Tech Shifts Redefining Industry Playbooks

Q1. Could you start by giving us a brief overview of your professional background, particularly focusing on your expertise in the industry?

I have spent the last 15 years shaping product strategies for Fortune 100 companies, bridging the gap between technology and business value. My work revolves around translating market needs into actionable product visions—whether driving digital transformation in ServiceNow’s AI-powered platforms or revolutionizing customer experiences in hospitality and e-commerce.

I specialize in:

End-to-end product leadership:From ideation (Generative AI tools, chatbots) to execution (award-winning LMS platforms like Percipio).

Cross-domain agility:Hands-on experience in HRMS, portfolio management, retail tech, and Healthcare with a knack for adapting best practices across industries.

Data-driven Decision-Making:Leveraging AI/ML (Azure OpenAI, NowLLM) and analytics (Tableau) to prioritize features that drive retention (e.g., 20%+ B2B customer retention lift at ServiceNow).

Q2. How is IT spending segmented within each sector (E-commerce, Retail, Banking)? Which segments are seeing the most significant growth and why?

E-commerce

Growth areas:AI-driven catalog personalization (e.g., NewMine’s 20% return-rate reduction), BOPIS integrations, and real-time inventory analytics.

Why?

Consumers demand hyper-personalization, so retailers invest in tools to predict demand and streamline fulfilment. This reduces the return rate of products.

Retail

POS modernization (touchscreen redesigns…