In the last couple of years, we have seen a huge evolution in technologies on all spheres especially in the sectors of Martech, Finance and emerging and advanced future tech like Artificial Intelligence, IoT etc. This year (2020) might witness digital transformation in a large scale, which will further facilitate better customer experience by strengthening customer relationships and building trust. We will see better automation of robotic processes. Operations and marketing will also become more exciting this year.
Some such predictions that were made regarding this year are as follows:
Digital transformation in a broad scale:
In the past few years many companies and organisations have already tried their hands into using different kinds of projects to automate and digitize their workflow or tasks. This year it is expected to see enterprise-wide tasks focussing on changing operations from the core which are otherwise thought to be very critical. These projects will make the operational backbone better and stronger and give assistance to an entirely new level of partnership between the employers, employees, leaders of respective organisations and the complete IT infrastructure.
This evolution will also in turn help the organisations that handle marketing operations to work with maximum effectiveness. The leaders of The IT companies should prepare themselves to lead not only a larger cultural shift in the organisations but even to prepare for digital transformation centric shift in the sectors providing IT service. The leaders who would forbid from making these changes, might lose the trust of their boards and affect the health of their organisations in the long run.
The centre stage will be occupied by Artificial intelligence:
Artificial Intelligence will now be applied to more practical and specific technologies such as processing of natural language, decisioning, machine learning. This means Artificial Intelligence will be assisting to build meaningful engagements, operations and solutions which generally concentrates on impacting employee and customer experiences. This new application of artificial intelligence will thus create various challenges for governance and training.
Organisations must set up centres of Excellence to manage the ethical and expectations use of Artificial Intelligence, for looking up for the best possible ways for Organization’s tools based on Artificial intelligence to work with more effectiveness together and in collaboration with human workers with more efficiency. The Centres of Excellence which are most successful will require time to perceive how their applications of technologies based on Artificial intelligence are creating an impact of people. Artificial Intelligence will also help in standardizing the market of digital transformation. The algorithms of machine learning have developed and expanded on the past few years. This year the leaders of IT organisations should include them into the data analytics strategy. It will also help in mitigating and automating the problems associated with data governance.
Rising of low code scales:
This means that very minimal coding is required in the development of any applications. Leaders of the IT sector will be using the low code scales to rapidly create enterprise-class software and that too in large scale. As the usage of low code increases, the role of IT leaders will become important in establishing governance to enable all contributors and collaborators on same page. It will also enhance better customer experience, higher productivity, i.e. a greater number of apps will be developed in less time which in turn will decrease costs. It will also enable the companies to improve its agility.
With low code platforms, organisations will be enabled to quickly and easily adapt and respond to the business conditions which are ever changing. Low code platform will lead to effective governance and risk management. It will also help developers get rid of arduous tasks no. Of bugs are also considerably reduced with the use of low code platforms thus making maintenance easier. It makes deploying, changing and managing hundreds of apps easier. Applications does not become obsolete and remains always up to date. The applications will also adapt to the ever-changing market conditions and business impact will also increase.
More strategic automation platform:
Robotic process automation ensures the use of Artificial intelligence to be coupled with software for handling high volume tasks which earlier required humans to manage it. But now IT leaders have realized that the Robotic process automation alone cannot bring digital transformation, thus they will be opting for more intelligent and strategic platforms for automation. Emerging enterprises are expected to replace the RPA bots or configurable software that were earlier set up to, with unified and modern architectures. These architectures connect the back and front offices, assemble critical capabilities such as Artificial intelligence, case management and process orchestration for enabling platforms which instantaneously provide right services or tools as service operational constructions.
The advantages of bots too cannot be wholly discarded because gradually the leaders of the enterprise will realise that bringing together working of bots with humans will maximise operations and create surprising outcomes or products. The intelligent bots will change the approach of enterprises to their business activities such as process improvement, scale, workflow orchestration.
Marketing will become more authentic and transparent:
Marketing will shift from conducting daily campaigns to more authenticity and transparency. This will create memorable experiences of individuals. Artificial intelligence is being developed to help organisations present interactions and conversations which are meaningful and tangible to individual customers. Marketing first should begin internally or from the office itself. Internal brand building should not be overlooked. Apart from this authenticity will help marketers will also learn about the most ethical and empathetic way to interact and engage with everyone. Some of these ways are being honest to the customers, staying true to their brands, and be precise and calm, marketers will become successful with creativity and not conformity.
Marketers should also empathise with the decision makers this being patient with any internal changes made and most importantly they should admit their own flaws and mistakes wherein lies the transparency. What automation could not do, authenticity and transparency will do. This will help in combating relationships which are generally lost through automation and tech. Brand awareness will increase of organisations write about topics which interest the customers. This will also build customer loyalty.
Digital transformations to mend any gaps in customer experience:
Intuitive, frictionless, and easy customer experiences will continue to grow as digital customer’s power expands. Customers have already started to make use of personal assistants like Google Assistant to make appointments or dinner reservations. Enterprises will now have to interact with customers as well as their bots. Enterprise which orchestrate experiences of customers by applying intelligent automation will also ensure that the promises which are made on the front end are the same promises made in the back end. Thus, to maximise customer loyalty, organisations need to get customer experiences right. In this way they will lose neither their customers nor their data. Although the predictions have been made, time will only say whether these predictions have been made right or not and its subsequent effects on the organisations.