EDITOR ’ S QUESTION

DINESH VARADHARAJAN , CHIEF PRODUCT OFFICER , KISSFLOW

believe the first step for organisations that want to make strategic investments should be to identify the challenges to business growth . These could include inefficiencies , customer service issues , data management problems , or competitive pressures . Engaging with stakeholders across various departments will provide a comprehensive view of these issues .

The next step , and this is perhaps most important of all is to conduct an unbiased assessment of whether or not AI or GenAI is really the best approach to tackling these challenges . This means reassess the identified problems through the lens of AI capabilities . Determine if and how GenAI technologies can address these challenges .

And even once you have identified GenAI as the most feasible solution , I would advise a measured approach , roll out GenAI solutions in manageable phases . Start with pilot projects that have clear , measurable objectives . This phased approach will allow for testing and validation in a controlled environment .

Of course , given that AI is such a rapidly evolving space , it is critical never to rest on one ’ s laurels . Continuously refine and improve your GenAI implementations based on user , customer feedback and performance data .

For instance , could AI help automate repetitive tasks , enhance decision-making through predictive analytics , or offer personalised customer experiences ? Determining this involves fully understanding the potential of GenAI and aligning it with specific business needs .

An iterative approach ensures that the solutions remain effective and aligned with evolving business needs . Regularly review and update AI models , incorporate user feedback , and adjust strategies as necessary to optimise performance and impact .

GenAI , like cloud computing before it , has an appeal that spans industries and scales . From the smallest retailer to the largest telecoms company , it has something to offer . Before cloud computing , any IT investment was in the form of significant capital-intensive outlays . But over time , the cloud drew in more and more businesses that recognised the advantages of more sustainable operational expenditure .

GenAI ingests data at a monumental rate . Its success depends upon it . But GCC regulators are clear on where , when , and how data can be used . Privacy laws in Gulf states are consumer-centric , and ecommerce business models are now so common that PCI DSS will also apply in most cases . And then there are international standards

such as GDPR . The question of data security is no longer abstract . It is a core business function .

This focus on the safety of data reflects the early days of cloud adoption . Technology and business leaders dwelt long on the issue of trust and devised ways of amassing and analysing the required data to add value while still reassuring customers of its safety .

They resolved these issues primarily by partnering with providers that gave the right guarantees and commitments to give confidence to cloud adopters . GenAI ’ s adoption is in the nascent stages but lessons from cloud computing are clear . Data management and security must be at the top of the corporate agenda . p

SIMON MORRIS , VP SOLUTION CONSULTING , SERVICENOW

www . intelligentcio . com INTELLIGENTCIO MIDDLE EAST 35