ISSUE 33: SUMMER 2024 £24.00 PLUS: Women in technology discuss how they are joining forces to break the glass ceiling Kathleen Mitford shares insights into Microsoft’s industry strategy Microsoft’s portfolio of generative AI products and tools is automating basic processes, helping employees to save time at work and focus on higher-value tasks Kyndryl has transformed its infrastructure by working with SAP and Microsoft Arunkumar Ashwathanara from Infosys explains how businesses can be more efficient Zebra Technologies and Microsoft are creating frontline success, says Rowan Fuller
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7 A time for real change Around half of the global population will vote in elections across more than 60 countries of the world in 2024, a record-breaking statistic. One element common across all of these regions will be the way in which political parties will leverage technology, either to drive key campaign messaging or to deliver citizen services once elected. Generative AI is set to become a key component in many of these conversations, and in the Summer 2024 issue of Technology Record, we showcase numerous examples of how tools like Microsoft Copilot are driving new opportunities across both the industrial and public sectors. Regardless of their political persuasions, organisations of every kind are under greater pressure to redress gender imbalances inherent within their traditionally male-led corporate and civic infrastructures. In an article beginning on page 80, we talk with a number of high-profile female leaders about the ways in which diverse organisations can increase profitability by narrowing the gender gap. Talking of inspiring women, we also speak with Kathleen Mitford, Microsoft’s corporate vice president of worldwide industry marketing, about the path that has led her to her current position. She also discusses the role new cloud and AI-driven tools will play in the year ahead for Microsoft, its global ecosystem of partners, and their customers worldwide. You’ll find that conversation on page 32. As always, your latest copy of Technology Record carries a number of compelling industry features, along with case studies, thought-provoking industry perspectives, analyst commentary, and news from across all sectors and geographies. I hope you enjoy the read. ANDY CLAYTON-SMITH: EXECUTIVE EDITOR WELCOME: SUMMER 2024
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9 CONTENTS 38 MASTERING THE MAGIC OF AI Microsoft’s portfolio of generative AI products and tools is automating basic processes, helping employees to save time at work, focus on higher value tasks, be more creative and find greater satisfaction in their work 16 MARKETWATCH The latest news from Microsoft and its partners, including Microsoft’s new range of Windows devices designed for AI 32 The big picture Kathleen Mitford shares insights into Microsoft’s industry strategy including its AI priorities, partnerships and sustainability efforts and how they will benefit customers in various industries 50 Hans Kramer from Anywhere365 explains how to drive exceptional customer experiences with AI assistants 53 Nasuni is helping organisations make the most out of their AI technology, says Jim Liddle 54 How will AI influence project development? We hear from PMI’s Pierre Le Manh 56 SAP’s generative AI solution Joule will integrate with Microsoft 365 Copilot to improve the flow of work 58 F rank Fawzi shares how IntelePeer’s AI-powered omnichannel communication solutions improve customer interactions 60 Stuart Hubbard from Zebra Technologies explains how generative AI is enhancing productivity and efficiency for frontline workers 62 Using AI in HR practices can significantly improve employee engagement, says isolved’s Opal Wagnac’ 64 Microsoft Copilot: a practical guide by Kyndryl’s Jaisson Mailloux 65 AI-enhanced accounts payable automation tools improve work and profits, says Andy Birkey at Metafile Information Systems ISSUE 33: SUMMER 2024
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CONTENTS FEATURED PARTNERS 11 139 A selection of Microsoft partners operating across all business sectors 1 44 THE LAST WORD IDC’s Joe Dignan reveals how digital twins and other technologies are helping cities to address the increasing challenges of water management 66 Lanteria’s Hanna Miller reveals how analytics technology is enabling the ‘human’ part of human resources 67 Eric Carrasco from Avalara explains how automation is helping businesses to manage their tax 68 Andy Byers discusses how the partnership between Ansys and Microsoft continues to grow, spark innovation and support their mutual customers 70 Jaisson Mailloux explains how businesses can maximise cloud value with FinOps 71 GlobalSign used Anywhere365 Dialogue Cloud to boost employee efficiency and lower costs 72 M icrosoft cloud can help organisations easily manage a complex mixture of applications and data, says Kyndryl’s Stanley Wood 74 M icrosoft’s Maureen Mascaro explains how energy producers can drive efficiency, safety and profitability with AI and cloud technology 76 We hear from Harpreet Gulati at AVEVA on why energy firms need robust data infrastructure 78 K yndryl has transformed its technology infrastructure by working with SAP and Microsoft and is now set to help other organisations achieve the same results IN FOCUS: WOMEN IN TECHNOLOGY 80 Joining forces to break the glass ceiling How can technology companies attract and retain more women? Three female leaders share their insights 88 Christine Schyvinck from Shure shares how technology can drive greater equality and support women to achieve their full potential in the workplace
