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Digital Version In a business world increasingly shaped by rapid digital innovation, the role of customer leaders has transformed dramatically. Danny Major, serving as the Chief Customer Officer at OpenDialog AI, is leading this transformation. His approach goes far beyond traditional service delivery—he views customer leadership as a strategic enabler of both client and business success. For Danny, technology is simply a tool to achieve his goals. At OpenDialog AI, his core mission is to align cutting-edge conversational AI tools with tangible, measurable business outcomes. He places strong emphasis on helping clients navigate the complexities of an ever-evolving tech landscape while keeping their end goals front and center. This vision is not confined to his role alone—Danny fosters a company-wide culture of consultative, impact-driven thinking. His team is encouraged to see every interaction through the customer’s lens and to continuously explore how innovation can translate into real, sustainable transformation. customer leadership isn’t about overseeing interactions – it’s about unlocking potential at every touchpoint. In this AI-powered era, our mission is to humanize technology, build trust through intelligent dialogue, and turn every challenge into a growth story worth telling. Guiding Principles Behind Exceptional Customer Experiences At OpenDialog AI, the customer experience strategy is distilled into a powerful framework: “Understand, Educate, Execute, Evolve.” These four pillars serve as the foundation of every customer relationship. The journey begins with a deep understanding of each client’s strategic objectives, followed by a commitment to education. Especially in regulated sectors, helping clients gain clarity and confidence about AI adoption is crucial. Execution is the next step—tailored, outcome-driven deployments that fit the unique challenges of each organization. Finally, OpenDialog AI supports an evolutionary process, helping customers grow with the technology and continuously improve as their needs shift. This principle-based approach is deeply intertwined with the company’s mission: enabling businesses in complex, regulated industries to safely and confidently harness the potential of Generative AI. By aligning each project with the broader mission, OpenDialog creates not just solutions, but trusted partnerships. When Customer Insight Shapes Innovation Danny Major believes that the best innovations emerge directly from customer insight. A clear example of this was the development of the company’s Co-Pilot solution. Many clients were eager to implement AI, but hesitant to hand over full control to automated systems. In response, OpenDialog created a hybrid model, where AI works in tandem with human agents. By using this approach, clients could safely experiment with AI applications. It delivered faster call resolutions and higher accuracy, all while easing the path to digital transformation. Most importantly, it demonstrated how customer feedback could become the engine behind meaningful product development. In an era shaped by algorithms and automation, true leadership is measured by how deeply we understand people not just processes and how boldly we turn technology into trust. Driving Impact Through Conversational AI OpenDialog AI’s conversational agents are not simply tools—they are designed to become integral members of customer-facing teams. Capable of managing entire customer journeys, these agents bring personalization and contextual relevance to each interaction. This is especially critical in sectors where accuracy, clarity, and compliance are non-negotiable. Through these agents, businesses can not only reduce operational costs and compliance risks, but also boost satisfaction and engagement. From quoting to claims, OpenDialog’s AI ensures each interaction feels human, responsive, and aligned with the customer’s intent. This capability extends across industries, positioning OpenDialog’s platform as a versatile, future-ready solution for customer engagement. Measuring What Truly Matters Rather than relying solely on traditional KPIs, Danny takes a tailored approach to measuring customer success. While metrics like product utilization provide some insight, he places higher value on understanding what success looks like for each individual client. Reduced call handling time, improved customer experience scores, enhanced compliance—each of these could be a core outcome depending on the client’s priorities. This customized methodology ensures that every success strategy is rooted in what matters most to the customer. Danny and his team actively listen, ask the right questions, and design engagement strategies that reflect real-world impact. This personalized view of success makes the partnership stronger and the outcomes more meaningful. Keeping Humanity at the Center of Innovation With the rise of generative AI and automation, maintaining a human touch is more important than ever. Danny emphasizes that OpenDialog AI sees its agents not as replacements, but as collaborators. He often describes them as “silicon-based colleagues” who support the human