The last year saw generative AI augmenting business operations and becoming a co-pilot to humans. This intelligence is set to define the next era of human capital. Businesses’ ability to purposefully integrate evolving AI innovation into the fabric of their operations will determine their ability to generate sustainable value. To complement technology advancements, they are also required to invest in skills transformation for future-ready talent in generative AI, prompt engineering, etc. The bigger question really is, what’s the next big tech and are we prepared for it?
With significant technological advancements this year, leaders from WNS-Vuram, Atos APAC, Nutanix India, STL Global Services, Amdocs, Salesforce India, and Altimetrik share their perspective on India’s significant tech achievements in 2023, skilling imperatives and what the country is aiming for in 2024 with the evolving role of Generative AI.
Narendran Thillaisthanam, CTO, WNS-Vuram
“In the last year, we saw generative AI and hyperautomation augment business operations and human capabilities. In 2024, we can expect to see this trend manifest itself in three ways – technology for operations, technology for applications, and technology for analytics. Generative AI is poised to act as a potent co-pilot, interacting naturally with humans. Integrating AI into processes requires upskilling for collaborative work. The focus will shift to automating the ‘maker’ side, freeing humans for higher-level tasks. The second trend involves combining generative AI and hyperautomation for enhanced decision-making. AI automates operations, while humans assume advisory roles, necessitating domain expertise, technical skills, logical reasoning, and emotional intelligence. The third trend highlights the synergy between AI, human intelligence, and data analytics, providing informed patterns and predictions. Real-time insights enable organizations to prepare for transformation by identifying inconsistencies and underlying trends.
Such a future where humans and machines would collaborate using a natural language, could make user experiences more ‘natural’ and seamless. For example, in customer services, customers will not be able to tell the difference between a human or machine. This kind of interaction using natural language will have an impact on productivity, adding trillions of dollars in value to the global economy. It’s estimated to contribute an overall GDP growth of approximately 2.6-4.4 trillion USD per annum.
Ultimately, an ethical approach is crucial to technology adoption. A robust framework can help address risks, including copyright concerns and preventing generative AI transformation into artificial superintelligence. Sustainable practices, transparency, bias mitigation, and responsible content creation guidelines will shape its long-term growth potential.”
Purshottam Purswani, CTO, Atos APAC
“In the transformative landscape of 2023, key technological trends set the stage for a dynamic 2024, marked by the increased accessibility of Cloud technologies, Artificial Intelligence (AI), and DevOps, leaving an enduring impact on enterprises. However, transitioning from adopting these advanced technologies to seamless implementation posed multifaceted challenges. Organizations grappled with complexities such as data security, integration issues, and the need to upskill their workforce, necessitating a holistic approach that integrated technological expertise, strategic planning, and organizational readiness.
Simultaneously, the trajectory of technological development expanded on multiple fronts. Quantum computing gained momentum, promising breakthroughs in problem-solving, while edge computing and the Internet of Things (IoT) took center stage, revolutionizing industries through reduced latency and real-time analytics. The synergy of these developments signaled an era where connectivity and computation converged, reshaping digital interactions.
Sustainability and responsibility emerged as pivotal elements in business transformation in 2023. Governments mandated Environmental, Social, and Governance (ESG) disclosure, investors prioritized ESG performance, and consumers aligned purchasing decisions with ESG ratings. This environment prompted companies to embed sustainability into their long-term corporate strategies.
Looking forward to 2024, the narrative unfolds with Generative AI evolving into a true assistant, enhancing human capabilities. Anticipated trends include the continued integration of sustainability into IT services, emphasizing carbon footprint reduction, and adopting sustainable practices in infrastructure, networks, and workplaces. Proactive measures, such as FinOps, will address cloud waste and inefficiencies. The skills defining the future workforce extend beyond technical prowess, encompassing collaboration that includes Gen AI agents, cloud expertise, and cybersecurity, coupled with adaptability, creativity, and emotional intelligence. As we navigate this evolving landscape, the synthesis of Generative AI, quantum computing, and edge/IoT developments shape a narrative of unprecedented possibilities and challenges, heralding a more interconnected and intelligent digital era.
The synergy of accessibility, collaboration, and sustainability defines the narrative, making innovation not just a destination but an inclusive journey between humans and intelligent systems.”
Faiz Shakir, VP & Managing Director – Sales, Nutanix India & SAARC
“With AI continuing to take center stage in discussions with customers, we are focusing on the growing preference for #hybridmulticloud among enterprises, the crucial need for them to build trust for navigating uncertainty, and the central role of a skilled workforce in driving digital innovation. Reflecting on the past 12 months, it’s time to leverage innovation fully. Having the right tech partner, skills, and talent will also be crucial as we soar to new technological heights.”
Samit Banerjee, Division President, Amdocs Cloud Operations and Customer Services Management, Amdocs
“In 2023, Generative AI (GenAI) emerged as a major tech trend in the telecom industry, with the potential to revolutionize how global communication service providers (CSPs) operate. In 2024, the trend will continue, and we will see CSPs explore and implement the transformative potential of GenAI. Telcos are all set to experience the efficiency-boosting capabilities of GenAI across their business value chain, impacting networks, back-office operations and customer engagement.
Initially, telcos will be using GenAI to improve internal efficiency of their own organization, before they use it for customer interactions. Subsequently, we will see GenAI models being used to resolve network performance issues and revenue leakage and optimize benefits.
GenAI use cases will evolve rapidly in the coming year. Although we will see more “every day GenAI” use cases, there will be increased focus to come up with “breakthrough GenAI” use cases, which will bring significant changes in the way technology can be leveraged.
