Entries by Andrew Lobo

UK Digital Service Providers Helping Accelerate Digital Adoption

In 2020, the UK faced its worst recession over the last three centuries, with its worst quarterly GDP contraction of approximately 20% in Q2 2020. Its economy shrunk twice as much as any other G7 nation. However, despite the deep recession, a combination of government investments and enterprise commitment toward digital adoption pushed the economy farther along in the recovery curve. Digitally mature businesses are addressing rapidly evolving customer behavior by creating personalized experiences using artificial intelligence (AI) and advanced analytics and enhancing customer engagement by deploying virtual agents/chatbots to assist customers and resolve queries. Alternate business and operating models are gaining traction in the region. Global service providers are increasing market penetration through acquisitions and hiring. These emerging trends are covered in Avasant’s United Kingdom (UK) Digital Services 2021–2022 RadarView™.

SAP S/4 HANA and Service Providers Unlocking New Business Processes with Analytics

Enterprises are adopting SAP S/4HANA to exploit new sources of revenue and streamline processes with the help of its big data and analytics capabilities. To respond more effectively to volatility in supply and demand, enterprises leverage SAP S/4HANA to improve visibility over business processes. Faster implementation cycles with the use of preconfigured solutions, fewer customizations, and agile development have gained traction, as enterprises are looking for faster time-to-value from their investment in SAP S/4HANA.

Compliance Requirements Driving the Move to Government Clouds

The dramatic shift towards smart cities and a new digital economy is increasing the need for governments to upgrade their IT infrastructure. Cloud environments are the best way to ensure government systems are highly available and data is securely accessible. But until recently, cloud was not always an option for government entities due to strict compliance requirements. Now providers are catering to this need by setting up government clouds—sovereign data centers to employ local workers in the countries they intend to serve.

Unified Communications Transitioning from Business Continuity Tool to Strategic Must-Have

The UCaaS Platforms 2021–2022 RadarView™ addresses the need for enterprises to replace their telephony infrastructure with a modern cloud communication platform and identify the right UCaaS providers to partner with. The 56-page report also provides our point of view on how UCaaS platform providers are catering to the changing needs of organizations through a wide portfolio of products and services, thus delivering a general ranking based on key dimensions of product maturity, enterprise adaptability, and innovation road map.

IT Operations more Intelligent as Automation Increases

Enterprises are moving from reactive to proactive IT operations (ITOps) by leveraging intelligent automation to reduce unplanned IT downtime brought on by operational complexity. The need has never been higher for intelligent systems to prevent potential problems through AI-driven tasks such as automated remediation and preventative maintenance. In fact, about 60% of IT operations management contracts leverage some sort of artificial intelligence. These trends, and others, are covered in our Intelligent ITOps Services 2021–2022 RadarView™.

High-Tech Companies are Developing Digital Strategies to meet an Uncertain Post-COVID Economy

High-tech companies are facing risk associated with the pandemic including stressed supply lines, revenue uncertainty, and changing customer habits. While the risks may vary by region and product, the solution is the same—digital transformation. High-tech companies are looking at automation to reduce supply chain disruption and IoT to make production more efficient. They are looking at automation as well as augmented/virtual reality to deal with digital skills gaps. And they are using AI and analytics to enhance the customer experience and product design. Because the need for transformation is spread across so much of the value chain, many high-tech companies are looking for experienced partners.

Rethinking Customer Experience in the New Normal

Rapidly changing consumer behavior has forced companies to deploy new customer engagement channels with 61% of enterprises exploring new delivery models. COVID-19 has created demand for hyperpersonal, data-driven experiences across multiple channels. But these new customer experience (CX) strategies pose challenges including siloed data, a need for better change management, and picking the right platform. Service providers are responding to these challenges tailored, industry-specific solutions and a design-led approach.