to put control back in customers’ hands. Helping them make the smartest, most informed cyber risk decisions, and choose and integrate the best-fit solutions to build the most effective cybersecurity program, Salmon discusses the challenge of keeping up with the pace of the ever-changing digital world.

            bp: a strategic reinvention

            “We are investing in digital to drive process efficiency and improve insights; but also to develop our people with the skills we need for now, and the future at bp. This means we are playing to win while caring for our people through investing in their personal development,” says Head of Strategic Transformation Nick Hales.

            “After setting the right foundations through various remediation and compliance initiatives, we embarked on our digital transformation journey,” adds Strategy & Transformation Manager Emmanouela Vlachantoni. “There was a clear opportunity to standardise and streamline our controls environment to reduce complexity and increase insight.”

            Fairfax County: winning the IT war with cybersecurity

            Meanwhile, across the pond, we learn how Fairfax County in the State of Virginia is reaping the rewards of a cybersecurity program enabling government services and keeping citizens safe. “My role is to educate our leadership to ensure they understand the business value of cybersecurity as it relates to government services. Being accountable for the security of their systems and data is a key factor in developing a successful cyber program,” explains CISO Michael Dent.

            Also in this issue, we round up the key tech events and conferences across the globe and, with the help of the experts at Fasthosts, take a deep dive into the metaverse… Can virtual reality become our reality? Read on to find out.

            Enjoy the issue!

            Dan Brightmore, Editor

            Our cover story this month reveals how Sarita Singh, Regional Head & Managing Director for Stripe in Southeast Asia, and her team are driving financial inclusion across the region and supporting SMEs with end-to-end services putting users first

            This month’s cover story reveals how Stripe’s payments platform is driving financial inclusion across Asia.

            Welcome to the latest issue of Interface magazine!

            Opportunities for innovation and growth via the adoption of new technologies are everywhere. However, organisations are faced with a bewildering array of choices to help them transform and choosing the best option to drive positive disruption is a tough call. We take a look at some of these fascinating journeys…

            Read the latest issue here!

            Stripe: increasing the GDP of the internet

            Sarita Singh, Regional Head & Managing Director for Southeast Asia, Stripe
            Sarita Singh, Regional Head & Managing Director for Southeast Asia, Stripe

            This month’s cover story explores the genesis of fast-growing payments platform Stripe. Sarita Singh, Regional Head & Managing Director for Southeast Asia, leads a team driving financial inclusion across the region, supporting SMEs with end-to-end services putting users first.

            “We’re building products and the financial infrastructure to help our users go cross-border, beyond their domestic boundaries, to widen their markets and drive efficiencies within their financial services infrastructure. With Stripe under the hood, businesses  are able to focus on what they do best without wasting time researching, purchasing, integrating, and maintaining dozens of payment technology point solutions because Stripe is a platform that offers all of them, and is already integrated.”

            IAG: tech procurement linked to purpose

            We speak with IAG’s CPO & VMO Claire Ledder, who reveals the transformative approach to technology procurement being deployed by an Australian market leader home to several leading insurance brands. “We’re now able to tackle sourcing and contracting with an end-to-end approach capable of measuring the value delivered.”

            IAG’s CPO & VMO Claire Ledder
            Portrait Photography

            U.S. Department of State: facilitating diplomacy with tech

            Todd Cheng Director of IT Customer Service at the U.S. Department of State, talks about the ever-evolving relationship between technology and diplomacy. “We’ve been through the process of updating the IT model at State to a new, more customer centric version of the Information Technology Infrastructure Library (ITIL).” By his calculations, these changes have benefited the organisation by reducing network disruption by some 400,000 hours of diplomacy every month.

            Afni

            Afni’s CISO Brent Deterding explains how breaking down the traditional and perceived barriers between security and the boardroom can transparently position cyber effectiveness as a critical enabler of improved business outcomes.

            Afni’s CISO Brent Deterding
            Afni’s CISO Brent Deterding

            Also in this issue, we hear from Zoom on the future of work and report again from London Tech Week where an expert panel gave advice for businesses on anticipating and preparing for cyber risk against a backdrop of geopolitical uncertainty.

            Enjoy the issue!

            Dan Brightmore, Editor

            This month’s cover story reveals the cycles of transformation, being led by CDO Lucho Torres, which are driving the disruptive digital journey at Peru’s second largest financial services group

            This month’s cover story reveals reveals the cycles of transformation driving the disruptive digital journey at Scotiabank Peru, the country’s second largest financial services group.

            Welcome to the latest issue of Interface magazine!

            A customer-centric vision is often an important factor in the journey towards a digital transformation where a commitment to continuous improvement can bring scalability and lasting growth. Interface taps the brains behind some of the biggest tech successes happening across the globe today…

            Read the latest issue here!

            Scotiabank Peru

            Lucho Torres, SVP & Chief Digital Officer at Scotiabank Peru is on a mission to leverage the trust in a global banking leader founded in 1832 and lead a transformation to create “the most relevant, simple and fast digital bank for consumers and businesses” across Peru. “The challenge was to build a digital bank with scalability and sustainability. We have created a customer-centric value proposition by building and taking to the market our own digital platforms and financial products to deliver personalised and intuitive customer experiences.”

            IBM

            We speak with IBM’s AI & Data guru Jean-Philippe Desbiolles who gives us a fascinating overview of his book AI Will be What you Make of It: The 10 Golden Rules of Artificial Intelligence. “I am passionate about the fact that at IBM we are transforming businesses by leveraging technologies in a broad sense of the word. And one of those key technologies is Artificial Intelligence.” Listen to our podcast with Jean-Philippe here or you can watch it below…

            Digital Transformation in healthcare, education and telecomms

            Also in this issue, Michael Haenelt, CIO at the Weed Army Community Hospital tells us the story of the development of a state-of-the-art medical facility at Ft Irwin, in California’s remote Mojave Desert, where a commitment to digital transformation is at the beating heart of the organisation.

            Elsewhere, Michelle Murphy, superintendent of the Rim of the World Unified School District, reflects on 34 years in education and the way technology has driven change; talk with Tecnotree CEO Padma Ravichander about how the global provider of IT solutions for telcos is empowering digital communities; and hear the story of a unique challenge to digitise the self-sufficient City of Medicine Hat in Canada.

            Enjoy the issue!

            Dan Brightmore, Editor

            Our cover story reveals a massive procurement transformation programme at Zendesk

            Procurement transformation is the hot topic this month as we speak to Rendi Miller, VP of Strategic Sourcing and Procurement at Zendesk. Miller is a procurement evangelist and transformational leader who is clearly energised as she delivers meaningful change to the function at Zendesk.

            “What I’ve always enjoyed about procurement is the visibility into what the entire company is buying, from Marketing creative services to IT and Engineering technology to office furniture and everything in between.”

            “Procurement has insight to trends before they become mainstream that gives us the ability to research new partners, technologies and solutions to start addressing the needs of the business early on. Being in procurement offers an awareness to nearly every aspect of the company.”

            Read the latest issue here!

            According to Miller, trust is absolutely critical to success because without that, “there is no reliability, there’s no confidence and there’s no relationship”, says Miller. “That’s something I emphasise with my team. Trust must be earned, but trust is also given. I empower them to be the leaders that I’ve hired them to be…”

            Elsewhere, we sit down with Procurement Excellence Lead at Antofagasta Minerals, Christophe Le Flech, to discuss the state of procurement in the South America mining industry, and the work he’s doing to make a difference. We also talk to Convex Insurance’s Head of Procurement & Tactical Change, Vivek Pai… and discuss diversity in the workplace with Silvia Simon, LATAM Procurement Senior Manager at Mercedes-Benz Brazil. Plus, we look at 10 ways to optimise your digital procurement scouting approach with ProcureTech.

            Enjoy the issue!

            Andrew Woods

            It sounds like a strange parallel to draw, but when it comes to the implementation of a digital transformation project – specifically the automation of business processes – Chief Technology Officers (CTOs) and their senior counterparts could learn a lot from the Great Britain Cycling Team.

            Digital transformation, big data and Artificial Intelligence and like phrases used before them, ‘automation’ has grown to become quite the buzzword in the world of business. In fact, there’s now so much talk about the use of technology to ‘streamline operations’, that automation is almost an unattainable panacea in the eyes of many – even in the tech sector where organisations should perhaps know better.

            Yes, at an enterprise level, there are some corporate giants thinking big and really nailing it. Likewise, there are some vast organisations with dedicated project teams and six or seven-figure budgets, that become so shackled with scope creep that their automation aspirations remain nothing more than pipedreams.

            There are also smaller – and often nimbler – businesses that would be ideally placed to implement automation-led initiatives large and small, but they simply don’t know where to start. Their CTO may have an articulate vision and the ‘toolkit’ to achieve it, but the all-important buy-in from the wider management team – if not the rest of the organisation – doesn’t exist.

            It’s certainly a mixed bag, but it needn’t be such a minefield. This narrative will be ‘preaching to the converted’, for many CTOs. So what’s the answer and what will finally stop holding digital transformation projects back?

            The aggregation of marginal gains

            Organisations embarking, from scratch, on a quest for greater automation, need to stop worrying about moving mountains from day one. Instead of focusing on the entirety of what’s possible, there is arguably more value in breaking the job down into actionable and achievable component parts.

            In this respect, much can be learned from Sir Dave Brailsford, head of British cycling, who took the long-suffering team from winning only one gold medal in 76 years, to seven at the 2008 Beijing Olympics – an achievement mirrored in London four years later.

            Aware that aiming for gold felt like a daunting and perhaps even impossible plight, he applied the theory of marginal gains to the sport. In other words, he deconstructed everything to create a checklist of micro tasks and concentrated on improving each element by just 1% to secure a significant aggregated performance increase. The mentality centred on progression, not perfection.

            Likening this to automation in business may seem like a stretch, but the same principle applies. The possibilities that automation can unlock are almost endless, so to cover everything will probably never be feasible. But by making individual systems and processes more ‘joined up’ with digital transformation – as well as quicker and slicker to execute, with an eye on best practice throughout – means even 1% efficiency gains will soon add up.

            digital transformation and the GB cycling team

            Removing digital silos

            Some businesses may have far to travel on their automation journey, whereas others may have already made a start by ‘thinking digitally’. 

            This is something at least, because the digitisation of processes represents an important step. But what happens if these tools and technologies continue to exist on ‘digital islands’, with varying degrees of customisation and few – if any – ‘bridges’ between them to enable the data to do what it needs to. If someone must pull all the strings to make multiple products work together – with a questionable degree of effectiveness – there remains much to do.

            The key to automation is to define the process that will spontaneously enable widget A to press buzzer B that activates application C and produces data point D – and so on – digital transformation!

            Everything needs to work together, much like a team. And it’s OK to start small. 

            In simplistic terms, a business may decide to outsource its mailing so it’s saving time – and money – that would otherwise be spent licking stamps! This soon outweighs the cost involved. 

            But automation can be far more sophisticated too, of course. An email marketing platform can talk intuitively to a CRM tool as a sales pipeline advances, for example, before auto-updating a billing engine when a deal converts and triggering a conversion report to better understand ROI. 

            Without this automation, people involved in any one part of the process would still have confidence the data existed in there. However, the time otherwise required to uncover it, and then manually push it through the system, could mean the insight soon becomes obsolete and the associated opportunity is consequently lost. The real-time nature of the intel is where the value lies – much like the of-the-moment performance of the GB Cycling Team – hence the beauty of triangulating these multiple elements to create a truly integrated eco-system.

            Is Digital Transformation only for big players?

            In saying all this, one of the most important points to perhaps note is that automation shouldn’t be feared. Digital transformation is not necessarily a complex process that lies only within the reach of gigantic corporations with equally large budgets. Yes, data volume makes an investment in automation easier to justify. And a degree of technical competence is needed to orchestrate the integration of tools that lead to a super-slick outcome. But it needn’t cost the earth. For senior professionals who have perhaps worn the t-shirt a couple of times over, it’s better to communicate that – making it relatively easy to move forward as a result.

            Secondly, automation is not trying to rid people of their jobs and replace them with ‘robots’ – a fear that seemingly shows no sign of fading. On the contrary, at a time when employees are becoming increasingly discerning about their workplace fulfilment levels, it can liberate them from burdensome, administration-centric tasks, and free up their time to focus on activities that make better use of their skills – boosting both productivity and engagement as a result.

            Thirdly, the benefits associated with automation aren’t isolated solely to staff motivation and workplace efficiencies. Automation – or certainly, an automation-savvy mindset – can become the lifeblood of a firm’s scale-up strategy, which empowers the business to grow at speed, with a constant eye on cost control and service levels too. In the current economic climate, this agility – not to mention bottom line protection – has arguably never been so important.

            by Terry Daniell, Operations Director at Trenches Law

            Read more of our insightful articles from Interface magazine.

            Google, BT and DCMS among over 1,000 organisations offering free mentorship to independent organisations through Digital Boost

            Digital Boost, a new platform connecting organisations with digital skills founded by serial entrepreneur Sherry Coutu CBE, has today set out a bold ambition to digitally upskill 500,000 women from female-led organisations by January 2022, with 200,000 of those from BAME backgrounds. This comes as recent research revealed that 97% of charities feel insecure about their command of digital skills, while a survey conducted by BT and Small Business Britain found that 63% of small businesses lack confidence in future-proofing their business.

            Digital Boost helps small organisations access digital skills through unlimited free one-to-one mentorships delivered by volunteers at some of the world’s most respected organisations including Google, DCMS, Visa, BT and The Big Lottery. Digital Boost is also working with its partners to offer specialised workshops and access to short online courses to its learners. 

            Since its launch in June 2020, Digital Boost has mentored more than 2,000 small businesses and charities. It currently has 1,600 partners listed on the platform and has successfully delivered multiple one-to-one mentoring sessions. 

            Sherry Coutu CBE, founder of Digital Boost, said, “We’re proud to work alongside our valued partners to mentor at least 1 million people who work for small businesses and charities by 31st January 2022, of which 20% will identify themselves as BAME and 50% will identify themselves as female. With our enhanced digital platform that offers unlimited mentoring support as well as commercial partnerships for potential corporates, we believe we can significantly boost the revenues of female-led businesses”.

            As a beneficiary of multiple mentoring sessions, Amanda Mann, founder of Mann’s Cookies, said: “Mine is a Covid-19 business. I couldn’t imagine I would have so much fun and meet such amazing people but I didn’t have any business experience so I am so grateful I found Digital Boost. They were brilliant on our mentoring calls and they were great at helping me get to grips with the mechanics of business, showing me how to deliver great customer service and sharing tips on keeping up my social media presence.”

            Three years on from Open Banking launched in the UK, let’s look at what we’ve done and where we can go from here…

            Earlier this year, UK Open Banking celebrated three years. Since 13 January 2018, regulated third-party providers have been able to integrate with bank APIs to access customers’ financial data, in an effort to break down the barriers standing in the way of seamless data sharing. 


            The overarching goal of this new regime was to give consumers and businesses greater visibility and control over their finances, with technology at the forefront of this mission. Specifically, the pioneering Open Banking initiative was created to enable financial technology (fintech) providers to bring innovative new propositions to the SME and consumer market. 


            By extension, the users of Open Banking would benefit from products that were better suited to their unique financial situation, enabling them to compare available products in order to find the best deals on the market. 
            So, as we reflect on three years of Open Banking, the question is: how much progress has been made, and what’s in store for the future?


            Increasing collaboration through innovation 


            The introduction of a new requirement for all UK-regulated banks to allow customers to share their financial data with authorised third-party providers introduced a new era of collaboration within a previously segregated market. 

            Joined by one overarching mission – namely, to drive innovation and deliver the best possible customer experience – large banks and fintech startups began forming valuable partnerships. Thanks to more efficient data sharing, incumbents, for instance, have been able to integrate propositions developed by fintechs into their own platforms, in an effort to better meet the evolving needs of the customer. 


            The benefits to the customer are evident: a more interconnected and open financial ecosystem, which enables them to browse available products and access the right services for their needs. 

            Since its inception, Open Banking has served to shift the power to the customer and increase competition within the sector. By utilising new apps and digital platforms, banking customers now have access to a fuller and clearer view of their finances. This allows individuals to budget more effectively, switch products more easily, and generally make more informed decisions. 


            Increasing uptake


            Since the initiative was launched in 2018, Open Banking adoption among UK consumers and businesses has surged. While generating awareness about its benefits has been a slow process (a recent PwC study found that only 18% of consumers were aware of what Open Banking means for them), the COVID-19 pandemic has driven Open Banking usage. 


            Today, over two million users utilise Open Banking-enabled applications and services. This number has doubled since January 2020, with the pandemic likely having a strong influence on the rate of uptake. 


            As disruption took hold and personal finances took a hit, many people turned towards online banking and money management apps, in search of tech solutions that could bolster their financial confidence. Since the first lockdown in March 2020, almost one in five (17%) of UK adults have started using an online banking service to help with their money management goals, with this figure rising to 45% among 25-34-year-olds. 


            Without the advent of Open Banking, the accessibility and value of such solutions would be questionable. After all, many of these fintech solutions use Open Banking to connect directly to users’ bank accounts to provide a more tailored service. 


            At the same time, it has also enabled financial services providers to obtain an accurate and up-to-date view of an individual’s financial situation, as well as their past and present behaviours, in order to deliver more personalised guidance. 

            How will Open Banking develop?

            Open Banking today generally covers personal and business current accounts, credit cards and online e-money accounts. In the future, the concept will extend to cover all financial markets – from pensions to investments and insurance. 

            Now that we have built the underlying infrastructure, it will become easier to build on top of this. More complicated use-cases of Open Banking will begin to develop, with competition from non-traditional players such as fintechs and challenger banks stepping in to provide a range of new services – particularly within industries that previously strayed away from large scale digital transformation.  

            As the ability to let information flow between applications continues to improve, new products and iterations of existing offerings will be built, integrated and modified at a much greater speed than before. We will shift away from a closed banking system to one that encourages new aggregators, service partners, and payment providers to add value to existing businesses models, and in doing so, create a range of new customer-centred financial services. 

            Examples of innovations that we are already seeing include services that provide personalised advice to banking customers looking to improve their credit score, and applications that enable employees to save directly from their salary. 

            We’ve come a long way in the Open Banking revolution, giving consumers and businesses greater control over their financial lives and the ability to choose products and services that work best for them. As we progress further towards Open Finance, this initiative will give customers greater influence over a wider range of their financial data, and offer access to enriched financial services. 

            Ammar Akhtar is the co-founder and CEO of Yobota, a London-based technology company. Founded in 2016, Yobota has built a fast, flexible, cloud-native core banking platform, which allows clients to create and run innovative financial products. You can follow Yobota on LinkedIn and Twitter

            Our exclusive cover story this month centres on Venkat Gopalan, Chief Technology, Data & Digital Officer for Belcorp.

            Welcome to another packed issue of Interface Magazine!

            Our exclusive cover story this month centres on Venkat Gopalan, Chief Technology, Data & Digital Officer for Belcorp.

            Read the latest issue here!

            A business that’s fully and passionately dedicated to ¨promote beauty to achieve personal fulfilment¨, Belcorp is creating something new for itself that’s not a cultural reset, per se, but a cultural reboot. The message behind this Latin American beauty corporation, which operates across 14 countries, remains the same – but it’s now better, stronger, even more deeply ingrained in each and every fiber of the business. What is, on the face of it, a digital transformation for Belcorp has actually been a full people-centric makeover from the inside-out – it just happens to have been driven by technology. With his hand on the tiller is Venkat Gopalan, Chief Technology, Data & Digital Officer for Belcorp, who stepped in 18 months ago to help push the digital plan, resulting in a hard press on the fast-forward button for the company’s development.

            Elsewhere, we catch up with Lori Snyder CIO, Information Systems & Technology at the State of Nebraska for the Department of Health and Human Services, to see how the state is using digital strategies to battle COVID-19. Plus, we have exclusive interviews with former Apprentice winner Mark Wright, Director of Climb Online and James Shanahan, CEO Revolut Singapore. We also list 5 essential tips to building an intelligent workplace.

            Andrew Woods

            Editorial Director

            Almost two thirds received additional funding to accelerate initiatives…

            Coeus Consulting, an award-winning independent IT advisory, today announced findings from its annual CIO and IT Leadership Survey 2021. The survey of senior IT leaders explored how they have had to urgently prioritise and accelerate programmes during the pandemic over the past 12 months. 

            Remarkably, over half (53%) claimed they were able to implement a strategic shift of their entire business operations to digital and almost three quarters (68%) of respondents either strongly, or generally agreed, that acceleration helped them to digitalise more of their operations. 

            Half of organisations were still amid their digital journeys or in the planning stages when they had to re-prioritise and pause non-urgent initiatives to focus on operational continuity during the pandemic. In fact, 70 per cent of organisations surveyed prioritised end user solutions (EUS) such as remote working, 52 per cent prioritised operational stability, closely followed by cost optimisation (50%).  

             “The proficiency that businesses have demonstrated in their prioritisation and acceleration of critical initiatives is a huge triumph. Being able to re-direct resources and cutting down their time to market in digitalising the organisation is no easy feat, particularly in the throes of a global pandemic” said Ben Barry, Director, Coeus Consulting.  

            Despite this, the speed at which organisations were forced to adapt meant that short term and tactical business decisions had to be made, with over three-quarters (78%) of respondents stating they had implemented ‘quick fix’ solutions.                              

            “Businesses will need to revisit these over the coming months to build on these capabilities with more permanent solutions for the future and ensure that all changes made in response to the pandemic are assessed to identify any tactical risks accepted and create a plan to mitigate, update or accept all of them” Barry continued.  

            As a result of deploying ‘quick-fix’ solutions, organisations were confronted with operational, as well as strategic difficulties including agreeing priority changes, implementing the solution and post implementation, each of which encompassed numerous challenges.  

            • Challenges in agreeing the priorities for 2020 included security, which was key for over half of the respondents. This was followed by governance constraints (44%), business risk aversion (37%), employee reluctance/education (32%) and board level resistance (22%). 
            • Fifty per cent of respondents cited cost of implementation as the biggest challenge, followed by delivery of bandwidth (42%), integration difficulties (41%) and lack of skills and expertise (37%). 
            • Post implementation challenges included respondents experiencing negative process impacts (53%) and increased operating costs (45%). Customer and user perceptions were also adversely affected for almost 40 per cent as organisations tackled uncertainty and their own internal changes.  

            These factors were likely exacerbated by the fact that business and IT leaders had to make these decisions rapidly and in a short time frame, having to balance risk with maintaining operational continuity.  

            Additionally, 82 per cent agreed that business and IT leadership played a key role in improving ways of working and minimising disruption across the business. Furthermore, almost 70 per cent of respondents stated that IT leaders were crucial in accelerating large scale deployments in EUS and about a third prioritised initiatives in improving customer experience, increasing revenues and developing or changing products.  

            Almost two-thirds of organisations noted they had received additional funding to help accelerate priority projects, but a large majority of those surveyed (63%) agreed that re-scoping, undoing projects, renegotiating and stalling contracts, as well as redeploying resources, will likely cause ongoing business impacts, and we would expect the cost of doing so to be significantly high.  

            Despite challenges with costs, the IT budget expectations show that CIOs across all sectors are expecting their budgets to remain untouched (28.6%) or increase (22.1%) as businesses recognise that IT is a critical part of delivery in all sectors. 

            Barry concluded – “As we move forward, organisations must reflect on these implementations, challenges and the role of IT as they look to establish a more permanent shift to a new hybrid workforce in the future. 

            IT Leaders and their teams have had a great opportunity to show their value and will continue to drive the strategic agenda in 2021 and beyond. This increased visibility and the business’ dependence on IT has given them an opportunity to demonstrate that IT leads in terms of business transformation, and should be funded accordingly.” 

            You can view the full report here

            Connected technology is of critical importance in this process, and is likely to be one of the key economic drivers going forward.

            Although we have bid a grateful farewell to 2020, the disruption and uncertainty we experienced are spilling over into 2021. If there is one thing that we learnt last year, however, it’s that we need to accelerate the pace of transformative change. Connected technology is of critical importance in this process, and is likely to be one of the key economic drivers going forward.

            The digital and physical world continue to converge

            2020 symbolises a turning point of adaptation to digital interactions in everyday life, be it working from home, ordering groceries or online schooling. Consumers in 2021 and beyond expect to experience a seamless blend of intertwined in-person and online interactions along the customer journey. 

            In the manufacturing world, we can expect the rapid growth of AI, IoT and other industrial automation technology, especially since human resources become less accessible and reliable.

            Technology’s place in the boardroom 

            In 2020, technology proved to be a competitive advantage for some companies and a threat to the survival of others. In particular, the failure to have a genuine eCommerce presence cost many companies dearly. As a result of this, the lines between technology strategy and corporate strategy are beginning to blur. In order to survive and thrive, organisations need to assess their current tech capabilities and expand on future possibilities. 

            Data-driven decision making 

            To prepare for current changes and an unknown future, corporate and technology strategists need to have access to accurate data to analyse, identify trends, reduce wastage and inform their strategies. 

            The first step in this process is accurate data collection. This is enabled by Internet of Things (IoT) sensors and networks that are able to report on virtually anything, 24/7. The next step is the ability to analyse this data. Again, technology platforms with advanced analytics capabilities, automation and artificial intelligence (AI) are making meaningful analytics a possibility. By using tools such as cloud-based dashboards, organisations have the ability to:

            – Identify internal and external strategic forces

            – Inform decisions

            – Monitor outcomes

            – Develop strategies continuously and dynamically 

            Information technology accessed by everyone, but trusts no-one

            Cloud-first, cloud-only 

            One of the first steps in digital transformation is modernising legacy enterprise systems and migrating them to the cloud. The adoption of cloud-based applications became particularly important in 2021, with a large proportion of the office-based workforce operating from home. In order to continue with business as usual, employees needed access to critical software and collaborative working. In 2021, organisations will adopt a cloud-first mentality when it comes to building or upgrading technology infrastructure.\

            Zero trust is a must

            In an increasingly digital world, cybersecurity is high up on the list of organisational risks. Zero trust security (which involves security measures that require everything to be verified) is shaping cybersecurity initiatives. In a zero trust architecture, there is no inherent trust, and every access request should be validated based on:


            – User identity

            – Device

            – Location

            – Any other variables that provide context to each connection 

            Access to data, applications and workloads is provided based on the principle of least privilege. 

            For most companies, the creation of a zero trust architecture will require third-party assistance from digital transformation experts in IoT spheres.

            Supply chains move to the front office 

            Supply chains were once seen as ‘behind-the-scenes’ necessities. When COVID-19 hit, it quickly became evident that even the most resilient and agile supply chains were only as strong as the weakest links. 

            A recent survey of supply chain professionals found that 97% of respondents said that their organisations experienced disruptions related to COVID-19. The same survey found that 73% of respondents are now planning major shifts in the way they approach procurement and supply chain management.

            In 2021, more and more organisations are realising that the way they conduct their supply chains can actually become a competitive differentiator. Accelerated by the COVID-19 pandemic, customers are increasingly looking for more streamlined supply chains, fast, contactless delivery and greater traceability. In addition, organisations are realising the value of data extracted through the supply chain network. 

            There is a growing trend to fit products with IoT-enabled sensors that provide 24/7 asset visibility from the source to the hands of the consumer. The ability to capture larger volumes of real-time data allows supply chain operators to mine this data for operational insights. 

            In addition, the use of drones, condition monitoring, robots and image recognition are making physical supply chains more effective, efficient and safer. 

            Contactless customer service

            Delivery and shipping 

            Born out of customer desire to minimise physical contact, contactless delivery options will continue to develop in 2021. Contactless delivery is made possible by artificial intelligence-based applications and robotics. 

            Telemedicine 

            To minimise the risk of COVID-19 exposure in the healthcare sector, practices have started implementing more telehealth offerings. These include:

            – Remote/video consultations

            – A.I-based diagnostics

            – No-contact medication delivery

            Autonomous vehicles 

            Autonomous driving technology is set to make significant progress during 2021, with major manufacturers such as Honda and Ford announcing plans to mass-produce autonomous vehicles and launch autonomous driving ridesharing services.

            Zero food waste

            Food security came to light in the midst of supply and demand challenges brought about by the coronavirus in 2020. In 2021, reducing food waste is moving higher up the agenda. 

            The UN’s Food and Agriculture Organisation reports that more than 30% of the world’s food is lost or wasted every year. Smart technology can be used to reduce food waste, increase food security, and assist with better distribution of food resources worldwide. For example, automated, sensor-based inventory management and replenishment ensures that the correct quantities of food are ordered at the right time, completed without human intervention and inaccuracies. 

            Blockchain

            And, finally, no series of predictions would be complete without a quick comment on blockchain technology. For the most part, the application of blockchain tech is overshadowed by its “poster boy” application—Bitcoin and other crypto currencies. However, as we move into a smarter age, the process accountability distributed ledger technology guarantees will ensure that 2021 will see greater transparency on ordering, delivery and workstream management, along with a host of tradable asset ledgers coming online. All of which will improve efficiency across operating lines and help cut waste. 

            Technology and transformation 2.0.2.1 

            These trends predicted for 2021 are connected by the thread of digitalisation and connected technology. The need for this transformation was accelerated by the ‘new normal’ necessitated by the coronavirus pandemic, which set the world on a course towards powerful new digital capabilities. Daunting as this may seem, having the right technology partners on board helps organisations take advantage of the critical technology trends of today.

            Two-thirds of accounting departments still process invoices manually: only 15% are fully paperless

            Despite the increasing need to process invoices remotely as more employees are urged to work from home, the majority of companies are still lagging behind in automation implementation. Accounts payable departments are still largely processing invoices manually, according to a survey of accounting and finance professionals released today by Ephesoft, Inc.


            The survey gathered responses from 200 accounting and finance professionals from 26 countries. Key findings include:

            Distributing or processing paper documents


            Businesses are shifting to automation of their processes – especially for high-value, high-volume documents such as invoices. However, the survey results indicate that companies are slow to change when it comes to digitally transforming invoice processing and other financial documents. 

            ●       Only 15% of respondents said that their organisation is fully paperless, which means the majority of businesses (85%) are not. 

            ●       Of those who are not, just slightly over 50% are actively pursuing a paperless environment.

            ●       One-third (33%) of companies are predominantly paper-heavy, still far from intelligent automation.

            With an average cost to process per invoice at about £11, a lack of automation is likely to keep company growth limited, leaving room for a significant increase in productivity. Modern automation has been proven to cut costs significantly, often by 80% or more, which can be reinvested in other areas.

            Current technologies

            When asked whether their businesses currently have document management, workflow, AP automation, RPA or artificial intelligence technologies in place, a majority of companies report having some type of document management and workflow tools system in place, but AI applications are still under-utilised. Here’s the breakdown, further showing a lack of current automation tools:

            ●       Less than one-third (30%) employ accounts payable automation.

            ●       Only 12% utilise RPA tools and just slightly less (11%) report using AI.

            While these findings are understandable and relatable, Ephesoft predicts that new AI-powered low-code/no-code, cloud technology, which is evolving at a rapid pace, will remove barriers to entry into AI.

            The AI Journey


            When the question was posed, “What is your organisation’s location on the AI journey?” responses were split, with 42% saying they were in the planning stage and 40% saying they were not planning on implementing AI tools at all. 

            We can conclude from the data that AI has still not been widely adopted, but many organisations have plans to invest in it. 

            “This survey confirms that the accounting profession has lagged in adoption of newer technologies such as AI/ML, cloud and low-code/no-code architecture likely impacted by traditionally long implementation cycles and complex integrations,” said Naren Goel, chief financial officer, Ephesoft. “The accounts payable space is an ideal example where manual steps like entering invoices into an ERP system can greatly impact efficiency, so it’s exciting that we are finally starting to see innovation in this space with point solutions that are up and running in hours, eliminate manual tasks and allow accounting professionals to focus on higher value-add functions.”

            The survey on digital transformation, AI, technology and automation was conducted on Nov. 5, 2020, by Accounting Today on behalf of Ephesoft. Responses are from 200 accounting and finance professionals from 26 countries, including CEOs, CFOs Partners, CIOs, CTOs, CPAs, accountants, controllers, auditors and consultants in a variety of industries, including banks, energy, government, healthcare, technology, accounting services, airlines, auto, education, large global consultancies and many others.

            Industry experts say that INSTANDA’s no code platform and ADROSONIC’s insurance domain expertise will empower insurers with the agility to price risk in ways that meet the client’s needs in a changing post-Covid-19 world.

            In a significant development to accelerate the ongoing digital transformation in the insurance industry, INSTANDA, a UK-based SaaS Insurance software platform has entered a partnership with ADROSONIC, a digital consulting firm. Industry experts say that INSTANDA’s no code platform and ADROSONIC’s insurance domain expertise will empower insurers with the agility to price risk in ways that meet the client’s needs in a changing post-Covid-19 world.


            Delighted over the tie-up, Tim Hardcastle, the CEO & Founder of INSTANDA, said: “Partnerships play a key role in the insurance industry, not merely for the growth and expansion of the business involved, but also for the transformation of the industry. The new partnership with ADROSONIC is exciting as it provides capability to new markets in North America, India, Middle East as well as Europe.”

            Mayank, CEO & MD, ADROSONIC, said that the tie-up would provide insurers with innovative digital product and customer propositions for new markets as well as liberate insurers from inflexible legacy tech and from high-risk, high-cost and multi-year change programs.

            “Given the paradigm shift that the market is undergoing, partnership models need to demonstrate not just agility and flexibility but to do so with high quality execution. ADROSONIC and INSTANDA have an outstanding track record of delivery so I am excited at what we can offer insurers to realise their ambitions and bring new ideas to market.” Hardcastle added.

            “An unprecedented event like Covid-19 has left a sudden yet profound impact on the Insurance Industry and their IT Systems, as they are now subject to rigorous scrutiny following the rapid shifting of entire workplaces online that was forced due to the pandemic,” Mayank said. 

            “As the key decision-makers respond to the new market demands and opportunities, they are starting to question the limitations of their existing processes and legacy systems, they also had to reassess the cost base turning to a more cost-effective and agile platform which enables them to provide quicker and more responsive service to their customers and clients. In such a scenario, INSTANDA’s no code platform coupled with ADROSONIC’s domain expertise along with a wide range of digital accelerators including RPA, Data Analytics, & CRM are key in liberating insurers from inflexible legacy technologies.   

            These accelerators will power transformation across organisations looking at improving their ROI by dramatically reduced product launch times, underwriting and distribution costs and an unrivalled customer experience,” he concluded.



            INSTANDA works with the leading carriers, MGAs and brokers in UK, Europe, North America, LATAM, Africa, Middle East and Australia. INSTANDA is the Insurance Industry’s first no-code business platform and allows insurers to break into new markets as well as overcome the drawbacks of legacy IT systems and embrace the benefits of digital transformation.

            James McLeod, EMEA Director, Faethm, the article looks at how AI and automation have come to be perceived as a threat to human employability much more than any other revolution-driving technology

            Technology, AI and societal change are the two major hallmarks of industrial revolutions. It would be remiss to discuss the first industrial revolution, for example, without reference to steam power and the migration of the workforce from the country to the city, or the third industrial revolution without reference to the internet and rapid globalisation. 

            AI

            Today, as AI/automation and the decentralisation of labour push the world toward the fourth industrial revolution, a core characteristic of these changes has become clear: an acceleration in the speed at which specific skills rise and fall in demand. Over the past 100 years or more, the length of these cycles has dropped from decades to just a matter of years, creating one of the biggest employability challenges for businesses and individuals alike moving forward. 

