乌鸦传媒 Australia 乌鸦传媒 Thu, 30 Oct 2025 05:56:21 +0000 en-US hourly 1 https://wordpress.org/?v=6.8.3 /au-en/wp-content/uploads/sites/10/2025/10/cropped-乌鸦传媒_spade.png?w=32 乌鸦传媒 Australia 32 32 192804621 From prototypes to production: Is vibe coding ready? /au-en/insights/expert-perspectives/from-prototypes-to-production-is-vibe-coding-ready/ /au-en/insights/expert-perspectives/from-prototypes-to-production-is-vibe-coding-ready/#respond Wed, 29 Oct 2025 05:52:02 +0000 /au-en/?p=547824&preview=true&preview_id=547824 Explore vibe coding and its impact on production. Understand the balance between speed and quality in software development.

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From prototypes to production: Is vibe coding ready?

Jonathan Kirk, Data Scientist, I&D Insight Generation, 乌鸦传媒鈥檚 乌鸦传媒 & Data
Jonathan Aston
Oct 29, 2025

Vibe coding refers to the practice of using natural language prompts to generate code, enabling anyone to move from idea to implementation with unprecedented speed.

While the promise of faster prototyping and shorter production cycles is compelling, the potential risks and drawbacks are equally significant. Trust, transparency, and control become harder to guarantee when humans no longer write or fully review code. Ensuring code is robust, reliable, scalable, and secure enough for production is another important consideration.

These concerns raise a critical question: can vibe-coding be trusted for full-scale software production?

From prototyping to production

Prototyping requires quick action to determine whether an idea is valuable. Whereas production involves a series of steps that include testing, infrastructure management, safe deployment strategy, monitoring, and more. Though AI can accelerate some steps, production ultimately depends on people and processes, not just technology.

Vibe coding often falls short in production due to AI鈥檚 lack of contextual understanding that human developers bring to their work. In situations where a human would instinctively avoid risk, like or , AI tools, in contrast, may act unpredictably. Such incidents highlight the critical need for oversight and guardrails when working with autonomous systems. Without them, even well-intentioned AI systems can introduce serious vulnerabilities.

So we ask the questions, is there a difference between testing human-generated code and AI- generated code?

When AI rewrites itself

Software development has long relied on static codebases where code is written, tested, and subsequently deployed, remaining unchanged unless a developer manually updates and redeploys it. Now, some vibe coding tools are introducing dynamic codebases capable of autonomously rewriting and redeploying code based on new inputs or evolving interpretations of their goals. This shift challenges foundational practices like and .

If the code can change itself, who reviews it and when? Can we trust automated systems that write and rewrite their own code to validate their own logic, especially as changes occur outside of human oversight?

We’ve previously explored the importance of purpose and intent in autonomous systems, as well as how these shape emergent behavior. When a codebase becomes dynamic, it鈥檚 the AI鈥檚 interpretation of the system鈥檚 purpose and intent that drives decision-making. Resulting behaviors may evolve with time, and the trajectory of their evolution depends entirely on how well the original intent was defined.

Do we need more robust testing to not only test what the code can do today but also what it might be capable of being reprogrammed to do in the future?

Building confidence in autonomous and agentic systems

These questions around trust, oversight, and responsible evolution aren鈥檛 just unique to vibe coding, they鈥檙e central to a broader conversation about autonomous and agentic systems. As AI tools begin to operate with more independence, the challenge shifts from simply verifying outputs to understanding how and with what intent decisions are made.

Our whitepaper, Confidence in autonomous and agentic systems, outlines several critical dimensions for operating multi-agent systems and testing in this new landscape, including:

  • Desired emergent behavior
  • Purpose and intent clarity
  • Effective communication protocols
  • Humility in decision-making models

Throughout the white paper, we explore the transformative potential of autonomous and agentic systems, as well as the new challenges they present. Autonomous systems, of which many are being made using vibe coding, present significant opportunities across industries. But without the right technical, ethical, and organizational considerations in place, businesses can fail to successfully access these opportunities, or worse, cause true harm to their solutions, infrastructure, and customers.

Evolving with intent

While vibe coding does offer undeniable advantages in terms of prototyping, speed isn鈥檛 all that software developers should keep in mind. When it comes to production, the stakes are much higher. Code must be robust, secure, and aligned with long-term intent. Without clear oversight and thoughtful integration, dynamic code bases risk introducing instability into systems that demand reliability.

Are we pushing the user acceptance testing of emergent behaviors from AI systems onto the users themselves in production?

The dimensions outlined in Confidence in autonomous and agentic systems provide developers with a framework for evaluating whether vibe coding tools are ready for more than just prototyping. Trust in production demands alignment, oversight, and a holistic understanding of a given system, and our whitepaper provides you with a framework for getting there. Though vibe coding may be ready for prototyping, whether it鈥檚 ready for production depends entirely on how well we prepare the systems, and ourselves, for what will come in the future.

AI Futures Lab We are the AI Futures Lab – expert partners that help you confidently visualize and pursue a better, sustainable, and trusted AI-enabled future. We do this by understanding, preempting, and harnessing emerging trends and technologies. Ultimately, making possible trustworthy and reliable AI that triggers your imagination, enhances your productivity, and increases your efficiency. We will support you with the business challenges you know about and the emerging ones you will need to know to succeed in the future. Build your AI advantage, layer by layer. Backed by extensive research and collaboration, we鈥檙e best placed to help you navigate the AI landscape and establish AI solutions that herald a step change in how we can solve business problems, holistically. Engage with us 鈥 let us surprise you with our visionary mix of what鈥檚 to come.

Meet the author

Jonathan Kirk, Data Scientist, I&D Insight Generation, 乌鸦传媒鈥檚 乌鸦传媒 & Data

Jonathan Aston

Data Scientist, AI Lab, 乌鸦传媒 Invent
Jonathan Aston specialized in behavioral ecology before transitioning to a career in data science. He has been actively engaged in the fields of data science and artificial intelligence (AI) since the mid-2010s. Jonathan possesses extensive experience in both the public and private sectors, where he has successfully delivered solutions to address critical business challenges. His expertise encompasses a range of well-known and custom statistical, AI, and machine learning techniques.

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    A Nobel Prize for the Planet: Metal-Organic Frameworks, Quantum Computing, and the Future of Materials Design /au-en/insights/expert-perspectives/a-nobel-prize-for-the-planet-metal-organic-frameworks-quantum-computing-and-the-future-of-materials-design/ /au-en/insights/expert-perspectives/a-nobel-prize-for-the-planet-metal-organic-frameworks-quantum-computing-and-the-future-of-materials-design/#respond Tue, 28 Oct 2025 05:52:04 +0000 /au-en/?p=547826&preview=true&preview_id=547826 Explore the future of materials with quantum breakthroughs. Discover how metal-organic frameworks are reshaping industries.

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    A Nobel Prize for the Planet: Metal-Organic Frameworks, Quantum Computing, and the Future of Materials Design

    Phalgun Lolur
    Oct 28, 2025

    The world鈥檚 most pressing challenges include clean energy, water security, pollution control, and sustainable manufacturing. Meeting these challenges requires new materials with properties that were once the stuff of science fiction.

    In 2025, the Nobel Prize in Chemistry recognized a breakthrough that is reshaping how we design and deploy such materials ( ). The development of metal-organic frameworks, or MOFs, is not just a scientific curiosity. MOFs are a platform for innovation across industries. They have the potential to transform the way we approach materials design.

    The Nobel Prize Story: Metal-Organic Frameworks (MOFs)

    This year鈥檚 Nobel Prize in Chemistry was awarded to Susumu Kitagawa, Richard Robson, and Omar Yaghi for their pioneering work on MOFs. These crystalline materials are built from metal ions connected by organic molecules. The result is a vast and tuneable network of molecular 鈥渞ooms.鈥 The genius of MOFs lies in their modularity. By swapping out building blocks, scientists can create materials with tailored properties for a wide range of applications.

