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Category: Technology

  • BT Group leans on AI to transform customer service experience – CRN

    BT Group leans on AI to transform customer service experience – CRN

    BT Group is transforming customer support through the integration of advanced AI and generative AI technologies, in collaboration with Sprinklr. The refreshed customer contact platform significantly enhances the EE and BT customer experience through conversational AI, and enhances support processes for the Group’s customer service guides across its Business, Consumer and internal contact channels.

    BT Group has integrated Sprinklr’s unified customer experience platform, meaning when a customer is seeking support, the platform can draw on BT Group’s data to provide a personalised, accurate response. The customer contact platform, which powers EE’s virtual assistant Aimee, also provides the messaging capability for real-time online chat with customers.

    The platform enables BT Group to use generative AI to support various customer experiences, for sales and support for both EE and BT customers. For example, the Gen AI-enhanced experience within Aimee which helps customers prepare for international travel has halved the need for online chat/messaging support, thanks to its ability to understand and respond to customer needs. This keeps guides free for more complex asks, and helps customers get what they need, faster.

    Another place it is making a difference is in billing support, where generative AI provides detailed explanations of billing charges, enhancing transparency and customer satisfaction. Rich media within Aimee also means the chat experience isn’t just a text exchange; product cards and carousels are more engaging and valuable for customers. Over 30 separate customer experiences have been defined within Aimee so far, with more to follow. Aimee’s use has risen 51% year on year, demonstrating customer enthusiasm for the channel as its capabilities continue to be improved.

    Looking ahead, BT Group plans to expand its use of generative AI to further improve customer support. Upcoming features are expected to include AI-driven summaries of customer interactions and real-time support and guidance. With this, Aimee will be able to act as a virtual AI assistant for our guides, helping to improve efficiency, effectiveness, colleague and customer experience.

    BT Group has experienced an impressive growth in customer interactions facilitated by Aimee. ~60,000 conversations per week are now handled through Aimee compared to ~30,000 per week just two years ago. This frees time for guides to help customers with more complex issues and deliver an even more personal experience.

    BT Group has implemented key ethical guardrails to ensure robust data privacy and security measures. AI capabilities are hosted on a private cloud instance, ensuring compliance with data and privacy regulations, and data policies are set by BT Group’s internal data management platform, Data Fabric. This allows BT Group to maintain control over its data while benefitting from Sprinklr’s AI capabilities. Working with Sprinklr has also enabled BT Group to put in safeguards to monitor for attempts to get the AI to misbehave.
    BT Group remains agnostic about which Large Language Model (LLM) it uses in generative AI, continuing to draw on different LLMs. The architecture in the customer contact platform allows BT Group to select the optimal LLM for each use case, and will integrate with BT Group’s new GenAI Gateway in the future.

    Harry Singh, MD of Consumer Digital at BT Group, commented: “The collaboration with Sprinklr marks a significant step forward in BT Group’s commitment to using cutting-edge technology to deliver exceptional customer experiences. With our customer contact platform, we have unlocked powerful AI-enhanced capabilities for our customer service, boosting satisfaction and creating exciting new opportunities for customer experience.”
    Sprinklr President and CEO Rory Read, added: “We’re delighted to be working alongside the iconic brands within BT Group, at the forefront of innovative customer engagement through effective AI. AI has huge potential to enhance and elevate customer experiences, and it’s been fantastic to help BT Group achieve such brilliant results, so quickly.”

  • New Confluent platform for Apache Flink makes it easy to manage and secure high-performance stream processing on-premises – CRN

    New Confluent platform for Apache Flink makes it easy to manage and secure high-performance stream processing on-premises – CRN

    Confluent, Inc. announced the general availability of Confluent Platform for Apache Flink with added enterprise-level security capabilities and easier ways to manage and scale on-premises Apache Flink workloads. Confluent is now the only company that offers data streaming paired with stream processing for cloud and on-premises workloads so businesses can turn their data into value faster. In addition, Confluent announced WarpStream Orbit for easier migration to WarpStream’s “Bring Your Own Cloud (BYOC)” deployment model.

    “Stream processing is where the magic happens. It transforms real-time data into experiences and operations that drive modern businesses forward,” said Shaun Clowes, Chief Product Officer, Confluent. “With our latest announcement, any organisation can take advantage of Apache Flink — scaling, securing, and managing it with ease — unlocking innovation without limits.”

    Stream processing enables businesses to analyse and react to massive amounts of data in real time for decision-making, fraud detection, personalised customer experience, and more. Apache Flink has emerged as the de facto stream processing solution for enterprises with its incredible performance, robust state management, and the flexibility to handle complex, real-time analytics at scale. However, teams often struggle to self-manage Flink because it requires configuring, operating, scaling, and securing a complex distributed system. For organisations with on-premises workloads, there’s a need for a solution that provides the flexibility and benefits of cloud-native technologies within private infrastructures.

