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The landscape of cloud computing is fast and constantly evolving, representing an exciting frontier or the sky is the limit for technologically driven businesses, IT professionals and consumers. In this blog, we’ll explore key aspects of a future-proof cloud strategy, addressing both business executives and tech enthusiasts. Whether you’re floating among the clouds or firmly grounded, let’s dive into the essential elements of effective cloud adoption and/or migration.

“A Solution Looking for a Problem” versus “A Problem That Needs to be Solved”

Introduction The COVID-19 pandemic posed unprecedented challenges for the public transport sector, as operators had to balance the health and safety of their passengers and staff with the continuity and reliability of their services. A railway company, which serves more than 900,000 daily commuters, was no exception. To cope with the rapidly changing situation and the evolving needs of its customers, the rail company decided to launch a new mobile app feature called MoveSafe in June 2020. The mobile app feature aimed to provide real-time information on the occupancy level of trains. Objectives The main objectives of mobile app feature were to: Enhance the safety and comfort of travelers by giving them accurate and timely information on the occupancy level of trains. Encourage the use of public transport by restoring the confidence and trust of customers in the railway system. Support the management and optimization of the railway network by collecting and analyzing data on the travel patterns and preferences of customers. Innovate and differentiate the brand by offering a unique and user-friendly app. Methodology The mobile app feature was developed using an agile and customer-centric approach, involving the following steps: Identifying the needs and expectations of passengers. Designing and testing the mobile app feature and functionality. Launching and promoting the mobile app feature with the mobile app to the public through various channels, such as social media, website, email and press. Monitoring and evaluating the mobile app feature performance and user feedback through analytics, ratings and reviews. Conclusion The mobile app feature was a successful initiative that demonstrated how the rail company was able to respond to the COVID-19 crisis and meet the needs and expectations of its customers. The mobile app feature provided a safe and smooth travel experience for passengers. The mobile app feature is an example of how the rail company is committed to enhancing the mobility and well-being of its customers and society.

Artificial intelligence (AI) is transforming the world of business, creating new opportunities for business growth, efficiency increase, new ways of working and competitiveness. However, AI also poses significant challenges and risks, such as ethical dilemmas, human rights violations, social disruption and legal uncertainty. How can businesses ensure that they use AI responsibly and in compliance with the law (EU Act on AI)? How can they benefit from the EU Act on AI, which aims to establish a common framework for trustworthy and human-centric AI in the European Union? AI is global and impacts everyone, as a general-purpose technology (GPT). In this blog post, we will explore these questions and provide some guidance for businesses that want to embrace AI in an ethical way and as an additional business asset. The Threats and Risks of Artificial Intelligence AI is a powerful and fast evolving technology that can be applied to any domain, industry or sector, such as health, education, transport, finance, security, entertainment, military, etc. However, AI also comes with many significant threats and risks, for individuals, for organizations, for businesses and for society. Some of the main challenges and concerns related to AI are: Ethical issues : AI can raise ethical questions about the values, principles and norms that guide its development and use. For example, how can we ensure that AI respects human dignity, autonomy, privacy and fairness? How can we prevent AI from discriminating, manipulating or harming people? How can we balance the benefits and risks of AI for different stakeholders and groups? Human rights issues : AI can affect the protection of human rights, such as liberty, security, privacy, expression, education and work. For example, how can we ensure that AI does not infringe on people's rights to privacy and data protection, especially when it involves personal or sensitive data? How can we ensure that AI does not violate people's rights to freedom of expression and information, especially when it involves content moderation, censorship or disinformation (hallucinations)? Social issues : AI can have social impacts, such as changing the nature of work, education, communication and culture. For example, how can we ensure that AI does not create or strengthen social inequalities, such as the digital divide, the gender gap or the skills gap? How can we ensure that AI does not erode social cohesion, trust and democracy, especially when it involves polarization, radicalization or manipulation? How can we ensure that AI does not threaten social diversity, identity and creativity, especially when it involves homogenization, stereotyping or imitation? Legal issues : AI can create legal uncertainty, such as the lack of clarity, consistency, and accountability in the regulation and governance of AI. For example, how can we ensure that AI complies with the existing laws and regulations, such