    MOFs have already demonstrated their value in areas as diverse as water harvesting from desert air, the removal of persistent pollutants from water, hydrogen and methane storage, catalysis, drug delivery, and the stabilization of sensitive electronic components. Their ability to selectively trap, store, or transform molecules makes them a game-changer for industries that need sustainable and high-performance solutions.

    Heiner Linke, Chair of the Nobel Committee for Chemistry, said, 鈥淢etal-organic frameworks have enormous potential, bringing previously unforeseen opportunities for custom-made materials with new functions.鈥

    鈥淭he Nobel recognition for metal organic frameworks is more than a scientific milestone. It is a blueprint for action. By combining high performance computing with quantum ready methods, we can screen and refine MOF candidates with greater confidence today. We can unlock even higher fidelity predictions as quantum hardware matures.鈥

    Julian van Velzen, CTIO and Head of 乌鸦传媒鈥檚 Quantum Lab

    Beyond the Lab: The Versatility of MOFs

    What sets MOFs apart is their extraordinary versatility. Here are some highlights from recent research and industrial trials:

    • Water Harvesting: MOFs can extract potable water from desert air. This offers hope for water-scarce regions.
    • Pollution Control: Certain MOFs can remove 鈥渇orever chemicals鈥 (PFAS) and pharmaceutical residues from water. Some can break down toxic gases.
    • Energy Storage: MOFs are being explored for storing hydrogen and methane. This enables safer and more efficient fuel systems.
    • Catalysis: Their tunable cavities allow MOFs to act as highly selective catalysts. This accelerates chemical reactions for cleaner manufacturing.
    • Gas Separation and Sensing: MOFs can separate industrial gases. They can capture rare earth elements from waste streams. They also serve as sensitive detectors for environmental monitoring.
    • Healthcare and Life Sciences: MOFs are being developed for targeted drug delivery. They are also used as platforms for diagnostics.

    The modular nature of MOFs means that the same design principles can be adapted to solve problems across sectors. These sectors include clean technology, pharmaceuticals, electronics, and food safety.

    乌鸦传媒鈥檚 Workflow: Accelerating Materials Innovation

    Turning the promise of MOFs into real-world solutions requires more than scientific insight. It demands robust and scalable workflows that bridge the gap between discovery and deployment. At 乌鸦传媒, we have developed a workflow that brings together the best of classical computational modelling, machine learning, and quantum-centric approaches. This accelerates materials design.

    Key elements of our workflow:

    • High-Throughput Screening: We aim to use cheminformatics and AI to rapidly evaluate thousands of MOF candidates. This helps us identify those with the most promising properties for a given application.
    • Hybrid Computational Methods: We combine classical simulations with quantum-ready algorithms. This enables us to model complex materials with greater accuracy and efficiency.
    • Modular, Scalable Design: Our workflow is designed to be adaptable. Whether the goal is water purification, energy storage, or advanced catalysis, the same pipeline can be tuned to different industrial needs.
    • Collaboration and Validation: We work closely with industry partners and use feedback from real-world trials. This ensures that our predictions translate into practical and scalable solutions.

    This approach is already being applied in collaborative projects with global leaders in energy, manufacturing, and technology. It is supported by initiatives such as DARPA鈥檚 ARC/IMPAQT program (/news/press-releases/capgemini-announces-new-project-with-the-defense-advanced-research-projects-agency-on-quantum-computing-for-energy-transition/). By enabling rapid, data-driven selection and validation of advanced materials, the workflow helps manufacturers reduce waste, optimize resource use, and accelerate the adoption of more energy efficient processes. As a result, it is a key enabler for more sustainable manufacturing practices across industries.

    鈥淓ngineering more sustainable products and materials is a business imperative for many of our clients cross industry, as they have to meet regulation, customer needs as well as reacting to supply disruptions and material scarcity. Metal-organic frameworks are a powerful example of how advanced materials can address challenges from clean water to energy storage and environmental emission control. By combining digital workflows, data-driven insights, core engineering and ecosystem collaboration, we are helping organizations accelerate the adoption of sustainable practices and turn scientific breakthroughs into real-world impact.鈥

    Dorothea Pohlmann, CTO Sustainability, 乌鸦传媒

    Quantum Computing: The Next Leap in Materials Discovery

    Quantum computing is poised to revolutionize how we design materials. While today鈥檚 quantum hardware is still evolving, its potential to simulate complex molecular systems with unprecedented fidelity is clear. This momentum is reflected across the scientific and technology landscape. The 2025 Nobel Prize in Physics was awarded for discoveries that brought quantum effects into practical electronics, laying the foundation for today鈥檚 quantum technologies ( ). The United Nations has declared this is the International Year of Quantum Science and Technology. TIME magazine also recognized three quantum breakthroughs among its Best Inventions of 2025, including advances in quantum navigation, room-temperature microprocessors, and next-generation chips from industry leaders. The focus is rapidly shifting from theory to real-world impact, and the race to practical quantum computing is accelerating across industries.

    乌鸦传媒鈥檚 workflow is fully deployable today using existing classical high-performance computing resources. Organisations can already benefit from advanced materials screening and design with our current platform. As quantum hardware matures, we are ready to seamlessly integrate quantum algorithms into the same workflow. This approach ensures that every organisation can access state-of-the-art materials innovation now, while staying prepared to harness the next generation of quantum-powered capabilities as they become available.

    By integrating quantum computing into our materials design pipeline, we can:

    • Explore larger and more complex chemical spaces.
    • Achieve higher accuracy in predicting material properties.
    • Reduce the time and cost from concept to deployment.

    This positions 乌鸦传媒 and its partners to lead in the next era of materials science. Digital and quantum technologies will work together to drive progress.

    Looking Ahead: From Nobel Science to Industrial Impact

    The Nobel Prize for MOFs is a testament to the power of materials innovation. The real story is just beginning. By combining modular materials like MOFs with advanced computational workflows and quantum computing, we are opening new frontiers in industrial design, sustainability, and performance. These digital-first approaches not only speed up innovation but also support more sustainable manufacturing by minimizing trial-and-error, reducing material waste, and enabling smarter, cleaner production methods.

    乌鸦传媒 invites partners across sectors to join us in this journey. From ideation to implementation, from digital simulation to real-world deployment, we can turn Nobel-winning science into solutions that shape a better and more sustainable future for all.

    Meet the author

    Phalgun Lolur

    Phalgun Lolur

    Scientific Quantum Development Lead
    Phalgun leads the 乌鸦传媒 team on projects in the intersection of chemistry, physics, materials science, data science, and quantum computing. He is endorsed by the Royal Society for his background in theoretical and computational chemistry, quantum mechanics and quantum computing. He is particularly interested in integrating quantum computing solutions with existing methodologies and developing workflows to solve some of the biggest challenges faced by the life sciences sector. He has led and delivered several projects with partners across government, academia, and industries in the domains of quantum simulations, optimization, and machine learning over the past 15 years.

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      Adaptive Experiences: HMU and the hyper-personalization revolution /au-en/insights/expert-perspectives/adaptive-experiences-hmu-and-the-hyper-personalization-revolution/ /au-en/insights/expert-perspectives/adaptive-experiences-hmu-and-the-hyper-personalization-revolution/#respond Sun, 26 Oct 2025 18:50:56 +0000 /au-en/?p=547668&preview=true&preview_id=547668 Discover how hyper-personalized experiences redefine user interaction and improve customer satisfaction in technology.

