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:
https://www.linkedin.com/in/durvasula/
TIAA | LinkedIn
https://www.linkedin.com/company/tiaa/
TIAA | Website
https://www.tiaa.org/public
https://www.tiaa.org/public/institute
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