workforce. In every implementation, Danny’s team works closely with clients to ensure their employees are prepared to manage and guide the AI systems. This human-in-the-loop model builds trust and empowers clients to take ownership of their AI journey. Co-creation, ethical oversight, and skill development are central to this strategy. By keeping humanity at the heart of innovation, OpenDialog helps clients move forward with confidence and care. Creating Unity Across Departments Cross-functional collaboration is key to customer success. At OpenDialog AI, Danny encourages what he calls the “empty chair” mindset. Every team is urged to consider the customer’s perspective in decision-making, as if the customer were present in the room. Customer insights are shared widely across departments, and clients are frequently invited to company meetings to share their stories firsthand. Such interactions enhance empathy and insight, helping sales, engineering, and product teams stay connected to real-world conditions. Additionally, structured feedback mechanisms ensure customer teams have a voice in product development and strategic planning. This open dialogue is instrumental in building a company culture where everyone is invested in customer success. Overcoming the Challenge of Scaling Personalization Scaling personalized experiences globally is no easy task. Danny identifies two main pitfalls: over-engineering from the start and relying too heavily on external advice. OpenDialog promotes an iterative, test-and-learn strategy that focuses on gradually building success through incremental achievements. By collaborating closely with clients and drawing from their internal expertise, the company develops solutions that are not only personalized but also scalable. This co-created path allows for adaptability, ensuring solutions evolve with changing market and organizational needs. Through this approach, OpenDialog helps clients

Digital Version In the vibrant world of New York’s hospitality scene, where every corner tells a story, few narratives stand out as much as that of Sofia Vandaele. As the General Manager of InterContinental New York Barclay, Sofia goes beyond traditional hotel leadership; she creates memorable experiences for guests. Her journey—from a young girl inspired by her family’s restaurant in Belgium to leading one of Manhattan’s prestigious hotels—reflects her deep passion for hospitality. “Hospitality is about connection; it’s about making people feel welcome and valued.” Sofia’s love for this industry began in her childhood, surrounded by the warmth of her parents’ restaurant. “For me, hospitality was always about connection,” she recalls. “I loved interacting with different people and creating memorable experiences.” This early spark ignited her pursuit of a degree in Hotel Management, laying the groundwork for a career that would lead her to remarkable heights. Her professional journey began at Starwood Hotels & Resorts in Brussels, where Sofia’s determination quickly opened doors. Following pivotal roles, including Hotel Manager at the Sheraton Belgravia in London, her path took her across the globe, from New York to Paris. Each experience honed her skills in hotel operations and guest relations, shaping her into the leader she is today. “Every step in my career taught me something invaluable; each city had its unique flavor that shaped my perspective.” In 2018, Sofia embraced the opportunity to lead InterContinental New York Barclay, a historic property steeped in charm. “The Barclay is not just a hotel; it’s a New York institution,” she reflects. “It’s an honor to be part of a place that has welcomed so many remarkable guests throughout its history.” With its rich legacy dating back to 1926, The Barclay is a symbol of elegance and hospitality in Manhattan. The Art of Leadership As General Manager, Sofia’s role encompasses a diverse array of responsibilities, guiding a team of over 400 dedicated professionals. “My job involves engaging with our guests, refining our services, and shaping the hotel’s vision,” she explains. Her leadership style emphasizes authenticity and inclusivity, fostering a culture where every voice is valued. “Celebrating our small wins is crucial; it creates a sense of unity and reminds everyone that their contributions matter,” she adds. In an industry where change is constant, Sofia understands the evolving expectations of guests. “Today’s travelers seek more than just a comfortable bed; they want personalized, anticipatory service,” she shares. To meet this demand, The Barclay continuously evaluates and adapts its offerings, ensuring that each guest’s experience is uniquely tailored to their desires. Innovative strategies play a pivotal role in enhancing guest satisfaction. By incorporating advanced technology—like digital concierges and modern room features—The Barclay aims to blend high-tech with high-touch service. “We want to not only meet but anticipate our guests’ needs,” Sofia emphasizes. “It’s the thoughtful details that create lasting memories.” Embracing Sustainability In an era where sustainability is paramount, Sofia is dedicated to embedding eco-friendly practices into The Barclay’s operations. “Sustainability