Inside IBM's AI playbook: Why productivity, not hype, is driving the conversation
There's no shortage of AI talk in global boardrooms right now. But IBM isn't talking – it's doing. While many firms are still testing pilot programmes and debating frameworks, IBM has gone full scale. And the results are starting to speak for themselves.
At Dubai AI Week 2025, amid announcements and prototypes from across the tech spectrum, IBM's message was rooted in something refreshingly clear: real-world execution.
'At IBM, we have long believed in technology's power to not just solve real-world challenges but to fundamentally reshape industries and societies,' explained Shukri Eid, General Manager for Gulf, Levant & Pakistan at IBM.
Productivity, at scale
IBM's story is not about AI as a future possibility. It's about what happens when you put it at the heart of how a business actually operates. Since January 2023, the company has delivered $3.5 billion in productivity gains and generated $12.7 billion in free cash flow in 2024 alone – outcomes that have little to do with experimentation and everything to do with execution.
The internal transformation programme, dubbed Client Zero, involved rolling out AI, hybrid cloud and automation technologies across every corner of the organisation. This included HR, procurement, finance and customer service – not in isolation, but as part of a systemic overhaul.
'IBM is laser-focused on harnessing AI to tackle the world's most complex problems, while carefully managing risks and adhering to robust governance frameworks to create lasting, impactful change,' said Eid.
The changes are concrete. An AI assistant now handles 94 per cent of employee HR queries without human intervention. In customer service, 70 per cent of incoming requests are resolved via digital assistants, cutting resolution time and raising satisfaction scores. Internally, IBM staff saved a reported 3.9 million hours in 2024 through automation.
A responsible approach
IBM's approach to AI also comes with a clear stance on governance and ethics – a priority for regulators and governments across the region.
'We are eager to collaborate with the region's most ambitious innovators to unlock new opportunities and accelerate AI progress, in alignment with Dubai's Universal Blueprint for Artificial Intelligence,' Eid shared.
IBM's efforts were formally recognised during Dubai AI Week, when the company received the Dubai AI Seal – the UAE's highest certification for responsible and effective AI deployment.
'Dubai and the UAE are leading the way in setting global standards for trustworthy AI, and as the region continues to advance in digital innovation, we are eager to strengthen our partnerships with local stakeholders to support sustainable and responsible AI development,' Eid noted.
From culture to capability
Perhaps what's most significant about IBM's transformation is the cultural shift behind it. AI isn't being confined to the IT department. Through initiatives like the watsonx Challenge, the company encouraged more than 178,000 employees to develop AI tools tailored to their day-to-day work – many of which have now been rolled out company-wide.
It's a bottom-up movement supported by top-down vision – with strategic oversight from the CEO's office and operational teams working in agile two-week sprints to deploy, test and refine new solutions.
And while AI is still evolving, IBM is already looking toward the next phase: agentic AI. These are systems designed not just to support decisions, but to autonomously manage entire workflows from start to finish – potentially transforming how businesses operate at a structural level.
The takeaway
IBM's experience won't be easy to replicate – but it offers a roadmap for others looking to make AI real inside the enterprise. It's not about innovation theatre. It's about outcomes.
As Eid put it: 'Our presence at Dubai AI Week underscored our dedication to advancing AI as a transformative force that drives productivity, delivers measurable ROI, and fosters sustainable growth on a global scale.'
Try Our AI Features
Explore what Daily8 AI can do for you:
Comments
No comments yet...
Related Articles
The National
41 minutes ago
- The National
A closer look at the Dubai Metro Blue Line
The National's Multimedia Editor Greg Tanner unpacks the plans for the city's third metro line. Construction on the megaproject has begun with the foundation stone for the first station at Dubai Creek Harbour laid. The Dh18 billion ($4.9 billion) Blue Line project will include 14 new stations, connect with the existing Green and Red lines, and serve expanding neighbourhood such as Mirdif, Dubai Silicon Oasis, Dubai Creek Harbour and Dubai International City, when it opens in 2029.
