73 processes and leadership as it does on technology. The organisations seeing the strongest results start with the customer or employee experience they want to create and work backwards from there. Everyone is talking about AI agents. What do you think business leaders are getting right and wrong about them? What they’re getting right is that agents represent the next phase of AI adoption. Moving from AI that assists people to AI that can execute tasks on their behalf creates significant opportunity. Where leaders can go wrong is treating agents as a shortcut to transformation. Agents are only as effective as the processes, data, governance and business logic behind them, and automating a broken process simply creates faster inefficiency. The most successful organisations are treating agents as part of a broader operating model transformation. When you look ahead five years, what would convince you that Synergy Technical’s AI-native transformation succeeded? Five years from now, success won’t be defined by how much AI we deployed. It will be measured by the outcomes we helped create and the opportunities we unlocked. I’ll consider this transformation successful if our customers are measurably more productive, innovative and competitive, and if our employees are empowered to do more meaningful work because AI has removed friction from their daily experience. I’ll also consider it successful if Synergy helped define what responsible, outcomes-driven AI-native transformation looks like. Ultimately, success means being the partner our customers point to when they describe how they got ahead and stayed there and felt in control every step of the way. Synergy Technical is using AI to carry out repetitive tasks quicker and dedicate more time towards higher-value customer interactions Photo: iStock/Charday Penn
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