    Scale, secure, and simplify stream processing for on-prem workloads

    With the general availability of Confluent Platform for Apache Flink, organisations can manage on-prem workloads at scale with long-term support from the world’s leading Apache Kafka® and Flink experts. Confluent Platform’s enterprise-grade Flink distribution and control plane enables teams to:

    • Streamline lifecycle management with simplified deployment and scaling, enhanced automation, and efficient resource allocation.
    • Ensure an integrated security model with unified access controls and consistent security policies across all systems.
    • Minimise risk with consolidated Flink and Kafka support and guidance from the foremost experts in the data streaming industry.

    Many companies globally are already seeing success by using Confluent Platform for Apache Flink to process and analyse their data. For example, a Fortune 50 telecom customer is using it for real-time analytics to help process and analyse network performance, deliver consistent and personalised customer experiences, and provide network visibility for threat detection. By leveraging Confluent Platform’s Flink offering, the telecom provider has saved tens of millions of dollars and significantly reduced churn, boosting its overall margins.

    A new feature of Confluent Platform for Apache Flink, Confluent Manager for Apache Flink (CMF), makes deploying, updating, and scaling Flink as easy on-premises as it is in the cloud. Confluent Manager for Apache Flink enables:

    ⦁ Simplified management to streamline large-scale Flink deployments in Kubernetes, making resource management and scaling more efficient.
    ⦁ Enhanced collaboration that centralises management across the Confluent ecosystem. CMF promotes consistency and optimises processes, facilitating better collaboration among teams.
    ⦁ Improved security with robust security mechanisms, simplifies security management, and ensures compliance with organisational policies.

    “Companies need to make Flink more accessible, secure, and easier to operationalise wherever their workloads are deployed,” said Shari Lava, Senior Research Director, AI and Automation, IDC. “Businesses should look for offerings that combine deep Flink expertise with capabilities like built-in connectors, automated operations, and strong customer success and support to accelerate time-to-value and simplify getting Flink applications into production. Solutions that provide a unified control plane across Flink and other components like Kafka go a long way in enabling more companies to harness real-time data and govern it effectively.”

    Speed up migrations to WarpStream with reduced costs and disaster recovery capabilities

    WarpStream’s BYOC deployment model is a popular option for customers with large-scale workloads and relaxed latency requirements who are looking to use their own virtual private cloud (VPC). Traditionally, it can be a challenging and manual process to migrate from open source Kafka to a BYOC model because it involves navigating different Kafka environments and building custom solutions that increase time, costs, and data quality issues. WarpStream Orbit makes it easier than ever to move existing workloads from open source Kafka, or any Kafka-compatible service, to WarpStream clusters. Customers can seamlessly migrate to WarpStream, optimise existing Kafka clusters with tiered storage to reduce costs, and set up disaster recovery for high throughput, relaxed latency workloads.

  • Skill, Train, Empower: Flipkart SCOA’s role in transforming e-commerce careers

    Flipkart's SCOA: Upskilling India's E-commerce Workforce

    Flipkart’s SCOA: Upskilling India’s E-commerce WorkforceFlipkart

    Flipkart, India’s homegrown e-commerce marketplace, has been making significant strides in upskilling India’s workforce through its Supply Chain Operations Academy (SCOA). Established in 2021, SCOA is a pioneering initiative aimed at training and certifying e-commerce supply chain personnel. The academy provides free, industry-relevant training to young individuals from underserved local catchment areas, equipping them with the necessary skills to thrive in the rapidly growing e-commerce sector and bolster the local supply chain ecosystem.

    In 2024, SCOA trained over 3,000 candidates, including 600 women, demonstrating Flipkart’s commitment to skill development, diversity, and inclusion. The academy’s training program includes a 45-day hands-on experience at Flipkart facilities and online classroom sessions, providing participants with real-world operational skills. The program is inclusive, reaching out to local catchment youth, women, persons with disabilities (eDAB), defense personnel, and members of the transgender community, thereby enhancing their employability within the e-commerce sector.

    Upskilling for the Future

    Hemant Badri, Senior Vice President and Head of Supply Chain, Customer Experience, and Re-Commerce at Flipkart, stated, Flipkart is firmly committed to aiding millions of local companies on their e-commerce journey and contributing to the country’s inclusive economic growth. The Supply Chain Operations Academy (SCOA) seeks to provide students and prospective professionals with useful skills relevant to professions in e-commerce, retail, and warehousing. The initiative is dedicated to providing India’s youth with the skills required for the rapidly developing e-commerce sector. This program not only changes people’s lives, but it also shapes the industry’s future by directly addressing the urgent demand for a qualified workforce.

