A major focus of the conversation was the rapid rise of AI technologies such as GPT (Generative Pre-trained Transformer) and the question many leaders are now asking: how is AI reshaping the future of business transformation?
One clear example of this shift is Salesforce, which recently announced plans to invest $4 billion in AI over the coming years. The investment highlights the increasing role AI is expected to play in improving business operations and customer experiences.
One practical application already gaining traction is the ability to summarise complex call data. AI systems can now condense conversations into clear summaries, allowing the next customer service agent to quickly understand the context of an interaction and respond more effectively.
However, the impact of AI goes far beyond summarising information. A significant shift is emerging in the way professionals interact with technology through “prompting.” Prompting refers to the ability to guide AI systems with clear instructions or queries in order to generate useful responses or actions. As AI tools become more embedded in business processes, this skill is quickly becoming essential for professionals across both technology and operational roles.
There is, of course, ongoing debate about whether technologies like GPT will threaten jobs. Yet the discussion highlighted a more nuanced reality. Rather than replacing people outright, AI is more likely to augment human capabilities by removing repetitive tasks and allowing employees to focus on higher-value work.
In areas such as customer service, this could even strengthen the human element. With AI handling routine analysis and summarisation, employees can spend more time delivering personalised interactions and resolving complex issues.
AI is also beginning to reshape how transformation programmes themselves are delivered. Tools such as Elements Cloud can now use AI to analyse business processes and automatically generate user stories—a task that previously required significant manual effort.
As a result, roles within transformation teams may evolve. For example, business analysts may spend less time writing user stories and more time designing and optimising processes, such as User Process Models (UPM).
A Balanced Approach to AI Transformation
AI’s influence on business transformation is expanding rapidly. From improving customer interactions to redefining how transformation programmes are designed, the technology is becoming an integral part of the modern enterprise.
However, the most successful organisations will adopt a balanced approach—using AI to enhance efficiency while maintaining the human judgement and creativity that drive meaningful change.
As the conversation with Rashmi Pandya made clear, AI is not simply another technology trend. It is becoming a foundational capability that will shape the future of business transformation.
