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To err is human, but not AI
To err is human, but not AI

April 12, 2022

AI

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We are already witnessing the emergence of these systems in our day-to-day life with face or no face :). Slowly these trends are cascading from large tech giants to other industries and enterprises. Businesses are focused or more so pressured on how to move from systems of records or engagement to systems of intelligence. This wave will unlock more value for customers. It hides complexity behind an interface or no interface and makes their life simple.

But making things simple is never easy! Multiple lines of expertise need to come together, unlearn, learn, and relearn to design and deliver a world-class experience for a product or service in the digital realm.

Our industry is not new to this type of change. We have witnessed similar waves in past like moving single POS to large ERPs, desktop to mobile. However, clearly challenge we face is going to be more complex.

The scale of impact is also large given the thinning line between business and tech strategy. Add to these, rapid technological breakthroughs, customer behavior changes because of tech giants like FAANG, surprises of start-up unicorns, changing socio-political scenarios, a post-covid push that has created the explosion's recipe, and anything rash can result in huge damages for an enterprise.

Sharing a few observations. Please feel free to share yours...

Set expectations in beginning, then break trust later. There is enough hype and any new experiment will go through tremendous pressure tests and face multiple failures. It's a big challenge, as trust is everything when it comes to high tech.

The mental model of people is to use a bigger lens than usual. Remember your first experience with Alexa, Google, and Cortana? 'Cortana' where there was a big brand behind it and deep pockets to support but soon they realize it's more than just an application of tech. Even big brands cannot escape this fact. In fact the case of big brands, it becomes a lot more critical. Expectation setting across is a must and a clear public policy guide can be a good starting point. This can allow breathing space for enterprise early movers.

Businesses are eager to invest for reasons as serious as facing competition, leadership pressure to funny reasons of looking cool but there is no way tech like this will not go through iteration, or failure. But taking small experimental initiatives at an individual department or siloed basis to showcase digital expertise can be fatal. If there is a failure, it must be graceful and progressive.

Before any kind of investment there is a need for a clear enterprise digital strategy, later comes orchestrated execution. This may come across as too much control and doubts about the heroes who are currently driving the enterprise. Enterprise cannot succumb to pressure and take random digital experiments. Experiments like this can create the illusion of change and end up in losses as it is similar to moving a ship using motorboats. This can also result in a loss of interest altogether for an enterprise. Enterprise Digital Strategy will make sure any efforts are in line with broader brand messaging to customers and expectation management.

The Enterprise Digital Strategy office has a very complex challenge at hand. As there are too many dimensions to this. Let us find if there is a common bridge.

These lines of expertise that are responsible to drive these systems of intelligence can be grouped as Seven Ribbons for any digital enterprise-> Domain, Experience, Application, Data, Infra, Security, and Culture forming a classic Tech VIBYOR. Now, some of these layers are very mature and have already been the backbone of many enterprises' tech and business strategies for decades. They are the reason behind the success of existing systems of records and systems of engagements for an enterprise.

A good starting point is the knowledge gap between these ribbons is the primary challenge. As each of these layers is going through rapid changes, breakthroughs and knowledge gap is only growing. Designing enterprise experience through systems of intelligence needs a strong foundation on how each of these ribbons influences one another. Some ribbons can be invisible to the eyes but have a foundational impact on other ribbons.

Infrastructure and Data! This is where the majority of the action will happen in the next few years. Those who drive enterprise experience need to make sure they are part of this action.

In the end, fundamental remains as is. Customer Experience is the end goal, the system of intelligence will be the medium of delivery. The key to success is getting educated on how these ribbons work together and meaningful partnerships. What's your view?


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