12 CONTENTS FINANCIAL SERVICES INDUSTRIALS & MANUFACTURING 106 Bringing back the classics Media companies may have access to huge libraries of historical content but have often struggled to make full use of these assets in the past. Microsoft’s Andy Beach explains how active archives are providing a solution 111 R amki Sankaranarayanan from Prime Focus Technologies explains how studios and brands can leverage generative AI to maximise their multimedia content 96 This is your copilot speaking Manufacturers are investing in technology to retain workers and knowledge, use data more intelligently and improve productivity, according to Microsoft’s Alfonso Rodriguez 102 Jim Chappell of AVEVA explains how AI technology’s new human-like capabilities will help the industrial sector to improve operations MEDIA & COMMUNICATIONS 90 Risky business Tom Deprins tells us about the evolving risk landscape in the financial services industry and how Microsoft is helping firms to comply with regulation and defend themselves against increasingly sophisticated threats 95 F inancial services organisations are using features in Microsoft Purview to stay secure, says Synergy Technical’s Dan Finn
13 RETAIL & CONSUMER GOODS 126 Adopting a new superpower AI and cloud solutions are providing new ways for retailers to empower and support their frontline workers to make good decisions. Microsoft’s Anya Minbiole tells us more 132 Infosys executives say AI is an agent of change for retailers 133 Rowan Fuller explains how Zebra Technologies is working with Microsoft to help frontline employees 134 Microsoft’s Ricardo Belmar explains how retailers can delight customers and increase return on investment with cloud technologies 136 Celonis is helping retail and consumer goods companies to identify clear steps to improve processes, say Celonis executives PUBLIC SECTOR 112 Delivering intelligent transportation Microsoft’s Doug Priest explains how connected data platforms and technologies can help city leaders to build, maintain and operate more accessible, efficient, reliable and sustainable public transportation systems 118 Modernising infrastructure and adopting AI can enhance operations and safeguard data for public sector organisations, says Arunkumar Ashwathanara at Infosys 120 Microsoft’s Sally Ann Frank explains how AI-powered technology is helping healthcare organisations to improve operations and patient care 124 The cloud is streamlining healthcare and life sciences, according to Microsoft’s Augustin Nolte
PUBLISHING PARTNERS AVEVA creates industrial software that inspires people to shape the future, by delivering solutions across the asset and operations life cycles. Anywhere365’s dialogue management and cloud contact centre solutions are a native communication layer on top of Microsoft Teams and Azure Communication Services and skyrocket omnichannel customer engagement. SAP, founded in 1972, has more than 230 million cloud users, more than 100 solutions covering all business functions and the largest cloud portfolio of any provider. PUBLISHED IN COLLABORATION WITH Microsoft is the world leader in software, services and solutions that help people and businesses realise their full potential. Executive editor Andy Clayton-Smith Head of editorial Rebecca Gibson Editorial lead Alice Chambers Digital content lead Amber Hickman Editorial team Richard Humphreys, Laura Hyde, Alex Smith Production manager Stuart Fairbrother Design Bruce Graham, Libby Sidebotham, Dhanika Vansia Website development Chris Jackson Publication manager Ricky Popat Partner managers Tim Grayson, Martin Hall, Daniel Thurlow, Thomas Wills, Paul Zmija Subscriptions For subscription enquiries, please contact Tudor Rose on subscribe@tudor-rose.co.uk or visit the website www.technologyrecord.com/subscribe Publisher Toby Ingleton Photography courtesy of contributors and www.istockphoto.com Business management Rachael Heggs, Richard Pepperman Published by Tudor Rose Tudor House, 6 Friar Lane, Leicester LE1 5RA Tel: +44 116 222 9900 www.tudor-rose.co.uk Technology Record is a quarterly magazine about technology solutions for enterprise organisations, published by Tudor Rose in collaboration with Microsoft. For further information and to subscribe, please visit: www.technologyrecord.com/subscribe Visit www.technologyrecord.com for up-to-date news and articles about Microsoft technology for enterprise businesses, a comprehensive directory of Microsoft partners that provide solutions for enterprise businesses, and to find out more about our printed publications. ISSN 2754-3277 (Print) and 2754-3285 (Online). Printed in Great Britain by Micropress. © 2024 Tudor Rose Holdings Ltd. All rights reserved. No part of this publication may be stored or transmitted or reproduced in any form or by any means, including whether by photocopying, scanning, downloading onto computer or otherwise without the prior written permission from Tudor Rose Holdings Ltd. The names of actual companies and products mentioned herein may be the trademarks of their respective owners. Views expressed in this magazine are not necessarily those of Microsoft or the publishers. Acceptance of advertisements does not imply official endorsement of the products or services concerned. While every care has been taken to ensure accuracy of content, no responsibility can be taken for any errors and/or omissions. Readers should take appropriate professional advice before acting on any issue raised herein. The publisher reserves the right to accept or reject advertising material and editorial contributions. The publisher assumes no liability for the return or safety of unsolicited art, photography or manuscripts. Follow Technology Record: ISSUE 33: SUMMER 2024 Zebra Technologies is an innovator at the edge of the enterprise with solutions and partners that enable businesses to gain a performance edge. Infosys is a global leader in nextgeneration digital services and consulting, enabling clients to navigate their digital journeys. Kyndryl and Microsoft are delivering solutions that enable modern work experiences and support mission-critical workloads and hybrid cloud adoption.
