Thank you. All right. So today I'm here to talk to you about a topic that has become increasingly important in the digital age. It is about building trust in digital transformations by engaging customers through a human centric approach. So what is digital transformation?It is an umbrella term for modernizing existing it systems and business processes. It can be a really powerful um tool for improving efficiencies and productivity and also customer experience but can also be a source of anxiety and confusion for customers if it is not implemented carefully.

So, building trust is in the critical path of success for digital transformations. And over the next uh 19 minutes, I will share a few examples of companies that have engaged their stakeholders through a human centric approach to build trust uh in the process of their digital transformation initiatives.

Before we get to the examples, what is a human centric approach? You may ask, it's an approach that puts the customer at the center of the design and implementation process. It involves taking steps to understand customer needs and expectations and designing digital solutions that would meet those needs in a way that is both intuitive um it's easy to use is compliant with any relevant regulatory requirements and is efficient. So an industry that has done a really good job of building trust through human subject approach is the financial industry, financial institutions. If you do online banking, like I do, um you would know that, you know, they have been early adopters actually in designing digital solutions that are relatively easy to use, they're secure, they're transparent. Um And most online banking platforms have features um not all of them, but they're kind of getting there in terms of biometric authentication. They do have fraud alerts, personal finance management tools and all of these are designed to make the customer experience safer, more convenient and much more personalized. That is the era we are developing.

We are getting into one example of a financial institution that has been at the forefront of embracing a human centric approach is the D BS Bank of Singapore. So D Bs Bank's Digital Transformation journey began in 2014 with the appointment of their new CEO at that time, Pus Gupta and it has been guided by a strong human centric approach that focuses on personalizing services for the customers. One of the key initiatives in their journey was the development of a uh of a mobile banking app that provides customers with a personalized and intuitive banking experience. That app features a range of innovative features. Once again, like we were saying earlier, biometric authentication is big in that industry. Now, voice recognition and also chat bots that provide customers with 24 7 support D BS Bank has done one more thing. They've taken an agile approach to product development. This allows them to quickly test and iterate new features that are based on customer feedback. So it's not a waterfall approach that they take and sort of develop. And at the end, the customer gets to see it's agile, they're constantly checking with the customer and building that feedback into their products. And they have also invested heavily in data analytics and machine learning to gain insights into customer behavior.

And this uh the combination of all these factors helped them personalize the banking experience. And as a result of its human centric approach, D BS Bank has received numerous accolades. One of the most prestigious ones is the world, world's best bank uh uh like ranking by a US based uh financial publication named Global Finance uh three times since 2018. So that's pretty good. Next, we would get to the manufacturing industry. So I think I went through a slide yeah, manufacturing industry in this industry, digital transformation is essential for improving efficiency, reducing costs and of course staying competitive. However, it can also be a source of concern for workers. You may know that traditionally in this industry, many times automation has come with fear that it will lead to job losses. One such company that has successfully navigated its challenge is the iconic or American iconic company General Electric. So G's digital transformation journey began in 2011 with the launch of the industrial internet, which is actually a network of sensors and data analytics tools that allowed GE to collect data from its machines on the shop floor and use that data to optimize performance and predict their maintenance needs.

You know, G's initial approach to digital transformation was not so people based was wasn't human centric was primarily focused on technology. But in 2017, they did shift gears and started focusing on a much more human centric approach to digital transformation with a program called Brilliant Manufacturing.

This is where digital transformation. Um The program uses data analytics and machine learning to optimize G G's manufacturing processes uh with a focus on improving the employee experience and the brilliant Factory is G's new take on manufacturing. It involves machines that are embedded with sensors, they're connected to the industrial internet. And if factory uses a software platform to stream that data over secure links into the cloud for analysis, those insights are then sent back to engineers and suggestions on how to improve operations.

So the divide between the factory and the lab disappears in this approach. And that allows for faster prototyping and commercialization of parts and the advanced use of analytics to identify and address inefficiencies in the manufacturing process with the focus of uh you know, various things but primarily reducing the work workload of employees and also in increasing, increasing the uh improving the quality of the products, it builds trust both with employees and with stakeholders.

