Definitely, 2020 has been the year that a powerful catalyst for types of digital transformation was found: Covid 19. Projects that were in the pipeline became a priority, even forcing the creation of areas or hiring key personnel to supply this growing need for services and digital transformation solutions. This ability to transform quickly and effectively has been made possible primarily by the adoption of four key technologies: robotic process automation (RPA), collaboration tools, cloud computing, and artificial intelligence.
According to consultancy Forrester Research, the RPA market is forecast to reach $ 2.1 billion in 2021 globally. Mainly due to the need to rearrange jobs and even have to carry out activities remotely, which have put companies with high requirements for “contactability” from users such as contact centers, under enormous pressure while the number of companies grows exponentially. Demand for services, since customers – who are served by this means increasingly request inquiries about their services and need their responses in a personalized way on multiple channels.
As for the second tool, it has been strengthened because, due to preventive isolation, our computer and mobile phone is the new meeting room. This forces cloud-based collaboration tools to become ubiquitous. Some of types of digital transformation like Microsoft or Slack have reported a significant increase in their customer base. The Teams service, from the first, was used by 44 million people on March 18, 2020, 12 million more than the number of daily active users it had a week earlier. For its part, in mid-March, Slack reported that it reached 10 million connected users, breaking records for existing users.
Likewise, an increase in investments in cloud computing types of digital transformation consider in account. According to data from the consulting firm Globaldata, it is estimated that by the end of 2020 the total investment in these technologies will reach about $ 284 billion dollars, and that by 2024 it will amount to $ 429.4. One of the reasons is the visibility of your benefits. However, it raises questions about the development of the business for organizations about their future consumption at the level of consumption of IT resources. Some may have already come to the conclusion that they can work virtually, now, the question is, can I do it permanently, safely and sustainably?
One of the major types of digital transformation is artificial intelligence, this year it had an incredible impact on the ability to adapt “hot” in expert purchase analysis systems and recommendation engines through it. The most notorious case was that of Amazon’s e-commerce, detailed in the MIT Technology Review magazine, which indicates how the most sought-after product stopped being cell phone cases for N95 masks, forcing to redesign some models or adjust them from the new data that is acquired with the growing buying behavior of people.
Having these tools allowed them to reduce the cost of prediction and better decision making in supply and demand, through real-time forecasts that reduce uncertainty and reallocate resources to avoid interruptions in the supply chain, connecting in real time the adjustments in the requests to manufacturers and distributors of products in order to meet the fluctuating demand given their behavior.
Finally, artificial intelligence is here to stay. That feeling that this technology was only available to large Silicon Valley industries was left behind. Either because we are using it without being aware of it, as is the case with the assistants on our cell phone or home devices such as Siri, OK Google or Alexa, or because through the use of Free Software and automation tools Guidance went from being an item for only data scientists to being available to everyone.
With platforms such as SparkCognition or H2O.AI, companies have been able to make their first approaches to machine learning algorithms directly using their own databases. More and more companies are waking up in the era of Big Data and this is the moment when we must transform our “skills” to be leaders according to this era. We are called to be leaders who make and support their decisions based on Data and artificial intelligence.
In conclusion, the acceleration towards Digital Transformation has been leveraged in these technologies, which are certainly not the only ones, they have been the most important in terms of adaptability for the survival of large companies and even enterprises that have managed to survive thanks to them.
In the immediate future we will see how other technologies will emerge, or how these will be transformed at the service of organizations. But beyond identifying them, the question we must ask ourselves is: if we are already seeing the impact that the use of them has on our organization in the future and if we are not using them yet, how can we adapt to the changing environment that has put us abruptly the Covid-19?