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16 MARKETWATCH Microsoft has introduced a new range of Windows PCs that have been designed for artificial intelligence. The first wave of Copilot+ PCs includes models from Acer, Asus, Dell, HP, Lenovo and Samsung, as well as Microsoft Surface. “We have completely reimagined the entirety of the PC – from silicon to the operating system, the application layer to the cloud – with AI at the centre, marking the most significant change to the Windows platform in decades,” said Yusuf Mehdi, executive vice president and consumer chief marketing officer at Microsoft. The system architecture includes a new high performance neural processing unit, and the devices connect to large language models running in Microsoft Azure in concert with small language models, to “achieve a level of performance never seen before”. Microsoft said they are up to 20 times more powerful and up to 100 times more efficient for running AI workloads. Copilot+ PCs have the Microsoft Pluton Security processor enabled by default, and Microsoft has introduced a number of new features to Windows 11 to help users stay secure. “We’ve built in personalised privacy controls to help you protect what’s important to you,” said Mehdi. Users have access to a new feature called Recall, which will track all activity and provide access to virtual memories of what they have seen or done on the PC. It does this by searching the semantic index of the device from simple cues to provide “photographic memory” for people, said Mehdi. “You are always in control with privacy you can trust. You can delete individual snapshots, adjust and delete ranges of time in Settings, or pause at any point right from the icon in the System Tray on your Taskbar. You can also filter apps and websites from ever being saved.” New range of Windows devices designed for AI The Copilot+ PCs include AI features like Recall, subtitles and Cocreator for better collaboration and creativity Microsoft chairman and CEO Satya Nadella unveiled the new PCs at the Microsoft campus in May New high-performance NPUs are up to 20 times more powerful and up to 100 times as efficient for running AI workloads Photos: Microsoft
17 The devices will also have several AI-powered features for collaboration powered by the Qualcomm Oryuon central processing unit. Users will be able to make quick annotations in documents with AI features that run on-device so that data stays private in LiquidText. Plus, live captions will translate any live or pre-recorded audio in any app or video platform from over 40 languages into English subtitles instantly and automatically without connection to the internet, which Microsoft hopes will make collaborating with international colleagues easier and quicker. Microsoft has partnered with Adobe, which means the new devices will come with Adobe’s flagship apps such as Photoshop, Lightroom and Express. Illustrator, Premiere Pro and more will be available in late summer. “Our Copilot+ PCs are the fastest, most intelligent Windows PCs ever built,” said Mehdi. “They will enable you to do things you can’t on any other PC. We are at an inflection point where the PC will accelerate AI innovation. We believe the richest AI experiences will only be possible when the cloud and device work together in concert. Together with our partners, we’re setting the frame for the next decade of Windows innovation.” “The new Surface Laptop is a powerhouse in an updated, modern laptop design,” said Mehdi Photo: Microsoft
18 SAP to integrate with Microsoft Copilot to help provide efficiency at work SAP is integrating Joule, its generative AI copilot solution, with Microsoft Copilot for Microsoft 365 to help its customers improve efficiency at work. For example, a user will be able to book a flight using SAP Concur and Joule, and Joule can then block their calendar in Outlook. “Unlocking the massive potential AI has to offer requires capabilities that are high value, reliable, and available in context in the applications that people use today,” said Muhammad Alam, member of the executive board of SAP SE and head of SAP Product Engineering. “With the bi-directional integration of Joule and Copilot for Microsoft 365, we’re enabling employees to get more done in the flow of their work through seamless access to information from business apps in SAP as well as Microsoft 365.” The two firms will start integrating Joule and Copilot for Microsoft 365 later this year. They will combine enterprise data residing in SAP with contextual knowledge from Microsoft 365, including Teams, Outlook and Word. The integration was revealed at the recent SAP Sapphire event, find out more on page 56 Photo: Axel Springer Axel Springer to develop new AI-driven experiences for clients Axel Springer, a German multinational mass media company, will use Microsoft Advertising across its news brands, such as Bild, Die Welt, Fakt and Politico, to better engage with its audience. Both Axel Springer and Microsoft will work together across advertising, AI, content and cloud computing to develop new AI-driven experiences for users. One example is a chat experience, which will feature content from the news publisher. “In this new era of AI, partnerships are critical to preserving and promoting independent journalism while ensuring a thriving media landscape,” said Mathias Döpfner, CEO of Axel Springer. “We’re optimistic about the future of journalism and the opportunities we can unlock through this expanded partnership with Microsoft.” In addition, Microsoft Start-MSN users will have access to more premium content from Axel Springer’s news brands. Axel Springer will also migrate its system applications and product solutions to Microsoft Azure. MARKETWATCH Photo: SAP Sapphire 2023
19 Photo: Unsplash/Maximilian Bruck The Coca-Cola Company is to experiment with “groundbreaking technology” to foster innovation and productivity globally after investing $1.1 billion into Microsoft’s cloud and generative AI technologies. “This new [five-year] agreement shows our commitment to ongoing digital transformation,” said John Murphy, president and chief financial officer of The Coca-Cola Company. “Our partnership with Microsoft has grown exponentially, from the $250 million agreement we initially announced in 2020.” Coca-Cola has already migrated all its applications to Microsoft Azure and has been experimenting with generative AI for nearly a year. The extended partnership will enable the two companies to jointly experiment with technologies including Microsoft Azure OpenAI Service to develop generative AI solutions for various business functions. They will also test how Copilot for Microsoft 365 could improve workplace productivity. “Through our long-term partnership, we have made significant progress to accelerate system-wide AI transformation across The Coca-Cola Company and its network of independent bottlers worldwide,” said Judson Althoff, executive vice president and chief commercial officer at Microsoft. Coca-Cola invests $1.1 billion into cloud and generative AI initiatives Estée Lauder creates chatbot to deliver personalised customer experiences Estée Lauder Companies has created an AI Innovation Lab to leverage Microsoft’s Azure OpenAI Service technology across at least 20 of its beauty brands. Estée Lauder will work with Microsoft to create “closer consumer connections and increase speed to market with local relevancy”. They will do this via an internal-facing generative AI chatbot to navigate Estée Lauder’s database of product and claim data. They will also apply generative AI tools in research and development for quicker product development. “With Microsoft’s generative AI tools and extensive expertise, we are able to leverage Estée Lauder’s tremendous data to create more personalised consumer experiences and faster insights to action resulting in increased speed to market and stronger local relevancy,” said Jane Lauder, executive vice president of enterprise marketing and chief data officer at Estée Lauder. According to Microsoft’s 2024 Work Trend Index, 46% of AI users have started using AI in the last six months. Published in May 2024, the index found nearly twice as many users are using AI compared with the previous six months. Read more about the 2024 Work Trend Index on page 38 DID YOU KNOW?