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      Adaptive Experiences: HMU and the hyper-personalization revolution

      Michelle Lim
      Oct 20, 2025

      Customers are more demanding than ever. Human-machine understanding will help deliver hyper-personalized experiences to help your business stand out.

      A great user experience (UX) is critical to the success of technology. However great the potential of hardware and software, a poorly designed UX will curtail its usefulness. In an age of hyper-personalization, the focus on UX will be even more central, and that鈥檚 where human-machine understanding (HMU) plays an enabling role.

      Hyper-personalization uses real-time data, artificial intelligence (AI), and machine learning to deliver highly tailored customer experiences. These data-led innovations are helping technology companies and big-name businesses to boost user experiences.

      Think, for example, of the preponderance of devices, from phones and smart watches to rings and associated applications that continuously monitor our health to deliver tailored well-being advice proactively. Some modern wearables can even detect subtle signs of illness early or identify critical health events like loss of pulse. Then think of that understand your financial situation and requirements, suggesting personalized products, including loans, mortgages, and investments.

      These pioneering developments provide adaptive experiences tailored to users鈥 unique needs and preferences. Yet we are only witnessing the start of the hyper-personalization revolution. The next stage will see businesses harness HMU to gain deeper insights into customer requirements and develop technology that interacts meaningfully.

      Going one step further

      Gen AI tools are already helping pioneering companies personalize interactions at scale. From enabling marketers to create tailored content for customers to developing AI-powered chatbots that understand queries and offer solutions, more organizations are using Gen AI to create tailored experiences. Chatbot adoption for customer support has risen dramatically 鈥 from 36% in 2023 to 43% in 2024, reflecting this growing trend.

      However, going one step further and creating systems that can adapt to user preferences and their changing mental states and situations can help set a product or service apart from the rest. With HMU, companies can embrace these adaptations and develop deeper experiences that boost customer engagement and loyalty.

      Just as a skilled entertainer observes their audience to gauge reactions and adapt their performance in real time, an HMU-enabled system can interpret user responses and adjust accordingly, delivering interactions that feel more intuitive, relevant, and human.

      These developments can span everything from modelling individual preferences during an interaction to inferring internal states, such as attention, mood, or engagement, that influence what users take away from an experience. An HMU-enabled system can interpret these responses and adjust accordingly to deliver intuitive responses.

      The consumer sector offers the most visible example of people and technology working together to create hyper-personalized user experiences. Let鈥檚 find out more.

      Unlocking personalization: Lessons from the consumer sector

      Advances in large language model-powered tools are supporting the shift to more personalized experiences. Evidence suggests almost 25% of consumers now use generative AI for shopping[1]. These AI-enabled developments are changing how humans and machines collaborate and influence each other鈥檚 decisions and actions.

      Leading consumer applications demonstrate how understanding user interactions 鈥 from movements to expressions to behavior patterns 鈥 creates more natural experiences. This is evident in modern gaming experiences that respond to player emotions, theme park attractions that adapt to visitor reactions, and mental health apps that adjust their support based on user behavior patterns.

      Other emerging technologies, such as virtual and mixed reality, are also being used to develop new customer experiences. Vision-based multimodal interfaces enhance context awareness, allowing systems to understand deeper levels of user intent. From virtual try-ons in retail environments to health apps that offer support based on user behavior, integrating data and technology with human interactions helps firms develop innovative and rich user experiences.

      However, building user trust through transparent AI-enabled products and services and maintaining smooth customer experiences remains a delicate balance. Consumer businesses must maintain core functionality while focusing on sophisticated engineering techniques and user-centered design that delivers hyper-personalization

      Achieving this balance is tough because the consumer sector’s technical requirements change constantly. Yesterday’s cutting-edge feature is today’s expectation. HMU-enabled solutions must be agile, adaptable, and capable of incorporating new customer interaction methods as they emerge.

      What hyper-personalization means for your business

      A new generation of applications is emerging. Whether it’s a travel service providing dynamic recommendations that or social listening tools anticipating needs across multiple platforms, these AI-enabled systems are increasingly capable of understanding deeper levels of human intent and context.

      Adaptive experiences will be the key differentiator in competitive markets. Whatever sector of operation, your business can鈥檛 afford to leave its customers behind. Creating systems capable of adapting not only to user preferences but also to their changing mental states and situations can set your product apart from competitors. The human/machine relationship needs to be at the heart of the user experience. With HMU, products can move beyond basic personalization to create dynamic, adaptive experiences that drive deeper engagement and loyalty, becoming indispensable to their users. Embrace HMU and get ahead in the age of hyper-personalization


      [1] 乌鸦传媒 Research Institute. 鈥淲hat matters to today鈥檚 consumer: 2025 consumer behavior tracker for the consumer product and retail industries鈥. 2025

      Meet the authors

      Michelle Lim

      Michelle Lim

      Principal Behavioral Scientist, Cambridge Consultants part of 乌鸦传媒 Invent
      Michelle is a behavioral scientist specializing in the intersection of psychology, AI and digital systems. She applies an evidence-driven and technology-centric approach to understanding and influencing human behavior. She works with companies to use technology to create engagement and delight, within applications in a wide range of sectors.

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        From ambition to impact: How agentic AI and data foundations are transforming public services /au-en/insights/expert-perspectives/from-ambition-to-impact-how-agentic-ai-and-data-foundations-are-transforming-public-services/ /au-en/insights/expert-perspectives/from-ambition-to-impact-how-agentic-ai-and-data-foundations-are-transforming-public-services/#respond Thu, 23 Oct 2025 18:19:11 +0000 /au-en/?p=547378&preview=true&preview_id=547378 Discover how agentic AI and robust data foundations are revolutionizing public services, driving real-world impact from bold ambitions to measurable outcomes.

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        From ambition to impact: How agentic AI and data foundations are transforming public services

        Jon Harriman
        23 Oct 2025

        In today鈥檚 evolving public sector landscape, the demand for efficient, transparent, and citizen-centric services has never been greater.

        As per 乌鸦传媒 Research Institute鈥檚 recent report 鈥 鈥64% of public sector organizations are already exploring or actively working on Generative AI initiatives, with 90% planning to explore, pilot, or implement agentic AI within the next 2鈥3 years.鈥 The partnership between 乌鸦传媒 and ServiceNow offers a powerful response to this challenge – combining cutting-edge technology with deep transformation expertise to reimagine how public services are delivered and experienced.

        This blog explores how agentic artificial intelligence (AI) is reshaping both employee and citizen experiences, and why 乌鸦传媒 and ServiceNow are uniquely positioned to lead this transformation.

        Introducing Agentic AI: From Reactive to Proactive

        Unlike traditional AI, which responds to prompts, agentic AI takes initiative. Only 21% of public sector organizations have moved to pilots or actual deployment of Gen AI, and just 6% have put Gen AI into production – highlighting the gap between ambition and execution. Agentic AI can plan, decide, and act autonomously to achieve goals – without needing step-by-step instructions. In a public sector context, this means:

        • Proactive Service Delivery: Identifying issues before they escalate and resolving them autonomously.
        • Autonomous Task Management: Coordinating multi-step workflows across departments.
        • Enhanced Decision-Making: Synthesizing data to support faster, more informed actions.
        • Human-Centric Design: Freeing employees from repetitive tasks so they can focus on meaningful work.

        Empowering Public Sector Employees

        乌鸦传媒 and ServiceNow are helping public sector organisations create intelligent, efficient, and engaging employee experiences:

        • Automating Routine Tasks: ServiceNow鈥檚 AI automates repetitive processes; 乌鸦传媒 tailors these to maximise impact.
        • Predictive Analytics: ServiceNow predicts incidents; 乌鸦传媒 helps interpret and act on the data.
        • Personalized Support: ServiceNow delivers tailored experiences; 乌鸦传媒 ensures they are intuitive and inclusive.
        • Continuous Improvement: ServiceNow gathers feedback; 乌鸦传媒 drives adoption and iteration.

