In recent years, organisations across Asia have faced numerous operational challenges, from managing remote workforces to optimising resource allocation. A report by McKinsey highlights that over 70% of executives recognise the need for digital transformation to remain competitive in a rapidly changing market.
In 2025, artificial intelligence (AI) is no longer a buzzword—it is the backbone of competitive resilience. For chief operating officers (COOs) across Asia, the question is no longer whether to adopt AI but how to deploy it strategically to unlock productivity, streamline workflows, and empower teams. As organisations grapple with evolving market demands and talent shortages, AI emerges as a catalyst for redefining operational excellence.
At the Work Transformation Summit APAC organised by Zoom, representatives from Boston Consulting Group (BCG), Ciena, and Zoom explored actionable strategies to embed AI into organisational DNA. From mitigating mundane tasks to fostering innovation, AI-driven efficiency requires a blend of technological ambition and human-centric change management.
Laying the groundwork
For global firms like BCG and Ciena, AI adoption began with a clear focus on pain points. Necole Jackson-DeJoie, global executive director at BCG, recalls their 2023 pivot: "We wanted to drive productivity gains for our client-facing teams. Around that time, ChatGPT emerged, and people were thinking about Gen AI differently."
BCG's approach—conducting employee surveys, piloting 15+ tools, and prioritising high-impact solutions—highlights the importance of aligning AI with operational needs.
Emphasising a process-first thinking approach, Ciena's chief digital transformation officer, Craig Williams, revealed: "We put a working group together just to focus on the process first and the process of how we get on board for the tools and where your intellectual property sits and that sort of thing. And then quickly pivoted to tools because the tools became easier once the process was down."
This emphasis on diagnosing operational friction before deploying AI ensures that investments deliver measurable impact.Jackson-DeJoie advises, "Focus on moments that matter most to your teams."
From pilots to productivity (in the real world)
The proof of AI's value lies in tangible outcomes – in its ability to transform daily workflows. BCG's implementation of ChatGPT Enterprise and AI-powered slide generators saved consultants 15% of their time—equivalent to reclaiming weeks of productivity annually.
Jackson-DeJoie says, "Our people are happier because they focus on strategic work, not formatting slides.
At Ciena, AI-driven initiatives like the "Zero Tickets" project slashed HR and IT ticket volumes by 70%. "Employees now resolve routine queries autonomously, allowing HR to focus on strategic initiatives," reveals Williams. The firm also uses AI to refine RFPs by analysing past successes and failures, strengthening client engagement.
The automation of tasks such as slide generation or meeting summaries not only saves time but also enhances the quality of work produced. A Deloitte report states that AI can significantly reduce the time spent on administrative tasks, thereby increasing overall productivity.
Navigating the human element
AI's success hinges on people—not just technology. Resistance to change remains a hurdle, particularly in risk-averse cultures. BCG tackled this through a dual strategy: top-down leadership advocacy and bottom-up "Gen AI Black Belts"—1,000+ internal champions who train peers. "Habitual usage is our goal," says Jackson-DeJoie. "Employees need to see AI as a natural extension of their toolkit."
Williams underscores the importance of cultural buy-in: "Don't assume everyone understands AI's potential. Educate relentlessly and lead by example." For organisations, the lesson is clear: lasting adoption requires aligning technology with human behaviour, not overriding it.
Leadership plays a crucial role in driving AI adoption within organisations. By fostering an environment where employees feel comfortable exploring AI technologies, COOs can cultivate a proactive culture of innovation.
Building trust in AI systems
With governments in Asia implementing stringent regulations around data privacy (e.g., Singapore's PDPA and China's DSL), COOs must balance innovation with compliance. Both BCG and Ciena prioritised cross-functional governance.
Ciena's working groups established clear policies for data residency and IP protection, ensuring ethical AI deployment. Williams adds, "Security isn't a footnote—it's foundational. Involve stakeholders early to pre-empt risks."
Proactive governance not only mitigates legal exposure but also strengthens stakeholder trust.
Scaling AI for sustained impact
Looking ahead, the focus will shift from adoption to habitual usage. BCG plans deeper integrations between AI tools and internal knowledge systems, while Ciena aims to eliminate operational silos through enterprise-wide AI workflows.
In Asia, AI is expected to become a core component of business strategy as organisations seek to enhance their competitive edge. This will likely see AI being integrated into daily operations.
Zoom's chief operating officer, Aparna Bawa asserts that "AI can truly transform your business," a sentiment that rings especially true as we approach 2025.
Analysts predict that the AI market in Asia will continue to grow, with companies increasingly investing in AI technologies to improve efficiency and productivity. According to Statista, the AI market in Asia is projected to reach $15 billion by 2025, underscoring the importance of AI in driving operational success.
Balancing innovation with humanity
For Asia's COOs, AI is a lever to unlock efficiency—but only if wielded thoughtfully. As Jackson-DeJoie summarises, "AI isn't about replacing humans; it's about elevating their potential." The journey requires patience, investment in talent, and a willingness to iterate.
In 2025, the organisations that will thrive amid volatility will be those that view AI not as a project but as a partnership between people and technology.
For COOs in Asia, the time to act is now. Organisations can unlock the full potential of AI by prioritising a structured approach to its implementation, addressing data privacy concerns, investing in change management, and fostering a culture of innovation.
Start today: diagnose pain points, pilot purpose-built tools, and cultivate a culture where innovation thrives. "The bus is moving," Williams says. "Don't wait—get on board."