21 MARKETWATCH Celonis helps firms improve customer satisfaction and boost productivity Celonis, a software-as-a-service provider, has worked with Microsoft to improve operations for consumer product and retail organisations using AI-powered solutions integrated with Microsoft Dynamics, Power BI, Power Platform and Teams. Examples of customer wins include: 20% decrease in order cancellations for Globus, a Swiss luxury retailer 7x increase in touchless orders for cosmetics company L’Oréal $3.1 million is the total of realised and avoided costs for supermarket chain Aldi Celonis discussed the above case studies, as well as using AI for improved demand projections based on customer preferences, automating workflows and streamlining supply chains in its joint webinar with Microsoft, titled Process Intelligence enabling your AI strategy in Consumer Goods & Retail. Watch the webinar at: bit.ly/3REo5gj Nasdaq has migrated its meeting management solution Nasdaq Boardvantage to Microsoft Azure with the aim of equipping board members with important information and insights quicker for better decision-making. Photo: LinkedIn/Karen Del Vescovo VIEWPOINT: CLAY WESTBAY, SYNERGY TECHNICAL How Synergy Technical is preparing companies for Copilot Microsoft Copilot for Microsoft 365 seamlessly integrates with existing Microsoft 365 suites to revolutionise operational workflows and drive operational efficiency. We are committed to providing organisations with a tailored Copilot implementation plan to ensure they can fully leverage Microsoft’s AI capabilities. With Synergy Technical, businesses gain access to thorough readiness assessments and expert strategic guidance to ensure Copilot is fully incorporated into their IT infrastructure. We prioritise data security and the smooth transition of technology so that teams can confidently utilise AI to enhance productivity and ensure compliance with all necessary regulatory standards. Clay Westbay is vice president of delivery at Synergy Technical
23 MARKETWATCH Tax rules and rates deemed ‘complex and subject to change’ in Avalara survey According to an Avalara survey, 53 per cent of respondents feel one of the most significant challenges for accounts payable departments, accounting, finance, and tax professionals, is complex and ever-changing tax rates. The survey revealed that businesses are turning to automation to manage these obligations and have a desire for use tax solutions that integrate with the business systems they already use. IN TECHNOLOGY WOMEN “By focusing on representation and inclusion and investing in career and talent development, we create pathways for all employees to expand their horizons, unlock their full potential, and thrive” KATHLEEN HOGAN, CHIEF PEOPLE OFFICER AT MICROSOFT Read more about how technology companies are attracting and retaining increasing numbers of women in our women in technology roundtable on page 80 *Information taken from Microsoft’s Global Diversity & Inclusion Report 2023 3 in 12 people in the technology sector are women, according to the 2023 Women in Tech survey from the WomenTech Network Representation of women in the core Microsoft workforce by region North America South America Europe, Middle-East and Africa Asia Pacific 33.6% 32.4% 32.3% 32.5% 29%* of executive roles at Microsoft are held by women 26% of AI jobs globally are held by women, according to the World Economic Forum 34% of Women in Tech survey respondents think it will take 6-10 years before gender diversity in the industry is equal more than doubled* since 2019 The number of women directors at Microsoft has 87 women are promoted from entry level to manager for every 100 men, according to a 2023 study by McKinsey & Company 87 100 53%
24 MARKETWATCH Photo: Ansys HR challenges are rising, says isolved Human resources (HR) teams are looking to overcome the challenges of striking a balance between people, policies and programmes, according to isolved’s fourth annual HR Leaders Report, Champions of Change. Businesses are navigating an evolving landscape of challenges, evidenced by key insights including: of HR leaders indicate retaining talent became more difficult over the last year with 18% attributing this to rising employee expectations say that recruitment will be just as difficult in 2024, if not more difficult than in 2023 of respondents are spending four or more hours per day answering repetitive questions Find out how AI is helping to overcome these challenges in the full report at: bit.ly/3TJN3ww IntelePeer integrates with Azure OpenAI Service IntelePeer has incorporated its SmartAgent solution with Microsoft Azure OpenAI Service to fully automate customer interactions and improve operational efficiencies. With the integration, IntelePeer is aiming to deliver advanced communication solutions to offer a faster and easier customer experience. IntelePeer’s SmartAgent provides 24/7 intelligent call and message handling and delivers personalised self-service capabilities. The solution also aims to address the most pressing concerns surrounding AI – accuracy, guardrails, security, data privacy, and non-bias. Ansys and Microsoft demonstrate new technological advancements During Hannover Messe 2024, Ansys partnered with Microsoft to showcase demonstrations on digital twins, cloud, AI and machine learning across diverse industries. Dr John Baker, EMEA cloud business developer at Ansys, was joined by Guy Bursell, business strategy leader at Microsoft, and both took the opportunity to engage with customers and deliver a variety of keynotes on the latest innovations and advancements for the manufacturing industry. Guy Bursell (left) and John Baker speaking on the Ansys Booth at Hannover Messe 2024 65% 51% 25%