as the EU General Data Protection Regulation (GDPR), the EU Charter of Fundamental Rights or the EU Product Liability Directive? How can we ensure that AI is subject to effective oversight, audit and enforcement mechanisms, such as the EU Data Protection Authorities, the EU Fundamental Rights Agency or the EU Court of Justice? Who is liable and accountable for AI actions and outcomes, especially when it involves autonomy, complexity or unpredictability? Many questions and there and still many more. Based on how the technology will continue to evolve, there will still be more questions to come. How to Address the Threats and Risks of Artificial Intelligence To address the threats and risks of AI, businesses need to adopt a responsible and ethical approach to AI development and use, based on the principles of trustworthiness and human-centricity. Some of the key steps and measures that businesses can take to achieve this are: Ensure an AI governance system : Businesses should ensure an AI governance, which is a set of policies and standards that regulate and monitor the AI development and use within the company or organization. The AI governance should also include the mechanisms and tools that enable the oversight, audit, enforcement of an AI framework and the AI impact assessment. The AI governance should be transparent, accountable and participative, involving the relevant stakeholders, such as the employees, customers, partners, regulators, society or academia. Implement an AI framework : Businesses should implement an AI framework, which is a set of guidelines and procedures which align with the values, principles and norms that should guide the AI development and use. The AI framework should also specify the roles and responsibilities of the different actors involved in the AI lifecycle, such as the developers, providers, users and regulators. The AI framework could also be aligned with the applicable ethical and legal frameworks, such as the EU Ethical Guidelines for Trustworthy AI, the OECD Principles on AI or the UN Guiding Principles on Business and Human Rights. Conduct an AI impact assessment : Before developing or deploying an AI solution, businesses should conduct an AI impact assessment, which is a systematic and comprehensive analysis of the potential impacts and risks of the AI solution. The AI impact assessment should also identify the mitigation measures and safeguards that can be implemented to prevent or minimize the negative impacts and risks of the AI solution. When there are already existing AI solutions, an AI impact assessment should still be done on all the existing AI solutions. Implement, deploy and monitor AI risk mitigation measures and safeguards : Based on the above three described activities, there are several risk migration measures and safeguards that need to be implemented, deployed and monitored throughout the entire use of AI within businesses. To increase the trustworthiness and usage of the AI solutions. What is Good Governance of Artificial Intelligence for Businesses Good governance of AI for businesses is not only a matter of compliance and risk management, but also a matter of vision, strategy, opportunity and competitive advantage. By adopting a responsible and ethical approach to AI, businesses can benefit from the following advantages: Enhance trust and reputation : By demonstrating that they use AI in a trustworthy and human-centric way, businesses can enhance their trust and reputation among their customers, partners, staff, regulators and the public. This can also increase their customer loyalty, satisfaction and retention, as well as their market share, revenue and profitability. Improve quality and performance : By ensuring that their AI solutions are aligned with the ethical and legal standards, businesses can improve the quality and performance of their AI solutions, such as their accuracy, reliability, robustness and security. This can also reduce the costs and risks associated with the AI solutions, such as the errors, failures, breaches or litigation. Innovate and differentiate : By incorporating the ethical and social aspects into their AI development and use, businesses can innovate and differentiate their AI solutions, creating new value propositions and competitive advantages. This can also foster their creativity and diversity, as well as their collaboration and co-creation with the different stakeholders and experts. How the EU Act on Artificial Intelligence will Affect Businesses The EU Act on AI is a proposed regulation that aims to establish a common framework for trustworthy and human-centric AI in the European Union. The EU Act on AI will affect businesses in several ways, such as: Classify AI solutions according to their risk level : The EU Act on AI will classify AI solutions into four categories, based on their potential impact and risk on the ethical, human rights, social and legal aspects. The four categories are: prohibited AI solutions, high-risk AI solutions, limited-risk AI solutions and minimal-risk AI solutions. Depending on the category, different rules and obligations will apply to the AI solutions, their providers and users. Set requirements and obligations for AI solutions : The EU Act on AI will set specific requirements and obligations for AI solutions, such as data quality, technical documentation, human oversight, transparency, accuracy, robustness and security. The providers and users of AI solutions will have to comply with these requirements and obligations, as well as to conduct an AI impact assessment, implement an AI ethics