< Previous20 edge_february 2024 cover story A s 5G technology continues its rollout around the world, innovators are already pondering what’s next. While widespread adoption of 5G is still in the early stages, industry players are envisioning the potential of 6G networks. Though still in the research phase, the technology promises wireless speeds and capacities that could transform our daily lives. Regionally, it is no surprise that the UAE, always a frontrunner in innovation, has started the ball rolling on a plan to launch the 6G network. Du, one of the country’s leading telecom players, has partnered with Huawei to explore 5.5G technology, a stepping stone towards full-fledged 6G. This ambitious move opens the door to a new era of connectivity that goes beyond the boundaries of our current technological landscape. The next-gen tech’s benefits extend far beyond the already revolutionary 5G technology. However, it is not merely an incremental upgrade; it is a leap into a fully integrated system that seamlessly combines the physical, digital, and human worlds. The expectations are monumental – 100 times faster than 5G, instantaneous communication between devices, consumers, and the environment. But the benefits go beyond speed; 6G is poised to transform the way companies process information, communicate, make decisions, and train employees. Beyond speed: 6G transforming the business landscape The opportunities presented by 6G are nothing short of revolutionary. From enhanced connectivity and real-time collaboration to immersive technologies and advanced AI, 6G promises to unlock new applications that will Unlocking new applications 6G combined with AI can give rise to new solutions around smart cities, precision agriculture, remote healthcare, and moreedge_february 2024 21 cover story reshape the business landscape. Enhanced connectivity, of course, takes centre stage as 6G promises seamless and ultra-fast networks, enabling employees to work from any corner of the globe without experiencing lags or communication delays. This enhancement aligns seamlessly with the burgeoning trend of remote work and the rise of digital nomads, transforming the traditional office landscape. Real-time collaboration emerges as a cornerstone of the 6G workplace experience. With the unprecedentedly low latency that 6G boasts, global teams can engage in real- time collaboration on projects, transcending geographical boundaries. This breakthrough in communication infrastructure not only fosters more efficient teamwork but also catalyses heightened productivity across diverse and dispersed teams. Immersive technologies also take a prominent role in the 6G-enabled workplace, marking a paradigm shift in how employees engage with their tasks. It will propel the widespread adoption of virtual reality (VR) and augmented reality (AR), revolutionising the realms of training, meetings, and presentations. The integration of advanced artificial intelligence (AI) and automation technologies is also an inherent part of the 6G workplace ecosystem. Leveraging the high-speed data transfer capabilities, organisations can seamlessly incorporate cutting- edge AI and automation, paving the way for more efficient processes and a significant reduction in human error. This shift allows employees to focus on higher-value tasks, unlocking new dimensions of innovation and productivity. Amid the evolving cyber threat landscape, 6G also emerges as a vital catalyst for robust workplace security. The technology assumes a crucial role in safeguarding sensitive information $281.45BN The expected global market value of 6G by 2030 Source: Statista Faster data speeds 6G user-experienced data rate is expected to reach 1,000 Mbps22 edge_february 2024 cover story a catalyst for bridging the digital divide. By providing high-speed internet access to remote and underserved areas, 6G democratises participation in the future of work. Geographical location ceases to be a barrier as more individuals gain access to the transformative potential of 6G, fostering a workplace that is truly inclusive and globally interconnected. and systems, introducing advanced encryption and authentication features. This fortified security framework becomes a shield against potential breaches and data theft, ensuring the integrity and confidentiality of businesses operating in the 6G era. Furthermore, 6G technology will play a role in driving inclusivity and accessibility, becoming The ‘Internet of Everything’ 6G can handle up to 10 million connected devices per square kilometresedge_february 2024 23 cover story Additionally, 6G is poised to introduce significant updates and advancements as it becomes widely implemented. One of the key areas of exploration is the metaverse. The digital world, united with the physical, is predicted to advance with 6G. Imagine having your metaverse representative icon, connecting with friends globally to attend a concert by your favourite musician. Carriers are already collaborating with metaverse platform suppliers to develop services such as stores, training, and device testing. In the workplace, 6G is set to redefine how we connect online. Instead of conventional 2D meetings, we will immerse ourselves in 3D digital spaces, where avatars make “real” eye contact, fostering a more engaging and interactive virtual environment. The advent of 6G will also revolutionise training experiences, with companies providing immersive VR and AR training