Navigating digital transformation and innovation in IT/ITES sector: Anup Purohit, CIO, Wipro

Anup Purohit, Global CIO at Wipro, recently discussed navigating digital transformation and fostering innovation within the Information Technology Enabled Services (IT/ITES) sector with Dataquest. Anup leads Wipro's digital transformation efforts through its newly established IT vertical, known as 'Business Integrated Technology Solutions (BiTS)'. His main focus is on restructuring technology and business systems to align with organizational objectives. Key objectives include enhancing digital security measures, building trust, developing AI and ML-powered data lake platforms for business intelligence, and nurturing an innovative culture within the company. With a strong background in BFSI, Purohit highlights the significance of hands-on management and real-time technology in serving millions of customers across diverse channels. As he transitions into the IT/ITES domain, he emphasizes the importance of constant vigilance and a non-siloed approach to technology and security. Purohit's strategy revolves around consolidating shadow technology, implementing responsible AI frameworks, and fostering a culture of innovation.

DQ: With your rich background in the banking and financial services sector, how has your experience shaped your approach towards leading Wipro's digital transformation journey, particularly in terms of rearchitecting technology systems and strengthening digital security?

Anup Purohit: There are significant differences between the BFSI and ITES domains, I would say. In BFSI, one needs to be hands-on, managing real-time technology used by millions of customers across various channels like net banking, ATMs, wallets, or mobile banking. On the other hand, in ITES, we primarily deal with internal operations and B2B customers, lacking the direct interaction with end consumers. While we do have customer interactions, it's not quite the same as being directly involved in B2C interactions like in banking. The challenges in ITES is different and require constant alertness. The pace and velocity of the banking industry are unmatched, which is something I find missing in the IT sector. However, I've learned valuable lessons from my banking experience, such as consolidating shadow technology under one umbrella and adopting a non-siloed approach to technology and security. This hands-on approach, essential in any industry, has been crucial in implementing digital automation transformations in both sectors. While transitioning to a new domain like ERP in ITES, the fundamental principles remain the same: getting your hands dirty and ensuring logical solutions. Once you have the logic right, technical challenges become more manageable with the right team in place.

DQ: As someone who has been deeply involved in spearheading digital innovation strategies in your previous roles, could you highlight some key initiatives you've implemented at Wipro to foster a culture of innovation and drive technological advancements?

Anup Purohit: We started with a cultural shift, and this shift began with the realization that Wipro is its own largest customer. With 240,000 employees across 64 countries and a diverse technology landscape, we understood the need for change. We adopted a client-zero concept, where we test everything we offer to our customers on ourselves. Whether it's cloud solutions or security measures, we first ensure we would use them internally. Our journey towards digital transformation started with SAP implementation, aiming to create a single source of truth. Unlike the fragmented systems in banking, we integrated our processes from lead conversion to revenue recognition into one cohesive system. This transformation empowered us with valuable insights, allowing us to make data-driven decisions and streamline our operations. With our simplified processes and accessible dashboards, every member of our team has the tools they need to succeed. Our focus remains on making life simpler and more secure for our colleagues and customers, and this vision guides every aspect of our business and technological advancements.

DQ: Leveraging AI and ML for business intelligence seems to be a significant focus area for you. How do you envision these technologies transforming Wipro's approach to data analytics and decision-making processes?

Anup Purohit: In Wipro, we've recognized that embracing AI isn't just an individual decision; it requires a cultural shift and a mindset change. Fortunately, at Wipro, this change is happening from both the top down and the bottom up. This two-way approach is crucial because solely focusing on one direction would likely lead to failure. Starting from the board and management, there's a clear emphasis on fostering an AI-first mindset, akin to the mobile-first concept from years back. This mindset encourages everyone to think about how AI can be applied to solve problems. However, it's important to strike a balance to avoid overreliance on AI. To ensure this, we've implemented a gatekeeping mechanism to review AI solutions' applicability. At the ground level, we've instilled a culture of innovation and provided extensive training on AI and machine learning to empower employees. This dual approach ensures that AI adoption is holistic and sustainable.

Moving forward, our strategy revolves around leveraging existing solutions from partners, as well as developing in-house AI capabilities. We've adopted a "Zomato" model, where we opt for ready-made solutions when available and relevant. Additionally, we're collaborating with industry leaders and challengers to drive innovation. For instance, we've partnered with startups like AVAAMO to explore cutting-edge AI applications. Internally, we've developed platforms like Wipro’s internal chatbot, which streamline operations through conversational AI and provide access to essential information. However, not all tasks can be managed through conversational platforms. For complex tasks like contract management, we've created browser-based solutions to ensure ease of use and efficiency.

