In conversation with CIO&Leader, Amir Durrani, Global Head – Applications and Business Process Services at NTT DATA, Inc., shares insights on how AI, data, and innovation are transforming enterprises.
For Amir Durrani, a 30-year veteran in the technology industry, this era represents the most transformative and exhilarating chapter of his career. As Global Head of Applications and Business Process Services at NTT DATA, Inc., Durrani has witnessed digital revolutions come and go, but none as sweeping as the one being driven by artificial intelligence.
“Technology is changing the way we do everything,” Durrani reflects. “Even how I start my mornings or how I hold a meeting is different now. It’s exciting, yes, but also a little scary because we’re moving into uncharted territory.”
His analogy is vivid, comparing this moment to sitting in an IndyCar at 200 miles an hour, unsure of what lies ahead at the next turn. That blend of excitement and fear, he says, perfectly captures the essence of today’s technology landscape.
From Automation to Imagination
Durrani believes the last decade was about automating existing processes using RPA, chatbots, and machine learning to improve efficiency. Now, the question has evolved: How do we reimagine the business itself?
“The edge today isn’t about being online or not,” he explains. “It’s about thinking out of the box, imagining the impossible because, honestly, with the technology we have today, nothing really is impossible.”
This reimagination is central to how NTT DATA approaches transformation. By uniting its Business Process Services (BPS) and Applications practices, the company is merging deep domain knowledge with cutting-edge technology to create tangible business outcomes.
For instance, in healthcare, Durrani proudly shares how NTT DATA helped clients reduce Per Member Per Month (PMPM) costs by up to 20% in under a year, a testament to the company’s blend of business insight and technical innovation.
Gen AI, Agentic AI, and the Evolution of Intelligence
Durrani maps out the evolution of intelligent automation, from RPA, which automates repetitive tasks, to Generative AI (Gen AI), which introduces intelligence, and now to Agentic AI, which empowers systems to make decisions autonomously.
“Today, you can’t have a conversation with a client without Gen AI being part of your service line,” he says. “But the next leap is Agentic AI, not just automating, but rethinking processes entirely.”
This shift is already paying dividends. In sectors such as healthcare and manufacturing, organizations are achieving 80–90% productivity gains by reimagining processes from scratch, rather than merely tweaking legacy systems.
The Power of Data and the AI Backbone
When it comes to driving AI success, Durrani underscores two pillars: data and infrastructure.
“Without data, you have nothing to train your models,” he emphasizes. “The richness and accessibility of data determine how effectively AI can be applied.”
NTT DATA’s data platforms are designed to bridge fragmented systems, providing middleware that organizes and feeds data into AI systems in real-time. This, Durrani explains, is crucial as enterprises move toward AI-driven decision-making.
Innovation at the Core
NTT DATA invests heavily in the future, spending $3.6 billion annually on innovation, and nearly 30% of its profits are reinvested in sustainability. Its six global innovation centers, including its largest in Tokyo, focus not just on near-term advances but on futuristic breakthroughs.
Among them is IOWN technology, a pioneering initiative that transmits electricity through photons, a step toward more sustainable, energy-efficient computing. Other innovations, like NTT DATA’s Tsuzumi LLM and Smart Agents, reflect the company’s dual approach: advancing both immediate business outcomes and long-term societal impact.
Cloud Partnerships and Cybersecurity
NTT DATA’s collaborative cloud strategy is another differentiator. With significant partnerships across Microsoft, Google Cloud, and AWS, the company tailors cloud solutions —public, private, or hybrid—to each client’s needs. Proprietary tools like UniKix and IntelliMod help rehost and modernize legacy applications, creating seamless pathways for modernization.
On cybersecurity, Durrani is emphatic: “Security is non-negotiable.” He highlights NTT DATA’s dedicated cloud and security practice, which integrates AI and Gen AI to detect and counter emerging threats proactively.
Preparing for the Human-AI Symbiosis
Even as AI takes center stage, Durrani stresses that the human edge remains irreplaceable. “Technology alone cannot succeed,” he says. “It’s the combination of human intelligence and technology that drives real change.”
At NTT DATA, extensive training and upskilling programs ensure employees stay ahead of the curve. But beyond skills, Durrani believes the real challenge lies in mindset. “People must realize that the way they do things today cannot continue tomorrow,” he notes. “We’re managing not just people anymore, but AI agents, and that requires new thinking.”
The Road Ahead
For Amir Durrani, the journey of transformation is just beginning. As AI evolves from assistant to collaborator, he envisions a world where humans govern agents, not employees, orchestrating technology with precision and purpose.
“In the end,” he reflects, “humans will continue to train technology to understand business. That’s our edge, the ability to combine logic, empathy, and imagination to shape the next frontier.”