Biz Transformation Issue 10.Indd

SUPPLEMENT OF ENTERPRISE CHANNELS MEA

BUSINESS MAY 2019

TRANSFORMATIONbiznesstransform.com THE CHANGE TO FUTURISTIC BUSINESS

SAUDI ARABIA TRANSFORMATION AT FAST TRACK Celebrating trailblazing transformation driven by CEOs

Mohamed Mahnashi, ICT Adviser, Ministry of Foreign Affairs, Saudi Arabia.

Mohammad Abusinnah, Appian Fuad Mehdawi, Dell Technologies Abdullah ALSaadoun, RSA Hossam El Masry, Gulf Stevedoring Mansoor Sarwar, SAGE Makki Al-Kurdi, Aruba HPE INTELLIGENT TRANSFORMATION SECURITY TRANSFORMATION BUSINESS EDGE OF AUTOMATION ROADMAP TRANSFORMATION JOURNEY APPLICATIONS NETWORKING PRESENTS

REAL PEOPLE.. REAL TECHNOLOGY .. REAL DISCUSSION !!

FIRST EPISODE OUT ON 15TH MAY WATCH IT ON YOUTUBE

ARE TODAY’S TITANS GEARED UP FOR TOMORROW’S DISRUPTION?

EVERY FORTNIGHT 17.00 HRS

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06 OPINION 08 OPINION 20USE CASE Transformation success depends You will be automated out of on culture and employees existence in IT Sami Esber, MIDIS Group Dave Wright, ServiceNow

REAL PEOPLE.. OPINION REAL TECHNOLOGY .. Transforming the IT organisation to a REAL DISCUSSION !! profit centre Christian Reilly, Citrix

FIRST EPISODE OUT ON INDUSTRY COMMENTS COVER FEATURE Six tips ensuring success in Industry 4.0 INAUGURAL BTX SHOW RECOGNISES 15TH MAY migration WATCH IT ON YOUTUBE Andy Coussins, Epicor Software 38 TRANSFORMATION CHAMPIONS AND ENABLERS

15 18 STRATEGY 48 Britannia transforming exports with smart factories Varun Berry, Britannia Industries. 49 TRANSFORMATION CHAMPIONS ARE TODAY’S TITANS GEARED UP Unified networking key for building transformation FOR TOMORROW’S DISRUPTION? Valerie Maguire, Siemon

EVERY INDUSTRY COMMENTS INDUSTRY COMMENTS 50 MARKET OUTLOOK Why CIOs mindsets are not suitable for 5G release will accelerate Transforming tax administration using FORTNIGHT digital biz digital transformation technology Oliver Wyman 17.00 HRS Graham Waller, Gartner Jean Pierre Brulard, VMware

54 RESEARCH 58 INDUSTRY COMMENTS 62 LOOKING GLASS SUBSCRIBE NOW Transformation Getting hype out of regional challenges in regional transformation trends retail sector PwC Amol Kadam, Co-Founder RBBi

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PRESENTS

04 SEPTEMBER 2019 11 SEPTEMBER 2019 DUBAI, UNITED ARAB KSA, RIYADH, KINGDOM EMIRATES OF SAUDI ARABIA

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EDITOR’S PREFACE PRESENTS BUSINESS TRANSFORMATION THE CHANGE TO FUTURISTIC BUSINESS Dear Readers,

