Human touch in AI: The future of enterprise technology

We were thrilled to catch up with Vinod Muthukrishnan as part of our flagship interview series, "Wintage Club Conversations" last month. Vinod has had a uniquely diverse career journey, starting at the Merchant Navy, transitioning into a strategy and global sales role in a Fintech startup, before going on to becoming a co-founder and CEO of CloudCherry which was acquired by Cisco in 2019. Today, Vinod leads all things customer experience at Uniphore, one of the largest B2B AI-native organizations.

When asked about his learnings from his journey so far, Vinod said, "I've learned that a small group of highly motivated, skilled, and mission-oriented people can do anything."

This blog delves into the insights shared by Vinod, shedding light on the pivotal moments and strategies that have shaped the enterprise tech landscape. You can watch the full interview here.

The mass commercialization of enterprise tech

Vinod recalls a time not so long back when, if you said you worked in 'enterprise tech', no one knew or cared about what you did. Today for the first time, thanks to ChatGPT, your parents, children, neighbors, friends, and most importantly your customers have all experienced the power of what AI can do. Vinod calls this the 'mass commercialization of enterprise technology’; this has been incredibly emancipating for Uniphore.

Earlier, individual buyers would come in to buy an enterprise AI product without the budget backing, and there would be a need to sell the purchase internally. Now, boardroom conversations are around how an organization needs to be using AI. Large enterprises are also no longer looking for an AI 'product' but rather for AI strategy partners and platforms. Vinod says this has been a tectonic shift.

3 attributes enterprise AI tech buyers value

When discussing this shift in attitude towards enterprise AI tech, Vinod outlined three key attributes that buyers look for in an enterprise technology vendor:

1. Being AI-native: Buyers care about whether your organization has worked foundationally with AI over the years, or if you're just looking to ride the latest tech wave.
2. Platform over products: AI is still evolving so your buyer's needs are not determinate. They're looking for a platform that will continue to evolve with them and match their needs at every stage.
3. Strategic AI partner: While everyone is looking to implement AI to boost productivity and efficiency, organizations don't always have a clear idea of what that looks like for their company or their industry. They're looking for more than just a vendor,

AI is core to Uniphore's strategy

Internally, Uniphore has embraced AI as not just a tool but a core component of its strategy. Vinod shared that over the last several months his organization has automated processes, enhanced efficiency, and accelerated its operations. He said, "You can't be an AI-native company working in AI for 16 years, spreading the AI gospel, and then not using it internally." Uniphore embodies the true essence of an AI-native company.

Making digital interactions more human in 2024

Looking ahead, Uniphore has set ambitious goals for 2024, focusing on aggressive top-line growth, net retention, and account expansion. The company views its relationship with clients not as transactional but as a partnership, aiming to drive mutual success. A key part of this strategy is hiring the right people who fit into the company's culture, underscoring the belief that the future of enterprise AI is human.

Vinod shares that Uniphore's vision for the future is clear: to make digital interactions more human. The company believes that technology should enhance efficiency and predictability while making processes more human-centric. This vision is not just about improving customer interactions but about redefining the role of AI in enterprise technology.

Check out the full video for an in-depth conversation with Vinod? You can watch it below.