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Balancing Data Context and AI Scale with Sastry Durvasula of TIAA

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Manage episode 506912452 series 3482550
Content provided by Nandi Ngubentombi. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Nandi Ngubentombi or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.

The future of data-driven organizations depends on context, not just models. We’re joined by Sastry Durvasula, Chief Operating, Information and Digital Officer of TIAA, to explore how a century-old institution is transforming operations, client experiences and services with next-generation technology. Sastry shares how TIAA balances innovation with responsibility, leveraging vast datasets and AI to solve complex problems at scale while protecting vulnerable clients. He highlights strategies for embedding empathy in customer interactions, improving data quality and building a “workforce of the future” where humans and machines collaborate seamlessly.

Key Takeaways:

00:00 Introduction.

03:09 TIAA manages vast data across retirement, wealth and asset management.

08:00 AI strategy rests on four pillars: tech, client experience, operations, and services.

16:10 Human service agents handle complex participant needs with AI support.

21:42 Operating officers must blend operational expertise with AI and technology.

25:13 AI solutions help protect older adults from fraud and cognitive decline risks.

30:25 Complaints come through every channel and require timely resolution.

34:56 Beyond semantics, the real focus is on building the workforce of the future with AI.

38:55 AI agents shift economies by changing how consumers shop and services operate.

Resources Mentioned:

Sastry Durvasula

https://www.linkedin.com/in/durvasula/

TIAA | LinkedIn

https://www.linkedin.com/company/tiaa/

TIAA | Website

https://www.tiaa.org/public

TIAA Institute Research

https://www.tiaa.org/public/institute

Thanks for listening to the “Data Masters Podcast.” If you enjoyed this episode, be sure to subscribe so you never miss our latest discussions and insights into the ever-changing world of data.

#DataStrategy #DataManagement #DataMastersPodcast

  continue reading

53 episodes

Artwork
iconShare
 
Manage episode 506912452 series 3482550
Content provided by Nandi Ngubentombi. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Nandi Ngubentombi or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.

The future of data-driven organizations depends on context, not just models. We’re joined by Sastry Durvasula, Chief Operating, Information and Digital Officer of TIAA, to explore how a century-old institution is transforming operations, client experiences and services with next-generation technology. Sastry shares how TIAA balances innovation with responsibility, leveraging vast datasets and AI to solve complex problems at scale while protecting vulnerable clients. He highlights strategies for embedding empathy in customer interactions, improving data quality and building a “workforce of the future” where humans and machines collaborate seamlessly.

Key Takeaways:

00:00 Introduction.

03:09 TIAA manages vast data across retirement, wealth and asset management.

08:00 AI strategy rests on four pillars: tech, client experience, operations, and services.

16:10 Human service agents handle complex participant needs with AI support.

21:42 Operating officers must blend operational expertise with AI and technology.

25:13 AI solutions help protect older adults from fraud and cognitive decline risks.

30:25 Complaints come through every channel and require timely resolution.

34:56 Beyond semantics, the real focus is on building the workforce of the future with AI.

38:55 AI agents shift economies by changing how consumers shop and services operate.

Resources Mentioned:

Sastry Durvasula

https://www.linkedin.com/in/durvasula/

TIAA | LinkedIn

https://www.linkedin.com/company/tiaa/

TIAA | Website

https://www.tiaa.org/public

TIAA Institute Research

https://www.tiaa.org/public/institute

Thanks for listening to the “Data Masters Podcast.” If you enjoyed this episode, be sure to subscribe so you never miss our latest discussions and insights into the ever-changing world of data.

#DataStrategy #DataManagement #DataMastersPodcast

  continue reading

53 episodes

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