Global cloud platform vendor, ServiceNow recently MANAGING DIRECTOR completed its annual customer and channel partner Tushar Sahoo event in Las Vegas. Their strategy is to focus on rolling [email protected] out both, cloud-based platforms and products, with the EDITOR emphasis on the former. Focusing on cloud platform Arun Shankar [email protected] innovation appears to have more appeal than cloud- based products. Once released by ServiceNow, both CEO Ronak Samantaray ServiceNow channel partners and end-customers can [email protected] customize the ServiceNow cloud platform, also called GROUP SALES HEAD the Now Platform, to make it work towards reducing Richa S their internal and external pain points. [email protected] For ServiceNow, the traction appears to be clearly in serving internal customers 04 SEPTEMBER 2019 by integrating silo applications and making the data appear in various templates, whether for human resources, call centre operations, customer DUBAI, UNITED ARAB EMIRATES EVENTS EXECUTIVE services, IT services management. As well as serving external customers by Shriya Nair [email protected] enhancing their experiences through better integration of their touch points as captured through multiple customer facing applications. Top business and IT BUSINESS DEVELOPMENT EXECUTIVE Susan Paul executives from global customers including United Airlines, Shell, Vodafone, [email protected] Virgin Rails, presented both internal and external customer facing use cases, using the ServiceNow cloud platform. While this may seem like an old story followed by a plethora of previous SALES AND ADVERTISING vendors, what was striking at the ServiceNow convention was how well the Ronak Samantaray vendor has orchestrated its channel partner programme to meet this go to Ph: + 971 555 120 490 market objective, while delivering transformative solutions. Channel partners PRODUCTION, CIRCULATION, SUBSCRIPTIONS can innovate using the Now Platform to meet customer expectations and [email protected] deliver by vertical market expertise or by scale of the organization or by degree of customization required. The ServiceNow Cloud platform is delivering transformative solutions because of its high level of integration with other cloud applications as well as the capability of its top channel partners including Accenture, Deloitte, KPMG, UAE Infosys, DXC, Cognizant, and a host of other middle level channel partners. 223 DMC 9 Dubai Media City, Dubai ARE YOUR PO Box 500653, Ph: +971 4 368 8523 Moving ahead, an interesting report on how the process of taxation can be improved in the GCC region appears in our Market Outlook section. Prepared USA 31 Foxtail Lan, Monmouth Junction by global management consultancy, Oliver Wyman, the report points out that NJ 08852, Ph: + 1 732 794 5918 tax collections systems can be automated and digitized to ensure that GCC CYBER SENTINELS countries rapidly meet the same levels of remittances and collections as their Western counterparts. Moreover, analytics and data driven decision making can Printed by help to increase the tax collection database by identifying peripheral tax payers. Al Ghurair Printing & Publishing LLC. Another regional perspective by PwC, titled Navigating the New Retail Reality, Masafi Compound, Satwa, PO Box: 5613, ARMED? Dubai, UAE appears in our Research section and highlights the challenges faced by Middle East retail CEOs in transforming their business models, to avoid the meltdown Published by of brick and mortar shopping. In the report, retail CEOs in the region identify Accent Infomedia MEA FZ-LLC their top three challenges and that includes coping with the onslaught of digital 223 DMC 9 Dubai Media City, Dubai PO Box 500653, Ph: +971 4 368 8523 technologies, managing and optimizing their operational costs, and recruiting talent that are skilled in data and analytics. In our invited blogs section, Gartner’s Graham Waller, points out that CIO’s mindsets are not necessarily ready for digital business. He advises that they go A publication licensed by through a self-administered programme of reorienting their way of thinking. B R O U G H T B Y OFFICIAL MEDIA PARTNER International Media Production Zone, Dubai, UAE @Copyright 2018 Accent Infomedia. And in another piece of writing, RBBi’s Amol Kadam, attempts to remove the All rights reserved. hype around a few key buzzwords and adds his sense of pragmatism to them While the publishers have made every effort to covering blockchain, chatbots, augmented and virtual reality, analytics, and ensure the accuracy of all information in this magazine, they will not be held responsible for any search. errors therein. Ramadan Kareem and wishing you the best. FOR MORE VISIT: gecmediagroup.com CONTACT: [email protected], [email protected], Arun Shankar [email protected], [email protected], [email protected]

TRANSFORMATION SUCCESS DEPENDS ON CULTURE AND EMPLOYEES Organisations embarking on transformation need to take a hard look at their strengths and decide where they want to reach, writes Sami Esber.

to take a deep breath and reflect on as Internet of Things, blockchain, what this is supposed to mean for artificial intelligence, 3D printing, someone outside the information and virtual and augmented reality. technology industry. In order to survive, traditional Whether digital or business businesses will have to start asking transformation, these are all- themselves: encompassing terms, and refer l How can we become the Uber of to those organisations that are our industry embarking on a path of innovation, l Can we really become an Uber of SAMI ESBER, President MIDIS System Integration that has been rolled out by bringing our industry Group and Board Member MIDIS digital technologies into the center of l Does the organisation foster an Group. the organisation’s business. innovative climate On a broader scale, such l Does the Board have appetite to organisations would have adopted survive digital challenges digital technologies and rebuilt their l Does the organisation have KEY TAKEAWAYS sales models, in a particular vertical strengths to reskill itself market, offering completely new l Can the organisation reengineer • Business and technology products or services and customer business processes decision makers need experiences, while significantly Going forward disruptive, digital to collaborate so that influencing an extended eco system technologies will only become transformation is of supplier partners. better and better in improving the homogenised internally. Another reason why such customer experience and customer • Businesses may need to innovators, disruptors, or leaders in journey. They will become more partner with specialist firms business and digital transformation, and more experiential, opening up to kick start transformation. do not get picked up on the new opportunities to discover the • Transformation leaders radar of incumbents is because customer and their expectations. almost always leverage they are usually off their radars. Thanks to cloud platform delivery, technologies that are not Transformation leaders, innovators they will also become less being used by incumbents and disruptors, almost always challenging to use and apply. The and stalwarts. leverage technologies that are not real challenge in transformation • Business models leverage being used by incumbents and will increasingly turn towards the disruptive technologies stalwarts. Their innovative business organisation, its people and its that are not being used by models, services and products, leaders. RUN A MORE CONNECTED BUSINESS. incumbents. leverage disruptive technologies that Internally, business and are not being used by incumbents. technology decision makers need According to IDC, the Middle East to collaborate strongly so that STREAMLINE KEY BUSINESS PROCESSES. and Africa region is now poised transformation is homogenised at the tipping point, where all internally and works end to end. GAIN FINANCIAL INSIGHT AND DRIVE RESULTS. cross the Middle East, digital accelerators are pointing forward, Often times, businesses may also transformation is becoming towards rapid adoption and need to partner with specialist Aincreasingly familiar to increased spending. These include firms to kick start transformation in business decision-makers and digital technologies like cloud, organisations and to accelerate them Keep your Edge with Sage Business Cloud. Be Sage. business owners. It is worthwhile mobility, big data, analytics, as well in their journeys.