that streamlines knowledge transfer and boosts retention. Healthcare, too, stands to benefit immensely from 6G. With lightning-fast data speeds, smart sensors could float through our bloodstream, monitoring and measuring every aspect of our health in real-time. This could revolutionise healthcare from a reactive approach to a predictive, personalised model, fundamentally altering how we care for our well-being. However, the journey to 6G is not without its challenges. As countries grapple with 5G-Advanced is a foundational catalyst for 6G, enabling new mission-critical applications with demanding requirements Ultra-low latency 6G promises near-instantaneous response times the deployment of 5G and prepare for 6G, a multitude of obstacles must be addressed. One significant challenge is the need for a robust infrastructure that can support the unprecedented speeds and low latency promised by 6G. The deployment of advanced technologies, such as extremely large antenna array massive MIMO (ELAA-MM) and virtual large carriers, requires meticulous planning and substantial investments. The security and trustworthiness of the 6G network pose another challenge. As connectivity increases and more devices become interconnected, ensuring the integrity of data and safeguarding against cyber threats become paramount. The industry must adopt stringent security measures and standards to protect users and businesses relying on this advanced network. As we stand on the cusp of the 6G era, the possibilities are limitless, and the challenges are formidable. The journey to 6G is not just about faster speeds; it is about transforming how we live, work, and connect with the world. While hurdles exist, the opportunities for innovation and advancement are unparalleled. The business impact of 6G will extend across industries, reshaping the way we operate, collaborate, and envision the future. As we brace for the commercial rollout of 6G in 2030, the world stands on the brink of a technological revolution that will redefine the very fabric of our digital existence. feature 24 edge_february 2024 1. Gen AI will move from a theoretical concept to a tangible and easily accessible reality In the last 18 months, while Gen AI sparked innovative ideas for reshaping the world around us, the practical implementation of scaled Gen AI initiatives has been limited. As we transition into 2024, the first wave of Gen AI enterprise projects is expected to mature, unveiling crucial aspects of the technology that were not fully grasped in the early stages. Looking ahead, Gen AI outcomes will Eyes on tomorrow Five technology trends shaping 2024 and beyond BUSINESS By Mohammed Amin F rom integrating AI in everyday business operations to the fortification of cybersecurity measures, the past year showcased technology’s efficiency and resilience. In 2023, terms like GenAI, cybersecurity, data, and multi-cloud seamlessly integrated into our daily conversations, setting the stage for an even more dynamic 2024. As we usher in the new year, let’s look at the top five technology trends that promise to elevate how organisations operate, collaborate, and deliver value to their customers.feature edge_february 2024 25 become more accessible and gain greater adoption and scale across organisations and verticals. Decision- makers will shift from broad experimentation to a focused strategy involving select Gen AI projects with genuine transformative potential. McKinsey estimates that Gen AI could add between $2.6 trillion to $4.4 trillion to the global economy annually. Quantum computing will also play a pivotal role in addressing the extreme computing demands of Gen AI, helping usher in a new era where AI tasks are distributed across a diverse set of computing architectures, including quantum processing units. 2. Zero Trust will gain the number one spot As AI becomes more accessible and data processing shifts to the edge, the expanded threat surface will heighten the need for a real Zero Trust architecture for businesses of all sizes. In 2024, Zero Trust will evolve from a buzzword to a real technology with real standards. Organisations will embed the Zero Trust philosophy within their business culture and make concerted efforts to uphold a good cyber resilience posture across their operations. Across the region, Zero Trust will mature to have defined parameters and certifications and become the default benchmark that organisations move towards. 3. Edge will be a strategic business ally Edge computing will continue its astronomical growth and will no longer be a technological bystander but a strategic ally, enabling faster processing times, reduced latency, and enhanced efficiency. As businesses extract value from data and unlock new transformative opportunities, the edge will play a crucial role in building new use cases and capabilities across many industries. For instance, the unprecedented rise of edge will be an early precursor to 6G. Expected to go mainstream by 2030, the synergy between Edge and 6G will support the demanding requirements of future technologies. 4. PCs will get more intuitive The PC will continue to evolve and become more sophisticated and powerful. AI will bring to life many features, such as non-text-based prompts for a two-way experience between humans and PCs. It will offer an engaging and collaborative experience, allowing users to co-create with voice, gestures, and visual commands, delivering on the promise of digital assistants. Tomorrow’s PCs will be equipped with AI-driven features such as advanced voice recognition, natural language processing, and intelligent automation to interpret our moods, facial expressions, tone of voice, or even a change in how one types for a much richer experience. 