In this episode of Behind the Growth, host Mudassar Malik chats with Hasan Jafri, VP Engineering, Digital Business Solutions at TELUS. As they explore Hasan's extensive background, starting from his early days in Northern Virginia to influential roles in various major corporations, Hasan talks about his time at companies like IBM and Citibank, focusing on his experiences in handling large-scale operations and cloud-based initiatives. 

Detailing his transition to TELUS and their strategic shift to a more integrated, API-driven approach, Hasan emphasizes the importance of enterprise architecture and engineering excellence in driving successful digital transformations. He also elaborates on innovative strategies like product-oriented architecture, stream-aligned teams, and the integration of AI and DevOps tools to boost both customer excellence as well as operational efficiency across business units. 

As the conversation progresses, Hassan discusses the current state of digital transformation in Canada and the priority shifts that come with it, including a wider adoption of remote work, increase in e-commerce trends, and more focus on data privacy and security. Finally, he emphasizes the critical need for continuous learning and adaptation in the tech sector to meet changing business demands and stay competitive amidst emerging digital advancements. 

Key Highlights:
- Enterprise architecture should focus on execution 
- E-commerce growth necessitates digital adaptation
- Remote work increases the need for collaboration tools 
- Successful digital transformations require top-down support 
- Learn prompt engineering to integrate and adapt to GenAI 

Visit mlarteka.ai/podcast to learn more about each guest and read key insights for every episode.

In this episode of Behind the Growth, host Imran Mian welcomes Sabih Ahmed from Scotiabank, who shares his decade-long experience in deploying conversational AI. Sabih emphasizes the importance of aligning conversational AI applications with customer needs over mere cost-cutting. He explains how these technologies should focus on high-volume, low-complexity tasks to optimize operational efficiency.

Sabih also discusses the critical steps involved in developing conversational AI from identifying suitable use cases to securing executive buy-in. He stresses the need for clear business objectives and robust testing to avoid potential pitfalls, using real-world examples to illustrate common challenges and solutions.

As the conversation progresses, he covers the future of conversational AI, touching on the integration of generative AI and its potential to expand service capacities without replacing human jobs. Finally, Sabih emphasizes the importance of an AI-first organizational culture that views AI as an enhancement rather than a replacement of human capabilities.

Key Highlights: 
- Prioritize customer value over business cost savings 
- Target repetitive, simple tasks with conversational AI 
- Focus on conversational design for AI effectiveness 
- Implement continuous learning for conversational AI improvement 
- Define precise KPIs to measure AI performance 

Visit mlarteka.ai/podcast to learn more about each guest and read key insights for every episode.

In this episode of Behind the Growth, Mike Hamilton, President of GE HealthCare Canada, explores the critical role of AI and digital transformation in the healthcare sector. He discusses GE HealthCare's innovative solutions, including AI-powered technology like True Fidelity in CT scanning, which revolutionizes cardiac care by providing clinicians with detailed real-time heart images. This technological leap enhances image clarity, leading to more accurate diagnoses and better patient outcomes.

As the conversation continues, Mike elaborates on the broader implications of digital transformation in healthcare, pointing out its challenges and opportunities. He discusses the Canadian healthcare system's progress in digitizing health records and adopting telemedicine, propelled significantly by the pandemic's demands. Despite these advances, Mike highlights obstacles such as reliance on legacy systems, regulatory complexities, and cybersecurity concerns.

Looking to the future, Mike envisions a healthcare system in which AI models support clinical decision-making and predict patient health outcomes years in advance. This anticipatory approach could improve patient care, making it more proactive and personalized.

He also advocates for collaboration between technology providers and healthcare professionals to maximize the benefits of digital solutions, emphasizing the necessity of training and education to utilize AI tools effectively.

Key Highlights:
- "True Fidelity" AI revolutionizes cardiac care with precise, real-time imagery
- AI in Canadian healthcare improves radiology workflows and diagnostic accuracy
- Challenges to digital healthcare include legacy systems and regulatory issues 
- Public opinion favors AI enhancements in healthcare imaging 
- AI's predictive capabilities are set to transform proactive patient care 

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In this episode of Behind the Growth, host Imran Mian chats with Matt Collins, Chief Commercial Operations Officer at Calix, a company that transitioned from a traditional networking equipment provider to a cloud services leader. Matt shares insights into how Calix shifted from hardware to software, detailing the strategic vision, challenges, and the importance of meeting customer needs.

As the episode progresses, Matt talks about the leadership and collaboration strategies at Calix. He highlights the necessity of reskilling the workforce, hiring new talent with software and cloud expertise, and building a culture of transparency, dynamic tension, and collaborative decision-making. The conversation also touches on the challenges and advantages of remote work, highlighting the importance of technological and cultural enablement to ensure productivity and inclusivity in a virtual environment.

Matt then discusses Calix's impact on broadband service providers, emphasizing net promoter scores as a key metric of customer satisfaction and loyalty. Looking to the future, he explores the role of AI in transforming customer interactions and operational efficiency, and how broadband expansion is shaping industry economics and competition. He underscores the necessity for service providers to deliver compelling experiences to stay relevant.