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OPINION

YOU WILL BE AUTOMATED OUT OF EXISTENCE IN IT Technology cycles make jobs in IT infrastructure redundant and professionals should look at customer value creation writes Dave Wright at ServiceNow. TH!NK CASHLESS

value for my company. of cloud. The businesses will get A quarter-century later, that greater control, transparency, is still what most IT workers do. security, agility, flexibility and Rather than judge performance by governance. how IT helps people do their jobs better, managers focus on ROI and ELIMINATE THE NEED FOR LEVEL 1 keeping the lights on. Yet there TICKETS is overwhelming evidence that IT can play a far more important role. Talented people will no longer spend DAVE WRIGHT, According to a 2018 survey of 20,000 their days resetting passwords, Chief Innovation Officer, Microsoft customers, just 22% of fixing printers or unfreezing PCs. C ServiceNow. employees said they felt highly Of course, more complex problems M

productive on the job. such as cybersecurity breaches will Y We are on the cusp of a new era still occur. But companies will have CM today, when IT departments can be developed repeatable processes to MY measured not on how efficiently they deal with the simple fixes that cause operate but on how well they help employee headaches. CY

the people and the businesses they CMY KEY TAKEAWAYS serve. I predict that five years from CREATE ENTIRELY NEW CUSTOMER K • IT organisations can play a far now, success will be measured on EXPERIENCES more strategic role today than the IT department’s ability to: they have traditionally PREVENT IT FAILURES WITH SELF- As time spent on basic care and • They can be measured not by HEALING SYSTEMS feeding of the infrastructure operational efficiency but on declines, IT will be able to spend how well they help the people Rather than wait for a problem to more time taking advantage of and the businesses they serve arise, systems will use sophisticated emerging technologies such as • Instead of simply maintaining analytics to diagnose themselves. mobile, virtual- and augmented- infrastructure, IT can focus Your failing storage arrays and reality, voice and gesture-based more on creating valuable network switches will be replaced interfaces. new customer experiences before they fail. When problems do All this is good news for the people occur, machine learning technology that IT supports. By 2024, businesses will take a first pass at resolving will rightly expect their experience at PayTabs.com them by analysing what measures work to be as simple, convenient and have worked in similar conditions in cool as the experience they already the past. enjoy from their favorite consumer hen I took my first IT job in apps and services. my early 20s, I found myself BECOME TRUSTED ADVISORS TO By the time I was 24, I had been Wworking as a tape monkey, BUSINESSES automated out of three jobs. While shuttling storage cartridges to the I was too young to be particularly high-tech masters who ran the Companies will achieve a new worried about my future at the time, company mainframe. Mercifully, my yin-yang of tactical and strategic looking back it is clear all these skills job was automated out of existence balance, where technologists work contributed to my ability to build by a cartridge-picking robot. No in unison to produce continuous a fulfilling, rewarding career for great loss, because I was not creating software for the always-on world myself.

WORLD’S SIMPLE & TRUSTED PAYMENTS 8 biznesstransform.com pt-banner.pdf 1 4/29/19 11:59 AM

TH!NK CASHLESS

CMY

PayTabs.com

WORLD’S SIMPLE & TRUSTED PAYMENTS OPINION

TRANSFORMING THE IT ORGANISATION TO A PROFIT CENTRE Innovation and transformation are added responsibilities for performing CIOs and transform IT into profit centre, explains Christian Reilly at Citrix.