is essential to our guest experience,” she insists. From eco-conscious in-room amenities to the Barclay Conserve Program, every initiative reflects a commitment to responsible tourism. One of her proudest achievements is the “Barclay Bees” program, featuring beehives on the hotel’s rooftop. “We incorporate the honey harvested from our bees into our culinary offerings, forging a unique connection between our guests and the environment,” Sofia explains, her enthusiasm palpable. This initiative not only supports local biodiversity but also enhances the hotel’s culinary artistry. Balancing Legacy and Innovation Sofia understands the delicate balance between honoring The Barclay’s rich history and meeting the modern expectations of today’s guests. Following a substantial $180 million renovation, the hotel beautifully marries its storied past with contemporary luxury. “We pay homage to our heritage while embracing innovations that enhance comfort and experience,” she reflects. This commitment to maintaining The Barclay’s legacy while adapting to current trends has solidified its status as a leader in New York’s luxury hospitality landscape. “It’s a careful dance, one that we approach with respect and vision,” she notes. Overcoming Challenges Sofia’s journey has not been without its hurdles. The COVID-19 pandemic presented challenges that tested the resilience of the entire hospitality industry. “It was the most significant challenge I faced as General Manager,” she admits. Yet, Sofia witnessed the unwavering spirit of her team and the hotel itself. “We rebounded swiftly, demonstrating our commitment to excellence and adaptability.” The pandemic highlighted the importance of empathy and understanding in leadership. “Prioritizing mental health and well-being has always been vital for me,” she shares. “It became even more crucial during this time for both my team and myself.” Inspiring the Next Generation As a role model in the hospitality sector, Sofia is passionate about empowering the next generation of leaders. Her advice is both straightforward and impactful: “Follow your passion, stay focused, and seize opportunities as they come.” She believes that every chance to learn and grow leads to invaluable connections and unexpected paths in one’s career. “Your passion is your compass in this industry, Let it guide you through challenges and inspire you to create meaningful impacts.” Conclusion: A Legacy of Hospitality Sofia Vandaele’s story exemplifies the transformative power of hospitality. Her dedication to excellence, paired with her innovative spirit and compassionate leadership style, sets a remarkable standard within the industry. As General Manager of InterContinental New York Barclay, she continues to shape experiences that resonate deeply with guests, reminding us that at the heart of hospitality lies a genuine desire to serve and connect. “In the fast-paced world of luxury hospitality, my journey encourages us to embrace our passions, celebrate our unique journeys, and strive for excellence in everything we do.”

Digital Version Over the last few years, AI has become a key word in many sectors, and one of its prominent faces is Dan Banas. As the Head of AI, Strategy, and Analytics at Continuum Global, Dan is more than a mere observer of the fast-changing scene of AI and Generative AI, he is leading how novel technologies should be implemented. In this day and age where change is the only constant, what does this process look like, and how does he ‘keep one step ahead’? Buckle up — Dan’s journey is about to take you into the future of AI! Merging Different Worlds Dan Banas’s career showcases continuous development and a transformative pursuit of improvement. With 15+ years of experience developing and integrating ideas of finance, operations, strategy, and technology, Dan has always welcomed opportunities to combine his broad knowledge of business processes with modern technologies. Since the beginning of his career, Dan was invited to join executive boardroom meetings with C-Suite executives and the top decision makers, often being the youngest in the room by a wide margin. According to Dan: “I got my start by assessing the financial impact of strategic decisions that executives were discussing, then leading teams to make the overall vision happen. I’m very thankful to have such central roles and to have that much visibility across businesses throughout my career”. His curiosity and flexibility brought him to the intersection of AI, data analytics, and its application to solve business problems. Nowadays Dan is looking at how organizations engage and interact with their target audiences. “There’s always been a tendency for me to start with the big picture, recognize opportunities, then work with individual business units on optimizing those operations. When it became apparent how powerful AI could be, it was only a matter of bringing together business thinking and technology,” says Banas. AI: The Business Industry’s Revolutionary Catalyst Today, AI can be regarded as an engine of change in almost every field— from repetitive business mechanics to the development of unique user-oriented approaches. Dan is at the cutting edge