Reimagining Workflows Beyond Software

The shift from SaaS to custom-built solutions presents a unique challenge for organizations across Africa. While the technical capability to rebuild exists, the real risk lies in replicating existing inefficiencies rather than innovating.

Mike Anderson, CIO at Netskope and 2026 inductee into the CIO Hall of Fame, emphasizes that this isn’t primarily a technology problem—it’s a process one. “The danger is we’re not thinking differently,” he notes. “We’re building based on how things work today, which means creating systems still centered around human inputs like dashboards and forms when agents don’t need them.”

Start with the Outcome

Anderson advocates for a fundamental shift in approach: before coding anything, cross-functional teams should reimagine processes from end to end. “Get clear on what success looks like first, then work backward,” he suggests.

Rather than asking ‘Can this be done with AI?’, organizations should ask ‘Could I delegate this task to an agent with predictable results?’ This focus helps ensure new solutions truly optimize workflows rather than just digitizing existing ones.

The Human Element Remains Critical

Even as technology evolves, people remain central. Anderson recommends small, agile teams—a subject matter expert, a product owner, and an engineer—who can collaborate closely to define needs and build targeted solutions.

Beyond technical skills, these teams need domain expertise and the ability to envision how agents would interact with new systems. The goal is to create intuitive experiences that require minimal human intervention while ensuring predictable outcomes.

Building for Tomorrow’s Work

Organizations should prioritize:

  • Process reinvention: Redesign workflows from agent perspectives
  • Outcome-based design: Define success metrics upfront
  • Agent-first architecture: Build systems that agents can seamlessly use
  • Disciplined innovation: Focus on solutions that drive growth, reduce costs, and manage risk

By shifting focus from technology to process, African organizations can harness the potential of custom AI solutions while avoiding the trap of simply replicating old ways of working.