    Flipkart's SCOA: Upskilling India's E-commerce Workforce

    Flipkart’s SCOA: Upskilling India’s E-commerce WorkforceFlipkart

    SCOA’s curriculum, managed by Flipkart, offers a comprehensive learning experience tailored to the industry’s dynamic demands. It equips participants with industry-relevant skills, allowing them to gain experience in diverse e-commerce domains that align with their interests. The curriculum includes a Warehouse Associate Training Module, which prepares students for essential operational positions such as Picker, Putter, Packer, Segregator, Sorter, Quality Check Executive, Data Entry Operator (DEO), and Issue Resolution Executive. This holistic approach ensures that trainees are prepared to handle the changing demands of the e-commerce supply chain sector while also increasing the talent pool for one of India’s fastest-growing businesses.

    Flipkart’s Broader Commitments

    Flipkart’s SCOA plans to upskill 16,000 candidates by 2025 to build an eCommerce ready workforce. This initiative aligns with Flipkart’s broader commitment to decarbonizing its delivery operations, as evidenced by its recent partnership with GreenLine Mobility Solutions Ltd, a key player in Essar’s Green Mobility initiative. This collaboration will see GreenLine deploying its fleet of liquefied natural gas (LNG) trucks, marking a key step in Flipkart’s broader commitment to decarbonizing its delivery operations.

    In addition to its efforts in upskilling and sustainability, Flipkart has also been proactive in enhancing the customer experience. The company recently collaborated with The Gameium to offer Flipkart customers a unique opportunity to purchase subscriptions to the leading online video game platform through Flipkart’s SuperCoins redemption. This collaboration is set to create waves in the gaming community and redefine loyalty rewards for Flipkart customers.

    The Flipkart Group, one of India’s leading digital commerce entities, includes group companies Flipkart, Myntra, Flipkart Wholesale, super.money, and Cleartrip. Established in 2007, Flipkart has enabled millions of sellers, merchants, and small businesses to participate in India’s digital commerce revolution. With a registered user base of more than 500 million, Flipkart’s marketplace offers over 150 million products across 80+ categories. Today, there are over 1.4 million sellers on the platform, including Shopsy sellers. With a focus on empowering and delighting every Indian by delivering value through technology and innovation, Flipkart has created thousands of jobs in the ecosystem while empowering generations of entrepreneurs and MSMEs.

  • NSDC Partners with Juspay to enhance Payment Solutions for Skill Development   – CRN

    NSDC Partners with Juspay to enhance Payment Solutions for Skill Development   – CRN

    National Skill Development Corporation (NSDC) has signed a Memorandum of Understanding (MoU) with Juspay Technologies to enhance payment infrastructure and solutions for skill development initiatives across India.

    The MoU was signed today at NSDC’s headquarters by Shreshtha Gupta, CTO NSDC, and Ishan Sharma, Head, Business at Juspay, in presence of Ved Mani Tiwari, CEO NSDC and MD NSDC International, Rajesh Swaika, CFO NSDC and Malyada Goverdhan, Head – B2G Partnerships, Juspay. The partnership marks a significant step towards leveraging cutting-edge technology to streamline financial processes for NSDC’s vast network of stakeholders, including training partners, candidates, and other ecosystem players.

    Highlights of the Collaboration 
    As per the MoU, Juspay will provide a robust and scalable payment orchestration platform tailored to the needs of NSDC, enabling seamless transactions across various payment modes like UPI, credit/debit cards, wallets, and net banking. The integration will simplify payment experiences for millions of learners and training providers, ensuring both reliability and efficiency. Juspay’s unified analytics and optimisation tools will help NSDC gain actionable insights to enhance operational efficiency.

    Speaking on the occasion, Ved Mani Tiwari, CEO NSDC and MD NSDC International said, “Our collaboration with Juspay represents a significant advancement in our commitment to enhancing the skill development ecosystem in India. By leveraging the unique payment solutions, we aim to streamline the financial processes for our stakeholders, making skill development more accessible and efficient. This collaboration will empower millions of learners and training providers, ensuring that our initiatives are not only impactful but also sustainable in the long run.”

    Vimal Kumar, CEO & Founder of Juspay, added, “We are proud to partner with NSDC in their mission to empower millions through skill development. NSDC’s extensive payments infrastructure presents unique challenges, including the need for seamless integration across diverse platforms and ensuring secure and frictionless transactions at scale. At Juspay, we are committed to delivering a comprehensive solution that not only simplifies these challenges but also offers NSDC complete visibility and control over every financial transaction.”

