{"id":10693,"date":"2024-07-22T10:45:51","date_gmt":"2024-07-22T10:45:51","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=10693"},"modified":"2024-07-22T10:47:02","modified_gmt":"2024-07-22T10:47:02","slug":"conversation-with-ketan-patel-cio-ocs","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/eu\/blog\/conversation-with-ketan-patel-cio-ocs\/","title":{"rendered":"A Conversation with Ketan Patel, CIO at OCS"},"content":{"rendered":"\n

During our World Tour London event at the ExCeL, I took the opportunity to talk to Ketan Patel, who is Group CIO with OCS Facilities Management, a global company that\u2019s renowned for its ability to deliver quality facilities across multiple sectors, from workplaces to living spaces, educational facilities to transport and logistics hubs to hospitals and retail spaces.<\/p>\n\n\n\n

\u201cIt\u2019s a very data-rich business,\u201d Ketan told me, \u201cAnd even though we\u2019re operating in a very established industry, it\u2019s one that\u2019s always evolving \u2013 and rapidly.\u201d He stressed that technology is transforming OCS\u2019s business models at a rapid pace.<\/p>\n\n\n\n

\u201cBecause we have so much data flowing through the business all the time, we need to make sure we can leverage its power and use the insights it can give us to make the facilities and buildings we operate much more efficient, not just to benefit our business and our clients, but also achieve ESG goals that are so important right now.\u201d<\/p>\n\n\n\n

The data helps you see so much more<\/strong><\/h2>\n\n\n\n

During the World Tour event, we heard a lot about AI and its potential for leveraging value and insights from massive amounts of data, I asked Ketan whether he and his teams were excited about the potential of the technology.<\/p>\n\n\n\n

\u201cDefinitely! It\u2019s already yielding benefits. We\u2019re able to get data, really granular, specific, real-time data from our buildings and facilities so that we can see when and how buildings are occupied, how people (and things) move around those spaces, and what each space is being used for at particular times of the day and night,\u201d he said.<\/p>\n\n\n\n

\u201cFor instance, take retail spaces like shopping centres; we can drill down to see who is going where, when, and what their dwell times are. We can calculate when more women than men are in the centre, and where they\u2019re going and what they\u2019re doing. And, of course, the other way around. That demographic data is vital not just to us, but to our tenants.\u201d<\/p>\n\n\n\n

Ketan stressed that tenants must be seen as clients \u2013 as customers. \u201cThat\u2019s what the data helps us do. And that\u2019s why working with CRM technology from Salesforce is so important. We know that the tool provides the power, especially with its inbuilt AI, to help us gain valuable insights, but we have to use those insights to benefit our clients.\u201d<\/p>\n\n\n\n

OCS is a global group and Ketan agreed that the large volumes of data it generates was a challenge. \u201cI like a challenge,\u201d he said. \u201cI see data as disruptive \u2013 in a good way. It\u2019s tough overcoming the silos which naturally occur in such a big organisation, but getting the data together is a challenge that\u2019s worth confronting. We\u2019ve been acquiring different businesses recently and they all come with their own datasets, but we\u2019ve been working hard to align them.\u201d<\/p>\n\n\n\n

Is it working? \u201cYes, and that\u2019s because we\u2019re defining the KPIs we want to achieve. The kinds of things that are fundamental to us, such as who exactly are our customers, how are we engaging with them, and NPS scores we are achieving?\u201d<\/p>\n\n\n\n

Capture the data and USE it!<\/strong><\/h2>\n\n\n\n

Salesforce\u2019s message that CRM+AI+Data+Trust is the key to achieving those actionable insights is something that Ketan agrees with; \u201cSo, it\u2019s not just capturing that data; it\u2019s USING it. Using it to transform how we nurture our sales pipeline, make and win bids, and then apply good practice to all our customers.\u201d<\/p>\n\n\n\n

Ketan mentioned a statistic from a session at World Tour London; the fact that only 4% of organisations are ready to make the most of AI in leveraging value from their data. \u201cThat\u2019s amazingly low, but it\u2019s actually not that surprising,\u201d he said, \u201cLike I said, getting the data into the right shape is the key.\u201d<\/p>\n\n\n\n

Create a culture of working the data to see tenants as customers<\/strong><\/h2>\n\n\n\n

Ketan believes that an all-or-nothing \/ big-bang approach isn\u2019t right. \u201cStart small. Focus on quick wins. There\u2019s no need to create the perfect architecture from the start, instead do something that boosts margins, creates value, adds to service excellence. Then move on.\u201d<\/p>\n\n\n\n