            To stay abreast of change, companies must fundamentally change the way in which they look at skills, training and career development. This isn’t just another story about technology and AI creating as many jobs as it invalidates, but rather a need to consider how existing roles will evolve and how people in at-risk jobs can easily transition into roles where they continue to add value on top of technology:

            –          What needs to happen? Career development must no longer be seen as horizontal (i.e.  whereby individual workers refine a particular set of specific skills over the course of their careers and/or lives). Instead, careers must also follow a lateral trajectory, expanding not just upward, but outward into new skill areas.

            –          How can this be achieved? Each role will have a set of transferable and non-transferable skills. By identifying which skills sit across different roles, employers can corridor existing employees into new roles lessening the need to search for brand new talent. 

            –          Why should employers do this? Trying to keep abreast of demand for new skills by constantly hiring new talent is a costly and unsustainable strategy. Moreover, by looking at how individual processes translate to value can help eliminate bloated processes and release capacity, making roles not only more relevant, but more efficient.  

            By James McLeod, EMEA Director, Faethm

            The ‘Financial Sector, Threat Landscape 2020’ report revealed five top security challenges that the financial sector are currently facing, the risks of future threats, and how to spot these risks before it is too late. Here, CPOstrategy takes a closer look…

            We are no stranger to the notion of cyber security, but one industry that suffers the most from cyber security threats is the financial secretary. Key security measures within the sector have evolved dramatically with the likes of key codes, two factor authentication, voice ID, behavioural analysis, one-time passcodes, protective messaging and digital fingerprinting. 

            1. Ransomware

            Amazingly, the term “ransomware” was only added to the dictionary three years ago. In that time however, ransomware has increased dramatically in terms of the frequency of incidents and the range of methods used to conduct them. Let it be known that the attackers are extremely sophisticated. Once they have your data, who’s to say that your data will be given back or decrypted even if you pay up. Worse still what’s stopping them coming back to attack you again?  The report found that once an attack is made, the bad actor will sell the details on to their associates to go after the victim again after deployment, because the payload can still be there, activated and deactivated.

            2. Internal Threats

            The report takes a look at the Verizon, 2020 Data Breach Investigations Report (DBIR) where it shows that ‘employees’ mistakes account for roughly the same number of breaches as external parties who are actively attacking’ the organisation. Now isn’t that terrifying? Misdelivery within the company, by which information has inadvertently been sent to the wrong person, stands tall as one of the most common issues when it comes to the notion of insider threats. Next time you forward an email or send one to the wrong person/recipient, click on the wrong mailing list, that’s a misdelivery. In the interests of fairness, misdelivery is almost always accidental and non-malicious, but the effects can be devastating. Especially if sensitive data is inadvertently shared to the wrong recipient.

            3) App Developments

            There’s an app for that. There really is. Apps in the investment and finance space have grown substantially in 2020 which is of course a good thing, as the ability to invest online is quick and easy, and accessible to all. But, with demand comes rushed development. Many of these apps were developed quickly and quite frankly are not ready for cyber-attacks. So that means no two-factor authentication, no protection from appropriate regulations, are not patched or maintained properly, and do not have contingency plans in place to mitigate the effects of a cyber-attack. What that means then is personal information of app users is relatively easy to steal and sell. This can be done by creating duplicate fraudulent apps to trick the user. On these duplicate apps, the imagery and language of the genuine app is mirrored. Once the personal information is supplied, all the money involved  (real and virtual) is up for grabs. And so begins the circle of ransomware life.  

            4) Third-Party Risks

            Few organisations work on their own. Quite rightly too. Think about third parties that they use. Vendors, partners, email providers, service providers, web hosting companies, law firms, data management companies, subcontractors. The list goes on. They are all essential to business operations and a lot of these third parties share IT systems and even sensitive information through legal teams so it goes without saying that third parties may very well be an open backdoor into your financial systems for attackers to infiltrate.

            5) COVID-19

            Yep, even cyber crime has been affected by COVID. It is that unavoidable. Cyber criminals are continuing to target the financial sector even during the pandemic. There has been quite the spike in cyber attacks on banks, financial organisations and the third parties connected to them. Going back to simpler times before COVID-19, if an attacker wanted to sabotage a company or steal data, they would target the business itself. They’d aim their sights at the website, the social accounts, the logins and all their vulnerabilities. In response, organisations had counter measures in place. But now, you just need to target a single remote worker and the house of cards comes tumbling down.

            With virtually all companies looking at AI, what are some of the key risks they need to consider before implementation?

            Today virtually all companies are forced to innovate and many are excited about AI. Yet since implementation cuts across organisational boundaries, shifting to an AI-driven strategy requires new thinking about managing risks, both internally and externally. This blog will cover “the seven sins of enterprise AI strategies”, which are governance issues at the board and executive levels that block companies from moving ahead with AI. by By Jeremy Barnes, Element AI

            1- Disowning the AI strategy

            This is probably the most important sin. In this case, a CEO and board will say that AI is a priority, but delegate it to a different department or an innovation lab. However, success is not based on whether or not a company uses an innovation lab—it’s whether they are truly invested in it. The bottom line is that the CEO and board need to actively lead an AI strategy.

            2- Ignoring the unknowns

            This happens when companies say they believe in AI, but don’t reach a level of proficiency where it’s possible to identify, characterise and model the threats that emerge with new advances. Even if it is decided not to go all-in on AI innovation, it’s still important that there is a hypothesis for how to address AI within a company and an early warning system so the decision can be re-evaluated early enough to act.  Being a fast follower requires as much organizational preparation and lead time as leadership.

            3- Not enabling the culture

            The ability to implement AI is about an experimentation mindset. That and an openness to failure need to be adopted across the company. Organisations need to keep in mind that AI doesn’t respect organisational boundaries. Most companies want high-impact, low-risk solutions that could simply lead to optimising, rather than advancing new value streams. It is hard to accept increased risk in exchange for impact but it will come as part of the continuous cultural enablement of an experimental mindset.

            4- Starting with the solution

            This is the most common sin. It’s important to be able to understand the specific problems you’re trying to solve, because AI is unlikely to be a solution for all of them, and especially not blindly implementing a horizontal AI platform. Have the conversation at board level to ensure that an overarching AI strategy, and not simply quick-fix solutions, is the priority.

            5- Lose risk, keep reward

            As mentioned in the third sin, it is natural for companies to want to implement AI without any risk. But there is no reward without risk. A vendor motivated to decrease risk will also decrease innovation and ultimately impact by making successes small and failures non-existent. AI creates differentiation only for companies that are willing to learn from both their successes and their failures. A company that doesn’t effectively balance risk in AI will ultimately increase its risk of disruption.

            6- Vintage accounting

            Attempting to fit AI into traditional financial governance structures causes problems. It doesn’t fit nicely into budget categories and it’s hard to value the output. The link between what you put in and what you get out can be less tangible or predictable, which often makes it harder to square with existing plans or structures. Model the rate of return on AI activities and all data-related activities. This demands that these activities affect profit (not just loss) and assets (not just liabilities).

            7- Treating data as a commodity

            The final sin concerns data and its treatment as a commodity. Data is fundamental to AI. If data is poorly handled, it can lead to negative impacts on decision-making. Data should be treated as an asset. The stronger, deeper and more accurate the dataset, the better models that you can train and more intelligent insights you can generate. But, at the same time, when personally identifiable information is stored about customers, it can be stolen, risking heavy penalties in some jurisdictions. You need to build towards data from a use case rather than invest blindly in data centralisation projects. So, now you know what not to do. Here are some of the simple things that you can do to move ahead. First, talk to your board about how long it will take to become an AI innovator, modelling it out, rather than simply discussing it conceptually.

            Second, prepare for change and put in place monitoring. AI shifts all the time, so you’ll want to regularly check in to adjust and pivot your strategy. It’s important to develop a basic skill set so you can redo planning exercises with your board. Third, model out risks in both action and inaction. But don’t model them in a traditional approach, which is to push risk down to different business units and then compensate those units for reducing risk rather than managing trade-offs. Instead, view those trade-offs in terms of risks and rewards, and start to think about how you are accounting for the assets and liabilities of AI. Ultimately, you want to start to model what is the actual rate of return for all these activities that you are doing. Then benchmark it against what you see in other companies from across the industry, and that will give you a good picture of the current situation and where to go.

            With a rise in immersive training and workouts on demand, connectedness matter most…

            In what is almost a redundant statement, due to the very obvious nature of it, technology has taken over every facet of the modern world. From the way we eat (ordering a takeaway or watching a YouTube cooking tutorial) to the way we purchase the very clothes on our backs (via H&M, Zalando etc.), technology is right there as an enabler. In fact, in 2020, global retail sales are projected to amount to around $26.tn dollars, with an estimated 1.9bn people worldwide purchasing goods (including food) or services online.

            Go back just one year to 2019, and e-retail sales surpassed $3.5tn worldwide.  The fact of the matter is, technology has made this possible and it will continue to drive these numbers to almost unimaginable levels. The really fascinating thing about this however, particularly in a year beset by lockdowns and restricted movement outdoors, is how many of these transactions were made from home and how much of that $3.5tn has been spent in the palm of our hands? 

            In all the talk of global markets and industry being disrupted and revolutionised by technology we often focus on those trillion dollar ones because they are the traditional ‘big hitter’ industries. Over the past decade however, one industry sector has seen incredible growth all over the world and technology (to no surprise) has seen that growth take on a whole new level. In 2019, the global fitness and health club industry exceeded $96bn. There are more than 201,000 health and fitness clubs worldwide and more than 174mn global members. It’s clear to see; the health and fitness space is not to be sniffed at. One of the biggest, if not the biggest, ways in which technology has redefined the fitness industry is through on-demand services. Like everything else in our lives, we want it and we want it now. But for Jean-Michel Fournier, CEO of Les Mills Media, it’s important to remember what people want with their fitness experiences before getting lost on working out how to provide that to them through technology.

            “We are more and more connected,” he says from his home gym in San Francisco. “Connection in fitness is very important. Being able to be part of a community and believing in something bigger than you is way more motivating than exercising by yourself and not being able to share what you achieve or what you’re doing. It’s about trying to connect with people who have the same objective, or same experience or someone who can advise you. So that community is very important and with technology now you’re able to be engaged and supported by your community, anywhere, anytime.” 

            That sense of a shared community, through health and fitness, defines the very core of Les Mills. Headquartered in Auckland, New Zealand, Les Mills is on a mission to create a fitter planet not by making people work out but by helping people fall in love with fitness so that they want to work out. 

            Les Mills provides workouts that are licensed by 19,500 partners in 100 countries around the world and has a tribe of 135,000 certified instructors to deliver the likes of BODYPUMP, BODYCOMBAT and GRIT workouts to millions of members. With the future of fitness merging between physical and digital, the company has led the charge in delivering immersive training and workouts on demand. This is where Fournier, a fitness fanatic and a student of Silicon Valley, looks to continuously drive engagement with members and it starts with that sense of connectedness and love affair with fitness.

            “Actually, I don’t really care about technology. Technology for me is an enabler. Technology’s here to help improve the life of our community,” he laughs. “It’s really my very first company where I’ve seen how we help people to live a better life. To feel better when they wake up in the morning, and do the exercise and fall in love with our classes, where people are doing body pump and body combat on a daily basis and they share their pictures, their achievements through the community. It’s so exciting when I see that and that’s what feeds me, honestly.”

            The health and fitness space is notoriously costly and often seen as a luxury, pricing people out entirely. So surely technology and on demand services would simply follow suit?  Fournier recognises this, recalling the unfortunate passing of his father over the past few years and how that had made him rethink the role of technology in fitness. “Before my father passed away, he told me that he wished he could go back and be in shape and feel proud of his physical fitness,” he says. “That really impacted me. It made me ask one question; how can we help people get better access to fitness services. The answer is through technology.”

            Fournier believes that technology is the key to democratising fitness services, making it truly available to everyone. Les Mills offers all of its fitness programs and workouts, together with advice and FAQs, through a simple and easy to use mobile and tablet app. This app will capture all kinds of data from its members and their activity and feed it back to them in a way that is personalised to each user. While we are competitive by our very nature and we do crave the shared community that Fournier speaks of, we all have our own personal goals and our own achievements that we strive for. But how can an app provide personalised experiences for well over a million users all over the world? The answer is, again, technology. Specifically Artificial Intelligence and Machine Learning. 

            “The technology allows us to think about things that are perhaps within our subconscious that impact our exercise,” says Fournier. “When are we most motivated to exercise? How does our sleeping habits impact our performance? At what point during a day am I going to get the best results? These are all things that AI and Machine Learning will allow us to think about and understand better. It’s really opening everyone’s eyes and making that process of falling in love with fitness that little bit more seamless.” 

            Machine Learning, while not a new concept, is still in its infancy in terms of global implementation. Fournier believes that we are “at the beginning of a tsunami” when it comes to Machine Learning and that when it does become a norm, personalisation will come naturally. He compares the concept of personalisation in fitness to that of other streaming on-demand services like Netflix. Personalisation in those platforms can only stretch as far as presenting films that you like based on your activity, or personal lists you create. In fitness, the variables are so sparse and unique to each individual that a “one service to many” approach simply will not work. 

            “Technology in the fitness spaces creates a sense of accountability with both the community and the coaches” says Fournier. “You are starting to see more and more coaching platforms out there and we are doing some experimentation with this at Les Mills, where people have a coach in their pocket. Now they are connected with the coach and the coach is going to communicate directly and check on your performance. They look at the data and see that you’ve done the workout and congratulate you for it. Then you feel good about it.”

            Fournier admits that it also works both ways, thanks to those extremely different variables; “Say you haven’t done it, the coach can ask you why. It’s because you’re tired, or you’ve hurt yourself. The coach can then work with you to adapt the workout. So that’s going to create this accountability and technology is going to help to create this connection between your data and your community. There’s going to be this golden triangle of information here.”

            The benefits of technology are clear to see; the personalisation of the user experience comes directly from it, so Les Mills should just go ahead and throw all of its eggs into the technology basket right? Wrong. Les Mills, since the very beginning back in 1968, is a business built on the foundations of family and community. Right from the top with Phillip Mills himself, to his wife Jackie and children Diana and Les Mills Jr, there is a culture that looks at fitness services and exercises and marries that with technology that can spread that culture all over the world. The technology will never drive the business, the community will. This in itself brings an interesting challenge to the table, yes Les Mills wants to serve the world and help each and every one of us, but it’s also a business and a business will also be driven by revenue and bottom line results through innovation. “So how do you innovate? You need to be sure you have a good understanding of the mission,” says Fournier. “At the end of the day if there are people out there fleeting the next best tech thing in fitness and they’re being more successful, good for them. At the end of the day the mission for Les Mills is not to conquer the world, or to be a dominant company. At the end of the day, we are here to really help people.” 

            Les Mills is driven by people, for people. That is abundantly clear. Personalisation is one challenge that the company faces and for the most part succeeds in, but what about the actual user experience? How easy is it for someone to log in to the CMS, search through the copious amounts of workouts and then stream those workouts in a truly seamless experience? Les Mills, like many businesses right now, works to provide an omnichannel experience for users so they can indeed access it anytime and anywhere. But omnichannel is a word that has fallen into the trappings of many other keywords in technology right now. How does the company look to move away from simply following a trend and offer a true omnichannel experience? 

            “It’s hard,” laughs Fournier. “Not everybody has an internet connection at 100 or 200 megabytes. Not everyone has the same bandwidth and capabilities to stream. These days there are a number of successful platforms out in the world, which makes it easier. Having streaming capabilities and adding a strong architecture while working with the best CMS platform out there is critical. Around four years ago, coinciding with when I came into the business, we laid down a very strong and robust platform that can support millions of recurrences and millions of subscribers, to be sure we can provide the quality that our users need regardless of their situation.”

            The lines between health and fitness and digital are increasingly blurring and reaching a point as to where we may not be able to think about exercise and fitness without a livestream, at home experience. As with any technological shift, there is also a generational shift running alongside it. It isn’t simply a case of older generations of gym users and fitness professionals suddenly pivoting to digital or being alienated as the world around them becomes an increasingly digital one. As we have seen in many other industries, it is not that black and white and it comes as no surprise that this is something that Les Mills understands more than most. 

            “If someone wants to enjoy our content on an app, they can. If they want to enjoy our content in a live streaming class, they can. If they want to enjoy our content in a live class with a real instructor they can do it as well,” says Fournier. “At the end of the day we are a content provider. What we do is create amazing fitness choreography linked to music and we do so in a way that is truly accessible to all and for all.” 

            In 2020, the world was forced to stand still as it became gripped by the coronavirus pandemic. With lockdowns and restrictions put in place to protect the lives of people the world over, this closed a lot of doors for the likes of restaurants, retail stores and yes; gyms and fitness centres. One could be forgiven for thinking that Les Mills, pioneers in the streaming on demand space for fitness, were well prepared for this and suffered minimal impact from this. “Our customers are those fitness clubs and the community centres that provide Les Mills classes to their communities,” reflects Fournier. “So we were hurt there. Everybody moved to digital, which was great and thanks to the great work we did in previous years in building a robust platform we were able to absorb the millions of recurrences into our platform and keep the right level of stability.” 

            For Les Mills, it has always been about the community and when that community is forced to stay indoors and to stay away from the physical connectedness, the focus changes slightly. Connected community has always been a cornerstone of Les Mills, but in these difficult times the company changed tact and became much more connected to its community than ever before. “I’m very proud of the Les Mills team because we really focused on what was important. The focus was really on responding to the customer needs,” beams Fournier. 

            “People wanted more connection, so we generated some live streaming classes. They wanted to talk with their instructors live, so we did a lot of live Q&As that were pretty amazing.”

            Fournier points to one example where the Program Director, Glen Ostergaard, presented a live streaming class to over 25,000 people worldwide. Just a few short years ago, this would have been unprecedented even for Les Mills and yet here it was, leading one of the largest live streaming fitness classes in the world and exceeding all expectations. 

            Elsewhere, in the absence of being present in classes and under the watchful eye of a trainer, Les Mills needed to think about how it could leverage the 140,000+ fitness instructors around the world and enable them to connect with the people. “These people aren’t just the faces you see on our apps and workouts, they are the community who run the classes in centres and in gyms,” says Fournier. “They understand fitness, they understand health and wellness and they are a part of the whole community so we started to connect and to create a networking effect, connecting the expert to the community that has a need. It has been quite amazing to see this level of engagement and communication with instructors and seeing how they can exercise better.” 

            Right, the future and what it will look like for many remains uncertain. The last year has taught us to rethink our perceptions of how industries can and should operate and has forced a lot of businesses to rethink their operations. In some cases, this has created great opportunities and change for good. For fitness and exercise, which as we know was already going through it’s own evolution prior to 2020, this evolution and convergence of fitness and technology will continue at an incredible pace. As we talk of new norms, what does that actually mean for Les Mills? Can it ever go back to what it was before? “Some people enjoy exercising from home. Some people are enjoying working out more outdoors and hiking or going to the park and doing their exercise routines there. And you will always have people missing their fitness club,” says Fournier. “Human nature will always go back to convenience and people will want to go back to the convenience of a fitness club or a class.”

            “I firmly believe that club operators need to evolve and they need to focus on their members.There are an increasing amount of members who are outside the club as we’ve discussed. You see the evolution right now, more and more are embracing digital, creating some challenges and motivating people to exercise outside of the club. It’s a pretty big shift and one that’s going to continue, so we have to continue to look at our offering and how we can continue to serve our community in the best way possible.”

            ServiceNow research highlights opportunities for organisations to boost productivity as today’s new pace of working creates the perfect environment for innovation

            Legacy technology is causing UK businesses additional concerns during lockdown, according to new research by ServiceNow (NYSE: NOW), the leading digital workflow company that makes work, work better for people. Prior to the announcement of a second national lockdown, both C-Level leaders and employees had low confidence that they would be able to adapt to another major business disruption.

            The Work Survey gathered opinions from 900 C-suite leaders and 8,100 employees across 11 countries, including 100 C-level executives and 1,000 office workers in the UK. It found that, despite 96% of UK leaders and 87% of UK employees stating that their company transitioned to new ways of working faster than they thought possible during the initial lockdown, many departments would not be able to implement new digital processes within a month in the event of another major disruption, such as the one we are facing now. Only a minority of UK leaders believe that customer service (37%), finance (38%) and IT (39%) could introduce new workflows within 30 days.

            This challenge is exacerbated because most businesses still have a digital disadvantage, with 98% of UK C-level leaders admitting to still using offline processes. These include:

            “Organisations innovated rapidly, and initial sprints enabled them to react to the immediate COVID-19 challenges,” said Chris Pope, ServiceNow’s VP Innovation. “Some decisions made were knee-jerk and rapid, but at what cost? There may be good short-term gains, but are they ‘match fit’ for our new ways of working? For organisations still struggling to integrate and implement a fully integrated workflow system, the future of work will not arrive, and soon they’ll fall behind.”

            Worker safety is paramount

            The survey also showed there are doubts when it comes to workplace safety from both UK leaders and UK employees. 

            Almost a third (31%) of UK leaders and 51% of UK employees are concerned their company will prioritise business continuity over safety. In addition, over a quarter (26%) of UK leaders and 40% of UK employees agree that their company will not take all the necessary steps to keep employees safe when returning to work in the office.

            “The critical challenge for UK organisations will be balancing the immediate need for business continuity with the personal needs of their employees,” said Pope. “2020 has been a difficult year for a lot of people. Many have seen restrictions over the past several months, which look set to continue through the winter. Businesses need to lead with compassion and combine empathy with meaningful action to help their employees navigate the months to come. In this distributed working environment, how organisations handle the moments that matter, from when a hire joins to when they leave, not only determines talent retention but will also contribute to overall business continuity and success.”

            Business leaders split on return to office preferences

            UK business leaders are also divided on how to keep their company most productive. While 49% want to maintain new ways of operating once the crisis subsides, 51% are keen to return to business as closely as it was prior to COVID-19, indicating a divide in approach.

            Despite 57% of UK employees feeling they now have a better work-life balance, both UK leaders (99%) and UK employees (80%) have concerns about how remote work will impact their business moving forward.

            The research indicates that leaders are prioritising speed of business while staff care about the human side of working. In terms of the largest challenges posed by remote work, UK leaders are most concerned about extended timelines for new releases or innovations (48%). Conversely, UK employees see reduced collaboration (48%) as their largest worry.

            More information about The Work Survey can be found by accessing the survey findings slide deck and infographic.

            Survey Methodology

            Wakefield Research fielded an online quantitative survey in September 2020 to 900 C‑level executives and 8,100 office professionals (employees) from companies of 500 or more employees in the following countries: United States, United Kingdom, France, Germany, Ireland, Netherlands, India, Japan, Singapore, Australia, and New Zealand. While Wakefield surveyed across industries, the findings highlight meaningful differences from employees in the following five key industries: financial services, healthcare, manufacturing, telecommunications, and public sector.

            We catch up with digital strategist Dr Paul J Bailo, who reveals the third part of his digital transformation masterclass…

            I believe that our final chat within the Digital Transformation Trilogy is based around culture…

            The first of our trilogy into what constitutes a successful digital transformation centred around leadership and this was followed by planning. But the glue to keeping this all together is the culture. And culture’s very hard to define for a lot of people, but it’s really the essence of what your organization is about.

            It’s truly understanding what your value systems are. When we think of who we are and what we believe we bring to an organization – our beliefs, our religions, our upbringing and what mom and dad taught us – we bring in our feelings of how we see the world. These are basic perceptions, deep, embedded thoughts in our minds, shared beliefs, and even unconscious feelings, right? Who we are and what we are as human beings have developed through where we lived, what zip code we lived in, our friends, our family, religion and background. And these are the values we bring into an organization, which are fundamental to this idea of culture. So, you’re mixing all these different values in order to drive a digital culture, in order to set the right mindsets and behaviors that could be shared with all the members of the organization.

            When we talk about digital culture, it’s usually about organizational change and transformation…

            Historically, organizations talked about siloed use of digital, but now we’re talking about how every department needs to be digital. When you start talking about keeping everything in a small group and collaborating, we’re saying, “No, digital is everywhere in every aspect of the business.” These are traditionally very hard things for organizations to develop in their culture. And it’s rooted in this idea and belief of who this organization is and what they stand for. And this digital culture needs to be reinforced on a daily basis from the executive leadership down to the frontline people. The culture is the foundation for the business’ success in digital. It’s this stable environment in which organizations behave and hold everyone accountable. I think of culture almost like baseball in a sense.

            Baseball? How so?

            So, baseball is a set of rules and every player knows that these are the rules. There’s a first base man, second base person and third base person. There are rules and regulations on how you behave in the game of baseball, so when people, the players go out in the field, everyone knows what to do. With our digital culture we need to know the norms that we believe in, and the values we hold true, and the actions we expect. These actions have rituals and behaviors and routine processes that are digital, and there’s a digital culture, which basically serves their structure. These structures are a digital structure of org charts, and products, and mission statements that build the digital culture, in order for organizations to be very successful in the execution of digital initiatives. It’s this idea of the digital culture driving the actions, the mindsets, and driving the mindset at the root of the cultural change that must exist, in order for organizations to be successful in this current world that we’re living and the constant change.

            The focus of digital is not just about the actions alone, it’s about the actions and the change that must happen in our heart, minds, and souls in these organizations that are transforming to be digital. It’s who we are and what we stand for, and consistently reminding ourselves and the employees, and the team members, and the shareholders of what we stand for in this digital culture. It is the mindset and behaviors that we agree to. and police, to hold everyone accountable. Understand that by doing this in our culture, they will reap the benefits of this digital change and digital landscape by agreeing that this is how we’re going to support each other in our overall digital culture: the values, the behaviors, how we talk to each other, how we behave with each other, how we execute as a team together.

            What are the tangible benefits to this cultural approach?

            It’s through minimal disparity and a sharing of the high risk of failure. Support is built into the culture. Taking a massive risk is built into the digital culture. It is extremely hard to change the culture because you’re truly trying to rewire people’s minds. And in legacy organizations, most people hate change, so you have to think about the power structure in this idea of digital culture, and this idea that decisions need to be made quickly, efficiently, very fluidly, and to constantly evolve in this idea of continuous improvement, which means that the culture will be evolving with it also. It’s the values and beliefs that the organization hold as one. It also is the emotional piece. It’s truly, how do you want to work? Is this a place that you want to belong to? Are your personal values aligned with the digital values of this organization? What are the values, right? The values that this organization holds true in this digital arena, are a critical part of the culture, absolutely critical.

            Digital is forefront and the lifeblood of these organizations that must have a digital culture in order to survive. There’s no way companies are going to survive –  banks, financial institutions, insurance companies – if they continue to behave in the way they’re behaving. Clients will not come to them, and will leave them in droves, if they are not bleeding edge digital organizations that have a culture pushing the envelope in transformation and change. Even the idea or ideas of decision-making, in a digital arena, are fast and furious. It’s not this big, long, legacy type of committee, in order to say these are now the decisions. It’s fast and furious in order to keep up with the marketplace. It’s the idea of strategy on a continuous, unending basis. It’s the idea that digital will change the way organizations conduct business.

            It’s seeing the power shift within an organization?

            Right! This digital culture is driven by the outcomes. And it’s this idea of digital culture which causes this power shift in the organization. And this is very egotistical, right? This idea of digital culture is a power grab for some people. It’s a mindset rewiring. It’s a behavioral rewiring. It’s an adjustment of values and behaviors. It’s a way of policing each other in a way that might make some people very uncomfortable. When we’re thinking about this, it’s this idea of culture which is one of the core pillars of a digital organization, and looking at these digital organizations in order to be much more efficient and effective in this brutal environment we’re currently in. It’s also building relationships, understanding that the idea of digital culture is a never-ending learning environment.

            Apple doesn’t have the best products or the best services, but they react to the market extremely quickly. They react to it because they have a culture of learning, both on the soft skills and the hard skills. They understand the challenges of digital technology very quickly because their culture supports this idea of never-ending learning. A true digital culture within the organization is a learning institution. A digital culture in an organization is an organization that takes care of its employees and upskills them. It identifies the skills that employees need to be competitive, identifies the skills that organizations need in order to drive cultural digital change.

            When we talk about digital culture, we’re discussing a massive shift in the way organizations think and behave as well as the organizational structure, the power structure, and executive mindset change. It’s really this idea that digital skills are required in every level of leadership, that training is necessary and the best practices of digital are required.

            The new issue features exclusive content from Marsh UK, HPE, and Rim of the World Unified School District…

            Welcome to the latest issue of Interface Magazine!

            This week’s cover star is Alistair Fraser the CEO of UK Corporate at Marsh who has given us an exclusive insight into the massive transformational change at the insurance brokerage, that seeks to help enterprises survive and thrive during a global pandemic…

            Read the latest issue here!

            The COVID-19 pandemic’s economic and social impacts are driving significant shifts in global political risk — introducing new dynamics and accelerating existing geopolitical megatrends, such as trade protectionism and the transition to a multipolar world order.

            “We segment our service delivery to clients based on their size and needs around risk and insurance,” explains Fraser, from Marsh’s Bristol office. “Our role is to advise our clients on their insurance and risk requirements so that they can manage risk in a more controlled way, helping them to protect their business, roll out new products and services, and continue to thrive.”

            Elsewhere, we speak to Erik Vogel, Global Vice President, Customer Experience at HPE to see how the global, edge-to-cloud Platform-as-a-Service company is transforming the customer journey with GreenLake to provide an ‘everything-as-a-service’ offering…

            Plus, we have the third and final instalment of digital strategist Paul Bailo’s Digital Transformation masterclass, and an exclusive with Mads Fosselius, CEO and Founder, Dixa who reveals the secrets to succeeding in this ‘new world’. And we speak to Michelle Murphy, Superintendent of Rim of The World Unified School District, who explores how a digitalisation of the classroom begins and ends with the success of the student in mind.

            Enjoy the issue!

            Andrew Woods

            A new study from Business Fibre reveals the best cities to be a tech student around the world

            A new index by Business Fibre has analysed 34 of the world’s Organisation for Economic Co-operation and Development (OECD) capital cities to find 2020’s best cities to be a tech student. The index has analysed each city according to metrics such as the number of universities offering technology and engineering courses, total tech companies and employees in each city, the monthly living cost and the top cities investing in tech-related research. See the index here

            The top 10 cities to be a tech student

            To find the world’s top cities to study technology, we have ranked each city according to a series of metrics to find the overall winners for those looking to start their career in technology. 

            The metrics explored include budget spent on tech-related research, the number of people employed in professional, scientific and technical sectors, tech companies, monthly living costs as well as the number of top universities offering technology and engineering courses.

            Introducing the top 10 cities to be a tech student…

            1. London, UK
            2. Berlin, Germany
            3. Jerusalem, Israel
            4. Bern, Switzerland
            5. Seoul, Korea
            6. Stockholm, Sweden
            7. Paris, France
            8. Canberra, Australia
            9. Rome, Italy
            10. Tokyo, Japan

            Top cities contributing to tech research

            Exploring Technology research spend, the study also finds the top cities who are consistently investing in technology research. This has been calculated by looking at the % of the total GDP spent on research.

            RankCityResearch Spend (% of total GDP)
            1Jerusalem, Israel4.8
            2Seoul, Korea4.3
            3Bern, Switzerland3.4
            4Stockholm, Sweden3.4
            5Tokyo, Japan3.2
            6Berlin, Germany3.1
            7Copenhagen, Denmark3.1
            8Vienna, Austria3
            9Helsinki, Finland2.7
            10Brussels, Belgium2.7

            The highest-ranking city is Jerusalem, which ranks high across all metrics and is the 3rd best city for tech students overall. The top three cities for tech-related research also include Seoul, spending 4.3% of the GDP, followed by Bern at 3.4. All three cities also rank high for the best universities and overall top cities for tech students. 

            Top 10 universities to study technology worldwide

            Based on the top 10 cities to be a tech student, we wanted to find the best universities in each city for aspiring students. To find the best universities BusinessFibre looked at metrics such as the total number of students, faculty staff and the number of international students. This alongside each universities global subject ranking for Engineering and Technology make up the top 10 tech universities in the world. The monthly cost of living has also been included so that students can be sure they’re studying at the best overall tech university.  

            RankUniversityWorldwide ranking (Engineering and Tech 2020)City
            1Imperial College London7London, UK
            2Technical University of Munich25Berlin, Germany
            3Technion – Israel Institute of Technology179Jerusalem, Israel
            4ETH Zurich – Swiss Federal Institute of Technology4Bern, Switzerland
            5Seoul National University22Seoul, Korea
            6KTH Royal Institute of Technology30Stockholm, Sweden
            7Ecole Polytechnique57Paris, France
            8The Australian National University71Canberra, Australia
            9Sapienza University of Rome127Rome, Italy
            10The University of Tokyo21Tokyo, Japan

            Comment from Ian Wright: “With technology arguably being the fastest growing and most profitable industry in the world, we wanted to find the best cities in the world to be a tech student as well as the top cities funding technology-related research.  

            It’s clear from the research that London, Berlin and Jerusalem are the best cities for students, while Seoul and Bern join Jerusalem at the top for investing in technology-related research. 

            For those who don’t want to spend a ton of money on their education, Seoul National University is a great option that offers a lower living cost while still having a good global university ranking.”

            While the virus has presented many challenges, it has also opened up opportunities for increased industry security and customer relationships. Agnė Selemonaitė, Deputy CEO at ConnectPay, explains.

            1. Increased industry security

            Banks and other financial institutions have been a major target for scammers since the beginning of the pandemic; in fact, cyberattacks between February and April alone spiked an astonishing 238%. The increased volume of threats has encouraged companies to face the situation head-on and implement new safeguards.

            “Putting more safeguards in place will benefit market players long after the crisis has blown over, as market players will be better equipped to deal with the constantly evolving digital threats,” says Selemonaitė.

            2. Growth of digital payments market

            Alongside the World Health Organization encouraging us to go cashless, the crisis has stimulated the growing amount of e-payments. Selemonaitė notes Sweden’s example: amidst the uncertainty, Sweden’s central bank signed an agreement to gain access to EU TIPS platform, which will act as the basis for the country’s own platform for instant payments.

            “Sweden’s approach shows that in order to be in a better spot to satisfy increasing demand for faster, more convenient services – you need to be proactive,” Selemonaitė explains. “We follow this approach too; having realised our clients’ needs for greater options amidst quarantine, we integrated more payment methods into our Merchant API.”

            3. Accelerating digital banking development

            As banks had to severely limit their working hours during the lockdown, digital banking picked up the slack to accommodate the financial needs of people working from home. “As the new wave of customers sieged the system, faster development of banking services took precedence,” says  Selemonaitė. In the US alone, over 45% of people have changed the way they bank amidst the crisis, and according to a European customer survey by McKinsey, there has been a 20% increase in digital engagement.

            4. Enhanced customer experience

            The aforementioned McKinsey survey showed that people who are highly satisfied with their digital banking experience are two-and-a-half times more likely to open new accounts with their existing bank than those who are just just satisfied. The aftermath of COVID-19 is expected to continue down the path of developing simplified UX to attract and retain clientele.

            “Although requiring meticulous work, constant UX evaluation can greatly benefit product credibility and client retention, for instance, our first UX update led to doubling our monthly conversions,” says Selemonaitė. “It is likely that we will see a more customer-focused approach in the post-crisis industry too.”