innovation. Success is, of course, processes so workers can focus on easier said than done. higher-value tasks. Today, a large part of success is about reining in costs while extending services to a wider array #2 SIMPLIFYING HYBRID-CLOUD of people, devices, and things. NETWORKING The modern IT organisation must become a partner to the business, According to a recent IDC InfoBrief, not a cost center, integral to enterprises are embracing competitive value and strategic multi-cloud solutions to gain CHRISTIAN REILLY, investment. organisational agility, accommodate Vice President and Chief Intelligence Officer, Citrix. How are you standing up to existing and new applications, the challenge? Inventorying and and ensure applications reside controlling fixed assets only under- in optimised environments. scores potential waste. With a But IDC also reports that 82% complete understanding of the of businesses believe complex physical servers, data, devices, and network infrastructure hinders applications in your purview, you their ability to migrate applications have taken measures to manage, to the cloud. When you simplify, control, and secure them. secure, and optimise your networks It is now time to focus critical for performance, you give your resources on accelerating business users simple secure access to the outcomes instead of managing day- applications and data they need — to-day IT tasks. And you have made from any device, anywhere. moves in that direction by adopting RAMADAN KAREEM a cloud strategy that accelerates #3 IMPLEMENTING DIGITAL innovation and agility while WORKSPACES 4% of top CIOs now have ensuring flexibility and control. So, responsibility for areas what now? There are three ways to A digital workspace unifies access 8outside traditional IT. The focus IT investment. to the all of the applications users most common are innovation and rely on — Windows, mobile, web transformation. For modern CIOs, #1 LEVERAGING ADVANCED ANALYTICS and SaaS — with performance and success is not about the technology. security that adapts to user context. It is about using technology to drive In an IDG survey, close to 80% of Engineered to increase visibility and business innovation and value. It CIOs said they would prioritise spend simplify management of all your is about providing an always-on, on data analytics in 2018 and 2019. applications, data, users and devices, secure digital workspace, without Though the vast majority of business a digital workspace helps you realise a costly outlay of capital. And it processes are still governed by and the full benefits of hybrid- and is about efficiently and securely carried out by people, advanced multi-cloud strategies. expanding into new markets and analytics, such as machine learning, With careful planning and regions. uses data to automate work that was alignment with business goals, In other words, success is defined once considered people-dependent. these investments can position IT by strategic technology investments This improves the speed, accuracy, as a change agent and prepare the that enable the business and drive and efficiency of computing business for the future.

www.gecmediagroup.com 10 biznesstransform.com RAMADAN KAREEM

www.gecmediagroup.com INDUSTRY COMMENT

SIX TIPS ENSURING SUCCESS IN INDUSTRY 4.0 MIGRATION Andy Coussins at Epicor elaborates on six areas that manufacturing companies need to assess before any Industry 4.0 transformation project.

ccording to a 2016 PwC digital transformation should be report, 62% of Middle East prioritised. Aorganisations expect to have advanced levels of digitisation and #1 ABILITY TO SCALE IT integration by 2021. While this INFRASTRUCTURES, CLOUD indicates a strong appetite in the region for Industry 4.0, it is worth Any digital transformation, Internet ANDY COUSSINS, pointing out that the transition from of Things, machine learning, Head of International, Epicor initial pilot stage to the large-scale artificial intelligence or robotics, will Software. roll-out of an Industry 4.0 and require IT services and performance digital transformation project is no that is only technically achievable easy task. and economically viable via cloud In its Digital Manufacturing Global infrastructures. Expert Survey 2018, McKinsey Cloud services ensure that highlights how even successful pilot applications are available quickly projects often fail to make it into and are demand-oriented and everyday industrial life. scalable, whether for pilot projects, According to McKinsey, there are test environments, peak loads or three main reasons for this: standard processes. Adopting a l No clear change vision or detailed cloud strategy also ensures that implementation road map. the IT team can focus on tasks that l No executive leadership of the add strategic business value, rather transformation project. than being caught up managing l Technical infrastructures that operational routines. hinder roll-out. From our practical experiences, we #2 ABILITY TO REACH CONSENSUS, have found that taking a critical look CENTRAL DATA, ANALYTICS at the existing technical environment is a vital first step. It is an evaluation Industry 4.0 solutions will affect a process that can help organisations wide number of different business to gauge well in advance exactly areas, so everyone involved must how simple or complex it will be to be able to participate in making transfer promising Industry 4.0 pilot decisions on the viability of any projects into everyday operations. proposed innovation-driven change. Assessing the following six Enabling these joint decisions means capability areas can help regional everyone in the decision-making organisations shine a spotlight circle will need cross-departmental on where additional work on access to all relevant data and a the IT infrastructure needs to consolidated view of all relationships be undertaken, and which of the and consequences. options for action on the path to Today’s integrated ERP systems

