Operationally Excellent and AI Ready

Gabby Fredkin, Head of Analytics & Insights at ADAPT discusses the journey from operational excellence to customer excellence, with a focus on how top-performing organisations achieve this transformation. A key insight is the increased use of AI, especially conversational commerce, to drive better customer outcomes. For the first time since before COVID, customer acquisition and retention have become a top priority for CIOs, signalling a shift in technology strategies to meet customer expectations. Moreover, organisations are emphasising the need for modernising and simplifying their tech infrastructure, as outdated systems cannot meet growing demands.

Security is a critical aspect of operational excellence, especially in balancing data privacy with user experience. Organisations that perform well in this area integrate security throughout their strategy, particularly through DevSecOps practices. Leaders in modernisation are consolidating and connecting more applications, providing a streamlined view of business operations and improving customer experiences. This modernisation also fosters an…