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BPESA Industry Connect Day in Cape Town Unites Over 50 Industry Leaders on AI and GBS Strategies

Cape Town, 21 October 2024—The BPESA Industry Connect Day held at Resilient Innovations in Tygervalley was a resounding success, bringing together over 50 key players from the global business services (GBS) sector. The event served as a vibrant platform for networking, showcasing cutting-edge technologies, and engaging in insightful discussions that promise to drive businesses forward in an era increasingly defined by artificial intelligence (AI).

The half-day event commenced at 10:00 AM, welcoming attendees to the modern facilities of Resilient Innovations at Willowbridge Centre. Vendors lined the venue, offering interactive demonstrations of the latest services and solutions poised to reshape the GBS landscape. Participants had ample opportunity to explore technologies, recruitment services, and various offerings—all benefiting the business process outsourcing (BPO) sector.

 

Expert Panel Delivers Insights on AI Integration and Workforce Evolution

A highlight of the day was the expert panel discussion, hosted by Neville Cousins, Digital/ITO Lead at BPESA. The panel featured four industry luminaries:

  1. Deidre Samson—Owner of Future-Fit and an executive at The Collective-X.
  2. Bruce von Maltitz—CEO of 1Stream, a leading cloud-based customer experience (CX) technology company.
  3. Mogamad Gierdien—Co-founder and COO at SA Commercial, a prominent BPO firm.
  4. Werner Tenten—Independent business development agent collaborating with Genii Analytics.

Moderated adeptly by Cousins, the panel delved into the transformative impact of AI on the GBS sector and explored strategies for successful adoption.

 

Strategic Collaboration Between AI and Human Talent

Deidre Samson opened the discussion by emphasising the necessity of strategic collaboration between AI technologies and human talent. "As AI reshapes the job landscape, building AI literacy is crucial," she noted. "Employees shouldn't just use AI tools like ChatGPT; they need to understand how these technologies align with and advance business strategies." Samson highlighted that emerging roles would require competencies in AI integration, data analysis, and managing AI-augmented workflows. She also stressed that human skills—such as empathy, leadership, and creative problem-solving—will become even more valuable in an AI-enhanced environment.

 

Implementing AI with Clear Business Strategies

Bruce von Maltitz echoed the importance of strategic implementation, particularly in customer service sectors. "Businesses need clear strategies for deploying AI, especially when leveraging tools like agent assist and chatbots," he said. Von Maltitz warned against a one-size-fits-all approach, emphasising that understanding AI's scope and limitations is vital. "Identifying the right problems for AI to solve can lead to significant cost savings and improved customer experiences," he added, suggesting that budgeting should account not just for technology acquisition but also for the upskilling of staff.

 

Upskilling at the Grassroots Level

Addressing the skills gap, Mogamad Gierdien focused on the importance of grassroots education. "AI will demand expertise at all levels—from high-level specialists to entry-level positions requiring strong digital literacy," he stated. Gierdien advocated for collaboration between businesses and government bodies to upskill the workforce, particularly in the BPO sector. "By investing in education and training pipelines, we open doors to new business opportunities and offer clients greater value," he concluded.

 

Navigating the Fourth Industrial Revolution

Werner Tenten placed the current technological shifts within a broader historical context. "We're in the midst of the Fourth Industrial Revolution, driven by AI and automation," he observed. Tenten underscored the need for inclusivity in this transformation. "As we embrace AI, it's crucial to focus on creating jobs that balance innovation with human value," he said, highlighting that industries like BPO must integrate high-tech solutions without losing the human touch that drives customer satisfaction.

 

Presentation on HR Success in 2025

In addition to the panel, the event featured a compelling presentation by Samkelo Blom, BPESA's HR Lead. Blom presented the four main drivers for achieving HR success in 2025, providing valuable insights into future workforce management. He emphasised the importance of adaptability, continuous learning, employee well-being, and leveraging technology to enhance human resources functions. His presentation resonated with attendees, offering practical strategies to prepare for the evolving demands of the industry.

 

Vendors Showcase Innovative Solutions

Between discussions, attendees explored vendor booths that showcased a range of innovative technologies, recruitment services, and various offerings—all benefiting the BPO sector. Companies demonstrated AI-powered analytics platforms, customer engagement tools, and workforce management solutions. The interactive displays allowed participants to experience first-hand how these technologies and services could be integrated into their operations.

 

SMD Technologies Enhances the Experience with Catering Sponsorship

Adding to the day's success, SMD Technologies generously sponsored the catering. Attendees enjoyed an array of refreshments, including soft drinks, coffee, and a delightful lunch. The provision of quality eats and beverages facilitated relaxed networking and added a hospitable touch to the event.

 

A Well-Received Event with a Forward-Looking Vision

The event concluded at 2:00 PM with networking sessions over light refreshments. Feedback from attendees was overwhelmingly positive. Many praised the depth of the discussions and the opportunity to connect with industry peers. "The insights from the panel were incredibly valuable," said one attendee. "It's clear that embracing AI strategically is not just an option but a necessity."

Organisers expressed satisfaction with the turnout and the quality of engagements. "Our goal was to create a platform where industry leaders could come together to share knowledge and explore collaboration opportunities," a BPESA representative stated. "We're thrilled to see that objective met with such enthusiasm."

 

Looking Ahead

The BPESA Industry Connect Day underscored the pivotal role of AI in shaping the future of the GBS sector. As businesses navigate the complexities of technological adoption, events like this provide essential guidance and foster a collaborative spirit. The collective insights suggest a future where AI and human talent work hand in hand, driving innovation while maintaining the human values that underpin successful businesses.

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