        Together, they enable public sector teams to work smarter, not harder – boosting engagement, reducing attrition, and improving service delivery. Less than 25% of public sector organizations report high maturity in any aspect of data readiness, including infrastructure, skills, and governance.

        Elevating the Citizen Experience

        Agentic AI isn鈥檛 just transforming internal operations – it鈥檚 revolutionising how citizens interact with public services. Here are some of the most impactful use cases:

        • Healthcare Access: AI agents can schedule GP appointments, send reminders, and triage symptoms – reducing wait times, no-shows and improving outcomes.
        • Tax and Benefits Support: AI can resolve tax queries, track welfare applications, and proactively update citizens for better engagement and faster resolutions.
        • Local Services: From reporting potholes to graffiti removal, agentic AI can log, route, and track issues across departments – ensuring faster resolution and better community relations.
        • Permit and Licence Management: AI can guide citizens through applications for parking permits, business licences, or event permissions – ensuring compliance and ease.
        • Education and School Services: Parents can apply for school places, track transport eligibility, or manage special education needs – all through AI-guided workflows.
        • Public Safety and Crisis Response: AI can coordinate emergency logistics, notify citizens, and track resource deployment in real time.

        These capabilities not only improve satisfaction but also build trust in public institutions. Only 25% of citizens are satisfied with customer service from government agencies – Gen AI-powered virtual assistants can help bridge this gap.

        Looking Ahead: The Future of Public Sector AI

        As AI continues to evolve, agentic AI will play a pivotal role in shaping adaptive, intelligent, and human-centric public services. 乌鸦传媒 and ServiceNow are at the forefront of this shift – empowering organisations to deliver experiences that are not only efficient but also empathetic and inclusive.

        By embracing agentic AI, public sector organisations can unlock new levels of autonomy, innovation, and impact – while keeping humans in the loop to provide oversight, context, and judgement – ensuring both their people and their citizens are equipped to thrive in the digital age. 67% of public sector organizations are falling behind in their efforts to build data mastery – highlighting the urgency to invest in foundational capabilities.

        Real-World Impact: Case Studies
        • Healthcare: A Healthcare trust is working with ServiceNow and 乌鸦传媒 to enhance HR service delivery. By automating routine HR tasks and providing personalised support, the hospital improved engagement, reduced turnover, and enabled staff to focus on patient care. The UK NHS is rolling out an AI tool that predicts patient falls with 97% accuracy, potentially preventing 2,000 hospital admissions daily and saving 拢2 billion annually.
        • Local Government: A council used ServiceNow鈥檚 AI to automate IT service management. With 乌鸦传媒鈥檚 support, the council reduced incident resolution times by 40%, improved employee satisfaction, and achieved significant cost savings.
        • Defence Sector: By leveraging the ServiceNow platform, the defence sector is building a centralised Service Management layer that unifies HR, Finance, and Commercial functions. With an intuitive, consumer-grade user experience and a single shared services model, departments can work seamlessly together. Orchestration and AI capabilities add further value, streamlining complex processes and enabling faster, smarter decision-making to strengthen resilience and operational efficiency.

        Author

        Jon Harriman

        Jon Harriman

        Group Offer Lead – People Experience
        Jon is a renowned expert in employee experience, leveraging his role as the People Experience Group Offer Leader at 乌鸦传媒 to drive organizational success through people-centric approaches. With an extensive and diverse background encompassing roles in portfolio and offer development, pre-sales, solutioning, and delivery, coupled with a fervor for transforming how companies cultivate their workforce, Jon is committed to empowering organizations to establish engaging environments for their employees.

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          Cybersecurity as a catalyst for the future /au-en/insights/expert-perspectives/cybersecurity-as-a-catalyst-for-the-future/ /au-en/insights/expert-perspectives/cybersecurity-as-a-catalyst-for-the-future/#respond Wed, 22 Oct 2025 11:13:37 +0000 /au-en/?p=547439&preview=true&preview_id=547439 乌鸦传媒鈥檚 leadership in the ISG Provider Lens鈩 for Cybersecurity Solutions and Services 2025听report reflects our commitment to future-ready, AI-powered security strategies.

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          Cybersecurity as a catalyst for the future

          Marco Pereira
          Oct 22, 2025

          乌鸦传媒鈥檚 leadership in the ISG Provider Lens鈩 for Cybersecurity Solutions and Services 2025 report reflects our commitment to future-ready, AI-powered security strategies.

          The future of business is being reimagined 鈥 by AI, by cloud, by connected ecosystems. In this fast-shifting landscape, cybersecurity is no longer a reactive function. It is a proactive force 鈥 the foundation of trust, resilience, and competitive advantage.

          At 乌鸦传媒, we鈥檙e proud to be named a Leader in the ISG Provider Lens鈩 for Cybersecurity Solutions and Services 2025 report for the fifth consecutive year, across multiple geographies and domains. This recognition is more than a badge of honor 鈥 it鈥檚 a reflection of our unwavering commitment to clients, our continued innovation, and our belief that security is a strategic advantage.

          The cyber landscape is evolving 鈥 so are we

          Today鈥檚 threats are dynamic, persistent, and increasingly AI-driven. Attackers are exploiting supply chains, targeting identity as the new perimeter, and using automation to scale their impact. Traditional defenses are no longer sufficient. We鈥檝e evolved our cybersecurity portfolio to meet the scale, complexity, and urgency of today鈥檚 business demands. Here鈥檚 what sets us apart:

          • AI-powered and zero trust by design: We build intelligence-led, risk-adaptive architectures that protect your business wherever it operates 鈥 across users, apps, data, and infrastructure.
          • Quantum-ready: From post-quantum cryptography to crypto-agility assessments, we鈥檙e helping businesses future-proof their most critical assets.
          • Industry-deep and globally scaled: With vertical expertise and global cyber defense centers in key regions, we blend local insight with global reach.
          • Innovation at the core: Our investment in cyber innovation labs, experience centers, and immersive training ensures clients are always one step ahead.
          • Proven expertise: The testimonials from our clients, who see us not just as a provider, but as a strategic security partner.

          Our client partnerships go beyond implementation. We co-create secure pathways for modernization 鈥 whether that means enabling 5G-connected devices, securing AI-powered operations, or embedding zero trust into critical public infrastructure.

          Cybersecurity with purpose

          We鈥檙e not just building defenses 鈥 we鈥檙e enabling resilient, future-ready enterprises. Our cybersecurity strategy is deeply aligned with our purpose: to help our clients get the future they want. This recognition belongs to our clients, who challenge us to innovate every day. And to our global teams 鈥 architects, threat hunters, incident responders, and advisors 鈥 whose passion and expertise drive our success.

          Looking ahead

          As we enter an era shaped by AI, quantum computing, and hyperconnectivity, 乌鸦传媒 will continue to lead from the front. We鈥檙e investing in what鈥檚 next 鈥 so our clients can transform securely, responsibly, and sustainably. Organizations that are embedding cyber resilience into their business DNA are not just reducing risk 鈥 they are unlocking value.

          If you鈥檙e rethinking your cybersecurity strategy or planning your next digital leap, we鈥檙e here to help you lead with confidence.

          Click here to know what ISG thinks our strengths are, and why they have rated us as a Leader in their 2025 Provider Lens鈩 report on cybersecurity solutions and services.

