The Titans GCC June 2024

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JUNE 2024 | VOL 7 ISSUE 1

2024

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We have been discussing the need to align IT with business goals for a while now, yet it remains a holy grail for many in the industry.

Undoubtedly, one of the biggest challenges facing CIOs today is striking that delicate balance between innovation and cost optimization. IT leaders are expected to innovate while also keeping the lights on.

Unfortunately, most spend time on day-to-day operations rather than fueling innovation in their enterprises.

Another challenge is that in this age of shrinking budgets, where you are mandated to do more with less, how can you fund innovation projects?

One way is to look at new technologies that promise the maximum return on investments, which can be funneled into innovation projects. On the flip side of the coin, it is imperative for CIOs to get the most out of existing technology investments and align spending on new ones with value from a cost and business strategy perspective.

However, this comes with a caveat – watch out for technical debt, which often arises when businesses opt for quick and easy IT solutions over more sustainable options for the sake of faster time-to-market.

Addressing technical debt a balanced approach which takes into account both immediate business needs and future operational stability.

Gone are the days when IT was just a support function that kept businesses going – today, it is the secret sauce for innovation and disruption in any industry. The role of CIOs, now evolving into 'chief innovation officers,' is becoming increasingly crucial. They are not just IT leaders, but trusted business advisors, driving innovation and transformation. In this issue of Titans, we have featured IT leaders from diverse industries, sharing their success stories of transformation and how they are harnessing the power of emerging technologies to propel their organizations to stay ahead of the curve.

Enjoy reading.

2024

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AHMAD HAFEZ, Corporate Dirtector IT Jannah Hotels & Resorts

ALA ELAYYAN, AVP -IT Deyaar Development PJSC

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ANTONIO CAMPOS DIONISIO, Group CIO MIG Holding

DR. SALAHUDDIN ALMOHAMMADI, Group CIO HSA Group

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SOMY VARGHESE, Head of Digital Transformation and Technology

ADAM DOCRAT, Head of Information Technology GCC at Chemist Warehouse

MIKE ASFAR, Director Information Technology Digital Transformation Abdul Latif Jameel International

DR. LATHA SURESH, Director Global Information Technology

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CIO PROFILE

Tech Innovations and Future Workforce Strategies at Jannah Hotels & Resorts WHAT TECHNOLOGICAL SOLUTIONS IS YOUR ORGANIZATION LEVERAGING TO DRIVE INNOVATION AND MAINTAIN A COMPETITIVE EDGE WITHIN YOUR INDUSTRY?

For any readers who have yet to gain exposure to the hospitality industry, it is important to note that the industry is notoriously dynamic

and everchanging. Which is why at Jannah Hotels & Resorts, we strive to pioneer the integration of advanced technologies to enhance guest experiences and operational efficiency.

By harnessing the power of Big Data Analytics and AI, we're able to analyze vast amounts of guest data to personalize services and optimize revenue streams. Additionally, our robust cybersecurity measures and cloud-based infrastructure ensure the integrity and security of guest information, safeguarding against potential threats in today's digital landscape.

On the environmental front, technology plays a crucial role in addressing challenges by promoting sustainability and resource management.

AHMAD HAFEZ

Corporate Dirtector IT Jannah Hotels & Resorts

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CIO PROFILE FROM YOUR PERSPECTIVE, WHAT STRATEGIES CAN ORGANIZATIONS EMPLOY TO EQUIP THEIR TEAMS WITH THE REQUISITE SKILLS FOR SUCCESS IN AN EVOLVING TECHNOLOGICAL LANDSCAPE? By adopting a mindset that encourages a culture of continuous learning and promotes skill acquisition, the perception of change and its management shifts from being a hurdle to being an embraced journey. Additionally, staying up-to-date on industry trends keeps the team vigilant for problem-solving opportunities and ignites a desire to embrace emerging technologies.

To ensure that we keep the momentum consistent with this vision of business development, we offer comprehensive training programs focused on emerging technologies like AI and data analytics.

IN YOUR VIEW, WHAT MEASURES CAN BE TAKEN TO FACILITATE SEAMLESS COLLABORATION BETWEEN HUMAN CAPABILITIES AND EMERGING TECHNOLOGIES, OPTIMIZING OPERATIONAL PROCESSES AND DECISIONMAKING? I strongly believe that, contrary to belief, AI serves to enhance human capabilities rather than replace them. By automating routine tasks, AI frees up valuable time for human team members, allowing them to focus on more innovative and strategic assignments.

As AI continues to advance, its potential to enhance routine tasks becomes increasingly evident.

This creates space for increased autonomy, empowerment, and creativity among human team members, ensuring that they can leverage these tools effectively while staying aligned with business objectives. Furthermore, fostering collaboration across diverse teams enables the synthesis of collective strengths and perspectives, cohesively driving innovation and problemsolving.

ADDRESSING CHALLENGES IN HR AND FINANCE, WHAT HURDLES DO YOU FIND MOST SIGNIFICANT WHEN IMPLEMENTING TRANSFORMATIVE TECHNOLOGIES? Introducing transformative technologies in HR and Finance poses several challenges for organizations. While these technologies have the potential to revolutionize operations, they often encounter resistance, scalability issues, and cost considerations.

Resistance to change is a common challenge, as employees may be reluctant to adopt new systems or processes, especially if they are accustomed to existing ones.

Overcoming this resistance requires effective change management strategies and clear communication about the benefits of the new technologies.

Scalability and integration issues can also arise when implementing transformative technologies.

These technologies must be able to accommodate the evolving needs of the organization and seamlessly integrate with existing

systems. Ensuring scalability and integration often requires careful planning and collaboration between IT and business teams.

Cost considerations are another important factor to consider. Implementing new technologies can be expensive, and organizations must carefully weigh the costs against the potential benefits. It's essential to ensure that the chosen technologies offer a positive return on investment and align with the organization's long-term goals.

REFLECTING ON POTENTIAL OF TECHNOLOGY, HOW CAN INDUSTRIES LEVERAGE ADVANCEMENTS TO ADDRESS PRESSING SOCIAL AND ENVIRONMENTAL ISSUES, WITHOUT SPECIFYING AI? As technology continues to evolve, it simultaneously presents challenges and solutions across various fronts.

On a social aspect, advancements in technology have facilitated access to information, bridging gaps in education and skills development. Digital methods of education and online learning platforms have revolutionized the educational sector, enabling individuals to access resources and opportunities regardless of geographical location.

Moreover, we’ve seen advancements in telemedicine for remote consultations and surgeries, empowering communities with access to healthcare services and promoting health awareness through wearable devices and mobile-

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CIO PROFILE based monitoring.

On the environmental front, technology plays a crucial role in addressing challenges by promoting sustainability and resource management. Cleaner sources of energy and smarter solutions such as IoT devices, GPS, drones, and smart monitors contribute to reducing carbon footprint and waste, fostering a more sustainable future.

In essence, technology serves as a catalyst for social empowerment, environmental sustainability, and community development, offering innovative solutions to global challenges while fostering collaboration and collective action towards a brighter future.

CONSIDERING THE INTEGRATION OF TECHNOLOGY INTO VARIOUS ASPECTS OF OUR LIVES, HOW CAN WE ENSURE THAT TECHNOLOGY ENHANCES HUMAN EXPERIENCES RATHER THAN SUPPLANTING THEM? We leverage technology to enhance, not replace, human interactions at Jannah. From AI-powered personalization to digital concierge services, we prioritize convenience without compromising on personalized service. By integrating technology thoughtfully, we create seamless experiences while maintaining the warmth and hospitality of human interaction.

