Business in 2020 and the Top Technology Trends

Technology, Customers and Experience
Business 2020
Balaji Ramachandran
CEO, SoftClouds

Copyright © 2018 SoftClouds
Founder and CEO of SoftClouds
Over 25 years of experience inTechnology, Business
Development and Operations for enterprises
Help clients understand Cloud, IoT andAI, to stay
ahead and ready for future trends
Expert solution provider in CX, DigitalTransformation
and Hybrid Cloud
Balaji Ramachandran

TechnologyTrends
In the future, technology will touch everything!
Hyper-Individualization DevOpsIoTArtificial Intelligence

1. AI technology today
Amazon's Echo leads the voice-activated assistant market by a
margin of over 70%
Google'sAssistant can now place phone calls and fool humans
Facebook developed AI robots that invented their own language
and can lie
IBM is investing $1B in theWatson Group

AI technology in the future
Consumers will be unable to differentiate bots from human workers.
By 2020 By 2025AI will drive
of all customer interactions
of all B2B companies will
employ AI to augment at least
one of their primary sales
processes
By 2025 globalAI revenue will
reach
billion
Source: Forbes

The Cloud and AI
The combination of artificial intelligence and cloud computing will change the business landscape.
of EnterpriseWorkloadsWill
Be InThe Cloud By 2020
-Forbes
AI will be the leading catalyst driving greater cloud
computing adoption by 2020.

AI benefits for businesses
Increased Productivity
Better Customer Experience (24 x7 x 365, LowerWaitTimes)
Reduced Costs, Better ROI
Efficiency - Predictive and Proactive Business Planning
Product Quality Monitoring
Just inTime (JIT) Maintenance
Responsible & Responsive
Scalable for Businesses

2. Hyper-Individualization
Focusing on the needs and behaviors of individual customers rather than segments.
Proactivity
Relevance
Emotion
Identifying and solving
customer issues before
they become problems
Using customer data to
remove noise and accelerate
customer access to desired
functionality and content
Greater emotional engagement
through relevance by showing
customers more of what they want,
when they need it
Continuity
Consistency of Information
and smooth customer
experience process

Hyper-Individualization benefits
Provide Customers what they want, before they want it and how they want it
Improved Customer Engagement and Experience
Proactively prioritize functionality and content, offer guidance
Relevance – Continuity – Emotional Engagement

3. IoT
The global IoT market will grow to
$457 billion by 2020
Three sub-sectors will dominate:
• Smart Cities (26%),
• Industrial IoT (24%)
• Connected Health (20%).
Followed by Smart Homes , Connected Cars,
Smart Utilities, and Wearables.
Source: Forbes

IoT benefits for business
Automated InventoryTracking and Management
Smart devices will keep tabs on inventory changes
Estimated 30 billion devices will be
connected worldwide, by 2020 - Forbes
Newer Business Models
Attract new customers, reward loyal ones and find out more about the
behavior of people in and around their premises
Cost Savings
Connected devices will monitor levels of usage and automatically make
adjustments, allowing full control over costs

4. DevOps -2020
• DevOpsWill Be the Norm
• AutomationWill Become the Primary Focus
• Shorter Development Cycles, Faster Innovation
• Increase in the Adoption of Open Source technologies
• Serverless technology will take prominence

DevOps benefits for businesses
Better Resource Management, Reduced Costs and IT Headcount
Reduced Human Errors
EnhancedVersion Control
Stable Operating Environment
Faster Deployment Cycles,Time to Market
Better Cost Management, ROI
Quicker Mitigation to Software Defects

All this is good but, none of it will
happen without the Cloud!

The growth of Cloud
Microservices Multi-Cloud approach Industry Standard Interfaces

Microservices
Microservices is a way of breaking large software projects into loosely coupled modules, which
communicate with each other through simple APIs.
Microservices layer allows:
• Efficiency and scalability
• Operational Efficiency

Multi Cloud Strategy
By adopting a multi-cloud strategy, companies are able to choose best-in-class technologies and
services from different cloud providers to create the best possible solution for a business.
Benefits of a Multi-Cloud Strategy
• More Choices and Higher Resiliency
• More Flexibility
• Added Security
By 2020, $1 trillion dollars in
IT purchases will be dedicated to the cloud
- Gartner

