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How 2018 Can Shape The Digital Transformation Story

Published on: Friday, January 05, 2018

In 1609, Galileo’s invention of the telescope led to the discovery of a solar system, with planets revolving around the sun, something which was never observed before. That ours was a Sun-centred system and not Earth-centred. What changed? This invention paved the way for humans to view the universe in a totally new perspective, the way it’s viewed today.

Innovations have the potential of bringing about a change, which has never been experienced before. That’s something which has been happening in the past and even as the whole world waits to welcome the next year. Let’s now talk business here, more specifically, (technological) innovation-driven business.

Organizations are in a quandary today. On one hand, you have multi-dimensional set of challenges, and on the other hand you are spoilt for technological choices. One problem with available choices is that instead of equipping you with the basic ability to connect and orchestrate your organizational resources, every piece of technology or a solution when added to the kitty creates another ivory tower for you to manage. But there are ways you can leverage intelligent technologies to go digital and create business impact in this digital age.

Businesses, as we know it, are changing.

In the recent past, we saw customer experience, agility and empowered workforce form the three basic tenets of a digital enterprise. In 2018, while businesses try to retain these tenets, there will be certain shifts in the IT domain which will mark the onset of intelligent and engaging technologies across verticals. These shifts; automation, digital labour (robots) to name a few, will have the potential to change the way organizations operate.

Large or small, these businesses will have to look forward to drive differentiation through various methods, be it enhanced customer experience, faster delivery of products or services or enhanced transparency in processes. There’s constant need of business agility to respond to the changing market dynamics. While they have started to understand this, there’s a long road ahead for creating business impact by leveraging intelligent technologies.

Having said that, let us look at the top five of these very aspects and technological shifts which will be the talk of the town in the upcoming year:

Progress in process

2018 will mark the rise of BPM-enabled low code Application Development and Strategic app development tools which will gradually pave way for No-code strategic application development. Organizations will leverage Intelligent BPM, not just for legacy modernization but also orchestrate various resources to run the business efficiently. They would need to need to connect all the resources – systems, processes, people, and even things, to create an enterprise value web. Value chain will be a passé and value web, where all the entities are interconnected to deliver value will be in.

Touch Interfaces will give way to Customer Touch Points

In the upcoming year, we will see the rise in consistent process continuity across various touchpoints of a customer interaction. Omnichannel and cross-channel communication will ensure that processes and CX are in sync. BPM will don new hats such as advanced tools for content integration, process orchestration, predictive and on demand analytics, enterprise mobility and social collaboration. What will arise is an end-to-end digital process automation driven by an intelligent business process platform.

Creating a connect by tying loose ends

With data becoming equivalent to a goldmine, and almost 80-90% of it being unstructured or semi-structured, the need to create, capture, manage and make sense of all the available information will be more crucial than ever. Enterprise Content management will become an imperative for most organizations and will continue to play an important role in Digital transformation. It will be an enabler in the way organizations use their data, using analytics, to gain business insights or to take their products to market or both. Forrester expects Enterprise Content Management (ECM) to be a global market worth $9 billion in 2018.

Similarly, with natural language processing percolating into fundamental data-intensive technologies, there will be an increased focus on improving the on-demand as well as automated delivery of customer communication which encompass complete customer journey mapping and analytics.

The Need for Digital Sensing

The definition of a great customer experience is changing, and changing fast. As we move into 2018, Digital Sensing will gain strength and culminate into some key visible trends that will drive customer experience. Be it the front-end customer touch-points or back-end processes, Digital Sensing will converge end-to-end communication across channels to unearth contextual engagements and analyse sentiments of customers, all from a single platform. In 2018, companies will leverage digital sensing to connect and operate in a way that will redefine the meaning of customer experience in the millennial era.

RPA For Last Mile Automation In Digital Processes

2017 saw RPA going mainstream. However, the technology still needs to percolate into the existing processes as well as strategies in order to really becoming mainstream. Apart from freeing up the bandwidth of knowledge workers and allow for an efficient way of performing those repetitive mundane tasks, RPA will also become customer-facing.2018 is likely to see the start of COOs and CIOs shedding their mutual wariness and working together for smoother and more robust RPA implementations.