Finally, Collins offers advice for aspiring leaders, encouraging boldness, resilience in the face of failure, and a focus on understanding the "why" behind actions to drive meaningful change. This episode provides valuable insights into navigating industry shifts, fostering customer partnerships, and driving impactful transformations.

Key Highlights 

- Transformations require customer trust, Ops agility, and peer references.
- Foster a culture of dynamic tension and collaborative decision-making.
- Remote work thrives on technology enablement and cultural alignment.
- AI will transform customer interactions, operations, and industry competition. 
- Embrace boldness, learn from failure, and focus on the “why”. 

Visit mlarteka.ai/podcast to learn more about each guest and read key insights for every episode.

In this episode of Behind the Growth, Imran Mian hosts Aaron Cheng, VP of Digital Health at Shoppers Drug Mart, to dive into the transformative power of digital health in pharmacy care. Aaron shares his journey from a career in engineering and digital products, through various startups, to his current role. He emphasizes the significant impact digital solutions like the PC Health app are making in Canadian healthcare, improving patient care and streamlining healthcare delivery.

Aaron discusses the challenges and opportunities in integrating digital health into traditional pharmacy models. He highlights the importance of a patient-centric approach, leveraging technology to enhance accessibility and efficiency in healthcare services. Aaron's insights reveal the potential of digital innovations to revolutionize healthcare, making it more responsive and accessible to patients' needs.

The conversation sheds light on the future of healthcare, where digital tools and AI promise to create a more connected, efficient, and patient-focused healthcare ecosystem. Aaron's experience and vision for digital health illustrate the crucial role of technology in advancing healthcare and improving outcomes for patients across Canada.

Key Highlights:

- Digital health services improve patient experiences.
- Challenges of digital health include data, security, and integration. 
- AI automates tasks, enhances workflows, & aids decision-making. 
- Accuracy and data security are essential to build patient trust & safety. 
- Online appointment booking and virtual care are crucial in healthcare. 

Visit mlarteka.ai/podcast to learn more about each guest and read key insights for every episode.

In this episode of Behind the Growth, Imran Mian engages with Andrea De Mauro, a renowned Data & Analytics Leader, Author, and Executive Advisor, to explore the intricacies of artificial intelligence (AI), particularly Generative AI, and its human-centric challenges. Andrea shares insights from his extensive experience, emphasizing the importance of ethical considerations and the human element in the development and implementation of AI technologies.

The conversation delves into the critical role of corporate culture and talent cultivation in driving innovation while ensuring that technology serves humanity's best interests. Andrea shares successful strategies for fostering a culture that embraces change and supports continuous learning and adaptation in the face of rapid technological advancements.

Furthermore, the episode touches on the balance between leveraging AI for business growth and addressing societal impacts, underscoring the need for executives and leaders to prioritize ethical considerations. Andrea's perspectives offer valuable lessons on navigating the complexities of AI, making it a must-listen for anyone interested in the intersection of technology, business, and ethics.

Key Highlights:
- Fostering a culture of collaboration and ensuring fluency are key for AI integration
- Ethical AI requires clear understanding and governance
- The future of work involves collaboration between humans and AI
- Identify Gen AI use cases demonstrating tangible value to stakeholders
- Integrate data professionals in business with well-defined roles and responsibilities 

Visit mlarteka.ai/podcast to learn more about each guest and read key insights for every episode.

In this episode of Behind the Growth, Imran Mian hosts Ramzi Rahbani, VP of Product & Customer Platforms at FlightHub, to discuss digital transformation within the travel industry. With extensive experience in steering digital transformation across industries, Ramzi shares insights from both the banking and travel sectors, drawing parallels between the two and revealing how digital innovation is reshaping customer experiences and operational efficiency.

Across 13 years of leadership, Ramzi has always stood by a product-first approach. His approach to product development is deeply rooted in customer insights, showcasing his unique perspective on driving growth and adapting to the digital era's challenges.

Reflecting on his journey at FlightHub, he emphasizes the critical role of understanding customer needs and leveraging technology to create more engaging, seamless travel experiences. By focusing on user-centric product development and embracing change, he illustrates how FlightHub is setting new standards in the travel sector.

As the conversation evolves to discuss Ramzi’s perspective on the dynamic nature of the travel industry, he also touches on future trends, highlighting the role of data and customer feedback in shaping services to meet the ever-changing needs of travellers, as well as the digital channels that must be leveraged to continuously improve the user experience.

Key Highlights:
- Mobile is no longer a nice-to-have channel, but a must-have. 
- Omni-channel strategies improve customer satisfaction and drive more purchases. 
- It is more challenging to keep customers engaged in travel. 
- Engage customers by supporting their entire journey and using outbound channels.
- Capitalize on perceived utility to deliver the best customer experience.
- Always think about how digital transformation can enable your strategy.

Visit mlarteka.ai/podcast to learn more about each guest and read key insights for every episode.