Industry Standard Interfaces
• Separation between client & server – no need to install anything on
client side - No SDKs or frameworks are needed or required
• Visibility, reliability and scalability
• Web Services, LooselyCoupled - Used only when needed
• Uniform interfaces: to transfer data between systems (POST, GET, PUT
and DELETE)
• Independent of platforms or languages

Cloud benefits for businesses
Improved Process Efficiency
Efficiency inTime to Market
Reduction in OperationalCosts
Reduction in IT Spend & MaintenanceCosts
Lower Cost of Ownership - Greater Efficiency at a lower price
Enhanced Business Agility
Facilitates Innovation
Always Up and Running
Disaster Recovery & Data Backups

Roadmap to 2020
DigitalTransformation

Digital transformation
Digital transformation is about business change.
It will change how products are designed, manufactured, sold, delivered, and serviced.
Only few have completed this metamorphosis
Companies that have undergone
digital transformation are
26% more profitable than
average industry competitors .
- MIT Center for Digital Business

Why digital transformation?
Transform
Customer Experiences
Transform
Operational Processes
Transform
Business Models
Analytics, customer behavior,
segmentation
Real time predictive marketing
Increased multi-channel usage
(Apps, Social Media)
Process Digitization with
automation
Staff Enablement with
virtualization
Performance Management-data
with deeper insights
Augment physical with digital
offerings
Introduce New Digital Businesses
Digital Globalization - from
multi-national to global presence

4 steps to DigitalTransformation
1. Understand industry-specific opportunities for digital disruption
2. Create a business strategy that starts from the outside-in
3. Create an enterprise-wide operational strategy that connects the front,
middle and back office
4. Complete your Cloud enablement

1. Understand industry-specific
opportunities for Digital Disruption
In every industry companies need to leverage disruptive technologies such as:
Harnessing the power of multiple technologies gives businesses the opportunity
to create New business models, New markets, New products or New services.
Cloud IoT Data and Analytics

Industry Specific Examples – Manufacturing
Customers
Farmers are challenged by tight timelines,
higher yield demand and difficulty attracting
skilled labor
Innovation
Software and data-collecting sensors have
been integrated into the company’s farming
machinery.
Networking to share data between devices
such as tractors, combines, sprinkler
systems, soil measuring systems, and
weather meters.
• Optimized crop yields
• Predicting of equipment failure
• Inventory monitoring
• Reduce water waste and more
Benefits:
Video

2.Create a business strategy
that starts from the outside-in
True digital transformation starts with the customer and works inwards.
Ensure that every part of the organization is built around delivering greater
customer experiences.
Bad Customer Service
Over doing it
PROFITS

3. Create an enterprise-wide
operational strategy that connects the front,
middle and back office
Front Office
Back OfficeMiddle Office

Front office
• Understanding customers
and their real needs
• Giving up products, services
and business models that
don’t contribute to better
customer experiences
Middle office
• Delivering great experiences
for both customers and
employees
• Reducing friction, and
improve connectivity, agility
and transparency
Back office
• Increasing automation
• Using digital labor and
intelligent systems, freeing
the human workforce for
expert tasks and high-level
decision-making

4. Complete your Cloud Enablement
Build Own/Operate
On-premise only Hybrid Cloud Model Cloud Only

Cloud Enablement Benefits
Reduced costs
Maximize and integrate existing assets
2020 Readines
Promote innovation
Enhanced flexibility

Putting it all together
DigitalTransformation - It’s not a project, it’s a journey!
Digital transformation helps enterprises catch up with consumer habits
Digital transformation improves company growth and top-line revenues
If you want your business to be ready for 2020 you need to
conquer Cloud, AI and IoT!
IoT
Artificial Intelligence
Cloud

DIGITAL
TRANSFORMATION
EXPERTS,
SOLUTION
PROVIDERS IN
CRM,CX AND
HYBRID CLOUD

2005
San Diego, CA
Hyderabad, India
New Delhi, India
Enterprise
SoftClouds
Product Focus
Founded
Headquarters
Other Locations
Target Market
Siebel CRM (Siebel IP 2009-2017 Beta Testers)
Oracle Knowledge/Advanced
Oracle Service Cloud (OSvC)
Oracle CPQ Cloud
Oracle IoT
Oracle Sales Cloud (OSC)
Field Service Cloud (TOA)
Oracle Commerce Cloud
Oracle Social Cloud
OBIEE
CRMOD
Salesforce.com Integration

www.softclouds.com
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