framework, and ensure an AI governance system. Establish a European AI Board and national AI authorities (work in progress) : The EU Act on AI will establish a European AI Board and national AI authorities, which will be responsible for the coordination, supervision, and enforcement of the EU Act on AI. The European AI Board and the national AI authorities will also provide guidance, support and advice to the providers and users of AI solutions, as well as to the other stakeholders and experts. Create a European AI Trustmark (AI4Copernicus) and a European (Regulatory) AI Sandbox : The EU Act on AI will create a European AI Trustmark and a European AI Sandbox, which will be voluntary schemes that aim to promote and facilitate the development and use of trustworthy and human-centric AI in the European Union. The European AI Trustmark will be a label that certifies that an AI solution complies with the EU Act on AI and the EU Ethical Guidelines for Trustworthy AI. The European AI Sandbox will be a testing environment that provides access to data, infrastructure, and expertise for the experimentation and validation of AI solutions. The EU Act on AI is expected to enter into force in 2024, after the approval of the European Parliament and the Council of the European Union. After these approvals a local translation of the act will still need to be done on the local government level (Target: April 2026). The EU Act on AI will have a significant impact on the AI landscape in the European Union, as well as in the global market. Therefore, businesses should start preparing for the EU Act on AI, by assessing their current and future AI solutions, implementing the best practices and standards for trustworthy and human-centric AI, and engaging with the relevant stakeholders and experts. Are you ready to navigate the challenges and opportunities of AI for your business? Contact us today to learn how our consulting, coaching, and training services can help you ensure responsible and ethical AI development and use, comply with the EU Act on AI, and benefit from the advantages of good AI governance. Don't miss out on the chance to enhance your business's trust, reputation, performance, and competitiveness with our expert guidance. About the author: Steven Ackx knows so much about AI, he's probably a bot himself! Steven Ackx, DX Gladiators, February 2024

Introduction A consultancy firm is a global network of professional services firms that helps its clients create value and solve complex business problems. A consultancy firm offers a range of services, including audit and assurance, tax and legal, consulting, and deals. One of the key drivers of a consultancy firm's success is its ability to innovate and adapt to the changing needs and expectations of its clients. To support its innovation strategy, a consultancy firm decided to create a dedicated facility that would provide a collaborative and immersive environment for its clients and staff to co-create solutions, test ideas, and learn new skills. This facility, called Experience Center, was designed to be a hub of creativity, technology, and expertise, where a consultancy firm could showcase its capabilities and deliver value-added services to its clients. This document presents a case study on the creation, construction and setup of the Experience Center, focusing on the objectives, challenges, solutions, and outcomes of the project. It also highlights the key features and benefits of the facility, and how it supports the firm's vision of being the leading innovator in the professional services industry. Objectives The main objectives of the Experience Center project were to: Build a physical space that would enable a consultancy firm to offer a range of innovation services to its clients, such as design thinking, prototyping, user testing, digital transformation and agile delivery. Create a flexible and modular environment that could accommodate different types of activities, events and workshops and cater to the diverse needs and preferences of the firm's clients and staff. Integrate the latest technologies and tools that would facilitate collaboration, communication and creativity, and enhance the user experience and engagement. Establish a culture of innovation and learning that would inspire a consultancy firm's staff and clients to embrace new ways of thinking and working and foster a community of innovators and change-makers. Challenges The Experience Center project faced several challenges, such as: Finding a suitable location and space that would meet the requirements and specifications of the project and comply with the health and safety standards and regulations. Designing and constructing the facility within a tight budget and timeline and ensuring the quality and functionality of the deliverables. Selecting and installing the appropriate technologies and equipment that would support the various innovation services and activities and ensure the reliability and security of the systems. Training and educating the staff and clients on how to use the facility and its features, and how to apply the innovation methodologies and tools. Measuring and evaluating the impact and value of the facility and its services and collecting feedback and insights from the users and stakeholders. Solutions To overcome the challenges and achieve the objectives, the Experience Center project adopted the following solutions: Conducting a thorough market research and feasibility study to identify the best location and space for the facility and negotiating with the landlords and contractors