Looking ahead, our focus is on enhancing AI capabilities across various functions, from sales to operations. For example, we've deployed AI models to expedite the RFP response process, significantly reducing turnaround time. Moreover, we're exploring embedding AI into existing applications like Wipro One to automate tasks and improve decision-making. While we're still in the early stages of AI adoption, our commitment to innovation ensures that we remain at the forefront of this transformative technology.

DQ: How do you strike a balance between innovation and security, especially when implementing cutting-edge technologies like AI and ML, to ensure data privacy and maintain trust with clients?

Anup Purohit: Ensuring responsible AI implementation is a multifaceted endeavor, touching upon various domains. Firstly, there's considerable discussion about the concept of responsible AI, but translating this into actionable frameworks remains a challenge. Fortunately, I've had the privilege of collaborating with esteemed leaders in data privacy and security who've pushed me to establish robust security measures. Our approach to responsible AI revolves around four key areas: people, social impact, technology, and sustainability. In the realm of people, we emphasize fairness and transparency, ensuring AI benefits individuals rather than working against them. Socially, AI initiatives aim to foster community cohesion rather than division. From a technological standpoint, security by design is imperative, safeguarding both customers and corporate interests. Finally, sustainability concerns prompt us to optimize resource usage amidst exponential data growth. When evaluating AI solutions, such as a security company with AI capabilities, we meticulously consider security implications from every angle. Despite challenges like restricted access to proprietary code, we ensure contractual safeguards and comprehensive security assessments. This rigorous approach extends to internally developed solutions, subjected to stringent scrutiny before deployment. Addressing concerns about AI's potential negative impacts, education emerges as a vital tool. Encouraging responsible technology use is essential, reinforced by legal frameworks like GDPR. Ultimately, the onus lies on fostering a mindset that prioritizes ethical AI utilization, complemented by robust governance and regulatory measures. While no simple solution exists, continuous education and vigilance remain our best defense against potential misuse of AI technology.

DQ: Amidst the rapidly evolving technological landscape, how do you envision Wipro's digital transformation journey evolving in the coming years? Are there any emerging technologies or trends that you believe will significantly influence the trajectory of this journey?

Anup Purohit: Indeed, the importance of various technologies cannot be overstated, particularly within the manufacturing industry where niche applications are being explored extensively. I've personally witnessed the transformative impact of technology, such as when individuals venture hundreds of meters below the ocean's surface. This creates a metaverse-like experience, allowing real-time visualization of underwater environments and activities. However, it's crucial to acknowledge the high entry barriers associated with such technologies. While they yield promising results, the use cases are limited and require significant investment. Take blockchain, for example. Implementing it for tasks like automating stamp duty in India necessitates systemic changes across governmental frameworks, which is a monumental undertaking. In contrast, the beauty of AI and Gen AI lies in their accessibility. With established technologies readily available, all one needs is a relevant use case to begin implementation. This low entry barrier facilitates rapid gratification, aligning with today's demand for instant results. Leveraging pre-existing AI models, like LLM, streamlines the process further, enabling quick validation of solutions. In essence, while technological adoption hinges on factors like entry barriers and ROI, the agility and potential for quick wins offered by AI are undeniable. At Wipro, we recognize this potential and are deeply invested in harnessing AI's capabilities. Our commitment to AI is evident through dedicated resources and strategic initiatives aimed at maximizing its benefits across customer-centric, internal, and partner-focused domains. This comprehensive approach underscores our steadfast belief in the enduring significance of AI, positioning us at the forefront of innovation and progress in this rapidly evolving landscape.

DQ: Looking beyond Wipro's internal operations, how do you believe the organization's digital transformation journey is contributing to industry-wide innovation and thought leadership? What role do you see Wipro playing in shaping the future of IT/ITES landscape on a global scale?

Anup Purohit: Looking at it from both internal and external perspectives, I believe in the fundamental importance of being convinced of digital transformation ourselves before advocating it to our customers. At Wipro, we prioritize transforming our internal operations because, as I often emphasize, I am our biggest advocate when engaging with clients. For instance, in conversations about cloud migration, I draw on firsthand experiences and challenges, such as those shared by my colleagues. We don't just preach; we practice what we preach. This approach allows us to authentically demonstrate the value of our solutions to customers across industries, whether it's pharmaceuticals, banking, or e-commerce. By showcasing our internal successes and lessons learned, we assure clients of the tangible benefits they can expect. This commitment to authenticity and firsthand experience remains a cornerstone of our approach, ensuring that we deliver solutions that have been rigorously tested and proven effective across various domains.