            5. A catalyst for fintech companies

            The ’08 financial crisis gave a boost for the fintech industry, as, at the time, people were losing trust in the system, and in legacy financial institutions. In the aftermath, some entrepreneurs parted ways with the concept of traditional banking, aiming to present the market with a more technologically sophisticated solution.

            “This time, the crisis could have an even greater impact for fintechs, as well as regtechs, as they rely on solutions fintechs can develop,” adds Selemonaitė. “Unfavourable circumstances drive the need to innovate across interconnected sectors.”

            Marius Galdikas, CEO of ConnectPay, explains the role of digital finance during a pandemic, and how it has changed society forever…

            Could you tell us a little about your background?

            I originally come from the field of technology. I’m a physicist,  and I’ve always marveled at engineering and technology – digital technology, specifically. Through the years, I shifted into products and then into fintech, which was very exciting to me, because fintech is about people and technology. It’s about good people that understand regulation, understand business and understand technology. I am now the CEO of ConnectPay.

            Data shows that cyberattacks on financial institutions spiked enormously between February and April this year – why is that?

            I think the main reason it happened is actually at the core of the pandemic; the pandemic means people are locked up at home, so you end up with many more users of digital financial services than there usually are. Cash is unusable at this time, when you’re locked up, so you have a lot of new customers in digital finance – some of them are tech savvy and others are not. There’s a lot of people that never used digital financial services, and now they must. So you have this influx of customers into the market, that’s number one. Number two, governments reacted and we had these stimulus programs released, which means there’s a lot of funds being distributed through different programs. And many of those funds are meant for relieving the consequences of joblessness.

            So you have a lot of new funds moving around and, because all of it is happening in the digital finance area, I think that stirred up the whole fraudster community. Fraudsters are working hard, now, to try and use the situation to steal funds from people, which results in  information security threats and cyber attacks. Cyber attacks are means of achieving the goals for fraudsters.

            How has cyber security adapted to combat this issue?

            It’s a very big challenge to tackle. Number one is, all of the financial services providers that already operate online, they have their assets online, they have the required technology and so on. Could that have been changed so fast? No. Information security requires a lot of work and insight, and it’s a lengthy process to deploy specific tools to combat that. So I don’t think much has changed, but I think a realisation came that fraud prevention is now a very important area.

            As well as increased security, what have been some of the digital baking trends since the emergence of COVID-19? How have people changed the way they handle money?

            The stride towards a cashless society has obviously been accelerated, forcefully. Some countries and some companies will do better than others, but I think majority of the change is yet to come, because the pandemic will result in economic hardship and economic hardship will result in changes, in innovation, just like we had in the 2008 crisis. That gave birth to Bitcoin crowdfunding, sharing economies – all of that was an outcome of financial crisis, and I think we will see something come up that we cannot even imagine right now. What is the driver for those changes? Previously in 2008, there was a huge loss in trust towards financial institutions. The financial sector was the reason behind the crash, and so trust was lost, and all of these instruments – crowdfunding, sharing economy, blockchain technology – were targeted specifically at, “Hey, we don’t trust financial institutions anymore; what can we do to exclude them from the economy altogether?”

            So what will happen now, I think, will be the same, depending on the size of the downturn. I’ve been hearing that in the Western and European developed markets, countries have been hit very hard, financially, by the pandemic. This will continue; there will be financial problems. It’s different because, previously, everybody lost jobs and salaries went down. Now, there’s a different aspect to what the hardship will be like, and it will result in something new.

            What are your thoughts on a cashless society? Do you think it’s inevitable or are there barriers? And if it does happen, how far away do you think it is?

            I do think it’s inevitable. I think the entire world is going towards a cashless society at different speeds; for example, the Nordic countries are the biggest cashless societies in the world, whereas the UK is probably five years behind them. In the US, cash is still very important –people love cash in the States – so they’re about 10 years probably behind the Nordics. However, the direction is the same. It’s all going towards cashless. The reasons for it is obviously internet penetration and mobile phone penetration – those are the key factors towards how fast will we get to cashless society, country-by-country. But also, what we need to understand is that cashless society also sort of puts a strain on the society as a general, because elderly people might be excluded from this market or might have trouble or problems adapting to the cashless environment. However, sometime, we will all be there.

            The push towards the cashless society is driven by two things: one is the new consumer. These are new people, the new generation, and exchanging funds should be as simple as messaging or using social media. So one driver is this new generation that drives the digital economy and the cashlessness, because they live in the digital world. The other part is the actual financial institutions that drive the cashless society, but their reasoning is different – it’s efficiency. They want to cut costs. They don’t want to have physical retail locations. Nobody wants to transport or count cash. There’s fraud issues related to cash, so the financial institutions are driving it from another perspective.

            Do you think it’s safe to say that digital banking is no longer a luxury, but a necessity?

            Absolutely. We see that the world is much more fragile than we thought. We are all forced to go online, work from home, access our financial instruments from home, shop online, get government funding and stimulus online without going anywhere, and so on. It is a necessity, it is definitely not a luxury and everybody will have to adapt to that. I just hope it becomes less painful for everybody to transition, and that people don’t lose out on their money through fraud.

            We spoke to Carlene Jackson, CEO of Cloud9 Insight, about the transformative power of both technology and company culture…

            What led to you launching your business, Cloud9 Insight?

            I started Cloud9 about 10 years ago, and it was an opportunity to support small businesses to deploy CRM in the cloud for the first time, because I saw a trend of more and more clients moving to the cloud. There’s an opportunity to help clients with making the most of their data in the SME space, plus they’re able to use Microsoft technology to get more insights – hence the name Cloud9 Insight. At the time, most of my competitors were still looking to sell on premises-software, but I saw a gap in the market.

            Historically, what I’d seen with enterprise clients I had worked with, is that CRM projects had been at least a year long, and often you’d question whether the business had moved on since the definition stage of the project, and if it was still fit for purpose. I think projects these days need to be a lot more agile to support clients with business transformation; for me, working with cloud technology allows that agility.

            There’s a quote on your website where you say you have a love of change and disruption – what does that mean to you, as a tech leader and expert?

            I think it comes naturally to me. I’m moderately dyslexic, and some say that dyslexics are quite creative people. I find it hard to read anything without having a pen and paper in my hand, because I always got lots of ideas, and I think part of the reason that entrepreneurs have often been so successful as dyslexics is that we often think differently. If you look at tackling problems the same way they’ve always been tackled before, then you’ll probably come up with the same answers – but if you can address things differently, then maybe you might come up with a better opportunity.

            When I started my business, I moved almost immediately to the Alps; I hadn’t worked in the Microsoft channel, and I had no preconceptions about what did a Microsoft partner selling CRM did. That meant my business model turned out very different to a lot of others. I also recruit a lot of young people into my business – which is why I’ve set up an apprenticeship programme, called Vantage Academy – and having them involved in the business has helped maintain that creative, disruptive model.

            So is company culture very important to you?

            Definitely. I used to work at IBM, and it was quite normal to travel around different offices around the country, visit your clients and just pop in and hot desk. Depending on which office you went to, some people were a bit more chatty and you got to hear a little bit more about what they’re doing. But what I noticed about my business, as it was growing, was it was becoming departmentalized and siloed in the same way that many of my clients complain about. I didn’t want that; I don’t want the salespeople not working with the support people, or projects people, and so on. There’s so much opportunity to learn when you have conversations with colleagues across different parts of the organisation, and I really wanted to make sure that we worked as a team.

            I know you’re a big advocate for diversity in the workplace, and in the general realm of technology – what are some of the benefits diversity can bring?

            First of all, organisations need to make sure that the demographics of who they employ reflects the demographics of who you’re selling to, because it’s difficult to understand them otherwise. Certainly in a B2C market, having representation across age groups in your workforce is really important. What I’ve found is that what really motivates the older generation is the ability to be a mentor and a leader to those that don’t yet have the experience. They want to give back.

            As for younger people, they have energy, ambition and hunger to pass on to across the workplace, allowing great things to happen, and I think it increases the performance of my overall team. Diversity could also be gender; certainly in many sectors like tech and oil and gas, it is heavily biased towards males, and a lot of my staff do tell me that it’s nice to have a more balanced workplace.

            I’m a lot more people centric than maybe a lot of my peers might be; I like to embrace the people and the value of people in businesses, both within my clients and within my own team. That’s really important to me.

            You wrote a piece about how working from home is changing attitudes to work, specifically citing children gatecrashing video calls and how that represents how the life part of work-life balance can no longer just be hidden away – with technology supporting people really successfully to work from home, will things ever go back to ‘normal’?

            I think there’s no going back to ‘normal’, for sure. The old way is not going to exist at all. There’s two types of businesses: those who are probably kidding themselves and just about surviving, and those who are probably a lot more agile and forward-thinking, who are going to look at the trends that have been happening, jump onto those trends and allow a lot more flexibility around people working from home.

            The other great thing about this mobility of the workforce, is that maybe your team don’t even have to be in the vicinity of your office – maybe not even the vicinity of the UK. Maybe we can tap into where the best talent is.

            How do you think female entrepreneurship can be encouraged in tech, and other STEM industries?

            I love that question. One of the exciting things about me being able to set up an apprenticeship business is I’m definitely going to use my voice and position to be a great advocate for younger females to come into the tech sector. I think there might be a perception that you need to have technical skills, but having great leadership skills, having creative skills are also very important and greatly valued in the sector. It’s just trying to open the younger generation’s mind, especially for young females, as to the skills that they have inherently, in great abundance, how are they valued, and how can they use those skills to make a difference.

            And for me, technology is a great enabler of change and making a difference. I’d like to see schools working more with younger people to help them feel confident about working with technology. When I hire people that are fresh out of school, I’m absolutely dismayed by how few skills they have in using technology. That crosses all genders, but it’s really sad to see the percentage of females attending degree courses that are highly attended by males. However, when you look overseas at places like Poland, they have a much greater balance, so I think we have a lot to learn about what is it that overseas countries are doing that we’re not. I suspect that starts at a young age in school, and if we could create more entrepreneurs, then our economy will be much more successful.

            So it’s about encouraging STEM topics in schools, full stop, not just for girls but all genders, in order to fill that skills gap.

            Yes, absolutely. I think that if there’s more integration between businesses and their involvement in schools, and that opportunities to learn entrepreneurship and problem-solving using technology exist, that might open their eyes.

            Full article:

            deVere Group reports that enquiries for Vault, its global money app and card service, has experienced a jump in enquiries of 67% in Quarter 3.

            Growing demand for green, paperless banking and fears over post-Brexit rule changes have triggered a “monumental surge” in enquiries for money and challenger bank apps, reveals one of the world’s largest independent financial advisory and fintech organisations.

            deVere Group reports that enquiries for Vault, its global money app and card service, has experienced a jump in enquiries of 67% in Quarter 3. 

            The cutting-edge app allows users to deposit, store, transfer and exchange money in most major currencies.   The deVere Vault Prepaid Mastercard®️ can be used online, in-store and at any ATM location across the globe where Mastercard®️ is accepted.

            Nigel Green, CEO and founder of deVere Group, which launched Vault in 2017, comments: “The monumental quarter-on-quarter surge for banking-style apps is, we believe, attributable to two main drivers.

            “First, individuals and companies are increasingly embracing and expecting green, paperless banking. 

            “This is partly fuelled by the pressing need for us all to drastically reduce waste and better protect the environment – something the pandemic and issues such as raging wildfires has collectively focused minds on – but also because a paperless system is, typically, a more convenient and efficient one.

            “Traditional banks have a long way to go to catch-up with tech-driven challenger banks and fintech [financial technology] firms, which are intrinsically much greener and are leading the charge to a paperless future.”

            He continues: “The other major point driving engagement with e-money apps in Europe specifically is that many of the UK’s banks are set to abandon their customers, by closing their accounts and stopping use of their services across Europe within weeks unless they have a valid UK address.

            “Under post-Brexit rules, it becomes illegal for UK banks to service customers living in the EU without applying for new banking licences.

            “This will cause significant disruption for many individuals, families, businesses and other organisations. 

            “As such, people are flocking to firms that already operate under pan-European rules.”

            The massive jump in enquiries, says Mr Green, underscores that “fintech is the future of finance” – not only for clients’ convenience and efficiency but also, in a large part, because it is more environmentally sustainable.

            The deVere CEO concludes: “For Millennials and Gen Z clients especially there’s been a radical shift toward ‘less stuff, more impact’ in banking and financial services.

            “And this is just the beginning of this global and far-reaching trend.”

            Nell Walker talks to James Shanahan, CEO Revolut Singapore, regarding a new dawn of digital banking

            “By re-conceiving the infrastructure of a bank, the way that a bank delivers its services, you can take an order of magnitude off the cost and you can bring a level of experience to the customer that’s not hamstrung by old tech, by old thinking, by siloed approaches…” James Shanahan, CEO of Revolut Singapore

            We spoke to Carlene Jackson, CEO of Cloud9 Insight, about the transformative power of both technology and company culture

            Interface Magazine hooks up with Carlene Jackson, CEO of Cloud9 Insight, who reveals the transformative power of both technology and company culture…

            What led to you launching your business, Cloud9 Insight?

            I started Cloud9 about 10 years ago, and it was an opportunity to support small businesses to deploy CRM in the cloud for the first time, because I saw a trend of more and more clients moving to the cloud. There’s an opportunity to help clients with making the most of their data in the SME space, plus they’re able to use Microsoft technology to get more insights – hence the name Cloud9 Insight. At the time, most of my competitors were still looking to sell on premises-software, but I saw a gap in the market.

            Historically, what I’d seen with enterprise clients I had worked with, is that CRM projects had been at least a year long, and often you’d question whether the business had moved on since the definition stage of the project, and if it was still fit for purpose. I think projects these days need to be a lot more agile to support clients with business transformation; for me, working with cloud technology allows that agility.

            There’s a quote on your website where you say you have a love of change and disruption – what does that mean to you, as a tech leader and expert?

            I think it comes naturally to me. I’m moderately dyslexic, and some say that dyslexics are quite creative people. I find it hard to read anything without having a pen and paper in my hand, because I always got lots of ideas, and I think part of the reason that entrepreneurs have often been so successful as dyslexics is that we often think differently. If you look at tackling problems the same way they’ve always been tackled before, then you’ll probably come up with the same answers – but if you can address things differently, then maybe you might come up with a better opportunity.

            When I started my business, I moved almost immediately to the Alps; I hadn’t worked in the Microsoft channel, and I had no preconceptions about what did a Microsoft partner selling CRM did. That meant my business model turned out very different to a lot of others. I also recruit a lot of young people into my business – which is why I’ve set up an apprenticeship programme, called Vantage Academy – and having them involved in the business has helped maintain that creative, disruptive model.

            So, is company culture very important to you?

            Definitely. I used to work at IBM, and it was quite normal to travel around different offices around the country, visit your clients and just pop in and hot desk. Depending on which office you went to, some people were a bit more chatty and you got to hear a little bit more about what they’re doing. But what I noticed about my business, as it was growing, was it was becoming departmentalized and siloed in the same way that many of my clients complain about. I didn’t want that; I don’t want the salespeople not working with the support people, or projects people, and so on. There’s so much opportunity to learn when you have conversations with colleagues across different parts of the organisation, and I really wanted to make sure that we worked as a team.

            I know you’re a big advocate for diversity in the workplace, and in the general realm of technology – what are some of the benefits diversity can bring?

            First of all, organisations need to make sure that the demographics of who they employ reflects the demographics of who you’re selling to, because it’s difficult to understand them otherwise. Certainly in a B2C market, having representation across age groups in your workforce is really important. What I’ve found is that what really motivates the older generation is the ability to be a mentor and a leader to those that don’t yet have the experience. They want to give back.

            As for younger people, they have energy, ambition and hunger to pass on to across the workplace, allowing great things to happen, and I think it increases the performance of my overall team. Diversity could also be gender; certainly in many sectors like tech and oil and gas, it is heavily biased towards males, and a lot of my staff do tell me that it’s nice to have a more balanced workplace.

            I’m a lot more people centric than maybe a lot of my peers might be; I like to embrace the people and the value of people in businesses, both within my clients and within my own team. That’s really important to me.

            You wrote a piece about how working from home is changing attitudes to work, specifically citing children gatecrashing video calls and how that represents how the life part of work-life balance can no longer just be hidden away – with technology supporting people really successfully to work from home, will things ever go back to ‘normal’?

            I think there’s no going back to ‘normal’, for sure. The old way is not going to exist at all. There’s two types of businesses: those who are probably kidding themselves and just about surviving, and those who are probably a lot more agile and forward-thinking, who are going to look at the trends that have been happening, jump onto those trends and allow a lot more flexibility around people working from home.

            The other great thing about this mobility of the workforce, is that maybe your team don’t even have to be in the vicinity of your office – maybe not even the vicinity of the UK. Maybe we can tap into where the best talent is.

            How do you think female entrepreneurship can be encouraged in tech, and other STEM industries?

            I love that question. One of the exciting things about me being able to set up an apprenticeship business is I’m definitely going to use my voice and position to be a great advocate for younger females to come into the tech sector. I think there might be a perception that you need to have technical skills, but having great leadership skills, having creative skills are also very important and greatly valued in the sector. It’s just trying to open the younger generation’s mind, especially for young females, as to the skills that they have inherently, in great abundance, how are they valued, and how can they use those skills to make a difference.

            And for me, technology is a great enabler of change and making a difference. I’d like to see schools working more with younger people to help them feel confident about working with technology. When I hire people that are fresh out of school, I’m absolutely dismayed by how few skills they have in using technology. That crosses all genders, but it’s really sad to see the percentage of females attending degree courses that are highly attended by males. However, when you look overseas at places like Poland, they have a much greater balance, so I think we have a lot to learn about what is it that overseas countries are doing that we’re not. I suspect that starts at a young age in school, and if we could create more entrepreneurs, then our economy will be much more successful.

            So it’s about encouraging STEM topics in schools, full stop, not just for girls but all genders, in order to fill that skills gap.

            Yes, absolutely. I think that if there’s more integration between businesses and their involvement in schools, and that opportunities to learn entrepreneurship and problem-solving using technology exist, that might open their eyes.

            Sarah Doherty, Product Marketing Manager at iland discusses how a cloud-based infrastructure can accelerate IT initiatives.

            There’s no doubt about it, we are living in a cloud enhanced world. No matter what is happening in life, whether it’s uploading pictures of the family, keeping track of friends on social media, or working remotely, the fact remains that the cloud is a part of our everyday lives in one way or another.

            So why are organisations so hesitant to adopt a cloud infrastructure? From speaking with customers, the reason extends across infrastructure, business as well as, let’s face it, an overall new way of thinking about what is the best way to mitigate risk.

            When we talk to business leaders, the idea of moving from a CAPEX model to an OPEX model is appealing for pretty much everything but IT. They still look at IT assets and think about budget cycles and performance/capacity per the pound or dollar. This can put them into situations where they are purchasing hardware on three to five-year cycles, subsequently discovering after two years that the hardware they have invested in isn’t doing what it needs to do. However, at that point, the business is committed.

            They may be locked into a certain vendor or platform and the pain of moving seems overwhelming or they may have concerns about moving to the cloud in general. In a nutshell, this approach is not compatible with the flexibility and scalability that many businesses need in their toolkit.

            The tangible business benefits of using a cloud-based infrastructure have been heavily publicised of late, with the onset of COVID-19 necessitating a quick and efficient move to the cloud, in order to keep businesses moving. However, implementing a cloud strategy to future-proof an organisation can, not only have top-line operational benefits such as data security, business continuity, resilience, scalability, and accessibility – it can facilitate wider digital transformation strategies.

            This will prove crucial to maximising business efficiency and time-to-market of these initiatives, in the event of another worldwide event where physical access to a building is not possible. After all, an organisation’s end users have become accustomed to receiving a faultless service – even during a global pandemic – and would have expected businesses to have learnt their lessons from COVID-19.

            Organisations wanting to implement a range of IT initiatives have unarguably accelerated cloud adoption. However, when choosing a cloud partner, they normally express the following concerns around adaptability to the cloud, which cloud providers need to tackle head-on.

            Security and Compliance

            While it may not be the first thing that springs to mind for IT professionals looking to quickly enact digital transformation strategies, such as building applications that will streamline internal business processes, security practices must adapt as data moves to the cloud. While assets are normally well-locked down, it is easy to accidentally create vulnerabilities in the cloud since customers are responsible for setting many security controls around their apps and data.

            All clouds have a different set of best practices and design principles. Therefore, knowing those practices up-front will help cloud admins avoid headaches later. Working with the right cloud partner to plan and then execute a cloud strategy will not only eliminate headaches now and later but will also help to grow the business for the future.

            It goes without saying that vulnerabilities must also be addressed as soon as possible. Cybercriminals are currently stepping up their attacks to take advantage of remote employees. Phishing attacks are at an all-time high on small and large businesses, as well as public resources like hospitals and healthcare providers. Therefore, businesses must assign responsibility to an individual or group of individuals to look after the organisation’s data from the onset, especially during the migration period.

            There is no time like the present to reinforce an organisation’s IT security and compliance guidelines, many of which include the relevance of when employees travel or occasionally work from home. This includes a refresher on password policies and how to identify and report phishing attempts. It’s important to help employees with securing their home networks, and all the other policies and guidelines they would typically follow at work to protect the company and customer data. This might also be an excellent time to train employees on document and data retention best practices. 

            Cloud Expertise and Management

            Most IT teams are running at full throttle as it is, and the idea of learning entirely new jobs, alongside current tasks, can be daunting. Furthermore, IT managers may be wondering how to firstly move their teams to the cloud, and subsequently get them up to speed quickly and manage projects in the long run, minimising business disruption as much as possible.

            A good first step is to implement a robust cloud migration strategy. This will help communicate a clear vision and change management plans to all employees within the organisation, including IT teams at the coalface, demonstrating how the move to the cloud will really help the business, and prove ultimately beneficial in the long-run. For example, key drivers are the need for greater availability, the desire to move from CAPEX to OPEX and the need for greater scalability as the company grows.

            Furthermore, the progression from traditional server-based infrastructure to virtualisation and then to cloud involves several mental leaps. The cloud requires an adjustment of mindset and an ability to accept ways of doing things differently. However, this is the only efficient way to take wider business and IT strategies forward. Organisations should start their move with non-mission-critical applications, which are typically the easiest to migrate. The transition of refactoring some applications to function as cloud-native or distributed applications can take more time.

            It goes without saying that organisations choosing a managed service provider to manage their cloud migration and ongoing support should lean on their partner as much as possible, especially in the first few months, to help teams get up to speed with new processes and workflows.

            It’s all about short term pain for long-term gain.

            Cost Control

            Understanding all the factors that contribute to billing before an organisation makes the move to the cloud is a must, since cost management changes can lead to problems if they are not understood. 

            Cloud services are generally billed once a month or follow a pay-as-you-go pricing model. However, users must factor in hidden fees, such as data transfer costs, and additional support and training. These budget surprises can pose a challenge if not addressed proactively.

            Organisations should choose the cloud partner that doesn’t spring any surprising extra fees; the best providers should have simple, easy-to-understand invoicing portals and support, where businesses have complete visibility of all costs in one place. This is increasingly crucial as businesses scale their cloud offering up and down – sometimes on a month-by-month basis – with differing costs to reflect this. When scaling in such a way, organisations need to be made aware of how these changes will be billed – i.e. immediately or on monthly terms. Not addressing the finer points of billing can unnerve an organisation who are not familiar with cloud models, or a SaaS approach.

            It is important to look past the challenges and focus on the true advantages. The cloud provides a great opportunity to modernise IT infrastructure and gain operational efficiency through cloud-native design practices.

            All clouds have a different set of best practices and design principles. Therefore, knowing those practices up-front will help cloud admins avoid headaches later. Working with the right cloud partner to plan and then execute cloud strategies will not only eliminate headaches now and later but will also help businesses to grow in the future through planned digital transformation initiatives that can be executed without the constraints of legacy hardware.

            Gobeyond Partners and Webhelp surveyed 500 respondents at director level and above across a range of industries about the impact of COVID-19 on their businesses.

            New research from Gobeyond Partners, the consulting firm focused on customer journey transformation, and Webhelp, Europe’s leading provider of outsourced customer engagement services, has today revealed that over 60% of business leaders are re-evaluating how much they will be investing in change and transformation since COVID-19, yet only a third of survey respondents are committing to a higher spend in this area.  

            Gobeyond Partners and Webhelp surveyed 500 respondents at director level and above across a range of industries about the impact of COVID-19 on their businesses. By combining Webhelp’s expertise in customer engagement with Gobeyond Partners’ customer journey design and transformation capabilities, the two organisations were able to evaluate the impact of COVID-19 across a number of key areas and offer recommendations to businesses as they start to plan towards a post pandemic world. When it comes to the issue of transformation, the research highlights the value of an intelligent use of rightsourcing* which will be crucial for businesses to establish the most cost effective and relevant solutions to support the flexibility and speed needed during this transition period. 

            Change and transformation are two of a number of data points highlighted in the joint research and accompanying report by Gobeyond Partners and Webhelp which explores how consumers arenow demanding more human experiences, even in digital environments, and why organisations must balance agility and adaptability against a clear focus on maximising value from investment in transformation.

            Mark Palmer, CEO of Gobeyond Partners comments on the findings: “As the urgency for change and transformation intensifies in our new reality, it raises some pivotal questions. How different willservice look and feel in the future? How will businesses and their operations need to adapt? And how can employers engage and support their colleagues to deliver on new customer promises? The engineering of an authentic human experience in the digital world will need a delicate balance, and companies will need to work hard to create service transformation that satisfies both these needs. This may expose a lack of capability and flexibility inherent in many organisations, due to a lack of investment. For brands to survive, leaders can no longer pay lip service to digital transformation and digital must be fully integrated into the overall operating model.”

            Other key findings from the joint research include:

            • 70% of businesses have seen a direct impact to their bottom line as a result of COVID-19, with more than half being negatively affected. 
            • These financial impacts are expected to last, with more than 80% of respondents believing they will be financially impacted for six months or more and 50% expecting their finances to be affected for more than a year. 
            • Companies that have been affected negatively by COVID-19 are twice as likely to expect cuts to their transformation budgets after the pandemic has subsided.

            Craig Gibson, Chief Growth Officer at Webhelp Group continues: “Overall whilst budgets may reduce, spend on individual change and transformation programmes should not be reduced commensurately. Instead, the entire change portfolio should be reviewed and reprioritised. Now is the time to focus on and invest in a critical, clear and concise set of priorities, which the whole organisation can communicate and contribute to. This will ensure that the most critical agenda items will accelerate, without depleting vital cash reserves.”

            One of the world’s largest independent financial advisory and tech wealth organizations is to launch a first-of–its-kind onboarding verification app amid “soaring global demand” for fintech solutions.

            deVere Group’s pioneering Ident Me app provides a secure identity verification system – as an alternative to traditional customer onboarding – and a notary services function when required, which is a first for the international financial services and fintech sector.

            Of the launch of this new service, the founder and CEO of deVere Group, Nigel Green, comments: “We’re in an exciting new world. In recent months, the future has happened faster. There have been major shifts in the way we live, work, and manage our finances.

            “Much of this is being driven by digital technologies, and our financial lives are no exception.

            “There’s soaring global demand for fintech [financial technology] and it’s clear it is going to become an increasingly dominant part of our lives moving forward.

            “Indeed, fintech is already the ‘new normal’ as we increasingly insist on immediate, on-the-go, 24/7 access to, use and management of our money. We demand personalised, on-demand services and lower costs.”

            He continues: “Against this backdrop of growing demand, we decided that we needed to make the set-up process of onboarding to use our fintech apps as quick, easy and secure as possible.

            “Ident Me is a hassle-free, simple and safe way for clients to provide identity verification for themselves via a KYC (Know Your Client) form.”  

            KYC is a financial services standard.

            The Ident Me app consists of an easy three-step process.

            First, proof of identity. This is done by taking pictures of the front and back of your ID card or passport.

            Second, the capture of documents. This is undertaken by taking a picture of a document with your address on it, for example, a utility bill or rental agreement.

            Third, the liveness test. A live selfie you take will get verified against your ID/Passport photo.

            Once this has been approved, clients will soon be able to have access to and enjoy the benefits of deVere’s suite of fintech apps.

            deVere is one of the very few financial advisory organisations that has been actively and consistently pushing into fintech and is now widely regarded as one of the leaders in the sector.

            Currently, the organisation’s apps include deVere Vault, a global e-money currency app and multi-currency prepaid card; deVere Crypto, a cryptocurrency app to store, transfer and exchange major cryptocurrencies, including Bitcoin; deVere Core, an app that allows clients to monitor their investments in real-time, on-the-go, keeping them informed with news and events that impact investor returns; and deVere Catalyst, a low-cost investment and savings app that offers best-in-class globally diversified funds.

            The deVere CEO concludes: “We believe that everyone should have access to and reap the benefits of cutting-edge fintech.

            “Ident Me, the first-of–its-kind onboarding verification app, helps further democratise financial technology.

            “Fintech is meeting growing demand for on-the-go service, it is speeding up the advance of global financial inclusion which helps social advancement around the world, plus costs are lowered and the client experience is enhanced.”

            Digital transformation is laid bare with an insightful trilogy of podcasts from Dr. Paul J. Bailo…

            “I don’t see how any organisation in this current world could survive without a true digital leadership model.” Dr Paul J. Bailo, Executive – Digital Strategy, Data & Innovation

            Dr Paul J. Bailo, a digital thought leader par excellence, takes us through the importance of leadership to a successful digital transformation programme

            Over half [55%] of SMEs believe that their competitors have a better digital presence than they do, according to new research by leading creative agency, Sparkloop.

            The research, which questioned 500 decision makers from SMEs across the UK on how much time, budget and resource they have invested into their digital brand presence, also revealed that despite believing their competitors had a better brand presence, 45% of respondents had not reviewed the performance of their website in over 18 months. 

            In addition, 25% of respondents advised that they rarely, or only annually, make changes to improve the performance of their website to engage potential customers. 

            When questioned on the level of investment SMEs made into their digital brand, 46.3% advised they invested under £2,000, 53.7% invested £2,500 plus and 10.9% invested £10,000 plus.

            However, a quarter [25.8%] of SMEs haven’t invested in their website and wider digital brand presence in over 2 years. 

            Other key take outs from the research include:

            • Only 31% of SMEs believe that they have a stronger digital brand presence than their competitors.
            • 44.3% of SMEs have developed their website using ‘off the shelf’ platforms like Wix, Square Space or WordPress, with 31.6% opting for creative and technical input from an external agency. 
            • A staggering 62.3% of SMEs have not taken advantage of tech features, like chatbots, blogs and feedback to increase stakeholder engagement or improve the performance of their website. 

            This new research comes as the majority of UK SMEs are forced to review and pivot their existing growth strategy following the impact of the current situation. 

            Gayle Carpenter, Creative Director of Sparkloop, confirmed: “This latest research is incredibly telling and effectively demonstrates that SMEs UK wide do not place enough value into both creating and maintaining a strong brand and digital presence, which could be damaging to their business. 

            Currently, SMEs are facing the significant challenge of survival following recent events. Those with the strongest brands, an engaging website and integrated digital presence will instil confidence and drive growth, both during and following this time of uncertainty.

            For business owners looking to use this time to disrupt and develop, it doesn’t necessarily mean investing tens of thousands into your website and wider digital presence, but it does mean evaluating your brand by ensuring it represents your business and attracts the right target audiences. This is consistently overlooked by the majority of SMEs, as demonstrated by the research, but could be fundamental to future growth and success as we return to some form of business as usual.”

            Established in 2004, Sparkloop has successfully delivered bespoke design and communication strategies for brands and businesses across the UK and overseas, with long-standing clients including Red Bull and HomeServe. 

            Founded by design and branding specialist, Gayle Carpenter, the firm is headquartered in Camden, London, with a South West regional office based in Bath, Somerset. 

            Since the outbreak of COVID-19, the agency has launched its Virtual ‘Spark-Up Sessions’ initiative, designed to help businesses quickly solve problems and identify achievable outcomes when establishing a clear and effective digital brand presence.

            To find out more about this latest research, download a copy of Sparkloop’s SME Digital Brand Presence Report 2020 at www.sparkloop.com.

            Chief Information Officer Philip Clayson is putting digital agility at the heart of the company’s strategic transformation plans for the future, following the recent acquisition of SSE Energy Services by OVO Energy.

            OVO Energy was founded in 2009 and redesigned the energy experience to be fair, effortless, green and simple for all customers. Following the acquisition of SSE Energy Services, today OVO Energy and its Retail partners serve nearly 5 million customers, all striving to deliver more affordable clean energy for everyone.

            SSE Energy Services has been supplying power to millions of UK homes for decades. The technology infrastructure within the company had been built and maintained with dependability and assurance at its core.

            Clayson is now empowering the 1,000 strong IT team to adopt a learn-fast, fail-fast culture and mindset, while at the same time maintaining the performance and quality of their outputs. Key to achieving this has been extending the company’s partnership with Expleo. Through the adoption of Expleo’ automated testing solutions, SSE Energy Services can now bring new products to market faster, without sacrificing quality.

            With customers’ digital engagement increasing and the introduction of smart metering within homes, SSE Energy Services knew it had to focus on digital agility and innovative product offerings.

            In order to accelerate this direction, SSE Energy Services appointed Philip Clayson as CIO in August 2019, bringing experience of driving fast-paced digital transformation for companies including News Corporation, BT and TalkTalk.

            Clayson said: “With increasing numbers of new digital enabled products to deliver to market, at an accelerated pace, we needed to leverage technology and expertise to help us drive up our competitive advantage and increase our agility.”

            SSE Energy Services formed a strategic partnership with Expleo, a leading technology and engineering consultancy. As the two companies previously worked closely together, SSE Energy Services had trust in Expleo’s expertise to help with a key part of the programme. This would help SSE Energy Services maintain performance and quality, but crucially boost agility, shortening product and system releases from several weeks to just a couple of days, by providing a pioneering approach to automation. 

            Automation first

            Expleo was in an excellent position to advise the company on how to best move to a framework that automated the entire testing lifecycle for all of its complex and integrated retail systems. 

            Julie Heneghan, Client Director at Expleo, said: “Many companies use automation on low-risk, fringe applications and as a result deliver limited value to their organisation. However, our in-depth understanding of SSE Energy Services’ systems meant it was clear to us that an automation-first approach would deliver the biggest possible impact in terms of value.”

            To help achieve the transformation, the relationship moved from a standard services delivery model, to a strategic and innovation-led partnership, with SSE Energy Services entrusting Expleo to deliver best-in-class testing and assurance that would reduce the cost and frequency of system defects.

            Expleo helps SSE Energy Services to enable mass testing of the software deployed to customers for smart metering. This includes testing the smart meter itself before it’s installed into customers’ homes, to testing the app on the in-home display which helps customers see how much energy they are using.

            “Now, instead of a traditional services supplier model, SSE Energy Services works in partnership with us to map out the future IT change roadmap safely in the knowledge that Expleo automatically delivers the quality assurance they need without any effort on their part.” says Heneghan.

            Innovation to the fore

            To best deliver the benefits of automation and other improvement initiatives in the future, SSE Energy Services and Expleo have created a joint innovation board with dedicated funds to formalise the creation of new ideas and concepts and ultimately put them into practice.

            Combining the best of technology and engineering, Expleo is a digital partner for the future for energy and electric vehicle companies. As energy and mobility markets converge, Expleo provides clients with end-to-end expertise in the design, development and implementation of a seamless customer experience. Its track record of delivery in smart energy billing solutions, battery charging technology, electric vehicles and the wider smart grid puts it in a unique position to help its clients innovate for the future.

