With so few opportunities to travel overseas, it was an immense pleasure to travel and combine it with being hosted by some of the leading technology companies in the world, and a range of inspiring and knowledgeable industry colleagues, from within government and industry.
This was the May 2022 United States Trade Delegation for the Australian Information Industry Association (AIIA) – Australia’s peak body representing the information and communications technology industry. It was the AIIA’s first trade delegation since November 2019. In the world of digital technology, there has been an enormous amount of change in those two and a half years, most of which were pandemic affected. The digital technology sector has played a massive role over this time. So, what has changed, and what did we learn?
Artificial Intelligence
In 2019, it was the shiny new toy in the playground, and we saw two ways in which this toy was being played. Some of our hosts were accelerating adoption as quickly as they could, talking a “big game”, and addressing ethics concerns with lots of reassuring words. The other group was more like the supervisors in the school yard, advising caution, the need for considered debate, and not getting too far ahead of public expectations.
In 2022, there was more alignment and more maturity. Client choice in adoption of AI into product suites, ethics, and the need for social license was front of mind. There was a recognition that there are risks albeit the discussion was more nuanced than usual, that the public should be more engaged and consulted, that regulation may be necessary while realizing it may also be too early for that, as there remains more to understand and consider e.g., Intel, IBM, AWS, ServiceNow.
There was strong and unified leadership presented present.
Cybersecurity
In 2019, there were minimal references to cybersecurity. In 2022, it featured in the majority of presentations to varying degrees, with some presentations being dedicated solely to cyber. We learned about companies’ own cybersecurity practices and various cyber threats and how they are managing them, nation state actor cyber activity, and Ukraine’s defence of its own assets from Russian attack - including some examples of coordinated cyber-military attacks.
The presentations were again all highly informative and interesting as well as another opportunity to see the reality of the risks in this area.
Supporting Customer Transformation
In 2019, some hosts presented on how they align to customer’s needs and supported their transformation objectives but there was generally a very strong product and service development focus, demonstrating their features and capabilities. This made for interesting viewing but also portrayed a very internal focus from many of our hosts.
In 2022, more of our hosts focused on how they are understanding and aligning to their customer’s needs and aiming to support their customers as they digitize and transform e.g., SAP, CISCO, IBM, Infosys, Adobe, Apple. This included their products and services but went beyond that with more empathy shown for the challenging journey their customers face with transformation and how they would support this.
This seemed genuine and is a good thing in my view. Perhaps, it is a recognition of how difficult the last few years have been for everyone and the heightened need for continuing the transformation journey.
Customer Experience
In 2019, there was some but limited focus on customer experience. As outlined above, there was a lot of talk about features and capabilities and the investment that was being made in these areas, including AI.
In 2022, consistent with the greater focus on supporting customers, there were also more references to customer experience. This was reflected in presentations on our hosts purpose and objectives, such as CISCO, AWS and Salesforce, and in presentations on products and services e.g., SAP, ServiceNow, Infosys, Adobe.
This could be that they targeted their presentation in-line with the Australian Government representative’s interests in this area or it could be a core part of their story. Either way, it was good to see a stronger focus on customer experience.
Enabling data use cases
In 2019, there was a lot of discussion on data, data management, and the data required to feed AI. The discussion on effective use and untapped value was a consistent theme throughout.
In 2022, data was a given. There was acceptance that we all have it, we are all managing it, and there is much that can be done with it. So, there was less discussion on data, but those presentation/discussions that did occur were focused on particular problem areas. Specific data management challenges, highlighted by the Info-Tech, Intel, and IBM hosts, and new technology to support improved data management across domains (e.g., Snowflake) were topical.
Supporting Work from Home
In 2019, this was not a thing. There was the emergence of Teams, the rise of Zoom, and the response from Webex. Microsoft and CISCO profiled their capabilities in this area as they embarked in competition for the space, although nobody knew what was around the corner.
In 2022, we have all been through the work from home phenomena. All host organisations had also been dealing with the same challenges. Some are adopting a largely remote workforce, and some are working towards a hybrid. None are planning on a return to full on-site work. Several hosts did profile how they are catering for this remote/hybrid working arrangements in their products and services and how they can support their clients in this area e.g., SAP and CISCO.
Interestingly, some hosts noted that they had offered work from home pre-pandemic, and they had now lost their staffing competitive advantage as everyone was allowing it.
Clearly, work from home is here to stay, and nobody has all the answers. Even the leading tech firms are grappling with it.
Community and Sustainability
In 2019, there was lots of talk of community responsibility. This was focused largely around accommodating staff interests for servicing or not servicing companies or projects that staff did or did not support.
In 2022, there was no talk about these types of issues. There was very solid performance and commitments in relation to sustainability and carbon footprint and clear evidence of our hosts demonstrating strong achievements in this area e.g., Salesforce and Infosys.
For further information on this sustainability topic from the delegation, and more, please also see AIIA General Manager, Policy, Simon Bush article here.
https://www.innovationaus.com/pockets-of-excellence-australia-is-a-leader-in-digital-govt/
List of Delegates
National and Multinational companies:
Government representatives from:
Mark Nicholls is a partner and CEO of Information Professionals Group as well as National Deputy Chair of the AIIA. Contact: mark.nicholls@informpros.com