As customer expectations and interaction methods evolve, human-machine collaboration is becoming increasingly crucial to navigate this shifting landscape. With these shifts, businesses are tasked with integrating technological advancements effectively to stay competitive.
In a recent interview with HCLTech’s Trends and Insights, Sadagopan Singam, Executive Vice President, Global Head of SaaS and Commercial Applications, Digital Business Services of HCLTech, who leads the global commercial application business at HCLTech, offered his perspective on the changing dynamics between humans and machines. He explored the role of emerging technologies and outlined the critical strategies organizations should implement to maintain a competitive edge.
"No organization should fight the pace of change that technology brings," he said, adding that every business should integrate these advancements to redefine their functions and models. The key lies in leveraging these changes to enhance existing business models, create value for customers and employees and continuously explore new opportunities.
He highlighted the importance of looking beyond one's own industry and benchmarking against innovations happening across different sectors, geographies and processes. This approach allows organizations to grow and sustain their competitive edge by amplifying their vision and capabilities.
Total Experience and the role of emerging technologies
According to HCLTech’s The Blueprint to Total Experience report, key factors for successful Total Experience initiatives include a design-led culture, a product-aligned operating model and access to the right technology resources. Singam emphasizes the importance of personalizing for individuals. “For the previous generation handling ticket reservations, working in a modern high-rise building may have been a distinctive experience. But today’s generation may care more about an easy-to-use ticketing reservation system that allows bill settlements to be done in a microsecond.”
The report highlights that 48% of experienced leaders currently use a value-based funding approach, with this expected to rise to 53% over the next three years. In contrast, less experienced leaders are projected to increase their use of value-based funding from 27% to 40%. Experienced leaders will prioritize investing in technology and data solutions, upskilling staff and defining team responsibilities to drive success.
Singam also noted that new technologies offer businesses a unique advantage in today's competitive market. Rather than focusing solely on core functions, companies should explore these innovative solutions to differentiate themselves. "Emerging technologies can greatly enhance business effectiveness," he noted.
For example, he pointed to a solution designed to optimize the use of mobile assets within a campus. While this might seem minor, it can transform a campus's efficiency and appeal, driving more significant value for the enterprise. In various fields like supply chain management or procurement, such specialized technologies provide competitive advantages that set businesses apart.
Human capabilities and technological enhancement
Addressing concerns about the replacement of human capabilities by machines, Singam was clear: technology should not be seen as a substitute for human intelligence. "The primacy of human capability cannot be taken away," he stated. Instead, the focus should be on how humans can use advanced technologies like artificial intelligence and machine learning to enhance their abilities and redefine their roles.
The real question, according to him, is not about humans versus machines but rather how enterprises led by humans can leverage machine learning and AI to enhance their operations. This includes enhancing personal skills, improving enterprise functions and creating sustainable leadership.
He stressed the importance of ethical considerations in deploying advanced technologies. Drawing a parallel with the early days of the automobile, he mentioned that just as there are rules and regulations to ensure safe driving, similar guardrails are essential for AI and other technologies.
"Staying true to the purpose will prevent any adverse effects on enterprises and individuals," he asserted, acknowledging that every new technology requires a conscious approach and constant oversight to ensure responsible use. Businesses must apply business, human and ethical filters to their AI applications to ensure that they align with governance frameworks and do not harm individuals or enterprises.
Exciting trends and initiatives at HCLTech
When asked about the trends that excite him the most, Sada highlighted the exponential increase in productivity enabled by new technologies. He pointed out that technological advancements are changing rapidly, with innovations occurring in cycles as short as three to five years. This constant reinvention creates new opportunities for businesses to stay competitive and adapt to changing market dynamics.
He also shared that HCLTech is deeply invested in fostering employee leadership. With 200,000+ employees worldwide, the organization is committed to creating more leaders who can harness the vast opportunities presented by their partnerships with industry leaders globally. “The aim is to enable our employees to see beyond their immediate tasks, to look at the world with a broader perspective, and to contribute to building a new world,” he added.
This vision involves a continuous process of growth and learning, supported by a diverse range of talents, nationalities and sustainability-focused initiatives. This constant evolution is at the heart of HCLTech’s mission — nurturing employees who emerge year after year with fresh perspectives and capabilities.