            “Innovation is at the heart of what we do at Expleo,” says Stephen Magennis, Managing Director of Expleo’ s Technology business in the UK. “But for us, it’s about making incremental changes, on a continuous basis, to drive bigger overall gain. This also allows us to monitor and measure each innovation and work out what it’s actually achieved for our client’s business, so we can take a swift decision on whether to keep it or move onto something else that could potentially have even greater impact.”

            SSE Energy Services has continuous insight into the progress of testing and innovation through Expleo’s Quality Intelligence Platform (QIP), part of its innovative AI and analytics offering. It monitors execution and results, demonstrating release on release productivity and efficiency gains by aggregating the data into a dashboard, giving a real-time and predictive view of progress, quality and velocity.

            Tom Little, SSE Energy Services IT Delivery Manager, who played a leading role in the technical transformation, says: ‘’We want to get our solutions to market quickly, but we can’t sacrifice quality. There are critical journeys where customers rely on us to deliver every single day. Our automation-first approach and partnership with Expleo has helped us to deliver quality to our customers.”

            Exceeding expectations

            In applying the new automation tooling, SSE Energy Services is already seeing compounded benefits. These include smoke-testing new environments in near-real-time and a reduction in manual test effort of up to 65 per cent. “This enables the SSE Energy Services technology team previously involved in this area to have more time to focus on new initiatives for the company to accelerate the pace of change”, says Clayson.

            The direct result for SSE Energy Services is that new customer offerings can be pushed through faster – helping it set the pace in the market. In fact, the speed of output is now 2-3 days, rather than 2-3 weeks or months with an overall cost saving of 60 per cent.

            Technology + people + culture = pace

            Having the right technological tools is a vital part of any digital transformation. But in order for the investment to be a success, there needed to be an internal shift within SSE Energy Services toward a highly engaged, learn-fast fail-fast culture and mindset.

            To this end, SSE Energy Services invested  in upskilling staff, including introducing formal accreditation in delivery management techniques such as Agile as well as technological disciplines to increase agility from the bottom up. Expleo aided this programme by providing Scrum Master training to key SSE Energy Services team members, including project managers and product owners.

            Industry leading digital transformation for growth

            With the acceleration of digital and agility at SSE Energy Services, it is now much more nimble when it comes to dealing with change. This proved crucial with the unexpected arrival of Covid-19. The fact that both internal and external partner teams were able to quickly pivot to operating virtually, with no impact on services, demonstrates that its transformational journey has brought additional benefit to SSE Energy Services and ultimately its customers.

            “Our digital transformation means that IT is now an engine for growth and competitive advantage. It enables SSE Energy Services to swiftly respond to change. The team and our partners including Expleo should be proud of being part of what must be the biggest digital transformation the sector has seen due to Covid-19.” says Clayson.

            The company’s successful digital transformation, underpinned by its pioneering adoption of automation in partnership with Expleo, means that it is continuing to set the pace of change in the industry.

            Dan Jelfs Senior Vice President of Global Sales at Mobica, discusses how we are on the cusp of a connected digital revolution, making technology more pervasive and a key driver of strategic change to businesses and models

            Tell us about your career journey and your experience

            I’ve worked in the global technology industry for about 25 years now. I landed in it so by accident, more than design, straight out of university. I’m not an engineer by trade. I went through Business School at university and my first role was at AT&T.  I worked a lot in mobile communications and wireless networking in the 1990s. What I found very fascinating, and enjoyed was the way that technology changed people’s lives, usually in a positive way. I also liked the globallness of the industry and the opportunity to work with so many bright minds with different perspectives from around the world. I think fairly early on in my career, I realised I had a passion for innovation and that the large corporate culture that I was in wasn’t going to satisfy that.

            I made quite a radical decision around the early noughties to leave a large corporate and move to a venture capital funded startup. It was really looking at the evolving mobile data services market, and what sort of content services could generate viable business models. I really spun through a number of other startup type businesses during the noughties and then joined a software services business in 2009.

            I’ve really been doing software consultants and software services now for about 10 years. The reason I made that change is because the mobile devices world which I’ve been very focused on up until then, was to open source with the launch of operating systems like Google’s Android, most prominently in the battery. At a structural change within the mobile communications market that would drive demand for software services within that, I thought it’d be a very interesting journey to go on.

            I’ve also got a huge passion for British technology companies. I think there’s not enough British technology success stories within the global technology market. So I joined Mobica about 18 months ago as a vehicle to try and do my bit to change that.

            How does that make you the right person to bring about change?

            What we move into now is a world of everything being connected and data science and artificial intelligence applications off the back of those things being connected. So I have that core experience around connected software, and then I’m able to help C-levels in companies in other industries that aren’t familiar with connectedness and digital, and bring all that experience to bear to help them on their transformation.

            How has the technology conversation changed?

            10-15 years ago, I thought the technology industry was far more discrete and defined. And in fact, some industries and many companies really didn’t need to dip any more than their toe into it. I think we’re on the cusp of a revolution now where everything’s connected, and through that the things that are connected we’ll be able to acquire artificial intelligence over time.

            I just don’t think there’s any industry or there’s any company within an industry that has been  great at embracing that now.  I think that’s the fundamental difference for me. There were the technology industries that were more disruptive and defined.  Now it’s totally pervasive and it’s a driver of strategic change to businesses and business models and industries. You just, you can’t avoid it, wherever you’re working.

            How has the traditional
            customer changed?

            There are more customers that are, as a legacy, not so technically proficient and need support to really understand the potential for strategic change the technology is bringing and how to implement that within their business.

            Where does Mobica fit into this
            technology conversation?

            We support customers in two areas, either modernization or transformation in  relation to enabling technologies.

            Modernization is probably not quite as strategic in context of the transformation piece. Now, a good example would be cloud applications which are quite a trend. In recent years, we’re really moving apps to the cloud. We help companies deal with the technical challenges that this new type of technology brings to the transformation. Part of the work we do is where there’s a combination of new technology that facilitates a fundamental redesign of the business model, and potentially of the structure of the company too. We help them think about the way to design that transformational change/

            How do you define transformation?

            In the transformation paradigm when you talk about strategic design, you look at what your brand might be in a digital environment or what the business model might be. Often the scenario is that companies are moving from tech non/digital to digital for revenue generation. That can fundamentally change the way they address the customers, the way the brand reaches out. So in many ways, the starting point for me is strategic design and non technical. The outcome of a strategic design process, though, becomes a very technical software engineering implementation.

            What are the challenges?

            Sometimes I can end up in a conversation and maybe the executives of the company aren’t quite sure, from a business case point of view, when to pull the trigger on a digital transformation… There’s an internal discussion that happens; maybe it’s in two quarters’. 12 months’ two years’ time. I think you could be kind of wrong. If you look at the end destination, you may as well just start into digital straightaway, don’t delay. But I think some internal wrestling around understanding the return on investment is sometimes apparent.

            I also think about the cultural change within the technology environment, or the engineering environment of the company.  I’m seeing the needs change from very established businesses whose technology hasn’t changed much over a couple of decades to suddenly needing speed, digital and agile. Culturally, from a software engineering point of view, like a Silicon Valley startup, that’s not easy in that it’s quite a barrier to affect change.

            How do you go about changing mindsets and enabling a cultural change within a business?

            We bring a lot of our learnings from the way we work with companies around the world, anonymized into the discussion to help realise that even though they don’t think they’re on the same page, they’re on a cliff edge. The future is digital, we were able to see some success stories of some really positive digital transformations as well, that you could point to that are often powerful in terms of changing the minds of executives as well.

            How important is it to look outside your own industry?

            It’s fundamental and there are enough of those kinds of stories in different industries to use already. It’s very helpful within that discussion to point to some very successful digital innovation stories.

            It’s important to also look at where things haven’t worked to look at the failures and look at the mishaps as well, as much as you look at these case studies in the success stories.

            Is tech replacing people?

            Effecting that cultural change with the state in relation to the status quo is just too difficult, will take too long and costs too much. What we need to do is sort of start over and I’ve seen some companies create what are essentially new legal entities and new ventures, and build from the ground up. I’ve seen other companies create digital innovation and disruption units alongside their existing organisational structure and start to see that digital DNA move into the company, but from within what’s exists today.

            I’ve also seen others who strategically partner with software services firms to bring that digital agile culture into the mix of their overall software, software engineering and technology capability to drive and effect change in the established culture and established engineering.

            How has the supplier relationship changed?

            We’re in a process ourselves of moving from a tactical partner to a strategic partner increasingly, and our strategic partners. The different dimension is the buyer is two or three levels higher in the organisation and therefore, either in or close to the C-suite, that they’re looking for long term collaboration and the souls of strategic challenge to their business.

            What makes Mobica a partner of choice?

            Within our engineering team, we create the space in terms of time invested into internal innovation projects that are really aligned around strategic technology bets that we make in regards to what’s going to be important in the future. If we do that correctly, that keeps us ahead of the curve.

            Technology buzzwords?

            I talked about strategic design earlier. It’s really that design and planning thing it’s really looking at, where are you and where are you trying to get to and what’s important on that journey. There’s always careful thought and planning before you scale out engineering projects.

            Marketplaces change so much that it’s not going to be a straight line, so how do you account for things that aren’t going to go according to plan?

            We propose an agile development process and you’re constantly iterating and constantly changing. Whilst you know the general direction of where you want to get to but you don’t necessarily take a stroll along together. So it allows for bends in the road and iterations to design as we go through.

            Talk to me about the dynamic between incumbents and start-up companies?

            I think enough large established companies have suffered and gone by the wayside. They’ve been cannibalised by a startup coming from nowhere. For everyone to be aware of these larger organisations, they need to create an innovation strategy of their own.

            Ideally, you know, if anyone’s going to cannibalise their existing business models, they’d prefer that it was them. So I think there’s a lot more effort and thought put into that and less destruction caused by startups. It doesn’t stop the startups being acquired by some of these companies to complement their digital transformations.

            What advice would you give in order to succeed?

            Don’t underestimate the value of strategic design before you head out on the engineering journey that follows good design.

            Welcome to another packed issue of Interface Magazine!

            This month’s cover exclusive features Dan Jelfs, Senior Vice President of global sales at Mobica, who discusses how we are on the cusp of a connected digital revolution, making technology more pervasive and a key driver of strategic change to businesses and models. 

            Read the latest issue here!

            “In the transformation paradigm when you talk about strategic design, you look at what your brand might be in a digital environment or what the business model might,” he tells us. “Often the scenario is that companies are moving from tech non/digital to digital for revenue generation. That can fundamentally change the way they address the customers, the way the brand reaches out. So, in many ways, the starting point for me is strategic design and non-technical…”

            “Sometimes I can end up in a conversation where maybe the executives of the company aren’t quite sure, from a business case point of view, when to pull the trigger on a digital transformation… But often, when you look at the end destination, you may as well just start into digital straightaway, don’t delay.”

            Elsewhere, SSE Energy Services reveals how its pioneering adoption of automation is underpinning an industry-leading transformation that is setting the pace of change in the energy sector. Plus, we have exclusive insights from business leaders at Union Bank, Radius Networks, DeKalb County and Sij Group. And we outline 5 industries predicted for growth post-Covid…

            Enjoy the issue!

            Paul Bailo, PhD, MBA with a clinical degree in social work is a graduate professor at Columbia University and an executive working on combining digital transformation, digital strategy and data analytics into one powerful solution.

            How would you describe your work?

            I like to say 90% of my job is saying no in a very nice way (ha ha) so organisations really get to the point very quickly and understand new models in this digital world. Because what has worked in the past, will not necessarily work in the future. It is a completely different paradigm with organisations in the financial world. And in the insurance world and in the government, and in fintech and banking. They all need to actually start thinking differently. My world is really like a Venn diagram, where I have my academic Columbia University educational world, where I’m pushing really hard trying to build a future data scientist. And my executive world, where I’m trying to educate executives and help them with their corporations and companies to be more effective.

            How would you describe a digital transformation?

            I think we first have to define digital for a company. And I think digital really is that heart of why a company exists, and what really matters. And it’s really not about the company, but it’s how you perceive the client you’re working for. And how do you make that customer experience greater in a very transformational stage. Looking at that customer journey, and how you make the person’s life easier, simpler and better. Because I think when you start talking about digital and digital transformation, I think everyone has a different definition of it. Neither are they right, neither are they wrong. I think it really comes down to the customer, and how you use digital. And when I say digital, I mean digital data, innovation, transformation, pushing forward in order to help organisations make unbelievable customer experiences, which then makes a happy customer, which then allows the organisation to build a loyalty bond with that customer and then drive revenue. My fundamental belief is, feelings drive actions, actions drive productivity, productivity will drive revenue. And if you don’t have a happy customer then the whole system falls apart. How do you look at data digital transformation to make your customers’ lives a hundred times better?

            The customer journey has become a massive buzzword in recent years and certainly influences many digital transformations…

            Oh yeah. Andrew, you make a really good point. It’s all about the competition, but it’s all about the new people, your new customers. I mean you have millennials, and young people and they are transforming every industry on earth. They’re not putting up with things that maybe you and I would put up with. The minute they don’t like something, they’re gone. One extra click, one extra step. And also, if the companies aren’t loyal in making their lives easier for them, they’re gone. When you look at the data, millennials hate banks and insurance companies. It’s terrible. They would rather bank at Google, Yahoo or Facebook to have a greater allegiance to the tech companies than the traditional banking corporations. When you look at the data, these large monolithic companies aren’t really engaging in the digital arena with these digital natives. Their customer base is dying off rapidly. And the only way you’re really going to get them back is to really understand that customer and how you make their lives easier.

            So legacy institutions need to start being less risk averse?

            Yeah, definitely. You’re better off making a wrong move than no move. Right? You’re going to have to start thinking about it. I think you really have to start thinking about this idea of a digital leader. And the first idea is that a digital leader is a human being. And how do you make someone’s life easier and better? But now I think you have to make sure these organisations have a culture that’s really supporting this idea of digital transformation throughout the enterprise. Sometimes you may have the will and you want to have the skill. So if you have the will you could always buy the skill or get the skill, to understand the version of a digital leader and what is it going to take to mastermind this cultural transformation. Or you have the skill, and don’t have the will. And that’s what I see a lot of, where people just don’t want to do this. Because the world is tough and most people don’t want to change. And we’re talking about a fundamental paradigm shift in the thinking of how most organisations behave. If you take banks, imagine you grew up in a bank, you spent 20 years at a bank and now you’re saying why are you even building a branch? This morning, I went to the bank four times today, I never even left my office. I don’t think this idea of a bank and branches exists today. You don’t need branches to do what you need to do. And these are fundamental paradigm shifts that have to occur in the world. And millennials, mobile technology, 5G… I mean the world is shifting drastically. And the underlying business models don’t hold true anymore. The things my parents told me to do, or not do, are exactly the opposite of what people do today. My mom would say, “Hey Paul, don’t go into a stranger’s car.” And what do we do now, we use Uber and Lyft and we go into strangers’ cars. “Don’t stay at a strangers house.” What do we do now, you have Air B&B. The models have shifted drastically.

            How important is the customer journey and trust?

            Make it easy for the customer, and then behave in a proper manner, and then actually build the trust and be transparent. Look, you don’t have to be all things to all customers. And if you can’t do what you want them to do, the fair answer is we don’t do that. It’s just simple, just don’t do it. If you’re looking for an electrician and you’re a plumber, don’t try to be an electrician. You’re just going to get yourself electrocuted. It doesn’t pay.

            Talk to me a little about your ideal digital leader…

            When you start thinking about digital transformation, it’s about having the right digital leader, and having a digital leader who’s actually human. You have to understand human behaviour and embrace that, and then make a bridge between human behaviour and the digital world, that’s the first thing. The digital leader has to be this visionary. You can’t just have these ideas of where you want an organisation to be, you want them to be able to share. And grab people in the organisation to share this vision, and this belief and get people excited about it. To actually feel and taste this vision of digital. And then you have to walk the talk. You can’t just be saying, “Here’s the vision, let’s go do this.” You have to show people, and you have to define it for the organisations. And what does it really mean for people in the organisation to be a digital organisation. American Express had this model and behaviours of what they wanted for an executive and this was transcended down to every person. This is what it looks like, this is the behaviour. This is what the digital leader has to do in order to transform and get a company ready for digital transformation. And when we talk about transformation, it’s really rooted in this idea of change.

            And change is really one of the hardest things in the world do…

            But the funny this about digital transformation/change, is we change every minute, every day. Change is a constant in our lives, but we sort of deflect it, and we’re afraid of it, as opposed to embracing it. Obviously within leadership you have to be a change agent and understand that this is not going to be easy, and don’t sugarcoat it. You have to be with the people, understand the people and hear them out. Make sure you have their heart, minds, and souls, and then build that plan, build that vision. Share in that. Talk the talk, walk the talk. And then really inspire people and make sure that you’re holding hands and walking forward together in the dark. The simple task of harnessing this brain power, and then winding people up and letting them go is so important. Why are you hiring really good people if you’re not going to really trust them and let them do their thing.

            Leadership is so important isn’t it?

            Yeah, you have to be bold and get a person who sees the company differently and who has the experience as a digital leader and understands human behaviour, innovation, technology and the customer experience. And that could lead and change the organization. You have to be a change agent. If you’ve been in the company 20 years, you’re going to think a certain way. And that’s the same way you always have. You have to radically change the way you’re thinking, and deal with the fact that this will not be easy. And be clear in terms of what you want. The DNA of digital has to be part of everyone’s mindset in order to make this work. Digital’s in the corner right there. And then you have technology in the corner over there. And then you have marketing over there. They all have to be digital. They all have to be under one roof and playing the same game. And having the right objectives is integral and identifying what those objectives are. Is it the enhancement of the customer experience? Is it digital transformation business processes? Is it the simplification of a service management system? Is it the optimisation of infrastructure? Is it the insights and the analytics that will drive competitive advantage? You really have to focus in on what you’re trying to do. You can’t just paint with a broad brush; you have to have these identifiable objectives attached to your long-term vision in order to transform these organisations. The elephant in the room here, is of course, the technology… You really want to make sure you have the right technology in order to enable this transformation. And what I’ve see a lot of times, is that people are selecting the wrong technology stack. I think a lot of it has to do with the fear of change and the fear of failing. Failure is critical piece that you have to embrace. Because you will fail, you’re going to have problems, this stuff’s not easy. The quicker you can embrace this, the quicker you can get over it, and move the organisation forward.

            Interface Magazine talks to Vladimir Arshinov, IT Director at steel producer SIJ Group regarding the company’s massive digital transformation

            Going into 2017, SIJ Group (Slovenian Steel Group) – Slovenia’s biggest steel producer and one of the largest manufacturers of stainless and special steels in Europe had typical IT structure with semi-independent IT departments on each plant. And like many modern enterprises, SIJ was at work drafting a strategy to transform its operations, systems and processes into a more unified structure in a bid to improve productivity, safety and the all-important bottom line.

            Vladimir Arshinov is SIJ’s IT Director and his initial focus in 2017 was trained on the digital transformation of SIJ’s IT department to a more transparent organization with a clear workflow. Previously, IT was a department of innovation with each individual plant having its own independent function, none of which connected with each other, often across varying geographies. “This meant that lots of efforts were wasted solving the same issues with different solutions,” Arshinov reveals.

            At the end of 2017, SIJ established a Project Management Office. PMBOK was selected as a master methodology and the Head of PMO received PMP certification and developed internal regulation documents, rules and methodology. After finalizing the initial establishment phase, hiring project managers and the organization of the operational work, SIJ came to the conclusion that to raise the scope and complexity of the projects program, they needed a tool. The MS Project Management Server was duly selected and implemented allowing SIJ to simplify observation of the progress of projects and control, while ultimately reducing duration. Project team meetings were almost eliminated, and the distribution, control and execution of project tasks, were assigned to the project team members who managed and controlled projects including budget consumption. Each project member would then be measured for effectiveness.

            Turning the IT department into a leaner function was a massive first step for SIJ as it needed a firm foundation upon which all future innovation could sit. And so, the next step in SIJ’s internal IT transformation was aimed at the most sensitive and critical area: software development. As with many metallurgical companies SIJ had a bulk of different IT systems, which were supplied or developed in the past and had to be either permanently supported, or, due to the business requirements, changed. One concern with the legacy system was the reliance on locally based productive software developer engineers developing new solutions and then, after, supporting them, resulting in a massive drop in development speed, as development and the subsequent support increased. This situation was causing overloading, burnout and frustration, triggering a desire to change something; sometimes resulting in employer change. However, SIJ IT considers people as its major asset and were determined to break the vicious circle of “one system – one person – forever”.

            “What we did from an organizational point of view was to unify all geographically distributed developers from 4 different companies into the several virtual groups in each department,” Arshinov explains. “Each group has a Team Leader role, who assigns tasks to the group members and controls the execution of each individual task.”

            Development at SIJ is now organised according to an agile approach using scrum boards and Microsoft Project Server to control all the time sheets of the people involved in the projects, plus their schedules and budgets. SIJ uses Microsoft Azure DevOps Server for unified storage of inter-company source code and Change Request Scrum board monitoring and control. Process and technical solutions now allow SIJ to involve external software development partners into the development process while controlling their activities, deliverables and costs. Developers can now use the Azure DevOps Server with the scrum board and are now able to register change requests in their system by themselves, where they see the progress of all individual change requests coming through the process with the integration of the IT Director informing the exchange and updating the status of the task development. 

            In October 2019 SIJ revamped and migrated its Corporate Business Intelligence system to a new MicroStategy platform. The project took six months and provided SIJ with an extensive corporate Business Intelligence system with more than 180 different dashboards covering production, finance, sales, procurement, HR, Legal and investment functional areas. The overwhelming majority of the data now uploads automatically and the business intelligence tool has created a unified reporting system across the group utilizing the same source of data in order to integrate it. “There was huge involvement of the business customers with Oracle BI and this year, we moved to this new platform,” Arshinov explains. “The front end of the system was changed (from Oracle BI) to MicroStrategy for usability and a unified interface. Now, SIJ has a system that looks the same no matter the device it’s accessed from. This project allows us to organize and develop the team that tests the trial usage and develops the processes of the PMO (Project Management Office) inside the IT function.”

            The BI System contains the entire spectrum of corporate data and allows SIJ to move quickly and transparently when taking a management decision, while reducing the number of mistakes, misunderstandings and time-consuming meetings.

            The next system to be unified across the group was the Salesforce CRM system, which is now fully integrated. Then, an Oracle supplier portal followed, which opened the possibility of organizing tenders, thus massively simplifying the purchasing process. Oracle Innovation Management is another successful implementation, which, although a relatively small project, has had a big influence on the business transformation and innovation through increased flexibility. “It is also used to motivate people to suggest improvements and new innovative ideas,” he says.

            So, what have been the major successes, according to Arshinov, following the ongoing digital transformation at SIJ? “The main difference between now and then was that each individual company was living alone, and I see now that the IT function in this case is unifying the people and allowing them to speak in a single language. It doesn’t matter if it’s a steel center or a big plant,” he explains. Costs have been dramatically reduced too, outsourcing being a prime example. In 2016, SIJ was spending more than 70% annual budget for operational external services. For 2020, that part of budget reduced to 40%. Meanwhile, the capital investments part of the budget has grown from 4% in 2016 to 56% in 2020.

            The implementation of a Supply Chain Planning system (from Quintiq) incorporating the Oracle Business Suite, has improved the delivery, safety and performance of SIJ’s plants. “We improved Delivery Performance OTIFF (on time and in full) of a stainless steel plant by 12.8% in six months,” he enthuses. “And we shortened the production cycle by 15,4% from ordering to shipping, which is a brilliant result within six months of going live.”

            In SIJ Matal Ravne has replaced the melt shop technology system and entire plant manufacturing execution system to replace the obsolete legacy system – which had zero planning functionality – with PSI Metals. “First of all, we’re increasing the level of understanding and the knowledge of the internal IT team, while dramatically decreasing project cost by involving internal specialists into the supplier team. That allows us to save several hundred thousand Euros of project budget and it’s a win-win situation for the supplier as well. First of all, the supplier is receiving our team, which knows the production and the limitations and has extensive inside knowledge. At the end of the day, the commercial value, in this case, is the cheaper price. Cheaper than anybody else is able to receive.”

            Another and no less important project for Sij Metal Ravne is the joint development work with Comtrade Laboratory Information Management System (LIMS). Laboratories in metallurgy companies are complicated and highly demanding environments with unique processes required for quality control of all products and this solution covers and improves core laboratory processes and will be highly integrated with the PSI manufacturing execution system from one side and Oracle ERP on the other.

            Through this massive digital transformation, SIJ has also managed to increase quality control through sophisticated AI, which has massively impacted its operations. The acquisition of scrap metal, a major influence on SIJ’s bottom line, can now be influenced through advanced detection systems that can detect impurities, thus representing huge savings when it comes to procurement. “The conservative saving is €1.4m,” he says.

            The digital transformation at SIJ is touching every aspect of the company’s growth and is certainly an ongoing journey rather than a destination. “We are not an IT company, that’s understood,” Arshinov says. “But we are supporting services inside the business, and of course our main concern will always be supporting the production of steel. But we’re not there yet.”

            Leveraging Radius Networks location technology for curbside pickup, in-store order delivery, and payments.

            Technology has and always will be used to solve problems. At the very basic level, technology is developed and used to make things simpler. Just look at our day to day lives and the way that technology has, for the most part, made our experiences simpler and this has changed the way we as consumers engage with retailers and restaurateurs. We now expect and outright demand that the businesses we enter and purchase food and items from offer the same level of seamlessness that we experience in our own homes. The interesting thing however, is that this isn’t necessarily a new challenge for restaurants and retail stores; these businesses have been looking to enable the most seamless and effective customer service since the very beginning. The only real thing that’s changed is the tools that they have at their disposal. 

            “At the end of the day, I think this goes for business philosophy in general, you really need to understand the problems that your customers have, and then solve them,” explains Marc Wallace, CEO and Cofounder of Radius Networks, a location technology service provider. “In our case, customers are businesses, such as restaurants, grocery stores, retailers or casinos; so we are targeting very specific problems. In most cases, those problems are taking wasted time out of the equation.”

            Picture the traditional, and maybe even stereotypical, restaurant environment, where a food order is ready to go to the table and the service staff has to locate and identify the corresponding table to that order. In some instances, more than most, they may even walk throughout the entire restaurant before arriving at the right table with the right customer. Through wireless-enabled location technology, Radius Networks has transformed the customer experience by allowing businesses to track customers, improve profit margins and ultimately increase customer retention. 

            Customers have, and will always, vote with their feet, and in order to retain those customers, businesses need to be able to remove the pain points. As Wallace noted, wasted time is one of the single biggest pain points in customer service. Radius Networks offers location-based curbside pickup, in-store and table service solutions, as well as mobile payment technology to remove not only the one pain point, but multiple pain points. “We’re addressing other key problems, such as payments. When you dine-in at a restaurant and are in a hurry to leave, trying to get your server’s attention to pay for your bill can be frustrating for the customer. It leaves a bad taste in their mouth at the end of their dining experience,” says Wallace. 

            “We’ve developed solutions for making payments remotely without contacting the server. The server is notified when the bill is paid, and they can focus their attention on real problems that other customers have instead of shuttling credit cards back and forth.”

            At the time of writing, the world has been gripped by the COVID-19 pandemic, a truly unprecedented event that has completely devastated lives and economies all over the world. It has also completely ripped up the rulebook when it comes to food and retail, with lockdown restrictions forcing businesses to either close down entirely, or pivot to delivery services. Radius Networks’ FlyBuy curbside pickup solution was actually launched over 12 months ago, but it has fast become a key technology offering that is solving an unforeseen problem. By automating the curbside delivery service for customers, FlyBuy provides a turnkey, end-to-end solution that uses the customer’s location for a faster, easier order pickup experience. “There was already a pre-existing return on investment (ROI) with FlyBuy because we were reducing the wait times for customers when ordering for pickup, which results in more frequent visits” says Wallace. “Throughout this pandemic, curbside delivery has become the only channel that people can do, so the importance of it has risen dramatically. It was once within a business’s top ten things it needed to consider, and has now risen to the very top of their to-do list.” 

            Radius Networks is currently offering a free version of both its FlyBuy curbside and buy-online-pick-up-in-store (BOPIS) software for restaurants, retailers, and non-profits during the COVID-19 crisis.

            By its very definition, location tracking technology appears to be very intrusive. It is tracking locations and using that data to inform decision making, after all, and naturally that can cause a little fear and a hesitation. Wallace acknowledges these concerns and understands them wholeheartedly. “We had a decision to make early on in the company whether we were going to harvest data and use it for marketing purposes or whether we were going to be a privacy-centric company and focus on providing a solution,” he says. “We chose to be a privacy-centric company, mostly because all of us as individuals wanted that for ourselves.”

            “When it comes to us as a location company, are very transparent with our customers and our businesses, so that they can be transparent with their consumer customers about what we’re doing with their location data, what we’re using it for, and how long we’re keeping it.”

            This transparency is built into the very DNA of the company. FlyBuy will only ever use the location data to alert restaurant/retail staff that a customer is on the way and onsite to pick up their order, and only after the customer has opted-in to sharing that information. After a period of time has passed, they will then delete that data entirely. Its policy dictates that it does not, and will never, share that data with any third party, giving customers peace of mind that their data is safe and used only as agreed when they opt-in. Wallace believes that, while the reluctance and fear is understandable, consumers have access to services’ policies and can ‘do some homework’ in order to allay them. “I think, given the amount of options we are given today, customers can no longer just assume every location company is tracking or doing something devious with their information. They need to be aware when they approve location usage and when they don’t,” he says. “If they can be sure that sharing their location brings value to them, whether it be to have a car service come to their exact location, or their groceries meet them at their car immediately upon arriving in the pickup zone, they will happily share their location. Once they have established a level of trust in the people that are requesting location permissions, and see the benefits it brings to their lives, there is no problem.”

            Radius Networks was founded in 2011, and for the best part of a decade, it has grown from strength to strength as a business, working with the likes of McDonald’s, Five Guys, and Coca-Cola, as well as being recognized in the INC 500, the Deloitte Fast 500, and the CIO Magazine’s Most Promising Digital Experience Solution Provider. But none of these successes would have been made possible, without a solid and sound foundation within the business. “I’ve been told by people ‘wow you guys got really lucky.’ Luck had absolutely nothing to do with it. Our mission is to solve problems for businesses, and right now businesses need our help more than ever. There were a lot of really difficult times over the years where we worked hard and earned the right to stay in the game, and we are once-again earning it right now,” says Wallace. 

            “Take FlyBuy as an example. I’ve been asked as to whether I thought this piece of technology that we developed over the last few years would ever be as important as it is right now. Yes. Yes I did, and so did everyone else on our team, and that’s key to our success as a company. Every single person at Radius Networks is engaged and believes in what we do.”

            In these times of crisis, the spotlight has shifted significantly onto those business fundamentals and Wallace is extremely proud of the business he has built and the people within it. “The business principles that we’ve been practicing over the last few years have paid off. We are a strong company with sound fundamentals and sound financials. We haven’t over extended ourselves, either from an investment perspective or from an expenses perspective and that’s paying off for us now,” he says. 

            “It is tough in the current environment to point to positives, because you almost feel ashamed to do so. I think we’ve done a lot as a company to help others; we’ve given our product away for free to hundreds of small businesses, thousands of locations, with no obligation, and it’s a testament to the work we have done to get to this point. A lot of companies are doing a lot of good work to help each other right now and they can do so because they are built on solid foundations.” 

            Those foundations start from the very top. Wallace is a key advocate in communication. Much like Radius Networks communicates in an open and transparent way with its customers, the same rules apply from within. He admits that the pandemic has, ironically, made that communication better in some aspects, but it has always been a key part of what makes Radius Networks tick. “We’re talking to our customers all the time. My team is the best team in the world. They’re working in overdrive right now, communicating at such a high level, and listening to customer needs, because their needs have changed dramatically,” he says. 

            “As the CEO, I try to have frequent hands-on-deck tag-ups with everybody to give them an update and try to be as transparent as possible about the status of the business and what’s happening. I do this so they can feel comfortable that they have a job today, and they’ll have a job tomorrow. We work together to come up with our team goals, and stay aligned and upfront about everything that may come up along the way.” 

            Listening to the customer is key. That much is no secret. But when it comes to technology, listening to customers is absolutely essential when ensuring that what you’re offering is what the customers need and what they want. Wallace’s role as the CEO is not to sit at the top of the business and leave it to everyone else. He is very much active and engaged at every level to ensure that everything Radius Networks is doing is driven by the customer. Wallace is proud of the culture within his business and often finds himself sitting on a call with a major customer and beaming at how well his team listens and understands the customer’s needs and how Radius can successfully address them. “I’m so proud that we, as a team, have a culture that takes so much pride in their work,” he says. “Our people have always been solid employees, pre pandemic, but they have become absolute rockstars today.”

            The world as we know it has changed forever and we cannot begin to predict what this new world will look like post pandemic. One thing is for certain, communication, and the way in which businesses engage with their customers, will never be the same again. Radius Networks has enjoyed success after success over the past ten years, and as we all experience great uncertainty, the goal for Wallace is to continue providing valuable location technology for many years to come. The key to succeeding, regardless of such uncertainty, remains the same for Wallace and his team. “Persistence,” he says. “It’s about persisting through the bad times, just like the good times, and trusting your business fundamentals and experience. Being transparent with employees and having a good team around you is key.”

            Mercedes aren’t just luxury vehicle engineers, they’re innovators. This should hardly be surprising given the fact that Karl Benz, back…

            Mercedes aren’t just luxury vehicle engineers, they’re innovators. This should hardly be surprising given the fact that Karl Benz, back in 1886, was patented with the rights to the development of the first ever car, a three-wheel vehicle, titled Motorwagen.

            A leading car brand in the automotive industry, the German manufacturer, Mercedes, have mastered the art of luxury engineering. It’s unsurprising that this brand, originally from Stuttgart, are the creators of some of the most premium models of vehicles we’ve been graced with.

            After Benz’s successes over the years, they have certainly been on the frontline of technological innovation which allowed them to perform better than their competitors. If you’ve had your Mercedes A Class for example in for a service, you’re probably aware of the main features these beasts have to offer. However, in this article, we take a look at ways the German manufacturer has kept a distance between themselves in and other automotive companies in the industry, maintaining the title of tech leaders.

            Popularly known as the G-Class, the Gelandewagen is a SUV like never before. Initially built as a military vehicle back in the late 70s, it has become synonymous with the affluent members of society throughout the world. Sharp edges and a bold frame sit outside the natural smooth ergonomic design of Mercedes-Benz. However, there is no denying that this is a fan favourite —the six-wheel model even became popular with the Pope. Meanwhile, the 300 SL model, recognisable from a movie series featuring a certain Mr Bond, was the car that helped bring Benz back after the Second World War.

            Without a doubt the most iconic vehicle in the Mercedes lock up, despite astounding capabilities on the race track and an exterior design which makes it look like it belongs on the winding roads of the French Riviera accompanying a Stella Artois advert, it wasn’t that that made the car so memorable. Gullwing doors, opening up as opposed to out, were a first — but, despite what one may think, this wasn’t a style choice. In fact, the shape of the car’s chassis prevented conventional doors being included.