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are key to enabling these vital investment decisions. decision-support capabilities. Centrally capturing and analysing #5 ABILITY TO ANALYSE PERFORMANCE, information from operational, KPIS finance and corporate management areas of the business, these From intelligent control systems platforms make it possible to to new human-machine interfaces identify dependencies and model with voice-controlled technologies or different scenarios. This ensures data glasses, the implementation of that decisions can be made using Industry 4.0 technologies has a far- comprehensive and reliable data that reaching impact on familiar processes is supported by all parties involved. and performance values. To obtain precise figures from the #3 ABILITY TO CHANGE PROCESSES, outset and understand the influence BUSINESS PROCESS MANAGEMENT of innovative technologies on business results, an integrated Enterprise Inflexible business processes can Performance Management, EPM will hamper a firm’s ability to grow or be helpful. evolve and from experience, this is As an integrated element of modern often down to the business software ERP systems, EPM provides industry which organisations use. and role-specific key performance Either processes are controlled via indicators KPIs. This enables all multiple individual solutions, which hierarchies and areas of responsibility means that process changes to an to be transparently represented, so isolated system can trigger a whole that weak points can be identified cascade of follow-up measures and and KPIs achieved. Leveraging an interface problems. Or the central integrated EPM, enables organisations management system is so complex to pinpoint which individual digital KEY TAKEAWAYS that the overview of processes and transformation measures have had an • Transition from pilot stage to interfaces is missing. As a result, impact on value creation and business large-scale roll-out of an Industry processes cannot be designed development as a whole. 4.0 project is no easy task. flexibly, and changes can only be • Industry 4.0 solutions will affect made by specialists at great expense. #6 ABILITY TO COOPERATE, a wide number of different ECOSYSTEMS business areas, so everyone #4 ABILITY TO CONNECT FROM involved must be able to PRODUCTION TO MANAGEMENT, MES Digital transformation is often participate. INTEGRATION accompanied by new business • Enabling joint decisions means models and services that require everyone in the decision- Improvements in manufacturing close cooperation with partners and making circle will need cross- generated from Industry 4.0 customers. According to a recent departmental access to relevant solutions can only be fully exploited study by PwC, manufacturing data. if all business units are able to digital champions are highly adept • Inflexible business processes benefit. This means that as soon at connecting people, systems and can hamper a firm’s ability to as the Manufacturing Execution partners across the extended value grow and this is often down to the System, MES is directly connected to chain, as well as enabling multichannel business software. the ERP system, the advantages of customer interactions, either directly, • Manufacturing digital champions a smart factory can also be applied or through third parties. are adept at connecting people, to business processes such as sales, The process of assessing current systems and partners across the service and support, purchasing, or technical capabilities and identifying extended value chain. business development. potential Industry 4.0 implementation • If an ERP system lacks The ERP-MES connection is also hurdles will help Middle East integration capability, the IT essential for directly evaluating the companies define a future strategic environment will become return-on-investment generated by direction for growth more clearly, complex and the advantages of Industry 4.0 measures in a financial to make investment decisions Industry 4.0 will not be realised. context, so as to support future accordingly.

biznesstransform.com 13 Swing Local - Connect Global

2019-20

AUSTRALIA INDIA NEPAL SRI LANKA AZERBAIJAN INDONESIA NIGERIA SPAIN BAHRAIN IRELAND OMAN SOUTH AFRICA BOTSWANA ITALY PAKISTAN SWITZERLAND CANADA KAZAKHSTAN PORTUGAL THAILAND CHINA KENYA RWANDA TURKEY EGYPT MADAGASCAR RUSSIA UAE FRANCE MALAYSIA SAUDI ARABIA UNITED KINGDOM GERMANY MAURITIUS SCOTLAND US GHANA NEW ZEALAND SINGAPORE ZIMBABWE

40 60 PARTICIPATING QUALIFYING COUNTRIES ROUNDS 4500 C-LEVEL EXECUTIVES

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Swing Local - Connect Global

WHY CIO MINDSETS ARE NOT SUITABLE FOR DIGITAL BIZ Gartner’s Graham Waller, explains CIOs will need to follow a planned programme of challenging and rebuilding mindsets to fit into digital businesses.

2019-20 served them well in the past. But organisations. But these core beliefs CIOs cannot deliver needed digital can create blind spots. Challenge capabilities without adapting their those beliefs to make sure they thinking to new market realities. still stand in the current business AUSTRALIA INDIA NEPAL SRI LANKA To move the company toward a climate. CIOs who do not do this run AZERBAIJAN INDONESIA NIGERIA SPAIN new mindset, CIOs must understand the risk of maintaining the status BAHRAIN IRELAND OMAN SOUTH AFRICA and evangelise digital dexterity. quo to the detriment of progress. BOTSWANA ITALY PAKISTAN SWITZERLAND A recent Gartner study found that Conduct a Challenge What You CANADA KAZAKHSTAN PORTUGAL THAILAND employees are 2.6 times more likely Know workshop and flip each core CHINA KENYA RWANDA TURKEY EGYPT MADAGASCAR RUSSIA UAE to have high digital dexterity if belief to the opposite. For example, FRANCE MALAYSIA SAUDI ARABIA UNITED KINGDOM their leader sets the tone and role- our customers want to own the GRAHAM WALLER, models the behavior, yet only 17% of product and will buy and upgrade GERMANY MAURITIUS SCOTLAND US Distinguished VP Analyst, GHANA NEW ZEALAND SINGAPORE ZIMBABWE Gartner. organisations have leaders who do so via a transactional model, becomes consistently. our customers want the product’s Gartner provides five steps that benefits and will embrace a CIOs can follow to cultivate the subscription as a service model. digital dexterity needed to become Identify how and when the new effective digital business leaders. belief could work, check this against The five steps form two mutually competitors’ actions and use this reinforcing loops: exercise to figure out which core t is an accepted fact at your Loop #1 Reframing mindset beliefs can be modified or dropped. company that your customers enables CIOs to increase awareness 40 60 Iprefer to deal with the organisation of how their existing mindset must STEP #2 DEFINE YOUR NEW DIGITAL- PARTICIPATING QUALIFYING in person, and that human evolve, given a new leadership COUNTRIES ROUNDS ERA LEADER MINDSET interaction is critical to the business. context, and lays the groundwork for But what if the opposite is true? sustainable change. Digital leaders have to have the right What if customers prefer digital Loop #2 Remastering behaviors mindset for today’s context. interactions and the first priority reinforces the new thinking via Successful digital leaders have six should be a customer experience that routines, culture hacks and new traits: meets customer needs? practices that sustain digital 1 Thrive despite uncertainty 4500 A new take on an old mindset dexterity leadership well-suited to 2 Quest for breakthrough business C-LEVEL EXECUTIVES presents a world of potential new market realities. outcomes business opportunities in the context Remember this is not a one-time, 3 Exploit new digital-era of the digital world. CIOs cannot check-the-box process — it will be competitive levers deliver needed digital capabilities iterative and continuous. 4 Start, experiment, learn and without adapting their thinking to iterate new market realities. Continuously STEP #1 CHALLENGE CORE BELIEFS 5 Cultivate creativity and a culture of changing digital markets will require AND REFRAME PERSPECTIVES innovation continuously adapting leadership. 6 Attract top-notch digital dexterity Like any human, CIOs struggle Many leaders have deeply talent FOR MORE VISIT: giving up leadership mindsets that ingrained core beliefs about their Rate yourself on a scale of 1-5, www.gecopen.com

