As we entered the 21st century, the Information Technology industry was celebrating the success of Y2K and then got overwhelmed with Dotcom. Enterprises started to automate their processes using Web 1.0, and a number of Dotcom start-ups came into existence. Later, due to financial crisis only select few survived the pressure.
After almost 15 years in this digital era, we now see a Mobile App boom. Many publications and analysts call this generation as Generation C, which signifies Connected. Due to smartphone revolution, connected consumers, and their changing mindset; there has been a complete shift in the technology industry.
Today, innovation is everywhere from high speed internet to easy and quick app access to customer service through social platforms to machine learning, and this is just the tip of the iceberg.
Following factors will highlight the paradigm shift that has taken place in both the eras:
- Process Automation to Customer Centric Approach
The end focus of both the eras was completely different. Process automation was the major focus initially to reduce cycle time and improve productivity gains. With increasing internet users all over the world, building web applications for automation and providing easy access to users became the need of the industry. Some companies capitalized on this revolution and changed their IT spending strategy.
Today, with the availability of social platforms and the social presence of customers; attention is centered on the customer. This customer-centric approach is helping businesses gain quick insights into customer behavior and their needs. This has forced enterprises to build their business models innovatively.
- Basic Internet Access to 3G/4G
We can never forget the long lasting Page Loading messages due to slow internet infrastructure. In those days, we got internet connectivity through telephone lines. Also, one cannot forget the frustrating noise of the modems.
However, as the telecom industry matured, internet became easily available and at a much faster speed. Commercial viability of dongles with 2G, 3G, and now 4G speeds has been the biggest success factor for the telecom industry.
- URL to Viral
Viral is the commonly used word in this generation. With the invention of social networks, communication has become much faster, and customer sentiments spread quickly and eventually become viral. Hence maintaining brand and customers has become extremely important today.
- User Access to Consistent to Unified User Experience
Initially, Internet Explorer (IE) was the best platform used by users to access websites. The only need, few years back, was to be able to access a website and get the work done. Later, a number of other web browsers came into existence.
Today, consistent and rich user experience are of utmost importance for businesses to sustain and grow. With the smartphone revolution and its usability evolution, the journey from multi-channel to cross-channel to omni-channel is getting quickly implemented by enterprises. Consistent and well-coordinated user experiences are the biggest pillars of the mobile app boom that is implemented using omni-channel strategies.
- Emerging Disruptive Technologies then to Emerging Disruptive Technologies now
There was a time when Sun, Java, and .NET were some of the most googled words. Java, .NET technologies, and client server architectures were the emerging and disruptive technologies of earlier era. These technologies then became legacy for Web 2.0.
With time, the next wave of emerging disruptive technologies came into existence. Over the last 10 years, enterprises started focusing more on the integration of processes, backend data consolidation, and utilization of data for decision making. ERP, Business Intelligence, Data Warehousing, and Process Integration tools became hot technologies. As this technology stack matured, Big Data, BPM, and Analytics came into existence to support huge data, processes, and foresights.
iOS, Android, IoT, Responsive web designing, Apification, and Artificial Intelligence (AI) are few of the emerging disruptive technologies of this era. There has been a shift in the hardware industry too from Connected Computers to Connected Things. With the breadth of technologies emerging, enterprises are investing to train their employees on these niche technologies.
This technology enhancement journey clearly shows how technologies have emerged and disrupted the industry time and again.
This complete shift in business model is bringing in Industrial Digital Revolution. Many industries are strategizing and building digital transformation roadmaps.
To support this revolution; industry must provide top notch security platforms, focus on App consolidation, and provide transparency to the end consumer. As long as consumers are addicted to smartphones and enterprises want to gain insights from customer’s touch points, App boom will continue to stay in the industry.
With technology advancements at top gear, we are moving towards a robotic future.
Swati Phalke is Practice Director, Digital One at Syntel. She has over 19 years of technical and...