    This partnership establishes a framework for collaboration that will not only enhance payment solutions but also promote financial inclusion within the skill development sector.

  • Gartner Identifies the Top Trends Impacting Infrastructure and Operations for 2025 – CRN

    Gartner Identifies the Top Trends Impacting Infrastructure and Operations for 2025 – CRN

    Gartner, Inc. highlighted the six trends that will have a significant impact on infrastructure and operations (I&O) for 2025.

    “These trends give the opportunity for I&O leaders to identify future skills requirements and seek insights to help meet implementation requirements,” said Jeffrey Hewitt, Vice President Analyst at Gartner. “They will provide the differentiation needed for enterprises to gain the optimal benefits from their I&O operations in 2025.”

    Trend No. 1: Revirtualisation/devirtualisation
    The recent license changes for certain vendor-based solutions have forced many I&O teams to re-evaluate their virtualisation choices with some moving more to public cloud, some turning to distributed cloud and some moving to private cloud. This involves multiple options beyond just changing hypervisors.

    “I&O leaders must inventory all current virtualisation implementations and any related interdependencies,” said Hewitt. “Evaluate alternative paths including hypervisors, hyperconvergence, distributed cloud, containerisation, private cloud and devirtualisation. Identify existing I&O skills and how those need to evolve to support top choices.”

    Trend No. 2: Security Behavior and Culture Programs
    As the sophistication and variety of attacks increases, security programs must evolve to address behavior and culture to optimise their effectiveness. Security behavior and culture programs (SBCPs) are enterprisewide approaches to minimise cybersecurity incidents associated with employee behavior.

    SBCP programs result in improved employee adoption of security controls and reductions in behavior not considered secure. They enable I&O to help support the more effective use of cybersecurity resources by employees.

    Trend No. 3: Cyberstorage
    Cyberstorage solutions utilise a data harbor made up of data that is fragmented and distributed across multiple storage locations. The fragmented data can be instantly reassembled for use when needed.

    Cyberstorage can be a dedicated solution with comprehensive features, a platform-native service offering with integrated solutions, or a collection of stand-alone products that augment storage vendors with cyberprotection capabilities.

    “For cyberstorage to be successful, I&O leaders should identify the risks of costly and disruptive storage threats, combined with increasing regulatory and insurance expenses to build a business case for cyberstorage adoption,” said Hewitt.

    Trend No. 4: Liquid-cooled Infrastructure
    Liquid-cooled infrastructure consists of rear-door heat exchange, immersion and direct-to-chip. It enables I&O to support new chip generations, density and AI requirements, while also providing I&O opportunities to flexibly place infrastructure to support edge use cases.

    “Liquid cooling has evolved to move from cooling the broader data center environment to getting closer and even within the infrastructure,” said Hewitt. “Liquid-cooled infrastructure remains niche today in terms of use cases but will become more predominant as next generations of GPUs and CPUs increase in power consumption and heat production.”

    Trend No. 5: Intelligent Applications
    Generative AI has revealed applications’ potential to operate intelligently, which has created the expectation for intelligent applications. Intelligent applications adapt to their user’s context and intent, thereby reducing digital friction. It can interoperate in pursuit of their own, as well as their users’ intents, by marshaling the appropriate interfaces to external APIs and connected data.

    Ultimately, intelligent applications reduce required intervention and interactions on the part of I&O. It also optimises processes and utilisation while reducing resource overhead.

    Trend No. 6: Optimal Infrastructure
    Optimal infrastructure is when I&O teams place a highly significant emphasis on the best infrastructure choices for a given use case across a range of deployment styles. This approach utilises a business-based focus so that executives outside of IT can understand why infrastructure choices are made from their perspectives.

    “These choices are ultimately aligned with platform engineering adoption,” said Hewitt. “They allow I&O to align infrastructure choices with the business objectives of the overall organisation. They also facilitate the support and approval of business unit leaders and C-level executives.”

  • Indian Space Technology achieves milestone with DRDO’s First Green Propulsion

    DRDO gets India's 1st green propulsion system

    IANS

    India’s Defence Research and Development Organisation (DRDO) has acquired the country’s first green propulsion system, the iBooster. Developed by Mumbai-based deep-tech startup Manastu Space Technologies, the iBooster system is a revolutionary innovation designed specifically for satellites weighing between 100 and 500 kg. The iBooster system is a game-changer in the field of space technology, facilitating critical operations such as orbit raising, station-keeping, and deorbiting.