ENVISIONING THE EVOLUTION OF WORKPLACE CULTURE, HOW DO YOU ANTICIPATE THE FUTURE SKILLS LANDSCAPE, AND WHAT STEPS

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ARE YOU TAKING TO PREPARE YOUR WORKFORCE FOR THESE CHANGES? Looking over the events surrounding 2020, it was generally a positive year for Tech. it accelerated a lot of the dormant technologies and made them available for use immediately and now became essential and at very affordable prices, from that onwards we can overview how the workplace is reshaping with less focus on office space presence , more jobs are being done through Work from Home and many companies have introduced a schedule where at least 1 day a week no office presence is required.

Looking ahead, we anticipate the rise of virtual reality (VR) based meetings and augmented reality (AR) interactions with work data, further revolutionizing how teams collaborate and engage with information.

The influx of Generation Z into the workforce brings with it a new set of expectations, including a focus on flexible schedules, prioritization of mental and physical health, and a strong desire for continuous learning and development. This generational shift also underscores the importance of fostering a tech-friendly environment and leveraging smart assistive tools such as AI, AR, and robotics to enhance productivity and efficiency across the organization.

It is essential to implement a robust mentoring and development program. By leveraging the expertise of Gen X, Gen Y, and Boomers to help mentor Gen Z organizations can

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nurture future leaders.

This reciprocal mentorship approach also expedites the exchange of technological insights, ensuring that the innovative practices embraced by Gen Z are integrated into the workflows of older generations.

CONSIDERING THE EVOLVING LANDSCAPE OF BANKING/HR, HOW DO YOU FORESEE THE ROLE OF TECHNOLOGY IN SHAPING CUSTOMER INTERACTIONS AND SERVICE DELIVERY IN THE FUTURE? The future of customer interactions will see a shift towards a more Web3-focused approach, with augmented reality (AR) playing a significant role in providing immersive experiences, particularly in retail and homerelated purchases.

To deliver a customer-focused experience, organizations must prioritize understanding customer behavior, patterns, and needs. By leveraging technology to integrate multiple touchpoints seamlessly, organizations can proactively engage customers and ensure a consistent experience across channels.

Furthermore, striking a balance between self-service and automation is essential.

While automation streamlines processes, human touch remains crucial in handling complex customer interactions effectively.

By emphasizing personalized experiences over transactional services, organizations can cultivate stronger customer relationships and drive loyalty.

CIO PROFILE

Emerging Technologies and Trends to Watch in Real Estate HOW DOES OUR CURRENT IT STRATEGY SUPPORT YOUR COMPANY’S OVERALL INNOVATION GOALS? By following our current IT strategy, we are committed to innovating and transforming our business processes, functions, and services with the help of cutting-edge technologies and solutions.

We aim to balance our portfolio of technology investments between short-term and longterm projects, and between innovation and optimization initiatives.

ALA ELAYYAN

AVP -IT Deyaar Development PJSC

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CIO PROFILE The digital services that we have planned for 2024 are designed to optimize our cost, quality, and delivery of goods and services, and to provide our customers and tenants with convenient, accessible, and personalized experiences. The digital services will also enable us to foster a culture of innovation, collaboration, and continuous improvement within our organization .

HOW DO YOU PRIORITIZE TECHNOLOGY INVESTMENTS TO ENSURE THEY BOTH SUPPORT INNOVATION AND ACHIEVE COST OPTIMIZATION? One of the ways we prioritize technology investments is by using a balanced scorecard approach, which evaluates the potential benefits and risks of each project based on four perspectives: financial, customer, internal process, and learning and growth.

We also consider the alignment of each project with our strategic objectives, the feasibility and scalability of the solution, and the expected return on investment.

We aim to balance our portfolio of technology investments between short-term and long-term projects, and between innovation and optimization initiatives.

We believe that generative AI has the potential to disrupt and transform our industry in various ways, such as creating new products and services, enhancing customer and employee engagement, improving operational efficiency and quality, and generating new insights and value from data. For example, generative AI could enable us to

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design and customize buildings and spaces according to customer preferences and needs, create realistic and immersive simulations and virtual tours, automate and optimize maintenance and energy management, and generate novel and creative solutions for complex problems.

WHAT CRITERIA DO YOU USE TO DECIDE WHETHER TO INVEST IN NEW TECHNOLOGIES OR OPTIMIZE EXISTING SOLUTIONS? We use a proven method to assess new technologies and optimize existing solutions based on three dimensions: business outcomes, technical capabilities, and organizational readiness. This method helps us to identify the value proposition, feasibility, and risks of each technology option and compare them with our current state and desired future state.

According to this method, we evaluate each technology option based on the following criteria: • Business outcomes: How well does the technology option support our strategic objectives, customer needs, and market opportunities?

What are the expected benefits and costs of adopting the technology option? How does the technology option compare with other alternatives in terms of value creation and competitive advantage?

• Technical capabilities: How mature and reliable is the technology option? What are the technical requirements

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and dependencies of implementing the technology option? How does the technology option fit with our existing IT architecture and standards? How scalable and adaptable is the technology option to changing business needs and environments?

• Organizational readiness: How prepared and willing are we to adopt the technology option? What are the organizational impacts and implications of implementing the technology option? How much effort and resources are needed to deploy and maintain the technology option? How do we manage the change and risk associated with the technology option?

We use a scoring system to rate each criterion on a scale from 1 (low) to 5 (high) and calculate the overall score for each technology option. We also consider the priority, urgency, and interdependencies of each technology option. Based on the scores and other factors, we categorize each technology option into one of the four quadrants of the method matrix: transform, grow, optimize, or maintain.

We then prioritize and allocate our technology investments accordingly.

HOW DO YOU ENVISION GENERATIVE AI IMPACTING YOUR INDUSTRY IN THE NEXT 5 TO 10 YEARS? For the real estate industry, generative AI can offer various possibilities and advantages.

CIO PROFILE In the next 5-10 years, we envision that generative AI will disrupt and transform the industry in various ways, such as creating new products and services, enhancing customer and employee engagement, improving operational efficiency and quality, and generating new insights and value from data.

In addition to generative AI, we are also monitoring other developing technologies and trends that might impact our industry, such as blockchain, smart contracts, big data analytics, augmented reality, and IoT. WHAT ARE THE KEY CHALLENGES YOU FORESEE IN INTEGRATING GENERATIVE AI TECHNOLOGIES INTO YOUR EXISTING IT INFRASTRUCTURE? Generative AI technologies pose several challenges for integrating into existing IT infrastructure, such as: • The high computational and data requirements of generative AI models, which might exceed the current capabilities and budgets of many organizations.

• The need for new skills and expertise to develop, deploy, and maintain generative AI solutions, such as data scientists, AI engineers, and domain experts.

Therefore, it is important for organizations to assess their readiness and maturity for adopting generative AI technologies and to develop a strategic roadmap and governance framework to address these challenges.

ARE THERE ANY EMERGING TECHNOLOGIES OR TRENDS THAT YOU ARE KEEPING AN EYE ON? As an AVP-IT working for the real estate industry, I am constantly monitoring the latest developments and innovations in the field of technology that can impact the way we buy, sell, and manage properties. Some of the key technologies or trends that I am following closely are: • Payment methods: With the increasing popularity of online and mobile platforms for buying and selling properties, there is a demand for fast, secure, and convenient payment methods that can facilitate transactions across borders and currencies. I am researching solutions such as digital wallets, peer-to-peer payments, and cryptocurrency payments that can offer more options and flexibility for our clients and partners.

