The Ever-Changing Face of Customer Engagement

We are starting to see Digital Twins not just as representations of intelligent systems and processes but also as Human-Like Avatars that enable people to engage with knowledge bases and Artificial Intelligence systems. Siri and Alexa have revolutionised voice control and our expectations for engaging with data, understanding records and contextualising information. Consequently, server workloads are evolving and when considering server infrastructure today you need to think in terms of the workloads of the future which will be shaped by the Internet of Things (IoT), Artificial Intelligence (AI) and Blockchain, as well as the media interface that will connect humans to these systems.

Digital Disruption of Workloads

Digitisation is fundamentally changing business models, operating model and customer engagement models. How service is provided has shifted from the telephone and face-to-face, to self-service kiosks, apps and interaction at a distance. Alexa and Siri are the “tip of the iceberg” in terms of avatar-based interaction. So, as you plan to modernise old workloads it is relevant to consider the workloads which will become pervasive in the near future. Digital Twinning is emerging as one such workload to consider. When looking at historic workloads, modernisation and compliance (such as with SAP HANA), it is easy to dismiss those providers who supported those historic workloads as being out of date, irrelevant or overpriced.

The reality is that AI and machine learning are the workloads you must be planning for irrespective of the past. So, I would argue that you need to consider the best choice for the old and the new. From a recent forward-looking article by Forbes, as you look at server infrastructure, perhaps over a 100 years of computing experience may benefit the new age of AI...

“With the industry facing challenges due to a growing list of security vulnerabilities from defective speculative execution implementations, changing workload requirements, slowing of Moore’s Law, and innovative new processor architectures, server OEMs and customers are all looking at making changes. Many of the new processor vendors are focusing on specific segments to target. IBM appears the best positioned to benefit from the tremendous interest in AI."

Digital disruption is not just impacting customer engagement, it is impacting how we plan, support and manage old workloads as well as plan for the future.

I’d be interested in hearing your comments – let me know and join the debate below…

Likewise, I’m always up for a chat if you have any questions on how you can optimise your investment in SAP by reducing infrastructure costs or reach me via linkedin.

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