The TSIA World INTERACT 2024 conference, held at the Orlando World Center Marriott from May 6 to 8, was an unparalleled convergence of technology and service industry leaders. Themed “The Rise of AI in Technology and Service Operations,” this year’s event offered attendees a deep dive into the transformative power of artificial intelligence. If you missed it, don’t worry! We’ve got you covered with a comprehensive recap of the key takeaways and insights.

TSIA World INTERACT 2024 was designed to be more than just a conference—it was an immersive experience where AI’s potential was not just discussed but demonstrated. The event was a must-attend for anyone looking to harness AI for revenue optimization, customer success, or innovative service models. Every session, keynote, and networking opportunity was a building block toward your next breakthrough.

This blog will explore the key insights from the conference keynotes, including:

• The Black Box of Operationalizing AI
• Unpacking the Controversies in AI
• Deploying AI to Optimize Customer Outcomes and Financial Results
• From Insights to Impact: Accelerating the AI Advantage 
• Your Key Takeaways
  

The Black Box of Operationalizing AI

TSIA World INTERACT 2024 kicked off with an enlightening keynote titled “The Black Box of Operationalizing AI,” presented by TSIA Executive Director and Executive VP Thomas Lah. This session delved into TSIA’s comprehensive industry research journey, “Enterprise AI in Technology and Service Operations,” which aimed to uncover how technology companies deploy new AI capabilities to reengineer their internal workflows.

Thomas Lah presented the findings from TSIA’s extensive research, highlighting three critical outcomes:

• Current maturity of AI deployment: The research provided data on the current maturity levels of technology companies in managing AI deployments. This data is crucial for understanding where the industry stands and what gaps must be addressed.
• Recommended practices for AI deployment: The keynote offered a series of recommended practices for effectively deploying AI capabilities. These practices are designed to help companies streamline their AI integration processes and achieve better outcomes.
• Industry case studies: Lah shared compelling case studies demonstrating specific AI use cases across various service domains, including education services, support services, and professional services. These real-world examples illustrated the tangible benefits of AI in improving service operations.

A central theme of Lah’s keynote was the “black box” concept in operationalizing AI. He addressed the complexities and uncertainties often accompanying deploying AI technologies within organizations. Key insights included:

• Changing headcount engines: Lah discussed how AI is reshaping the workforce in technology companies. Deploying AI capabilities is about automating tasks and transforming how teams operate and collaborate.
• The black box challenge: He elaborated on what creates the “black box”—the unknowns and challenges in fully understanding and integrating AI into business processes. This was particularly eye-opening, highlighting the often-overlooked hurdles in AI adoption.
• Tactics for success: Lah provided practical tactics for navigating the black box. These strategies are designed to help technology professionals mitigate risks and enhance the effectiveness of their AI initiatives.
  

The opening keynote set a high bar for the rest of the conference, offering valuable insights and practical strategies for operationalizing AI. Attendees left with a deeper understanding of the industry’s current state of AI deployment and actionable tactics to navigate the challenges ahead.

If you missed the opening keynote, check out the TSIA portal for a complete recording and additional resources.

Unpacking the Controversies in AI

One of the most dynamic and engaging sessions at TSIA World INTERACT 2024 was the “TSIA Hot Takes Panel.” This session, led by George Humphrey, TSIA’s Distinguished Vice President and Managing Director, brought together a panel of TSIA experts to tackle some of the most contentious and provocative topics in adopting and implementing AI in the technology and services industry.

A “hot take” revolves around bold and sometimes controversial opinions. This session invited audience members to submit their hot-take topics, ensuring a lively and relevant debate. The final list of issues was shaped by current events at the conference, adding a fresh and timely dimension to the discussion.

The TSIA Hot Takes Panel offered several valuable insights for technology and services professionals:

• AI’s transformative potential: AI has the potential to revolutionize industries, but its success depends on strategic implementation and continuous improvement.
• Enhanced chatbot capabilities: AI can significantly improve chatbot performance, turning them from a source of frustration into valuable tools for customer interaction.
• Authentic AI communication: Companies should share their AI successes only when they can demonstrate positive outcomes.
• Long-term focus: Measuring AI’s success should prioritize long-term customer satisfaction and loyalty over short-term financial metrics.
  