And additionally, ge has implemented a range of digital tools and platforms that make it easier for employees to collaborate and share the information. Uh and, and that is a process that helps with improving communication and with reducing errors. And as a result of this human centric approach to digital Transformation G has not only seen significant improvements in their productivity and quality, they also seen a huge improvement in something any organization aspires for employee engagement and satisfaction. There's been a 40% reduction in absenteeism and a 20% increase in employee detention. Next we go to um to the telecom industry. The digital transformation is crucial for telecom companies to stay competitive and meet the changing needs of their customers. And the example I'd like to share today is uh a telecom company that has successfully undergone digital transformation by embracing a human centric approach. It's D mobile. Most of most of us are familiar with the name t-mobile. It's a wireless network operator that has transformed from a traditional telecom company to a digital first company that places a strong emphasis on human centric approach that is customer experience. Their digital transformation journey began about 10 years back with the appointment of their new CEO John Laguerre who set out to build a culture and are listening to employees and putting the customer first and shaking up the market with their signature on carrier moves.

I'll talk about that in more in a second. But under Leger's leadership, uh t-mobile launched a range of initiatives that aim to simplify the customer experience and improve the quality of its networks, these two cardinal um areas of focus. So one of the most disruptive disruptive initiatives in t-mobile Digital Journey is the un carrier movement which includes a range of programs and features that are designed to put the customers first. For example, t-mobile was the first wireless provider to eliminate those long term contracts and overage fees.

You know, those long term contracts that we are all got locked into, they are the ones to eliminate that and they give customers greater flexibility and control over their plans. And t-mobile has also invested heavily in building out its transformative five G network with the focus of providing fast and reliable coverage in the rural and underserved areas. We're talking digital equity here people. So this is really important. Additionally, t-mobile has launched a range of digital tools and platforms that make it easier for the customers to manage their accounts and receive support, including a mobile app and a customer support uh chatbot. As a result of this human centric approach to digital transformation and commitment to building the world's best and broad and deep nationwide five G network, t-mobile has seen a great rewards. They've seen great uh you know, growth and uh in their success journey. And a 2020 merger with Sprint has made them the third largest wireless carrier in the United States. Next we go to the airlines industry. So Delta's digital transformation journey began in 2014 with the launch of a Fly Delta app which allows customers to manage their travel experience from their mobile phones.

And the app includes features such as mobile check in boarding passes, real time, flight updates, providing customers with greater control and convenience, but most um airlines carriers do this now. So what's special about Delta? What's new at Delta? So Delta Force unveiled in, I believe that um in in Detroit security checkpoints as early as 20. Um So not as early in early 2021 the digital identity um experience which is an industry first and they did this with an exclusive partnership with TS A precheck experience is now expanding to Atlanta and very soon. Um Sure it will be nationwide. This offers customers a more efficient way to navigate the airport without showing any paper boarding pass or government ID actually have a close friend who just went through this. I have not experienced this yet, but this is a service where with just one look at the camera, customers who qualify and who opt in. So there's not for everyone. We have to opt in, they can easily and efficiently check a bag pass through the GS A security checkpoint. Uh and, and not show any paper or any other documentation still, isn't it? It would be very, very um uh streamlined the experience.

The other one that I want to talk about the digital transformation is literally stunning. They're testing it now. It calls a parallel reality screen which allows up to 100 customers to see their personalized flight information on one digital screen simultaneously. Sounds a little like, you know, science fiction, doesn't it? Um this is actually being tested and also only for customers who opt into the process, but it is meant to create a more streamlined and personalized airport experience for customers allowing them to navigate the airport with much more ease and eliminate the need to search for specific flights.

You know, if you're in the airport, you're looking at all these displays so many flights. Where is mine? How far away did the gate change? All these anxieties reduced with the screen? Because this is a proprietary multi view pixel technology you're seeing on your screen here.

Uh Just uh you know, this lady is looking at it and saying welcome to Paris and, and similarly, you know, I if two, if I and my colleague um look at the same screen, I would see something like hello and you your flight, you know, uh DL whatever 2000 to Indianapolis boards in 33 gate a 6 16 minute walk, proceed to terminal terminal m making these things up.

But standing next to me my colleague, Sarah might see. Hello, Sarah, your flights uh flight to Delta ODL uh 1240 to Detroit boards in 47 minutes. And you are at gate uh you know, B 10, it's a 25 minute walk. You proceed to terminal S Yeah, this is actually happening. They're testing it right. Right now. So the question is Delta Airlines is already the most profitable US carrier with the best on time record. So why are they investing in so many advanced digital transformation? Right?

