Information Technology

<h2 style="text-align: justify;"><span style="font-size: 12pt;">Q1. Could you start by giving us a brief overview of your professional background, particularly focusing on your expertise in the industry</span></h2><p style="text-align: justify;">My background and experience, which span 25+ years, are in Business Transformation. I have extensive experience collaborating with leaders across organizations, driving outcomes by leveraging the power of innovation and automation. I am passionate about solving customer problems by building relationships and influencing stakeholders while putting people first to help simplify their processes through technology.</p><p style="text-align: justify;">&nbsp;</p><h2 style="text-align: justify;"><span style="font-size: 12pt;">Q2. How is the citizen development market evolving in terms of adoption and platform growth?</span></h2><p style="text-align: justify;">Citizen development was the main focus of Automation platforms such as Appian, Pega, and more through the concept of Low-code/No-code capabilities. &nbsp;The focus was on allowing non-technology resources with an analytical skillset to become self-sufficient using BPM tools to automate processes quickly. However, the adoption stalled due to the low-value processes' governance, risk, maintenance, and maturity. Citizen development adoption is anaemic due to a higher level of technical skillset needed, along with a lack of governance in organizations. &nbsp;</p><p style="text-align: justify;">&nbsp;</p><h2 style="text-align: justify;"><span style="font-size: 12pt;">Q3. Which companies are leading in the development and deployment of AI agents for customer service?</span></h2><p style="text-align: justify;">Several CCaaS vendors, such as Verint, Genesys, Ring Central, and LivePerson, have introduced AI Agents to help customer service representatives. I don't have any insight into adoption in the space yet.</p><p style="text-align: justify;">&nbsp;</p><h2 style="text-align: justify;"><span style="font-size: 12pt;">Q4. In what ways do you anticipate companies shaping the future landscape of digital transformation and CX over the next 2-3 years? Can you suggest some examples</span></h2><p style="text-align: justify;">CX has evolved from its early days, when it purely sat as a Marketing function, to being more operation-centric. However, the lack of consensus on standard metrics has hobbled its mainstream adoption. Organizations in the retail and hospitality sectors have focused on specific areas of CX, such as storefront and guest experiences. Few organizations, like Costco or Nordstrom, have taken a 360-degree view of it. Today, CX and Technology go hand in hand. Information through sophisticated analytics can provide timely insights on where to focus more and how.</p><p style="text-align: justify;">As Agentic AI and AGI mature in their reasoning and adoption, organizations must reimagine how to deliver superior CX to their customers. Just using NPS and CSAT alone won't cut it. AI will force organizations to act in near real-time when collecting feedback, and they can't wait for survey results before taking action.</p><p style="text-align: justify;">&nbsp;</p><h2 style="text-align: justify;"><span style="font-size: 12pt;">Q5. What are the regulatory challenges associated with implementing AI in employee experience initiatives, particularly concerning data privacy and ethical considerations?</span></h2><p style="text-align: justify;">Organizations won't wait for the Government to provide guidance on regulatory frameworks. They will have to modernize their own Legal, Risk, and Compliance measures to assure customers and employees that they are acting in their best interests. This is the one area where Corporations will end up taking the lead before the Government determines the best course.</p><p style="text-align: justify;">&nbsp;</p><h2 style="text-align: justify;"><span style="font-size: 12pt;">Q6. Who are the next breakout Agentic AI players building purpose-specific enterprise agents that could redefine workflows in legal tech, industrial automation, or B2B demand generation?</span></h2><p style="text-align: justify;">This is a fragmented industry now. No one has broken out yet. Existing automation platforms include Agentic AI as part of their offering. However, these are early days.&nbsp;<br>Niche players, such as N8N, Crew AI, and a few others, are providing methods for Agentic AI modelling and deployment.</p><p style="text-align: justify;">&nbsp;</p><h2 style="text-align: justify;"><span style="font-size: 12pt;">Q7. If you were an investor looking at companies within the space, what critical question would you pose to their senior management?</span></h2><p style="text-align: justify;">Build confidence that Agentic AI can help add value. Focus on specific use cases to demonstrate where and how it can help with key metrics, such as manual effort, call volume, and fraud activities reduction. There may be other areas that require exploration, too.&nbsp;</p><p style="text-align: justify;">&nbsp;</p><p>&nbsp;</p><p>&nbsp;</p><p>&nbsp;</p><p>&nbsp;</p>