            When Imagination Becomes Real Life

            The F200 model was initially introduced as a concept prototype with a wide range of technological augmentations. Helping form the basis of the design used in the S-Class and the CL-Class, the F200 imagination, interestingly, didn’t include side mirrors or your standard rear-view. Instead of these features that aid visibility, the F200 included four cameras mounted in the corners of the roof, and one additional camera fixed to the rear bumper.

            Output from the cameras was fed to a digital screen where the mirror would typically be located. Despite the fact cars in 2019 are still using mirrors, quite remarkably, the F200 started a revolution that would see parking cameras included in the vast majority of vehicles. Meanwhile, ambience was high up on the list of priorities of the F200, with an industry first lector-transparent glass roof, which, with the touch of a button, would morph from see-through to opaque.

            Anti-lock Brakes

            The concept of the anti-lock brakes was originally created by Gabriel Voisin in 1929, which prevents wheels from locking. However, it wasn’t until the 1970s when a joint venture between Bosch and Mercedes saw the system introduced into production vehicles. Now, ABS, which helps the driver maintain control of the vehicle, is a standard feature on every vehicle following the introduction by Mercedes. The safety in vehicles was rapidly enhanced as a result.

            Creation of the Airbag

            It’s hard to believe that airbags weren’t always a necessary feature of cars. Back in 1981, after more than a decade of development and testing, undoubtedly the world’s most crucial safety feature was finally introduced. Becoming a common feature in all Mercedes vehicles as of 1992, two years before the passenger side airbag was introduced, there is no denying that the airbag has transformed automotive health and safety.

            Implementation of Touch-Sensitive Controls

            A concept which has completely revolutionised motoring is ease of use,

            Ease of use is an increasingly important aspect of motoring, for example consider cruise control and how this has drastically enhanced the everyday driving experience. Back in 2017, Mercedes unveiled the tech features available on their next generation E-Class, one of which being an innovative system which lets the driver control the infotainment system from the steering-wheel using finger swipes. Not only is the system effortless and considerably safer than the alternatives, it was also an industry first when Mercedes rolled it out.

            It is undeniable that Mercedes are an industry leader in the automotive industry. From innovation in safety to amusement, Mercedes have truly thought of it all. One step ahead of their competitors, we can’t wait to see what other advancements they have under their sleeve.

            Sources

            https://www.mercedesbenzcary.com/innovation.html#
            https://itstillruns.com/history-abs-brakes-5042665.html
            https://www.mercedes-benz-downtowncalgary.ca/2018/04/12/top-5-mercedes-benz-innovations/
            https://www.mercedes-benz.co.uk/passengercars/mercedes-benz-cars/models/gle/suv/explore/contentgallery%contentpager%contentgallery%contentpager%highlight%contentpager%contentgallery%contentpager%contentgallery%contentpager%contentpager%contentgallery%contentgallery%7Csafetyandassistance.module.html
            https://www.motor1.com/news/239542/concept-we-forgot-mercedes-f200/
            https://www.motor1.com/news/237183/mercedes-five-high-tech-features/
            https://www.loebermotors.com/blog/interior-technology-features-2017-mercedes-benz-e-class-debut/

            As a result of the COVID-19 pandemic, we are witnessing an unprecedented increase in home working, which requires remote access for tools and communications to conduct our daily jobs. This disruption is putting IT infrastructures at risk, while validating much of the industry’s investment in business continuity, resilience, scalability, accessibility, data protection and security.

            With a global at-home workforce now entirely in place, what can IT professionals and CIOs do to ensure their private and public clouds can keep up and remain safe? And what steps and tests should they take to support a protracted change in the way we work?  According to a recent Gartner survey, more than 74 percent of CFOs and business finance leaders expect at least five percent of their workforce will never return to their usual office workspace — becoming permanent work-from-home employees after the pandemic ends. 

            Even in the face of a global pandemic, we continue to promote a culture that requires easy and instant access to our tools, information and each other over cloud collaboration tools like Slack, Google Drive, Office 365, Microsoft Teams, as well as in-house applications.   

            This demand on IT requires private, public and hybrid clouds to have the agility, scalability and security to support entire workforces no matter where they are. IT leaders who have planned for this worst-case scenario are ready to scale at a moment’s notice.  Likewise, they’ve already considered the impact on licensing, vulnerability and added traffic from employees working at home over personal devices and unsecured networks.  

            IT professionals who support an at-home workforce need to understand the difference between employees “running” applications and “accessing” applications. When technology is set up and configured correctly, it should be easy to access. That’s the whole idea of SaaS and cloud. The challenge is, how do you administer it? How do you run it?   

            Organisations that maintain private clouds onsite, which might not be accessible during stay-at-home orders, need a plan to make repairs physically — like swapping hard drives, replacing switches or cables — when their employees are home.  

            Likewise, whether at home or work, the end-user experience should be the same. If all apps and tools are optimal in an office environment, how do you make those adjustments ahead of time, so remote employees still have the same access and capabilities as if they’re working in the office? And how do you maintain your security and IT compliance obligations?    

            Where and how to start? 

            The easiest advice might be to avoid trying to boil the ocean all at once. If your applications and data aren’t on the cloud already, it’s possible to mobilise secure VPNs and encrypt applications for mobile devices. If you’re on the cloud already, you’re several steps ahead of others. But you still need to work with your cloud service provider to review your workloads, applications, and data requirements.  

            At the same time you’re focusing on accessibility, remember to address your vulnerabilities. Right now, cybercriminals are stepping up their attacks to take advantage of remote employees. Phishing attacks are at an all-time high on small and large businesses, as well as public resources like hospitals and healthcare providers. 

            Now’s the time to reinforce your organisation’s IT security and compliance guidelines, many of which include the relevance of when employees travel or occasionally work from home. This includes a refresher on password policies and how to identify and report phishing attempts. Help employees with securing their home networks, and all the other policies and guidelines they would typically follow at work to protect your company and customer data. This might also be an excellent time to train employees on document and data retention best practices. 

            COVID-19 will create additional security threats as attackers attempt to take advantage of employees spending more time online while at home and working in unfamiliar circumstances. Some of the biggest threats associated with the pandemic include phishing emails, spear phishing attachments, cybercriminals masquerading fake VPNs, remote meeting software and mobile apps. 

            Above all, you must have the same level of resilience and redundancy plans in place for home working as you do for onsite, even if you are 100 percent in the cloud. It is important to recognise that the same problems that happen on a day-to-day basis when you’re in the office can also occur when the office is vacant. 

            Prepare for the new normal 

            Going forward, all businesses should plan for an eventuality like COVID-19 happening again. This means understanding data security, business continuity, resilience, scalability, accessibility and so much more. For example, you may not need extra capacity and compute power now; but you need to know that within minutes you can get to that number. And, as I mentioned earlier, a lot of organisations have internal-only networks to manage power supply, fans, cooling and switches. What if you can’t get into the building? 

            Futureproof and understand the boundaries between personal and company devices and assets. Understand what you need to put into place to protect your business and your employees.    

            And finally, companies that are leveraging cloud services need to communicate frequently with their providers to address future needs and concerns. Make sure you know what they can do ahead of time to keep your remote workforce operating. Hopefully, these circumstances will be short-term, and life will return to some normality soon, but my advice is to always plan for every eventuality and what may now be the new normal. 

            Traditional banks will fall even further behind in market share and customer experience due to the global coronavirus pandemic, warns the CEO of one of the world’s largest independent financial advisory organizations.

            The comments from Nigel Green, founder and chief executive of deVere Group, follow research that the use of financial apps is up by 72 per cent since mid-March.

            Mr Green observes: “The pandemic has accelerated those trends that were already shaping business. These include greater inclusion of tech into our every day lives.

            “Coronavirus has ushered in a new world, with digitalization and new technologies fuelling the changes. This can be seen by demand soaring for video-calling platforms such as Google Hangouts, Skype, FaceTime and Zoom amongst others, as more people than ever work remotely.  

            “It’s also underscored by the increasing use of fintech apps which allow users immediate, on-the-go, 24/7 access to, use, and management of their money.”

            He continues: “There’s a historical precedent for what’s happening now.

            “Banks and other traditional financial services providers were, in most cases, spectacularly caught off guard by the 2008-2009 financial crash.
             
            “As they found their way into a new world with a new regulatory landscape and new customer expectations, business and tech developments were way down their to-do list. They were in survival mode.

            “This is when agile, tech-driven challenger banks and fintech firms swooped in to fill the void left between what traditional financial services companies, especially the traditional banks, were offering and what customers were expecting, especially in terms of customer experience.”

            Mr Green goes on to add: “The fintech firms, which offer mobile banking, savings and investment apps, and peer-to-peer lending, amongst other services, now have a decade of development, experience and expertise over many traditional banks.

            “As even more people are now embracing fintech due to Covid-19-triggered social distancing, isolation and lockdowns, and as the apps are growing in popularity due to their convenience, increased security, and as people become ever-more tech-savvy, it’s likely that ‘bricks and mortar’ banks will fall even further behind in market share and customer experience.”

            The deVere CEO concludes: “Coronavirus is going to further disrupt the wider banking sector. It will act as another catalyst for people to seek fintech alternatives to access, manage, use, save and invest their money across the world.”

            Carlo D’Alanno, Executive Creative Director at Rufus Leonard explores how the integration of your brand and your people with your technology is the secret to delivering meaningful and game-changing disruption.

            What makes a truly transformational and disruptive idea? The answer is two-fold. Firstly, these ideas understand and respond to new behaviours while leveraging new or underutilised technology. And secondly, they often come from ambitious organisations who understand how to integrate the right people and skills to stretch a vision and deliver on a single, motivating purpose or mission.

            In short, game-changing ideas create real-world impact for people and businesses. And this happens when creativity and technology come together. After all, companies that harness technology to deliver their promise grow 4X faster than their competitors.

            Carlo D’Alanno, Executive Creative Director at Rufus Leonard explores how the integration of your brand and your people with your technology is the secret to delivering meaningful and game-changing disruption.

            Your brand is your difference

            Brands that dominate have a credible offering delivered in a way that others can’t (or don’t think of first). Think Nike+ turning a footwear brand into a premium fitness provider. Zipcar proving the sharing economy can work with real stuff. Or Kickstarter connecting bedroom entrepreneurs with investment. Find your distinct position and build around a mission that your people can buy into and your customer experience can deliver on.

            It’s about identifying and investing in hero moments along the journey – specifically where your brand could credibly provide a unique experience – which will create a memorable experience for your customers. Let’s take a look at a few examples.

            Threads – customer journey mapping and digital ecosystem design at its best

            The idea: Personal, luxury fashion shopping through Instagram and WhatsApp/WeChat.

            The stretch: For a sector that’s build around appearances, Threads have understood that so many customers now engage with brands via social and avoid retail spaces when in ‘research mode’. They have taken a seemingly vital channel out of the mix.

            The transformation: Pioneers in chat-commerce, they’ve built a platform where someone sees an item on social, starts a chat with an adviser and completes the purchase in the app. This means integration into social platforms, and retailer/manufacturer inventories, as well as secure payment technologies.

            The impact: With an average transaction value of $2.5k per-spend, and a recent funding round of $20m, they have become a significant partner in the fashion retail mix.

            Squarespace – democratising a previously closed world

            The idea: A website-building tool for anyone with a computer and an idea.

            The stretch: They democratised the previously closed world of website creation, giving the tools to the people with the business idea, but not the design and code skills.

            The transformation: Building code into templates transformed the way sites can be built without the need for training or expertise. Complete with a user interface that champions their own principles of simplicity, and accessibility. It’s a rare thing – a beautiful piece of software.

            The impact: 2m+ subscribers, valued at $1.7bn, hosting circa 350k websites with 22% market share (self-editing and publishing plus hosting). These big numbers speak to their success in growing a previously untapped niche: entrepreneurs and small-scale start-ups looking for a cost-effective and beautiful route to market.

            R2 Data Labs – from manufacturing to a data analytics powerhouse 

            The idea: A data innovation catalyst inside Rolls Royce.

            The stretch: Improving the way customers operate by delivering untapped value and insight from aggregating a myriad of data sources.

            The transformation: Utilising new technology in Machine Learning and AI, they’ve moved the company from a product-based to a service-based model. Working in partnership with other Rolls Royce business units using manufacturing and design to build a virtual environment for experimentation that will give customers unparalleled insight and the ability to understand their data in new visual ways.

            The impact: These data analytical capabilities improve efficiency, productivity and risk management. New data insight is impacting the ways Roll Royce design and manufacture their products and has opened up new revenue stream in aftersales care. R2 Data Labs is building data innovation communities through skill sharing, accelerator programmes and partnerships.

            Creating a culture of shared creative leadership

            To embed game-changing thinking into your organisation, it’s important to nurture the integration of passion and profession, encouraging your people to be the driving force behind shaping your business. So ask yourself and your employees these questions:

            • Passion: how might we help people find the ‘one thing’ that motivates their work?
            • Purpose: how might we identify the common goal that brings individual passions together?
            • Flow: how might we create a way of working and environment that lets a team get immersed and motivated and, be supportive and honest?
            • Risk Taking: how might we make it possible, and acceptable, to stretch our clients outside of their comfort zone?

            Your key takeout

            How you answer these questions will be unique to your business, culture and sector. The common thread that all successfully, strategic and creative brands share is a willingness to integrate and delegate. To bring together people with diverse talents, passions, backgrounds and skillsets and to support them to solve the company’s biggest problems for themselves. 

            The end of the Wild West of digital advertising is nigh: data is the new black gold, and advertising has been mining it recklessly. That can’t go on.

            While the glory days of data harvesting were great for ad-tech, they were less great for advertising. Data-breaches, Cambridge Analytica, and “stalker ads” that overuse targeting have all helped to undermine consumers’ trust. Back in April 2019, Kantar’s ‘Dimension’ study showed 54% of UK consumers objected to being targeted based on their past online activity (a figure I suspect their 2020 iteration of the report will demonstrate has gone up, given consumers’ growing awareness of the implications of online targeting), 70% of consumers said they see the same ads over and over again and only 11% said they actually enjoy advertising. Wow. Those findings, and many others like them since, underline the crisis of trust digital advertising is facing.

            Private – Keep Out

            There is a complacent view held by some in the ad-industry, that privacy concerns can be ignored as “this year’s storm in a teacup”. Pay lip-service to the law, and carry-on as before.
            But that’s of course missing the point – long-term trust erosion – and hiding the real cost to the industry.

            I agree that most of the public don’t care deeply about privacy. Joe Public is unlikely to switch off Facebook or use the Tor browser. But that doesn’t mean they’re happy.
            People don’t like feeling powerless or taken advantage of. Today, that’s exactly how they feel, and they’re becoming more vocal – with those voices starting to carry weight. In Ipsos-Mori’s survey last month (commissioned by the Centre for Data Ethics and Innovation and Sciencewise, and forming the basis of the UK Government’s official Review of Online Targeting), almost all participants felt that change was required to the way in which online targeting, in particular, currently operates, with many saying that they were sufficiently concerned about aspects of the process, or about the potential harms that could occur, that they remained unsure whether the benefits outweigh the harms.

            But it’s not all bad…

            That said, the same study revealed that the majority of people also felt that if steps could be taken to resolve these concerns, they would likely advocate that overall online targeting makes a positive contribution to society. So, there we have it – a window of opportunity, a second chance for adtech, for advertising as a whole, and for brands willing to make integrity a core part of how they advertise specifically, and operate more broadly.

            Remember, that same Kantar study also demonstrated the power of targeting when it
            is done right, with 44% of respondents saying they do enjoy ads that are directly relevant, 45% agreeing that the ads tailored to them are more interesting than other ads, and 61%
            saying they prefer to see ads relevant to their interests. It is not relevant ads that people dislike — it’s the surreptitious targeting. So as an industry, we need to change the model from treating people as “targets”, to treating them as partners.

            Time for a reset

            First off, we have to begin with a commitment to genuine transparency about what customer data is held and how it is used. The bombardment of consent checkboxes may help to provide legal cover, but it is harmful to the deeper purpose of building trust and a brand-customer relationship. Asking “what is legal?” is the wrong approach. Instead, we should start with respect for the customer, and put them at the centre of engagement design. Other parts of the B2C world of course already understand that the customer is at the centre of everything – creative agencies being one obvious example. That understanding and acceptance now needs to extend to the infrastructure of advertising.

            Policy change and tech advancement must go hand in hand
            Positive change here requires both policy and technical development. We do need new tools. Tools for users to easily manage their profile data — to make it easy for them to both block and allow data-use, without fighting through a swarm of in-human checkboxes.

            Part of that will be establishing standards for users (via their browsers and phones), publishers (via the SSPs), and brands (via the DSPs, and their own data) to work together.
            The key piece will be making it easy for users to setup an enforceable data policy that reflects their attitudes. A data policy would say what you reveal, and how and to whom. A good tool would make it easy for people to manage that, and stay informed and in control without spending much time at all. That will in turn need a data ecosystem, where data can be used without losing privacy.

            Enabling personalization, gaining trust

            With a better data ecosystem, there is still untapped and valuable data — for example the CRM and other customer-history data that brands hold — which could be brought in.

            For the public, a trustworthy data ecosystem would unlock many benefits. Consumers find personalization useful. Whilst they are somewhat concerned about their privacy, as Gartner’s study showed, 62% of consumers said personalized attention is important when it helps them get a better deal, and nearly half said they valued it for saving time and making the purchase process easier. Findings which pretty much match those from the Ipsos study last month.

            The end of the Wild West could ultimately be good for the industry. If brands are fair and transparent when they connect with the public – through all touchpoints, online ads included – there is certainly an opportunity to build more valuable engagement.

            After all, the Wild West of gunslingers was not nearly as productive as the modern California that today makes movies about gunslingers.

            By Daniel Winterstein, CTO & co-founder at Good-Loop

            As UK businesses look towards the cloud to enable digital innovation, more than half (58%) say the move has been…

            As UK businesses look towards the cloud to enable digital innovation, more than half (58%) say the move has been more costly than envisaged, according to new research from Capita’s Technology Solutions division.

            However, the research reveals that cloud migration (72%) remains the top transformational priority for most organisations, ahead of process automation (45%), big data analytics (40%), and artificial intelligence/machine learning (31%). This is a further indication that organisations see cloud as a core component to effectively enabling these next-generation technologies.

            The From Cloud Migration to Digital Innovation’ report, which surveyed 200 UK IT decision makers, cites reduced cost (61%), improved speed of delivery (57%), and increased IT security (52%) as the main reasons for organisations to move to the cloud. However, 90% of respondents admitted that cloud migration had been delayed in their organisation due to one or more unforeseen factors. Issues such as cost (39%), workload and application re-architecting (38%), security concerns (37%), and skills shortages (35%) all point to a process that is more complicated than expected.

            “Cloud adoption is a critical foundational step towards opening up real transformative opportunities offered by cloud-native technologies and emerging digital platforms and services. While some forward-thinking organisations are able to keep their eye on the goal, the complexity of the migration and application modernisation process tends to introduce delays and cost-implications that slow down progress,” said Wasif Afghan, head of Cloud and Platform at Capita’s Technology Solutions division.

            A more complex and costly migration than expected

            On average, those businesses asked had migrated 45% of their workloads and applications to the cloud. However, this did correlate to organisation size as organisations with more than 5,000 employees have further to go, with less than a third (31%) of workloads and applications migrated. This could be the result of having larger, more complicated systems.

            Nearly half (43%) of respondents found security to be one of the greatest challenges they had faced during their migration. A lack of internal skills (34%), gaining budget approval (32%), and progressing legacy migration solutions (32%) were other significant challenges organisations had faced.

            In fact, half of respondents found their organisation had to ‘rearchitect’ more workloads and optimise them for the cloud than they had expected. Further, only just over a quarter (27%) found that labour/logistical costs have decreased – a key driver for moving to the cloud in the first place.

            “Every migration journey is unique in both its destination and starting point. While some organisations are either ‘born in the cloud’ or can gather the resources to transform in a relatively short space of time, the majority will have a much slower, more complex path. Many larger organisations that have been established for a long time will have heritage IT systems and traditional processes that can’t simply be lifted and shifted to the cloud straight away due to commercial or technical reasons, meaning a hybrid IT approach is often required. Many organisations haven’t yet fully explored how they can make hybrid work for them, combining the benefits of newer cloud services whilst operating and optimising their heritage IT estate,” said Afghan.

            A platform for innovation

            Despite some of the challenges outlined in the report, the majority (86%) of respondents agree that the benefits of cloud are compelling enough to outweigh its downsides. For more than three-quarters (76%) of organisations, moving to the cloud has driven an improvement in IT service levels, while two-thirds (67%) report that cloud has proven more secure than on-premise.

            Overall, three-quarters of organisations claimed to be satisfied with their cloud migrations.  However, only 16% were ‘extremely satisfied’ – indicating that most organisations have not yet seen the full benefits or transformative potential of their cloud investments. In addition, 42% of respondents currently believe that cloud had ‘overpromised and underdelivered’.

            “It’s no longer enough to think of cloud as simply a way to benefit from initial cost savings or just another place to store applications and data. Today, the move to cloud is driving a spirit of innovation right across the enterprise, paving the way for advanced digital services to be rolled out in a highly accessible, faster and more cost-effective way – whether that’s AI, RPA, complex data analytics or machine learning. Only through the alignment of IT and lines of business leadership – in terms of goals, vision, direction and mindset – can organisations fully unleash the potential of cloud to address their key business objectives, whether that is improving business agility, delivering an enhanced customer experience or enhancing business efficiencies.” said Afghan.

            The ‘From Cloud Migration to Digital Innovation’ report can be download here https://go.capita-it.com/cloud-research-report.

            Airport chaos, banking glitches, cancelled surgeries, data loss; the potential consequences of IT faults are well known, far-reaching and the…

            Airport chaos, banking glitches, cancelled surgeries, data loss; the potential consequences of IT faults are well known, far-reaching and the subject of frequent headlines. Still, fewer than half of the UK’s SMEs are prepared to cope adequately in the event of IT disruption. This is according to the latest research* commissioned by full-service IT consultancy ILUX.

            The survey, which canvassed the opinions of over 500 UK-based SMEs, revealed that just two fifths (42%) of those polled had an IT disaster recovery plan in place. This is despite the fact that a significant proportion (24%) had already experienced damage or loss due to an IT fault.

            Of the proportion who have experienced damage and / or loss:

            •          43% experienced the loss of important data

            •          40% experienced a drop in staff productivity

            •          29% suffered a loss of sales / transactions

            •          24% experienced data breach / GDPR implications.

            Data loss can potentially have very serious consequences for companies, especially if the loss involves personal data protected under the General Data Protection Regulation (GDPR)[1], as was the case for almost a quarter of respondents. Failure to comply with GDPR can lead to significant financial penalties, as the recent heavy fines issued to airline British Airways and hotel chain Marriot bear out.

            James Tilbury, Founder of ILUX, comments: “Although a significant proportion of UK SMEs have experienced serious problems as a result of IT disruption, it seems that the majority are still failing to take adequate steps to prevent or mitigate faults.

            “This suggests that preparing for the risk of IT disruption is still treated as more of an afterthought than an essential aspect of business planning by the majority of SMEs. I would urge caution to any firms thinking in this way. Businesses today tend to be critically reliant on technology to power their everyday processes and keep operations running smoothly, securely and efficiently. Not only that, the right technology-driven processes can also set them apart, delivering innovation, improved customer experiences, a competitive edge – and ultimately growth.”

            These findings are explored in more detail in the ILUX Whitepaper “Business Worries Keeping You Up At Night?” which can be downloaded here https://www.ilux.co.uk/just-relax.

            For more information about ILUX, visit www.ilux.co.uk

            When Malta-based construction and property enterprise Vassallo Group embarked on a company-wide digital transformation, it looked to CIO Carlo Aquilina…

            When Malta-based construction and property enterprise Vassallo Group embarked on a company-wide digital transformation, it looked to CIO Carlo Aquilina to build the entire infrastructure, operations and innovations at the group…

            Walk through the streets of the beautiful island of Malta and you will not be able to escape the work of the Vassallo Group. Property, hospitality, education and healthcare, the Maltese construction and property company completely reshaped Malta following the devastation caused by the Second World War. Indeed, Vassallo Group embarked on a mission to ‘rebuild the nation’ to its former glory and beyond.

            Building on its strengths, the Group carries a legacy that is over 70 years old, and over the years has diversified its operations that have brought about expansion and investment. Today, Vassallo Group, stands at the forefront of several different sectors in the local market that include property and construction, furniture and interiors, elderly and disability care, catering, hospitality, architecture and education. The Vassallo Group is a large, complex enterprise and represents a unique challenge to its IT function, which provides technological solutions and support to all of the companies and their users.

            Vassallo Group talks to Interface Magazine

            Carlo Aquilina was approached to take on the role of CIO at Vassallo in 2015, having spent a while building up an IT team at a manufacturing enterprise. “When I started in manufacturing, IT needed lots of work. We started from scratch. We built up the whole IT department and the whole team. When Vassallo approached me, they offered me that challenge again as they really lacked IT. It was a real challenge, but I built my team and we started on what needed to be done.”

            Vassallo Group previously had a shareholding in an IT company and this sister company was providing IT, but the level of support was not sufficient for their local clients, thus Aquilina was asked to build the IT function that would serve the 1,900-plus employees and its extensive client base. “When I joined, I was tasked with the project: to start from scratch. I gave the board of directors a number of options. Should we go on premise, should we go with another hosting company, should we go hybrid, should we go cloud? The main ambition was very simple and I was given six months to come up with a solution where we gave our clients, our clients, meaning our users basically, a brand new environment with zero downtime. It was all firefighting in that first year.”

            Vassallo went 100% cloud with Microsoft Azure, which Aquilina believed to be the best short-term, and long-term solution. “We’re a Maltese company. We’re not an IT focused company. IT is here to provide service to the business. Our business is not IT. We’re not a gaming company. All of our products are Microsoft, and so it was an obvious choice to move to Azure.” Vassallo agreed to go 100% to the cloud, having drawn a blank against the large capital expenditure associated with on-premise. “With cloud, you don’t invest in anything and everything is top of the range. Of course, it also helps to be paying operational costs and not capital costs. That was the way forward and then they (the board) embraced it. There was a number of partners who approached us to do this, to help us with this migration. I chose CyberSift, which was a start-up, actually.” An advantage to working with a start-up is that they’re not encumbered by a large kind backend and can move audaciously and quickly and this was certainly an appeal to Aquilina and his team. “I knew one of the technicians; a brilliant engineer and that helped. Plus, the price we were given was also from a start-up perspective.”

            Vassallo Group. A Maltese institution

            CyberSift viewed the chance to work with Vassallo with similar relish and the then start-up provided a specific engineer to be onsite with the IT team at Vassallo for the full duration of the migration. “Whatever I was asking, I was getting,” Aquilina explains. “‘Okay, we’ll do it for you, but you’ll have to promote us, after.’ Now I’m promoting them. So, we had engineers working for us and I didn’t need to grow my team. In fact, we’re a very small team.”

            The key thing Aquilina and his team built in that crucial first year was ‘trust’. “I had the trust of the board of directors because every time they asked me something, I satisfied their request. So, there was trust. At the end of the day, it’s a family-owned company. Trust is very important.”

            Aquilina and his team were given six months to deliver the project and took 2-3 three months to design and implement the infrastructure. The following three months, they contacted suppliers, before moving the software. “If it’s on premise or on cloud, there was remote access. It was teamwork, everyone pulling the same rope. Whenever one of the suppliers told us, ‘Listen, we’re not available this week. Let’s do it next week. We’ll slot in someone else. We’ll set meetings. We’ll explain what we are doing.’ All they needed to know is that we were moving from server A to server B. They did it for us because it was their software, their app, their solution.”

            With any large-scale technological transformation there are challenges although Vassallo seemed to evade many of the pitfalls through great organisation. “I don’t think we had actually the biggest challenges because it was all planned out. We used to meet every day with the engineer who used to work for us and my team. It was a case of ‘What happened yesterday, what happened today, what is going to happen tomorrow and why? Are we on track? Yes. If not, why? What can we do?’ We worked late at night so that we could achieve it. It was all based on trust and teamwork. It was a case of open-heart surgery because the business wanted to work. The business kept on working even though we were doing open-heart surgery. We had that support from everyone. Everyone understood that this needed to be done. We had support from everyone, from all the partners, from Microsoft, everyone.”

            Even though digital transformation involves technical infrastructure, software, servers and cloud, people are still integral to a successful outcome. “Yes, they are extremely important,” Aquilina explains. “There are the users, the customers and the IT team. We are a very small team and that really helped, because a huge team would require lots more organisation and more hand holding. It was me who was both sponsoring and managing the project. I had the lead engineer who was doing the actual work, remotely. They had an assistant administrator who was assisting. People are so important.”

            Vassallo Group holds an annual internal awards and in 2016, the IT department was awarded ‘Best Customer Focused Department’ even though it had been, in Aquilina’s terms, firefighting. We were there constantly, anytime, any day of the week. The team and I were presented with this trophy, which proved my theory that the company had move to something much more stable.”

            Now Vassallo Group is reaping the benefits of this transformation. “IT-wise, we are working on a business intelligence project. Now we have the infrastructure ready and a solid base or foundation, I want to give something back to the business. We implemented an ERP solution, which Finance, Logistics and Operations are using. I don’t want the directors to go into board meetings with huge amount of papers. I want them to go in with just a laptop. The data is live. We’ve already done that for one of the companies and it’s working. You can connect to the TV to project live data. That is business intelligence. We’re working on the other companies too. Now that they know what they can get, everybody’s bombarding us with requests. Of course, we’re taking our time and that is ongoing.”

            From BI, Aquilina wants to harness the power of AI in board meetings. “I want to give them the facility to project live data, but I also want to give them the facility to change the data accordingly. They will see the results with AI.” Recruitment could be a big beneficiary of these initiatives too. “What if we employ 100 people? AI will work out the costs, work out the benefits of employing that many people. Then you can take an educated decision. ‘Should we employ 100 or 200? Let’s put in 200 more employees. What’s the cost?’ AI will work out the costs as well as the benefits. That’s all in progress. However, these are very sensitive tools that we need to use and if the tool gives you the wrong information, then you will make the wrong decision. I explained this to the board and they gave me the time needed to do it properly. We have to be very meticulous. They understood and told me, ‘Whenever you’re comfortable, we can start using.’ The CIO has to have 100% trust from the board of directors, because if there’s no trust, they keep on asking, ‘But why and how?’ That is the way forward.”

            Providing technological infrastructure, new software and cyber security for such a large company means that Aquilina’s hands are certainly full. “We support about 1,900 employees and 500 users. I can afford to have a relatively small team because we have a solid base, and a solid infrastructure. I have a wonderful team. I recruited everyone from outside the business. I didn’t find anyone here, so they all respect me. We’re all friends at the end of the day, although I am their manager. We talk about anything and I help when needed. So, there’s trust from them and the senior management, which I believe is extremely important. It’s a wonderful place to work.”

            As UK businesses look towards the cloud to enable digital innovation, more than half (58%) say the move has been…

            As UK businesses look towards the cloud to enable digital innovation, more than half (58%) say the move has been more costly than envisaged, according to new research from Capita’s Technology Solutions division.

            However, the research reveals that cloud migration (72%) remains the top transformational priority for most organisations, ahead of process automation (45%), big data analytics (40%), and artificial intelligence/machine learning (31%). This is a further indication that organisations see cloud as a core component to effectively enabling these next-generation technologies.

            The From Cloud Migration to Digital Innovation’ report, which surveyed 200 UK IT decision makers, cites reduced cost (61%), improved speed of delivery (57%), and increased IT security (52%) as the main reasons for organisations to move to the cloud. However, 90% of respondents admitted that cloud migration had been delayed in their organisation due to one or more unforeseen factors. Issues such as cost (39%), workload and application re-architecting (38%), security concerns (37%), and skills shortages (35%) all point to a process that is more complicated than expected.

            “Cloud adoption is a critical foundational step towards opening up real transformative opportunities offered by cloud-native technologies and emerging digital platforms and services. While some forward-thinking organisations are able to keep their eye on the goal, the complexity of the migration and application modernisation process tends to introduce delays and cost-implications that slow down progress,” said Wasif Afghan, head of Cloud and Platform at Capita’s Technology Solutions division.

            A more complex and costly migration than expected

            On average, those businesses asked had migrated 45% of their workloads and applications to the cloud. However, this did correlate to organisation size as organisations with more than 5,000 employees have further to go, with less than a third (31%) of workloads and applications migrated. This could be the result of having larger, more complicated systems.

            Nearly half (43%) of respondents found security to be one of the greatest challenges they had faced during their migration. A lack of internal skills (34%), gaining budget approval (32%), and progressing legacy migration solutions (32%) were other significant challenges organisations had faced.

            In fact, half of respondents found their organisation had to ‘rearchitect’ more workloads and optimise them for the cloud than they had expected. Further, only just over a quarter (27%) found that labour/logistical costs have decreased – a key driver for moving to the cloud in the first place.

            “Every migration journey is unique in both its destination and starting point. While some organisations are either ‘born in the cloud’ or can gather the resources to transform in a relatively short space of time, the majority will have a much slower, more complex path. Many larger organisations that have been established for a long time will have heritage IT systems and traditional processes that can’t simply be lifted and shifted to the cloud straight away due to commercial or technical reasons, meaning a hybrid IT approach is often required. Many organisations haven’t yet fully explored how they can make hybrid work for them, combining the benefits of newer cloud services whilst operating and optimising their heritage IT estate,” said Afghan.

            A platform for innovation

            Despite some of the challenges outlined in the report, the majority (86%) of respondents agree that the benefits of cloud are compelling enough to outweigh its downsides. For more than three-quarters (76%) of organisations, moving to the cloud has driven an improvement in IT service levels, while two-thirds (67%) report that cloud has proven more secure than on-premise.

            Overall, three-quarters of organisations claimed to be satisfied with their cloud migrations.  However, only 16% were ‘extremely satisfied’ – indicating that most organisations have not yet seen the full benefits or transformative potential of their cloud investments. In addition, 42% of respondents currently believe that cloud had ‘overpromised and underdelivered’.

            “It’s no longer enough to think of cloud as simply a way to benefit from initial cost savings or just another place to store applications and data. Today, the move to cloud is driving a spirit of innovation right across the enterprise, paving the way for advanced digital services to be rolled out in a highly accessible, faster and more cost-effective way – whether that’s AI, RPA, complex data analytics or machine learning. Only through the alignment of IT and lines of business leadership – in terms of goals, vision, direction and mindset – can organisations fully unleash the potential of cloud to address their key business objectives, whether that is improving business agility, delivering an enhanced customer experience or enhancing business efficiencies.” said Afghan.

            The ‘From Cloud Migration to Digital Innovation’ report can be download here https://go.capita-it.com/cloud-research-report.

            Mike Dargan, Group CIO of UBS, the world’s largest wealth manager discusses how UBS is shifting its digital strategy and…

            Mike Dargan, Group CIO of UBS, the world’s largest wealth manager discusses how UBS is shifting its digital strategy and transforming itself into a truly digital bank through agile transformation, engineering culture and how this is changing the way UBS is delivering technology for its clients.

            Can you tell me a little bit about what’s been going on within UBS’s technology division when it comes to that shifting of team culture?

            At UBS, the focus on the culture of our technology team has been something that’s really been huge. We see culture as the platform on which we ultimately do everything else. If we have the right culture, we can deliver on strategy, we can innovate, we can execute. We can therefore deliver great products and services for our stakeholders, and therefore for our clients. Like any platform culture needs to be tweaked, maintained.

