Tech Features

From Fire-Fighting to Innovation: How Services-as-Software Powers Outcome-Based Innovation

Published

3 months ago

June 30, 2025

Integrator Web-Admin

By Kalyan Kumar, Chief Product Officer, HCLSoftware

a portrait of Kalyan Kumar, Chief Product Officer, HCLSoftware — *Kalyan Kumar, Chief Product Officer, HCLSoftware*

Amid the rise of agentic AI, the enterprise technology landscape is quietly transforming as the boundaries between software and services rapidly blur. Organizations are adopting autonomous AI agents to streamline workflows, automate tasks at scale, and accelerate business outcomes.

Gartner predicts that by 2028, 33% of enterprise software applications will embed agentic AI – up from less than 1% in 2024 – enabling 15% of day-to-day work decisions to be made autonomously.

This paradigm shift is prompting businesses to rethink success through enhanced experiences, operational efficiency, and simplified complexity, driving continuous improvement, sustained growth, and measurable value.

It’s Time for a Fundamental Reset

Enterprises face a pivotal moment: traditional service models no longer suffice. A majority of leaders are actively reassessing their vendor relationships, with 72% targeting IT services contracts and 62% focusing on software and SaaS agreements for renegotiation.

This signals a strategic shift away from incremental fixes toward embracing Services-as-Software — a customer-centric paradigm that goes beyond conventional pricing and paves the way for value co-creation and outcome-based engagements, enabling companies to balance the risk and reward to maximize returns on digital investments

In a market often constrained by vendor lock-in and SaaS bloat, the Services-as-Software model emphasizes key quality metrics such as transparent total cost of ownership (TCO), clear ROI, and risk mitigation to help CXOs better evaluate their software investments.

This framework drives tangible business outcomes, empowering organizations to balance growth with cost efficiency through enhanced TCO visibility. For instance, autonomous agents in IT Service Management can be evaluated using outcome-focused metrics such as customer satisfaction (CSAT), resolution times, and speed-to-market — providing compelling insights into value delivery and operational performance.

Similarly, in the high-stakes security operations, where SecOps teams face alert overload, agentic AI offers a major advantage. It autonomously analyzes, categorizes, and prioritizes security incidents, providing triage notes in real-time to empower informed responses. By emphasizing agent accuracy against human benchmarks, reducing time-to-resolution, and ensuring compliance, this approach delivers measurable outcomes that drive tangible business value.

Agentic AI’s Impact on IT Spend

In the face of these strategic market shifts, IT budgets are being fundamentally restructured. As organizations accelerate agentic AI adoption, CXOs must carefully balance budget constraints with the imperative to achieve measurable business outcomes. This challenge is further amplified in today’s complex enterprise landscape, characterized by multi-cloud, multi-vendor environments where vendor lock-in and data dependencies persist.

Enterprises cannot simply rip and replace to give way for new systems – making the need for interoperable, outcome-focused solutions more critical than ever. Moreover, traditional business processes remain largely deterministic and rules-based, while functions are probabilistic.

The Intelligence Economy requires interconnected systems — spanning data, processes, and intelligent agents—that can orchestrate workflows seamlessly across agents, robots, and humans, and adapt dynamically in real time, all underpinned by strong human governance.

From IT Spend to Business Value: The Services-as-Software Revolution

So, how can enterprises optimize IT budgets and fully capitalize on agentic AI? The answer lies in building the right foundation — a key imperative for achieving real business impact.

Looking ahead to an agentic-powered future, HCLSoftware outlines an intelligence fabric of Services-as-Software via Agents of Action – a customer-centric, value-driven, pragmatic, outcome-based approach. Instead of completely reimaging operations, it provides a practical pathway to outcome-based transformations at scale.

Anchored by the XDO Blueprint — which integrates Xperience, Data, and Operations — it provides a realistic roadmap for transformation with Agents of Action underpinned by human-in-the-loop governance to deliver business outcomes continuously, intelligently and invisibly.

Building the XDO Enterprise: Real-World Agentic AI Use Cases

Let’s explore how real-world implementations of agentic AI can revolutionise enterprise operations across the three critical domains.