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Rebuilding the CIO mindset is both looped and iterative. Source Gartner.

with 1 as the skill is irrelevant and 5 create small, achievable routines as it is a core mindset and focus on or culture hacks to reinforce the skills you ranked as 2 or 4. them. For example, to further ingrain quest for breakthrough STEP #3 CHANGE YOUR BRAIN business outcome, set aside 30 MONOLOGUE minutes each Friday to review the week. Ask yourself if you KEY TAKEAWAYS Once new the mindsets have been were thinking safe next steps or • To move the company toward identified, it is time to internalise bold leaps. Once a month, visit a a new mindset, CIOs must them. Throughout this process, you new startup or different industry understand and evangelise will often hear two voices in your using different business models digital dexterity. head, the old and new mindsets and consider how you could use • Continuously changing in conflict. For example, one may them in your own organisation. digital markets will require say, let us move forward despite continuously adapting uncertainty, and then continue or STEP #5 AMPLIFY BEHAVIORS leadership. pivot based on what we learn. The WITH EXPERIENTIAL LEARNING • CIOs struggle giving up other will say, let us study it and leadership mindsets that wait until we are certain we can do A development program should served them well in the past, this. It is critical to change that brain include 70% experiential similar to any other human. monologue. learning, 20% mentoring or • CIOs cannot deliver digital Try scheduling 15 minutes on coaching, and 10% formal capabilities without adapting your calendar to assess where you education. The best way to their thinking to new market used the new mindset versus the old ingrain a new mindset is by realities. one. Take the time to really think dedicating time and resources • Many leaders have deeply and acknowledge choices to avoid to action. Experiential learning ingrained core beliefs about reverting back, and ask trusted can be used to strengthen a their organisations. coworkers to help keep you on track. specific trait. For example, • Core beliefs can create blind for cultivating creativity and spots. STEP #4 REINFORCE THE NEW innovation, consider hosting • Challenge core beliefs to make MINDSET VIA ROUTINES hacking events or touring sure they still stand in the companies that are known for current business climate. To ensure your new mindset sticks, those traits.

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5G RELEASE WILL ACCELERATE DIGITAL TRANSFORMATION 5G is not just another communication G and is expected to release a deluge of transformation use cases according to Jean Pierre Brulard at VMware.

019 has so far been the year are justified. of 5G. For telecoms operators How is it not just another G? Put 2or communication service simply, 5G delivers much faster providers, it is a time bursting with speeds, far lower latency and opportunity – from upgrading significantly higher density than 4G. capacity to delivering new services, content and interactions in ways INSIDE THE REALM OF 5G previously simply not possible. Using 5G to enable the Internet of Things If we want to realise the potential and edge computing, they now have of the likes of Internet of Things- an amazing opportunity that was enabled services, robotics, JEAN PIERRE BRULARD, unimaginable just a couple of years autonomous vehicles, smarter SVP and General Manager, ago. cities and utility services and break VMware EMEA. But it means 5G is at a massive throughs in telemedicine, then each inflection point. Planning of these elements need to be in play. decisions made today will have far What, however, do they actually reaching financial and operational mean? ramifications for CSPs, from being Speed is relatively straight able to beat competitors to market forward. The 5G example often with new value-added services, used is being able to download a to significantly improving the high definition film in ten seconds, performance and operational compared to at best about twenty efficiencies of their networks. minutes currently depending on Yet to think of it as only a telecoms local broadband services. opportunity is to miss the point. Any Latency is slightly different, organisation in any sector that uses reflecting the time required for data networks, in short, everyone, should to travel between two points. We are be planning for the 5G rollout and in fact talking less than a millisecond thinking about how they can use it to delay, which becomes significant for achieve their business goals. surgery, for example, and combined That is not to say that it is all plain with speed is also a factor for many sailing, many still view 5G as just gamers who might want to pay for another network. It is an attitude this type of fast, low latency service. which could make it harder initially Density becomes significant for some organisations to make the with the sheer number of devices case for the up-front investment connected to a network at any one required. Enterprises will need to time. We are already in a world work to convince both internal and where there are more than 23 billion external stakeholders that the costs connected devices and growing, with