• Digital KYC: Know your customer (KYC) is a critical process for verifying the identity and credibility of our clients, especially in highvalue transactions. However, traditional KYC methods

can be time-consuming, costly, and prone to errors and fraud. I am evaluating digital KYC solutions that can leverage artificial intelligence, biometrics, and blockchain to automate and streamline the KYC process, reduce operational risks, and enhance customer satisfaction.

• Blockchain: Blockchain is a distributed ledger technology that can enable secure, transparent, and immutable transactions and records. I am analyzing how blockchain can be applied to the real estate industry to improve trust, efficiency, and traceability in areas such as property registration, title transfer, contract management, and smart contracts. Blockchain can also enable new business models and opportunities, such as tokenization, fractional ownership, and decentralized marketplaces.

These are some of the emerging technologies or trends that I am keeping an eye on, and I believe they have the potential to transform the real estate industry in the near future.

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CIO PROFILE

Challenges of Integrating Generative AI into IT Infrastructure

New technologies that offer significant innovation potential and can provide a competitive edge are considered and part of our strategic planning.

ANTONIO CAMPOS DIONISIO

Group CIO MIG Holding

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CIO PROFILE HOW DOES OUR CURRENT IT STRATEGY SUPPORT YOUR COMPANY’S OVERALL INNOVATION GOALS? Our IT strategy is intricately aligned with our broader innovation goals to foster a culture of continuous improvement and digital transformation. The core of our strategy focuses on enhancing customer experience, improving operational efficiency, and enabling data-driven decisionmaking. By leveraging advanced analytics, cloud computing, and AI-driven solutions, we ensure that our services remain cuttingedge and responsive to the evolving needs of our clients. As a Group, we have established a robust digital infrastructure that supports agile development methodologies, allowing us to rapidly deploy new features and services. This agility is crucial for staying ahead in a competitive market and meeting the dynamic demands of our customers.

Furthermore, our strategy includes a strong emphasis on cybersecurity to protect our clients’ data and build trust in our digital offerings.

HOW DO YOU PRIORITIZE TECHNOLOGY INVESTMENTS TO ENSURE THEY BOTH SUPPORT INNOVATION AND ACHIEVE COST OPTIMIZATION? Prioritizing technology investments requires a balanced approach that considers both innovation and cost optimization.

Investments are assessed based on their alignment with our

long-term business goals and strategic initiatives. Projects that drive significant improvements in customer experience, operational efficiency, or competitive advantage are given priority.

Then, and depending on the projects, we conduct thorough return on investment (ROI) analyses to quantify the expected benefits and payback period of each technology investment.

This helps us identify projects that offer the highest value for money. Besides, technologies that are scalable and adaptable to future needs are prioritized. In a nut-shell, this ensures that our investments remain relevant and valuable as our business grows and evolves.

WHAT CRITERIA DO YOU USE TO DECIDE WHETHER TO INVEST IN NEW TECHNOLOGIES OR OPTIMIZE EXISTING SOLUTIONS? As I have mentioned earlier, this is also part of the prioritization process, and it involves several key criteria.

First, we compare the costs and benefits of implementing new technologies versus enhancing current systems. This includes evaluating the current adoption of the solution, longterm costs of maintenance, support, and upgrades. It is a matter of common sense. If existing systems are meeting performance and business requirements efficiently, optimization is a more costeffective approach.

New technologies that offer significant innovation potential

and can provide a competitive edge are considered and part of our strategic planning.

Ultimately, the feedback from end-users, both employees and customers, plays a critical role.

If there is a strong demand for new functionalities or better performance, investing in new technologies may be the preferred choice as adoption is one of our most important success metrics for a change.

HOW DO YOU ENVISION GENERATIVE AI IMPACTING YOUR INDUSTRY IN THE NEXT 5 TO 10 YEARS? Given the exponential growth and evolution of AI, I foresee that in the next 5 to 10 years, many industry players will utilize AI to automate underwriting, claims processing, and risk analysis with greater accuracy. By generating sophisticated models and simulations, AI can help us understand complex risk patterns and develop more personalized insurance products.

Additionally, generative AI will transform customer interactions.

AI-driven chatbots and virtual assistants will provide more natural and intuitive customer service experiences, handling routine inquiries and claims processing with minimal human intervention. This will not only improve efficiency but also enhance customer satisfaction.

Moreover, generative AI will facilitate the creation of highly customized marketing campaigns and product offerings. By analyzing vast amounts of data,

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CIO PROFILE

generative AI can identify unique customer preferences and tailor solutions to meet specific needs, driving higher conversion rates and customer loyalty.

WHAT ARE THE KEY CHALLENGES YOU FORESEE IN INTEGRATING GENERATIVE AI TECHNOLOGIES INTO YOUR EXISTING IT INFRASTRUCTURE? Currently, my primary focus is ensuring that our use of generative AI adheres to ethical standards and regulatory requirements, rather than its integration with our IT

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infrastructure. This involves addressing issues related to data privacy, bias, and transparency. Additionally, I am concerned with developing effective change management strategies to ensure employees are adequately trained and organizational processes are adapted to fully leverage the potential of generative AI. The implementation of our first two generative AI projects highlighted these challenges as the most significant.

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ARE THERE ANY EMERGING

TECHNOLOGIES OR TRENDS THAT YOU ARE KEEPING AN EYE ON? I like following the Gartner™ Hype Cycle. They give a very good graphical representation of the emerging technologies maturity and adoption. Both my eyes are now on AI. Currently, they are likely past the "Peak of Inflated Expectations" and entering the "Slope of Enlightenment."

This means that while early enthusiasm may have waned, practical applications are emerging, and the technology is proving its value.

CIO PROFILE

HSA Group's CIO on Leveraging Technology for Innovation and Competitiveness WHAT TECHNOLOGICAL SOLUTIONS IS YOUR ORGANIZATION LEVERAGING TO DRIVE INNOVATION AND MAINTAIN A COMPETITIVE EDGE WITHIN YOUR INDUSTRY? At HSA Group, we're driving innovation and a competitive edge through our digital transformation journey. This journey is guided by the HSA digital transformation framework, which focuses on four key levels: 1. Digital Transformation Goals: This level sets the overall vision and objectives for our digital transformation efforts. It outlines how technology

From a CIO standpoint, seamless humantech collaboration hinges on two things: intuitive interfaces and accessible data.

DR. SALAHUDDIN ALMOHAMMADI

Group CIO HSA Group

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CIO PROFILE can help us achieve our strategic business goals.

2. Strategic Business Priorities: Here, we translate those digital transformation goals into concrete business priorities.

This might involve improving operational efficiency, enhancing customer experiences, or developing new products and services.

3. Digital Dexterity: This level focuses on building our internal capabilities to leverage digital technologies effectively. This could involve training people on new tools to improve their digital skills, fostering a digital culture, and developing digital leaders.

4. Digital Enablers: Finally, this level identifies the specific technological solutions that will enable us to achieve HSA digital transformation goals and business priorities such as cloud, D&A, cybersecurity, IoT and AI. The HSA digital transformation framework with these four levels, HSA Group fit the gap between business and technology and we ensure that these components of the DT framework are driving HSA digital transformation journey, innovation, and a sustainable competitive edge.

