A recognised customer operations professional and technology leader known for crafting the requisite strategic vision to achieve business goals, Roland Naidoo offers a unique blend of executive acumen, team-management, and IT/customer solutions development, credited with strong ROI and operational improvement in business. As the current Executive Head of Customer Operations Support at MultiChoice South Africa, Roland has over the years built a customer-centric, responsive department that has consistently delivered results by aligning technology initiatives with business goals. This has seen substantial improvement to service delivery, standardisation of procedures, and business/systems performance. His love for AI and technology is borne of his thirst for human advancement, an enhanced customer experience and global connectivity. It is why he understands the importance of applying AI and leading-edge technology for the seamless future of any organisation. Over the years, his role has been instrumental in leading innovation and technology applications that are critical to the success of production systems, and in turn translate to an improved company performance. One of Roland’s most significant achievements was as a guest speaker at the IBM Watson Summit 2018 where he spoke around the customer experience. In spite of the focus on embracing AI strategic solutions in business, Roland is not oblivious of the fact that technology and AI is sometimes venerated as the silver bullet for all customer problems in a business. He maintains that AI should rather be treated as the starting point in building great customer assistance. With this in mind, he successfully shepherds innovative tech strategies with cost accounting improvements, bringing relative successes to business management practices and capital expenditures in operations.