The Department of Management Information Systems (MIS) at American International University-Bangladesh (AIUB) organized an enlightening webinar titled “Transforming Service Delivery Through Information Technology” on Saturday, May 24, 2025. Held virtually via Microsoft Teams, the session brought together students, faculty, and IT enthusiasts for an engaging discussion on how technological advancements are revolutionizing service delivery across industries.

The keynote speaker was Prof. Dr. Deshinta Arrova Devi, Professor at the Faculty of Data Science and Information Technology (FDSIT), INTI International University, Malaysia. She is also the Research Track Leader for AI & IoT and the Managing Editor of the Journal of Data Science (JoDS). Her session focused on the evolution of service delivery, key digital technologies, and strategic models that organizations are adopting to gain competitive advantage in the digital age.

Dr. Deshinta provided deep insights into the transformational role of AI, Machine Learning, IoT, Cloud Computing, Process Automation, and Data Analytics in reshaping how services are delivered in sectors such as healthcare, banking, and retail. Drawing on real-life case studies from companies like Roche, ING, and Domino’s Pizza, she illustrated the measurable impact of digitalization—such as faster decision-making, higher customer satisfaction, and improved operational efficiency. She also discussed implementation roadmaps for digital transformation, highlighting the importance of strategy, people-centered design, and data-driven optimization. Future trends such as ambient computing, 5G, digital twins, and decentralized systems were also explored.

The event commenced with opening remarks by Prof. Dr. Mohammad Faridul Alam, Director of the Graduate Program, who emphasized the relevance of emerging technologies for future business leaders. The guest was introduced by Mr. Mohammad Baijed, Lecturer, Department of MIS, while Dr. Rezbin Nahar, Director of the Undergraduate Program, delivered the closing remarks, noting how artificial intelligence, when used ethically, can empower humans and enhance inclusive service delivery.

Other notable attendees included Prof. Dr. Anwar Hossain, Advisor and Dean-in-Charge, Faculty of Business Administration (FBA), Mr. Mehzabul Hoque Nahid, Head of the MIS Department, and Mr. Khandakar Tahurul Islam, Lecturer, Department of MIS. The webinar drew participation from nearly 80 students, who actively engaged in the session and raised thoughtful questions on digital disruption and its implications for the service economy.