of AI + GenAI model implementations, helping companies better engage and communicate with their end users. From Business Development → Product Development → Operational Efficiency → leading industry relationships, Dan brings it all together as Head of AI, Strategy, and Analytics at Continuum Global “There are a range of AI + GenAI applications companies can be using, yet the complexity can get confusing. That’s why the market is looking to experts like Continuum Global. Things are changing quickly and some companies are getting left behind,” says Dan. “A great deal of advancement has been made with Generative AI in particular. Companies are no longer relegated to sending out blanket messages and are now able to customize their messaging during the interaction as well as expedite personalized content across users.” In Dan’s view, this technology is no longer a high-end pursuit reserved exclusively for large companies, but rather an economical necessity for organizations of all sizes to remain competitive in today’s volatile market. As he states, “It’s now table stakes, the bare minimum, for companies to at least be testing AI. It is a business requirement if an organization is to stay competitive in today’s fast-changing environment.” It’s now table stakes, the bare minimum, for companies to at least be testing AI. It is a business requirement if an organization is to stay competitive in today’s fast-changing environment. Scaling AI for Every Business Dan sees one of his primary challenges as bringing new AI technologies to the market for a broader audience— businesses of different sizes and with varying depths of technical knowledge. Along with Audience Strategy, Business Intelligence Dashboarding, and High Velocity Analytics, Dan’s group at Continuum Global helps companies leverage the latest AI + GenAI technologies He emphasizes, “It’s about designing and developing holistic AI integrations that work and that are easy to use.  It’s more about your approach and the systems you put in place.” These goals underpin the mission of Continuum Global, helping companies leverage powerful end-to-end Engagement Marketing and AI capabilities. What matters is partnering with the right people, who have the right expertise. Ethical AI: A Sense of Duty When Inventing Banas understands that with the growth of technology comes a growing responsibility. While issues such as data security and privacy are crucial, Banas outlines a common goal for the AI solutions being developed at Continuum Global and the ethical frameworks they adhere to. He states, “Balancing technological innovation with responsible AI development is more important than ever. Working for a global company with global solutions, we are definitely looking at regulation across the world and watching that landscape change. Similarly, I’m hearing companies with a global presence echo sentiments of wanting to partner with the industry’s best and brightest in this space.” AI-Driven Engagement Marketing: The Next Frontier Continuum Global specializes in Engagement Marketing, which is when companies have already acquired their audiences and are looking to best engage their customers across channels like email, in-app, push, SMS, social media, etc. Customer engagement is crucial for brands that want to nurture meaningful relationships with consumers, shifting away from ordinary transactional exchanges. “Being the industry specialists in this space means we can offer more nimble, tailored, and scalable solutions. Luckily, one of AI + Generative AI’s most applicable use-cases is scaling marketing activities. AI has the potential to assist brands in communicating with their customers in ways that never existed before,” explains Banas. “It’s not just about getting their attention. It’s about creating a tailor-made approach for every customer, backed by real-time data and feedback.” For Banas, the future of marketing is not just automation, but smart automation focused on adding value to the customer’s experience. Strong Interests in Wearables and Sports Analytics Outside of work, Dan also has a great enthusiasm for Analytics + AI in the future of smart wearables data and performance analytics. “I’m enjoying partnering with various universities’ Sports Analytics and AI programs. Seeing a lot

Digital Version A Visionary Leader Shaping Africa’s Entrepreneurial Ecosystem Jumanne Mtambalike’s journey into entrepreneurship began with a strong desire to address Africa’s most pressing challenges. His vision was clear from the start – create a platform that would foster innovation, support startups, and drive economic growth. As the founder and CEO of Sahara Ventures, Mtambalike has built a company that not only incubates ideas but accelerates the growth of startups and connects them to global markets. Building a Foundation for Entrepreneurship and Innovation Mtambalike’s early career experiences laid the foundation for Sahara Ventures. Beginning as anInnovation Trainee at Buni Hub, he learned firsthand the impact of innovation spaces on nurturing talent and supporting startups. The lessons learned from managing Buni Hub, combined with his personal entrepreneurial ventures, informed his vision for Sahara Ventures: a platform dedicated to building Africa’s innovation ecosystem through entrepreneurship.