Enterprise Transformation: Recent Episodes
Accenture
In this thrilling podcast series featuring senior Accenture executives and partners, we dive into the evolution of functional transformation across industries and organisations. From supply chains to customer service, we learn how new technology and enterprise transformation are reimagining organisations for opportunities and challenges for the future.
Produced by EI Studios, a custom division of Economist Impact.
In this episode, Manisha Tank is joined by Boo Beng Khoo, Managing Director and Chief Technology Advisor for Customer Sales and Service at Accenture, Southeast Asia, and Mun Yee Chan, Director of Digital Services at Singapore's Central Provident Fund Board (CPFB), a savings and pension scheme, to talk about the changing demands of digital services, the necessary adaptability of employees to navigate new ways of working, and how technological advances are enabling next-generation customer experiences.
Diving deep into the changing face of customer service, we discuss why old models miss out on large value creation opportunities and why service needs to be approached as a brand ethos, an opportunity to add value in a customer’s life, and a natural extension of a company’s expertise. Mun Yee further shares her journey of leading a digital transformation initiative at CPFB, employing tools like the shift to cloud, data analytics and artificial intelligence to personalise consumers' experiences.
We also explore key topics like adopting a new human-centric focus to customer service, how technology allows for high-value engagement at a larger scale, composable technologies, and upcoming innovations to get excited about.
Visit Enterprise Transformation, a podcast series that explores how new technology is enabling enterprise transformation and reimagining organisations to seize future opportunities: https://impact.economist.com/projects/enterprise-transformation/
In this episode, Manisha Tank is joined by Gaston Carrion, Managing Director and APAC Talent and Organisation Lead at Accenture, and Michelle Du Plessis, Vice-President of Global Human Resources Operations at BHP, one of the world’s largest natural resources companies, to talk about the impact of the Great Resignation, the evolution of HR technology stacks, and the benefits of deploying cutting-edge technology to back the HR function.
We discuss why organisations need to adopt new operating models, team structures, leadership, mindsets, behaviours, and ways of working to take advantage of digital transformation, and then reap those long-term rewards. Michelle shares the challenges of navigating an increasingly complex external post-pandemic environment, and how she led the charge in bringing together some 90 disparate HR systems into a single platform at BHP. We also explore key topics on the minds of C-suite leaders and employee experience managers, and the importance of a human- and customer-centric HR strategy.
Visit Enterprise Transformation, a podcast series that explores how new technology is enabling enterprise transformation and reimagining organisations to seize future opportunities: https://impact.economist.com/projects/enterprise-transformation/
In this episode, Manisha Tank is joined by Vivek Luthra, managing director and supply chain growth markets lead at Accenture, and Aadrin Azly, chief digital officer of Petronas, a Malaysian global energy company, to discuss how the supply chains sector responded to the pandemic, the current state of the industry, and look ahead to future challenges and opportunities.
We discuss why supply chains are now at the forefront of CEOs’ minds, the evolution of “nodes”—and the difference this makes to companies and consumers alike, and how technology is transforming how, and how supply chains are no longer a chain, but a network. Aadrin deep dives into the complexity and volume of the data generated by offshore logistics and how and why the Malaysian energy giant is leveraging the network effect to revolutionise the industry. And we get into both the climate challenge crisis and solutions and the talent crunch and opportunity.