    The system’s proprietary hydrogen peroxide-based fuel ensures enhanced performance, safety, and sustainability compared to conventional toxic fuels and other exorbitantly expensive alternate fuels. This achievement is the result of four years of extensive research and development, supported by DRDO’s Technology Development Fund (TDF). It is a testament to the growing role of Indian startups in advancing national defense and space capabilities.

    The iBooster system is a culmination of proprietary innovations, including a hydrogen peroxide-based fuel that is safer and eco-friendly, an optimised thruster design for efficiency and precision, and a high-temperature catalyst, ensuring seamless ignition and endurance in space. The DRDO has lauded Manastu Space’s achievement, stating, Manastu Space’s achievement demonstrates the transformative potential of Indian startups in deep tech. Their innovation supports DRDO’s mission to enhance India’s defense and satellite capabilities.

    Defence Research and Development Organisation (DRDO)

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    Tushar Jadhav, Co-founder of Manastu Space, expressed his pride in delivering this technology to DRDO. He said, Delivering this technology to DRDO is a proud milestone for us. It reflects our commitment to creating greener, safer, and highly efficient solutions for space exploration. This collaboration highlights the strength of innovation and collaboration in advancing India’s aerospace capabilities.

    Manastu Space is not resting on its laurels. The company is preparing for a groundbreaking space test aboard an upcoming PSLV mission by ISRO, demonstrating the system’s capabilities on a global stage. This mission underlines India’s leadership in developing sustainable space technologies. Founded in 2017 by Tushar Jadhav and Ashtesh Kumar, Manastu Space Technologies is a pioneer in sustainable space innovation.

    Specialising in propulsion systems and satellite technology, the company addresses critical challenges in space safety and sustainability. Through cost-effective, high-performance solutions, Manastu Space is driving India’s emergence as a global leader in aerospace innovation. This development is reminiscent of the historical event when the United States’ National Aeronautics and Space Administration (NASA) launched the Mars Rover, Perseverance, in 2020. The rover was powered by a Multi-Mission Radioisotope Thermoelectric Generator (MMRTG), a type of green propulsion system. The MMRTG converts heat from the natural radioactive decay of plutonium-238 into electricity. This event marked a significant step towards sustainable space exploration, similar to the current achievement by Manastu Space Technologies.

  • Santosh Nazare Applies LLMs to Address Healthcare Challenges: Pioneering AI Solutions for Better Patient Care

    Santosh Nazare

    “Large language models are advancing healthcare analytics,” says Santosh Nazare, his eyes lighting up as he describes the potential of large language models (LLMs) in healthcare. As the director of data science at Blue Cross Blue Shield of Michigan, Nazare is no stranger to the challenges of the American healthcare system. His recent work with LLMs is pushing the boundaries of healthcare analytics, offering a glimpse into a future where artificial intelligence (AI) could advance patient care and cost management.

    The Rise of LLMs in Healthcare

    Developed for natural language processing tasks, LLMs have found a new and impactful application in the healthcare industry. These sophisticated algorithms can process and understand vast amounts of textual data, making them invaluable tools for analyzing medical records, research papers, and other healthcare-related documents.

    In a sector burdened with high costs, inadequate insurance coverage, and disparities in care quality, LLMs’ potential is particularly noteworthy. Their ability to enable more accurate predictions and create personalized care plans leads to improved patient outcomes and more efficient resource allocation.

    Fine-tuning for Precision: Nazare’s Approach

    Nazare’s implementation of LLMs in healthcare is characterized by meticulous customization. Rather than relying on general-purpose models, he fine-tunes these algorithms to address specific healthcare challenges. This process involves training the models on domain-specific data, allowing them to recognize patterns and make predictions highly relevant to particular areas of healthcare.

    “Each healthcare problem requires a unique approach,” Nazare notes. “Fine-tuning LLMs enables the creation of tools precisely calibrated to the nuances of different medical conditions and healthcare processes.”

    One key area where Nazare has applied this approach is developing disease prediction models. These models can forecast the likelihood of conditions such as mental health decompensation and pre-diabetes, enabling early interventions that can improve patient outcomes. Additionally, Nazare has designed a scalable system to parse high-dimensional data, detecting early warning signs of changes in member risk and healthcare costs.

    CMS Star Ratings and Member Satisfaction

    One area where Nazare’s work has greatly impacted is in predicting member dissatisfaction related to CMS Star Ratings. The Centers for Medicare & Medicaid Services (CMS) uses a star rating system to measure the quality of Medicare Advantage and Part D plans, with ratings ranging from one to five stars. These ratings help consumers compare health plans and make informed decisions about their healthcare coverage.