            What kind of challenges come from cultural shifts? No two people will respond the same way to any form of change, so how do you factor that into this transformation?


            In some ways I wouldn’t call it a transformation. I think culture is something that is precious. The culture at UBS is good and special, but I think we’d always look to evolve a culture. So what we’ve done over the last couple of years is we’ve stepped up the focus on our engineers. So we’ve designed programs to raise that profile within firm. We’ve developed a technical career track. We’ve given them much more responsibility.

            g)

            How does that approach tie into a wider vision of UBS becoming something of an engineering powerhouse?

            We’ve launched a Distinguished Engineer Program. It has three levels, distinguished engineers, distinguished fellows, and then certified engineers, which really lets engineers progress along a technical career path, if you like, rather than a managerial one.

            It also recognizes technical achievements with things like badges. In the first 24 hours of launch we were really overwhelmed by the demands. We had 600 people register on the first day, and things like that show us that there is massive demand by our engineering talent and that they want to focus on building things and solving problems.

            Technology at UBS is critically important. It’s a very large part of UBS overall. Now the core of UBS is and will continue to be banking, but I think banking will transform more and more to be digital interaction, technology enabled, et cetera. So the importance and power of what the engineers do directly and in the background will become more and more important.

            What does agile mean to you, and what kind of things are you doing to take this agile approach?

            In some ways, I dislike the word, but in some ways, I love the word. So we need to, as an organization move more and more to being agile. But what does that mean? We want to have expedited delivery done in combination with our partners and really having teams of engineers sit with business product owners and really drive things together. So they need to sit together under a shared vision for that product, understand the same challenges and opportunities and then build the best possible solution for our clients.

            Now, we’re doing that in different ways. In the investment bank we’ve got hybrid pods, which is a model that puts co-development with business and technology together. And really, I mean I think the way this has been launched is pretty cool. So it does away with the concept of us in tech and them in the business, but it’s really about shared ownership to deliver products. It’s working. Teams are happier, outcomes are better, new products are emerging faster and driven improvements are happening effectively all the time.

            In the digital factories, which we have across the globe, these are really well established across a lot of industries, but we’re seeing a lot of success with the adoption of this model in wealth management. And the proof point is,  we’ve done almost a hundred thousand releases to prod through this year, which is over 10% more than last year. So we are getting more done, better, faster, cheaper.

            Group CIO, UBS, Mike Dargan

            I understand that UBS took part in a hackathon event, can tell me what exactly a hackathon is?


            The hackathon here at UBS had a little over 600 global participants as people coming together over a very short time period, focusing on the solution, bringing the solution together, spinning up a solution overall. Now these are done in different industries, different environments. They can be done for hiring, they can be done for just cracking up a solution. But these are something that I think is a really cool way to get people focused, involved, and bring that culture, if you like, almost back to the day to day.

            How are you working to empower your workforce and prepare for the future workforce of UBS?

            the most important piece around a culture is how it evolves and how people learn and adapt. Now that I think it’s important almost at any age. Empowerment I think is increasingly important.

            We are due to see a lot of change powered by technology within banking overall. I mean, we’re seeing it in all areas. The banking landscape is evolving fast and we need to make sure that our digital strategy enables us to stay competitive.

            I think the onus for every individual, for every leader, for every participant is evolving and learning. So I think there are many aspects where the industry will change. There are many aspects we know about, there are many aspects we don’t know about. There will be new technologies and/or ways to use those technologies. So I think it’s also, you know, not to get too buzzwordy, but being very nimble and flexible is the most important.

            On a personal and professional level, how do you continuously challenge yourself and challenge your way of thinking so that you stay ahead of the changes in the market?

            I’m lucky and privileged that I get to meet many people. I get to listen to many people and learn from many people, both within UBS and in the broader market. So I think recently we’ve been obviously hiring a number of people who have brought in new perspectives and expertise. There’s a whole bunch of people within UBS who I think day to day bring in that expertise from what they do, and what they do day to day, as well as market participants that we meet

            What do you think is the key to achieving success in a transformation?

            I think there’s really two parts. The first is be curious. Find out what you can learn, what you can experience, what you can do or you can question about how you operate and how others operate and how you can bring that into what you do. And the second, and I give this advice a lot, is to understand how do you continue to be a better version of yourself? Not someone else, but yourself. Challenge yourself to question how you can continually self-improve the person you are, and the one you want to be.

            Read the latest issue here! Our cover story this month features an exclusive interview with Jon Davis, CTO of Village…

            Read the latest issue here!

            Our cover story this month features an exclusive interview with Jon Davis, CTO of Village Hotel Club, who reveals how a digital transformation future-proofs a technology infrastructure. Village Hotels is currently undergoing a major digital transformation journey in order to better serve the modern guest and offer a digital ready experience like no other. Village Hotel Club operates 30 hotels across the UK and by its own admission, its hotels are “much more than a bed for the night – they are a place to meet, socialise, work and get fit” – a clear sign that the business understands that the guest experience has changed massively.

            We also have a revealing interview with Bill Barry, Vice President of Procurement and Sourcing at Access, one of the fastest growing paper and digital document services and storage providers in the world. Barry, upon joining the company in 2018, was tasked with a vision of building out a best-in-class sourcing and procurement function, developing and implementing the policies and procedures in order to achieve that vision.

            Elsewhere, we catch up with UBS CIO Mike Dargan and Carlo Aquilina, CIO of Maltese construction giant Vassallo Group. Plus, we list all the top events and conferences from around the world and highlight five top tech innovators to look out for in 2020.

            Enjoy the issue!

            Peltarion, leading AI innovator and creator of an operational deep learning platform, today announced the findings of a survey of…

            Peltarion, leading AI innovator and creator of an operational deep learning platform, today announced the findings of a survey of AI decision-makers examining what they see as the impact of the skills shortage, and suggestions on how to overcome it. The research, ‘AI Decision-Makers Report: The human factor behind deep learning’, presents the findings of a survey of 350 IT leaders in the UK and Nordics with direct responsibility for shepherding AI at companies with more than 1,000 employees.

            The report finds that many AI decision-makers are concerned about the business impact of the deep learning skills shortage. 84% of respondents said their company leaders worry about the business risks of not investing in deep learning, with 83% saying that a lack of deep learning skills is already impacting their ability to compete in the market. These companies are exclusively focusing on recruiting data scientists (71% of AI decision-makers are actively recruiting to plug the deep learning skills gap), and this is already impacting their ability to progress with AI projects:

            • Almost half (49%) say the skills shortage is causing delays to projects
            • 44% believe the need for specialist skills is a major barrier to further investment in deep learning
            • However, almost half (45%) say they are struggling to hire because they don’t have a mature AI program already in place

            “This report shows that companies can’t afford to wait for data science talent to come to them to progress their AI projects. The fact is, many organisations are already starting to lose their competitive edge by waiting for specialised data scientists. The current approach, which relies on hiring an isolated team of data scientists to work on deep learning projects, is delaying projects and putting strain on the talent companies do have,” explains Luka Crnkovic-Friis, Co-Founder and CEO at Peltarion. “In order to solve the deep learning skills gap, we need to make use of transferrable talent that can be found right under companies’ noses. Deep learning will only reach its true potential if we get more people from different areas of the business using it, taking pressure off data scientists and allowing projects to progress.” 

            Less than half (48%) of respondents said they currently employ data scientists who can create deep learning models, compared to 94% that have data scientists who can create other machine learning models. This shortage is having a direct impact on teams: 93% of AI decision-makers say their data scientists are over-worked to some extent because they believe there is no one else who can share the workload. However, with the right tools, others can make a serious impact on AI projects.

            “Organisations need to move projects forward by bringing on existing domain experts and investing in tools that will help them input into AI projects. This will reduce the strain on data scientists and lower deep learning’s barrier to entry,” concludes Crnkovic-Friis. “We need to make deep learning more affordable and accessible to all by reducing its complexity. By operationalising deep learning to make it more scalable, affordable and understandable, organisations can put themselves on the fast track and use deep learning to optimise processes, create new products and add direct value to the business.” 

            By Nick Gold, Managing Director at Speakers Corner Companies undergoing digital transformation need to map out the path. Responsibility for…

            By Nick Gold, Managing Director at Speakers Corner

            Companies undergoing digital transformation need to map out the path. Responsibility for driving digital transformation across the enterprise lies with the C-suite. The CEO, chief marketing officer (CMO), chief human resources officer (CHRO) and chief operations officer (COO), among others, must work together to make the transformation happen. However, this can be difficult to achieve as certain members of the C-Suite are more proficient with technology than others. This article will look at how to overcome resistance/challenges at a senior level to any digital transformation strategy.

            I find the interesting aspect of the rapid development in technology is that it has little to do with ‘digital’ but it is instead fundamentally driving businesses away from linear based workflows to neural programs where all parts are interconnected.

            The challenge for any business embarking on a digital transformation project is moving away from a business culture where siloed work streams could deliver their parts of the project at specific points in a pre-ordained project plan.  This would be mapped out using project management techniques such as the use of visual Gantt charts which gave clarity over the breakdown of every item required for delivery within a transformational project with the business owner and/or team members expected to deliver this portion of the plan at specific times. 

            Digital transformation has taken this well-worn methodology and crumpled it into a ball and created change where nothing can be done in isolation and every action has consequences on all areas of business.  The result of consumers becoming ever closer to brands and brands striving for authenticity and purpose to deliver to their consumers means production, sales, marketing, technology, finance, human resources and any other function within a business all need to deliver with ‘joined up thinking’ or in real terms, the same focus and goals.

            As such, companies have realised that their processes, their products and even the reason for their entire existence needs to change in order to survive this revolution. However, the C-suite are struggling to adapt because this isn’t a clearly defined problem and there isn’t a historical precedent to follow.

            So, what does this mean for those C-Suite executives who had their fiefdom, where they, with their teams controlled and implemented the strategy in order to deliver the objectives of their sphere which would feed into the wider business objectives?

            In days of old, a business problem would have been identified and a decision would be made to implement a technological solution.  With the recommendation approved, the C suite, usually the Chief Technology Officer, would be tasked to deliver the project.  This suited all the C suite members as it meant that the expertise of each member of the executive were clear and there was a clear delineation between their roles and responsibilities.

            Now any change or decision has consequences that affects other areas of the business and similar change in other areas of the business affects them.  The fourth revolution has bought the historical business divisions closer together, technology has meant that when discussing strategy or plans, the decision makers need to understand the effect across all areas of the business. 

            Every business needs to operate as a single collective, it could be said they need to operate with a start-up mentality, with entrepreneurial spirit where the focus is the end goal not immersed in the process to achieve it. 

            The business needs to have that drive where everyone is focussed on the overall strategy and interested in delivering it together for the benefit of the business, not for the benefit of their specific expertise.   

            The C-Suite need to understand this doesn’t mean they need to know the answers or become far reaching experts in areas they have limited to no knowledge of.  They have to have their personal goals aligned with the right questions and be open minded to understand their responsibility as leaders is to create the environment where the people within the business can deliver for the success of the business not for the betterment of the division they are part of.

            This moves the discussion at a C Suite level away from a technological based discussion, away from a place where there might be reticence due to an individual’s relationship with technology to either be part of the discussion or even worse, not commit to their viewpoints as they defer to other who they view as experts.  It moves the transformation away from digital to strategic.

            But digital transformation is nothing to do with the build and delivery of the systems, it is nothing to do with the evolution of the business processes to work with the new transformed business, but it is everything to do with the strategic path that the company needs to take in this new era.

            The fourth industrial revolution, where change is happening at an ever increasing pace, requires the C Suite to have a clear understanding of critical milestones from a business perspective, with diversity of business views based on expertise and experience, to ensure large scale digital transformation programs stay on track to deliver the requirements to deliver the survival, growth and success of their business. 

            Now in its eighth year, the Tech Trailblazers Awards, the first independent and dedicated awards program for enterprise information technology…

            Now in its eighth year, the Tech Trailblazers Awards, the first independent and dedicated awards program for enterprise information technology startups, has revealed its shortlist of the most innovative entrants and concepts in enterprise technology. The shortlists, selected by the Tech Trailblazers’ panel of leading IT industry experts, are now open to public vote to add to the opinions of the judging panel and help determine the winners in all categories.

            To view the shortlists, and vote for your favourites, please visit http://www.techtrailblazers.com/shortlist before 23.59 Pacific Time on Friday, 14th February 2020.

            Tech Trailblazers Awards comprises the best startups across a wide range of enterprise tech categories including:

            • Artificial Intelligence
            • Big Data
            • Blockchain
            • Cloud
            • Container
            • FinTech
            • IoT
            • Mobile
            • Security
            • Storage
            • Firestarter Award
            • Female Tech Trailblazer of the Year Award
            • Male Tech Trailblazer of the Year Award

            Rose Ross, founder of the Tech Trailblazers Awards, said “Each year the judges are faced with the increasingly difficult challenge of selecting shortlists in a wide range of tech categories from some of the most innovative enterprise tech startups from around the world. Huge thanks to our judges who, once again, have taken on this difficult task. The Tech

            Tech Nation, the UK network for ambitious tech entrepreneurs, today reveals the 30 companies joining its prestigious Upscale programme for…

            Tech Nation, the UK network for ambitious tech entrepreneurs, today reveals the 30 companies joining its prestigious Upscale programme for the UK’s most exciting and fastest growing scaleup tech companies. 

            Now in its fifth year, the Upscale 5.0 cohort reflects the maturity of the tech landscape in the UK with considerable growth in key company statistics. Most of the companies on the programme have already raised a Series A round, and the average raise has increased from £4.2m in 2017, to £7.2m in 2020. Average revenues have also increased by 64% from £1.1m to £1.8m over three years, while the average number of employees when joining the cohort has grown by 48% from 31 to 46. 

            Some of the biggest success stories of UK tech, such as Monzo, Bulb, Improbable and Bloom & Wild, have been through the programme, and the 30 new companies represent the next generation of digital household names. 

            This cohort reflects just a small part of the UK tech scaleup ecosystem – in total, there are almost 5,000 UK tech scaleups which add £17.2bn to the UK economy and employs almost 200,000 people. UK scaleups outperformed their peers in 2019, with companies raising £10.1bn, more than France (£3.8bn) and Germany (£5.4bn) combined, and are spread right across the UK.  

            The Upscale programme is designed to support the UK’s leading scaleups by tackling the leadership challenge in UK tech. A recent report by Zenger/Folkman found that management and leadership skills are lacking in just over half of all leadership teams, and organisations that invest in developing leaders are 2.4 times more likely to hit their performance targets and almost double their profits. 

            Upscale sessions include addressing how to scale yourself as a leader, and how to scale internationally. The programme aims to create a peer-to-peer network of companies on their scaleup journey, and includes sessions led by tech entrepreneurs from some of the UK’s most successful companies, including Nilan Peiris, the VP of Growth at Transferwise and Will McInnes the CMO at Brandwatch. Companies are selected through a judging process of tech entrepreneurs and established VCs, including Anthony Fletcher, CEO of Graze and Cherry Freeman, CEO, Lovecrafts as well as entrepreneurs who have gone through the programme themselves, such as Aron Gelbard, CEO of London-based Bloom & Wild. 

            30% of companies joining the programme are from outside of London, and are based in: Manchester, Cardiff, Cambridge, Leeds, Brighton, Belfast and Newcastle. Companies hail from all different tech sub-sectors – showing the depth and breadth of technology in the UK today. 17% of companies on the programme this year are in the healthtech sector, 17% are in SaaS and 17% are in E-commerce. Cloud computing, fintech, legaltech, AI, edtech, proptech, tech for good and adtech are also represented on the programme. While E-commerce and SaaS are evidently still pivotal to UK tech, the makeup of the programme also represents the rise of companies applying technology to societal issues, including healthtech, which has seen an increase in scaling companies of over 473% over the last decade in the UK.

            Nearly a quarter (24%) of UK IT companies believe their customers are less happy in January than any other month,…

            Nearly a quarter (24%) of UK IT companies believe their customers are less happy in January than any other month, according to new research.

            The survey, by quality assurance and improvement platform, EvaluAgent, also found that 24% of IT businesses reported their lowest levels of customer service in January. 

            This reflected the responses from tech sector customer service employees themselves, with 43% confessing that their standard of service tends to drop around the New Year and into January.

            Worryingly, the survey also revealed that 39% of customers have come to expect the customer service they receive from companies to drop throughout December and January. This annual slump in customer satisfaction can be directly linked to employee engagement, which also falls in January.

            According to the report, 35% of IT businesses find their customer service employees are unhappiest in January, while more than two fifths (43%) believe employees are at their least engaged.

            While 75% of customer service employees said they struggled to stay motivated throughout the year, 40% admitted to January being their least productive month, pointing to a huge opportunity for businesses to increase employee motivation and customer service levels.

            When asked whether they thought their business could do more to increase staff motivation during January, 91% of those surveyed agreed. This shows there’s scope for employee engagement and motivation to be dramatically improved during this crucial period, in turn driving higher-quality customer service.

            Jaime Scott, CEO and co-founder of EvaluAgent, commented: “It’s very clear from the research that employee engagement takes a severe hit throughout January.

            “This can have a really damaging impact on employee performance and explains the low levels of customer satisfaction reported by both businesses and their customers.

            “With so many customers now having come to expect poor customer service levels in January, there is a huge opportunity for businesses to break the mold and properly motivate teams, improving customer service and gaining an advantage over their competitors.”

            For more information or to read the full report on beating the winter blues, visit https://www.evaluagent.com/resources/winter-blues-employee-engagement-report

            It’s clear that technology is evolving across every business, allowing companies to become more productive and efficient. Computer systems, such…

            It’s clear that technology is evolving across every business, allowing companies to become more productive and efficient.

            Computer systems, such as CRMs and warehouse management systems, can help you plan out your workload as efficiently as possible to increase productivity of staff, while analytics allow you to judge what updates are needed and when.

            Bodysuits

            It was announced in 2017 that line workers in the plant would pilot exoskeleton suits — wearable technology that can help support a worker’s arms while they undergo tasks above their heads. Ford’s Michigan plant is also using innovative technological developments to help its workforce. These suits can also be adjusted to support different weights, depending on the wearer’s needs.

            While such suits were more likely to appear on the big screen in movies such as Iron Man just a few years ago, the creation is having positive feedback from its users in the real life world.

            Printing techniques

            In any manufacturing company, human error can be extremely costly. That’s where 3D printing can come into play. While it’s still early days for the technology, digital printing has the potential to have a massive impact on practicality. It’s expected that this invention will transform nearly every industry as it changes how manufacturers will do business and will impact material costs, the traditional assembly line and product pricing strategies.

            They are particularly handy as automated printers, like those used by Voodoo Manufacturing, don’t need to be manned anymore and can continue working 24 hours a day. The use of robotics isn’t aimed at replacing humans, but more so making employees’ jobs easier.

            Drones

            Drones can impact a company massively, saving almost 12 hours on each inspection and reducing the time it takes to check the equipment from 12 hours to 12 minutes. Not only can drones provide a quick and thorough inspection, but they eliminate the health and safety risk of someone needing to scale up to 150 feet to look at gantries. They have started to use drones to help perform risky inspections on the factory’s equipment in it’s Dagenham engine plant. The company is benefitting massively,

            Another advantage of drones is that they are particularly good at providing the company with video and still footage that can be stored to allow the plant to compare its findings over a period of time to monitor any changes or patterns that are noticeable. This has become an indispensable tool for the factory, with the drones greatly improving productivity and efficiency.

            What does the future have in store?

            The process of quality control can’t be too reliable, as faulty parts may well be produced in a batch and slip through after the checks. That’s why the ever-improving embedded metrology will continue to help manufacturers produce a better product. This quick and convenient solution is a lot more accurate and requires little human interference.

            This process can traditionally be a very time-consuming and expensive project. There would be randomly selected machine-made parts that would be individually tested, and if they passed the test, the batch it came from would be validated.

            To summarise, it’s anticipated that this human aspect can be removed completely, with technology helping to provide a fully integrated and fully automated form of quality control. While some of the public are concerned that jobs will be lost as it keeps progressing, it can only be a good thing for manufacturing companies as it continues to help improve productivity and efficiency. It will be interesting to see what we welcome to factories next! Technology is continuing to amaze us in all walks of life.

            The automotive industry is no different, either, taking advantage of new inventions. It’s not only our cars that are benefitting from technological advances, though — the manufacturing industry is, too. Lookers, who offer a variety of cars such as the used Ford C Max, are an example of this too!

            New research suggests the UK is at risk of widespread ‘digital amnesia’, as it revealed 23 per cent of UK…

            New research suggests the UK is at risk of widespread ‘digital amnesia’, as it revealed 23 per cent of UK employees don’t know their own mobile phone number.

            The research1 by CRM specialist Capsule found more than two thirds (69 per cent) of workers don’t know their partner’s number off by heart, whilst 63 per cent don’t know their best friend’s birthday, and 73 per cent don’t know their booked holiday dates without using tech to check.

            Dependence on modern technology to carry out everyday tasks in employees’ personal lives was further highlighted in the survey, with two thirds (64 per cent) saying they rely on tech for directions, 45 per cent for shopping, 39 per cent to access transport, and 38 per cent for times and dates of events. 

            “In an increasingly digital age, many people are using technology to store and access information instead of memorising it,” said Duncan Stockdill, Capsule CEO.

            “Those surveyed admitted that they reach for their devices to carry out simple, basic tasks, such as maths calculations and spelling. 

            “As technology has become more connected, accessible and easy-to-use, we have become progressively more reliant on it to help organise our lives and remember for us – giving rise to ‘digital amnesia’.  Essentially, we are storing more information and memories in the ‘cloud’, not our brains.

            “With this in mind, it’s essential to trust the software you use and ensure it keeps your data secure like enabling two step login and using strong, unique passwords. We know passwords are easily forgotten though – around eight per cent of our users reset their password each month. Tools like 1password are useful as they’ll remember them all for you.”

            According to the survey, almost one in three (31 per cent) workers describe themselves as disorganised – and 29 per cent said this has negatively impacted their performance at work, such as missing deadlines and arriving late to meetings.

            One in four (24 per cent) have been late for appointments in the past 12 months, 23 per cent have missed birthdays, 21 per cent have forgotten to pay bills, and 15 per cent double booked or missed social events, respectively. 

            The link between technology and being organised was clear from the research, with two-thirds (64 per cent) of all respondents saying they use technology, such as online calendars, digital to-do lists and reminders, to keep their lives in order. 

            Stockdill added: “There has been a significant shift in how we function and operate, and the gulf between the past and the future is set to become more pronounced as technology becomes even more advanced.

            “Reliance on tech is showing no signs of slowing down and the business world needs to adapt to these changes in order to stay ahead of the curve and help their employees reach their full potential. 

            “Companies should consider taking steps to ensure that their employees have the tools they need to support well-organised and effective working practices.”

            Capsule is a cloud-based Customer Relationship Management (CRM) software platform.  The system helps businesses stay organised, in control of their sales process and build strong customer relationships through its simple but powerful integrated solution.  

            1Research conducted among 2,000 permanently employed respondents

            By Luca Ravazzolo, Product Manager, InterSystems The last year has seen a gradual evolution of DevOps as the approach has…

            By Luca Ravazzolo, Product Manager, InterSystems

            The last year has seen a gradual evolution of DevOps as the approach has matured and continued to be adopted more widely. Since its introduction, DevOps has changed mindsets, encouraging organisations to be more agile and making concepts like continuous integration and continuous delivery more commonplace. A major reason for the popularity of DevOps is that it allows organisations to capture all processes in an auditable and replicable way. Further to this, it adapts quickly, resulting in a low cost of change, and allows businesses to add cross-functionality collaborations and results in working at a much higher speed.

            Thanks to a similar evolution in the cloud world, more intelligent tools are becoming available, allowing developers to follow up DevOps processes with more discipline and efficiency. This has led to the next iteration of DevOps: DevSecOps.

            What is DevSecOps?

            The issue of security is one aspect of DevOps that, until recently, has been largely overlooked, often due to the underlying pressure for the rapid creation of solutions and for these to be deployed quickly. Consequently, this has meant that security hasn’t always been a priority as including this at development stage hinders speed. Instead, security tended to be retrofitted after a build – an approach that makes the process more difficult. As developers and organisations have begun to realise that this isn’t the most security-conscious or optimal way of going about it, we are now seeing some integrate security into DevOps from the outset. This approach means developers can alleviate any security issues at the time of development.

            Implementing DevSecOps

            Currently, DevOps breaks down any barriers between developers and operations teams, but adding security into the picture requires there to be greater collaboration and knowledge-sharing across the organisation. For DevSecOps to be successful, developers and organisations must embrace a collaborative culture and recognise that they require input from other individuals within the business with different expertise. This requires organisations to adopt the right mindset in which they realise the transformative power of security in the development of solutions and collaborate with other departments. Traditionally, developers have been focused purely on logic and algorithms, for example, and security is an afterthought. So, if they are to embrace a DevSecOps approach, it is crucial to involve security experts from the beginning and for the different parties to collaborate on the development of solutions. By doing so it will be possible for enterprises to create secure, stable and resilient solutions which will be hugely beneficial for both the organisation and end-users.

            Further to this, DevSecOps requires continual security reviews covering everything from compliance monitoring for PCI and GDPR to determining what the process is if security senses a threat. Therefore, organisations should establish a review process from the moment they think about architecting a new solution. Then they should also determine processes for the ongoing monitoring and management of security as the code progresses through every stage, from the developer desk to the building of the solution and the testing of it. It’s also critical that developers receive adequate training to ensure they are aware of security throughout the development journey.

            What’s next for DevOps?

            While what the future may hold for DevOps isn’t clear at this time, there are two prominent schools of thought:

            Firstly, it is thought there could one day be NoOps. This is the idea that solutions will feature everything they are required to from the outset, such as code standards, security, libraries and legislation protocols, and that things will be completely automated, therefore requiring people to just monitor and raise questions as they verify the software. Technically, as everything would be automated within the software provisioning pipeline, there would be no need for manual, human-based operations. This could potentially guarantee a higher level of security and resilience as everything would meet a particular standard.

            The second prediction is that instead of DevOps disappearing altogether, different types of Ops may be developed. This could lead to the emergence of MLOps to form a machine learning-driven operation that would be able to certify the standards that organisations want software to be written with and even flag issues with it.

            As demonstrated by the introduction of DevSecOps, the evolution of DevOps is underway. In time, this is likely to mean that DevOps will begin to encompass new technologies and multiple aspects of building a new solution. Eventually, this will lead to all of the requirements of development being brought together and an increase in collaboration across departments. Ultimately, the end result will be new solutions that meet the required standards and security from the outset.  

            Withers tech, working with experienced VC legal teams in France, Germany and Switzerland, has carried out the first analysis of…

            Withers tech, working with experienced VC legal teams in France, Germany and Switzerland, has carried out the first analysis of how venture capital deals are structured across Europe. The survey has identified that with more similarities than differences in deal structures between the jurisdictions, investors should have confidence about embarking on cross-border transactions.

            Withers tech worked with Schnittker Möllmann Partners (SMP) in Germany, Viguié Schmidt & Associés in France and Wenger & Vieli in Switzerland to analyse active Series A deal terms used in each jurisdiction. The research identified 53 separate terms, which can be condensed into 14 key deal terms covering the categories of economiccontrol, and reps, warranties and remedies.

            These three categories centre around future financing; exits and IPO to control terms like founders’ vesting, founders’ non-compete/solicitation; veto-rights; and control over the group of shareholders across the four jurisdictions. Any differences in these areas can often be accounted for by the different systems of Civil (France, Germany and Switzerland) and Common law jurisdictions (UK), which still remain key considerations.

            James Shaw, head of Withers tech, comments: “The most significant message this survey sends is that we all speak largely the same language when it comes to transactions and legal documentation, so investors should have confidence in deploying capital across borders, particularly in these tech-savvy jurisdictions.”

            “Of course, care and expert advice is still required though, as the difference between Common and Civil law approaches to deals can cause issues. In particular, governance structures in the UK are likely to differ from other European practices, including the structure and authority of different functions on company’s boards.”

            “We decided to undertake this review due to the growing volume of cross-border tech VC deals within Europe. In addition, given the large volume of overseas capital looking to invest in European tech start-ups, we also felt it would be useful to explain the nuances of these four key jurisdictions to help overseas investors better understand the risks in each jurisdiction. Our next aim is to expand this review into other tech-active European jurisdictions.”

            A copy of the report, including discussion of the 14 key deal terms found across all four jurisdictions, can be found here and all 53 deal terms are set out here.

            By Alistair Laycock, Custom Solutions Director at Haulmont ‘Digital transformation’ has an obvious appeal. Invest in a technological solution that…

            By Alistair Laycock, Custom Solutions Director at Haulmont

            ‘Digital transformation’ has an obvious appeal. Invest in a technological solution that has the potential to streamline your business’s operations, reduce costs, and ultimately widen profit margins. What’s more, when your competitors are undergoing such a transformation, the pressure to invest in a solution to avoid being left behind is significant. 

            However, more so than the technology, and even the choice of technology partner, the main priority for business leaders looking to undergo a successful digital transformation can be found internally. In a word, it’s culture. 

            Many continue to invest in one-off, off the shelf solutions without putting technology at the heart of their business; a company whose board is open to consider and push technological change will be the one that separates itself from the pack.

            People, partners and pilots

            While throwing caution to the wind is the right approach, you needn’t strip out your legacy systems overnight. Before the implementation of new technology comes selecting the technology partner to deliver on the vision, and the right choice is paramount to achieving a successful digital transformation. 

            When choosing a tech vendor to deliver a digital transformation project, ensure that your business’s cultures are aligned. Their ambition, communication style, attention to detail and proactivity are all key indicators, and it’s paramount that you ensure that your team can work smoothly with theirs. In the worst-case scenarios, miscommunication on deliverables and expectations leads to an increase in costs and a poor end product, undermining your original objectives.

            Do also plan for the future. The right technology partner will offer more than one solution, with alternatives proactively proposed in the long term. Propose that you begin by investing in a small project first. A pilot project – that is still bespoke and easier to develop – allows your potential technology partner to prove they understand your objectives and can quickly develop an appropriate solution. Critically, it also allows you to test the profitability of the solution and whether its success can be replicated at a greater scale.

            A successful pilot project provides the basis to scale operations, including the replacement of legacy systems, safer in the knowledge that the new solutions will pay dividends. The final step is to work with your partner to carefully and methodically plan the implementation of these new systems.

            Becoming a technology-first company

            Once you’re settled with your partner, it’s paramount that you maintain the same risk tolerance that led you to this position; technology is a continuous solution, not a one-off investment. With new technologies come potential new customers – each with their own needs – and various new data points from which you can derive greater insight. To fully take advantage of this, be sure to invest in your staff. Look to retrain existing staff or employ a network of universally tech-skilled staff who are able to work in tandem with your technology partner, assess your own internal technology, and make suggestions on what other technological improvements would best serve the business moving forward. 

            When it comes to recruitment, don’t be afraid to invest in youth. A recent report* suggests that 73% of B2B tech buying committee members are millennials, while under-35s make up 40% of those making the final decisions on technology purchases.

            Analysing the data is key in ensuring continuous success; it’ll tell you what to automate, what to cull, and where there’s scope for growth. Getting this right will ensure reduced costs and increased growth and revenue.

            Tangible impact

            At Haulmont, we’ve worked with various partners to assist in a range of digital transformation projects. The Keyholding Company, providers of keyholding and alarm response services, is a prime example of embracing change and thriving as a result. Answer times have reduced drastically, their entire service has been streamlined, and in the last year alone costs of sales are down 10%, while business growth is up by 15%.

            The company has evolved from its specialism in security and is now a technology company first, with 98% of its 500,000 jobs each year handled by automation; previously, a human used to touch every job. As a partner, we’ve become an extension of the business, but it’s something that wouldn’t have been possible without the forward-thinking and risk tolerant approach adopted at the outset. 

            The right technology is important. The right technology partner is important. But the success of a project is at risk if the teams delivering on objectives are not on the same page. A willingness to embrace change must trickle down from the top if a digital transformation is to be truly transformative.

            *https://www.lenati.com/blog/2019/09/on-their-terms-millennials-shift-the-b2b-buying-journey/

            *https://www.lenati.com/blog/2019/09/on-their-terms-millennials-shift-the-b2b-buying-journey/

            Retailers know how important the customer experience is – and this can’t be forgotten around the busiest shopping period of…

            Retailers know how important the customer experience is – and this can’t be forgotten around the busiest shopping period of the year. In fact, in 2018 UK shoppers spent £4.75 billion in Boxing Day sales and £1.4 billion on the last Saturday before Christmas, known as ‘Super Saturday.’ With research showing that improving the customer experience and investing in new ways to engage customers is critical to the ongoing success of retailers, the retailers who are able to create a seamless, convenient experience for customers will have the upper hand. To do this effectively, they’ll need to bring together physical and digital while offering an amazing product selection that’s readily available and can be delivered fast.

            Philip Hall, Managing Director Europe at CommerceHub, shares his top three tips to give retailers an advantage during this year’s peak shopping season.

            1. Embrace the Physical and Digital for More Consumer Convenience

            With the adoption of cloud-based software and smart mobile devices, retailers’ ability to connect their physical and digital presence has become significantly easier, as shown by the rise of click and collect and more return options. Every consumer has a different purchasing pattern – which is largely driven by convenience – meaning that retailers need to focus on having the right products in the right places.

            Because convenience plays a large role in customer satisfaction, retailers need to take action. According to a recent survey, 68% of consumers said they preferred click and collect when making purchases. When consumers elect to pick up their purchases in-store, retailers are not only able to reduce their shipping costs, but also to sell even more product, as 85% of these consumers tend to make additional purchases once they come in-store to retrieve their orders – something that could easily feed into holiday sale buzz.

            2. Put an End to Cancelled and Out of Stock Messages 

            “Right time, right place” in today’s consumer speak actually means “right here, right now,” – something that is only becoming more ingrained in retailers’ strategies. It’s not uncommon for consumers to have experienced the frustration of hopping online to purchase the perfect gift and getting hit with the “out of stock” message – a challenge that typically ends in an abandoned cart and searching for the product elsewhere.

            Retailers stand to miss out on nearly $1 trillion in sales because they don’t have what customers want to buy. And while this problem stirs agitation and causes stress for consumers, it is something that retailers can easily avoid with the right approach. By tapping into virtual inventory enabled through drop shipping and executing on proper resource planning and logistics execution, retailers could potentially have no sell outs at all, enabling them to keep customers happy and maintain their brand promise. And some retailers are already recognising the potential, with research from CommerceHub showing that 46% of retailers value the fast shipping and delivery of drop shipping and over a third acknowledging the better customer experience drop shipping will bring.

            3. Meet and Exceed Delivery Expectations

            A final key to success as we enter the UK’s busiest shopping period will be perfecting shipping and delivery. Gone are the days when getting packages a week or longer after an order is placed is acceptable. New and improving technology is giving retailers the ability to strategically expand product ranges, fulfil orders faster than ever before and track deliveries to better meet customer needs and expectations. By implementing these advanced back-end processes, communications between retailers and fulfilment/shipping centres have never been more seamless.

            Technology is also giving retailers more visibility into fulfilment processes, which is enabling them to create routine efficiencies and capture data to drive their businesses forward year after year. What’s more, these insights can help drive real-time decision making, allowing retailers to keep consumers aware of the status of their orders and stay ahead of delays in ways that couldn’t be managed before, which supports retailers’ growing need to stay ahead of customer expectations.  