to secure the deal and manage the costs. Applying the design thinking and agile principles to the design and construction process and involving the users and stakeholders in the co-creation and testing of the facility and its features. Partnering with the leading technology vendors and providers to source and install the most advanced and suitable technologies and equipment for the facility and ensuring the integration and compatibility of the systems. Developing and delivering a comprehensive training and education program for the staff and clients on how to use the facility and its features, and how to apply the innovation methodologies and tools. Implementing a robust measurement and evaluation framework to assess the impact and value of the facility and its services and collecting feedback and insights from the users and stakeholders. Outcomes The Experience Center project resulted in the following outcomes: A state-of-the-art facility that provides a range of innovation services to clients, such as design thinking, prototyping, user testing, digital transformation, and agile delivery. A flexible and modular environment that can accommodate different types of activities, events, and workshops, and cater to the diverse needs and preferences of the clients and staff. A cutting-edge technology platform that facilitates collaboration, communication, and creativity, and enhances the user experience and engagement. A culture of innovation and learning that inspires staff and clients to embrace new ways of thinking and working and fosters a community of innovators and change-makers. A positive impact and value for its clients, in terms of increased customer satisfaction, loyalty and retention, improved service quality and delivery, enhanced brand reputation and differentiation, and higher revenue and growth. Conclusion The Experience Center project was a successful and innovative initiative that demonstrated the commitment and capability to deliver value-added services to its clients and to position itself as the leading innovator in the professional services industry. The project also showcased the benefits and best practices of applying the design thinking and agile principles to the design and construction process and involving the users and stakeholders in the co-creation and testing of the facility and its features. The project also highlighted the importance and challenges of selecting and installing the appropriate technologies and equipment, and training and educating the staff and clients on how to use the facility and its features, and how to apply the innovation methodologies and tools. The project also provided a robust measurement and evaluation framework to assess the impact and value of the facility and its services, and to collect feedback and insights from the users and stakeholders. The Experience Center project was a model of excellence and innovation, and a source of inspiration and learning for the firm and its clients.

However, with the advent of virtual reality (VR), augmented reality (AR), mixed reality (MR) and extended reality (XR), we now have powerful tools to bridge this gap. These immersive technologies offer unique opportunities to enhance training courses, providing realistic and interactive experiences that were previously impossible. In this blog post, we'll explore the value these technologies bring to complex courses and the prerequisites necessary to deliver high-quality training experiences. Value of VR, AR, MR and XR in training: 1. Realistic simulations: VR, AR, MR and XR technologies enable trainees to interact with artificially created environments that closely resemble real-life scenarios. This realism enhances the effectiveness of training by allowing learners to practice in a safe yet immersive setting. For example, in medical training, surgeons can practice delicate procedures in virtual environments, sharpening their skills without jeopardizing patient safety. AR and MR make the combination of the virtual setting together with the real environment. XR is the combination of the first 3. 2. Cost reduction: Many specialized training courses involve expensive equipment, locations, or materials. By implementing VR, AR, MR or XR, organizations can reduce costs associated with these traditional training methods. Trainees can access virtual environments that mimic or build on real-world settings, eliminating the need for costly physical resources. In some cases, a specific topic can easily be repeated or exercised multiple times from any location at any time. 3. Safety enhancement: Certain training courses involve high-risk and hazardous environments, such as firefighting, military training, or mining. VR, AR, MR and XR can replicate these dangerous scenarios without putting trainees in harm's way. This way, learners can develop the necessary skills and knowledge to tackle such situations effectively, minimizing risks and ensuring their safety. 4. Interactivity and engagement: Immersive technologies enable hands-on experiences and active participation, fostering greater engagement among trainees. Learners can practice problem-solving, decision-making, and critical thinking in realistic contexts, which enhances the overall effectiveness of the training. Prerequisites for delivering high-quality experiences: 1. Hardware and software: To deliver high-quality VR, AR, MR or XR training experiences, organizations must invest in capable hardware and software systems. This includes powerful computers, VR headsets, AR smart glasses, controllers, and specialized software platforms. These components must be capable of rendering realistic visuals, processing complex interactions, and delivering seamless experiences. 