Reimagining experience (X): Marketers and CX leaders often struggle with fragmented workflows that reduce productivity and campaign effectiveness. Multi-agent AI platforms unify predictive and generative AI to streamline fragmented marketing workflows. This enables automated data analysis, insights generation, and customer segmentation via natural language, boosting campaign effectiveness and productivity.

Fueling data insights (D): Picture a scenario where a user needs to understand how monthly active users (MAUs) and churn correlate over a period of two years. AI agents democratize data by automating complex analyses like correlating MAUs and churn over years. By quickly identifying patterns and recommending retention strategies, AI agents can replace weeks of manual data science work with self-service analytics, delivered in minutes.

Reinventing service management (O): IT service management teams contend with overwhelming alert volumes, and lengthy resolution times. In this scenario, autonomous incident resolution uses three AI agents: Diagnosis (detects anomalies), Resolver (executes fixes), and Incident Manager (orchestrates workflow/escalates). This reduces mean time to resolution by handling most incidents without human intervention and continuously improving response rate.

Transforming SecOps (O): HCL AppScan RapidFix exemplifies how agentic AI transforms security operations from reactive to proactive intelligence. Through two autonomous agents —SAST Autotriage for vulnerability assessment and SAST Autofix for generating code fixes for issues detected, the agentic-powered system accelerates triage by reducing manual efforts, cuts remediation time and addresses security backlogs, giving immediate and tangible ROI to companies.

The Gulf Advantage: Accelerating Value Through XDO Blueprint

The XDO Blueprint drives a powerful flywheel effect – enhanced experiences yield richer data, which optimizes operations. This is not a linear progression but a compounding cycle that accelerates organizational capabilities over time.

This continuous improvement model is especially critical in regions with ambitious transformation agendas. In the Middle East, where visionary initiatives like ‘We the UAE 2031’ call for sustainable, long-term transformation, the XDO Blueprint offers a strategic framework perfectly aligned to meet these demands.

Building Pragmatic Sovereign Solutions

The cornerstone of successful AI-driven transformation is responsible implementation. While a raft of solutions promise to deliver the silver bullet that brings us closer to AI utopia, true business impact is achieved by establishing a solid foundation grounded in explainability, governance, and data sovereignty.

In the Gulf region, where data privacy and ethical AI usage are paramount, the XDO Blueprint integrates compliance at the core of its architecture —making it a strategic enabler, not an afterthought. This ensures that innovation moves forward without compromising on trust.

Related Topics:cybersecurity Middle East Middle East Technology

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Tech Features

Sustainable AI Practices Driving Ethical and Green Tech

Published

1 month ago

August 12, 2025

Integrator Web-Editor

By Mansour Al Ajmi, CEO of X-Shift

Sustainable AI practices are no longer optional—they are essential for shaping technology that benefits both people and the planet. As artificial intelligence transforms industries from healthcare to transportation, the challenge is to ensure its growth is ethical, environmentally responsible, and socially inclusive. This means addressing not only energy efficiency and carbon reduction but also governance, fairness, and long-term societal impacts.

Why Sustainable AI Practices Go Beyond the Environment?

AI is now deeply embedded in investment strategies, medical diagnostics, media platforms, and public infrastructure. While reducing energy usage is vital, true sustainability also requires ethical governance and the elimination of bias.

For example, biased training datasets can unintentionally reinforce social inequality. Studies, such as those from the MIT Media Lab, have shown that some AI systems perform poorly with diverse populations, highlighting the risk of discrimination. Addressing this means conducting regular algorithmic audits, enforcing transparency, and ensuring diverse representation in AI development teams.

The Environmental Impact of AI

Training advanced AI models consumes enormous computational resources. The process can generate carbon emissions equivalent to hundreds of long-haul flights. To counter this, tech leaders are investing in renewable energy and designing energy-efficient processors and cooling systems.

However, sustainable AI practices should become the default, not the exception. From sourcing materials responsibly to rethinking hardware infrastructure, the focus must be on green innovation by design.