FROM YOUR PERSPECTIVE, WHAT STRATEGIES CAN ORGANIZATIONS EMPLOY TO EQUIP THEIR TEAMS WITH THE REQUISITE SKILLS FOR SUCCESS IN AN EVOLVING TECHNOLOGICAL LANDSCAPE? As HSA Group CIO, I see three key strategies to empower

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teams of organizations for the tech revolution. First, prioritize continuous learning with regular training, virtual trainng, and skill-sharing initiatives. Second, cultivate a culture of innovation by encouraging experimentation and embracing calculated risks. Finally, focus on building well-rounded professionals by fostering adaptability, strong communication, and problemsolving skills alongside technical expertise. By equipping teams with these tools, we'll ensure that any organization stays agile and thrives in the ever-changing tech landscape.

IN YOUR VIEW, WHAT MEASURES CAN BE TAKEN TO FACILITATE SEAMLESS COLLABORATION BETWEEN HUMAN CAPABILITIES AND EMERGING TECHNOLOGIES, OPTIMIZING OPERATIONAL PROCESSES AND DECISIONMAKING? From a CIO standpoint, seamless human-tech collaboration hinges on two things: intuitive interfaces and accessible data. We need user-friendly tools that augment human strengths, not replace them. Additionally, fostering a

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data-driven culture with clear, democratized access to insights empowers teams to make informed decisions, maximizing both human intuition and machine analysis.

ADDRESSING CHALLENGES IN HR AND FINANCE, WHAT HURDLES DO YOU FIND MOST SIGNIFICANT WHEN IMPLEMENTING TRANSFORMATIVE TECHNOLOGIES? As a CIO, two key hurdles arise when implementing transformative technologies across HR and Finance: change management and data integration. Shifting mindsets within HR to embrace new talent development tools and fostering a data-driven culture in Finance can be challenging.

Additionally, integrating legacy systems with modern solutions can be complex and require careful planning to ensure seamless data flow and avoid disruptions.

Overcoming these hurdles requires strong leadership buy-in, clear communication, and a phased implementation approach to ensure a smooth transition and maximize the benefits of these transformative technologies.

CIO PROFILE RELECTING ON POTENTIAL OF TECHNOLOGY, HOW CAN INDUSTRIES LEVERAGE ADVANCEMENTS TO ADDRESS PRESSING SOCIAL AND ENVIRONMENTAL ISSUES, WITHOUT SPECIFYING AI? The current technological landscape offers a wealth of tools for industries to tackle pressing social and environmental issues.

Here's how: Data-Driven Sustainability: By leveraging big data analytics and sensor technology, industries can optimize resource consumption, track environmental impact, and identify areas for improvement.

This empowers data-driven decision-making for sustainable practices.

Precision Technologies: Advancements in robotics and automation can offer highly targeted solutions. For example, precision agriculture can optimize water usage and minimize pesticide use, while robotics can assist in hazardous waste management and disaster relief efforts.

I think by leveraging these technological breakthroughs, industries can progress toward a future that is not only at the forefront of innovation but also upholds social responsibility.

CONSIDERING THE INTEGRATION OF TECHNOLOGY INTO VARIOUS ASPECTS OF OUR LIVES, HOW CAN WE ENSURE THAT TECHNOLOGY ENHANCES HUMAN EXPERIENCES RATHER THAN SUPPLANTING THEM? From my view, to ensure

technology enhances, not supplants, human experiences, a two-pronged approach is crucial.

Firstly, prioritize human-centered design. Technology should be intuitive and complement our strengths, not replace them.

Secondly, promote mindful usage.

Businesses and individuals can foster digital wellness initiatives, encouraging breaks from technology addiction and prioritizing face-to-face interaction.

ENVISIONING THE EVOLUTION OF WORKPLACE CULTURE, HOW DO YOU ANTICIPATE THE FUTURE SKILLS LANDSCAPE, AND WHAT STEPS ARE YOU TAKING TO PREPARE YOUR WORKFORCE FOR THESE CHANGES? The future workplace will demand adaptability, digital fluency, and strong collaboration skills. We anticipate a skills shift towards data analysis, complex problemsolving, and human-machine teaming. To bridge this gap, we're investing in continuous learning programs, fostering crossfunctional collaboration, and promoting digital literacy initiatives to prepare our workforce for a thriving future.

CONSIDERING THE EVOLVING LANDSCAPE OF BANKING/ HR, HOW DO YOU FORESEE THE ROLE OF TECHNOLOGY IN SHAPING CUSTOMER INTERACTIONS AND SERVICE DELIVERY IN THE FUTURE? The technological landscape is rapidly transforming the way we interact with customers and deliver

services. Here's a glimpse into the future: Personalized Experiences: AI-powered tools will analyze customer data to anticipate needs and preferences. Imagine chatbots that seamlessly answer complex questions or recommend products tailored to individual interests.

Seamless Omnichannel Support: Customers will expect consistent, frictionless service across all channels – mobile apps, social media, or physical stores. Technologies like unified communication platforms will ensure a smooth handover between channels.

Proactive Engagement: Predictive analytics will identify potential issues before they arise, allowing companies to offer proactive solutions. This could involve preemptive maintenance alerts or personalized support based on past interactions.

Augmented Reality (AR) and Virtual Reality (VR): Immersive technologies will revolutionize customer service. Imagine using AR to troubleshoot equipment issues remotely or VR training modules for employees.

The Human Touch Remains Vital: Despite automation advancements, human expertise will remain crucial for complex issues and building trust. The focus will shift towards a collaborative approach – AI empowers agents to resolve issues faster and deliver exceptional customer experiences.

At the end, technology will be the engine driving these changes, but the human element will always be at the heart of excellent customer service.

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CIO PROFILE

Smart Tech Investments for Innovation and Cost Reduction

Generative AI demands substantial, highquality data, yet fashion industry data constantly evolves with changing trends, making consistent datasets scarce.

SOMY VARGHESE

Head of Digital Transformation and Technology

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CIO PROFILE HOW DO YOU PRIORITIZE TECHNOLOGY INVESTMENTS TO ENSURE THEY BOTH SUPPORT INNOVATION AND ACHIEVE COST OPTIMIZATION? Prioritizing technology investments to support innovation and achieve cost optimization involves a strategic approach focusing on key factors: • Alignment with Strategic Objectives: Technology investments must directly support the company's vision and strategic goals, driving the realization of its mission and reinforcing core priorities.

• Core Operations vs. Future Preparedness: Evaluate whether the technology enhances core operational efficiency or prepares the organization for future challenges. Investments improving essential operations provide immediate benefits, while those aimed at future readiness ensure long-term competitiveness.

• Scalability, Flexibility, and Security: Assess if the technology improves scalability, flexibility, and security. Scalable solutions can grow with the business, flexible technologies adapt to changing needs, and robust security measures protect assets, ensuring sustainable innovation and risk management.

• Integration with Existing Infrastructure: Consider whether the investment builds on existing infrastructure or to introduces new systems. Leveraging current systems can optimize costs and reduce implementation time, while new technologies

might offer transformative benefits but come with higher initial costs and integration challenges.

• R OI and TCO Analysis: Conduct thorough assessments of return on investment (ROI) and total cost of ownership (TCO).

Prioritize investments with higher ROI and lower TCO to ensure financial viability and efficient resource utilization.

By aligning technology investments with above elements, organizations can effectively support innovation while achieving cost optimization.

