From mainframes to virtualization to the IoT, we’ve come a long way in a very short amount of time in terms of networking, OS and applications. All this progress has led us to an inflection point of digital business innovation; a critical time in history where, as Gartner puts it best, enterprises must “recognize, prioritize and respond at the speed of digital change.” Despite this, however, many businesses still rely on legacy systems that prevent them from growing and thriving. So, what’s the deal?
I attempted to answer this in a previous blog, where I laid out as entirely as I could the evolution of interconnectivity leading up to today. What was ultimately concluded in that blog is that we have reached a point where we can finally eliminate dependency on legacy hardware and hierarchical architecture with the use of one single, next-generation software platform. The call for organizations across all industries to migrate from legacy hardware has never been stronger, and the good news is that technology has evolved to a point where they can now effectively do so.
This concept of a “next-generation platform,” however, isn’t as simple as it sounds. Just consider its many variations among industry analysts. McKinsey & Company, for example, refers to this kind of platform as “next-generation infrastructure” (NGI). Gartner, meanwhile, describes it as the “New Digital Platform.” We’re seeing market leaders emphasizing the importance of investing in a next-generation platform, yet many businesses still wonder what the technology actually looks like.
To help make it clearer, Avaya took a comparative look at top analyst definitions and broke them down into five key areas of focus for businesses industry-wide:
- Next-generation IT
- The Internet of Things (IoT)
- Artificial intelligence (AI)/automation
- Open ecosystem
- The customer/citizens experience
In a series of upcoming blogs, I’ll be walking through these five pillars of a next-generation platform, outlining what they mean and how they affect businesses across every sector. So, let’s get started with the first of these: next-generation IT.
Simplifying Next-Gen IT
As IT leaders face unrelenting pressure to elevate their infrastructure, next-generation IT has emerged as a way to enable advanced new capabilities and support ever-growing business needs. But what does it consist of? Well, many things. The way we see it, however, next-generation IT is defined by four core elements: secure mobility, any-cloud deployment (more software), omnichannel and big data analytics—all of which are supported by a next-generation platform built on open communications architecture.
Secure mobility: Most digital growth today stems from mobile usage. Just consider that mobile now represents 65% of all digital media time, with the majority of traffic for over 75% of digital content—health information, news, retail, sports—coming from mobile devices. Without question, the ability to deliver a secure mobile customer/citizen experience must be part of every organizational DNA. This means enabling customers to securely consume mobile services anytime, anywhere and however desired with no physical connectivity limitations. Whether they’re on a corporate campus connected to a dedicated WLAN, at Starbucks connected to a Wi-Fi hotspot, or on the road paired to a Bluetooth device though cellular connectivity, the connection must always be seamless and secure. Businesses must start intelligently combining carrier wireless technology with next-generation Wi-Fi infrastructure to make service consumption more secure and mobile-minded with seamless hand-off between the two technologies.
Any-cloud deployment: Consumers should be able to seamlessly deploy any application or service as part of any cloud deployment model (hybrid, public or private). To enable this, businesses must sufficiently meet today’s requirements for any-to-any communication. As I discussed in my previous blog, the days of nodal configuration and virtualization are a thing of the past; any-to-any communications have won the battle. A next-generation platform built on open communications architecture is integrated, agile, and future-proof enough to effectively and securely support a services-based ecosystem. Of course, the transition towards software services is highly desirable but remember not all hardware will disappear—although where possible it should definitely be considered. This services-based design is the underlying force of many of today’s greatest digital developments (smart cars, smart cities). It’s what allows organizations across every sector to deliver the most value possible to end-users.
Omnichannel: All communication and/or collaboration platforms must be omnichannel enabled. This is not to be confused with multi-channel. Whereas the latter represents a siloed, metric-driven approach to service, the former is inherently designed to provide a 360-degree customer view, supporting the foundation of true engagement. An omnichannel approach also supports businesses with the contextual and situational awareness needed to drive anticipatory engagement at the individual account level. This means knowing that a customer has been on your website for the last 15 minutes looking at a specific product of yours, which they inquired about during a live chat session with an agent two weeks ago. This kind of contextual data needs to be brought into the picture to add value and enhance the experience of whom you service, regardless of where the interaction first started.
Big data analytics: It’s imperative that you strategically use the contextual data within your organization to compete based on the CX. A huge part of next-generation IT involves seamlessly leveraging multiple databases and analytics capabilities to transform business outcomes (and ultimately, customers’ lives). This means finally breaking siloes to tap into the explosive amount of data—structured and unstructured, historical and real-time—at your disposal. Just as importantly, this means employees being able to openly share, track, and collect data across various teams, processes, and customer touch points. This level of data visibility means a hotel being able to see that a guest’s flight got delayed, enabling the on-duty manager to let that customer know that his or her reservation will be held. It means a bank being able to push out money management tips to a customer after seeing that the individual’s last five interactions were related to account spending.
These four components are critical to next-generation IT as part of a next-generation digital platform. Organizations must start looking at each of these components if they wish to compete based on the CX and respond at the speed of digital change. Stay tuned, next we’ll be talking about the ever-growing Internet of Things!