Podcast ¦ CX Files: Sergei Levteev – IBA Group – The Tech Infrastructure Supporting CX

Key Takeaways

1. The AI landscape has evolved from being a hype to a critical component of business strategy.
2. Implementing AI requires a strategic framework to ensure integration with core business functions, driving sustainable growth.
3. Companies are increasingly focused on AI governance and compliance to mitigate ethical risks associated with AI deployment.
4. The adoption of ethical AI frameworks is gaining momentum, particularly following regulatory developments like the EU’s AI Act.
5. Data security remains a primary concern, especially with the rise of quantum computing and sophisticated cyber threats.
6. Organisations must adopt proactive approaches, including emerging technologies such as post-quantum cryptography, to secure sensitive data.
7. Cloud systems offer scalability and cost efficiency but introduce risks that need to be managed, for example, through multi-cloud strategies.
8. Hybrid cloud strategies enable organisations to leverage both public and on-premises cloud services, enhancing security and flexibility.
9. Future business innovation is expected to centre around generative AI, blockchain, quantum computing, cybersecurity, and green technologies.
10. Generative AI tools are set to transform creative industries and customer service, leading to automation and more personalised customer experiences.
11. Software innovation trends will focus on real-time collaboration and immersive work experiences to support hybrid work environments.
12. Embracing innovation in existing operations will give businesses a competitive edge in rapidly evolving industries.

Key Statistics

• The EU has adopted the AI Act to enhance AI governance.
• The ISO has released standard 42,001 for AI management systems.

Key Discussion Points

1. The transition of AI from hype to a necessary component of business strategy.
2. The importance of adopting a strategic approach to AI integration within organisations.
3. The rise in ethical AI governance and the associated regulatory efforts.
4. Challenges related to data security in the context of advancing technologies like quantum computing.
5. The potential of post-quantum cryptography in ensuring data protection.
6. The advantages and risks of implementing cloud systems.
7. Recommendations for avoiding vendor lock-in through multi-cloud strategies.
8. The wide-ranging innovation expected in software due to generative AI.
9. The role of blockchain in redefining operations across industries.
10. The necessity for enhanced cybersecurity technologies to protect against evolving threats.
11. Innovations aimed at sustainability and meeting ESG (Environmental, Social, and Governance) goals through technology.
12. The impact of hybrid work culture on business innovation and software development.

Podcast Description
In this episode of The CX Files, Sergei Levti, CEO of IBA Group, discusses the critical role of IT infrastructure in Customer Experience (CX) services. The conversation explores the evolution of AI in business contexts, the importance of strategic frameworks for AI implementation, and the increasing necessity for ethical governance in AI applications. It also addresses the challenges of data security posed by emerging technologies, the benefits of hybrid cloud systems, and the future landscape of innovation driven by generative AI, blockchain, and more. Senior managers in financial services will find valuable insights on navigating these developments to enhance operational effectiveness and maintain a competitive advantage.