    Nazare’s team has developed models to predict potential areas of member dissatisfaction, allowing Blue Cross Blue Shield of Michigan to address issues and improve its CMS Star Ratings proactively. This work enhances the company’s performance metrics and improves member experiences and health outcomes.

    AI’s Role in the Future of the Healthcare Industry

    Nazare is actively exploring the potential of LLMs in healthcare, including applications such as personalized treatment recommendations, efficient care coordination, and real-time health monitoring. Reflecting on these advancements, Nazare remains mindful of challenges like data privacy, model interpretability, and ethical considerations as these technologies become more prevalent in healthcare settings.

    With leaders like Santosh Nazare, the industry can improve patient outcomes, healthcare efficiency, and overall health. His clinical and data scientist background helps him combine medical expertise with advanced analytics to tackle healthcare challenges. As AI technologies advance, their impact on healthcare will grow, making it crucial for all stakeholders to stay informed.

  • NetApp’s 2024 Data Complexity Report reveals AI’s make or break year ahead – CRN

    NetApp’s 2024 Data Complexity Report reveals AI’s make or break year ahead – CRN

    NetApp, today released its second annual Data Complexity Report, which examines how global organisations are navigating the increasing complexity of managing their data for AI. This year’s report provides a global view into how AI will impact organisations in 2025 and beyond, offering insights to help businesses leverage AI’s potential while navigating the complexities and risks that accompany this transformative technology.
    “2025 is shaping up to be a defining year for AI, as organisations transition from experimentation to scaling their AI capabilities,” said Gabie Boko, Chief Marketing Officer, NetApp.

    “This year’s Data Complexity Report shows that businesses are making significant investments to drive innovation and efficiency, but these efforts will succeed only if global tech executives can address the mounting challenges of data complexity, security, and sustainability. Intelligent data infrastructure, with unified data storage at its core, will be key to unlocking AI’s potential,” Boko added.

    AI investment: Will AI break the bank?

    Two-thirds of companies worldwide report that their data is either fully or mostly optimised for AI. This simply means their data is accessible, accurate, and well-documented for AI-use cases. However, despite this progress, 2025 will still demand investment in AI and data management. In fact, 40 percent of global technology executives believe that unprecedented investment in AI and data management will be required for their companies in 2025. While companies have made strides in optimising data for AI, achieving future breakthroughs will demand even greater commitment and resources.

    Data silos: Will your data impede AI success?

    Data unification is emerging as a critical driver of AI success, with 79 percent of global tech executives recognising the importance of unifying data to achieve optimal AI outcomes. Companies that have unified data storage have been able to remove data silos by connecting data regardless of type or location across hybrid multi-cloud environments so it is always accessible. Companies that prioritise unifying data are more likely to reach their AI goals in 2025, with only 23 percent of companies that prioritise unifying data saying they will not reach their goals, versus 30 percent of companies that do not prioritise unifying data. Investing in data management and infrastructure has become the top priority for organisations, with executives emphasising it twice as much as other AI-related initiatives a trend set to grow. Looking to the future, organisations that embrace data unification will be better positioned to fully harness the transformative power of AI, ensuring they stay ahead in an increasingly competitive landscape.

    Data security: Will cyber threats scale along with AI?

    Global tech executives are bracing for a significant rise in security threats alongside AI adoption, with 41 percent predicting a sharp increase in 2025. Data privacy and security concerns have remained top challenges globally year-over-year, with AI-leading countries like India, Japan, and the United States (which are farther ahead in their AI journey) nearly twice as likely to report an increase in the number of security issues compared to AI-lagging countries like Germany, France, and Spain.

    The rise of AI has increased the attack surface of many organisations, creating new challenges such as protecting AI-models themselves, defending data sets that are more exposed to attacks, and ensuring data is available and secure for use in AI applications. AI-driven security challenges are weighing heavily on the minds of global tech leaders, with 59 percent identifying these threats as a leading global stressor. This heightened focus reflects the growing complexity of cyber risks. Executives at the board and C-suite levels continue to prioritise cybersecurity and ransomware protection, with 38 percent ranking it as their top priority. However, there’s a silver lining: the strategic measures organisations have implemented appear to be paying off. The focus on cybersecurity as a top priority has decreased by 17 percent since 2023 — a promising sign that progress is being made in combating these ever-evolving threats.

    Data sustainability: Is AI putting the planet at risk?