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urban areas, as well as reaching far- flung locations previously lacking the infrastructure to support all 5G HAS THE POWER TO TRANSFORM deliveries. OPERATIONS AND BUSINESS MODELS OF To deliver all this is going to require a significant amount ORGANISATIONS BEYOND RECOGNITION. of investment in network infrastructure. For CSPs, it is a major undertaking, which is why it is likely that rather than a pure 5G network, the majority of people will greater mobility and IoT use cases. see a blended approach, where 4G We have all been in situations is available to deliver basic services, where speeds drop dramatically and 5G introduced for specific tasks. as everyone logs in, and as we It is therefore critical to have what become increasingly connected, we is known as the telco cloud. This is need networks that can cater for software-defined technology that significantly more devices than ever supports both current 4G and lays before. In each of these instances, the ground work for 5G, something 5G has the potential to dramatically much prized by operators. The improve on the performance of ability to be flexible and agile as we existing 4G networks. This can continue to automate our network then be used to deliver new services operations and management could and applications, exactly the level only be achieved through a software- of connectivity the digital world defined infrastructure. requires. We have not even begun to realise what the possibilities of 5G are yet. DAILY USE CASES So much needs to happen before we see full adoption, yet enterprises 5G introduces a concept called must start thinking now about network slicing. A network slice has how they can harness the power of technical characteristics important these new networks for their own for delivering a particular service. competitiveness. Simply thinking KEY TAKEAWAYS In this case, a network slice could about it as another G risks not • 5G has the potential to be used to deliver a service with low being prepared when it does come dramatically improve latency to ensure that actions are along and missing out on the huge performance of existing 4G taken in real time and without delay, opportunities available. networks. high throughput to ensure quality • 5G delivers much faster high-definition images and sound. speeds, far lower latency and Or take retail. Augmented and significantly higher density virtual realities have long been than 4G. touted as a way to arrest some of the • The ability to be flexible challenges the sector faces – with and agile as we continue to 5G’s low latency, they can become automate network operations mainstream offerings, rather than could only be achieved niche innovations, by easily allowing through software-defined customers to view purchases in local infrastructure. environments or on themselves. • Density becomes significant With high density, networks will with the sheer number be able to support huge numbers of of devices connected to a aerial vehicles while enabling remote network at any one time. operators to coordinate movements • That is not to say that it is all and avoid collisions along the way. plain sailing, many still view The knock-on benefits would mean 5G as just another network. less congestion, particularly in

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Knowledge 2019 attracted 20,000 ServiceNow customers, partners, developers and employees from 78 countries and covered 600 learning sessions over three days.

SERVICENOW TARGETS SIMPLIFICATION OF WORK EXPERIENCES USING NOW CLOUD PLATFORM

hat if our lives at work customers, partners, developers and taught by customers. could be no different than employees from 78 countries. The It is a question that speaks to Wour lives at home? With annual Knowledge conference is a the heart of ServiceNow founder that question, ServiceNow CEO and grassroots incubator for knowledge Fred Luddy’s original mission: use President John Donahoe kicked off sharing across ServiceNow’s leading-edge digital technologies to the company’s annual Knowledge customer base. Knowledge 2019 make people’s lives on the job far conference with a keynote address features 600 learning sessions over easier, more productive and more to more than 20,000 ServiceNow three days, 90% of which will be meaningful. Fred deeply believes

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that it is technology in the service take that complexity and tame it, of people, and not the other way said Donahoe. Companies can use around, said Donahoe. the ServiceNow platform to offer the Donahoe invited participants to same simple, intuitive experiences consider the stark contrast between that we get from consumer the complexity of our work lives and applications. the simplicity of our experiences at Chief Product Officer CJ Desai home. In our lives at home, mobile highlighted several new features technology allows us to get what we that will launch with ServiceNow’s want, when we want and how we New York release in the third want it, Donahoe said. Underlying quarter of 2019. They include: those easy experiences are digital l Guided Application Creator, JOHN DONAHOE, systems and workflows whose which allows developers to create CEO and President, complexity is invisible to users. new enterprise apps in a few ServiceNow. By contrast, business applications minutes without writing a line of and systems tend to leave much of code. that underlying complexity exposed l Integration Hub and Action to end users. In order to provide the Designer, which makes it simple to great experiences that customers integrate systems with or without and employees expect, they must code across apps, systems and