          About the author

          Marco Pereira

          Marco Pereira

          Executive Vice President, Global Head of Cybersecurity
          Marco is an industry-recognized cybersecurity thought leader and strategist with over 25 years of leadership and hands-on experience. He has a proven track record of successfully implementing highly complex, large-scale IT transformation projects. Known for his visionary approach, Marco has been instrumental in shaping and executing numerous strategic cybersecurity initiatives. Marco holds a master鈥檚 degree in information systems and computer engineering, as well as a Master of Business Administration (MBA). His unique blend of technical expertise and business acumen enables him to bridge the gap between technology and strategy, driving innovation and achieving organizational goals.

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            Leading cybersecurity with insight, inclusion, and impact /au-en/insights/expert-perspectives/leading-cybersecurity-with-insight-inclusion-and-impact/ /au-en/insights/expert-perspectives/leading-cybersecurity-with-insight-inclusion-and-impact/#respond Fri, 17 Oct 2025 12:29:02 +0000 /au-en/?p=547492&preview=true&preview_id=547492 From cracking codes to crafting strategy, cybersecurity is a field where curiosity meets critical thinking.

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            Leading cybersecurity with insight, inclusion, and impact

            Priya Kanduri
            Oct 17, 2025

            From cracking codes to crafting strategy, cybersecurity is a field where curiosity meets critical thinking. We caught up with Priya Kanduri, Head of Cybersecurity at CIS India, to hear about her journey into this dynamic space. With over two decades of experience, Priya shares how her passion for problem-solving led her to cybersecurity, the opportunities that have shaped her career at 乌鸦传媒, and her perspective on inclusive leadership, resilience, and what it takes to thrive in a constantly evolving threat landscape.

            Q: What first sparked your interest in cybersecurity, and how did you find your way into the field?

            It all started with my passion for mathematics. During my computer science engineering studies, I was introduced to cryptography, and it instantly fascinated me.  The idea that you could use logic and numbers to secure information was powerful. That鈥檚 what drew me into cybersecurity.

            From there, every step鈥攚hether solving technical challenges, addressing complex business problems, or working with clients鈥攔einforced that this was where I was meant to be. In over 20 years, I鈥檝e never once felt the urge to switch fields. Cybersecurity keeps me motivated because it鈥檚 a place where curiosity meets purpose, every single day.

            Q: What opportunities for learning, leadership, or career advancement have you found at 乌鸦传媒 that helped you thrive in cybersecurity?

            Cybersecurity is a well-defined and deeply- valued profession at 乌鸦传媒, and that makes all the difference. 乌鸦传媒 offers learning opportunities, leadership development programs, and clear career advancement paths. Through 乌鸦传媒 University and KnowledgeHub our teams can access thousands of on-demand courses, covering everything from technical certifications to leadership skills.  Whether you鈥檙e an analyst or principle or on the path to becoming a CISO, there鈥檚 guidance, mentorship, and opportunity here. Cybersecurity is a strategic focus for 乌鸦传媒, and that creates an incredibly exciting environment to grow in.

            Inclusion equips cyber leaders with a broader spectrum of insights, driving stronger security strategies, more creative problem-solving, and higher team engagement. Diverse talent amplifies threat visibility, fuels innovation, elevates decision quality, and enhances stakeholder trust. Diversity in cyber leadership teams signals a commitment to ethical, comprehensive risk management.

            Cybersecurity is a high-stakes, high-speed domain where the only constant is change. I believe in continuous learning to stay resilient in this ever-changing world. Personal growth is also a lifelong journey. Cybersecurity is a team sport, and having strong networks to share knowledge is invaluable. Finally, having a purpose-driven mindset and remembering that cybersecurity isn鈥檛 just about firewalls and patches 鈥 it鈥檚 about protecting people, businesses, and even national security 鈥 is a powerful motivator.

            Q: What advice would you give to someone joining 乌鸦传媒 Cybersecurity?

            My key message to someone joining 乌鸦传媒 Cybersecurity is, 鈥淚f you are passionate about cybersecurity and looking for a place to grow and develop your skills, 乌鸦传媒 is the perfect place for you.鈥 乌鸦传媒 offers exciting opportunities in a very demanding cybersecurity field. There is a lot of cutting-edge work happening. Those joining the cyber field can explore a variety of cyber domains and collaborate with organizations worldwide.

            We provided a well-defined career paths, supported by our Cybersecurity Campus and 乌鸦传媒 University, which offer training, certifications, and cross-skilling opportunities. Add to that our global network of experts, cutting-edge projects, and a strong culture of collaboration, and you鈥檒l have everything you need to thrive in one of the world鈥檚 most demanding, rewarding fields.

            Q: When you鈥檙e not thinking about cyber threats, what鈥檚 your favorite way to unwind or spark creativity?

            My perfect unwinding therapy is hanging out with my plants 鈥 they always look green and happy, and moreover they don鈥檛 send meeting invites 馃槉. What started as a small lockdown hobby a couple of years ago has now blossomed into a thriving  indoor-and-outdoor garden that keeps me busy. I鈥檝e also been a yoga and fitness enthusiast for more than two decades, and I try to catch-up my asanas whenever possible. And after all this, if I am left with any time, you鈥檒l find me reading 鈥 especially world history. Outside of work, I find inspiration in the pursuit of inner peace and mindfulness, which helps me stay grounded and balanced. I love exploring new places and cultures, as every new experience broadens my perspective. Being there for my family and loved ones is deeply important to me, and I make it a priority to create meaningful memories with them.

            About the author

            Priya Kanduri

            Priya Kanduri

            Vice President, Head of Cybersecurity, India
            Priya is a seasoned cybersecurity leader with 25+ years of expertise in capability development, delivery, and solutions across global enterprises. She advises clients on cyber risk, cloud security, identity governance, data privacy, and advanced threat detection. A recognized thought leader, she has published widely and received multiple industry honors. Priya holds a degree in computer science engineering and is a respected voice in advancing security practices and technology innovation.

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              Unlocking new value: Building a competitive edge with collaborative data ecosystems /au-en/insights/expert-perspectives/unlocking-new-value-building-a-competitive-edge-with-collaborative-data-ecosystems/ /au-en/insights/expert-perspectives/unlocking-new-value-building-a-competitive-edge-with-collaborative-data-ecosystems/#respond Fri, 17 Oct 2025 12:28:59 +0000 /au-en/?p=547490&preview=true&preview_id=547490 Explore the data ecosystem and discover how collaboration can unlock transformative value for your business and boost growth.

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              Unlocking new value: Building a competitive edge with collaborative data ecosystems

              Rajashree Das
              Oct 17, 2025

              鈥淏usinesses have spent years treating data like treasure that should be locked away in a vault. But the real value of data emerges when we treat it as a shared resource 鈥 one that connects, empowers, and transforms. Collaborative data ecosystems are more than a trend; they鈥檙e the building block of a smarter, more connected future.鈥

              鈥 Rajashree Das 

               For decades, businesses have been told that their data is their most valuable asset 鈥 one that must be protected from everyone at all costs. Data has always been thought of as something to collect, guard, and keep proprietary. The thought process here is simple; own the data, own the competitive advantage. But could this mindset be preventing organizations from growth? 

              Today, forward-thinking businesses are beginning to recognize that the real power of data doesn鈥檛 lie in isolation, but in collaboration. When organizations share data responsibly and ensure the right controls, agreements, and technologies are in place, they open the door to transformative value creation.  

              This growing shift towards collaborative data ecosystems is something we refer to as 鈥淒ata Sharing is Caring,鈥 and it鈥檚 one of the most critical trends from our TechnoVision 2025 playbook.  

              Inside collaborative data ecosystems 

              Collaborative data ecosystems are environments where multiple organizations, sometimes even competitors, share data responsibly and securely under applicable regulations. The goal of these ecosystems is to co-create new services and generate mutual benefit. Depending on the industry and use case, collaborative ecosystems may be built differently, however all rely on a common foundation of trust, transparency, and shared purpose. 