Embedding Sustainability at the Strategic Core

Sustainable AI practices work best when integrated into an organization’s core strategy. Aligning AI solutions with the UN’s Sustainable Development Goals (SDGs) can directly support climate action, reduce inequalities, and promote responsible consumption.

In the Middle East, initiatives like Saudi Arabia’s Vision 2030 and the UAE Strategy for Artificial Intelligence demonstrate how sustainability and AI can align with national priorities. These strategies not only meet ethical standards but also deliver competitive advantages, building consumer trust and fostering innovation.

Governance for Responsible AI

Strong governance is key to ensuring sustainable AI practices are upheld. Regulatory frameworks, such as the European Union’s AI Act, guide transparency, accountability, and fairness.

Governance should enable innovation while preventing harm. Public-private partnerships, global cooperation, and industry alliances are critical to creating ethical, scalable, and resilient AI ecosystems.

Preparing the Workforce for the AI Era

McKinsey estimates that AI adoption could displace up to 800 million jobs by 2030. Sustainable AI practices must include reskilling and upskilling initiatives to ensure inclusive economic growth.

By investing in training programs, organizations can help employees transition to new roles in AI-related fields. This proactive approach strengthens workforce agility and supports long-term resilience.

Leadership’s Role in Driving Sustainable AI Practices

AI can significantly advance sustainability goals, from optimizing supply chains to reducing environmental waste. Companies like Unilever are already using AI to achieve greener operations, proving its real-world potential.

Yet leadership commitment is essential. Executives must set measurable goals, model ethical behavior, and integrate sustainability into company culture. This ensures that sustainability is not a side project but a core business value.

The Shared Responsibility for a Sustainable AI Future

Creating a sustainable AI future requires collaboration between individuals, corporations, and governments. Citizens should stay informed and question how AI affects them. Companies must embed sustainability into their AI strategies, while governments need to establish policies that encourage responsible innovation.

By acting now, we can ensure AI evolves as a force for good—advancing technology without sacrificing ethics, equity, or environmental stewardship.

Check out our previous post on WHX Tech 2025 to Drive Global Digital Health Transformation

Tech Features

Epicor CMO Kerrie Jordan to Drive Global Marketing Growth

Published

1 month ago

August 12, 2025

Integrator Web-Editor

the-style-is-candid-image-photography-with-natural

Kerrie Jordan - Epicor — Kerrie Jordan – Epicor

Epicor CMO Kerrie Jordan has been appointed to lead the company’s global marketing strategy. This move marks a pivotal moment in the enterprise software leader’s expansion. Epicor, known for its industry-specific solutions for the make, move, and sell economy, announced the news on August 12, 2025, in Dubai.

Jordan brings a rare combination of senior product innovation and strategic marketing expertise. She will strengthen the Epicor brand, expand market reach, and deepen customer engagement worldwide.

Epicor CMO Kerrie Jordan Brings Product and Market Expertise Together

Vaibhav Vohra, Epicor President and Chief Product & Technology Officer, eVaibhav Vohra, Epicor President and Chief Product & Technology Officer, emphasized the importance of the appointment.

“Kerrie’s ability to connect product strategy with market execution makes her an ideal fit. Her leadership has already shaped our Cognitive ERP vision, and we’re excited to see her bring that same energy and insight to our marketing efforts.”

Since joining Epicor in 2023 as Group Vice President of Product Management and ISV Partner Programs, Jordan has advanced the company’s Cognitive ERP roadmap. This AI-driven approach turns ERP from a system of record into a system of action and insight, empowering supply chain businesses to operate smarter and faster.

A Vision for Accelerated Innovation and Growth

In her new role, Jordan will unite product innovation, analytics, and go-to-market strategies to accelerate customer time-to-value. She will also foster innovation and support Epicor’s global expansion.

“I’m honored to expand my role at Epicor,” Jordan said. “Epicor is at the forefront of enabling essential businesses to thrive through AI-driven, connected technologies. I look forward to amplifying our impact, building stronger relationships with customers and partners, and driving growth across global markets.”

