Digital-First Customer Experience Adds the Next Layer of Intelligence in Customer Contact

G. Barton
G. Barton Research Director

Summary Bullets:

  • Enterprises should consider the digital-first customer experience as a central pillar of their transformation strategies building on the work of omnichannel.
  • Artificial intelligence (AI) and machine learning (ML) tools can unlock greater value, reduce costs, and improve the customer journey.

The internet and smartphone have driven a phenomenal pace of change in the way that customers interact with businesses since 2008. Multichannel evolved to accommodate the new channels of contact such as instant messaging, SMS, social media, and mobile apps that have become available to customers alongside voice.

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TPG is in a More Perilous Place following ACCC’s Axing of Network Sharing Deal

M. Rogers

Summary Bullets:

• Following the Australian Competition and Consumer Commission’s (ACCC) decision to oppose the Telstra TPG network sharing agreement, TPG should be more concerned about its strategic importance.

• While impact to Telstra would be limited, TPG faces setbacks to its enterprise growth strategy in FWA, 5G SD-WAN, private cloud, and overall pricing strategy.

In February of 2022, Telstra and TPG entered into a ten-year network sharing agreement, subject to regulatory approval. However, nearly one year later, the ACCC has rejected the deal on anti-competitive grounds. The agreement would have seen Telstra grant TPG use of 3,700 Telstra mobile sites in regional and rural Australia, allowing TPG to enter new markets and moving its overall population coverage from 96% to 99%. Meanwhile Telstra would have been gained access to some of TPG’s spectrum for 4G and 5G services, boosting overall network capacity.

Continue reading “TPG is in a More Perilous Place following ACCC’s Axing of Network Sharing Deal”

The New Age of Developers—Written by ChatGPT

C. Dunlap
Research Director

Summary Bullets:

• ChatGPT makes its case for how it helps developers write better apps

• Despite its staggering AI chatbot innovation of its most recent version, ChatGPT lacks the human connection—and perspective

I took my boss’s advice and instructed ChatGPT to write a blog for me on how the prototype AI chatbot will significantly improve developers’ careers. It provided an adequate description of how the technology enhances the app development process based primarily on customer service use cases. I also learned a little more about natural language understanding (NLU).

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Amazon SageMaker Launches Geospatial Tools for Multiple Use Cases

B. Valle

Summary Bullets:

• AWS has launched the preview release of new geospatial tools that will help SageMaker to compete in the market of geospatial and AI applications.

• Enterprises can now access and share geospatial data in more user-friendly formats, such as through APIs. This means that developers without a technical background in geospatial data can deploy applications in different industries.

AWS recently launched the preview release of Amazon SageMaker‘s new geospatial capabilities. The announcement is significant because it is the first time that the cloud computing giant adds geospatial tools to its ML platform, although last year saw the release of Amazon Location Service. That solution already helped developers add location functionality to their applications, visualize maps, search points of interest, optimize delivery routes, track assets, and use geofencing to detect entry and exit events in a defined geographical boundary.

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Malaysia Enterprise Telecom Update Q4 2022 – Stronger Vertical Play, Wider Enterprise 5G Development

A. Amir

Summary Bullets:

• Leading enterprise telcos, TM and Maxis, continued to build their capabilities with vertical solutions and enterprise 5G.

• While Celcom and Digi added various new capabilities in their enterprise ICT portfolio, the merger could slow down their growth momentum.

Malaysian telcos ended 2022 with several new initiatives in Q4 2022 after a slow development in the previous quarter (for more, please see Malaysia Enterprise Telecom Update Q3 2022 – Slower Development but Steady Performance, October 31, 2022). Telcos continued to expand their vertical capabilities through collaborations with industry players. Besides this, 5G commercial availability and the Celcom-Digi merger will also accelerate the enterprise ICT development in the country, but it could also change the market landscape.

Continue reading “Malaysia Enterprise Telecom Update Q4 2022 – Stronger Vertical Play, Wider Enterprise 5G Development”

ASEAN 5G Q4 2022 Round-Up: Wider Industry Collaborations, Private Network, and Sustainability

A. Amir

Summary Bullets:

• ASEAN telcos continue to expand their industry collaborations and private network launches to explore market opportunities and monetize their 5G investment.