\u201cLeverage AI so you can ensure the data adds value to your people. Proven tangible benefits around safety, better services, sustainability and so on, will get buy-in. You need a good technology roadmap that clearly shows how benefits can be unlocked going forward.\u201d<\/p>\n\n\n\n

Is Ketan excited or nervous about the coming of AI? \u201cBoth. AI has re-defined the traditional barriers we work within. In fact, it feels like there aren\u2019t any barriers at all! That can be disconcerting. But it\u2019s a journey. As I said, start small and build on success.\u201d<\/p>\n\n\n\n

Ketan ended by stressing the importance of working with a partner that can offer both support and the right technologies. \u201cThat\u2019s why we work with Salesforce, of course. It\u2019s how, step by step, we\u2019ll master data and AI in our own way.\u201d<\/p>\n\n\n\n

Salesforce is OCS\u2019s partner on their CRM+AI+Data+Trust journey, we can be yours too.<\/strong> <\/p>\n\n\n\n

Find out more by taking a look at the eBook here<\/u><\/strong><\/a> and learn how you can drive faster time to value and innovate with every new technology wave.<\/strong><\/p>\n\n\n\n

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Building the foundations
for an AI future<\/h2>\n\t\t\t\t\t\t\t

Salesforce for the
built environment industry<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t

\n\t\t\t\t\tDownload e-book<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t
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Starting small and focusing on quick wins is the secret to reaping the benefits of AI, says Ketan Patel, Group CIO at OCS Facilities Management.<\/p>\n","protected":false},"author":288,"featured_media":10355,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"fd0cc2c169af455fa4d0057f9e0084c0","post_meta_title":"","ai_synopsis":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_topic":[41,11,251],"sf_content_type":[],"coauthors":[392],"class_list":["post-10693","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_topic-crm","sf_topic-data-culture","sf_topic-ai"],"yoast_head":"\nA Conversation with Ketan Patel, CIO at OCS - Salesforce<\/title>\n<meta name=\"description\" content=\"Starting small & focusing on quick wins is the secret to reaping the benefits of AI, says Ketan Patel, Group CIO, OCS Facilities Management.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.salesforce.com\/eu\/blog\/conversation-with-ketan-patel-cio-ocs\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"A Conversation with Ketan Patel, CIO at OCS\" \/>\n<meta property=\"og:description\" content=\"Starting small and focusing on quick wins is the secret to reaping the benefits of AI, says Ketan Patel, Group CIO at OCS Facilities Management.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.salesforce.com\/eu\/blog\/conversation-with-ketan-patel-cio-ocs\/\" \/>\n<meta property=\"og:site_name\" content=\"Salesforce\" \/>\n<meta property=\"article:published_time\" content=\"2024-07-22T10:45:51+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-07-22T10:47:02+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.salesforce.com\/eu\/blog\/wp-content\/uploads\/sites\/14\/2023\/11\/B-1.jpeg\" \/>\n\t<meta property=\"og:image:width\" content=\"1500\" \/>\n\t<meta property=\"og:image:height\" content=\"844\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Yalda Gerami\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Yalda Gerami\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.salesforce.com\/eu\/blog\/conversation-with-ketan-patel-cio-ocs\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.salesforce.com\/eu\/blog\/conversation-with-ketan-patel-cio-ocs\/\"},\"author\":[{\"@id\":\"https:\/\/www.salesforce.com\/eu\/blog\/#\/schema\/person\/image\/f24684f43ee8b2f47d2090eb9c8c010c\"}],\"headline\":\"A Conversation with Ketan Patel, CIO at OCS\",\"datePublished\":\"2024-07-22T10:45:51+00:00\",\"dateModified\":\"2024-07-22T10:47:02+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.salesforce.com\/eu\/blog\/conversation-with-ketan-patel-cio-ocs\/\"},\"wordCount\":895,\"commentCount\":0,\"image\":{\"@id\":\"https:\/\/www.salesforce.com\/eu\/blog\/conversation-with-ketan-patel-cio-ocs\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.salesforce.com\/eu\/blog\/wp-content\/uploads\/sites\/14\/2023\/11\/B-1.jpeg\",\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/www.salesforce.com\/eu\/blog\/conversation-with-ketan-patel-cio-ocs\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.salesforce.com\/eu\/blog\/conversation-with-ketan-patel-cio-ocs\/\",\"url\":\"https:\/\/www.salesforce.com\/eu\/blog\/conversation-with-ketan-patel-cio-ocs\/\",\"name\":\"A Conversation with Ketan Patel, CIO at OCS - 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