5. Future innovations will be purpose- driven and sustainable New advancements in technology will be guided by a clear sense of purpose. Future innovations will prioritise sustainability, prioritising environmental, social, and economic impact. Organisations will diligently scrutinise every facet of its business processes, encompassing R&D, product design, and the entire product lifecycle to minimise emissions, reduce environmental waste, and diminish the carbon footprint—all while optimising operational efficiency. Across the CEEMETA region, we see this in practice already. Whether it’s the UAE’s three main growth pillars underscoring sustainable projects, Saudi Arabia’s futuristic smart cities, or even the Green Industry Innovation Programme across key Central and Eastern Europe markets, tomorrow’s innovations will seamlessly combine cutting-edge technology with sustainable, purpose- driven solutions, reshaping the way we live, work and interact with one another. 2024 promises to be a catalyst for unparalleled opportunities, technological excellence, and growth. As we embrace these digital shifts, we have the chance to influence and foster the evolution of a modern sustainable business. Let’s not merely adapt; let’s shape the narrative, set the pace, and craft a future where we equip each other to thrive in tomorrow’s digital realm. “Edge computing will continue its astronomical growth and will no longer be a technological bystander but a strategic ally” Mohammed Amin, Vice President, CEEMETA, Dell Technologies $4.4TRN The predicted annual contribution of Gen AI to the global economy Source: McKinsey26 edge_february 2024 R ecent data shows that the UAE’s economy is set to expand by 3.4 per cent this year and four per cent in 2024, propelled by a resurgent non-oil sector. Economists say that an influx of tourists, government initiatives, and technological advancements are behind this momentum. Conversely, the UAE and the MENA region are witnessing a surge in business optimism and hiring plans, according to the “HR Evolution Perspectives 2023” report, a recent study we did at Darwinbox. The report reveals that eight in 10 companies in the country plan to increase their headcount in the next two years. However, organisations keen to hire new employees find themselves constrained by a typically lengthy, complex process, leaving them unable to respond swiftly to a dynamic economic landscape. Manual processes involve a lot of paperwork, data entry, and communication delays, which can slow the hiring process and frustrate candidates and hiring managers. By Chaitanya Peddi, Co-founder, Darwinbox Why HR needs an AI touch As HR steps into the digital era, discover how AI enhances the employee experience AI AI: Revolutionising HR This is where AI can play a crucial role. AI can help HR professionals streamline the recruitment process by automating resume screening, engaging candidates through conversational AI, supporting hiring managers with interview guides, and providing feedback to candidates. AI can also use data analytics to identify the best-fit candidates for each role, reducing bias and improving the quality of hire. This can save time and resources for HR and improve the candidate experience. For HR managers, AI can transform data into actionable insights that can help them optimise their talent strategy, identify talent gaps and opportunities, and measure the impact of their initiatives. This can enhance HR’s credibility, influence, and value to the business. Fostering employee well-being and productivity The employee experience (EX) has never been this important. In the study, UAE CXOs opinionedge_february 2024 27 opinion identified the inability to align culture and low employee productivity as a significant risk, with 38 per cent saying their organisation could not attune its corporate culture to changing business environments. This comes as a multi-generational workforce increasingly demands and expects varied experiences from their employers based on their personal and professional phases. AI resolves this divergence by providing personalised and timely employee support through chatbots and virtual assistants for seamless HR service delivery. AI can also use sentiment analysis to gauge employee emotions and well-being and offer suggestions to improve. This can increase employee loyalty, motivation, and productivity. The study also revealed that regional organisations struggle to accommodate hybrid work environments, pitting them against employees who have come to appreciate flexible work scenarios. Further friction is created over how remote workers manage their time, the source of many heated debates among adherents of return-to-office norms and work-from-home supporters. Technology can help bridge this gap. Integrating AI into information-sharing systems allows remote workers to quickly locate the necessary resources and answers to complete their tasks, reducing the time spent searching for documents. This efficient distribution of knowledge empowers employees to work independently while maintaining a sense of connection to their colleagues and the organisation. Beyond the scope of HR Tech, AI