2021 IT Ops Prediction: Cloud - Part 2
March 04, 2021
Share this

User experience is a big deal. For public-facing interfaces, the friction of a bad customer experience can send potential business to your competitors. For IT services delivered within your organization, bad UX is one of the main drivers of shadow IT.

Start with 2021 IT Ops Prediction: Cloud - Part 1

Prediction: The combination of AI/ML and cloud will significantly enhance customer experience for heretofore less sophisticated businesses

A May analysis from IDCpredicts that the incorporation of AI/ML to modern, cloud-native applications will have a powerful effect on customer experience: "The most important enhancements to these modern applications in the next several years will be the deep integration of AI and machine learning into cloud infrastructure, platform, and applications to improve efficiencies and accelerate digital delivery of services to customers/patients/constituents."

The companies that are most attentive to customer experience are already cloud-native, and they're already applying machine learning to their customer interactions. A Deloitte article that ran in The Wall Street Journal in March pointed out several ways in which AI improves customer experience:

■ There's the direct interaction of the customer with recommendation engines designed to present more attractive content/offers.

■ There are operational analytics that improve customer-facing performance.

■ For industries such as auto sales (or auto insurance), where prices are competitive and variable, there are market analytics that look at competitors and other factors to identify the best pricing.

■ And with the acceleration of digital transformation, and cloud adoption in particular, expect more companies to modernize their customer experience.

With the acceleration of digital transformation, and cloud adoption in particular, expect more companies to modernize their customer experience

"The cloud has enabled more companies to take advantage of AI/ML, which is a means to an end," says Sendur Sellakumar, Splunk's CPO and SVP of Cloud. "Look at Facebook, Netflix, Amazon: They use a ton of ML underneath the covers. But none of us get exposed to that ML. We just get a better experience."

And he notes that it's easier to achieve now that public cloud providers offer out-of-the-box ML tools.

"If I'm a regional retailer for auto parts, I may not have a data science team that is on the scale of Amazon or Splunk," Sellakumar says. "But I can now leverage the data science capabilities that vendors provide to enhance CX on my website. This democratization of machine learning is critical to truly capture the value proposition this technology can offer."

Strategy: Cloud transformation takes talent

Digital transformation is hard enough when your only pressure is keeping up with the industry Joneses. When you're responding to a global disruption, or as we come out of that crisis to find everyone moving faster as a rule, it's much harder.

Sendur Sellakumar says the first thing leaders need to do is make sure they have the right talent on their teams: "First, make sure you have the right DNA in your organization to understand the digital experience you need to deliver," he says … That means changing the skills you hire for (and hiring faster, perhaps). It means engaging your current staff and retraining them to expand their skill sets. It also means not over-engineering the solution. Get something out to customers as fast as possible, and iterate from there."

And even when you think that first rush of iterative transformation is finished — it's not. Just because organizations move quickly to accelerate digital transformation doesn't mean that the work is done once those new cloud resources are online. Change management, the development of new processes, training and hiring for new skill sets, and ongoing attention to the security implications of each infrastructure change are ongoing efforts.

"The timing of the transformation accelerates, the launch date moves up, but you're not going to be done in three months," Sellakumar says. "It's going to take years to make sure you convert all those processes where it makes sense, and you're going to focus on the processes that drive the most revenue from day one."

This is an excerpt from the ebook: Splunk IT Operations Predictions 2021

Share this

The Latest

April 21, 2021

Few tools provide early detection of mission-critical mail outages. On March 15, Microsoft had a service outage worldwide that impacted its services such as Teams AV, Yammer, OneDrive, and Azure Active Directory. Users reported not being able to login into either of these services and were getting timeout messages ...

April 20, 2021

More than half (60%) of IT organizations are investing in improving employee experience to support remote workforce productivity and performance according to The Changing Role of the IT Leader study by Elastic ...

April 19, 2021

Why are CDNs becoming more important to so many businesses? And how will they handle the new applications coming out over the next few years? APMdigest sat down with Mehdi Daoudi, CEO and co-founder of Catchpoint Systems, to find out ...

April 15, 2021

A growing need for process automation as a result of the confluence of digital transformation initiatives with the remote/hybrid work policies brought on by the pandemic was uncovered by an independent survey of over 500 IT Operations, DevOps, and Site Reliability Engineering (SRE) professionals commissioned by Transposit for its inaugural State of DevOps Automation Report ...

April 14, 2021

As the Covid-19 pandemic forces a global reset of how we gather and work, 60% of organizations are looking forward to increased spending in 2021 to deploy new technologies, according to the 14th annual State of the Network global study of enterprise networking and security challenges released by VIAVI Solutions ...

April 13, 2021

Complexity breaks correlation. Intelligence brings cohesion. This simple principle is what makes real-time asset intelligence a must-have for AIOps that is meant to diffuse complexity. To further create a context for the user, it is critical to understand service dependencies and correlate alerts across the stack to resolve incidents ...

April 12, 2021

We're all familiar with the process of QA within the software development cycle. Developers build a product and send it to QA engineers, who test and bless it before pushing it into the world. After release, a different team of SREs with their own toolset then monitor for issues and bugs. Now, a new level of customer expectations for speed and reliability have pushed businesses further toward delivering rapid product iterations and innovations to keep up with customer demands. This leaves little time to run the traditional development process ...

April 08, 2021

On Wednesday January 27, 2021, Microsoft Office 365 experienced an outage affected a number of its services with a prolonged outage affecting Exchange Online. Despite Microsoft indicating that it was just Exchange Online affected during this outage, some monitoring tools detected that Azure Active Directory and dependent services like SharePoint and OneDrive were also affected at the time. The outage information indicated a rollout and rollback but we wouldn't expect to see such a widescale outage and slowdown just affecting some of the schema unless everything had to be taken offline ...

April 07, 2021

Application availability depends on the availability of other elements in a system, for example, network, server, operating system and so on, which support the application. Concentrating solely on the availability of any one block will not produce optimum availability of the application for the end user ...

April 06, 2021

A hybrid work environment will persist after the pandemic recedes, with over 80% stating that they expect over a quarter of workers to remain remote, and over two-thirds desiring flexibility between on-premises and remote deployments according to the 2021 State of the WAN report released by Aryaka ...