              Privacy, ethics, and compliance are non-negotiable elements of every collaborative data ecosystem. Data must be handled with care and governed by clear agreements and certified technologies that protect organizations from data misuse. Ownership and governance are equally important, especially as businesses increasingly adopt federative 鈥 or data mesh 鈥 approaches to data management where data is treated as a first-class product that鈥檚 ready for consumption. This shift enables both internal and external partners to collaborate and access data more effectively.  

              Interoperability and accessibility are equally as critical to collaborative data ecosystems. Open data protocols and interoperable systems ensure that data can flow securely and efficiently across organizational boundaries. The rise of data marketplaces and self-service platforms are also making it easier than ever to discover, exchange, and monetize data products. 

              How data sharing is powering innovation across industries  

              From medical research to media and advertising, new models of responsible data sharing are proving that secure access to shared data across institutional and geographic boundaries can unlock previously out of reach insights. 

              In Europe, a across multiple European institutions is using AI to better understand chronic immune-mediated diseases. The project securely combines sensitive health data from multiple diverse sources to train predictive models with improved accuracy 鈥 underscoring how responsible data sharing can accelerate medical research while maintaining individual privacy.  

              Additionally, a North American media organization with multiple data partners to create data clean rooms that enable advertisers to share data and build audiences in a secure and privacy-compliant way. This initiative exemplifies how organizations are advancing responsible data sharing to support privacy while enhancing advertising capabilities. 

              From data to impact: What the future holds 

              As is evident in our real-world examples, the impact of collaborative data ecosystems is already being felt. Our past has indicated the benefits of data ecosystems for the private sector, with organizations participating in collaborative data ecosystems experiencing up to a 15% improvement in customer satisfaction, 14% gains in productivity, and 11% cost reductions over the course of a two-to-three-year period. But the benefits go far beyond these metrics. Collaborative data sharing is helping to address some of society鈥檚 most pressing challenges. It鈥檚 also permitting the formation of unexpected partnerships, unlocking new revenue streams, and pioneering breakthrough business models. 

              Collaborative data ecosystems are reshaping what鈥檚 possible. By moving beyond the mindset of data as a guarded asset and embracing it as a shared resource, businesses are positioning themselves to lead in the years to come. Data sharing isn鈥檛 just a trend. For organizations that are ready to embrace it, it鈥檚 a differentiator capable of enabling a more intelligent, connected, and impactful future. 

              Learn more 

              • TechnoVision 2025 鈥 your guide to emerging technology trends 
              • Data Sharing is Caring (But Take Care!) – a new trend in Thriving on Data 
              • Voices of TechnoVision 鈥 a blog series inspired by 乌鸦传媒鈥檚 TechnoVision 2025 that highlights the latest technology trends, industry use cases, and their business impact. This series further guides today鈥檚 decision makers on their journey to access the potential of technology. 

              Meet the author

              Rajashree Das

              Rajashree Das

              India Capability Leader
              Rajashree is a seasoned technology leader, currently playing the role of the India Capabilities Leader and India Country Board member, with 27 years in tech, consulting, and leadership. 乌鸦传媒鈥檚 first L4 Women Master Architect, she drives career growth, diversity, and innovation across the group. A mentor and award-winning thought leader, she鈥檚 recognized for her impact in enterprise architecture and women in tech.

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                How Agentic AI can make OT infrastructure more robust and secure /au-en/insights/expert-perspectives/how-agentic-ai-can-make-ot-infrastructure-more-robust-and-secure/ /au-en/insights/expert-perspectives/how-agentic-ai-can-make-ot-infrastructure-more-robust-and-secure/#respond Thu, 16 Oct 2025 12:44:05 +0000 /au-en/?p=547509&preview=true&preview_id=547509 Leveraging telecom鈥檚 Dark NOC strategy to enhance your OT Network Operations Center resilience, efficiency and security

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                How Agentic AI can make OT infrastructure more robust and secure
                Leveraging telecom鈥檚 Dark NOC strategy to enhance your OT Network Operations Center resilience, efficiency and security

                Nikhil Gulati
                Oct 16, 2025
                capgemini-engineering

                Imagine a sprawling oil refinery, where thousands of sensors, controllers, and automated systems orchestrate the transformation of crude oil into usable products. Every valve, pump, and pressure gauge is connected to a central network, feeding real-time data into control systems that ensure safety, efficiency, and compliance.

                In this environment, disruption to the Operational Technology (OT) network can cascade with serious consequences, from halting production and incurring millions in losses to risking environmental damage and putting lives at risk.

                Why it’s important to shed light on the Industrial NOC

                Historically, IT and OT operated in silos: IT managed data, connectivity, and enterprise systems, while OT focused on process control, machinery, and safety. But with the rise of Industry 4.0 and digital transformation, we鈥檙e witnessing increasing convergence鈥攁 steady blurring of boundaries where OT data now flows into IT systems to power predictive maintenance, AI/ML optimization, business intelligence, and more.

                This convergence addresses the need to enhance IT/OT integration and modernize Industrial Network Operations Centers鈥攖he infrastructure nerve centers where industrial systems (like MES, SCADA, Historians, and advanced analytics) operate and converge with IT systems. OT infrastructure availability is crucial for maintaining operational continuity and any disruption in these systems can lead to significant financial losses, physical damage to equipment, or severe societal impacts.

                Below are a few examples of IT/OT convergence related network efforts increasing resilience:

                • A Siemens plant in Texas faced frequent network-related production disruptions due to poor IT/OT integration. After redesigning their OT network, the company claims that .
                • Cisco deployed Software Defined Networking. According to Cisco, this enabled Audi to virtualize production assets and ensure deterministic, secure, and scalable networking across its manufacturing operations, resulting in .
                • Faced with the challenge of modernizing its fragmented IT/OT infrastructure, a utility provider turned to Juniper鈥檚 zero-trust, programmable network fabric to unify operations from control centers to substations. Juniper claims that the transformation was so effective that SCADA circuit provisioning, which previously took hundreds of hours, was 鈥攄ramatically improving efficiency and reliability.

                The opportunity for next gen Industrial NOCs

                Even with modernized infrastructure, network incidents continue to rely heavily on human monitoring and intervention. Typically, and for good reasons, the OT world runs on predefined alert thresholds and manual runbooks to manage problem solving. This ensures that fixes, adjustments, or restarts can be carried out without disrupting critical processes or causing serious consequences. The downside of this approach is reduced response time and agility during costly network downtime or periods of limited availability.

                With the rise of Agentic AI technology now available, transformational benefits can be unlocked for industrial NOCs, such as real-time issue detection, analysis and proposed resolutions to improve uptime and scalable operations. Powered by strong human-AI chemistry, reliable agentic systems can balance autonomous capabilities with human-in-the-loop oversight. With such tools, people and operations can be augmented While Agentic AI is extremely ahead of the adoption curve, industrial organizations appear to have a strong appetite for deployment in industrial maintenance and support environments.

                From the CRI Report 鈥淓R&D Trends鈥

                71% of organizations believe AI will transform the maintenance and support activities (eg. AI-based diagnostics, predictive maintenance planning, intelligent support bots) over the next 2-3 years.

                Agentic AI can significantly enhance Human-AI collaboration in Industrial Network Operations Centers by deploying intelligent agents that continuously monitor systems, detect anomalies, and perform root cause analysis in real time. These agents act as proactive partners, surfacing insights and recommended actions to human operators, enabling faster, more informed decision-making. By fostering a responsive and transparent interaction loop, Agentic AI builds trust and synergy between humans and machines to accelerate issue resolution, minimize downtime, and ensure operational resilience.

