For CISOs and technology leaders, AI is reshaping business process management and daily operations. It can automate routine tasks and analyse data, but the human element remains critical for workforce oversight, customer interactions, and strategic decision-making.

In this episode of Tech Transformed, Trisha Pillay talks with Anshuman Singh, CEO of HGS UK, about AI in the workplace. They discuss how AI can support employees, improve customer service, and require careful oversight. Singh also shares insights on preparing organisations for AI integration and trends leaders should watch in the coming years.

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Takeaways

• AI is reshaping workforce needs, not just replacing jobs.
• Routine tasks are increasingly being automated by AI.
• AI can free up capacity for more meaningful work.
• The narrative around productivity is changing with AI.
• AI will create new job opportunities, often better-paying.
• Human oversight is crucial in AI decision-making.
• AI can assist in customer service, enhancing empathy.
• Organisations should not wait for perfect AI solutions.
• Training and hands-on experience with AI are essential.
• A psychological safety net is necessary for AI experimentation.

Chapters

00:00 Introduction to AI and Human Element

03:03 AI's Impact on Workforce Dynamics

08:29 The Role of Human Oversight in AI

10:46 AI Innovations in Customer Service

16:34 Positioning for Growth in Business Process Management

20:01 Preparing the Workforce for AI Integration

25:35 Emerging Trends in AI and Workforce

29:19 Final Thoughts on AI and Ethics