Artificial Intelligence and Machine Learning (AI/ML) is Not Enough

Saturday, December 11,
2021 / 02:00 PM / Teslim Shitta-Bey, CE/ME, Proshare / Header Image Credit:  Simplilearn


Technology is not
an alternative to services or products nevertheless it does present the variables wanted
to design the character, texture, and context for the subsequent enterprise success
story, the subsequent successful product, or the subsequent market-disrupting service. Artificial
intelligence (AI) and machine studying (ML) is not going to create shoppers’ actuality
however they are going to present the information and algorithms wanted to grasp shopper
sentiment and provoke a technique of inquiry and product design that finally
delivers on shopper expectations. 


Corporations should,
subsequently, study to ramp up their information gathering, mining, and analytics abilities.
However information is not sufficient, organisations should know methods to use it. Several
companies collect huge quantities of knowledge routinely however fail to make use of the information to
refine their services or products choices. The nuggets of shopper preferences
and expectations buried within the zeros and ones of advanced company algorithms
should discover expression in providers and merchandise aligned to the shopper’s pains
and wishes. If a enterprise is to stay within the land of the residing, it can not
afford to forage within the graveyard of the useless.


An organization’s
longevity will depend upon the way it makes use of modern shopper information to grasp
underlying buyer sentiments and construct an agile and responsive product or
service pipeline that lives in clients’ creativeness quite than their reminiscence.


on Steroids

The company
survival technique shall be digital over the subsequent half-decade however to take
benefit of the enterprise transformation and expertise adoption processes
firms might want to look past algorithms to buyer notion and consumer
expertise journeys and engineer merchandise and providers to be match for shopper


In addition,
firms might want to scale expertise adoption and employee adaptability. If a
firm adopts expertise nut its staffers are lagging within the potential to make use of
the expertise, the service and product supply propositions fail. Agile
firms want to make sure that expertise adoption is matched by employee
adaptability (see illustration 1 under).


Technology would
have to be supported by recent pondering and a unique strategy to duties and
duties. The shift to predominantly digital platforms for work would
imply that staff should have a mastery of each the software (laptop computer or
desktop) and the software program that perform the assignments involving large information
analytics, infographics, dynamic dashboard situation evaluation, and
decision-making templates utilizing R or Python programmes. Of
course, different analytical and statistical programming strategies could possibly be used
for strategic company decision-making corresponding to e-views and SPSS for financial
evaluation however staff shall be required to have greater than an off-the-cuff understanding
of those instruments. At the centre of tomorrow’s workspace is information and workers
might want to adapt to the necessities of a data-soaked enterprise panorama.


Admittedly within the
short-term, conventional enterprise practices and ‘old-fashioned’ manufacturing unit operations
will nonetheless have a spot in rising markets (EMs) like Nigeria, however the shelf
life of those enterprises proceed to develop shorter by the day as competitiveness
requires firms to dominate uncontested markets. At the center of the rising
aggressive panorama can be the capability of organisations to course of information
speedily, precisely, and cleanly to fulfill buyer journey expertise (see
illustration 2 under).




It bears repeating
that as a lot as expertise is vital and synthetic intelligence (AI) and
machine studying (ML) will separate company losers from winners over the approaching
decade, a human capital improve is important to any strategic company remake. Companies
should be intentional of their recruitment methods for bringing in new staff
because the rising necessities of aggressive benefit is not solely to fulfill the
wants of present clients but in addition to offer options to the challenges of the
clients of tomorrow or maybe these of outdated clients with new wants. The new
office and employee should be ahead quite than backward-looking.


that will want answering embody:What is the character of tomorrow’s markets and their
dominant clients?What are the first and distinctive traits
of those clients (progressive, conservative, risk-averse, risk-taking, risk-neutral,
digital natives, digital immigrants)?What demography do they match into?Why will tomorrow’s clients purchase a very good or
service, and what services or products hole should be crammed?When will the shopper’s new experiential
journey begin, and why?Can firms discern future shifts from
current spending behaviour?How can expertise assist a quicker
route-to-market?Is there an alignment between inside
company processes and the long run wishes or wants of consumers?


Organisations in
the post-COVID-19 financial system should make efforts at aligning individuals, processes, and
technique.  The implication is that whereas
AI/ML brings a springiness to the steps of firms, attaining
sustainability requires that they enhance employee adaptability along with
expertise adoption.


Some firms
have spent tidy sums on expertise adoption however the employees is but to construct a brand new
tradition across the acquired applied sciences to enhance their service supply
velocity or product high quality promise. Without upscaling human capital, expertise adoption
could develop into an impotent a part of company transformation.


Thinking Change

To embed
expertise into company tradition requires new pondering and this begins from
the highest. CEOs should be function fashions and information the method of thought in direction of
customer-centric approaches to resolving tentative issues or satisfying
transient expectations.
The chief should construct conviction in his colleagues and information a shared imaginative and prescient of
company progress that dovetails into private progress.


In doing this the
group should develop into a melting pot of intelligent concepts and agile abilities combined
in new and thrilling methods to create worth. Workers should see the company imaginative and prescient
soften into private aspirations and expectations. If a tradition of private
progress and artistic license is strengthened by the removing of stereotype
company limitations fostered by conservative ideas of hierarchy, then sustainability
turns into an attainable digital imaginative and prescient (see illustration 3 under).



