NHS Property Services (NHSPS), managing around 3,000 properties for the NHS, has embraced digital transformation to optimize its estate management services through the implementation of the Power Platform. This has allowed NHSPS to empower its workforce, leading to the creation of over 300 Power Apps and 1,000 Power Automate flows, dramatically enhancing operational efficiency.

A concrete application was an app developed for gathering annual budget feedback, which replaced a slow, manual process. This app streamlines data collection, generates tasks in the Dynamics 365 CRM system, and executed a solution that previously would have taken months in mere weeks. Another application improved field operations for cleaning audits, allowing over 400 staff to conduct 800 audits monthly via a mobile app, replacing cumbersome paper forms.

Compliance and safety checks have been revolutionized with a dedicated mobile app guiding engineers through boiler and air conditioning inspections. It automatically generates e-certificates through Power Automate, thus accelerating the certification process. Features like offline capabilities via Dataverse have proven beneficial, especially in areas with poor connectivity, ensuring seamless app adoption among over 100 field engineers.

Additionally, AI-driven innovations have emerged. Engineering teams have developed agents to assist customer service by providing quick and accurate answers to tenant inquiries, dramatically reducing information retrieval times from minutes to seconds. Plans for further enhancements include deeper integrations with Dynamics 365, streamlining engineer schedules, and improving asset management.

Overall, NHSPS's strategic use of AI and Power Platform not only drives operational efficiency but also elevates service delivery, ensuring a future-ready NHS estate.

AI agents revolutionize customer experience

Customer experience technologies are rapidly evolving from traditional chatbots to autonomous digital agents, fundamentally changing how businesses engage with customers globally. A notable example is Türkiye-based Etiya, which has partnered with Amazon Web Services (AWS) for its Agentic AI initiative, driving significant advancements in operational efficiency.

Etiya leverages cloud-based generative AI solutions from AWS to enhance customer interactions, resulting in a remarkable 34% increase in operational efficiency. Their Agentic AI model has also allowed the company to more than double the percentage of customer interactions resolved entirely through AI, drastically lightening the load on live support teams.

Research by McKinsey indicates that utilizing generative AI can reduce customer service costs by up to 30% while simultaneously improving customer satisfaction. Etiya's digital agents, powered by AWS's technology stack, can independently understand context, make decisions, and execute complex tasks without human intervention.

Further highlighting the transformative power of AI, Türk Telekom, Türkiye's leading telecommunications operator, has integrated AI into its network operations. The use of AI in field inspection has cut inspection times by up to 98%, translating to significant time and cost savings. This proactive approach not only boosts service delivery speeds but also enhances overall network reliability.

Microsoft is also making strides with its Maia 200 AI inference accelerator, promising improved performance for large language models while lowering operational costs. This strategic move strengthens Microsoft’s position in AI hardware and software, signifying its ambition to lead in the evolving AI landscape.

Overall, these developments illustrate how AI technologies are becoming essential tools for businesses, driving operational efficiency, enhancing customer satisfaction, and ultimately reshaping competitive dynamics across industries.

Frost & Sullivan’s Enabling Technology Leadership Award recognizes companies that utilize technology to enhance products, services, and customer experiences. In 2025, Philips was honored as the Global Enabling Technology Leader in the Digital Pathology–Healthcare Informatics sector for its remarkable contributions to digital pathology and clinical informatics.

Philips has made substantial strides in digital pathology by implementing AI-driven workflows, ensuring cloud interoperability, and promoting vendor-agnostic integration. These innovations lead to significant productivity improvements, with up to 37% gains and diagnoses completed 25% faster. The company not only provides cutting-edge technology but also facilitates adoption through change management and global support.

In the competitive landscape of digital pathology, Philips stands out through its extensive patent portfolio and commitment to clinical and operational excellence. The IntelliSite Pathology Solution (PIPS) exemplifies this, empowering laboratories to enhance diagnostic accuracy and seamlessly scale operations across multiple sites. PIPS promotes real-time collaboration and integrates effectively with existing hospital IT systems, making it adaptable to diverse healthcare environments.

Philips Healthcare’s open architecture allows for integration with third-party scanners and AI tools, expanding its applicability and reach. The combination of innovative technology and a customer-centric service model solidifies Philips’ reputation as a leader in the digital pathology field. As healthcare demands grow and resources tighten, Philips’ focus on streamlining workflows and advancing AI represents a crucial development for modern patient care. Frost & Sullivan’s recognition underscores Philips' dedication to driving the future of diagnostics through intelligent and scalable solutions.

Navigating personal or business insurance needs can often be complex, but ERGO, a leading insurance group in Germany and Europe, aims to simplify this experience through a comprehensive digitization strategy. Operating in over 20 countries, ERGO offers a variety of insurance products and services, relying on SAS Customer Intelligence 360 to turn data into actionable insights. This tool enables ERGO to deliver personalized messages to customers at the right moment and through their preferred channels.

Tim Stettner, Head of Advanced Analytics at ERGO, leads a team of data scientists utilizing machine learning and deep learning to customize offerings for individual customers. For example, families with new drivers may receive targeted auto insurance offers, while recently retired couples might be approached with travel insurance suggestions. This tailored approach significantly enhances customer interactions and accelerates the decision-making process for the company.

Furthermore, ERGO harnesses AI to optimize operational efficiency, forecasting workloads accurately and streamlining claims processing. This technology empowers employees to focus on complex tasks, while customers enjoy relevant offers and quicker service responses.

ERGO's hybrid IT system, merging on-premises and AWS cloud infrastructure, supports their omnichannel strategy. This flexibility allows for quicker adaptations to customer needs and fosters real-time data sharing among teams, enhancing collaboration across geographies.

Ultimately, ERGO’s commitment to leveraging AI and analytics translates into both increased customer satisfaction and improved operational efficiency, reinforcing their position as a leader in the evolving insurance landscape. Stettner emphasizes that the goal is to transform insurance into a seamless experience, ensuring relevance for every hybrid customer.