In this Behind the Growth episode, Mudassar Malik chats with Larry Baziw, exploring the intersection of eSIM technology and the telecom industry. They dive into how eSIMs are shaping the future, offering insights into the technology's flexibility and impact on consumer experiences. Drawing from his unique blend of interests in technology and music, and an early career in medical engineering, Larry highlights creativity and innovation as key drivers of success in the fast-evolving telecom landscape.

As the conversation transitions to the significance of customer-centric approaches in telecom,   Larry emphasizes how technological advancements can enhance service and operational efficiency. He advocates for the unification of eSIM profiles in both consumer and business IoT, envisioning that this blend will lead to a truly universal SIM experience that will free consumers from being bound to specific hardware. 

On the future evolution of telecom, Baziw sheds light on what will lead to a comprehensive, trustworthy environment for identity and subscription management across devices, while also advocating for traditional safeguarding measures to ensure the security of customer identity and prevent malpractice. He also stresses upon the necessity of adaptability and focusing on user needs, predicting how these factors will define the telecom industry's trajectory.

Indicating optimism in the concurrent innovation and security measures that are likely to move the eSIM landscape forward, Larry and Mudassar emphasize a need for the telecommunications industry to evolve its architecture to shift towards modern technologies like the eSIM – an evolution that requires a unification of the perspectives of both infrastructure and the subscriber experience.

Key Highlights 

- eSIM technology revolutionizes telecom, enhancing flexibility for users  
- Breaking OSS and BSS barriers is crucial for eSIM architecture evolution 
- Unify eSIM profiles in consumer and business IoT for a universal SIM experience 
- The future of telecom hinges on adaptability and focusing on user needs 
- eSIMs enable secure and convenient cross-device management of personal identification and subscription services 

Visit mlarteka.ai/podcast to learn more about each guest and read key insights for every episode.

In this episode of Behind the Growth, host Imran Mian welcomes Sedef Akinli Kocak, the Director of Professional Development at the Vector Institute, which has played a pivotal role in advancing Canada as a hub for innovation in the global AI landscape. As Sedef reflects on her journey from academia to leading professional development in AI, their conversation highlights the Vector Institute's mission for excellence in AI research and development, emphasizing the bridge between technological advancement and industry application. 

Sedef discusses the importance of sustainability in software systems and how AI can contribute to addressing the global climate crisis. Her work focuses on developing models to predict software systems' energy consumption, showcasing the intersection of machine learning and sustainability. 

The conversation unveils insights into the Vector Institute's collaborative efforts both within Canada and globally. Sedef outlines the institute's partnerships across industries, aiming to foster economic growth, benefit the planet, and protect human interests while developing AI systems that remain robust, secure, and safe throughout their lifecycles. This episode sheds light on the transformative power of AI in sustainability and beyond, showcasing its potential for creating a positive impact. 

Key Highlights: 

- Sustainability spans five dimensions: environmental, social, economic, technical, and institutional.
- AI is useful for forecasting environmental changes, disaster response, and urban planning.
- Training AI models consumes considerable power, creating a rebound effect that needs addressing.
- Research is ongoing to assess and optimize energy consumption by different AI systems.
- Organizations must follow guidelines when developing AI systems, like ensuring benefits for humans and the planet, reflecting democratic values, and maintaining robust and secure systems.
- To get started in AI, it’s critical to understand the environment, learn the terminology, and bring your unique perspective to the table.

Visit mlarteka.ai/podcast to learn more about each guest and read key insights for every episode.

In this insightful episode of Behind the Growth, host Mudassar Malik engages with Nelson De Jesus, Senior Vice President and Chief Information Officer at CIBC. They dive into Nelson's unexpected journey into the banking and IT sector, revealing the serendipitous encounters and choices that shaped his career. Nelson shares his philosophy on leadership, emphasizing the importance of vision, work ethic, collaboration, and the ability to seek improvement, both professionally and personally constantly. 

Nelson discusses the transformative impact of AI and generative technologies in banking, drawing parallels and distinctions with past tech trends like blockchain and crypto. He provides a nuanced perspective on the adoption of these technologies, highlighting their potential to revolutionize the financial industry while acknowledging the challenges of integrating AI into traditional banking systems. 

The conversation then shifts to experiential banking and the future of digital transformation within the sector. Nelson explores the evolution of banking services, the role of smart branches, and the necessity for banks to adapt to changing customer expectations in the digital age. He underscores the continuous pursuit of innovation and the strategic importance of maintaining stability and trust in the rapidly evolving financial landscape. 

Key Highlights: 

- Vision, work ethic, collaboration, and commitment are cornerstones of effective leadership.
- Tailoring digital experience to the client is a process. You can’t begin at 100% right away.  
- There’s optimism in AI's capabilities, especially in improving predictions and generating content.
- Banks must adapt to consumer expectations with more personalized and efficient services. 
- For open banking to thrive, there needs to be a much higher participation rate. 

Visit mlarteka.ai/podcast to learn more about each guest and read key insights for every episode.