Leadership and
execution are essential parts of methods if firms are to outlive the
anticipated disruptions of the last decade. Chief Executive Officer (CEO) of the Stack
Centre, Dr, Ayotunde Coker, at an Institute of Directors (IoD) Nigeria
convention in 2020 famous that for firms to take full benefit of technological
disruption, “The difficulty is
management”. According to the tech specialist “management should
frequently upscale itself and rethink the company goal towards shifting
realities. Leadership is realizing when to reinvent your self. Leadership should open
its thoughts as much as the chances of expertise”. He noticed that,
“It is vital to grasp the context by which you’re working in,
you both form the context or stroll into the context as a result of if you don’t do
both, you die as a CEO or get changed or go down taking your organization with


in 2022

The race for the
shopper will intensify in 2022 and with the Omicron variant of COVID-19
ravaging international locations and continents the digital world will give that means to
Facebook’s love for the idea of a metaverse and its resolution to vary its
mother or father firms title to ‘Meta’ in 2021.

The new
software-aided shopper journey expertise will enhance the pleasure customers
derive from merchandise and providers (that means interactivity will enhance
performance and design) and separate company slouches from their quicker and
smarter contemporaries. The race for AI/ML dominance has already began in
Nigeria’s monetary providers business with deposit cash banks going toe-to-toe
to ease the shopper’s journey experiences by chatbots that allow
buyer inquiries to be handled digitally (see illustration 4 under of
Nigerian banks with chatbots).



While the AI/ML
rat race has begun, it is nonetheless at its first lazy mile of a company marathon,
with banking halls and buyer care items nonetheless inundated with clients’ bodily inquiries and assist requests. The digital banking interfaces of
Nigeria’s tier 1 banks are nonetheless comparatively unintuitive and contain discomforting
repetition of on-line processing procedures.


That being stated,
2022 will see banks and different non-bank establishments intensify their use of massive
information and shopper information analytics to improve service velocity and product supply
high quality. The drawback is that whereas AI/ML will give insights into how
shoppers behave, it is not going to interpret why they behave that means, this
would require the mind of an analyst or group of analysts who would look
on the social, political, financial, technological and environmental
convergences occurring that give rise to shopper actions. By 2022
understanding shopper behaviour and preferences will develop into more and more
vital as youthful buyer demographies throw out the loyalty playbook and
impose the next burden of efficiency on companies.



Throwing out the
loyalty playbook shall be a part of shoppers’ efforts at breaking dangerous company practices.
Regardless of how effectively AI/ML performs, they will solely enhance the shopper
journey expertise if the appropriate company tradition is in place, AI/ML complement
wholesome company cultures they don’t change them.


AI/ML will
reposition organisations in 2022 (together with Proshare) however the
effectiveness of superior expertise purposes will depend upon the standard of
the those that undertake and adapt to those applied sciences. A quick and offensive
entrance desk officer doesn’t get pardoned by a stupendous service supply
algorithm she or he doesn’t perceive or is not ready to make use of. Also, buyer
service queues and complaints is not going to disappear if the backend technical
personnel are sloppy, lazy, or just incompetent. 


To experience the crest
of a brand new digital service or product supply order in 2022, company personnel
should step up their video games and be snug with a revised tradition of sustained
service excellence.  Being
customer-centric is no extra a fad however a creed. To ensure, future-facing
firms know that on the coronary heart of their backside traces is their clients and
their purse or pockets.  



So far, primarily two
banks look like on the forefront of AI/ML purposes to retail service
supply; UBA with Leo and Zenith Bank with Ziva, different banks
look like dipping their toes into the AI customer support pool with out
sturdy conviction.  Other banks do,
nevertheless, present sturdy digital revenues, particularly the tier 1 banks described as
FUGAZE (FBNH, UBA, GTCO, Access Bank, Zenith Bank and ETI) regardless of a modest
try at customer-centric service supply by AI/ML (see desk 1


Does AI have such
a strategic significance to assembly clients service or product supply
expectations? Certainly. In a current survey consuducted by McKinsey, a worldwide
consulting group, the analysts famous that  “The outcomes of our newest McKinsey
Global Survey on AI point out that AI adoption continues to develop and that the
advantages stay significant-though within the COVID-19 pandemic’s first 12 months, they
had been felt extra strongly on the costsavings entrance than the highest line. As AI’s use
in enterprise turns into extra frequent, the instruments and greatest practices to take advantage of
out of AI have additionally develop into extra refined”.


The report additional
observes that “AI adoption is persevering with its regular rise: 56 p.c of
all respondents report adoption in at the least one perform, up from 50 p.c in
2020. The latest outcomes counsel that AI adoption since final 12 months has elevated
most at firms headquartered in rising economies, which incorporates China,
the Middle East and North Africa: 57 p.c of respondents report adoption, up
from 45 p.c in 2020. And throughout areas, the adoption charge is highest at
Indian firms, adopted intently by these in Asia-Pacific”.


Nigerian firms
that need to excel in 2022 should undertake more and more extra refined ranges of
AI adoption and adaptation however this should be achieved with effort addressed in direction of
retooling and upgrading present employee abilities. Sustainability going ahead
shall be extra advanced than previously and as Daniel Craig’s final James Bond
film famous, for agile firms targeted on assembly buyer wants this is ‘No
Time to Die’.


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