WHAT CRITERIA DO YOU USE TO DECIDE WHETHER TO INVEST IN NEW TECHNOLOGIES OR OPTIMIZE EXISTING SOLUTIONS? Adopting new technologies can disrupt business operations, causing temporary slowdowns and impacting productivity and revenue. Conversely, optimizing existing solutions usually entails less disruption. When deciding whether to invest in new technologies or optimize existing ones, businesses must strategically assess factors such as initial investment, integration complexity, training expenses, disruption to operations, longterm maintenance, and scalability to determine the most costeffective approach. Carefully manage the associated risks.

• C urrent Technology Status: Assess if your existing technology is outdated or becoming obsolete, which can result in maintenance challenges and escalating costs without

significant enhancements. Aging systems can become liabilities, necessitating either substantial upgrades or complete replacement.

• Proven Technology: Consider whether the new technology under consideration is a proven solution with positive recommendations from current users. Established technologies with demonstrated success offer lower risks and reliable performance, making them safer investments.

• Innovation Risk: Assess the risks associated with adopting brand-new, untested technologies. While they may offer groundbreaking potential, the uncertainty regarding their effectiveness, resource demands, and costs can be significant.

• ROI and TCO Analysis: Compare the financial implications of new investments versus optimizing current solutions, prioritizing options that provide higher ROI and lower TCO over time.

• Enhancement vs. Innovation: Determine if the investment enhances your existing technology stack or introduces a complete innovation.

Enhancements to existing systems can be more costeffective and less disruptive, while new technologies can drive transformative.

HOW DO YOU ENVISION GENERATIVE AI IMPACTING YOUR INDUSTRY IN THE NEXT 5 TO 10 YEARS? Generative AI is poised to revolutionize the fashion and

JUNE 2024

THE TITANS 19

CIO PROFILE

luxury industry, impacting creative design, merchandising, runway campaigns, and Clienteling in the coming 5 to 10 years. *McKinsey analysis suggests AI could contribute significantly to the sectors' operating profits, potentially adding up to $275 billion. From streamlining collaborative design processes to expediting content creation, generative AI offers new avenues for creativity by processing diverse forms of "unstructured" data like text, images, and video.

This innovation has the potential to shorten the typical 6-month waiting period for new collections.

Nonetheless, challenges regarding the ownership of AI-generated works' intellectual property and creative rights, particularly when incorporating multimodal data sources, must be addressed.

Industry leaders must navigate this transformative landscape carefully, maximizing generative

20 THE TITANS

AI's benefits while ensuring legal and ethical compliance to drive innovation and competitiveness.

WHAT ARE THE KEY CHALLENGES YOU FORESEE IN INTEGRATING GENERATIVE AI TECHNOLOGIES INTO EXISTING IT INFRASTRUCTURE? Integrating generative AI into existing IT infrastructure poses significant challenges, especially in industries like fashion, where visual storytelling is paramount.

Visual content's ability to captivate audiences and evoke emotions drives brand affinity and sales. However, several hurdles need addressing.

Firstly, data compatibility is crucial. Generative AI demands substantial, high-quality data, yet fashion industry data constantly evolves with changing trends, making consistent datasets scarce. This necessitates continual data annotation and

JUNE 2024

updating. Secondly, computational resources are essential. Largescale generative models like GPT require robust hardware such as GPUs for efficient training and inference, potentially requiring infrastructure upgrades. Security and privacy concerns loom large.

Regulatory compliance adds complexity, with GDPR requiring adherence to data privacy and ethical standards. Ensuring AI aligns with these regulations is imperative. Training staff is vital, as is navigating legal and regulatory landscapes, especially concerning data ownership and intellectual property rights. Finally, explainability and interpretability are pivotal. Understanding generative model decisions is essential in visually driven industries, where transparency builds trust. Overcoming these challenges demands holistic approaches integrating technology, compliance, and human expertise.

CIO PROFILE

AR and VR to Transform Technology in Coming years

When it comes to integrating Gen-AI technologies into existing infrastructure, the key challenges often involve legacy technology

ADAM DOCRAT

Head of Information Technology GCC at Chemist Warehouse

JUNE 2024

THE TITANS 21

CIO PROFILE

HOW DOES YOUR CURRENT IT STRATEGY SUPPORT YOUR COMPANY'S OVERALL INNOVATION? As a start-up in the region, our IT strategy is pivotal in shaping the company's direction. As a retail company, technology is at the forefront of our customer experience. We're leading the way in innovation to deliver world-class experiences to our consumers, patients, and staff.

Our current strategy involves building on the foundation laid by our parent company over the past 20 years. We're using modern technology to enhance their hard work, aiming to improve patient experiences and create a better office environment for our back office and support staff. IT is undoubtedly the backbone of our organization.

When it comes to prioritizing technology investments, we

22 THE TITANS

focus on ROI and cost realization.

We evaluate each technology piece based on the revenue it can generate, its potential to improve customer experience, and its overall impact on the business. Apart from our core ERP system, all our technology implementations are driven by these considerations.

One of our major projects is the replenishment optimization solution. This involves analyzing customer data, sales trends, market information on seasonality, and supplier data to forecast demand accurately.

This ensures we have the right products on the shelves, increasing revenue while maintaining lean inventory and cash flow. It's all about having the right product in the right place at the right time and quantity.

JUNE 2024

WHAT CRITERIA DO YOU

USE TO DECIDE WHETHER TO INVEST IN SOME TECHNOLOGY? As a start-up, we aim to accomplish everything quickly, but time and cost are critical factors.

Our first priority is implementing technology to meet regulatory and compliance guidelines. Next, we roadmap the technology to determine what will benefit our customers the most, increase revenue today, and optimize workloads immediately. These are the elements we prioritize for day one.

Speed to market is also essential.

As a start-up launching our first store soon, we focus on deploying tools that provide immediate benefits, capturing low-hanging fruit that can be implemented within weeks rather than months.

When it comes to integrating Gen-AI technologies into existing infrastructure, the key challenges often involve legacy technology.

CIO PROFILE

Fortunately, we don't face this issue, allowing us to implement Gen-AI, workload optimizations, and data analytics from day one.

However, other companies may struggle with user adoption and updating legacy systems to be compatible with Gen-AI. The best approach is to understand what you want GenAI to achieve. Identify the specific questions or needs, no matter how small, and then find the appropriate Gen-AI technology to address them. For example, if a call center receives a thousand calls daily and the goal is to reduce call volume, consider implementing an automated responder or online chatbot.

These tools can be trained by service agents' responses to handle queries before they reach a human agent.

It's important to maintain a human element while building tools to augment the customer experience. These tools can support the team and reduce call waiting times by assisting

with frequently asked questions, enhancing overall efficiency without replacing human interaction.

ARE THERE ANY EMERGING TECHNOLOGIES OR TRENDS THAT YOU ARE KEEPING AN EYE ON? We've already seen the rise of co-pilot, which is a part of GenAI technology. However, where I really see a game-changer, and I know it's cliché, but it’s still relevant, is the metaverse.

In the next five to ten years, AR and VR are going to push the boundaries of technology.

You've seen what Apple's Vision Pro can do. While it may not be ready for today’s market, in the future, wearable headsets and devices will revolutionize how we visualize information and enhance customer experiences.

Imagine walking into a store with a headset that provides immediate benefits, pricing, competitive comparisons, and complementary product

information right in your field of view, rather than on your phone.