    As AI adoption accelerates, 34 percent of global tech executives anticipate major shifts in corporate sustainability processes, and 33 percent expect new government energy policies and investments. AI-driven data growth and the infrastructure needed to turn data into business value uses a lot of energy, which runs counter to sustainability goals, with AI-leading countries experiencing a greater impact than AI-lagging countries. Carbon footprint reduction remains extremely or very important, especially in regions with high AI adoption, though its focus has declined year over year, from 84 percent of companies in 2023 to 72 percent in 2024. The challenge moving forward will be managing the environmental costs of AI while maximising its potential for innovation.

    This year’s Data Complexity Report highlights a pivotal shift: businesses that invest in intelligent data infrastructure, prioritise security, and factor in sustainability are not only future-proofing their operations but also gaining a significant competitive advantage in the AI-driven landscape.

    “AI’s transformative potential hinges on secure, scalable, and sustainable data strategies,” said Krish Vitaldevara, Senior Vice President and General Manager, NetApp.

    “The organisations leading in advanced analytics and AI are those that have unified and well-cataloged data, robust security and compliance for sensitive information, and a clear understanding of how data evolves. By tackling these challenges, they can drive innovation while ensuring resilience, responsibility, and timely insights in the new AI era,” he added.

  • Securing the present and future of wearables in the workplace

    icon of a clockBy:

    Smartwatches have gone from somewhat of a splurge to quite common or perhaps even essential, with various studies showing that anywhere from roughly a quarter to nearly half of Americans now own one.

    From tracking steps and workouts to staying connected on the go, people of all ages and fitness levels can benefit from the convenience and sense of wellness that a smartwatch provides. Wearables are entering the workplace to help power employee wellness programs that promote work-life balance.

    All sounds great, right? There’s just one concern to address, and it’s an important one: enterprise security. As more devices are added to a company’s network, IT teams need to be able to manage and monitor those devices in tune with the rest of the company’s technology infrastructure. Recognizing both the need and the challenge, Samsung announced in August 2024 that its Knox Manage solution now works with Samsung’s latest wearables, including Galaxy Watch7 and Galaxy Watch Ultra featuring Galaxy AI.*

    What is Samsung Knox?

    Samsung Knox is a defense-grade mobile security platform built directly into Samsung devices, providing protection at both the hardware and software levels. Knox delivers multi-layered security to safeguard sensitive business and personal data, starting with the secure boot process and continuing through encryption, app management, secure access, and more.

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    Knox includes a full suite of solutions that cover a device’s entire lifecycle. For example, Knox Vault helps isolate critical data, while Knox E-FOTA enables seamless, controlled firmware updates. There’s also Knox Mobile Enrollment, which makes mass deployment more streamlined and secure, and Knox Manage, which we’ll discuss in the next section. Samsung Knox provides a wide range of robust security controls.

    What is Knox Manage?

    Knox Manage is Samsung’s enterprise mobility management (EMM) solution designed to give IT administrators granular control over their organizations’ mobile devices. It enables remote management, allowing IT teams to monitor and enforce policies across various devices, including smartphones, tablets and wearables. Centralized control helps keep devices secure, compliant with company standards, and functioning optimally without requiring physical access.

    Knox Manage simplifies complex tasks like remote app installation, wiping devices and applying updates. The platform integrates with existing systems, providing flexibility for businesses using third-party mobile device management solutions and allowing them to oversee large deployments seamlessly. Businesses can maintain high levels of security, even in environments where personal and work data live on the same device.

    How does Knox Manage work for the future of wearables in the workplace?

    With Knox Manage, wearables can integrate seamlessly into a company’s mobile ecosystem, allowing IT administrators to monitor and enforce security policies on each device remotely.

    Once a compatible Galaxy wearable is enrolled in Knox Manage, the administrator can configure settings, deploy apps, and control features from a centralized console. This includes restricting certain apps, managing Wi-Fi and Bluetooth access, or even wiping data if a device is lost or compromised. The game-changer, though, is the ability to separate work and personal data so that sensitive corporate information stays secure even if employees use their smartwatches for personal purposes.

    Knox Manage also supports real-time monitoring of devices, giving admins insight into how each wearable is being used and whether policies are being adhered to. With regular security updates and support for remote firmware management, smartwatches are no longer low-hanging entry points for cyberattacks. Instead, they become secure, integrated tools within the broader business environment.

    Connected. Empowered. Protected.

    Galaxy Watch7 and Galaxy Watch Ultra each bring so many benefits to the workplace. Galaxy Watch7 has a sleek design for everyday use, combining AI-powered health tracking and productivity tools that seamlessly integrate into anyone’s day-to-day routine. It’s a great choice for employees who want a reliable wearable throughout their workday.