A Career Built on Technology Leadership

Before joining Epicor, Jordan served in senior product marketing positions at Oracle. She developed strategies for enterprise software solutions and helped drive adoption. Earlier in her career, she led strategic marketing programs for technology clients during her consulting roles at global marketing firms.

Jordan is a recognized voice in cloud ERP, digital transformation, and supply chain innovation. She hosts Epicor’s “Manufacturing the Future” podcast, which features industry leaders discussing trends shaping manufacturing and supply chain sectors. She is also a Forbes Tech Council contributor. Jordan holds a Bachelor of Science in Marketing from Santa Clara University in California.

Epicor’s Commitment to Industry-Focused Growth

Epicor has served customers across automotive, building supply, distribution, manufacturing, and retail for more than 50 years. The company’s solutions are tailored to industry needs and adaptable to fast-changing market conditions.

Check out our previous post on WHX Tech 2025 to Drive Global Digital Health Transformation

Tech Features

In-Hand Comfort Meets Elegant Design – A UI You’ll Love and Performance You Can Count On– Meet Oppo’s Reno 14 Series!

Published

1 month ago

August 11, 2025

Integrator Web-Editor

Oppo Reno 14 Series promotional collage highlighting design and performance

Reviewed By Srijith KN
Device Reno 14F 5G

In today’s crowded smartphone market, very few devices make a lasting impression from the first hold. The Oppo Reno 14 Series does exactly that. Its rounded front design, sharp edges, and striking Iridescent Mermaid finish give it a premium look that stands out. At just 7.42 mm thick and 187 g, with aluminium-framed edges, it feels light yet sturdy in the hand.

The 6.57-inch LTPS OLED display offers a 120 Hz Full HD+ experience with HDR10+ support and a peak brightness of 1,200 nits. While the brightness could be slightly higher, the rich colour tones make it ideal for streaming and gaming. The high refresh rate ensures smooth scrolling and responsive visuals.

Display & Performance in the Oppo Reno 14

Powered by the Snapdragon 6 Gen 1 mobile platform, paired with 12 GB of RAM and 512 GB of UFS 3.1 storage, the Oppo Reno 14 Series delivers fluid performance. Everyday tasks, multitasking, and gaming feel effortless. Even after a month of use, there’s no lag, and the phone remains cool under pressure.

The signal reception is equally reliable, performing well even in remote mountain regions. For gamers, the combination of smooth frame rates and strong connectivity makes it a dependable choice.

Camera Setup Built for Creativity

The Oppo Reno 14 Series brings a 32 MP front camera and a triple rear camera system (50 MP + 8 MP + 2 MP). It supports 4K 60 fps HDR video recording, delivering sharp and vibrant footage. Oppo’s image processing handles lighting well, although the AI can occasionally produce slightly artificial tones. When it dials back the processing, the results are impressively natural.

Selfies from the front camera are detailed, making it a strong option for content creators. AI-powered tools such as AI Eraser, AI Reflection Remover, AI Unblur, AI Recompose, and AI Perfect Shot add versatility. Beyond photography, features like real-time translation and cloud-based voice transcription offer extra value.

Battery Life & Charging Speed on the Oppo Reno 14

Battery performance is one of the standout features. The massive 6,000 mAh battery easily lasts over a day of heavy use. Paired with 80 W fast charging, it goes from 0% to 100% in just 40–50 minutes, reducing downtime significantly.

Software and User Experience

Running on ColorOS 15, the interface is polished and responsive. The design is intuitive, though it comes with pre-installed apps that many users may want to remove for a cleaner setup. The combination of IP69 water and dust resistance, strong haptics, and a promised five years of major updates enhances its long-term value.

Verdict: A Strong Contender in Its Price Range

The Oppo Reno 14 Series blends premium design, solid performance, long battery life, and camera versatility into a package that offers excellent value. Whether for everyday use, creative projects, or gaming, it meets a wide range of needs without compromise.

For readers who enjoyed this review, check out our previous feature on Sustainable Tech: How Globant Shapes a Greener Tomorrow to see how innovation is shaping the tech industry.