DeepSummary

In this podcast episode, Marc Minguella, an Executive Partner at IBM Consulting, discusses the crucial role of customer experience in digital transformation initiatives. He emphasizes that for any transformational project to succeed, it must be accepted and adopted by the end users, whether they are external customers or internal employees. Minguella stresses the importance of co-creating strategies with clients and understanding their 'why' through asking questions and fostering collaboration.

Minguella highlights the potential of AI in creating new business models, revenue streams, and reducing operational costs in industries like financial services. He acknowledges the need for AI governance and ethical frameworks to ensure transparency, explainability, and fairness as AI is deployed at scale. Minguella also discusses the impact of regulations like the EU's AI Act on data governance and the need for companies to create their own AI platforms and models.

The episode also touches upon Minguella's experiences working across different countries and how embracing diverse perspectives enhances problem-solving capabilities. He emphasizes the importance of balancing short-term and long-term goals using frameworks like OKRs and staying updated with rapidly evolving technologies through continuous learning from various sources.