                At the 2025 Mobile World Congress in Barcelona, we showcased a working proof of concept in collaboration with Exfo, Salesforce and ServiceNow, demonstrating our Agentic AI enhanced Dark NOC approach for telcos.

                Can the Dark Industrial NOC concept work in the OT world?

                The answer is 鈥榶es鈥, with the right approach. In the traditional context, the term “dark” in Network Operations Center (NOC) operations typically refers to a lights-out facility 鈥 one where no personnel are physically present because routine tasks are fully automated. The vision of a future-state Dark NOCs builds on this concept by introducing intelligent systems capable of observing, analyzing, and acting autonomously.

                However, we believe that to be successful, you must go a step further, redefining the DARK concept from merely an automation milestone to a Digital Twin & Agentic AI-powered Reasoning Kernel (DARK) enabled NOC.

                Our approach centers on a unified, AI-driven decision-making framework that enhances network management through deep contextual understanding and autonomous reasoning. At the core of this model are network digital twins, enriched with semantic models, which simulate and analyze network behavior with high fidelity. Importantly, this is not about eliminating human involvement; it鈥檚 about redefining the human-machine loop. In a DARK-enabled NOC, AI and automation handle routine detection, diagnostics, and remediation across domains. Human expertise is reserved for oversight, handling exceptions, and driving strategic evolution, not day-to-day firefighting.

                A true Dark NOC is not a patchwork of scripts or rule-based automation. It requires systems that can understand context, correlate across silos, and reason to make decisions. Without semantically integrated data and agentic AI, this level of intelligence is unattainable.

                Is it safe and robust?

                Intelligent, self-operating network and operations centers in an industrial setting require a robust AI framework. This is why 乌鸦传媒 developed the Resonance AI framework. It helps organizations unlock the full potential of AI at scale, and reinforces organizations鈥 AI readiness, while creating the right 鈥榟uman-AI chemistry鈥, to ensure long-lasting adoption.

                Implications for decision makers: cost and revenue impact

                For decision-makers, the short-term implications are clear: investing in advanced NOC capabilities must become a business imperative鈥攏ot only for maintaining uptime, safety, and competitiveness, but also for unlocking cost and revenue potential, focusing on:

                • Higher uptime for industrial networks can now be assured without scaling headcount, reducing operational costs while improving service continuity.
                • A stronger security posture minimizes risk exposure and regulatory penalties, protecting both brand and bottom line.
                • Enabling robotics-driven production environments鈥攚hich demand superior network connectivity鈥攔emoves a key constraint to achieving higher industrial efficiency and throughput.

                Conclusion: Building the smart backbone of industrial innovation

                As OT systems become more intelligent and interconnected, the networks that support them must evolve in tandem. The journey from complexity to autonomy in network operations is not just a technical challenge, it鈥檚 a business opportunity. Those who lead this transformation will define the future of industrial performance.

                Meet the author

                Nikhil Gulati

                Nikhil Gulati

                Head of Intelligent Support and Services, 乌鸦传媒 Engineering
                Nikhil is a results-oriented professional with extensive experience in IT/telecom, project management, software development/support, client relationship management, business development and operations, and pre-sales.

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                  Recognized for innovation: 乌鸦传媒鈥檚 trailblazing work with Engie and Salesforce /au-en/insights/expert-perspectives/recognized-for-innovation-capgeminis-trailblazing-work-with-engie-and-salesforce/ /au-en/insights/expert-perspectives/recognized-for-innovation-capgeminis-trailblazing-work-with-engie-and-salesforce/#respond Thu, 16 Oct 2025 12:29:03 +0000 /au-en/?p=547493&preview=true&preview_id=547493 Discover how 乌鸦传媒 and Engie are transforming customer experience with Salesforce Agentforce. Join us at Dreamforce 2025 to explore the future of AI-powered service.

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                  Recognized for innovation: 乌鸦传媒鈥檚 trailblazing work with Engie and Salesforce

                  Katerina Hubka
                  16 Oct 2025

                  I鈥檓 excited to share that 乌鸦传媒 has been recognized with a 2025 Salesforce Partner Innovation Award. This award highlights our strong AI customer service expertise across industries, the strength of our partnership with Salesforce, and the bold outcomes we鈥檝e delivered together.

                  At 乌鸦传媒, our partnership with Salesforce is more than a strategic alliance 鈥 it鈥檚 a shared mission to help organizations reimagine how they connect with their customers. Together, we bring the best of cloud, data, and AI to deliver experiences that are not only intelligent and scalable, but also deeply human.

                  One story that truly embodies this spirit is our recent work with Engie M&S Belgium, where we helped redefine customer service through Salesforce Agentforce.

                  How 乌鸦传媒 and Engie redefined service with Agentforce

                  When Engie approached us, they had a clear and ambitious goal: make their mobile app the primary channel for customer service. They wanted more than a chatbot 鈥 they envisioned a conversational agent that could deliver real-time, actionable support, operate within strict AI guardrails, and serve customers in their native language, 24/7.

                  Their existing solution was limited to FAQs. Engie wanted to go further 鈥 enable customers to check balances, update payments, and receive personalized recommendations, all through a seamless conversational interface. And we had just three weeks to deliver a working prototype.

                  Our approach: Speed, innovation, and partnership

                  To meet Engie鈥檚 vision, we mobilized quickly. Our team at 乌鸦传媒 designed an agile, phased strategy 鈥 starting with a rapid proof-of-concept and evolving through deep integration with Engie鈥檚 systems.

                  We leveraged Salesforce Agentforce, enhanced with Microsoft retrieval-augmented generation (RAG) and vector search, to ensure every customer interaction was precise, relevant, and actionable. By integrating with Engie鈥檚 ERP systems, we enabled the agent to do more than just respond 鈥 it could execute customer care actions.

                  The results: Customer experience, redefined

                  The impact was immediate and measurable:

                  • 80%+ of client conversations handled by AI
                  • 1,200+ daily interactions
                  • More than 70% autonomous case resolution

                  What impressed me most was the speed to value 鈥 from concept to deployment in just three weeks. This wasn鈥檛 just about deploying technology 鈥 it was about understanding Engie鈥檚 customers, anticipating their needs, and delivering a solution that truly makes a difference.

                  What鈥檚 next: Scaling innovation

                  The success of this project is just the beginning. Engie is now exploring how to expand Agentforce across more services, deepen automation, and personalize experiences even further with generative AI.

                  Why this matters

                  This story is a testament to what鈥檚 possible when partnership, purpose, and innovation come together. It reflects the strength of our partnership with Salesforce and our shared belief that customer experience should be intuitive, intelligent, and inclusive.

                  At 乌鸦传媒, we鈥檙e proud to help clients like Engie turn bold visions into reality. Because when we put the customer at the heart of everything we do, that鈥檚 when true transformation happens.

                  Dreamforce 2025: This is what customer experience really looks like

                  These achievements wouldn鈥檛 have been possible without the dedication of our teams and the strength of our partnership with Salesforce. We brought these innovations to life at Dreamforce 2025, where 乌鸦传媒 was an Innovator Sponsor.

                  From immersive demos to expert-led sessions, we showcased how Agentforce and AI-powered solutions are transforming customer experience across industries.

                  Connect with me on LinkedIn if you would like to learn how we make it real for our clients.

                  .

                  Author

                  Katerina Hubka

                  Katerina Hubka

                  Global Salesforce Partner Executive
                  Katerina is an assertive mover and shaker, and a creative communicator with strong project, program, portfolio and people management skills. With more than 20 years of expertise, Katerina has served as a leader in many roles across 乌鸦传媒, including in the Americas, Group Sales, Global Strategic Initiatives and Partners, and Group Marketing. Katerina brings her passion for building genuine relationships and driving mutually beneficial collaboration to our partnership with Salesforce. Stepping in to lead the partnership in 2024, she has been consistently delivering against goals in collaboration with stakeholders across 乌鸦传媒 and the Salesforce ecosystem.