Khaleej Times
44 minutes ago
- Khaleej Times
E& enterprise and Microsoft join forces to drive AI adoption across industries
E& enterprise, the digital transformation arm of global technology group e&, is further building on its strategic partnership with Microsoft. By joining forces, both entities are prioritising the development and deployment of next-generation AI and data-driven solutions to bolster AI adoption across industries in target markets across the Middle East, North Africa and Turkey (Menat) region, including UAE, Saudi Arabia, Egypt, Turkey and Qatar. Amit Gupta, vice-president, sata & AI, e& enterprise, said: 'Our partnership with Microsoft represents a bold step toward redefining the role of AI in shaping the future of business and society. This collaboration combines e& enterprise and Microsoft's technological expertise and deep market insights to deliver transformative solutions that resonate with the unique dynamics of the MENAT region. Together, we aim to promote digital readiness and bridge the digital divide by providing essential sectors with next generation AI and data-driven tools, powering them to drive improved customer interactions, optimise operations, and drive broader innovation.' Ahmed Hamzawy, chief partner officer, Microsoft UAE at MS, said: 'Our partnership with e& enterprise will give a significant boost to driving AI adoption across businesses. By leveraging our combined technological expertise, and the safe and secure properties of Microsoft's cloud and AI services, we are empowering organisations to better detect fraud, improve risk management and deliver personalised services through AI-driven insights to their customers.' The partnership focuses on providing scalable AI solutions tailored to the unique needs of various industries, including public sector, telco, education, BFSI and retail. By equipping businesses with the tools needed for digital transformation, e& enterprise and Microsoft aim to empower organisations to adapt, innovate, and thrive in an increasingly data-driven world. With industry-specific AI solutions, the partnership is designed to address a wide range of use cases across sectors. Additionally, the collaboration takes a region-specific approach to implementing and scaling these solutions across key, diverse, and digitally demanding markets, including the UAE, Saudi Arabia, Egypt, Turkey, and Qatar. This ensures that local market needs are met while tackling broader industry challenges, ultimately enhancing efficiency, customer engagement, and decision-making. As part of its focus on developing GenAI solutions, the partnership will leverage various product offerings under Microsoft's Azure Cloud platform. Tools such as Azure Machine Learning, an end-to-end machine learning platform; Azure Databricks, a unified, open analytics platform; and Azure AI Search, Microsoft's search and retrieval system, will support data processing, model training, and deployment. Azure Synapse Analytics is another analytics tool that will support data integration and analytics, enabling large-scale data processing for organisations across sectors. Additionally, with the integration of Microsoft's Azure OpenAI service, organisations will be able to leverage a suite of GenAI solutions for automating customer service, content creation, and predictive analytics. Azure Power BI is a self-service analytics solution that enables businesses to visualise data, share insights, and embed them into their apps or websites. This tool will support businesses in making informed decisions. Meanwhile, Azure Data Lake Storage and Snowflake will facilitate the storage and management of large datasets, as well as real-time analytics, across the target markets of this partnership: UAE, Saudi Arabia, Qatar, and Egypt. These solutions from Microsoft combined with e& enterprise's comprehensive suite of hybrid cloud solutions aim to drive seamless digital transformation, as part of this strategic alliance. e& enterprise's Cloud Strategy and Advisory services will help organisations design tailored adoption strategies, while Migration and Adoption will ensure smooth transitions with minimal disruption. By providing organisations with Managed Cloud Services, and Cloud Security, e& enterprise will empower organisations to drive long-term efficiency and safeguard data, ensuring compliance and resilience. To promote responsible and ethical AI adoption, the partnership will implement Microsoft's Responsible AI principles and framework and e&'s Responsible AI Framework across all its development and deployment stages. This aligns with both entities' shared commitment to prioritising data privacy, transparency, and compliance with corporate and national policies.
Khaleej Times
an hour ago
- Khaleej Times
UAE: Zero trust, AI, and identity top agenda at FutureSec Summit 2025
The countdown is on for one of the most anticipated cybersecurity events in the region: FutureSec Summit 2025, taking place in Dubai on June 25. Hosted by Khaleej Times, the summit will convene top minds from cybersecurity, artificial intelligence, and digital infrastructure under the theme 'Innovation, Resilience and Ethical Vigilance'. As the UAE and wider Middle East face a rapidly evolving threat landscape, FutureSec 2025 is set to explore cutting-edge solutions aimed at fortifying cyber defenses. At the heart of the conversation is 'identity'. In an age where cloud computing, remote work, and AI are accelerating digital transformation, identity is increasingly recognised as the most vulnerable entry point for cyberattacks. 'Cyber attackers are shifting focus, and identity is now their fastest path in. At FutureSec, we're engaging with leaders across industries to explore how securing privileged identities helps organisations not just adopt but truly operationalise Zero Trust,' said Laura Garcia, Marketing Director EMEA at Delinea. The emphasis on identity-centric security underscores a broader shift in how organisations are approaching Zero Trust architecture, not just as a concept, but as a practical framework for cyber resilience. Adding to the discussion, Aaron Hambleton, Senior Vice President, Middle East & Africa at SecurityHQ, said: 'As a leading global MSSP, SecurityHQ's presence at FutureSec reinforces our commitment to cybersecurity excellence across the region. By sharing intelligence-led detection and response expertise, we aim to empower regional enterprises to anticipate, manage, and mitigate advanced threats, while continuing to drive innovation in managed security services.' The summit will feature a rich mix of high-level strategy sessions, hands-on cyber labs, real-time threat simulations, and exclusive Capture the Flag (CTF) challenges. Designed to be immersive and forward-thinking, the event will offer both practical insights and strategic foresight for CISOs, technology leaders, and government officials navigating today's complex cyber environment. In a regional first, FutureSec 2025 will also unveil the UAE's Most Influential Cybersecurity Leaders — an editorial-led list of the visionaries, practitioners, and advocates making meaningful contributions to the field. The awards will celebrate leadership, innovation, community impact, and thought leadership across the UAE. With identity at its core, FutureSec Summit 2025 is more than a gathering; it's a rallying call for cybersecurity leadership. From Zero Trust and AI governance to resilience and ethical vigilance, the summit is designed to equip attendees with the tools and insights to secure the digital future.