This is the future I see emerging in the next decade.

Regarding data and cybersecurity, these are no longer optional; they are essential. A dedicated cybersecurity team is as crucial as having a finance team or supply chain head. The role of cybersecurity should not fall solely on the IT manager but should be handled by an independent, dedicated division.

The reliance on technology means any security incident can halt business operations and any data breach can significantly impact your brand globally.

With the increasing use of AI tools like co-pilot, we are continuously feeding them data, often without realizing the implications. It's unchecked, and while we use these tools to analyze data, that data can be used to train models and potentially benefit competitors. This underscores the importance of robust data security and privacy measures.

JUNE 2024

THE TITANS 23

EVENT

The World CIO 200 Summit Celebrates IT Innovation in Morocco The World CIO 200 Summit kicked off its

connecting IT and security leaders to

Hadi, Business Head – UAE and Africa at

roadshow in Morocco last week on the

share best practices and engage with

HPE Aruba. The panel featured

sidelines of Gitex Africa. The event was

peers.

Mohammed Yassine El Kholti, Director of

inaugurated by Flavio Carvalho, CISO of

This was followed by a thought-provoking

IT at EMID - Al Rashideen International

Sofinco Espana, who lauded GEC Media

panel discussion on “AI’s impact on

Holding; Abderrahim Assafar, IT Manager,

Group’s efforts to build a global platform

strategic decision making” led by Zeeshan

Foundation Jardin Majorelle; Mohammed

24 THE TITANS

JUNE 2024

EVENT The winners of the CIO 200 Morocco included:

Belrhitri, CIO of Bank Al Yousr; and Youness Zmirli, IT Director of Foundever.

The panelists explored various aspects of leveraging AI for executive decision-making, including its ethical implications and pitfalls to avoid. In an age where

Abderrahim Assafar

Jardin Majorelle

NEXT-GEN

Rachid Zine

ACWA Power

LEADER

Mohammed Yassine El Kholti

EMID

LEADER

Abdelhak Briqiq

Marriott

LEADER

Mohamed-Zakaria Berghazi

Nareva

LEADER

Achraf Karmaoui

HPM

LEADER

Imen Hbiri

RoboCare

LEADER

Tarik Elaramram

Matu Assurance

MASTER

Mohammed Belrhitri

Al Yousr Bank

MASTER

Imad Tija

GBP

MASTER

Abdellatif Bichraoui

AFMA Group

MASTER

Youness Zmirli

Foundever

MASTER

Yassine Moudatir

Sanlam Morocco

MASTER

Couachi Hammou

CDG

LEGEND

Gaidi Omar

CDG Capital

LEGEND

Amine Benkirane

Folly Fashion SA

LEGEND

Khalid Ayoujil

Magherbail

LEGEND

Rida Ourich

Pizza Hut Morocco

LEGEND

Ayda, Mejri

Lilas

LEGEND

Abderrazak Bakkas

Les Domaines Agricoles

LEGEND

Sadok Thabet

L'Expert

LEGEND

everything is being repackaged with the AI moniker, Zeeshan urged CIOs to separate the chaff from the wheat and select vendors and partners with a proven track record in the domain.

JUNE 2024

THE TITANS 25

EVENT

The World CIO 200 Summit UAE Edition: A Landmark Event in IT Leadership The UAE edition of the World CIO 200

The World CIO 200 Summit’s UAE

AlBlooshi, Chief Innovation Officer /

Summit UAE Edition was held in the

country ambassador, Peter Gesper,

Director – Training and Development

Lapita Resort in Dubai, drawing top tech

kickstarted the summit with a powerful

Center, Emirates Health Services

leaders. This year’s edition continued the

presentation on the future of

• Mike Asfar, EMBA, Director of

legacy of being the world’s largest CIO

infrastructure and corporate applications

Information Technology Digital

Leadership excellence program, providing

in the global IT landscape. His insights

Transformation, Abdul Latif Jameel

a unique platform for CIOs to engage in

from industry leaders provided a robust

International

meaningful discussions and share new

foundation for the discussions that

• Anchal C., Group Head of IT and

insights.

followed.

Projects, Leading Banking and Insurance

Opening Remarks by Ronak

Panel Discussion: Unleash the Might:

• Sourav Sinha, Chief Information

Samantaray, CEO of GEC Media Group

Creating a Unified Vision Moderated by

Officer, BeOnd Airline

Ronak set the stage with a thought-

Feras Al Jabi, CEO/GM of ITQAN Al

• Adam Docrat, Head of IT, Chemist

provoking note on the evolving role of

Khaleej, this session featured an

Warehouse UAE.

CIOs in the current era. His address

esteemed panel of IT leaders:

The discussion emphasized the

highlighted the critical contributions of

• Dr. Latha Suresh, Director – Global

importance of creating a unified vision

CIOs in driving technological innovation

Information Technology, Taghleef

within organizations to drive

and strategic growth within

Industries

technological advancement and achieve

organizations.

• Dr. Kalthoom Al Blooshi Mohammad

strategic objectives. Each panelist shared

26 THE TITANS

JUNE 2024

EVENT

valuable insights from their respective

strategies for leveraging AI to enhance

The Path Forward and Hybrid

industries, highlighting the role of

data management and operational

Multicloud: Raif Abou Diab, Country

leadership, cross-functional

efficiency.

Manager for UAE, Oman & Pakistan at

collaboration, and strategic alignment.

The Three Commitments of Exceptional

Nutanix Inc., shared his expertise on

Bring AI to Your Data with Dell

Leaders : Ali El Kontar Ali El Kontar, CEO

hybrid multicloud solutions. His

Technologies : Charbel Zreiby, Regional

of Zero&One, captivated the audience

presentation offered valuable insights

Director of Channel Data Centre

with his session on “The Three

into the future advancements and

Specialists CEEMETA at Dell

Commitments of Exceptional Leaders.” He

adaptability of hybrid multi-cloud

Technologies, delivered an insightful

explored the essential commitments that

technologies, emphasizing their critical

session on how Dell is transforming data

define leadership excellence, inspiring

role in modern IT infrastructure.

management with AI. His presentation

attendees to integrate these principles

Panel Discussion: Gen AI – Use Cases,

provided attendees with advanced

into their leadership practices.

Infrastructure Readiness, and

JUNE 2024

THE TITANS 27

EVENT

Adaptability Moderated by Jeevan

USA, provided an in-depth look into the

digital era through innovative AI

Thankappan,Managing Editor, GEC Media

future of cybersecurity. His session on

applications.

Group, this panel included:

“Governance & Continuous Monitoring”

Future of Collaboration Technology:

• Manny Johal, Chief Information Officer,

offered valuable guidance on enhancing

Ektaa Puthran, Head of Sales APAC &

Premiera Education Group

cybersecurity measures to protect

MEA at Barco, unveiled the latest

• Alaa Alyaseen Kurbag, Director-

against evolving threats.

innovations in collaboration technology.

Information Tech., MAF Retail Carrefour

Panel Discussion: Agility and

Her presentation highlighted the impact

• Vipul Singhal, Digital Transformation

Adaptability: Moderated by Amir Ashour,

of advanced collaboration tools on

Leader

Project Manager – International

enhancing organizational efficiency and

• Arun Kumar Mohta, Group IT Head, FJ

Expansion at haifin (e& enterprise), this

connectivity.