• Some telcos have started considering 5G green technologies to reduce their carbon emissions and enhance their solution proposition with sustainability messaging.

In Q4 2022, Indonesian telcos are entering the next phase of the 5G development with wider industry collaborations whereas Malaysian carriers have finally launched their services but still focusing on consumers (for more, please see 5G is Finally Available in Malaysia, So What’s Next for Telcos?, December 7, 2022). Meanwhile, telcos in more advanced markets are shifting gears with more advanced initiatives including private 5G networks and ESG.

Continue reading “ASEAN 5G Q4 2022 Round-Up: Wider Industry Collaborations, Private Network, and Sustainability”

2023 Predictions in DevOps Include Integrated Serverless Deployment Options

C. Dunlap
Research Director

Summary Bullets:

• Increased AI/automation advancements and developer accessibility will escalate in the new year

• The industry will experience a newfound prioritization of DevOps based on technologies which remove obstructions hindering modern app deployments.

• Developers will have access to integrated serverless app deployment options via key platform services

GlobalData’s 2023 cloud predictions revolve around DevOps breakthroughs, providing unprecedented developer access to advanced platforms. The new year will present a technology era which enables high-speed application development and delivery, based on breakthrough innovations which eliminate obstructions hindering deployment of modern apps. GlobalData’s cloud predictions include:

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ThousandEyes Could be a Key Differentiator in Cisco’s Cloud Networking Quest

M. Rogers

Summary Bullets:

• Cisco’s efforts to further integrate ThousandEyes across its solution portfolio offers a powerful tool as it aims to grow as a leading cloud-networking platform provider.

• While ThousandEyes offers great visibility into the entire stack, Cisco could offer deeper integrations in areas like WAN optimization to make the most of its investment.

During the Keynote at this year’s Cisco Live 2022 APJ, in Melbourne Australia, Cisco executive VP and GM of security and collaboration, Jeetu Patel stated that providing a vendor-neutral platform for cloud-networking was core to the company’s strategy. More specifically the company hopes to abstract the security and networking layers away from the leading hyperscale platforms, and to provide a unified platform for networking services and security that allows traffic to flow securely to any cloud platform. This is a lofty goal, and Cisco has a long list of competitors in the networking, monitoring, and security space. The hyperscalers are growing their WAN offerings While Cisco remains one of the leaders in networking and is growing stronger in security, the company needs to develop as many points of differentiation as possible to achieve this goal.

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Low-Power WANs Still High on the Agenda for IoT Providers

J. Marcus

Summary Bullets:

• NB-IoT and LTE-M took several years to build market momentum due to the significant work required upfront by service providers and device makers.

• Despite that, low-power wide-area networks (LPWANs) remains a fundamental aspect of leading IoT service provider strategies.

LPWANs for IoT did not achieve the kind of growth that analysts, network operators, device makers, and even potential users (like utilities and local governments) predicted 10 years ago. Even five years ago, the IoT industry confidently expected the advent of narrowband IoT (NB-IoT) and LTE-M standards to kickstart deployments on a vast scale.

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What Can Technology Companies Learn from the Evolution of Music Across the UK?

R. Muru

Summary Bullets:

• Diversity should not be approached solely with metric quotas in mind.

• Diversity should ultimately start at the heart of a corporate’s ethos for what they stand for in society, and in nurturing an inclusive working environment.

Learn From the Music Industry: Understanding Challenges in Society, and What Brings People Together

Growing up in the UK in the 70s and early 80s presented many challenges and opportunities for adolescents of ethnic backgrounds. For many it was an alien country, as families struggled to survive and fit in culturally, overcome language barriers, be given equal opportunities, and most of all overcome racism. But between all of these challenges in society, amongst all fellow adolescent acquaintances of English, Irish, West Indian, Italian, and South Asian heritage, there was something amazing happening, and that was music.  Continue reading “What Can Technology Companies Learn from the Evolution of Music Across the UK?”