Interview: Venkat Rao, Pitney Bowes

What is the major tech pain point organisations small and large will face in 2023?

During the pandemic, and in the emerging post-pandemic era, businesses have witnessed the acceleration of digital transformation like never before. The new model of hybrid and remote working has driven organisations to look for a combination of digital technologies that meet new workforce trends and expectations. However, the key for organisations is to use a variety of solutions and technologies, such as 5G, artificial intelligence, machine learning and cloud technologies to ensure transformation remains sustainable, efficient and adaptable.

In 2023, organisations of all sizes that haven’t embraced digital transformation, and that fail to embed the right combination of technology to address the new business environment, will risk compromising efficiency and customer experience. However, the right technology stack will provide businesses with the tools, resources and time needed to deliver improved customer experiences, better service, operational efficiencies and more streamlined supply chain processes.

How is the current talent shortage impacting your industry and how will this be overcome in 2023?

There’s not just a staff shortage affecting the industry, but also a skills shortage, including digital, soft and technical. Organisations have embraced a plethora of measures to combat these shortages and, as such, they are ever evolving. Some of these measures have included creating a talent repository, being open to creating remote/hybrid positions and engaging international talent.

There’s a particular emphasis around embracing remote and hybrid working models to attract and retain employees. In fact, the term “work from home” was the most searched term on SEEK across all industries from May to November 2022.¹ This highlights that people want more flexibility.

To meet the demands of current employees and fill shortages, organisations will need to implement measures that accommodate employees in the work-from-anywhere, agile environment.

Will IT continue to drive operational efficiency in a hybrid work world and who should lead the charge (CEO, CIO, CTOs etc)?

Simply put, yes, IT will continue to drive the operational efficiency in a hybrid environment; however, embracing the right technology and implementation process remains key. The post-pandemic era points at the requirement of a comprehensive hybrid working policy with clearly stipulated goals, expectations, security and eligibility.

Chief experience officers (CXOs) need to be the biggest advocates for this after having seen the efficiency and productivity benefits of embracing digital acceleration and the crucial role technology plays in navigating the enhanced efficiency. CXOs must lead the way by providing employees with the right tools to match the new-age work environment, as well as taking into consideration the requirement for enhanced, proactive security.

How can the tech sector build resilience into supply chain management during times of global uncertainty?

Integrating supply chain risk management should form part of business continuity planning. The past few years of turbulence demonstrated the importance of continuous identification and assessment of risk. It also brought to the fore the financial and reputational impact a broken supply chain can have on organisations. The technology sector should bring supply chain risk management into broader continuity planning to help better understand potential risks and highlight any gaps where investments might be required to build resilience. Key suppliers, partners and stakeholders should be briefed, and their own risk management processes highlighted.

^{1 https://www.seek.com.au/career-advice/article/what-are-people-looking-for-on-seek}

Venkat Rao is country manager ANZ, India & ASEAN for Pitney Bowes, responsible for driving growth opportunities and profitability. He has 20+ years’ experience in general management and sales leadership across telecom, technology and consumer markets. A Stanford alumnus, Venkat is an active speaker and participant in industry conversations.