Beyond AI: Strategies for CIOs to navigate the tech frontier

Technology leaders face the dual challenge of keeping up with the rapid pace of technology change and effectively leveraging these advancements to drive tangible value within their organizations.

To help CIOs explore actionable strategies they can implement to maximize the value from their technology investments, KPMG in Canada hosted a DX Coffee Chat. The event featured Dr. Justin Cross, Chief Digital Health Officer at the Integrated Health and Social Services University Network (commonly known as a “CIUSSS”) for West-Central Montreal and KPMG Advisory Partners:

• Sanjay Pathak, National Leader, Technology Strategy and Digital Transformation Services
• Kathy Penner, National Leader, Technology Enterprise Solutions
• Ven Adamov, National Leader, Data and Analytics Risk Services
• Hartaj Nijjar, National Leader, Cybersecurity
  

The group brought together a diverse range of experiences and specializations, which made for a rich and thought-provoking discussion. Read on for an overview of the key insights the speakers shared, as well as key actions that can help you drive more value from your tech stack, or watch the full webinar recording.

The session kicked off with a rapid-fire Q&A segment, in which KPMG panelists shared their takes on the modern tech landscape, contextualized by the findings of the KPMG 2024 Global Tech Survey. Here are a few of the insights they shared:

"Many of our clients are currently leveraging AI either directly or through an existing cloud software solution," said Penner. "AI is not only streamlining operations, but also enabling personalized customer experiences and employee experiences, which are crucial in today's market."

Technology changes can lead to knowledge gaps, misaligned systems, integration speedbumps, and elevated risks of data loss, corruption, and theft. Moreover, depending on the nature of technology and its reliance on third parties, you might find yourself exposed to supply chain attacks through complex dependencies. With this in mind, Nijjar said, "when making certain decisions about your tech strategies or deciding on how technologies will be integrated into your ecosystem, think about resilience and not just defence.”

Data privacy and security need to be factored into any technology procurement choice. Otherwise, organizations not only risk exposing themselves and their supply chain partners to cyberattacks, but they also risk investing in tech that may be incompatible with security practices and standards that must be adhered to. Moreover, said Nijjar, “building cybersecurity from the beginning, instead of leaving it as an afterthought, is crucial. Whether it's tech you’re building in-house or acquiring and integrating, we need to be ensuring cybersecurity is at the table to help assess, design, integrate and sustain that technology.”

Given the importance of cyber and the awareness of security in today's world, tech is increasingly being designed with security in mind. As Adamov noted, "The ability for tech to integrate with the rest of your security ecosystem is much greater today, and we can also use new technologies like AI to enhance our threat detection and prevention capabilities. These types of technologies can help us get much better at not only evaluating and identifying threats, but also prioritizing our defensive strategies and dynamically implementing controls to shield us from emerging threats."

Investments in AI and other technologies should support the organization's core business goals. Rather than chase trends or buy into the latest "shiny object," organizations benefit from prioritizing initiatives that address specific drivers or challenges within their organization. Moreover, KPMG's panelists emphasized that ROI should focus on measurable improvements in efficiency and automation, an outlook that aligns with 47% of webinar attendees.

AI will continue to be a driving force behind digital transformation, driven by advancements in computing power and technologies, such as large language models, virtual reality and IoT (Internet of Things) sensors. As Adamov said, "Various combinations of these technologies will unlock new solutions, which will basically create new business models and redefine operational strategies and customer interactions that include new products, new services and delivery methods."

Staying ahead, he continued, means investing in AI technologies that can drive innovation and improve business processes. Doing so begins by developing phased implementation approaches to reduce friction and disruption, prioritizing investments in AI training and upskilling, and establishing a clear and articulated AI strategy.

Dr. Justin Cross, Chief Digital Health Officer at CIUSSS West-Central Montreal, pulled up a chair at KPMG’s DX Coffee Chat to share and reflect on his tech transformation experience.

He faced significant challenges in integrating new technologies into the complex healthcare environment at CIUSSS West-Central Montreal. These included ensuring stakeholder engagement and creating a system that genuinely supports clinical realities, rather than forcing clinicians to adapt their workflows to the technology.

Justin's team adopted a collaborative approach by involving doctors, nurses and other allied health professionals, alongside software developers, in the creation process. This ensured that the solution was tailored to the practical needs of the healthcare professionals.

The solution was a custom-built electronic health record (EHR) system, designed to be patient-centric, adaptable and aligned with the clinical realities of Quebec's healthcare landscape. The EHR system was built using a cloud-native architecture, microservices, and an open and standardized patient data model to support interoperability.

The EHR system was developed and implemented with a focus on open standards to avoid proprietary data lock-in and reduce future integration costs. Additionally, AI tools like large language models (LLMs) and ambient AI scribes were piloted to streamline clinical workflows and optimize operational efficiency.

The custom-built EHR system and AI tools significantly enhanced operational efficiency at CIUSSS West-Central Montreal. The AI-driven Command Centre (C4) optimized bed availability and patient flow, addressing issues like an overcrowded Emergency Department and discharge delays. The implementation of AI tools also reduced administrative burdens by converting audio recordings of doctor-patient interactions into comprehensive medical documentation.

He emphasized the importance of involving all stakeholders in technology integration and looking outside one's sector for inspiration. He emphasized the value of staying connected with peers facing similar challenges and creating a multi-stakeholder governance framework to ensure AI systems are appropriate, implemented correctly and, ultimately, safe.