            Conclusion

            Retailers need to ensure that the customer, and their satisfaction, is at the core of every strategy – especially in the coming months when the sales potential is so high. Whether it is a newly implemented or enhanced approach, a retailer’s ability to carry out a seamless crossover between physical and digital retail, minimise out-of-stock cancels and meet and exceed delivery expectations is essential to their success. And with this success comes happy customers, who in turn, will only be coming back for more.

            By Joonas Jantunen, CEO Cloudia Middle East & Africa, Cloudia. Former Hewlett-Packard CEO, Lew Platt, once famously said: “If HP knew…

            By Joonas Jantunen, CEO Cloudia Middle East & Africa, Cloudia.

            Former Hewlett-Packard CEO, Lew Platt, once famously said: “If HP knew what HP knows, we’d be three times more productive.”

            Managing knowledge, or knowing what you know, and being able to apply it to core decision-making is key to business success now and in the future. In procurement, knowledge management already has the potential to drive productivity gains across the business. And emerging technologies like AI and RPA look set to play an outsized role.

            What do we mean by knowledge management?

            Every day, every moment, organisations and their operating environments are creating, using and sharing, huge amounts of information, or knowledge. Knowledge management, most simply put, refers to the process of collecting, maintaining and managing everything that a company ‘knows,’ in all its forms. But knowledge management is also about using that knowledge to help leaders make more informed decisions. In this article, we are considering knowledge management in this wider sense.

            In any organisation, knowledge is power but only when it is well managed and usefully applied. In procurement, knowledge becomes power when it’s effectively managed for the purpose of driving decision-making. That means, identifying what information is critical to operations, analysing it, then sharing the findings with key decision-makers across the company.

            What does this mean in practice for procurement?

            In procurement today, knowledge management typically begins with process automation, aimed at reducing routine administrative work and freeing up procurement people to focus on innovation and productivity. Automation also equips organisations with the capacity to adapt and take advantage of new technologies as they develop. 

            The vast majority of data management applications currently available focus on storing and presenting historical data – telling us ‘what happened’. Naturally, it’s important to know about past events to aid future management strategy, but all too often the data analysis and interpretation itself is left entirely to humans, with our limited capacity for processing large amounts of information. Also, it’s not possible to effectively exploit even the most basic historical data in practice unless the organisation’s procurement systems and processes have been digitised, and an adequate amount of historical data accumulated.

            Emerging technologies assist knowledge management in multiple ways

            When artificial intelligence (AI) is mentioned, often the first thing that comes to mind is robots making decisions on our behalf or undertaking roles previously performed by humans. Indeed, it has been predicted that robots are likely to replace many service-sector jobs, among other things. However, it’s worth remembering that predictions are based on assumptions of what might happen in terms of advances in AI and it’s challenging to predict the pace at which these advances would take place.  

            In the short term, the situation looks less exciting. At the moment, the most significant strength of AI is its ability to handle huge amounts of data from various sources and to establish links among different factors. Another remarkable aspect of AI is the speed at which it is able to identify and produce text, sound and image. As it stands, AI is best suited for optimising existing processes and behavioural models on which an organisation already has plenty of high-quality data.  

            AI helps manage, cultivate and discover procurement knowledge

            AI and its various applications, especially robotic process automation (RPA), can significantly speed up data collection and assembly. In addition to the information that’s entered into the system and generated during the daily procurement activities, RPA is also able to cultivate new information. Useful information can be gathered about various relevant factors, such as the market, operating environments, pricing, currency fluctuations, any changes to contracts or suppliers, as well as other operators or events within the same business sector.

            With the help of automation, the data can be assembled, categorised according to context, and merged and stored without human interference.  As a result, the process of data discovery will be significantly quicker and more straightforward. Technology can also be harnessed to keep different levels of management up-to-date with the latest information regarding, for example, various organisational units, or changes to contracts or consignments. As a result, management will always have access to real-time knowledge of any breaches of contract or disruptions in the supply chain. 

            Diagnostic analytics explains why something happened

            The next level of knowledge management is reached when technology is exploited to help understand the causes of events and certain behaviours. Diagnostic analytics examines data or content to answer the question ‘Why did this happen?’. When there is a better understanding of what happened, information can be used to find and detect a variety of recurring formulas and patterns, which help control and redirect operations more accurately.

            For example, if the same suppliers always succeed or fail to fulfil the terms and conditions of specific product categories, the valuable information provided by diagnostic analytics can help target investment toward the most reliable suppliers. Similarly, understanding the changes in supply and demand, under certain conditions in different product categories, will help schedule the procurement process more efficiently. Diverse procurement procedures and market fluctuations have an impact on the price level of bids, but by analysing trends and past events, it is possible to get both the procedure and the timing right.

            Predictive analytics explains whats going to happen

            Any organisation wishing to succeed needs to have foresight. Predictive analytics is a level up from analysing the past, as the focus is on developing and automating forecasts and probabilities based on current events. Those in charge of procurement can use the knowledge to predict and prepare for various outcomes and direct their actions accordingly. 

            Once the analytics has discovered why something happened, it will be able to draw conclusions and predictions about what is going to happen next. As an example, it’s possible to predict that when certain changes occur on the market, certain suppliers will perform better (or worse) in relation to certain contractual terms, or if the price or availability of a certain product category is projected to reduce.

            Prescriptive analytics explains what should be happening

            A high level of procurement knowledge management is achieved when technology can be employed to tell what should be done next. AI and its various applications can efficiently simulate human behaviour and learn to make draft measures and proposals based on predictions. Even the decision-making process can be fully automated with the help of various approval stages.

            Based on facts and probability-weighted projections, the system can give recommendations to management about different areas of procurement. For example, it might be advised to avoid certain suppliers at certain times of the year due to projected shortages in supply, or to order extra goods in advance to prevent stock from being exhausted.

            Choose an experienced and competent partner

            AI is a very useful tool for optimising performance and streamlining processes where the cost of human error can be high. In order to make the best use of technology in procurement knowledge management, it’s essential to be able to identify and collect the type of data that matters most to your organisation. Since the projections and recommendations are based on existing data, the sooner the process of data collection and storage in your organisation commences, the better.

            John Rossman, managing partner at Rosman Partners, explores the concept of digital transformation and his book Think Like Amazon. With…

            John Rossman, managing partner at Rosman Partners, explores the concept of digital transformation and his book Think Like Amazon. With companies constantly referring to the Amazon effect, John calls upon his time working with Amazon to lay out 50 and a half ideas that businesses and organizations should consider as they look to transform their operations, embrace innovation, and enter the next era of business. By Dale Benton

            Talk us through your career and your work with Amazon  

            In the 2000s, I had the opportunity to be a leader at Amazon. I got to launch the Marketplace business at Amazon so that’s third-party selling at Amazon.com. Today that’s 58% of all units shipped and sold are through that platform. And then I also ran the enterprise business where we ran other large retailers’ e-commerce infrastructure for them. That included target.com, ToysRUs, Marks & Spencer in the UK, and a number of other great brands.  I left Amazon in late 2005 and got into consulting, where I started to see the impact of all the strategies and tools and approaches we took at Amazon to get the types of results we did. I started to use those with my clients. Several years after I left, one of my clients at the Bill and Melinda Gates Foundation came to me and said, “John, I’ve seen how you put the little anecdotes and manoeuvres from Amazon into our business. It’s very impactful. I think you ought to write a book about it.” That’s what really started me down the path of writing the books. So, today I do a number of keynote speaking and advisory work where I work with leadership teams over a long period of time as an advisor to their team, and help others figure out their digital strategy. That’s been my career arc.

            We hear about the Amazon effect, but you’ve been on the inside of that, can you give us your perspective?   

            I mean I was there from early 2002 through to late 2005. It was a fascinating period at Amazon because that’s really when we started to develop the strategy of Amazon really being two types of businesses. One is a retailer, and the other is a platform company, and a platform company builds core capabilities that both Amazon and the retailer could use as well as third parties. So, we started to get super clear and work through our leadership principles, our approaches for how to operate as a platform company. It completely changed the way that I think about problem solving and about situations, and opportunities. I didn’t develop all of these techniques. I just paid attention in class, and it was really then through my repeated practice of inserting them into my client’s business at the appropriate point with the appropriate approach that really inspired me to write, Think Like Amazon, 50 and A Half Ideas To Become A Digital Leader. That was really my inspiration for the book; to pass on to others what all the little moves are that you can take from Amazon and put them into your business to help make change happen.  

            What does it mean to digitally transform? You’ve described it in your book as an introduction to mission impossible  

            I think part of the essence of being digital or digital transformation, is there are lots of good definitions. There’s no one right one. I believe that being digital is really the combination of two, what sounded like athletic attributes, but they’re really organisational attributes, which are speed and agility. So, if you think of what speed is, speed is about being able to do a repetitive motion extremely efficiently and extremely predictably. That’s really operational excellence, right? So on the one hand, being digital is about operational excellence in the relentless pursuit for driving out inefficiencies in the business, and for perfecting the customer experience. The other attribute of a digital organisation is agility, and agility is really the ability to both sense and make change happen, right? And that’s both small change and big change. So really, that’s the ability for an organisation to innovate within itself, right? So, it’s really that combination of speed and agility, operational excellence and systematic innovation that really makes a digital company. A lot of what I work with teams on, and speak to audiences about relates to being deliberate, right? In both your operational excellence and your innovation.  Every leader would say that being innovative is critical to the success of their company going forward, but 95% actually don’t have a systematic approach for how that happens. It happens on an accidental or one-by-one basis. So much of the framing of this book and the ideas from Amazon are how to be planful and systematic in both your operational excellence and your innovation.

            Is there a challenge of balancing the need to perform while transforming?  

            This isn’t about pausing what you’re doing now, but it really does set the basis. In fact, the first idea in the book is reset your clocks. Your journeys will not be a short or straight line. If I think about what’s the understated secret of Amazon’s success? Right? It’s a 25-year-old company now. There were the first 15 years of; it was struggling to survive and to make a name and a brand. It’s really just the past 10 years that this vortex of an organisation has come into being. So patience is, I think, an underlying and underappreciated skill set of leadership and management and boards. Amazon has forestalled and pushed out profitability in order to build the infrastructure, and to do these experiments, and to build their business, they’ve pushed out profitability. I think it is that addiction to quarterly profit results that creates the challenges in both being able to reinvent your business and deliver those quarterly results. Sometimes part of the journey is about reshaping how you’re taking profits and investing it into the business. You do have to invest in the business if you truly want to transform, and it’s not a predictable path, and it is certainly a long path. So, it’s almost irreconcilable to say, “I want to have fast transformation results,” right? Those things are almost irreconcilable. It’s oxymoronic in nature.  

            Is there still inherent risk averseness towards technology?  

            I think it’s actually because the technology is becoming simpler and easier to operate. Because the obvious need to innovate is becoming higher and everything, what’s being pushed to the forefront is a company’s capability of managing change. This gets to a big essence of the book, and in particular idea nine is called making the elephant dance: portfolio strategy and governance for innovation. It gets back to that observation which is most companies don’t have a deliberate systematic approach for innovation. This idea is just about one aspect of that systematic approach for innovation, which is about a portfolio strategy.  A portfolio strategy just helps to understand and outline where are your investments going, and what type of risk versus return are you expecting across those. What most companies are good at is low risk, low reward types of projects and investments, right? Basically, if we execute well, we should have a return, but these are things that are not game changing types of endeavours. What most companies are not good at is the high risk, high reward types of investments, and this is really where you need to think big but bet small. You need to make these types of high risk, high reward investments as nimble and small and hypothesis-driven as possible.  But just simply having a portfolio understanding of your investments is one key element for really understanding how am I making deliberate change in the organisation. And as your question tees up, technology is rarely the key challenge. The key challenge is in how we envision the future, how we run change initiatives in our organization, not just the technology component but the business model component, and the organizational change components to it, and the ecosystem and stakeholder management component to that. And those tend to be the things that get in the way of innovation.

            With transformation comes a rebuilding of existing cultures and mindsets, what challenges does this present? 

            Idea number three is called move forward to get back to day one: change the culture of status quo. It really is about the essential awakening that leaders need, which is: are we playing offense? Are we about creating the future or are we about defence, and maintaining the status quo? Bezos frames this up by his quick little saying around we are a day one company. In one of his recent shareholder letters, he talks about what’s it mean to be a day one company versus a day two company?  If you are a day two company, meaning you’re probably healthy, you’ve been around for a while, but you’re struggling with innovation and reinventing yourself, and you see some competitive threats coming from non-traditional competitors. He gives some advice relative to creating a day one culture, and some of that advice is about don’t manage through proxy.  Proxy is those abstraction mechanisms that we put in place to help manage the business. Things like surveys and abstracted metrics. The key way to get away from that is understand the exact customer experience, have transactional metrics, and set a high bar relative to the perfect order, the perfect customer experience versus looking at it in an aggregate, and really about making sure that you’re dedicating time to work in the future.  As a leadership team, we probably need to be more deliberate about working in the future. It’s amazing because people are not systematic about it. People and leaders hesitate to put time into actually working in the future. So, many of the ideas are about, ‘Whoa, what are the things I do to actually work in the future?’  

            What advice would you give to a company embarking on a digital transformation?

            At the end of the day, it’s really about not the organisation transforming around me, but it’s about, well, what am I personally willing to do differently? What am I willing to learn? How am I willing to take on new practices, spend my time differently, prioritise my business results and my schedule, and my hiring practices too? What are you willing to do differently? What changes are you willing to take out of this and make happen as part of your personal habits?

            Becki Hyde, Practice Lead, Agile Practice Leadership Enablement and Sean Olszewski, Practice Lead for Agile Practice Leadership Enablement, Pivotal Software…

            Becki Hyde, Practice Lead, Agile Practice Leadership Enablement and Sean Olszewski, Practice Lead for Agile Practice Leadership Enablement, Pivotal Software

            The benefits of a successful digital transformation project will manifest across entire organisational structures: teams make and act upon decisions faster than they have in the past, products and services are being delivered to users faster, employee morale is on the rise, operational costs are decreasing, and legacy systems are being upgraded or retired far quicker than many in the business can keep pace with. However, once change gets into full swing, it’s typical to see some employees begin to question their roles in the company, or whether they want to remain at the company at all. Things are changing fast—technologies, processes, expectations—and that can make for a difficult adjustment. Understanding why employees feel the way they do is crucial–not just to keep great people, but as a gauge to understand if the business is transforming in the right way.

            There are different types of people within an organisation that are at risk of becoming alienated or otherwise unhappy during transformation periods. Here are some traits to look out for and some advice for keeping those people not just around, but also happy.

            1. Frustrated converts

            The frustrated convert gets exposure to a new way of working and is then forced to go back to the old way – to what is often perceived as cumbersome process, wasted time, dead ends, and a lack of autonomy. These blockers often occur due to senior leadership being bought into an effort but failing to cascade the intent and importance of this to middle management. Because of this breakdown in communication, middle management doesn’t allow individual contributors the flexibility they need to deliver effectively, creating frustration and ultimately causing them to leave.

            To prevent turnover of otherwise engaged and excited employees, work toward support for the change at all levels of your organisation and provide air cover until that is achieved. Having one or two key allies at the manager, director, and vice president levels goes a long way toward preventing converts from ever becoming frustrated. By knowing they have direct leadership support, employees will be able to weather the challenges of introducing change for much longer than if they feel they are doing it alone.

            1. High achievers

            High achievers are employees who thrive in an agile environment, becoming so effective at what they do that they begin to be courted by other companies, or seek promotion opportunities elsewhere. Time and time again, we see this issue come up as companies undergo change, and the strongest way to combat it is to have a strong, protected culture of learning, with a fair and competitive compensation structure.

            But supporting high achievers isn’t just about salary and benefits. The most engaged and motivated participants in change can become disengaged if they aren’t given opportunities that align to their interests and professional development – and have a measurable impact on the business. After seeing success on their teams, some employees naturally want to spread the principles and practices they’ve become so passionate about. This gives them an opportunity to grow professionally, and to have a larger positive influence on company culture.

            1. Opt-outs

            When people are asked to change the way they work, some will self-select out. This is especially likely in companies where employees stay in roles long-term and develop well-understood processes over years of experience. Opt-outs don’t like or aren’t convinced of how effective this new way of working will be. It’s not uncommon for people to have seen many attempts at changing their enterprise and are therefore sceptical of further change.

            As you introduce change, think ahead to how you can support these potential opt-outs. Opt-outs are normally better suited for work which isn’t related to the company’s digital transformation efforts, therefore change may in fact represent an opportunity to become involved in other areas of the business. They can however prove to be effective advisors in their area of expertise, or perhaps there are other teams in the company that could benefit from their experience and knowledge. Regardless, if you don’t consider these employees’ concerns and manage their transitions, they can poison others who are interested – but nervous about the change.

            1. Graduates

            Some of your best team members will get promoted, perhaps onto a different team or into a new business unit. On the surface this is good news, however, if people leave early, or several leave in quick succession, the team leading the change may struggle to maintain maturity and momentum in their absence.

            Because it is important to keep teams intact until there are people ready to backfill leadership roles, start succession-planning early — even down to the individual team level. While you can encourage people to stay in place for a period of time by providing them with interesting work and fair compensation, preparing for the future early ensures your efforts won’t stall out. When you are ready for people to move on, consider planning for graduates to seed new teams in pairs or small groups, so that they can support one another and have greater influence on others.

            Final thoughts

            While high turnover feels alarming, it can be a good sign. It’s evidence that you’re effecting change. Instead of feeling powerless, proactively preparing for and guiding changes in staffing can keep your transformation on track. While you may not prevent people from leaving, you can learn valuable lessons from the reasons they leave, which you can then leverage into actionable insights that help you on your journey.

            Jay Weintraub, founder and CEO of InsureTech Connect explores the digital transformation of insurance, and what makes InsureTech Connect the…

            Jay Weintraub, founder and CEO of InsureTech Connect explores the digital transformation of insurance, and what makes InsureTech Connect the largest, most focused and relevant gathering of insurance industry executives, entrepreneurs and investors in the world. By Dale Benton

            Walk us through your career journey and how you find yourself as Founder and CEO of InsureTech Connect?

            In 2008, I launched an event series for a subset of the Internet advertising space, and it was there that I first got exposed to the world of insurance. Towards the end of 2015, I met Caribou Honig, who was a fintech VC in search of an InsureTech conference, and that meeting could have gone really poorly or really well, and I’m happy to say that it went really, really well.

            What is InsureTech Connect?

            We are the world’s largest event that discusses the digital transformation happening in the world of insurance. Insurance is one of these remarkable worlds. It’s worth trillions of dollars in annual premiums, it connects our lives, it enables us to do everything that we do at this moment and yet it’s something that is sort of invisible and behind the scenes. In the last four years, the world of insurance has seen, this groundswell of activity by entrepreneurs who are looking at this big world and saying, ‘Wait a second, why does it work the way that it does? There has to be a better way.” It is these entrepreneurs, the investors that fund them and the global incumbent insurance companies that all gather at InsureTech Connect in Las Vegas.

            As technology has become more advanced, how are the conversations surrounding tech, different today than they were say, 10 years ago?

            It’s amazing how much the conversation has remained the same, it’s the channels that are different. When we think about customer acquisition, there are certainly going to be broad shifts in how companies acquire customers as the access to channels. We must remember, the core of having a great product that appeals to people may change, but it’s the core of having something worth telling that really hasn’t changed.

            Is there a challenge in understanding, and defining, what digital and digital transformation means to business?

            It’s both a challenge and opportunity and it is what makes being in InsureTech such a fun place to be because is it talking about product lines. How do we use insurance in a new way? How do we take a classic product, break it into a way that is better and necessary but also helps consumers? Digital transformation is going to depend on what product line you’re in, what part of the value chain you’re in and what technologies you think can actually help you serve your customers better. There’s an immense amount of parallel transformation taking place.

            What do you feel are some of the key barriers faced by insurance, in embracing innovation?

            I would love for the answer to be technology. If we think about in the early 2000s when e-commerce was becoming a thing and people knew that they wanted to buy online, it still took 15 years before it became mainstream, and that was a technology issue. It was because mobile phones weren’t computers, there wasn’t connectivity, the cloud computing didn’t exist, so the ubiquity of what could be done wasn’t actually there. Today, we have consumers that want things and we have technology that gets it to them. It’s a fundamental culture change in a lot of cases, and insurance has been more incremental in nature. It’s an industry that is hundreds of years old and thinks in terms of hundreds of years versus any short-term trend.

            How do companies stay on top of the new consumer demands so as not to fall behind competitors?

            We have a couple of assumptions. We are assuming that over time, if it can be sold online, it will be. We assume over time that everything will be sold and written directly. The challenge for any business is, what is that time horizon? Personal lines are vastly consumed both directly and digitally, but commercial lines will one day be far more direct than they are. It’s why small commercial concerns are such a hotbed of innovation.

            You think about the next generation of small business owner, it’s going to be somebody that has grown up with a phone, and so when they look to purchase their insurance, they’re going to want to start digitally versus maybe how the previous generation turned to an individual. When we’re looking at insurance, it’s about locating the pain point? Is the product going to be sold digitally no matter what? Or is it something that is still going to be sold through an individual, most likely with an advisor. How do you enable that advisor to do their job better?

            How difficult is it to balance, move forward and embrace this next generation without turning your back on the existing previous generations?

            I don’t think it’s a pure split. I think everybody wants to speak on the phone at a certain time, and I would say that there’s an ever-growing comfort with people who are happy to speak on the phone or not speak on the phone. We look at Facebook, right? It went from being students only, to almost getting a backlash for it becoming the playground of the parents and grandparents, and it shows the comfort of people engaging with a mobile phone as a device for consuming and inputting information.

            I think about chatbots and other forms of conversational AI, and it’s a case of understanding how it helps you to make the experience better versus looking at it as just a, ‘Oh the young kids, they want to engage with their phone.’ We have to say, what does it help us do better, faster, and at scale? We have to look at these things for very specific performance enhancers and then always have an escalation process knowing that if there’s a certain level of complexity, if there’s a certain level of frustration, if there’s nuance, then there’s a trigger for people to always speak to a human. People can be guilty of looking at tech as the box that everything fits into. It’s like a hammer in search of a nail. Well let’s make it a box for everything, and we see it ultimately leads to poor outcomes.

            How do you work to ensure that InsureTech Connect is relevant to the discussions of today in a time of never-ending disruption?

            What is our role? Our role is to convene. When we think about the goal of insurance, both to enable people to live and take risks and to get people back to a pre-loss state faster, our hope is to always keep an eye on what’s happening and look at how we reduce the coverage gaps and say, what is actually making a difference? Who is actually making a difference? How do we make sure they get enough time on stage? And more importantly, how do we enable the attendees, via technology, to connect with each other so that start-ups meet an investor they might not have?

            What can organisations, and the industry as a whole, be doing now to open the door to the next generation of skilled workers that’ll be able to continue to innovate and continue to operate in these new and exciting times?

            It’s one of those great questions that has horrible answers because the businesses operate at scale. It’s about repeatable process and it’s about having the data and then acting. What we’re talking about now is, no one knows the data. We wouldn’t have guessed 5 years ago that having somebody who was really good with a mobile phone and understood Instagram could be a person that is immensely valuable to the largest organisations, and yet today, you think about some of these competencies… People are saying, ‘Oh, we want you to know how to use social because having our 10,000 employees engaged in social is actually one of the best ways for us to get seen and get noticed.’ But a lot of these skill sets we have are not obvious until they’re obvious.

            The best thing is to look at the younger generation and at how they engage. Study them as consumers first, as this is how they consume and then look to understand what that means, every five or 10 years. The hardest part is we can oftentimes see where the future’s heading, but we don’t know how long it’s going to take. There’s a real discipline that says, how do we separate out some of these new skill sets, new future activities, how do we stay on top of it, without trying to either shift the entire organisation or treat it as something that is not that important today.

            What would you say is key to remaining successful in this time of opportunity and challenge?

            Never underestimate the power of relationships, because it’s the people who are ultimately the ones that are creating the next thing and the closer you are to the creators, the closer you are to the ecosystem itself. I think it is also being calm; you have to be calm and stop listening to the noise as much. We think about the companies that have dramatically changed our lives. I think about some of the big tech companies: Google, Amazon, Facebook, Apple. There are thousands upon thousands of start-ups that are doing interesting things, but the number of them that are going to ultimately change the way we do business are slow in their growth, in a way, before they fully change us.

            Be a little patient and learn about ecosystems and make sure that you have at least someone or a team that is comfortable with these new platforms, so that when one of them becomes dominant like Facebook or Apple there’s at least some embedded knowledge about how these things work. Listen, but don’t overreact. Be patient. There’s usually always time, even though it doesn’t feel like it in the get-go.

            https://insuretechconnect.com/
            https://www.facebook.com/insuretechconnect/

            Ian Moyse, EMEA Sales Director at Natterbox Limited outlines one of the most important skill sets in the modern age:…

            Ian Moyse, EMEA Sales Director at Natterbox Limited outlines one of the most important skill sets in the modern age: the need for acceptance and receptiveness of innovation and digitisation. The ability to be agile as a technology professional… By Dale Benton

            How important is it to stay on top of, and to understand, both the speed of change and the increasing demands on modern technology?

            One of the skill sets, and not just in sales or working in the tech sector, but across a lot of roles today, is the capability to be agile. Humans have this propensity to change and adapt. Otherwise, we wouldn’t be here today, right? But you’ve got to be willing to do that. A valuable skill today is acceptance and receptiveness and the ability to change, and change again, and again. We’re seeing less and less of doing the same thing day in, day out, for 30 years or so.

            So, what exactly is Natterbox?

            Natterbox has built, from the ground up, a cloud telephony system, which was called VoIP. The real unique thing is we’ve built the system fully inside Salesforce. We’re the most integrated telephony platform for the Salesforce platforms, whether it is service cloud, sales cloud, force.com etc., on the planet. You could say it’s a niche market, but it’s a very big niche market, enabling customers who have invested in Salesforce to also put their telephony in the cloud, and put the two together. It’s using data that you have about customers, whether it’s opportunities, cases, support, tickets, to improve and transform both your customer and your agent’s experience with telephony. To do things that you couldn’t do with old technology, and old telephony systems. Simple example, if you phone in and you had a ticket with a customer yesterday and they didn’t call you back, how transformational would it be if when you phoned them, if the phone system dynamically recognised your number, had looked you up in their system and went, “Hi Ian, thanks for calling this morning. We detect, we didn’t call you back on that ticket yesterday, if that’s what you’re calling about, press one, and we will escalate you to the right person quickly. Two, for our normal menu.”

            We’re using live relevant data about the customer to personalize and transform their experience over the phone. Exactly like you’ve seen on websites for years, where you go to a website, it remembers who you are from a cookie, and starts to personalize your experience and treat you differently. We believe you should be doing that on the phone, and that’s the capability we give to customers.

            Can you explore the technology that sits at the very heart of that?

            We’ve seen some players try and do this by buying components, underlying components in, but we wanted to own the stack because if you’re going to do this stuff, it’s obviously important to you.You can’t do this stuff and do half a job, it’s got to be extremely resilient, because you’re setting the customer expectation, you’re setting the bar high and you’d better deliver. We architected this ourselves, and we chose Salesforce purely because we wanted to be the master of one and do it well. We decided we are going to do this to the extreme we believe the market needs. 

            Everything behind this has to use efficient, speedy cloud systems, because it’s real time. You have a conversation, you have an electronic voice, you want it to sound as human as possible, and it needs to be instantaneous. The customer isn’t going to wait two or three seconds as you would on websites. Our expectations are set high. It is extremely complex under the covers, but one of our goals we achieved was to make it easier for customers, to hide all the complexity in the back end, and give them an interface where they can configure this, and manage it very quickly themselves. So if they want to make a change, it’s real time. Make the change and it’s live across your whole phone system.

            Data is key to what you do, but how do you ensure that data is governed?

            If you look at the press today, in the past number of weeks, at the point we’re speaking now, we have seen some of the impact of data breaches like we’ve never seen before. The consequence used to be, A, we wouldn’t always necessarily hear about the story and B, the impact and cost of that business was reduced; it didn’t get much news. It was, “there’s been a breach”. If you heard about it, great, but it has diminished quite quickly. Today we live in a different world. The rules have changed.

            We’ve seen these large businesses now, they’re getting fines in the hundreds of millions. So the penalty should have been there before. I don’t think the threats are getting worse. They’re getting different, but the threats have been there for years. If you’ve got data, it is an incredibly valuable asset. When I speak at schools, it’s always interesting. A question that’s come up a few times is, “Facebook and these, how do they make money?” Because they see these platforms, that they recognize cost money to build and run. “How do they make money?” The money isn’t in the membership fees, it isn’t in the logins. It’s in the data they get, what they know about us, how they can market to us and sell us… We’re their commodity, we’re their product.

            With technology continuously evolving, how can companies like Natterbox be ready for the next wave of digital transformation?

            What I say to people is, what is your business? What is the product or service you sell? What’s the dynamic of your customer? Now if you’re a hairdresser cutting hair, you physically have to cut hair. So unless some incredible robot comes along in the future, that’s going to continue. It’s understanding what your business is, and what the persona of your customers are and how are they wanting to interact with you? It depends on generation as well. Millennials have been born into a world where social media has always been there, and all this tech we’re seeing, and Amazon, and apps on your phone for ordering is taken for granted. I would argue, however, all of us that haven’t come from that generation have probably been dragged into it anyway, and we take it for granted as well.

            Our expectation bars have been set to a peaked level. The problem for any business that isn’t in that born in the cloud model, is that the customer expects the same of you, because someone else has raised the bar. And that’s why we’ve seen the likes of Blockbuster Video fall foul of Netflix and Amazon’s LoveFilm as was. There’s nothing wrong with Blockbuster, we’re hiring a video. But someone came along and presented a faster, quicker, slicker, more flexible model. It changed the dynamic of how the customer engaged or bought that product or service.

            If you’re in a market that can be transformed, or you’ve got someone coming into it, you need to start now. You need to be the ones doing it, not waiting for someone else to transform you, and then you’re on the defensive. It’s harder for you as a legacy business to transform than it is for a newcomer. A new business will buy everything in the cloud. They’ll buy all the new technology, and apply processes that fit the new world that we’re now in, and the new buyer dynamic, and the new customer persona, and the new tech world we live in. Because they can.

            If you’re in a business, forget what you do today. Go in a room with the people who understand the history of your business, or the dynamic of your market. Whiteboard, spend a couple of hours with some coffee and donuts, and just chat through. If we were starting this company again today, what would we do? Imagine that your company does not exist. You have all left and gone to a start-up. You’re going to start a competitor. What would you do? You would not build what you built historically.

            The reason you did that is because it was the world you were in at the time you built it. So there’s nothing wrong with what you did. It’s the nature of the beast. But today, you would do it differently. And that’s how your mindset needs to start. Then you work backwards to, “Okay, so how do we get there? What, what’s the easy win? Is there anything of these 20 ideas we’ve come up with, where we can start to … This year we could do three of them?” That’ll be hard in itself. Right? But we can start to move along the journey of trying to move towards that. Because we’ve all agreed if we started the business today, that’s what we’d do to beat our own company. If you can think of it, someone else can as well, and someone else can do it, and they can potentially do it quite quickly.

            By Alistair Sergeant, CEO, Purple Consultancy Businesses are increasingly having to create and modify their organisational capabilities to adapt and keep…

            By Alistair Sergeant, CEO, Purple Consultancy

            Businesses are increasingly having to create and modify their organisational capabilities to adapt and keep up with the ever changing and evolving digital technology which surrounds them. 

            For many, their digital projects are failing; the speed of digital transformation is alienating the essential human interaction and cultural change required to make the projects a success.

            Bring back the humans

            According to the latest statistics, 88% of digital transformation projects fail and there is a reason for that.

            The speed of digital change is something that no business can ignore but most try relentlessly and largely unsuccessfully to keep up with. We are surrounded with disruptive business models coming to market with new technology rapidly changing and it is easy to get so wrapped up by technology that we forget to consider that without the human element, the transformation process will fail. 

            This rapid change has resulted in a serious skills gap from a business and technology prospective for most UK organisations. As a result, both large corporations and SMEs UK wide are not as agile as they should be, not only affecting growth, but also impacting customer experience and employee engagement.

            We know that (most) cars, no matter how technologically advanced they are, need a human to drive them and this is just the same when implementing digital change in your business.

            Meaningful change starts with people, not technology. Your team needs to adapt to keep up with the pace by making changes to the way they have worked in the past but none of this can work successfully unless we encourage a chance in culture.

            The role of the leader

            To implement an effective digital transformation strategy, leadership is not only vital but critical for success. In so many cases, those implementing the strategy haven’t taken the time to understand what needs to be changed, what the strategy should aim to deliver and when, and more importantly how to correctly communicate change with staff or other company stakeholders.

            It’s time to remove the digital-first approach as this method requires your entire team to buy in to it and almost forces them into a corner. To work on a new team culture in the business, which encourages your staff to embrace the changes and understand the reason for the changes, takes time. As a digital leader you need to guide and support your employees, encourage them and give them time to grow with the transformation process. 

            Understanding how they work, how they think and playing to their strengths is time consuming but will ultimately help to grow your successful ‘human-first’ approach.

            Get to know your customers

            Customers are human too. They are not just numbers on a sheet. It is vital you get to know them, get to the bottom of what they like, what they want and also what they don’t want. You are aiming to promote a human-centric approach so that you give them the solutions they actually want and not what you assume they want. 

            You can maximise the success of your product or brand by taking the time to get to know who your target market is and allowing them to see that there are humans behind the brand who actually care about what they want and are prepared to talk to them and listen to them. 

            No matter how advanced technology is becoming, in certain situations there is simply no replacement for the human touch. Empathy plays a large part in positive company and team growth as well as social skills, the power of persuasion and negotiation, and these are all done better by humans and is what your customers will relate to.

            Be patient

            Building a system within your business, where humans and technology can work together with more of a balance, is where successful digital transformation will be most successful. One can’t work without the other but in your quest to beat off the competition, don’t overlook the heart of your business, which is the human element and ensure you invest as much in them as the technology you use. Take time to let a new company culture evolve and ensure that your employees understand the new structure and most importantly your vision as you are the ‘human’ who is implanting the change.

            Welcome to a packed August issue of Interface Magazine! This month’s exclusive cover story is with a telecommunications giant. We…

            Welcome to a packed August issue of Interface Magazine!

            This month’s exclusive cover story is with a telecommunications giant. We caught up with Verizon Consumer Group’s Executive Director of Sales Experience John Walker to discuss the telco’s transformation of its customer journey…

            Read the latest issue!

            The largest wireless provider in the US, Verizon, with its 4G LTE network, covers approximately 98% of the States. The company has transformed its customer journey, while boosting revenue in the process, in an omni-channel offering that has reshaped its sales strategy.

            Verizon Consumer Group’s Executive Director of Sales Experience across those channels is John Walker and it’s his job to examine the shopping path and the process of shopping in a bid to provide a greater experience for both the customer and the sales team. “We’re moving on,” Walker explains, “from having a channel-focused distribution strategy to a customer-journey focused one. It’s a big change…”

            We also speak to Neil Williams, Director of IT and Digital Transformation at the University of Derby, who has overseen massive changes at this progressive tech powerhouse. Plus, we have an exclusive interview with Frank Konieczny, CTO at the US Air Force and Borislav Tadic, Vice President BMS & Transformation DRC at Deutsche Telekom.