25 Photo: Siemens Photo: LinkedIn/ServiceNow ServiceNow to add Now Assist solution to Copilot ServiceNow, an American software company, will integrate its Now Assist solution with Microsoft Copilot. The firm’s customers will be able to leverage Now Assist’s AI-powered workflows with Copilot to improve productivity and connectivity for employees across their organisation. The integration will be generally available from autumn 2024. “Our work with ServiceNow is so valuable,” said Rajesh Jha, executive vice president of experiences and devices at Microsoft. “The seamless integration of our AI-powered assistants will help usher in improved levels of employee and IT productivity, reduce context switching and ensure easier execution of everyday work tasks, adding to the value of our customers’ technology investments.” Siemens to deliver enhanced PLM with Azure German technology firm Siemens is to make its Siemens Xcelerator as a Service portfolio of industry software available on Microsoft Azure to increase flexibility of choice for its customers and improve product lifecycle management (PLM) for manufacturers. Siemens will deliver its PLM solution, Teamcenter X, on Azure, which will enable organisations to benefit from Microsoft’s AI and security tools. This builds on the launch of the Teamcenter application on Microsoft Teams, which connects frontline workers to colleagues in other departments. Siemens will also develop a Copilot for Microsoft 365 plugin for the Siemens Teamcenter app on Teams to enable workers across the product lifecycle process to track and prioritise their workloads. Tony Hemmelgarn, president and CEO of Siemens Digital Industries Software, revealed the company’s plans with Microsoft at the Siemens 2024 RealizeLIVE event Crestron’s 1 Beyond PTZ cameras are now certified for Microsoft Teams. With Crestron Intelligent Video, users can now leverage this technology in any space to improve their Microsoft Teams Rooms experience with clear and intelligent video. The cameras integrate with Crestron Flex for a one-touch join experience and can be used with up to 12 other cameras equipped with Automate VX for hybrid meetings in large spaces. The 1 Beyond PTZ cameras join Crestron’s already certified products for Teams including the Crestron Flex Pods, which offer wireless microphones and speakers. Crestron cameras receive Teams certification
26 MARKETWATCH Microsoft to increase AI access across the globe Numerous key investments in AI and cloud infrastructure across the world will enable Microsoft to meet growing demand and help businesses in every industry reap the benefits UAE Microsoft will invest $1.5 billion in AI development holding company G42 to improve the availability of AI technologies and skilling initiatives in the United Arab Emirates. G42 will run its AI applications and services on Microsoft Azure. USA Before the end of 2026, Microsoft will invest $3.3 billion in the development of a new data centre campus in Mount Pleasant, Wisconsin, which will expand its cloud and AI infrastructure capacity. This will enable local companies to grow, modernise and improve their products and enterprises. Sweden By investing $3.2 billion, Microsoft hopes to help train 250,000 people in Sweden with AI skills by 2027. Microsoft will also increase capacity at the country’s three data centres. UK Microsoft AI, a subdivision of Microsoft, is opening a new hub in London. It builds on Microsoft’s £2.5 billion ($3.2 billion) investment in the UK that aims to upskill the workforce for the AI era. France In France, Microsoft will spend €4 billion ($4.3 billion) to expand its AI and cloud infrastructure and deliver AI training to one million people. It will also supply up to 25,000 graphics processing units to expand its data centre sites in the Paris and Marseille regions by the end of 2025.
27 Thailand A new data centre region will expand the availability of Microsoft’s cloud services and facilitate enterprise-grade reliability, performance and compliance with data residency and privacy standards for its customers. Microsoft also aims to provide AI skilling opportunities for over 100,000 people. Japan To support the government’s plan to tackle deflation and stimulate its economy, Microsoft will contribute $2.9 billion to develop cloud computing and AI infrastructure over the next two years. It is the largest single investment Microsoft has made in Japan in its 46-year history of working in the country. Kenya Microsoft’s $1 billion investment is the single largest and broadest private digital investment in Kenya’s history. The funds will be used to create a green data centre, constructed by G42 and its partners, which will host Microsoft Azure services in a new East Africa Cloud Region. Malaysia Over the next four years, Microsoft will spend $2.2 billion to develop infrastructure and deliver AI skilling opportunities for 200,000 people. This will contribute to Microsoft’s larger commitment to help train 2.5 million people with AI skills across countries in the Association of Southeast Asian Nations. Indonesia Microsoft will invest $1.7 billion to build in new infrastructure and enhance existing data centre and cloud computing services in Indonesia over the next four years. It will also provide education programmes to train 840,000 young people, women and employees of nonprofit organisations.