2. Content development: Developing engaging and interactive training content is crucial for effective learning experiences. Skilled content developers should create accurate and realistic virtual environments, scenarios, and simulations. A well-designed training program needs to align with specific learning objectives, effectively incorporate interactive elements, and allow for user feedback and assessments. In some cases, this requires a higher initial setup cost, this should not be compared to one physical session but to a repetition of multiple sessions, offering the flexibility of at any place, at any time. 3. User experience design: Creating immersive training experiences requires a user-centric design approach. User experience (UX) designers must focus on designing intuitive user interfaces, seamless navigation, and interactive features that enable trainees to interact with the virtual environment easily. Intuitive controls and interfaces are essential for minimizing the learning curve and maximizing user engagement. In most cases this requires many different possible (sub)scenarios. 4. Analytics and assessment: Tracking and analyzing trainees' performance and progress during VR, AR, MR or XR training is vital. Integration of data analytics and assessment tools within the training system enables instructors to evaluate trainees' competencies, identify areas of improvement, and provide targeted feedback. Virtual reality, augmented reality, mixed reality, and extended reality technologies have the potential to revolutionize training courses across various industries. By providing realistic experiences, reducing costs, ensuring safety, and enhancing engagement, these immersive technologies can significantly improve the effectiveness and efficiency of complex and dangerous training programs. However, to deliver high-quality experiences, organizations must invest in the right hardware and software, develop engaging content, focus on user experience design, and incorporate performance analytics. Only by meeting these prerequisites can training courses truly benefit from the transformative power of VR, AR, MR and XR. Remember, the future with AI-powered technologies like Generative AI is even more exciting, as they continue to advance and provide even more possibilities for enhancing training experiences.

ChatGPT, powered by OpenAI's advanced generative AI technology, has the power to revolutionize the way businesses communicate with their customers and employees. It is an AI language model that facilitates responsive and engaging conversations, making it an invaluable asset for customer support, sales, content creation, and employee support, among other use cases. One of the primary attractions of ChatGPT lies in its ability to provide round-the-clock support. With its scalability and responsiveness, businesses can ensure consistent and personalized assistance to their customers and employees, even during peak hours. By employing ChatGPT, companies can reduce the burden on human agents, enhance customer satisfaction, increase staff happiness and ultimately, improve their bottom line. Generative AI is also a powerful technology for sales and content teams. Its natural language processing capabilities allow it to generate relevant and persuasive responses tailored to specific customer inquiries. As a result, businesses can leverage ChatGPT to assist sales representatives by providing on-demand product information, engaging potential customers, and even generating sales pitches or proposals. Beyond customer support and sales, ChatGPT is an invaluable asset for content creation. It can generate blog posts, articles, and social media content with relative ease. Utilizing this AI language model can significantly streamline content creation processes, especially for businesses that prioritize maintaining an active online presence. Looking ahead, the future of generative AI holds immense potential. GPT-3 and GPT-4 have showcased remarkable capabilities, but they only scratch the surface of what's to come. The ongoing research and development efforts, aim to take generative AI to even greater heights. More and more Generative AI will become present in everything we do in our private and professional lives. The business value of generative AI extends beyond ChatGPT. As the technology progresses, we can expect more sophisticated models that enable creative problem-solving, design & development assistance, and even virtual collaborative workspaces. These advancements will empower businesses to enhance productivity, foster innovation, and create new opportunities in various sectors. However, as with any emerging technology, we must be mindful of the ethical considerations associated with generative AI. Balancing innovation and responsible use are crucial to ensuring that AI benefits humanity. OpenAI should remain committed to develop robust ethical frameworks and working with policymakers to drive awareness and establish guidelines for responsible AI usage. In conclusion, ChatGPT and Generative AI in general offer significant business value by revolutionizing customer support, sales processes, content creation, and employee support. The future of generative AI holds immense potential for transforming various industries, from problem-solving to virtual collaboration. As we embrace these advancements, let us do so responsibly, ensuring that the benefits of AI are harnessed for a better society.