plays a role in improving collaboration and productivity through efficient live video conferences, complemented by real-time transcription, translation, and captioning features. Further, by analysing patterns in employee behaviour and performance, AI can identify areas for improvement and provide tailored recommendations for optimisation. AI-driven platforms can also match skillsets and interests for optimal team formation, creating virtual teams that work harmoniously to achieve common goals. Remote workers can engage in peer-to- peer learning and mentoring through AI-curated content and resources, fostering a sense of camaraderie and encouraging the exchange of valuable knowledge and experience. AI’s role in ESG investments and optimisation Sustainability has kicked into top gear as the region hosted the world for COP28 last year. The Darwinbox study reveals that financing of green initiatives is rising, with 67 per cent of CXOs expecting a rise in ESG investments. However, ESG is still a novel concept to many organisations, and many struggle to identify areas in which they can optimise their sustainability efforts and undertake effective reports. In this context, AI emerges as a valuable ally. Advanced algorithms can empower HR professionals to harness extensive data for insights into environmental, social, and governance considerations. In the realm of governance, AI can play a pivotal role in improving transparency, accountability, and compliance. Moreover, when it comes to Diversity, Equity, and Inclusion (DEI), AI can aid in collecting and analysing pertinent data, offering organisations valuable insights to enhance their commitment to diversity and sustainability. By leveraging AI, HR teams can navigate vast datasets to identify key indicators, allowing for more informed decision- making in fostering a diverse and inclusive workplace—a crucial component of sustainable business practices. AI in HR is not a futuristic concept but a present reality that is reshaping the way companies in the UAE and the MENA region work and manage talent. By embracing AI in HR, companies can not only achieve their business objectives but also create a positive impact on their employees, customers, and society. “AI in HR is not a futuristic concept but a present reality that is reshaping the way companies in the UAE and the MENA region work and manage talent” Actionable HR insights AI can refine talent strategies, identify gaps, and measure the impact of various initiatives28 edge_february 2024 trends Five significant AI-fuelled service trends for 2024 Artificial intelligence (AI) will revolutionise services, driving altogether new, and smarter use cases AI By Mark Breweredge_february 2024 29 trends A s generative artificial intelligence (AI) and machine learning pervade more and more operations and processes across the service sector, here are five AI-fuelled field predictions for 2024, and illustrates the opportunities for these different trends to intersect: PREDICTION 1: BY 2025, 50 PER CENT OF CONTACT CENTRES WILL DEPLOY AN AI COPILOT, WHERE EVERY AGENT CAN LEAN ON AN EXPERT Customer contact centres have always had staffing issues. A recent (2021) global survey by NICE WEM found the contact centre attrition rate was an astonishing 42 per cent. Almost a third of agents surveyed were actively looking for a new job, and of those only 60 per cent wanted another contact centre role. That’s a lot of disaffected agents. A move to AI-enabled tech stacks in call centres can change this. It’s poised to increase customer satisfaction and help ease the pressure from rising voice call volumes by keeping agents supported, interested and engaged. Gathering the information needed to resolve a customer call about a vehicle breakdown or a broken boiler is not easy. Its high stress and complex for the agent. The necessary details and logistical variables may well be held on multiple systems, yet all must be considered together to achieve a call resolution in real-time. Augmenting agent performance AI provides a way to support agents with a virtual assistant – a co-pilot – in real time as they work processing calls. For example, an AI co-pilot could automatically triage, and visually prioritise, the most urgent calls for agents on a dashboard, based on voice recognition of key phrases mentioned in a request. Similarly, it could display context-sensitive information as the call is in progress – for example, prompts to try and diagnose a fault, or the proximity and travel time of the nearest qualified engineer. Here, intelligent autonomous technology is not replacing, but instead augmenting the agent, empowering them to deliver a better, more reassuring and efficient customer experience. Supported by an AI-powered co-pilot, every agent becomes an expert – including those staff who are new or relatively inexperienced in the role. PREDICTION 2: BY 2026, 70 PER CENT OF ORGANISATIONS WILL BECOME “CIRCULAR BY DEFAULT” With increasing global scrutiny on sustainability, consumers and businesses alike want to retain products and equipment for longer. The circular economy has seen a shift in the sustainability model from stick to carrot: mandatory compliance to regulations has turned into active enthusiasm to become inherently sustainable. Organisations know that consumers now want to buy from environmentally conscious companies. Equally, the outcome-based service model is also becoming more attractive. As consumers Next >