28 MARKETWATCH Anywhere365 expands AI capabilities with Deepdesk acquisition Anywhere365 has acquired AI assistant technology specialist Deepdesk to bring new generative AI capabilities to its enterprise dialogue management platform, which natively integrates with Microsoft 365. The Anywhere365 Dialogue Cloud is now integrated with Deepdesk AIx to assist human agents with generative AI to improve chat, email and voice interactions. The AI assistant will provide customer service agents with real-time knowledge and contextual guidance during conversations. Deepdesk integrates with various customer experience platforms and allows agents to personalise interactions with colleagues and external customers. With agents spending less time searching for – and typing out – the best response to a customer query, Deepdesk makes happier agents who make happier customers. The acquisition accelerates Anywhere365’s journey towards AI-driven excellence in omnichannel communications. The Deepdesk team has formed an innovation hub at Anywhere365 and will co-develop solutions that improve the company’s products and capabilities. Read more on page 50 Photo: iStock/scyther5 Warwick Business School enhances meeting experiences with Jabra PanaCast 50 Warwick Business School has upgraded 19 meeting rooms at its satellite campus within The Shard in London, UK, which has been running since 2015. Audiovisual installation firm GVAV delivered and installed Jabra PanaCast 50 video bars in each of the meeting rooms, providing the school’s students with additional support for remote collaboration. “It’s been an easy-to-use solution, providing a seamless and standardised way for our users to work collaboratively and an effective solution for hybrid situations as well,” said Toni Moyela, Warwick Business School’s operations director at The Shard. Project Management Institute (PMI) is driving the AI transformation of project management with PMI Infinity, an AIpowered copilot that is based on expertvetted content driving value-based project work. Project managers can gain additional support from PMI’s growing library of AI courses that equip project professionals with the skills to utilise AI tools to elevate their expertise and maximise project success. Participants learn to leverage AI-powered technology while preserving the heart of project management, the human touch. Learn more about the resources available at: bit.ly/3X53pli PMI launches new tools to help project managers utilise AI
29 Tollring launches new AI-powered transcription solution Tollring’s new Analytics 365 AI-powered recording solution for Microsoft Teams is now available on the Microsoft Azure and AppSource Marketplaces. The solution offers powerful compliant recording and transcription on Teams with automated AIdriven topic, sentiment and outcome analysis. It is available to organisations of all sizes, and can provide new insights into customer journeys, trends and behaviours to drive improvements in customer experience. Analytics 365 AI-powered recording completes Tollring’s suite of workplace analytics tools for Teams alongside Call and Collaboration Analytics. Find out more at: www.analytics-365.com/call-recording PFT utilises Microsoft AI to improve media content management Prime Focus Technologies (PFT) is working with Microsoft to provide AI-powered media asset management services for organisations in the media and entertainment industry. The PFT CLEAR solution, which curates clips using autosuggestions in content libraries, will use AI capabilities in Microsoft Azure to improve content accessibility for media companies. With better access and management of multimedia files, organisations will be able to identify, curate and monetise content tailored for specific audiences. Saumya Dwivedi, executive vice president at PFT, highlighted the potential for maximising media archives in a press release about the partnership. While Microsoft’s chief technology officer Andy Beach emphasised the shift from mere storage to innovative content monetisation and management.