Group

panel featured:

Announcement of GCF Future

The discussion delved into the real-world

• Ali Katkhada, Group CIO, Depa United

Innovators, STEM Challenge

applications, infrastructure readiness,

Group

The summit concluded with the

and adaptability of Gen AI. Panelists

• Shumon A Zaman, Chief Information &

announcement of the GCF Future

shared their experiences and strategies

Digital Officer, Ali & Sons Holding LLC

Innovators, STEM Challenge. This

for integrating AI technologies to drive

• Vishal Anand, Head of Digital

initiative aims to foster innovation and

innovation and operational efficiency.

Excellence, Sinyar Hospitality.

support the next generation of

Innovation, Technology, and

The discussion centered on how CIOs are

technology leaders, underscoring the

Sustainability by Pure Storage: Wassim

enabling organizations to pivot and

summit’s commitment to nurturing

Abi Saab, Regional Alliances and Channel

innovate rapidly, ensuring they stay

future talent and driving technological

Manager at Pure Storage led a session

ahead of the curve. Panelists shared

advancements.

on the integration of innovation,

their experiences in fostering agility and

The World CIO 200 Summit UAE Edition

technology, and sustainability. He

adaptability within their organizations.

was a remarkable success, thanks to all

emphasized the importance of

Accelerate Enterprise Transformation

attendees’ enthusiastic participation and

sustainable practices in advancing

with Practical AI: Imran Abdulla, GM for

insightful contributions. We look forward

technological innovation and achieving

Middle East and Africa at Orbus

to continuing this journey of innovation

long-term success.

Software, discussed practical AI

and excellence in future editions of the

Navigating the Future of Cybersecurity:

solutions to accelerate enterprise

summit.

Nagesh Konduru Nagesh Konduru,

transformation. His session empowered

Stay connected with us for more updates

Founder & CEO of Banyan Cloud Inc.,

attendees with strategies to thrive in the

and upcoming events.

28 THE TITANS

JUNE 2024

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EVENT

World CIO 200 Summit in Qatar: A Resounding Success with Insightful Panels and Top Tech Honors The Qatar edition of the World CIO 200

Doha, featured three panel

Government Blockchain Association, and

Summit was held in Doha and turned out

discussions:

included Raghid Chara, CIO of Cqur Bank;

to be a top draw. The event, which was

The panel on "Unleash the Might" was

Al Awkal, Country IT Director, Hilton

kicked off by Chander Mohan Raina,

moderated by Radhakrishnan

Worldwide; Nagi Reddy, IT Manager at Q

Head of IT, at Wyndham Grand Regency

Mahalingam, President of the

Ceramic; and Muhammad Qasim, Head

30 THE TITANS

JUNE 2024

EVENT

of IT and Cybersecurity at Lals Group.

MWC. The panelists delved deep into the

organizations to pivot and innovate

The panelists debated the blueprint for

need to embed a culture of strong risk

rapidly to stay ahead of the curve.

creating a unified vision and aligning key

management.

The event also featured two vendor

stakeholders around it to accelerate

John Mankarios, VP of QInvest, anchored

keynotes: Dhiraj Patel, Territory Manager

transformation.

the discussion on “Agility and

– UAE, Oman, and Qatar at Barco, who

The panel on “Building a Resilient

Adaptability.” The panel featured Jad

spoke about collaboration solutions for

Organization” was moderated by Ozel

Hardan, Group Director of Information

hybrid work environments, and Imran

Hurmuzlu, Senior Enterprise Risk

Technology, AFG College with the

Abdulla, GM-MEA, Orbus Software, who

Management Analyst, Qatar University,

University of Aberdeen; Khaled Koro,

discussed ways to transform smarter

and featured Harish Nair, Partner,

Corporate Director of IT, Chiva-Som

with practical AI.

Excelledia Quality Consulting; Majed

Health Resorts; and Muhammad Haseeb

The Summit concluded with CIO 200

Fathallah, Strategic Initiative Specialist;

ur Rahman, IT Incharge, Ned Doha. They

Awards, honouring some of the top tech

and Dr. Mohammed Washid, Director of

shed light on how CIOs are enabling

leaders in the country.

JUNE 2024

THE TITANS 31

EVENT

Kuwait Edition of the World CIO 200 Summit Spotlights Tech Innovation The World CIO 200 Summit’s Kuwait

dynamic and rapidly evolving landscape

the transformative power of technology

edition concluded successfully today. It

of information technology in Kuwait and

and the critical role CIOs play in driving

brought together the country’s top IT

beyond.

innovation within their organizations.

leaders for a day filled with insightful

The Country Inaugural Keynote was

A key session of the event was “Unleash

discussions, innovative ideas, and a

delivered by Yousef Elkordi, Group Head

the Might: Creating a Unified Vision and

shared vision for the future of

of Information Technology at City Group

Stressing the Importance of Aligning

technology. The event showcased the

Co. KSCP. Yousef’s keynote highlighted

Diverse Stakeholders Around a Shared

32 THE TITANS

JUNE 2024

EVENT

Vision for Transformation,” moderated by

Organizations to Pivot and Innovate

provided an invaluable platform for IT

Husain A ALNakkas, Director of

Rapidly to Stay Ahead of the Curve,”

professionals to network, share insights,

Information Technology at the National

followed this. This session was

and explore the latest trends and

Assembly of Kuwait. The panel featured

moderated by Yousef Elkourdi and

technologies shaping the future. The

prominent industry leaders, including

featured Yedhu Vijayan, Regional Manager

event underscored the importance of

Omer Yildirim, Chief Technology Officer at

IT at Gastronomica; Imran Anwar, IT

innovation, collaboration, and strategic

UPayments; Walid Laamarti Bousmaha,

Manager at Alghanim Healthcare; Syed

vision in navigating the complexities of

Chief Technology Innovation Officer at

Amjad Ali, IT Manager at Hassans Optician

the digital age.

Hadi Hospital; and Abdullah Adhami, CIO

Co; Mohammad Akram, IT Manager at Al

As we wrap up this inspiring edition, we

at American Technology Consultant

Salam Hospital Co; and Aneej Thomas, IT

extend our heartfelt thanks to all the

Company LLC. The discussion focused on

Manager at Al Jazeera Real Estate

speakers, participants, and sponsors for

the challenges and strategies for aligning

Development Company. The discussion

their contributions and support. We look

various stakeholders to achieve a unified

highlighted how agility and adaptability

forward to continuing this journey of

vision for technological transformation.

are crucial for organizations to remain

innovation and excellence in the

Another panel discussion on “Agility and

competitive in a fast-paced digital world.

upcoming editions of The World CIO 200

Adaptability: How CIOs are Enabling

The World CIO 200 – Kuwait edition

Summit.

JUNE 2024

THE TITANS 33

CIO PROFILE

Strategic Technology Investments and the Future of Gen AI

Data is omnipresent, and wherever there is data, cybersecurity considerations are crucial.

MIKE ASFAR

Director Information Technology Digital Transformation, Abdul Latif Jameel International

34 THE TITANS

JUNE 2024

CIO PROFILE HOW DO YOU PRIORITIZE TECHNOLOGY INVESTMENTS TO ENSURE THEY BOTH SUPPORT INNOVATION AND COST OPTIMIZATION? It's not solely about cost optimization; there are two key dimensions to consider. First, addressing strategic problems, and second, tackling operational issues. Both aspects contribute to achieving long-term objectives.

In some instances, we need to streamline our internal processes, which in turn improves the customer experience. When it comes to solving strategic problems, we align our roadmap accordingly.