    Galaxy Watch Ultra adds advanced features for more demanding workouts and environments. Its rugged build helps it handle tougher conditions, while the extensive health metrics — including VO2 max and advanced recovery tracking — cater to more fitness-focused users. It also has extended battery life, up to 100 hours of typical use on a single charge, and can even be used in standalone mode (no need for a companion phone).

    Both watches, now supported by Knox Manage, help companies encourage employee wellness and enable mobile productivity, without compromising security. Everyone’s happy — and healthy.

    Learn more about the present and future of wearables in the workplace and how you can take your health tracking to the next level. If you’re not currently an Android or Galaxy user, make sure to try Galaxy for Work on your current device today.

    *Galaxy AI features by Samsung will be provided for free until the end of 2025 on supported Samsung Galaxy devices.

  • How Narayanan Venkiteswaran Transformed AppDirect’s Commerce

    Narayanan Venkiteswaran

    In the fast-paced world of digital commerce, few innovations have been as transformative yet invisible as the revolution in subscription-based billing systems. At the heart of this quiet transformation stands Narayanan Venkiteswaran, whose work at AppDirect from 2013 onwards redefined how businesses handle digital commerce at scale.

    The Challenge of Modern Commerce
    “Most people don’t think about billing until it breaks,” Venkiteswaran once remarked with characteristic understatement. But in the complex ecosystem of digital commerce, billing systems are the foundation upon which billion-dollar businesses are built. When Venkiteswaran joined AppDirect in August 2013, he faced a monumental challenge: creating a billing system that could handle the weight of millions of digital subscriptions without faltering.

    Building the Unshakeable Foundation
    Under Venkiteswaran’s leadership, a team of 14 engineers spread across five time zones embarked on an ambitious journey to revolutionize AppDirect’s marketplace and commerce capabilities. The result was nothing short of extraordinary – a sophisticated marketplace billing system that would become the cornerstone of AppDirect’s meteoric rise.

    Think of it as reinventing the cash register for the digital age, but with complexities that would make traditional retail systems seem primitive by comparison. The team developed a system that could handle everything from Netflix-style subscriptions to intricate cloud services, supporting features that would transform how businesses operate in the digital sphere:

    • Volume discounts that automatically adjusted prices for bulk purchases

    • Metered billing systems that could track and charge based on actual usage

    • Soft bundles that allowed creative product combinations across currencies and continents

    • A revolutionary “Billing as a Service” platform that seamlessly integrated with global payment gateways

    From Vision to Reality
    The impact of Venkiteswaran’s innovations was immediate and profound. Within a few years, AppDirect’s reach exploded to encompass 20 million businesses worldwide, with a presence in over 150 countries. The platform’s user base grew by an astounding 200 percent, while application sales surged by more than 25 percent month over month.

    But perhaps most impressively, AppDirect’s paid business subscribers swelled to over one million – a nearly 300 percent year-over-year increase. The platform became the invisible backbone supporting approximately a quarter of all small businesses worldwide, attracting partnerships with industry giants like Comcast, Deutsche Telekom, Telstra, and AT&T.

    Accelerating FinTech
    Venkiteswaran’s work didn’t just solve immediate commerce challenges – it created a launchpad for future innovation. The robust commerce infrastructure developed by his team has had far-reaching implications for the FinTech industry. By simplifying the complexities of selling and managing technology subscriptions, AppDirect significantly lowered the barriers to entry for new FinTech startups.

    Today, AppDirect’s platform serves as a digital town square, connecting over 1,000 service providers with 10,000 advisors and 5 million subscribers. The platform’s success has attracted approximately $465 million in total equity investment, validating its position as a crucial player in the digital commerce ecosystem.

    Legacy of Innovation
    Venkiteswaran’s vision extended beyond mere technical solutions. By implementing reactive programming techniques and leading the migration of the checkout process to React, he ensured that AppDirect’s platform wasn’t just powerful – it was also agile and future-proof.

    “Every business is becoming a digital business,” Venkiteswaran observed, encapsulating the philosophy behind his innovations. “Our job is to make sure they can focus on what makes them special, not on whether their billing system can handle it.“

    This focus on enabling businesses to concentrate on their core competencies while providing robust, scalable commerce infrastructure has become Venkiteswaran’s lasting legacy at AppDirect. As the digital economy continues to evolve, the foundations he laid continue to support and enable the next generation of digital commerce innovations.

    Even after moving on to new challenges at LinkedIn, where he continues to innovate in subscription and billing systems with the launch of the company’s premier purchase management platform – Admin Center. Venkiteswaran’s work at AppDirect stands as a testament to the transformative power of visionary leadership in technical innovation. In the ever-evolving landscape of digital commerce, his contributions have not just solved today’s challenges – they’ve helped shape tomorrow’s possibilities.