126: Making AI Useful in Business | Gibu Mathew, Zoho

How can businesses put AI to practical use? Gibu Mathew of Zoho joins Adrian Tan to discuss Zia, customer service, work efficiency and taking a long-term approach to technology.

At the time of recording, Gibu was Vice President and General Manager, Asia Pacific, at Zoho. He also reflects on his career there, the culture of ownership and advice for job seekers.

Recorded in December 2023. Roles, product examples and company practices reflect that period.

Timestamps
00:00 Introduction and background
01:13 Zia and AI in Zoho products
03:21 Zoho’s product coverage
05:03 AI and work efficiency
09:12 AI experiences and use cases
11:44 Scepticism and resistance
12:04 Data processing and security
16:56 Advice for smaller companies
19:55 Gibu’s career at Zoho
21:39 Growth and diversity at Zoho
21:57 Software developer journey
22:52 Culture of ownership
23:20 Learning from mistakes
23:54 Competing with large companies
24:27 Company evolution and opportunities
25:14 Zoho as an employer
25:43 Long-term decision making
27:40 Advice for job seekers
29:04 Choosing an industry
33:05 AI in customer service
37:19 The future of AI and work
38:24 Adopting AI in organisations
41:43 Overestimating AI’s impact
43:00 Conclusion

Connect with Gibu: https://www.linkedin.com/in/gibumathew/
Explore Zoho: https://www.zoho.com/

More from Adrian: https://www.adriantan.com.sg/
Connect on LinkedIn: https://www.linkedin.com/in/adriantanck/