The TSIA Hot Takes Panel was a highlight of TSIA World INTERACT 2024. It offered a thought-provoking and lively debate on the most pressing issues in AI adoption and implementation. Attendees left with a deeper understanding of the complexities and practical insights to navigate these challenges in their organizations.

If you missed this panel, catch the recording on the TSIA portal for a full dose of insightful and controversial takes on AI.

Deploying AI to Optimize Customer Outcomes and Financial Results

AI and Generative AI (Gen-AI) are revolutionizing insights and processes, offering a competitive edge to B2B technology firms. However, many companies are still in the early stages of developing a comprehensive AI roadmap. The “Executive Panel: Deploying AI to Optimize Customer Outcomes and Financial Results” at TSIA World INTERACT 2024 brought together leaders from three companies to share their AI journeys and discuss strategies for success. This session also featured a live Q&A, providing practical advice on starting with AI, securing funding, and overcoming common challenges such as data integrity, change management, and gaining buy-in.

The panel featured:

• Pattabhi Raman, VP, Digital Experience, Informatica
• Shally Bansal Stanley, SVP, Global Delivery, Salesforce
• Jillian Alexander, Global VP Learning Services, OpenText
  

Each panelist shared how their company is leveraging AI to drive business outcomes:

• OpenText: Jillian Alexander highlighted how OpenText has integrated AI to scale content development efficiently. With their rapid growth and numerous acquisitions, AI has enabled them to automate speech-to-text, translation, and content generation processes. This has allowed OpenText to support a vastly expanded product portfolio without increasing resources.
• Salesforce: Shally Bansal Stanley discussed using AI in professional services to enhance project delivery. By incorporating AI into the project life cycle, Salesforce achieved higher quality outcomes and faster delivery times. Critical applications include AI-driven transcription, user story generation, code generation, and risk prediction, all of which contribute to a differentiated customer experience.
• Informatica: Pattabhi Raman shared Informatica’s approach to using AI in customer success. AI helps them evaluate the quality of sales, track project milestones, monitor customer engagement, and predict renewals. This comprehensive use of AI provides a 360-degree view of customer health, enabling proactive interventions to ensure value realization and growth.
  

The panelists also discussed common challenges and how they have navigated them:

• Change management: Successfully integrating AI requires strong change management practices. Salesforce emphasizes aligning AI initiatives with established processes and communicating the benefits to all stakeholders.
• Data integrity: Ensuring high-quality data is crucial for effective AI implementation. Informatica uses predictive AI and Gen-AI to analyze multiple data points, ensuring accurate insights for customer success.
• Gaining buy-in: Securing executive and employee buy-in is essential for AI adoption. The panelists highlighted the need to demonstrate tangible benefits through pilot projects and gradually scaling successful initiatives.
  

The panelists shared their strategic approaches to AI implementation:

• Start small, scale gradually: Begin with pilot projects to demonstrate AI’s value. OpenText’s initial focus on automating specific tasks like speech-to-text and translation provided quick wins and paved the way for broader AI adoption.
• Customer-centric AI: Salesforce prioritizes AI applications that directly enhance the customer experience. Improving project delivery processes ensures that AI investments yield immediate and impactful results.
• Long-term vision: Informatica’s use of AI to monitor customer success metrics over time highlights the importance of a long-term perspective. AI initiatives aim to build lasting customer relationships and drive continuous improvement.
  

The session concluded with an interactive Q&A, during which attendees could ask the panelists about their specific AI challenges and receive tailored advice. This interactive element provided valuable, real-world insights and practical solutions.

The TSIA World INTERACT 2024 Executive Panel offered invaluable insights into AI’s transformative potential for optimizing customer outcomes and financial results. By sharing their real-world experiences, the panelists provided a roadmap for successfully navigating the complexities of AI adoption.

If you missed this panel, check out the TSIA portal for a full recording and additional resources.

