Sunny Side Up

In this episode of OnBase, host Chris Moody talks with Myla Pilao about how brands can remain relevant and resilient in the age of AI. Myla shares her unconventional path into the ICT and cybersecurity industry, and why translating technical narratives into relatable, actionable stories is key to influencing behavior.The conversation explores AI’s role in shifting from transactional to relationship-driven customer experiences, the importance of high-quality data, and strategies for hyper-personalization without crossing privacy boundaries. Myla explains how her team balances automation with creativity, integrates AI responsibly, and aligns global teams around AI-driven processes.Key TakeawaysAI as a Relationship Builder: Moving beyond generic automation to personalized, context-aware customer interactions.Data Quality First: “Garbage in, garbage out” still applies—AI’s success depends on the integrity of your input data.Hyper-Personalization in Action: Tailoring responses and recommendations to specific, high