AI and Cognitive Intelligence Strategy, Are You Ready?


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Cognitive intelligence and AI are the new buzzword used often in Middle East in general and in UAE in particular. It is the tool to swiftly transform the dynamic of business.

From practitioner mindset, and focusing on the government improvements, this is the Five Ws summarizing the success factors for the government adopting and implementing the cognitive intelligence strategy.

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1. Who should drive the initiatives? ICT or business!

Qualified business team should lead such strategies and adoption. Through all digital transformation, ICT should be only enabler and part of the team but never to lead.
Qualified business team could be customer experience team who are listening frequently to customers and know inside out the customer needs and preference.

2. How to manage the data exchange?

Data exchange framework/policy is simply provides the ability to define the synchronization processes. What to share? When to share? and in what format?
Defining a solid data exchange framework should governs the process of data exchange between entities and should act as a traffic light managing the flow of the data.

3. Why to be part of the transformation?

Cognitive intelligence and analytics projects should benefit all; it is Win-Win situation that every participated entity should be winner.
It well-known internationally that one of the biggest challenge in AI is who is owning the data an why to share my data? breaking the silos is a clear mandate.

As government entity, owning some data and invited to share you data with others, is a challenge. Entities need to be part of the action, and need to feel the flavor of the transformation. Entities need to see the benefit of sharing and how this will impact their business processes and improve their customer happiness.

Centre for Educational Neuroscience – Article “Intelligence is Fixed”

4. Where to start?

Start small, show the value in a short time then you are ready to roll out.
In our region, entities still can’t see the big picture and the real impact of the cognitive intelligence and analytics strategy. Indeed leaders will not be patient to wait one or two years to see the impact.
Work smart, Minimize the scope, show the value, showcase quantified results then you will get the buy in and stakeholders trust.

5. When to start?

Start only when you achieve the data literacy with your stakeholders.
Data literacy focuses on the competencies involved in working with data. Competencies is not only the technical knowledge, it is not Python or Hadoop. It is the business knowledge of your team.
The right start when your business team is able to answer the below questions?

What are the quantified benefits behind implementing the cognitive strategies? In addition, how this can relate to operation efficiency and customer centricity?.

On a wider scope, Data literacy is a multidimensional program that should focus on everyone from students on the school to government leaders.

I remember attending once of the sessions in Dubai, the session was titled “Strengthening Statistical Literacy in Rwanda”, where the researcher showcase the data literacy in Rwanda and how the government started from the elementary school using different activities and programs to create the awareness of why to share your data and how this will help to improve the government services.

Rwanda Session – Word Data Forum

In-fact considering the above success factors during implementing your strategy is a key to maintain efficiency and sustainability.

Ahmed Aly
Prime Minister's Office UAE
Ahmed is a a Customer Experience Expert with long history of delivering a high standard of CX in UAE (16+ years of experience). He is currently offering his knowledge to the Prime Minister's Office of UAE in the role of Senior Consultant. Ahmed has completed his PhD in IBS-UTM (International Business School - Universiti Teknologi Malaysia) and holds MBA degree from the University of Atlanta in USA and Bachelor’s Degree in Communications Engineering from Cairo University of Egypt. His PhD thesis is Data Driven Customer Experience and the Roadmap to deliver Happiness.


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