From Insights to Impact: Accelerating the AI Advantage 

The TSIA World INTERACT 2024 conference concluded with an impactful keynote session titled “From Insights to Impact: Accelerating the AI Advantage.” Delivered by Doug Schmitt, President of Dell Technologies Services, this session highlighted how Dell and its customers leverage AI to gain a competitive edge for the future of services.

The AI Journey and Opportunities

Doug Schmitt began by discussing the evolution of AI and its unique opportunities for service organizations. He emphasized the wealth of data service organizations possess, including customer interactions, product usage, and customer satisfaction surveys. This data can be harnessed to create competitive advantages and improve customer experiences.

Practical Steps to Start and Scale AI

For organizations just beginning their AI journey, Doug Schmitt offered practical advice:

• Leverage structured data: Start with structured data, such as CRM and financial systems, to achieve quick wins. Dell digitized around 5,000 processes, using AI to track and optimize workflows in real-time, resulting in significant cost savings and efficiency improvements.
• Incorporate AI in products: Embed AI into products to enhance customer experiences. Dell has integrated AI into its hardware and software products to provide more prosperous, interactive customer interactions.
• Internal efficiency: Use AI to improve internal processes and identify new revenue opportunities. For example, Dell applies AI to analyze structured data and improve operational efficiency, benefiting the company and its customers.

The Four-Point AI Strategy

Doug Schmitt outlined Dell’s four-point approach to AI, which can guide organizations in their AI implementation:

• AI In: Integrate AI into products and software to enhance functionality and user experience.
• AI On: Ensure AI tools and capabilities are available for customers to use with the products.
• AI For: Apply AI internally to improve organizational efficiency and effectiveness.
• AI With: Collaborate with the broader ecosystem, including partners and distributors, to leverage AI capabilities collectively.
  

Looking ahead, Doug Schmitt highlighted AI’s immense potential and predicted its impact would grow significantly in the coming years. He encouraged organizations to move quickly to capitalize on AI’s benefits, emphasizing the importance of continuous learning and adaptation.

Schmitt also addressed the cultural shift required for successful AI adoption. Moving from traditional management practices to data-driven decision-making can be challenging, but it is essential for harnessing AI’s full potential.

Doug Schmitt’s closing keynote provided actionable insights into how organizations can start and scale their AI journeys. By leveraging structured data, embedding AI in products, and applying AI internally, companies can achieve significant efficiencies and create competitive advantages. Doug Schmitt’s four-point strategy offers a clear roadmap for AI implementation, ensuring organizations can capitalize on AI’s potential.

If you missed this session, watch the recording on the TSIA portal to gain a deeper understanding of these strategies and apply them to your AI initiatives.

TSIA World INTERACT 2024 offered invaluable insights into the transformative power of AI in technology and service operations. From thought-provoking keynotes to dynamic panel discussions, attendees gained a deeper understanding of AI’s potential and practical steps for integrating it into their organizations. As AI continues to evolve, staying ahead of the curve is crucial for success in the tech industry. Whether you are looking to optimize customer outcomes, enhance operational efficiency, or drive innovation, the lessons from this conference provide a solid foundation for your AI journey.

Your Key Takeaways

• Operationalizing AI: Thomas Lah’s opening keynote highlighted the complexities of deploying AI, emphasizing the industry’s current maturity, recommended practices, and real-world case studies. Lah addressed the “black box” challenge of AI integration, offering strategies to navigate these uncertainties and transform workforce operations.
• Controversies in AI adoption: The TSIA Hot Takes Panel tackled contentious issues in AI adoption. Key insights included AI’s transformative potential, enhanced chatbot capabilities, the importance of authentic AI communication, and the need for a long-term focus on customer satisfaction over short-term financial metrics.‍
• Optimizing customer outcomes with AI: An executive panel featuring Informatica, Salesforce, and OpenText leaders discussed how their companies leverage AI for business outcomes. They shared strategies for overcoming challenges like data integrity and change management, emphasizing the importance of starting small, focusing on customer-centric AI applications, and maintaining a long-term vision for AI initiatives.