Are you wondering how AI could reshape your responsibilities in the workplace?

For CISOs and technology leaders, AI is increasingly embedded in business process management and daily operations, influencing both workflows and decision-making. AI can automate routine tasks and analyse data to support decision-making, but organisations must ensure that the human element remains central to workforce oversight, customer interactions, and strategic judgment.

In this episode of Tech Transformed, Trisha Pillay chats with Anshuman Singh, CEO of HGS UK, about AI in the workplace. Together, they discuss how AI can support the workforce while maintaining the human element, improve customer service, and require careful oversight. Singh also shares insights on preparing organisations for AI integration and trends leaders should watch in the coming years.

AI in the Workforce

In many organisations, AI is used to handle repetitive or low-risk tasks, freeing employees to focus on more complex work. CISOs should view this as an opportunity to integrate AI in ways that support human oversight.

Anshuman Singh, CEO of HGS UK, explains:

"Yes, there is a lot of enthusiasm around generative AI, but that is not taking away jobs. In the near term, AI is being used for more routine tasks. It frees up everybody's capacity to do more meaningful, high-impact, complex work."

Human Oversight of AI Systems


As AI is embedded into business processes, organisations must create clear boundaries and controls. Leaders should define approval workflows for automated actions, maintain transparent audit records for all AI outputs, and continuously review systems to ensure they operate within policy and compliance standards. These measures strengthen accountability and preserve trust within the workforce.

Leadership and Strategy

CISOs and executives should approach AI with a long-term perspective. Singh highlights

"We need to start looking at AI and technology through the same lens as we probably looked at steam or electricity at the beginning of the industrial revolution. It has wide-ranging consequences for everything around us. But the pace of change is going to be much faster than it was with steam, electricity, or even the internet."

Leadership in this context means guiding workforce adaptation, embedding AI into processes carefully, and maintaining governance and accountability.

Preparing for the Future of Work

Looking ahead, AI will continue to support efficiency and collaboration. Organisations that succeed will integrate AI thoughtfully, embed human oversight into decision-making, prepare employees to work alongside technology, monitor outputs for alignment with policies and expectations, and track emerging trends to adjust governance.

Takeaways

  • AI is reshaping workforce needs, not just replacing jobs.
  • Routine tasks are increasingly being automated by AI.
  • AI can free up capacity for more meaningful work.
  • The narrative around productivity is changing with AI.
  • AI will create new job opportunities, often better-paying.
  • Human oversight is crucial in AI decision-making.
  • AI can assist in customer service, enhancing empathy.
  • Organisations should not wait for perfect AI solutions.
  • Training and hands-on experience with AI are essential.
  • A psychological safety net is necessary for AI experimentation.

Chapters

00:00 Introduction to AI and Human Element

03:03 AI's Impact on Workforce Dynamics

08:29 The Role of Human Oversight in AI

10:46 AI Innovations in Customer Service

16:34 Positioning for Growth in Business Process Management

20:01 Preparing the Workforce for AI Integration

25:35 Emerging Trends in AI and Workforce

29:19 Final Thoughts on AI and Ethics

About Anshuman Singh

Anshuman Singh, CEO of HGS UK, has 26 years of international, multi-disciplinary experience across multiple industries, holding leadership roles that span sales, consulting, and delivery. He has led large business units exceeding revenue, profitability, employee satisfaction, and customer satisfaction targets, while also incubating strategic initiatives within enterprise-scale organisations.

Singh has worked on major digital transformation projects for leading global brands and serves as a trusted CxO advisor. His expertise includes driving experience transformation through storytelling, data, and design. He regularly speaks at industry events and publishes articles to share insights on technology, business strategy, and leadership.