Transition to the era of the autonomous digital enterprise – CRN


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Today, a big part of the reasons why businesses can thrive or tarnish the beam of a transcendent customer experience. A digital transformation provider, BMC Software believes that an innovation ecosystem includes a set of partnerships where companies can focus on what they’re good at and find partners for the rest to deliver a transcendent customer experience.

“The transcendent customer experience is about putting customers first, both internal and external, and creating better experiences by fostering true connections that make technology more human and give customers what they need,” says Sunil. Kumar Thakur, Country Manager, India, BMC Software.

Culture Challenge of the ‘do it yourself’ mindset

As new generations rule the future, there will be a cultural shift towards a ‘do it yourself’ mindset. In general, Millennials have said they would rather have their teeth cleaned than call customer service. Most Millennials and Gen Zers also prefer to communicate through AI-powered digital customer solutions, so in the future, it is conceivable that these customers would only interact with customer service through virtual reality glasses and virtual assistants who can guide them through problem solving.

“An estimated 82% prefer to self-diagnose and fix problems with consumer electronics on their own. The vision then, for a self-sustaining digital business to respond to this culture shift, is to invest in AI, AR / VR technology and virtual assistants to enrich the customer experience. At BMC, we have invested heavily in AI across our portfolio and an example is virtual assistants like the Helix chatbot, ”says Thakur.

Automation everywhere

Service management solutions extend beyond their traditional IT context to other parts of the business to provide value-added service. Enterprise Service Management (ESM) enables business departments such as human resources, finance, facilities, purchasing and others to deliver services through a structured system with an automated process framework for execution, enabling on the line between IT automation and business automation to blur.

“BMC is bringing IT and business automation even closer together. AI is the foundation of BMC products that enable business automation today, with a vision to bring even more observability and actionability in ADE with BMC AMI, Control product portfolios -M, Helix and TrueSight, ”Thakur informs.

Hyper-automation is also beneficial for organizations. Hyper-automation is about orchestrating these automation silos in a more holistic way. It enables machines to automate business processes by automatically executing a set of procedures and minimizing human involvement and errors at the confluence of digitization, connectivity and AI. Applying advanced technologies like AI and machine learning to automate more and more processes will increase the size of the workforce, not replace it.

“Organizations depend on collaboration between humans and intelligent platforms to efficiently discover processes that can be effectively automated across the enterprise and across IT. As the fragmented automation technology landscape merges over the next five years, organizations must balance technology trends with human factors to ensure automation benefits everywhere. As to how this will benefit, Gartner says that by 2024, organizations will reduce their operational costs by 30% by combining hyper-automation technologies with redesigned operational processes, ”Thakur said.

Benefits of adaptive cybersecurity

Adaptive cybersecurity is the evolution of security functions that can automatically detect, detect, respond to and respond to access requests, authentication needs, and external and internal threats, and meet regulatory requirements using solutions based on AI, crowdsourcing and DevOps integrated with security (DevSecOps). Adaptive cybersecurity addresses the speed and comprehensive coverage of security defense and threat detection and response, as well as the skills and personnel gap that will challenge security organizations over the next five to ten. years.

“The ability to successfully implement adaptive cybersecurity begins with ensuring the integrity of business-critical data and that it is collected, stored and used with a Zero Trust framework. Mainframes are a lifeblood of business, processing millions of transactions and storing some of an organization’s most sensitive data. BMC AMI mainframe security solutions provide reassurance with the intelligent software, services and skills organizations need to automatically detect, detect and respond to, with the goal of integrating DevSecOps across the infrastructure for each ADE, ”said Thakur.

Advantage of the data-driven enterprise

Data-driven businesses are steeped in a data mindset and analytical capabilities. They treat data like any other asset. By amassing data from traditional and new data sources like the Internet of Things (IoT), social media, and customer engagement systems, they are using artificial intelligence (AI) and analytics to extract value and monetize it.

“Analytics products provide a great view of the data, but the key is to get actionable insights. As organizations continue to increase the amount of data used to make decisions for their business, Control-M, Helix, and BMC AMI are becoming essential tools for AI and machine learning in internal, business-owned applications. ecosystem and third parties to exploit the data that drives every autonomous digital company, ”concludes Thakur.

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