30 MARKETWATCH Lanteria adds advanced analytics to HR platform Human resources management system (HRMS) provider Lanteria has released a new analytics module to provide HR managers with advanced employee insights for better decisionmaking. Built on Microsoft Power BI, this new module will provide access to over 40 comprehensive dashboards including recruitment, hiring, diversity, performance and termination analysis. It will also predict attrition and employee risk scores. “We’re taking HR data to the next level with Lanteria and Microsoft,” said Andrew Swiler, CEO of Lanteria. “With faster, more extensive access to employee and business data, organisations can make better, data-informed decisions to support business growth and future planning.” Nasuni releases new guides to help customers utilise Microsoft AI Cloud storage solution provider Nasuni has released new guides to help its customers integrate Microsoft’s Copilot AI with their Nasuni-managed data repositories and operational workflows. The guides aim to educate customers and enable them to create customised Copilot experiences that use their unstructured data sets to unlock further business insights and revenue streams. “While Microsoft Copilot is an incredible general-purpose AI assistant, its true enterprise value is realised when it is infused with an organisation’s domain-specific data,” said Jim Liddle, chief innovation officer of data intelligence and AI at Nasuni. Find out more at: info.nasuni.com/ai-data-intelligence PTC travels around the world to gather insight from innovators passionate about their products Sponsored by PTC, The Third Angle podcast gives a voice to designers from various industries across the world by showcasing their most innovative products and shedding light on how technology contributes to success. Topics covered include the creation of a fully electric motorcycle, a dive into the virtual world and the design of the first commercially available flying car. To date, over 30 companies have taken The Third Angle producers behind the scenes for a hands-on look at their work; a new product is featured every two weeks. Each episode showcases moments where digital innovation changes the physical world and highlights PTC’s role in driving technological advancements. Listen at: link.chtbl.com/ThirdAnglePodcastMS VIEWPOINT: RITHIKA HANNAH MESSIAHDAS, INFOSYS How Infosys is helping businesses to navigate AI adoption IT consulting firm Infosys has created a consulting framework, which is a threestep starter programme to help clients to better understand artificial intelligence technology, familiarise themselves with Microsoft Copilot offerings and apply their learnings to plan their path to adopting AI within their business. While there is immense interest in Copilot, and all enterprises are riding this wave at various stages of maturity, it is key for enterprises to ensure the adoption of AI capabilities are truly beneficial and have long-term viability within their organisation. The Infosys Navigate framework helps to articulate AI use cases, contextualise, share a before and after operational view, understand user experience touchpoints, challenges and AI intervention points with persona-based impact analysis. Rithika Hannah Messiahdas is innovation and consulting lead for industry and AI at Infosys
31 MARKETWATCH: EVENT PREVIEW DATES FOR YOUR DIARY ARC Industry Forum Asia 10-11 July 2024 Bangalore, India www.arcweb.com/events/arcindustry-leadership-forum-asia ITS World Congress 16-20 September 2024 Dubai, United Arab Emirates www.itsworldcongress.com Power Platform Community Conference 18-20 September 2024 Las Vegas, USA www.powerplatformconf.com Generative AI Week 7-9 October 2024 Georgia, USA www.aidataanalytics.network/ events-generative-ai-week Over 43,000 broadcasters, content owners, rights holders and service providers will attend this year’s International Broadcasting Convention (IBC) on 13-16 September in Amsterdam, the Netherlands. Attendees will be able to explore new trends, discover opportunities, build knowledge, lead innovation and play an active role in the technological transformation and fundamental market changes sweeping the media industry worldwide. IBC will cover six key themes during conference sessions, including AI, advertising technology, cloud technology, immersive technology, streaming and connected technology. Plus, over 1,250 exhibitors will showcase their solutions including Adobe, BT Media and Broadcast, Canon, HP, IMAX, LG, MediaKind, Orange, Samsung and Sony. Register and find out more at: show.ibc.org/registration 13-16 September 2024 | Amsterdam, the Netherlands IBC2024: content, collaboration and creativity Photos: IBC
32 EXECUTIVE INTERVIEW The picture Kathleen Mitford shares insights into Microsoft’s industry strategy including its AI priorities, partnerships and sustainability efforts and how they will benefit customers in various industries BY ANDY CLAYTON-SMITH From healthcare to finance, retail to manufacturing, education to media – Microsoft’s technology aims to empower a multitude of industries. Kathleen Mitford, corporate vice president of global industry marketing at Microsoft, explains how Microsoft-powered tools, combined with a deep understanding of industry business needs, a strong partner ecosystem, and a new phase of technology maturity, are setting organisations up for success. Please tell us about your professional background and what drew you to Microsoft. My career journey in tech started almost 25 years ago when I transitioned from being a fashion designer to working for a software company that supplied technology to the fashion industry. I was asked to implement a technology solution for product data management, and I enjoyed the process so much so that the software company asked me to come to work for them. As a product manager, I loved working with customers to understand their business needs and technology requirements, as well as collaborating with my colleagues to gain a deeper understanding of the software development process and engineering. After that, I joined PTC, where over 15 years I held a series of roles on the executive team. For example, I led a 2,000-person engineering and product management team and later, I managed other teams, including the partner team and the corporate marketing team. As chief strategy officer at PTC, I spearheaded the digital transformation of the company’s portfolio investing in new technologies such as internet of things (IoT) and augmented reality. I also transformed the business model from on-prem licenses to software as a service, and fostered a culture of innovation and inclusivity. In this role, I served as the executive sponsor for PTC’s relationship with Microsoft, which was chosen as their cloud provider. Guiding a Microsoft partner company through its own digital transformation really prepared me to work with Microsoft customers and partners on similar journeys. Now, as the global industry marketing lead at Microsoft, I collaborate closely with sales, big
33 “ Everything we do within the organisation is focused on helping customers understand where technology can help them move their business forward and get faster time to value”