Setting the Scene A national railway company, operating more than 3,000 trains and serving over 200 million passengers per year was looking for a new mobile solution for their train managers. One of the key roles in operating trains is the train manager, who is responsible for checking tickets, providing information, ensuring safety, activate departure procedure and reporting incidents on board the trains. To perform their tasks efficiently and effectively, train managers need access to reliable and up-to-date information, as well as the ability to communicate with other staff in real time. However, the train managers were still using outdated and cumbersome devices, such as paper tickets, handheld scanners and radios, that limited their mobility, productivity and customer service. To address this issue, the railway company decided to invest in a new mobile solution that would enable train managers to work smarter, faster and better. The railway company partnered with a leading provider of hardware solutions for the railway industry, to design a new device. The development of the software was done in-house and the business program and change management was done by external consultants. The Solution The new mobile solutions stands for an integrated train information system. It is a comprehensive mobile solution that consists of two main components: a software application/platform and a hardware device. The software application is a user-friendly and intuitive interface that runs on a mobile device and allows train managers to access and manage various types of information. The hardware device is a rugged and portable terminal that connects the tablet to the company's network and ensures a stable and secure communication in areas where the cellular coverage is weak or unavailable. The device also has a GPS module that tracks the location and speed of the trains, as well as a panic button that triggers an emergency call to the control center in case of a serious incident. Benefits and Challenges of the Mobile Solution The new mobile solution has brought several benefits to the train managers, such as: Improved efficiency and productivity: Train managers can perform their tasks faster and easier, as they have all the information and tools they need at their fingertips, without having to carry multiple devices or rely on paper documents. Enhanced customer service and satisfaction: Train managers can provide more accurate and timely information to the passengers, as well as offer more personalized and flexible services, such as selling tickets on board or making special announcements. Increased safety and security: Train managers can monitor and report any issues or risks that may affect the safety and security of the passengers and the trains, as well as communicate with the control center and other staff in case of an emergency. Reduced costs and environmental impact: Train managers can save money and resources by using less paper, ink and electricity, as well as reduce the carbon footprint of the railway company. However, the new mobile solution also faced some challenges during its study, procurement, design, development, and roll-out phases, such as: Technical complexity and compatibility: The new mobile solution had to integrate with the existing systems and infrastructure of the railway company, as well as comply with the standards and regulations of the railway industry, which required a high level of technical expertise and coordination. User acceptance and adoption: The new mobile solution had to meet the needs and expectations of the train managers, who had different levels of experience and familiarity with technology, as well as different preferences and habits, which required a user-centered approach and extensive user involvement. Change management and training: The new mobile solution had to change the way the train managers worked and interacted with the passengers and other staff, which required a clear and consistent communication and support strategy, as well as a comprehensive and tailored training program. Our Involvement, From Strategy through Execution With proven experience in the rail sector and the field of mobile ticketing, we worked on the new solution. Involved from the very beginning and taking the role of program/project management office, we were involved in every step, from strategy to execution. Although our role went far beyond that of a traditional project management office to include planning, administration, budgeting, communications to staff and the board of directors, and more, to the delight of the railway company. Initially, we shadowed train managers to gain a complete understanding of their job and the issues they faced. A concept study listed issues and created design flow for the new solution. The focus was very much on transforming the work of the train manager as a key representative of the operator’s business. We supported the RFP process, helping define and set detailed requirements and criteria for the solution. Requirements were set based on research undertaken with more than 250 train conductors via roadshows and a questionnaire. Security and privacy were to be built in by design. We monitored and managed the tender process to make sure it adhered to requirements and legal expectations, and to prevent procurement issues and later dispute with selected suppliers. Regular status meetings were held throughout the project to make sure that all parties adhered to the plan and roles and responsibilities were clear. When issues arose, they were dealt with as a tea, with everyone kept in the loop to find solutions as quickly as possible. The program/project management capabilities proved invaluable as did our change management experience. While the former solution was frustrating users, learning a new system may also prove to be a challenge. We were involved in briefing pilot testers and communicating about the project from the beginning to help create a positive atmosphere for change. Feedback was acquired in the field and acted on. Conclusion The mobile solution is a successful example of how technology can transform the railway industry and improve the performance and satisfaction of both the staff and the customers. The mobile solution has enabled the train managers to work more efficiently, effectively and safely, as well as to provide more reliable, convenient and friendly services to the passengers. The mobile solution has also demonstrated the value and importance of a collaborative and user-oriented approach to the design, development, and roll-out of a mobile solution, as well as the need for a continuous and adaptive evaluation and improvement of the solution.