CXO of the week: TJ Chandler, Managing Director, APAC, Fivetran

Fivetran is the global leader in modern data integration. Its mission is to make access to data as simple and reliable as electricity. Built for the cloud, Fivetran enables data teams to effortlessly centralize and transform data from hundreds of SaaS and on-prem data sources into high-performance cloud destinations. Fast-moving startups to the world’s largest companies use Fivetran to accelerate modern analytics and operational efficiency, fueling data-driven business growth.

T.J. Chandler is currently Managing Director for the APAC Region of Fivetran, inclusive of India. Prior to this role, he held executive leadership roles at SAP, Gigya, and Birst where he has managed functions across Asia, Australia, and the United States. T.J. brings a broad range of data-related experience as an analyst, consultant, and entrepreneur.

Recently we have engaged in an interview with TJ Chandler, Managing Director, APAC, Fivetran. He talked about his business operations and what are the plans for future expansion and much more.

Tell us about Fivetran, its specialization, and its services?

Fivetran is a global leader in automating data movement into and across cloud data platforms. Since we were founded in 2013, our goal has, and always will be, to deliver zero-configuration, zero-maintenance data pipelines that allow our clients to harness data for business transformation with total peace of mind. With state-of-the-art automation, our solutions are designed to sync data points from source to destination, ensuring that organizations get the freshest data possible

Our company today offers more than 300 fully-managed connectors for databases, applications, files and functions, giving organizations a choice in utilizing accurate data from the best sources that fit their business. We also deliver 99.9 percent, guaranteed uptime with auto-recovery features to ensure long-term operational continuity and reliability.

Can you explain the current trends in the tech and IT industry and how they are driving the evolution of digital transformation to the automated enterprise?

One of the trends we expect will lead to the transformation of automated enterprises is the need for teams to demonstrate return on investments (ROI) on their tech stack solutions, especially during periods of economic instability. In the context of data teams, they are under increased pressure to ensure that their solutions can deliver accurate information that can resolve specific issues or tackle business goals. With automation, data solutions will be able to update data points with fresh new insights automatically, allowing teams to adapt to changes in the business landscape and ensure success.

Governance is also another focus area as users need to be able to trust that the data is both accurate and relevant for their operations. Organizations that fail to comply with this specification will end up needlessly wasting resources. On the other hand, teams who can trust their data will be able to start new projects quickly and maximize performance. At the same time, they will also be able to improve data security and stay compliant with regulatory standards. By creating and enforcing policies, automation can allow for effective provisioning of data connectors so that users can only utilize data that matters to them.

Making access to data more efficient and easier is another critical endeavor in driving successful digital transformation. This is especially the case as businesses look to improve their service offerings and deliver personalized experiences to retain customer loyalty. Modern data stack (MDS) solutions with automated connectors are essential in fulfilling this need as they are capable of eliminating latency issues altogether. As a result, users will be able to derive successful outcomes at a much faster pace, which will push them ahead of other organizations.

How important is it for companies to take a leading role in shaping the future of technology and automation?

In this ever-evolving business landscape, we believe that companies who enter a leading role in technology and automation will be able to capitalize on key benefits that can boost their resiliency and competitiveness in the economic market. One of the benefits is being able to foster innovation within their industries. With the aid of technological tools such as customer experience (CX) platforms and app development programs, organizations can build and deploy new products, services and business models. This, in turn, enables the delivery of fresh and unique offerings that can draw in new customers and retain existing ones.

Besides that, companies that embrace automation will be able to streamline processes and reduce mistakes. With customers demanding faster services with minimal disruptions, automation becomes necessary in handling repetitive tasks accurately and effectively. This allows companies to redirect employees' focus to areas which require technical or specialized knowledge.

Technologically-driven companies are also instrumental in growing new talents. Throughout their tenure, managers can equip talents with in-demand skills through training and exercises, such as cybersecurity and Big Data analytics. They can also be exposed to hands-on learning which will instruct them on how to use certain platforms and tools. The initiative benefits not only the talents by enabling them to advance their careers in the tech field, but also the organization itself as those who stay will be able to use what they have learned to drive business operations.

Can you speak to any specific advancements or technologies that you think will have a significant impact on the industry in the near future?

Artificial intelligence (AI) and machine learning (ML) are the foundation on which many other technologies are built. Without them, the industry would not have seen the remarkable progress made in areas such as the Internet of Things (IoT), virtual reality, chatbots, facial recognition, robotics and automation. These technologies are essential in transforming raw data into useful insights and opportunities that can maximize business value. By feeding large volumes of data through the right algorithms, organizations will be able to benefit from automated decision-making that can enable successful transformation at a rapid pace.

As consumer needs and expectations evolve, businesses will be required to put humans in the center of their digital interactions. This means making customer-centered values like empathy, intimacy and goodwill a part of the conversation. High-valued organizations will be able to build interactions that are focused on the individual customer's feelings rather than on mass influence. They will also be able to meet them in each stage of their journey and address any queries and issues at their preferred touchpoints. Enabling these services require organizations to evolve their CX technologies and strategies. These include utilizing customer data platforms.

(CDPs) in real-time interactions, incorporating employee experience initiatives and owning online communities to enable collaboration.

We can also expect the growth of data usage to attract a litany of questions from customers and organizations alike. Specifically, customers want to know who owns their data, for what purpose and the methods used for collecting it. On the organization's side, teams are under pressure to demonstrate the financial value of data in order to retain their survivability in the economic markets. With strong government support, these trends have the potential to make data technologies more transparent and affordable in the long run.

How do you see automation impacting the customer experience in the future?

Automation has already transformed the way people work in the digital-first environment, from streamlining processes to improving customer service. In the future, we expect automation to become a key driver in helping businesses keep pace with the rest of the competition. This is especially the case as customers demand more high-quality experiences that take into account their preferences. Case in point, AI can analyze customer data, such as product searches, purchase logs and feedback, to provide teams with insights for tailoring their service offerings to meet their needs. Achieving this requires up-to-date information to be made readily accessible in your CRM solutions or tools whenever needed.

Data-driven solutions can also be used to automate support interactions with customers who require assistance on certain issues. Specifically, virtual agents can detect questions that are frequently asked and provide canned responses to enable fast resolution. These benefits support teams as they can focus on complex queries that require specific explanations. By being able to deliver instantaneous responses, customers will have a more positive reputation about the organization as a whole.

How do you think the advancements in automation will affect the job market and the skill set required for future jobs?

According to PwC's predictions, the early 2020s could see only 3 percent of jobs being displaced by automation. As technologies mature and are increasingly rolled out across various economic sectors that number is set to increase to 30 percent by the mid-2030s.

Going deeper into the analysis, automation will initially affect financial sectors as organizations integrate algorithms for faster and more efficient calculations. Later, it will extend to manual sectors such as transportation and production where autonomous machines will replace the need for human operators. Jobs which necessitate the need for social skills, such as healthcare and education will receive a lesser impact as robots and AI will merely serve a supplementary role in helping employees perform their duties effectively.

Similar to the job market, while automation poses a low risk to all workers in the short term, those with low to mid-level education will eventually become more vulnerable in the long run.