34 partner and engineering teams to address customer needs. We look at key industries worldwide, and determine how Microsoft and its partner ecosystem can address industryspecific business challenges. Everything we do within the organisation is focused on helping customers understand where technology can help them move their business forward and get faster time to value. How does Microsoft create a unified strategy that addresses the specific technology needs of various industries? When developing our industry strategy and solutions, we tailor our approach to meet the unique needs of each sector while also identifying initiatives that go across multiple industries. For instance, our Microsoft Cloud for Financial Services offers technology designed for the financial sector, while our Microsoft Cloud for Sustainability serves customers and partners across various industries. Sustainability is an excellent example of a cloud solution that addresses both cross-industry scenarios and industry-specific opportunities. For example, a bank might focus on creating new environmental, social and governance (ESG) products such as green loans, or provide ESG advisory services for sustainable investment strategies, whereas a retailer might aim to optimise its supply chain for greater sustainability. However, both will need to establish an ESG data estate to meet reporting requirements. At the start of 2024 the International Monetary Fund predicted “broadly balanced” growth across industries worldwide, with levels slightly below historical averages and an expected trend of falling inflation. How does Microsoft's industry strategy help customers successfully navigate this challenging economic climate? During economic challenges, companies often resort to cost-cutting measures, including reducing technology investments. However, successful organisations have shown that leveraging technology is key to paving the way for future success. According to IDC’s The Business Opportunity of AI report, for every $1 a company spends on AI, they are seeing a return on investment of $3.5. Additionally, Microsoft’s 2024 Work Trend Index found that 79 per cent of leaders agree that companies need to invest in AI to stay competitive. The most successful companies focus not only on operating more efficiently but also on Microsoft shared its work with partners at several industry events across 2024 including Hannover Messe in April (left) and MWC Barcelona in February (right) EXECUTIVE INTERVIEW
35 innovating to drive growth. This proactive approach is essential for overcoming economic challenges, and technology plays a critical role. Current AI use-case patterns show a focus on enriching employee experiences, reinventing customer engagement, reshaping business processes and driving innovation. For instance, Atrium Health, part of Advocate Health, USA's third largest nonprofit health system, is saving doctors an average of 40 minutes per day with DAX Copilot. And 68 per cent of clinicians report that this technology helps them provide high-quality, personalised care, improving clinical efficiency and reducing administrative workloads. This AI solution for healthcare automatically documents patient encounters accurately and efficiently at the point of care so doctors can do more in less time. Another example is Intertape Polymer Group (IPG), which uses Sight Machine’s Factory Copilot, a generative AI chat interface powered by a copilot template specifically designed for factory operations, to quickly gather insights and manage production lines. This provides all team members with better information, enhancing decision-making, improving yields and reducing costs. How do you see Microsoft’s extensive ecosystem of partners helping to deliver the industry strategy you’re creating? Partners are absolutely essential to our industry strategy and our ability to scale to support customer needs. At our industryspecific partner advisory council meetings, key partners regularly share their insights and feedback to inform our strategy. Their domain expertise, their investments in industry-specific capabilities, their experience co-innovating with customers and delivering transformational solutions are critical to bringing the power of AI to industries. And to support them, Microsoft offers skilling programmes, as well as co-marketing and co-selling initiatives. This ensures that customers can find the partner and technology that’s right for their needs. To build collaborative momentum, we consistently showcase partners at Microsoft and industry “ For every $1 a company spends on AI, they are seeing a return on investment of $3.5”
36 EXECUTIVE INTERVIEW events where Microsoft has a presence. For example, at Hannover Messe in April, we featured 18 partner demos in our booth. Where does sustainability fit within your industry strategies and how is Microsoft helping to drive the sustainable agenda in its conversations with customers? Our sustainability strategy has three key components. Firstly, Microsoft is committed to becoming a more sustainable company. Secondly, we are dedicated to helping our customers and partners in their sustainability efforts. Thirdly, we actively contribute to societal conditions conducive to a net-zero economy, such as accelerating the availability of new climate technologies and advocating for skilling programmes to expand the green workforce. An example of our sustainability efforts, which in turn benefit our customers and partners, is our ongoing initiative to embed sustainability into our data centres at every stage from design to construction to operations. This includes using greener building materials like lowcarbon concrete and incorporating greener hardware components such as semiconductors, servers and racks. We are on track to power our data centres with 100 per cent zero-carbon energy sources by 2025. At the heart of our strategy is our commitment to helping customers on their sustainability journey. This involves developing industry-specific and cross-industry tools and technologies to support company initiatives such as ESG insights and reporting. Other tools empower organisations to accelerate progress toward sustainability goals and reduce costs, such as Microsoft Sustainability Manager, which enables organisations to analyse performance data and identify opportunities to reduce environmental impact. We are deeply infusing AI into our sustainability solutions. For example, Copilot in Microsoft Sustainability Manager empowers frontline workers to interact with data using common language, and in the Microsoft Cloud for Sustainability, a new AI capability called ‘what-if analysis’ supports scenario planning. And as part of our focus to help create global markets to advance sustainability across industries, initiatives such as our $1 Billion Climate Innovation Fund are helping drive innovative new technology and approaches to address climate challenges, which include carbon removal, hard-to-abate industries and water replenishment. As this issue of the magazine reaches its readers, Microsoft will be heading into a new fiscal year, presumably with a new set of strategies for industry operations over the coming 12 months. Are you able to share an insight into what lies ahead? It’s no surprise that the focus for the coming year will be on AI and data. Rather than a completely new strategy, we are evolving our approach to continue empowering customers to use AI to differentiate their businesses and drive progress. We’ve transitioned from the era of digital transformation to the era of AI transformation. One of the reasons why I am so excited about generative AI is because organisations are ready for this shift. Over the past decade or so, technology practitioners like Microsoft have been implementing solutions that have helped companies in their digital transformation journeys, whether it’s migrating data to the cloud or getting their data estate in order. Now, with technologies such as cloud, IoT and 5G Mitford presented several AI use cases for retailers at NRF in January
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