Makarand Joshi, Area Vice President & Country Head, India Subcontinent, Citrix, while in a conversation with Amit Singh, elaborated on how AI will be crucial for customer experience and value delivery. Further, how businesses will utilize multi-faceted cloud to leverage on technologies like analytics, AI and robotics
What is your outlook for IT in 2018? What are the trends you see in your area/technologies of operations?
We will see the rise of a number of disruptive technologies in 2018. The need to shift to cost-saving and productive solutions will see organizations adopting the multi-faceted cloud. Additionally, data analytics is another technology that will see widespread acceptance. With organizations managing petabytes of data every year, it becomes pertinent to use this data in order to provide a value-add to customers.
In lieu of the extensive acceptance of these digital tools, organizations will also witness a shift in the way they operate. Work will be viewed as an activity beyond the boundaries of location, and work places will see the rise of digital natives who find themselves to be in a comfortable spot with digital tools.
We believe that 2018 will be the year enterprises will work toward harnessing opportunities created by integration of new technologies. We see a huge surge in the adoption and usage of digital workspace technologies, which will create ripples in the earlier established organizational structures. Digital workspaces will help organizations across various facets of operation, ranging from talent retention in HR, productivity in operations, data driven decisions in finance, improved customer engagement in sales and so on. As a result, stakeholders will experience both the benefits and the transitional side-effects of this wave of change. However workspace transformation is inevitable and benefits far outweigh the transitional hurdles that might come up.
Do you see a multi-cloud strategy as an important part of IT infrastructure? How will it help businesses transform?
We believe that there will be a major shift to cloud-based systems and cloud-enabled SaaS apps. Cloud opens up a completely new facet for technology adoption and operational efficiency. Capabilities around analytics, AI, robotics that have been integrated into cloud based offerings are proving hard to emulate using traditional on premise deployments due to cost, complexity and skill considerations.
Businesses, therefore, will have to evaluate the capabilities of the cloud offerings alongside on premise offerings and accordingly implement an environment spread across cloud platforms that best meets their capability and productivity goals. Applied cloud strategy, evolving workload, need for business agility, freedom of usage and usage based costs, will help businesses better understand the relevance of a multi-cloud approach, further accelerating the pace of technology transformation we are experiencing today.
Employees are the key driving force powering the growth and success of businesses today. Do you think there will be a change in the way people work in 2018?
2018 will see the rise of multi-generational workforces. Today’s workplace represents a vibrant mix of employees comprising four generations. Each one of these generations has a different degree of comfort when it comes to technology usage and adoption. As job profiles become increasingly skill-set focused and age-agnostic, organizations need to work on simplifying and normalizing their technology platforms to minimize productivity gaps between the digital natives and the non-digital natives.
As work paradigms and technologies change, we will see an even wider gap between generations. With 50 percent of employees being digital natives who prefer not be restrained by a location, and the rest comprising of traditional non-digital employees, organizations will have to invest in creating systems that regulate this gap. In order to optimally utilize the talent at disposal, a collaborative system wherein knowledge is shared and peer-to-peer learning is practiced, should be endorsed. Organizations need to encourage adoption of digital technologies like automation, Internet-connected devices and online communication tools, to reduce the technology awareness gap across groups.
What technologies have been widely talked about in 2017 and will see widespread success in 2018?
Multiple analysts state that in the coming couple of years as much as 75 percent of the applications used by the enterprises will have some form of embedded AI. There is consensus amongst technologists that analytical tools will become obligatory as companies try to improve customer interactions and increase value delivery. Application of analytic tools will be sought to ensure that secure digital workspace provide end-user with the best possible experience across the devices they use.
In addition, security analytics is also expected to gain traction, as organizations will have to actively address threats from an increasingly mobile workforce and an application base that spans multiple clouds. This approach will require the enterprise security to level up and explore alternate security paradigms, by detecting, predicting, and averting threats through accumulation and analysis of data from different sources. Furthermore, productivity analytics will also be required as AI gets heavily integrated into business processes, thus, helping users to make more informed data driven decisions that impact value delivery.