To fully unlock GenAI’s potential, telecom companies should seek integrated solutions with carrier-grade architecture and large language AI models. This approach enhances business agility and operational efficiency, facilitating the swift adoption of new applications. Given the competitive nature of the industry, service providers will prioritize training their own models in controlled GenAI environments.
Sustainability is a crucial focus for the telecom industry’s business transformation. The telecom industry faces several challenges in implementing sustainable practices, such as high capital costs and the lack of standardization in sustainable practices. By embracing innovative technologies and energy-efficient practices like moving to the cloud, building green networks using AI and RAN optimization, CSPs can meet connectivity demands while minimizing environmental impact.
In 2024, talent retention will be shaped by workplace growth opportunities. Emerging technologies like GenAI haven’t just revolutionized the workplace, they’ve also transformed employees’ expectations around work experiences. Beyond competitive compensation and a positive culture, employees seek opportunities to leverage new technologies and develop new skills. Hiring managers and HR leaders will prioritize using GenAI to enhance the employee experience. There will also be a strong emphasis on empowering employees to use these technologies to develop new skills.”
Praveen Cherian, CEO, STL Global Services
“2023 was a game-changer in the optical industry, fueled by 5G and a sustainability wave. At STL, we are not just riding the wave; we are shaping it. Our 160-micron A1 Fibre is proof – it packs 3x the capacity of traditional fibres, ensuring a connected future. But it’s more than just size; it’s meticulously crafted. The A1 Fibre’s coating cuts microbending losses by 20%, guaranteeing top-notch signal integrity and pristine data transmission over long distances. With tensile strength 50% higher than the norm, it fights stress and strain during deployment, minimizing breaks and downtime. We’re not just building networks; we’re building reliable, long-lasting connections.
Beyond tech, we are striving for inclusivity. We are transforming billions of lives by connecting the world. Our fibre is at the forefront of India’s digital transformation, bridging the digital divide and driving technological advancement. But there’s more. We are not just about big tech; we are about smart tech. Our tooling and intelligent dashboarding are game-changers, making network deployment smoother and more efficient. Why? Because the future is about learning and adapting. Our workforce thrives on curiosity and innovation. We are not just keeping up; we are shaping the optical fibre landscape.
Looking ahead, 2024 holds exciting prospects. Fibre deployment is set to soar, shaping the digital landscape of India. Observations from 2023 point to a surge in demand for high-quality fibre, a trend we predict will continue. High-quality fibre isn’t just about connectivity; it’s about progress. It’s the key to bridging the digital divide and propelling technological advancement. At STL, we are ready for the future, where fibre isn’t just a thread; it’s a catalyst for a smarter, more connected India.”
Sanket Atal, Managing Director – Operations and Site Lead – Technology, Product, at Salesforce India
“In 2024, AI will transform the office into a smarter workplace – and transform how we think about (and measure) human productivity. Chatbots and virtual assistants will simplify the employee experience by automatically booking the right space for a team’s needs. From an innovation perspective, AI will be infused at every layer of product roadmaps and platforms to bring value to customers. This is as true for SaaS companies as it is for semiconductor and gaming companies. AI will also impact the very nature of development and how these products are built. Through augmentation of mundane coding tasks, developers can boost their productivity and ability to focus their skills on the gnarliest problems. But open, ethical, and transparent use of generative AI may be what sets companies apart in customers’ minds.”
Jayaprakash Nair, Senior Engineering Leader – Data Science, Altimetrik.
- GenAI retains spotlight in 2024
Following the generative AI boom in 2023, the industry anticipates an accelerated growth trajectory in 2024. GenAI takes center stage in technological advancement and reshaping industries, particularly influencing language processing and computer vision.
The journey of GenAI is unfolding, promising significant changes in our approach to work and interaction with technology. The focal point of this evolution is the integration of ML and NLP, presenting a strategic avenue for workflow automation through algorithms trained on established datasets. LLMs assume a pivotal role, demonstrating proficiency in handling unstructured datasets and streamlining data management tasks.
Looking ahead, notable trends in GenAI include Democratized Generative AI disrupting traditional roles and business functions to enhance productivity. Ethical AI will gain prominence, emphasizing upfront governance, security, and compliance integration to mitigate real-life production risks. Intelligent applications powered by GenAI, including external aid, machine learning integration, and a human-in-the-loop approach, will showcase adaptive learning capabilities, transforming consumer and employee experiences.
In 2024, the industry will foresee the widespread adoption of GenAI, automating tasks, enhancing productivity, and catalyzing product and service creation. GenAI is positioned as a disruptive technology that will drive the future of the workplace with its user-friendly interfaces and intuitive interactions. Forecasts predict substantial investments in GenAI, with IDC projecting global spending exceeding $500 billion by 2027.
- The surging rise of Digital Business Methodology
The digital business era has dawned with a transformative breakthrough – Digital Business Methodology (DBM) – assisting organizations to address and navigate the complexities in the digital age. Recognizing the pivotal role of digital business, a robust methodology is imperative for its effective implementation.
Distinguishing between digital business and digital transformation is crucial. The CEO and C-Suite should move away from a technology-first approach associated with digital transformation to embrace digital business, focusing on tangible results with DBM at its core. It’s a paradigm shift, a rewiring of how operational aspirations synchronize with tech investments. DBM, as a holistic approach, enables companies to seamlessly adopt and implement digital business, providing a defined path that converges data, technology, and people.
In 2024, we anticipate a continued acceleration of digital business initiatives. Companies maturing into digital businesses will gain a competitive edge, leveraging advanced solutions in the fields of AI/ML, including, but not limited to, GenAI. The pathway to success lies in the strategic implementation of DBM, a game-changer for achieving growth and unlocking unlimited outcomes in the dynamic digital landscape.
