When Ng Tian Chong first began using Microsoft 365 Copilot about a year ago, his reaction ranged from curiosity and skepticism to cautious optimism and excitement.
“It was a mixed bag. That’s how I started,” said the CEO of Singtel Singapore, which drives Singtel Group’s telecommunications business in Singapore and supports its global network in Asia and Europe.
Ng joined Singtel as CEO in June 2023 to oversee the merger of Singtel Singapore’s consumer and enterprise businesses. Since then, he’s been driving efficiencies from that restructuring and building a culture that’s agile, resilient, and ready for the future across a team of about 5,000 people.
Initially, Ng used Copilot as a search engine. As he explored its capabilities, he found he could save time by asking it to summarize emails and the day’s news.
Now he’s progressed to treating Copilot, and its agent Researcher, as a “sparring partner for thoughts,” and uses it in a more integrated way across the Microsoft suite of office tools.
“It started as a productivity tool but it’s evolving into an enabler for me to do more strategic things,” he said.
His most memorable interaction with the generative AI assistant happened when he was deep in strategic planning season and was working on a refreshed vision statement.
He fed Copilot with data on the telco environment and asked it to come up with strategic themes worth considering.
Its response left a deep impression.
“My Copilot gave me several good things to think about. It quickly got me into a space where I could unlock more insights about that topic,” he said.
Ng credits his “AI companion” with helping him become a more confident, effective leader. Particularly in the current business environment where multiple events can create complex, unpredictable challenges that call for quick responses.
He says Copilot acts as a force multiplier – helping him cut through information faster, anticipate potential issues before they surface and respond with greater confidence.
“In the old days, we had to be well-learned, well-read, well-connected, well-networked to get that massive flow of information from the ecosystem,” he said. “But today with Copilot, I have a trusted resource that’s there.”
By using Copilot to brief him on unfamiliar subjects and prepare for his many meetings, Ng has more time for decision-making. And he doesn’t need to place additional pressure on his team of senior leaders who already juggle demanding portfolios.
Deploying AI in the workspace and for customer experience is a priority for Singtel, which recently announced its vision to be an “AI-first telco of the future.” According to Ng, this strategic pivot means adopting AI is “front and center of what we do now.”
Ng likens his leadership style to that of a leader of a jazz band who can improvise, adapt and bring out the best in an ensemble when faced with uncertainty. This contrasts with the orchestra conductor metaphor often cited in business, where a CEO guides musicians to play a set piece.
“This means not panicking when there isn’t a script and just play on with the rhythm. Copilot helps a lot when you don’t have a script,” he said.
He also uses Copilot in his personal life. In October, it helped him land a whopper: a 40-pound cobia while deep-sea fishing in the South China Sea.
“I asked Copilot to help me figure out the best combination of live bait for that time of the year,” said Ng. “It advised me to use squid and prawn, instead of our usual small fish. It worked.”
Top image: Ng Tian Chong, CEO, Singtel Singapore. Photo: Singtel, Singapore. Image background generated with Microsoft Copilot.
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