Because this company is looking far beyond the typical metrics and they're planning this ambitious project with the latest technologies because their ambition is to put the customer at the center of elevated flight experiences in the future, better and more seamless flight experiences.

And they're doing a deep dive into understanding, proactively, understanding what the likes and dislikes and the preferences of the customers are and in this way, they are building trust because in the words of Delta Airlines, CEO at Bastian, we are looking to create a totally trusted and loved consumer brand in our customers mind, something which the airlines industry is historically not known for still in it.

Um Next industry example is um the human services industry. So 30% of the world's stored data is generated in health care. Yet many organizations lack the experience and the tools to realize the full potential of available information that is are actually available in both structured and unstructured formats, healthcare costs are continuously on the rise yet it seems like the it's fragmented care.

We don't have a proper um bridge between the continuum of physical health, mental health pharmacy benefits all of that, right. So Optum is a healthcare services and innovations company that is, that operates across the healthcare Indust industry, leading the charge and changing that.

They have a proprietary data and analytics platform called Optim IQ that uses three things curating data from across the healthcare system, applying their expertise. Um Optim actually has a very unique experience across the health system working with providers, health plans, uh employers, government agencies, life sciences organizations.

So they're using that expertise and they're also using comprehensive analytics that then transform the data into insights based on a meaningful platform but meaningful patterns um in consumer behavior and also help us manage our uh healthcare quality and, and health outcomes.

Um So, Optim has seen a significant growth in um and, and they're very successful as a company. They also have, they're clearly recognized as a market leader in healthcare and intelligence. The last industry that I'd love to talk about is my own A K government. So governments around the world are increasingly adopting digital solutions to improve service delivery and efficiencies. Um And there are increasingly higher demands for government as a service. So uh I'm I'm gonna assume that several of you in the audience today have heard of infrastructure as a service platform as a service, of course, software as a service. And now the big um buzzword is government as a service, our constituents are expecting more from government.

The graph you see on the screen is a result of a recent study done by Deloitte consulting that surveyed 800 government officials globally across eight countries. And they found that before the pandemic, government agencies are primarily at the lower two levels of maturity that you're saying that is beginning digital or doing digital. And which means that, you know, they've been leveraging digital technologies to enhance their capabilities, but they're still largely relying on legacy operating models. COVID-19 changed that COVID-19 propelled many governments to um to the next two stages of digital that you're seeing on the screen that is becoming digital and then ultimately the highest level of maturity which is being digital. And when government organizations actually reach that highest maturity level that is being digital, it would mean that we government agencies would be able to embrace the latest technologies. You know, you hear about artificial intelligence, Jack GP T has taken the world by storm machine learning, virtual reality Blockchain um like moving to the cloud and in instead of on premise data centers, all of these would ultimately lead to providing, providing personalized services that are tailored to the individual constituent needs your interest and and individual circum circumstances and um not have the uh it it would have the frictionless experience in other words, right, which is about accessing a bunch of a variety of government provided services without frustrating barriers.

Um So it would mean that government agencies would now be able to also provide omni channel strategies. What does that mean? Meaning a seamless experience across multiple channels, whether you contact us by phone or in person or web or mobile, it should account for all of them should be the same experience. This would also account for low internet bandwidth that some areas have, especially some underserved areas.

This would this would work across different levels of digital literacy because we know especially some seniors uh are not as digital literate uh literate, but they are also our constituents who would take care of accessibility gaps. Um So being digital would be about availability of universal uh digital identity that would then open the door to what we call seamless citizen experience. And this would actually uh and have to say, enable dramatic leaps in service quality. But the journey to being digital at the highest level of maturity is a long and hard one, but it is the first step is not one of technology. Rather. The first step is about identifying opportunities to better address our constituents needs. And the second one is about evaluating existing solution. And the third step is to deploy sophisticated technologies to create newer and better ways of delivering services to our state citizens. So in conclusion, digital transformation is uh is essential for business to remain competitive with the changing needs of the customers. But building trust with our stakeholders is critical for the success of these transformations and in a technology driven world, we should never lose sight of the human element, right? Um So trust is the ultimate currency of customer loyalty.

And um customer loyalty is um the result of a positive relationship between us and our customers. So build trust before building systems, I enjoyed the opportunity to speak to you and share my perspective. My uh contact information is on the screen. Find me on linkedin, ask me questions.

I will welcome back. Thank you for your time today and I'll see if I can have time to take any questions, if not, just like I said, contact me on linkedin. Thank you again.