Interview: Sanjeev Siotia, EVP and CTO, Manhattan Associates.
Manhattan Associates, a US-based supply chain software maker with one of the oldest global capability centres (GCCs) located in Bengaluru, is bringing GenAI into the customer service experience for retailers and brands seeking to bolster their supply chain operations. In this interview, Sanjeev Siotia, EVP & CTO, Manhattan Associates, speaks to Sudhir Chowdhary on the strategic importance of India GCC and impact of AI on supply chain management. Excerpts:
How do you leverage cloud technologies to improve supply chain efficiency?
Manhattan Associates has been in the supply chain industry for 30 years, and in 2014, we made a strategic shift to cloud technology. Our primary goals were to enhance innovation, extensibility, scalability, and resiliency. Previously, software updates were released annually but took years for customers to adopt. Now, with cloud technology, we release updates every three months, going live within a month so customers can quickly benefit.
Cloud technologies ensure seamless upgrades, with customer modifications remaining compatible with future updates. Since transitioning to our cloud-native solutions, customers have seen significant improvements with enhanced agility, scalability, minimal issues, and also enabling frequent updates.
How is your GenAI strategy different from other players?
We are pioneering GenAI across four key areas. First, in user experience, we are transforming human-computer interaction by enabling natural language communication. This simplifies user interactions, removing the need for specialised knowledge, and is exemplified by Manhattan Maven, our specialised GenAI powered chatbot, built for next level customer service, which integrates across the entire application.
Second, we’re focused on reducing time to market. GenAI can significantly expedite the implementation process by automating tasks like interface mapping, which typically takes months, allowing us to achieve 90-95% of the necessary work quickly.
The third area is productivity. We’ve integrated AI to streamline tasks such as documentation searches, enabling users to find answers to complex queries in seconds, thereby improving operational efficiency.
Finally, we’re leveraging GenAI to provide deeper insights by processing larger datasets more quickly, allowing for faster responses to data-driven queries. These innovations are making our platform more responsive, efficient, and user-friendly.
What role does the India GCC play in the development of GenAI solutions?
Today, two-thirds of our global R&D team (2,100 people) is based in Bangalore, where 70% of the R&D work is conducted, supporting operations across the Americas, EMEA, and APAC. More than 90% of the development for both Manhattan Active Maven and Assist is executed here. However, it goes beyond just the volume of work — India is also home to some of our top leadership, who have been pivotal in steering this effort.
While we provide strategic direction on goals and outcomes, the execution, problem-solving, and much of the hands-on innovation come from the teams in our India GCC. India plays a crucial role in not only driving these initiatives but also shaping the future of our technological advancements.
How are GCCs attracting top talent while maintaining operational cost efficiency?
India’s success in the GCC segment is driven by two key factors: a vast pool of engineering talent and evolving expertise. The large number of engineers graduating every year offers a rich talent base, making India an attractive destination for GCCs. While cost was historically the primary driver, today, the quality of work and innovation happening here is a bigger factor.
Over the past decade, we’ve moved from simply executing designs created elsewhere to leading design, development, and innovation directly from India. The growing global exposure and improved understanding of industry-specific operations also contribute significantly to this shift.
From: financialexpress
Financial News