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                    Set the score, keep the tempo: Why a ServiceNow Centre of Excellence and Innovation turns noise into value /au-en/insights/expert-perspectives/set-the-score-keep-the-tempo-why-a-servicenow-centre-of-excellence-and-innovation-turns-noise-into-value/ /au-en/insights/expert-perspectives/set-the-score-keep-the-tempo-why-a-servicenow-centre-of-excellence-and-innovation-turns-noise-into-value/#respond Thu, 16 Oct 2025 11:38:18 +0000 /au-en/?p=547453&preview=true&preview_id=547453 Transform ServiceNow from IT expense to enterprise value with a Centre of Excellence鈥攗nlocking innovation, governance, and measurable business outcomes.

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                    Set the score, keep the tempo: Why a ServiceNow Centre of Excellence and Innovation turns noise into value

                    Alan Connolly, Global Head 鈥 Employee Experience and Digital Workplace, 乌鸦传媒
                    Alan Connolly
                    16 Oct 2025

                    You鈥檝e invested millions in ServiceNow, but are you truly getting enterprise-wide value or just running IT workflows?

                    Most organizations believe their stage is set. You鈥檝e invested in the best instruments: platforms, partners, and processes. Signals are everywhere: cost, risk, MTTR, release velocity, experience. But when those signals aren鈥檛 coordinated 鈥 and there鈥檚 no conductor 鈥 you pay a tax on complexity.

                    By treating a ServiceNow investment as just a technical platform without recognizing it as a strategic enabler for the business, many enterprises miss the importance of clear enterprise-wide strategy and orchestration, and of coordinated roadmaps leading to business targets. ServiceNow was sold as a platform of platforms 鈥 a foundation for enterprise workflows across IT, HR, customer service, and beyond. Its potential is huge: AI-driven automation, integrated data, and faster decision-making.

                    Yet most organizations hit the same wall:

                    • Siloed ownership keeps adoption IT-centric.
                    • Unmanaged demand floods the backlog with pet projects.
                    • Customization sprawl drives upgrade pain and technical debt.
                    • Governance gets political, slowing decisions and eroding trust.

                    The result isn鈥檛 harmony 鈥 it鈥檚 noise. Value stalls, costs rise, and the platform becomes a patchwork of local optimizations rather than an enabler for enterprise transformation.

                    Case in point: ServiceNow found that after 180 days.  That equates to $3.5 billion spent on technology worldwide over that period without any tangible value for IT or the business.

                    Adopting a single, business-aligned operating model

                    A dedicated organizational model can consolidate strategy, governance, architecture, delivery, and innovation into one structure.

                    The reflexive idea is to strike up new projects, but that鈥檚 the opposite of what is required. To unlock measurable outcomes, enterprises need to avoid piling on more piecemeal solutions and instead create a Centre of Excellence and Innovation (CoE&I) that applies the same principles of Service Integration and Management (SIAM) to the platform itself. A CoE&I is not a rebadged platform team. It鈥檚 a single, business-aligned operating model that consolidates strategy and governance, business engagement, platform architecture and support, innovation and experience, and delivery. Done right, it turns your ServiceNow investment from an operational expense into a transformation engine for IT and the business, removing the seams that slow down value and embedding continuous improvement and velocity into your enterprise strategy.

                    • Project vending machine: no enterprise prioritization
                    • 颁耻蝉迟辞尘颈锄别鈥慺颈谤蝉迟: pattern entropy, upgrade paralysis
                    • Shadow demand: political work, stranded value
                    • No conductor: metrics abound, outcomes don鈥檛

                    Shifting from legacy systems to vehicles for innovation

                    Intelligent orchestration on now (ION) is 乌鸦传媒鈥檚 two-layer model for an effective COE&I that works in concert, aligning purpose, direction, and performance to move from projects to product-mode delivery with measurable business impact.

                    Orchestration layer: Owns vision, value cases, roadmap, and demand triage. It鈥檚 the single front door for work, prioritizing by business outcomes, not politics, and ensures the platform plays to the enterprise score 鈥 keeping tempo and sequencing releases for maximum impact.

                    Custodian layer: Owns architecture guardrails, integration standards, security, and run. It makes fast safe, and controls customization sprawl, upgrade debt, and risk, and ensures every release is crisp, compliant, and repeatable.

                    Across these layers, SIAM principles matter: integration, orchestration, and accountability are critical for success with ServiceNow. They provide the structure for multi-vendor ecosystems, clear roles, and a roadmap that links platform investment to P&L impact.

                    For example, a Nordic food producer wanted greater control and business agility on ServiceNow. 乌鸦传媒 helped establish a dedicated instance, set governance guardrails, and prioritize a roadmap for IRM, health and safety, and catalog improvements. With clearer ownership and a product鈥憁ode delivery model, the client achieved faster change velocity, cleaner data, and a platform that supports hybrid operations and continuous improvement.

                    The payoff:

                    • 50 percent reduction in maintenance cost through standardization and reuse
                    • 38 percent faster implementation via accelerators and release trains
                    • 80 percent improvement in first-contact resolution with integrated workflows
                    • Lower TCO, higher adoption, and enterprise-grade risk control

                    The 90-day activation plan

                    The focus should be on big-picture strategies, not short-term tactics, with the vision of the platform as a vehicle for innovation that transcends simple IT service management.

                    Through 乌鸦传媒鈥檚 partnership with ServiceNow, and our expertise with orchestrating platform solutions across industries, we can help you take the required steps.

                    Days 1鈥30, foundation: We establish the charter, appoint an executive sponsor, and create a single demand intake process. At this stage, we baseline technical debt and set governance and architecture guardrails to ensure control from day one.

                    Days 31鈥60, quick wins: Together, we prioritize two or three high-value use cases and launch a product-mode team to deliver them. We embed joint KPIs, define platform service levels, and enforce standards for speed without risk.

                    Days 61鈥90, scale and sustain: We publish a rolling roadmap, implement a release cadence, and introduce a platform scorecard to track adoption, cycle time, and value realized. Early wins feed an innovation backlog, creating a sustainable engine for continuous improvement.

                    Unleashing potential to keep up with business

                    Governance first, then speed. Without a CoE&I, you鈥檒l keep funding work that doesn鈥檛 move your P&L. With one, you unlock value at scale, and finally make the platform perform.

                    A mature CoE&I doesn鈥檛 just optimize workflows; it creates the conditions for AI-driven efficiency, connected data intelligence, and seamless customer and employee experiences. It turns fragmented processes into integrated journeys: personalized, automated, and future-ready.

                    The choice is simple: keep spending on projects that stall or invest in a model that delivers measurable outcomes and continuous innovation. 乌鸦传媒 brings the expertise, accelerators, and partnership to make it real 鈥 fast.

                    The question is: will you keep playing catch-up, or start orchestrating value today?

                    Author

                    Alan Connolly, Global Head 鈥 Employee Experience and Digital Workplace, 乌鸦传媒

                    Alan Connolly

                    Global Head of Portfolio – ESM, SIAM, and ServiceNow
                    Alan is a visionary leader with a deep passion for collaborating with customers, partners, and industry experts to address complex challenges within the workplace and enterprise service management portfolio. With over 20 years of experience, he combines creativity and analytical prowess to craft comprehensive strategies that align with organizational goals and enhance productivity.

                      The post Set the score, keep the tempo: Why a ServiceNow Centre of Excellence and Innovation turns noise into value appeared first on 乌鸦传媒 Australia.

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