“What motivated me was the need to create sustainable solutions for Africa,” he recalls. “Iwanted to develop a company that would bridge the gap between innovators and markets, providing them with the tools and resources to succeed.” “Our mission is to ensure that African entrepreneurs have access to the same resources as their peers in other parts of the world.” A Catalyst for Change Across the Continent Sahara Ventures is driven by the vision of creating a sustainable innovation and technology entrepreneurship ecosystem across Africa. Mtambalike sees the company’s role as a catalyst for change, empowering young entrepreneurs and providing them with the resources to thrive. Thecompany is focused on expanding its reach, building partnerships with governments, privatesectors, and global investors, all with the goal of positioning Africa as a global hub for innovation.“Our mission is multifaceted,” he explains. “We identify promising startups, accelerate theirgrowth, and promote them on both regional and international stages. The goal is to ensure thatAfrican entrepreneurs have access to the same resources as their peers in other parts of the world.” Ecosystem Building Through Collaboration  Sahara Ventures’ approach to entrepreneur-ship is rooted in collaboration. Rather than focusing solely on startups, the company builds the entire ecosystem around them by engaging with stakeholders from government, academia, private sectors, and development partners. One of their unique strategies is an emphasis on grassroots innovation – working closely with local entrepreneurs to understand the specific context of their solutions. A standout initiative in this ecosystem-building effort is Silicon Dar, an organically formed tech hub in Dar es Salaam that supports entrepreneurs with digital skills training, market access, and innovation opportunities. This initiative, along with Sahara Ventures’ dedication to digitization, ecosystem mapping, and financial inclusion, highlights the company’s commitment to fostering innovation in underserved markets and turning Tanzania into a smart technology hub. Navigating Challenges and Building Solutions Like many African entrepreneurs, Sahara Ventures has faced significant challenges, particularlyin securing early-stage funding for startups. In response, the company has forged partnershipswith local financial institutions and established initiatives like the Sahara Accelerator to connectstartups with investors. They are also preparing to launch Raphta Angels, an angel investmentnetwork that will focus on supporting grassroots entrepreneurs in East and Central Africa. Capacity building is another challenge. Many entrepreneurs need mentorship and training to turn their ideas into viable businesses. Mtambalike’s solution? Extensive mentorship programs and workshops that equip entrepreneurs with the practical skills they need for success. Leading with Integrity, Collaboration, and Impact For Mtambalike, leadership is about more than just business success – it’s about creating a lasting impact. Integrity, collaboration, and impact are at the core of his decision-making process, and these values drive Sahara Ventures’ operations. “At Sahara Ventures, we believe in being BOLD – Brilliance, Optimism, Love, and Determination,” he shares. “These values are the foundation of everything we do, and they guide us in building meaningful relationships and making a difference in the communities we serve.” Empowering a New Generation of Entrepreneurs Looking ahead, Mtambalike envisions a future where entrepreneurship in Africa is shaped by technology, sustainability, and inclusivity. The rise of digital technologies, artificial intelligence, and green solutions will be key drivers of growth, and Sahara Ventures is positioning itself to lead in these areas by investing in digital skills, supporting green startups, and promoting inclusive opportunities for youth and women.Sustainability is also at the forefront of Mtambalike’s vision. Sahara Ventures integrates sustainable practices into its operations by supporting clean technology startups and focusing on environmental impact. Through programs like ClimateKIC, the company is helping to build a future where entrepreneurship contributes to a more sustainable and equitable world. “The future of entrepreneurship in Africa will be shaped by the rapid adoption of digitaltechnologies and the increasing role of youth and women in innovation.” Innovating for the Future Sahara Ventures is preparing to launch several transformative initiatives, including Raphta Angels and Camel.AI, an AI-enabled consulting service that integrates artificial intelligence into business consulting. Additionally, the company is digitizing its accelerator process with InvestoRedo.AI, a platform that will streamline the startup acceleration process and provide personalized guidance.Through these initiatives, Mtambalike aims to shape a future where African entrepreneurs are at the forefront of global innovation, and Sahara Ventures is leading the charge. “We believe in being BOLD – Brilliance, Optimism, Love, and Determination.”