WHAT CRITERIA DO YOU USE TO DECIDE WHETHER TO INVEST IN NEW TECHNOLOGIES OR REFRAIN FROM DOING SO? This is a crucial question. In some cases, we adopt new technologies, while in others, we stick with existing solutions. The decision depends on the specific geography and our speed to market.

Sometimes, revamping an existing solution is more time-consuming and challenging than adopting a new one, especially when we are expanding our business.

So, it varies from market to market? Yes, it depends on the market and the current business situation.

HOW DO YOU ENVISION GENERATIVE AI IMPACTING YOUR INDUSTRY IN THE NEXT 5 TO 10 YEARS? We are already exploring several use cases in our services and new vehicle sales. This initiative will

allow customers to interact with Gen AI, enabling them to ask any question directly instead of having to search for information. We are transitioning from traditional chatbots to Gen AI, which will significantly impact both our customers and internal users in terms of how they operate and integrate with this technology.

However, the cultural adaptation to this technology is a significant challenge that everyone is facing.

Not every culture or organization is open to adopting and integrating new technology. Some people are apprehensive about it, while others are taking full advantage of it. The response varies widely.

understand where and how Gen AI can add value to the business before making a decision.

In my opinion, any initiative in this direction should start with a minimum viable product to demonstrate value. Once the value is shown and management's attention is captured, the process of adoption and investment becomes easier. Organizations should first demonstrate the value. Yes, showing value initially can pave the way for smoother adoption and investment. We are working on several use cases and hopefully, within the next 8 to 9 months, we should be able to present something substantial.

WHAT ARE THE KEY CHALLENGES YOU FORESEE IN INTEGRATING GEN AI TECHNOLOGIES IN YOUR EXISTING IT INFRASTRUCTURE? Budget constraints can be a significant hurdle because adopting advanced technology is expensive, and customizing it for specific industry needs is quite challenging, especially when aiming for a broad application.

Cultural adaptation and adoption are also important factors, but the primary issue is the investment required. It’s crucial to clearly

ARE THERE ANY EMERGING TECHNOLOGIES AND TRENDS YOU ARE KEEPING AN EYE ON? Gen AI is a primary focus, along with AI and ML. These are the leading buzzwords today, and every industry is striving to leverage them to maintain value.

We are also doing significant work in the data field and in cybersecurity. Data is omnipresent, and wherever there is data, cybersecurity considerations are crucial. And threats are pervasive.

These are the top priorities, although we shouldn't neglect

JUNE 2024

THE TITANS 35

other areas.

CIO PROFILE

Proactive Security Measures to Mitigate Risks WHAT MOTIVATED YOU TO CHOOSE THE TECHNOLOGY INDUSTRY? I began my career as part of a cohort of PhDs selected by Mahindra British Telecom, now known as Tech Mahindra.

I have accumulated over 30 years of experience in total, with over a decade in the IT industry and over one and a half decades in manufacturing, soon to be two decades.I ponder what initially sparked my interest in technology.

Life circumstances often lead us to make pivotal decisions. In my case, being an Indian woman meant getting married early. I got married during my doctoral studies and while working as a professor for master's students. As time passed and my family expanded, I sought to complete my doctorate. Serendipitously, an opportunity for PhDs arose, and I applied, assuming they needed doctorate holders for specific roles in areas like semiconductors at British Telecom.

Little did I know that this opportunity would lead me

into the burgeoning IT industry. It was a challenge I embraced, ultimately becoming a part of the program. I found myself completing my thesis and attaining my degree while managing my responsibilities at home.

Despite not having a PhD when I joined a group of 22 peers, I dedicated myself to my work and studies. With the unwavering support of my parents and husband, I overcame various challenges and accomplished my goals. My entry into the IT world stemmed from a desire to engage with cutting-edge technologies and leverage my analytical skills honed through my research background. I sought dynamic

Cybersecurity is now a collective responsibility shared by every employee in the organization, emphasizing the significance of policies and protocols.

DR. LATHA SURESH

Director, Global Information Technology Taghleef Industries

JUNE 2024

THE TITANS 37

CIO PROFILE and innovative opportunities, steering clear of mundane tasks.

In my first organization, I spearheaded the establishment of a center of excellence for data warehousing and business intelligence. Simultaneously, I led projects that involved redesigning critical systems such as a 10-terabyte Datawarehouse for a leading UK based Global Telecom.

My journey continued, and over nearly 17+ years, I transitioned to a Global Manufacturing, all while maintaining a focus on pioneering technologies and solutions.

HOW DO YOU PRIORITIZE TECHNOLOGY INVESTMENT TO ENSURE THEY BOTH SUPPORT INNOVATION AND ACHIEVE COST OPTIMIZATION? When considering technology, the primary focus should be on understanding the core requirements of the organization, essentially the lifeblood of its operations. This entails evaluating how technology solutions can drive business objectives and propel digital transformation, building upon existing digitalization efforts.

Selecting systems today necessitates capabilities in artificial intelligence and scalability, accompanied by robust infrastructure and security measures. Governance, especially in terms of cybersecurity, should be comprehensive to address risks effectively. Managing risk is crucial, particularly when integrating multiple cloud solutions, be it SaaS, public, or private clouds, to ensure secure access and control.

The security landscape is constantly evolving and must be fortified

38 THE TITANS

to combat sophisticated threats posed by adept hackers. Adopting a proactive approach involves educating and training employees regularly on cybersecurity threats to foster a culture of awareness and compliance, despite initial resistance.

Cybersecurity is now a collective responsibility shared by every employee in the organization, emphasizing the significance of policies and protocols. The adoption of a specific cyber governance model, such as NIST for manufacturing or HIPAA for healthcare, aligns security initiatives with industry best practices.

Investing in cybersecurity measures may face challenges in budget approvals, despite heightened awareness at the executive level regarding cyber threats.

Nonetheless, incidents can serve as catalysts for accelerating investments in cybersecurity technologies and policies.

Implementing data classification and ownership protocols are essential in a zero-trust environment to protect sensitive business information from potential breaches. While integrating these practices may require time and effort, incidents can prompt immediate action based on established policies to mitigate risks effectively.

In traditional industries with longstanding operational practices and diverse demographics, motivating stakeholders to embrace technological advancements and stringent security measures can be a gradual process. However, highlighting the benefits and imperative nature of cybersecurity

JUNE 2024

is vital in fostering a collective understanding and commitment to safeguarding organizational assets.

The unpredictable nature of cyber threats underscores the importance of readiness and resilience in responding to potential breaches, emphasizing the significance of proactive security measures to mitigate risks effectively.

ARE THERE ANY EMERGING TECHNOLOGY OR TRENDS THAT YOU ARE KEEPING AN EYE ON? As I move forward with the decision-making process, currently leading a global digital transformation with focus on Order to cash and procure to pay ( core ERP) including complex manufacturing process. We evaluated very niche scalable Order to cash in combination with Tier1 ERP, available in the market that can adapt to continuous technological advancements, ensure maximum security, and AI and ML capabilities based on historical data to assist users.

Our goal is to increase user efficiency with AI, automation and optimize resources, especially in the manufacturing industry where resource optimization is critical.

Data and cybersecurity are paramount, given the vast amount of data that needs to be governed, mined, protected, and made accessible. We emphasize information protection classification, data retrieval, and timely access to business-critical information.

Robust security tools are essential, and without strong security governance, nothing can progress.

Security will remain a top priority in the coming years.

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