            All the best tech events and conferences are also listed, as are the Top 5 companies deploying blockchain.

            Enjoy the issue!

            Andrew Woods

            By Lee Metters, Group Business Development Director, Domino, “Get closer than ever to your customers. So close, in fact, that you…

            By Lee Metters, Group Business Development Director, Domino,

            “Get closer than ever to your customers. So close, in fact, that you tell them what they need well before they realise it themselves.” Steve Jobs

            Every brand aspires to get close to its customers to understand what makes them tick. Those that succeed invariably deliver better experiences that inspire long-term loyalty. Today, the world’s biggest brands know us so well they’re able to personalise their marketing to match our individual tastes and behaviours. When Netflix recommends you try Better Call Saul, it’s because it knows you binge-watched Breaking Bad. The personal approach works; whether it’s a Netflix notification or a ‘programmatic playlist’ from Spotify, targeted recommendations – informed by deep learning and vast data – hugely influence the content we stream. Steve Jobs was right: successful brands get so close to their customers, they can tell them what they need long before they know they need it. And we all keep coming back.

            However, not all brands are as fortunate as the digital disruptors. How do you get close to your customer when your brand isn’t an online service that’s routinely capturing user data? If you’re marketing a physical entity – a food, a toy, a designer handbag or a male grooming kit – how do you even know who your customers are (let alone what they need) when complex supply chains inevitably separate you from your end-user? How can you add brand value when you can’t build a direct relationship with your customer or lay the foundation for long-term engagement? The answer is: you can. In fact, as Lee Metters, Group Business Development Director, Domino, examines, with the advent of simple, affordable technology, you can do it quickly, easily, and cost-effectively. 

            New opportunities

            A convergence of factors is creating new opportunities for marketers to transform the way they manage their brands through the consumer lifecycle. The availability of personalised barcodes combined with the ability of smartphones to read them, has reinvented consumer behaviours, with shoppers increasingly scanning product barcodes to discover more about the brands they buy. However, until recently, the absence of standardised coding meant that brands needed to create proprietary apps to deliver their value-added features, relying on customers’ willingness to download ‘yet another app’ in a world of app fatigue.

            The introduction of GS1 Digital Link barcodes, which provide a standards-based structure for barcoding data, has removed this need for product-specific apps. It’s opened up the potential for marketing innovation – such as digitally activated campaigns that can transform a product into an owned media channel – enhancing the brand experience and building stronger connections with customers. This key development has been assisted by the emergence of advanced coding and marking systems that are helping brands include more information on every product, allowing them to personalise customer experiences at speed and scale.

            With customer intimacy considered a key driver of commercial success, personalised coding and marking can help brands achieve the Holy Grail of getting closer to their customers. What’s more, it provides a platform for value-added innovation that builds engagement, trust, and long-term brand loyalty. The potential applications are exciting and wide-ranging. 

            Internet of Products

            Digital innovation is not limited to online brands – practically every product can form part of a connected and accessible online ecosystem. An internet of products. In its simplest form, personalised barcoding can provide a gateway to online content – user manuals, product details, blogs, communities, and customer support – that enhances the brand experience. However, beyond the basics, the opportunities for compelling customer engagement go much further. Leading brands are using QR codes to trigger anything from loyalty schemes and competitions to gamification and immersive brand experiences. Progressive brands are using barcodes to create innovative gifting solutions – allowing customers to record personal video messages to accompany their presents, giving their loved ones a more memorable experience.

            The potential for innovation is significant – and the rewards are too. For example, in Germany, Coca-Cola used barcoding on cans and bottles to engage directly with consumers, with a simple scan connecting customers with ‘in the moment’ mobile experiences. The digitally activated campaign allowed Coca-Cola to transform its products into an owned media channel, captivating customers with personalised content, incentives, and competitions that generated unprecedented brand engagement. The campaign has subsequently been rolled out across 28 markets in Europe and North America.

            Provenance and authenticity

            Serialisation, first introduced to safeguard the medicines supply chain against the plague of counterfeit drugs, is now being widely applied across many industries – allowing brand owners and customers to track and trace products and determine their authenticity. This is a significant value-add in sectors like food, where discerning consumers are increasingly interested in the provenance of produce, and the journey foods make from farm to fork. With carbon footprint and other environmental issues now a key influence on consumer purchases, traceability is a major value-add across most commercial industries. 

            The value of data

            Barcode innovation undoubtedly provides considerable value for consumers. With research showing that customer experience is the most competitive battleground in consumer markets, qualities such as transparency, social responsibility, and open engagement are all crucial ingredients in a trusted brand experience where personalised barcoding can help. But the value exchange isn’t all one way: marketers benefit too.

            Direct link barcodes provide a mechanism to capture a rich seam of real-time data that can help brands understand – and respond to – customers’ needs. Simple information such as user profiles, geo-location, purchase history, dates, and times can be leveraged to build a dynamic picture of individual customers, helping to inform a wide range of services and communications. This data can provide a powerful marketing platform – an organic and automated CRM – to target customers and personalise communications based on identifiable preferences and behaviours.

            Marketers can understand customers’ buying cycles to trigger timely and relevant alerts. They can upsell products and accessories, nudge customers when warranties expire, or past purchases are getting old and tired. And just like Netflix, they can recommend new products that customers will love – long before they know they need them.

            Cracking the code

            The emergence of GS1 Direct Link barcodes – and the smart technologies that support them – is transforming the retail experience, helping consumers find out more about the products they buy and bringing brands much closer to customers. As the High Street battles tough economic conditions and the rise of digital disruptors, the successful brands of tomorrow will be those that exploit the creative opportunity of personalised barcoding and deploy advanced coding and marking systems that make the magic happen.

            It’s time to crack the code.

            By Sander Van de Rijdt of PlanRadar The recent Maze Group report outlines that if the UK’s 237,000 adults’ nurses…

            By Sander Van de Rijdt of PlanRadar

            The recent Maze Group report outlines that if the UK’s 237,000 adults’ nurses in acute, elderly and general care were to work in innovative productivity-enhancing hospitals, they would gain back a total of 25 million hours of time back every year. This equates to adding 13,500 full-time nurses to the NHS workforce. This is due to the current hospital facilities hindering optimum productivity. The report outlines that four in 10 public sector workers stated that they were unproductive for more than two hours every working week because of their workplace environment

            The NHS is a recurrent issue in the UK, shown by its centrality to the Brexit campaigns and the current conservative leadership election.  However, the NHS is facing severe staff shortages, and resources to fund public services are scarce. Tax rises to boost budgets are politically unattractive, but due to the UK’s increasingly ageing population, there is an urgent need to find a solution.

            One new solution now being discussed is innovative productivity. 

            At the moment, more than 95% of data on a building site is lost or not even recorded, meaning contractors are building new facilities from scratch, over and over again. New construction technology means going forward structures will be created by a standardised set of components that incorporate significant amounts of feedback from end users into the next iteration of the design. New digital blueprints can lead the construction process by ensuring collaborative access to current plans, documents, appointments, and contacts for the whole of a project team, as well as providing sight of far more of the supply chain, manufacturing process and on-site requirements from the outset. Subsequently, this means going forward hospitals can be manufactured following the same interactive blueprints. The standardization of hospitals should enable trained health care workers to perform effectively in any new facility.

            PlanRadar co-founder, Sander Van de Rijdt, believes the tech revolution finally happening in construction means ideas about how structures and buildings are built will be different in the future, designed instead around the user and optimised for how people use their spaces and environments. This revolution will change how our public services are delivered and tap into the hours of unlocked productivity in UK hospitals.

            PlanRadar is designed to tackle productivity issues. Their users already realising time savings of seven working hours per week on average, which is roughly around 18% of their working time and leads to reduced costs of up to 70%. It’s one of the new construction technologies that will be pivotal in building the next wave of innovative productivity-enhancing hospitals and improving the future delivery of the NHS.

            Alan Gibson, Senior Vice President, EMEA at Alteryx It’s no secret that data and analytics play a key part in…

            Alan Gibson, Senior Vice President, EMEA at Alteryx

            It’s no secret that data and analytics play a key part in every organisation’s digital transformation efforts. Data science has become a rapidly progressing field thanks to the crucial role it plays in understanding big data.

            Although data has become a real game-changer harnessing it is not always straightforward and many global corporations are struggling to leverage their data assets. These strategies generate an overabundance of data – and even more questions, requiring more analytics than most can possibly imagine. They also require continuous analytic breakthroughs in order to achieve a true digital transformation.

            This pressure to exploit data in new ways and the increased emphasis on digital transformation is also causing a tremendous amount of strain on organisations’ analytics teams. Although many are investing heavily in data technologies to transform their organisations, quick access to information and insights can be impossible – and many are still failing at putting this data in the hands of the business people who must make use of the insights.

            A key tactic for improving data access and providing insights involves bringing the two elements of data and data science together. For many organisations unifying these in order to drive digital transformation continues to be a challenge. Every vertical and department has a need for ingesting disparate content and performing complex analytic processes against it to drive value from the massive accumulation of ’dark data’ stored by organisations. Unlocking the value of such data through data analytics is key to guiding leaders make more informed decisions.

            One of the principal ways in which organisations can unify data and data science is by changing the status quo and developing an analytics culture across the business. Analytic teams serve as the backbone to digital transformations, but more often than not we find that analytic teams are starting from an insufficient position, attempting to innovate with legacy holdovers of analytics processes, technology and team alignments. Holding on to these relics are the biggest barriers to analytic alignment and innovation.

            Leaders focussed on digital transformation should targe both cultural and technology strategies that help to create an analytics competency to fuel digital innovation. This is no small task. With data skills in short supply and demand for data-related roles set to continue to rise within the next four to five years, this is either exciting or intimidating depending on what side of the analytic effectiveness spectrum you’re sitting!

            Linking up data insight to people with vital business knowledge is paramount to organisations wanting to make the most of data analytics. Not only will it enable the organisation to understand data analytics at every level it will also create an army of ’citizen data scientists’. Uniting departments that otherwise would have been siloed while generating more insightful and valuable analyses. Empowering these burgeoning citizen data scientists is a unique opportunity for organisations to compete in today’s digital economy. These individuals are eager to learn and develop new skills to improve their personal development and contribute to the business, but they can only be harnessed with the right enablement, support and self-service tools. What’s more, according to a survey conducted by Forbes Insights in collaboration with EY organisations which have an analytics strategy central to their overall business strategy are approximately five times more likely to achieve revenue growth and operating margin greater than 15 per cent, as compared to organisations lacking an analytics vision.

            With the hyper-focus on digital transformation, it’s important to keep it in perspective. It isn’t always about new ‘things’, it’s about new value. Harnessing the networking effect of data, people and technologies paves the way to creating a sustainable cycle of analytic innovation that drives digital transformation.

            ENDS

            Alteryx offers an end-to-end analytics platform that empowers data analysts and scientists alike to break data barriers, deliver insights, and experience the thrill of getting to the answer faster. Organisations all over the world rely on Alteryx daily to deliver actionable insights.

            By Amyn Jaffer, Head of Intelligent Automation, Ultima Most businesses now recognise they will need to embrace intelligent automation to…

            By Amyn Jaffer, Head of Intelligent Automation, Ultima

            Most businesses now recognise they will need to embrace intelligent automation to gain competitive advantage. From improving business processes and customer experience, to using ‘cobots’ to work alongside their workforce, AI offers companies huge scope to improve their business efficiency and drive innovation.

            Yet, while many companies are excited about the potential of this new technology, the very concept of AI often evokes fear of the unknown for others – especially for businesses that, understandably, don’t know where to start on their Intelligent Automation journey. As with most daunting tasks, the best approach is to take incremental steps.

            RPA: a good place to start

            An ideal first step on the road to digital transformation is the introduction of RPA (robotic process automation), which uses robots to handle high-volume, repeatable tasks that previously required humans to perform them. These tasks can include queries, calculations and maintenance of records and transactions.

            As well as being relatively simple to implement, using software robots is both affordable and effective; and the potential benefits are impressive.

            As an example, RPA can be used by HR teams to ensure each company department has the same information about every employee without the typical challenges of running multiple system records and repetitive re-entry of information. It can also be used for absence management and for processing applications, saving time for your employees to focus on more strategic work. As a second phase, organisations can then make HR information more accessible by implementing chatbots.

            Any large-scale activities or groups of repetitive tasks that draw on or feed information into multiple systems are also candidates for intelligent automation. In practice, this could mean using cognitive services such as text and sentiment analysis to process and respond to natural language text within formats such as emails, documents and live webchats. The aim is to extract data from these sources without the need for human intervention.

            One training provider which takes up to 400,000 first line calls annually is using speechbots to answer calls and leverage RPA to verify the caller. This has resulted in reduced operational expenditure in the call centre by 50% and increased efficiency.

            Similarly, cognitive services can also be used to improve business efficiency through visual recognition. One company is using this technology to tag information in photographs – a task that would take hundreds of man-hours to do, but just seconds with cognitive services.

            At Ultima, we have been using RPA technology to automate our own back-end operations and we’ve seen productivity rise by a factor of two since implementing the technology across five processes. For example, we automated our forecasting and planning tasks. Software robots collate real-time sales and marketing information and process all the information they collect during the day to produce detailed forecasts and business intelligence for the next morning. Usually this took eight to ten hours per day of staff time. As a result, the business has improved business intelligence to plan with, and staff have more time to spend on customer service and strategic thinking. 

            The next level

            Taking care of mundane tasks, RPA frees companies to explore more complex AI-based automation – using visual and cognitive intelligence that draws information from multiple sources and interprets it to deliver improved business intelligence.

            By automatically collecting and sifting through vast amounts of data and then training robots to make sense of the data by asking the data pertinent questions, businesses can start to solve the problems that have been keeping them up at night. For example, analysing customer data to establish insights into how different things affect their purchasing decisions can give real business benefits and drive innovations in how a business might supply and market its goods.

            However, before taking this next step, it’s important for any organisation to look practically at their infrastructure, workforce and security, and consider what might need to change to enable their businesses to be set on a positive path to digital transformation.

            Ready for the future

            Ultimately, we’re all likely to have a ‘virtual worker’ by our sides helping us to do our jobs, cutting out mundane, repetitive tasks and freeing us up to be more creative and focus on business goals and innovation. To reach this stage the right foundations need to be in place, and the adoption of RPA is the best place to start.

            Automated machines will collate vast amounts of data and AI systems will understand it. By coupling two different systems – one capable of automatically collecting vast amounts of data, the other that can intelligently make sense of that information – individuals and businesses will become more powerful. Take a deep breath, jump in and get ready to realis

            Welcome to the June issue of Interface Magazine! Read the latest issue now! This month’s cover features Gary Steen, TalkTalk’s…

            Welcome to the June issue of Interface Magazine!

            Read the latest issue now!

            This month’s cover features Gary Steen, TalkTalk’s Managing Director of Technology, Change, and Security, Gary Steen regarding the telco’s commitment to thinking, and acting, differently in a highly competitive marketplace…

            TalkTalk is an established telecommunications company that fosters a youthful, pioneering spirit. “I like to think of TalkTalk as a mature start-up,” says Managing Director of Technology, Change and Security, Gary Steen. “We are mature in terms of being in the FTSE 250, with over four million customers, relying on our services every day through our essential, critical national infrastructure. But that said, I definitely think we start our day thinking as a start-up would. What can we do differently? How do we beat the competition? How do we attract great talent? We’ve got to come at this in a different way if we are going to succeed in the marketplace. We are mature, but we think like a start-up.”

            Elsewhere we speak to Natalia Graves, VP Head of Procurement at Veeam Software who reveals the secrets to a successful procurement transformation. Graves was tasked with looking at the automating, simplifying, and accelerating of Veeam’s procurement and travel processes and systems around them, including evaluating and rolling out a company-wide source-to-pay platform. “It has been an incredible journey,” she tells us from her office in Boston, Massachusetts. We also feature exclusive interviews with PTI Consulting and cloud specialists CSI.

            Plus, we reveal 5 of the biggest AI companies in fintech and list the best events and conferences around.

            Enjoy the issue!

            Kevin Davies

            Digital transformation is making it easier for procurement organisations to “do more with less,” according to newly-released Procurement Key Issues research from  The Hackett…

            Digital transformation is making it easier for procurement organisations to “do more with less,” according to newly-released Procurement Key Issues research from  The Hackett Group, Inc. (NASDAQ: HCKT). But there is still significant need for procurement to address its critical development priorities for 2019, including: improving analytical capabilities, aligning skills and talent with business needs, leveraging supplier relationships, enhancing agility, and achieving true customer-centricity.

            Digital transformation is beginning to have a significant impact on procurement organisations, The Hackett Group’s research found, with 30-40 percent saying it has had a high impact in achieving enterprise objectives, enhancing performance, optimising the service delivery model, and addressing roles, skills profiles, and needs. Over the next two to three years, procurement organisations expect the impact of digital transformation to dramatically increase, with key areas like robotic process automation and advanced analytics seeing particularly high adoption growth rates (2.3x and 60 percent, respectively). Broad adoption of e-procurement technologies is also expected to grow by nearly 2x.

            Procurement expects its budget to grow at a much slower pace this year than in 2018 (1.3 percent, versus 2.7 percent last year). Procurement staffing shows a similar trend, with 0.9 percent growth expected, versus 2.8 percent in 2018. With revenue growth expected to increase from 5 percent in 2018 to 5.7 percent for 2019, this creates significant productivity and efficiency gaps that procurement organizations must overcome.

            A complimentary version of the research is available for download, following registration, at this link:http://go.poweredbyhackett.com/keyissuespro1902sm. Note – The full research piece includes 7 charts containing more than 60 complete metrics.

            Procurement has aggressive plans to increase its use of digital tools and procurement-specific technologies over the next two years, the research found. Procurement will invest heavily in cloud-based business applications along with several data management technologies: data visualization (where adoption rates will rise by 24 percent), master data management (57 percent adoption growth), and advanced analytics (60 percent adoption growth). Spend optimization analytics and dashboarding adoption rates are expected to grow by 61 percent. Broad-based adoption of e-procurement technology is expected to grow by nearly 2x.

            Use of mobile computing and robotic process automation (RPA) are also expected to rise dramatically, indicating a focus on more efficient, agile processes across the procurement lifecycle. RPA sees the highest adoption growth rate among digital technologies, at 2.3x. While RPA is primarily being used for procure-to-pay processes at present, there are a range of other procurement areas that can benefit from automation of repetitive work, including updating of vendor master files and electronic auction setup.

            Procurement-specific technologies are expected to become far more broadly adopted over the next two years, with nearly universal adoption of e-procurement, spend optimization analytics, and supplier relationship management systems, and just slightly lower adoption rates for e-invoicing and contract lifecycle management. This represents a major shift toward customer-centricity, designed to enable organizations to simplify and streamline processes, and improve agility.

            The research found that procurement’s 2019 actual transformation focus is poorly aligned with what should be its critical development priorities; i.e. areas identified as of critical importance, but with very limited ability to address. Among those, development of analytical capabilities is a transformation focus for about half of procurement organisations. Modernising application platforms is another top transformation focus, and is a key way to achieve simplification due to the complexity of many legacy environments. Consolidating multiple legacy systems is also a critical step towards to improving data management and analytics.

            But of the other critical development areas, less than a third of all procurement organizations have a major initiative in place to improve skills and talent with business needs, and even fewer said they intend to work on agility or focus on improving customer-centricity and supplier relationship management capabilities.

            Procurement is also focused on its role enabling the enterprise in 2019, with an array of priorities that include elevating their role as a trusted advisor, continuing to reduce purchase costs, improving stakeholder satisfaction, and enhancing agility.

            “Procurement organizations are clearly making investments in digital transformation and are seeing real benefits. The focus on improving analytics for 2019 is particularly encouraging. But the laundry list of critical areas where they have very limited ability to make improvements is very disconcerting,” said The Hackett Group Principal & Global Procurement Advisory Practice Leader Chris Sawchuk. “Despite the fact that procurement knows what it needs to do, it’s simply not fully translating into an effective plan of action. Procurement must become fully dedicated to advancing its capabilities in analytics, customer-centricity, agility and more, while also investing in the right talent to help lead those changes.”

            According to The Hackett Group Research Director Laura Gibbons, “Failing to address the five critical development areas poses a significant risk. For example, we see skills & talent as a particularly critical risk factor. Procurement has begun to truly invest in digital transformation, but if it doesn’t have the right people in place, digital tools could end up being misused or wasted. You need the right people, with the right skills in place, to take full advantage of what digital transformation can offer.”

            This same issue holds true in several other of these critical development areas,” explained Gibbons. “Agility is critical if procurement is to be able to respond to market changes. Without a focus on customer-centricity, procurement can miss significant opportunities for improving efficiency, simply because they don’t effectively know what the business needs. And without supplier relationship management, opportunities for innovation can be missed.”

            Sawchuk explained that the potential impact of digital transformation in procurement is powerful. “Advanced analytics can enable companies to become less reactive and more predictive, more quickly and accurately identifying and avoiding risks. It can drive dashboards where anyone can log in and get real-time data.  Dynamic discounting is another area that can be very challenging for many companies, but can be easily enabled by digital transformation.”

            “Smart automation can reduce operating costs, and eliminate transactional work, freeing up staff time for more value-added efforts,” said Sawchuk. “Even if procurement can simply focus on a larger percentage of the spend base, the value is very significant.  And digital tools can streamline and improve the experience of internal customers and suppliers.”

            The Hackett Group’s 2019 Procurement Key Issues research, “2019 CPO Agenda: Building Next-Generation Capabilities,” is based on results gathered from about 150 executives in the US and abroad, most at large companies with annual revenue of $1 billion or greater.

            Neill Hart, Head of Productivity and Programs at Computer Systems Integration (CSI), speaks exclusively to The Digital Insight about how…

            Neill Hart, Head of Productivity and Programs at Computer Systems Integration (CSI), speaks exclusively to The Digital Insight about how the company has moved beyond simple systems integration and helps customers find and exploit a ‘perpetual edge’ in technology innovation and digital transformation. Click here to listen to the full podcast!

            “As Head of Productivity and Programs at CSI and the head of enablement, I am the middle ground between strategy and execution. We take the company strategy, which is very much centred on digital transformation, and using utility or cloud computing, we take it to the market in a way that makes sense for our client base.

            Companies will have three or four desired outcomes; grow the business, save money, innovate faster and to protect (data, reputation etc.). Traditionally it’s to save money. On-premise data centres require capex investment, you have to buy equipment, run it in a data centre and pay for electricity and power, operations etc. The offer of cloud or utility computing is that use what you need and only pay for what you use. You don’t pay a lot to the water company if you don’t turn the taps on. That’s the dream of utility computing or cloud computing is that you break away from the capex investment. It’s inflexible. If you run out of capacity with an on-premise data centre, you have to buy some more equipment and that takes weeks or months to arrive. With cloud, if you need some more you pay for more…” 

            It’s no secret that data and analytics play a key part in every organisation’s digital transformation efforts. Data science has…

            It’s no secret that data and analytics play a key part in every organisation’s digital transformation efforts. Data science has become a rapidly progressing field thanks to the crucial role it plays in understanding big data.

            Although data has become a real game-changer harnessing it is not always straightforward and many global corporations are struggling to leverage their data assets. These strategies generate an overabundance of data – and even more questions, requiring more analytics than most can possibly imagine. They also require continuous analytic breakthroughs in order to achieve a true digital transformation.

            This pressure to exploit data in new ways and the increased emphasis on digital transformation is also causing a tremendous amount of strain on organisations’ analytics teams. Although many are investing heavily in data technologies to transform their organisations, quick access to information and insights can be impossible – and many are still failing at putting this data in the hands of the business people who must make use of the insights.

            A key tactic for improving data access and providing insights involves bringing the two elements of data and data science together. For many organisations unifying these in order to drive digital transformation continues to be a challenge. Every vertical and department has a need for ingesting disparate content and performing complex analytic processes against it to drive value from the massive accumulation of ’dark data’ stored by organisations. Unlocking the value of such data through data analytics is key to guiding leaders make more informed decisions.

            One of the principal ways in which organisations can unify data and data science is by changing the status quo and developing an analytics culture across the business. Analytic teams serve as the backbone to digital transformations, but more often than not we find that analytic teams are starting from an insufficient position, attempting to innovate with legacy holdovers of analytics processes, technology and team alignments. Holding on to these relics are the biggest barriers to analytic alignment and innovation.

            Leaders focussed on digital transformation should target  both cultural and technology strategies that help to create an analytics competency to fuel digital innovation. This is no small task. With data skills in short supply and demand for data-related roles set to continue to rise within the next four to five years, this is either exciting or intimidating depending on what side of the analytic effectiveness spectrum you’re sitting!

            Linking up data insight to people with vital business knowledge is paramount to organisations wanting to make the most of data analytics. Not only will it enable the organisation to understand data analytics at every level it will also create an army of ’citizen data scientists’. Uniting departments that otherwise would have been siloed while generating more insightful and valuable analyses. Empowering these burgeoning citizen data scientists is a unique opportunity for organisations to compete in today’s digital economy. These individuals are eager to learn and develop new skills to improve their personal development and contribute to the business, but they can only be harnessed with the right enablement, support and self-service tools. What’s more, according to a survey conducted by Forbes Insights in collaboration with EY organisations which have an analytics strategy central to their overall business strategy are approximately five times more likely to achieve revenue growth and operating margin greater than 15 per cent, as compared to organisations lacking an analytics vision.

            With the hyper-focus on digital transformation, it’s important to keep it in perspective. It isn’t always about new ‘things’, it’s about new value. Harnessing the networking effect of data, people and technologies paves the way to creating a sustainable cycle of analytic innovation that drives digital transformation.

            Welcome to the May issue of Interface magazine! Our cover story this month features FWD Philippines’ CTO Rogelio ‘Nooky’ Umali,…

            Welcome to the May issue of Interface magazine!

            Our cover story this month features FWD Philippines’ CTO Rogelio ‘Nooky’ Umali, who gives us the lowdown on disrupting the life insurance sector. Umali and his team put the customer experience at the very centre of its innovations: “We ensured that every single leg of a customer’s journey was assessed and then identified which parts were the real pain points. The solutions were then focused on resolving these pain points.”

            Elsewhere, we feature Ed Clark, Chief Information Officer at the University of St. Thomas, Minnesota, the guys behind innovative EV chargers Andersen EV, Cranford Group’s Rachel McElroy and ‘CIO of the Year’ Vennard Wright…

            Read the latest issue here!

            Digital skills shortages blight UK jobs market for 20 years A lack of technical expertise has fuelled skills shortages across…

            Digital skills shortages blight UK jobs market for 20 years

            A lack of technical expertise has fuelled skills shortages across the UK for the last two decades. That is according to comparative analysis of the professional jobs market by The Association of Professional Staffing Companies (APSCo), which is celebrating its 20th Anniversary this year.

            According to a 1999 report from University College London, almost half (47%) of all ‘skill-shortage vacancies’ that year could be attributed to a lack of technical expertise. For ‘associate professional and technical’ roles, the need for ‘advanced IT’ skills was responsible for 31% of vacancies, while a lack of ‘other technical and practical skills’ were responsible for a further 49% of all open roles.      

            A separate report published the same year by Computer Weekly revealed that C++ developers were the most in-demand professionals with Java the second most sought-after skill in the IT recruitment market.

            Today, research from The Edge Foundation suggests that around half of all employers (51%) have been forced to leave a role open because there are no suitable candidates available, and that tech job vacancies are costing the UK economy £63 billion a year. LinkedIn data indicates that cloud and distributed computing is the most valued skill among employers, with user interface design, SEO/SEM marketing and mobile development also featuring in the top 10.  

            Commenting on the analysis, Ann Swain, Chief Executive of APSCo, said:

            “While the specific skills that employers are seeking have changed dramatically over the past two decades, the fact that talent gaps continue to be aligned with technical competencies suggests that we need to do more to boost Britain’s digital capabilities.

            “Our members have long reported shortages of talent across the IT and digital fields. For this reason, it is crucial that we ensure that we retain access to the STEM professionals that businesses need in the short term – through maintaining access to global talent and retaining our flexible labour market. However, perhaps more importantly, we must pipeline the calibre and volume of skills we need for the future so that we break free from this perpetual skills shortage. As this data indicates, for the past 20 years we have been playing catch-up – and we must break the cycle if individual businesses, and the wider UK economy, are to fulfil their full potential.”

            Technology is becoming a tool for expanding human senses and abilities. This requires intelligent and immersive interfaces. Will voice, gesture…

            Technology is becoming a tool for expanding human senses and abilities. This requires intelligent and immersive interfaces. Will voice, gesture and thought control soon replace keyboards and touchscreens?

            Reply’s study, conducted with the trend platform SONAR, examines trend-setting concepts for interfaces between humans and computers – Human-Machine Interfaces – which are now becoming real possibilities for communication between humans and machines. For companies, there is significant potential for more personalised and emotional customer interaction as well as new possibilities for the visualisation and analysis of information.

            Voice assistance

            20 million people worldwide already use voice assistants daily to search for information, make purchases or play music. Also, in the corporate environment, voice assistants enable a completely new way of using technology and automate many tasks. The smart assistants perform entire tasks, record things or make calls without any human intervention. This increases productivity and leaves employees with more time for challenging tasks. Through voice interfaces devices can be controlled using voice input, and smart software agents will be able to perform an increasing number of services in the future. What’s more, electronic in-ear devices, so-called hearables, can be used for a wide range of applications, from wireless data transmission to communication services.

            Extended Reality (XR)

            The technologies combined under XR enable barrier-free interaction between man and machine and eliminate geographical distances. They revolutionise people interaction with the environment: Augmented, Virtual and Mixed Reality support consumer decision, reduce costs, increase efficiency and a more productive environment. Other emerging trends include gesture control and 3D displays, which create a virtual three-dimensional image of an object and offer interactive possibilities. Smart glasses, which provide the wearer with additional information about what they are seeing, are also among the XR trends.

            Full Immersion

            Full immersion technologies allow the direct exchange of information between man and machine. Advances in fully immersive technologies and neurosciences show that a world in which people are fully connected to computers is coming. Scientific research in medicine is leading the way into a future in which the human brain can control computers with mere thoughts and exchange ideas via headsets or brain implants. Companies are already working on neurally controlled interfaces. They offer direct communication channels between a networked brain and external devices. Another trend technologies are in the area of augmented bodies, which aim to strengthen the human body and its performance using things such as implants or electronic tattoos.

            Furthermore, the study also identifies four visions that could soon become reality:

            • Sending thoughts: ideas, feelings and memories to be shared directly with other people.
            • Human enhancement: by directly connecting the brain with computers, AI-controlled assistants and the Internet, know-how can be downloaded into the brain or expanded with super-intelligent AI systems.
            • Neural healthcare: immersive technologies may enable people to recover from diseases that are still incurable today, such as Parkinson’s or paralysis.
            • Virtual copies: by connecting to computers, a person’s thoughts, memories and feelings can be stored as data and, one day, may even make a complete virtual copy of the brain possible.

            “Communication between man and machine is one of the most exciting topics of our time. Technologies at the interface between us and intelligent systems will enable a paradigm shift in all areas of life in the near future. The resulting new products and services will offer completely new solutions for telling stories and visualising information. The three trends identified by SONAR and the four visions provide companies with guidance on their journey towards digital transformation,” says Filippo Rizzante, CTO Reply.

            The Human Machine Interfaces report is part of a series published on the following topics AI, Retail Revolution and Consumer-IoT.

            To read the full study, please click here.

            Coeus Consulting, an award-winning independent IT consultancy, has announced new research revealing that although the fate of many organisations depends…

            Coeus Consulting, an award-winning independent IT consultancy, has announced new research revealing that although the fate of many organisations depends on their ability to implement strategic change and to adopt disruptive technologies, a reported lack of business and IT alignment, coupled with a corporate fear of risk, means they risk losing out on crucial revenues and market share.

            Just 21% of those surveyed stated they seek to implement new technology as soon as possible, with some of the main barriers to adoption being: fear of disruption to core business (30%), lack of budget to adopt new technology (21%), and poorly planned adoption strategies (19%).

            “While it is reassuring that organisations are at least attempting to keep up with disruptive technologies, it is somewhat concerning that they are not doing more. Monitoring advancements is the first step on the road, but only three in ten organisations make technology decisions in the boardroom. With technology now playing a vital role in every industry, organisations need to increase their understanding of technology and be prepared to take more calculated risks in order to reap the benefits and execute successful strategic change”, Keith Thomas, Head of IT Strategy Practice, Coeus Consulting commented.

            Successful implementation rates are low among respondents which could explain these fears, with only seven percent noting that all of their organisation’s strategic IT change projects have met initial objectives over the past two years. The good news is that, of those from organisations that have a test and learn culture, and also set objective success or failure criteria for initiatives in advance, almost sixty percent report that their organisation investigates or adopts a different approach when initiatives don’t meet objective success criteria. “Organisations are blinkered to the market and must be willing to tread the fine line between adopting technologies quickly and rushing the process by investing in the wrong technology, otherwise they risk being overtaken by their competitors and will see declining revenues”, commented Ben Barry, Director, Coeus Consulting.

            Aligned and informed organisational leadership is clearly an issue within organisations where at least some strategic IT change projects have not met initial objectives, with just over seventy percent admitting one of: business plans changing, senior management not buying into the change, or not taking enough risks as a reason for failure. “This is disconcerting, if those at board level are failing to see the benefits of strategic IT change, then implementation, adoption and deployment of new technologies is destined to fail. Businesses need to ensure board-level understanding of the importance of IT, as well as building stronger strategic IT change capabilities”, added Thomas.

            “Consumer demand for new and improved offerings, paired with demand for digitalisation from the business, means that organisations not only need to increase the speed at which they are doing things, but must also match, or stay ahead of the offerings from disruptive and agile competitors”, Thomas noted.

            Seeking to discover how organisations view the next wave of disruptive technology, almost a third (29%) of respondents believe artificial intelligence represents the most significant innovation set to impact their industry in the next two years, with data and analytics (18%) next in line. Despite their predictions on the next generation of technology, only 38% of respondents say they operate with dedicated teams monitoring the latest advancements. This suggests sixty percent of organisations could be operating with little knowledge of innovations taking place outside their four walls.

            Despite the current economic climate, funding seems to be a secondary issue. Last years’ research found that just over six in ten (62%) of respondents predicted an increase in the size of their budget for the coming year. In actual fact, only 50% of respondents from the survey this year reported an increase.

            However, just over 50% of respondents reported that digital services are being funded from the IT budget in their company, and additional funding is also allocated from elsewhere. Indeed, approaching six in ten (57%) are anticipating an increase in their budget for the financial year 2019 to 2020. This indicates that business leaders appreciate the need for IT in their current and future operations to the point of allocating funding, but not always to the point of consistently aligning with their IT counterparts.

            Increasing operational efficiency (49%), customer satisfaction (32%) and increasing revenues/sales (31%) top the list of drivers of strategic IT change projects, demonstrating the expectations around the business value of IT change are not being effectively driven.

            Businesses need to recognise the consequences that slowing IT spend, and ultimately, stagnating progress, could have on their business prospects. Taking unnecessary risks could lead to the downfall of an organisation, but in reality, spending on technology and taking a fail-fast, calculated approach to IT risk is now a necessity.

            To view the full report visit: http://coeusconsulting-co-uk-3969064.hs-sites.com/insights/coeus-survey-2019