biznesstransform.com 21 USE CASE

ServiceNow’s roadmap beyond the Q3 release, hinting at more transformative features in the works for the Orlando and Paris releases, coming in the first and third quarters of 2020. Next, Desai introduced Linda Jojo, Executive Vice President and CIO at United Airlines. United, which served 160 million passengers last year, is teaming CJ DESAI, FARRELL HOUGH, with ServiceNow on companywide Chief Product Officer, ServiceNow. Senior Vice President of Customer digital transformation. “Running an Workflow Products, ServiceNow. airline is one of the most complex jobs in the world because so many things can go wrong,” said Jojo. “We have armed 60,000 of our employees with mobile technology. Our employees needed more tools in their toolkit, and ServiceNow is helping us empower them.” Virgin Trains CIO John Sullivan shared a similar success story with ServiceNow. CIO John Sullivan described how Virgin, which transports 100,000 passengers daily in the UK, is working with ServiceNow to connect employees CHRIS POPE, MARK ACKERMAN, and customers with proactive, end- Vice President Innovation, ServiceNow. Regional Director Middle East and to-end service features. Employees Africa, Service Now. who were previously siloed in different departments can now connect and share integrated data via a mobile application. They can report a maintenance issue or incident and contact other team members directly from the application using voice commands. Using machine- learning capabilities, the system automatically suggests workflows that resolve issues without impacting customers. “It is all about monitoring systems and preventing issues The Now Platform. before they occur,” Sullivan said. Virgin Trains’ consumer- facing mobile application is also software. performance and generate cost and helping the company deliver a l Operator Workspace, which consumption reports quickly. great customer experience with provides one dashboard for systems Desai said ServiceNow customers automated self-service features operators to monitor and manage all can already benefit from platform that use ServiceNow’s Virtual services. innovations in the current Madrid Agent technology to manage train l Service Owner Workspace, release, including better systems cancellations and other travel issues which offers a 360-degree view of integration and voice-assistance in real time. service health to track real-time functionality. He also charted The Now Platform is

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ServiceNow follows a six-month upgrade and release cycle to facilitate feature optimisation and avoid over congestion.

The Now Platform has a high degree of interoperability with other cloud ServiceNow’s Farrell Hough and key customer John Sullivan, CIO and Project platforms, which is a key reason for its rapid adoption in a multi-cloud Director at Virgin Trains. environment.

Another key global customer, Christopher Holmes, Head of Digital Future versions of The Now platform will allow business to build their own Experience, Vodafone Business. applications through a zero-code approach.

ServiceNow’s intelligent and intuitive cloud platform for work. It consists of the following platforms: l IT Workflows: Unlock productivity and transform IT across your enterprise with a unified platform. l Employee Workflows: Deliver next- gen employee experiences with intelligent workflows and effortless service. l Customer Workflows: Resolve complex customer issues from end to end with predictive intelligence and automated self-service. l Build your own workflows: Use the Now Platform to build new workflow apps and Mobile applications will be included in future versions of The Now platform. extend ServiceNow solutions.

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How Virgin Trains is transforming employee efficiencies using ServiceNow

JOHN SULLIVAN, DEAN UNDERWOOD, CIO Virgin Trains. Head of IT Services, Virgin Trains.

irgin Trains is determined ownership of and continuously to transform the rail KEY TAKEAWAYS improve processes. For Virgin Vexperience into a reliable Strategy Trains, the first milestone on the source of enjoyment and pleasure. • Virgin Trains is looking at journey to service excellence was The company wants to deliver a innovative ways to deliver the modernisation of the underlying IT consistently positive experience rail experience of the future. Service Management infrastructure that keeps customers happy, and and applications. The company’s keeps them coming back. Execution legacy ITSM platform was aging “We are moving toward a • Modernising ITSM and had limited capabilities. digitised, automated, personalised infrastructure to create a single The focal point initially was source of truth allowed Virgin rail experience that puts customer transparency. Virgin Trains has Trains to improve processes. satisfaction first. All of that starts also streamlined core processes • The first milestone was with a foundation of streamlined modernisation of the underlying so that they take less time, internal processes and excellent IT IT Service Management making it possible for staff to service delivery, and that is exactly infrastructure and applications. focus on higher-value tasks. what ServiceNow brings to the • The modernisation effort was The modernisation effort was table. Eventually, we will be able to accelerated by the ease of also accelerated by the ease of use the same system to integrate implementation of the Now implementation of the Now data and automate processes Platform. Platform. across the enterprise, in just about • The next phase of “Fundamentally, ServiceNow any business function,” says John transformation is gives us the data we need to currently underway with Sullivan, CIO Virgin Trains. improve the service desk and the implementation of Modernising ITSM infrastructure overall service delivery. In the ServiceNow Customer Service and apps to create a single source Management. past, we made changes based on of truth and visibility allowed what we felt needed changing. the Virgin Trains IT team to take Now we have the data to drive

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For Virgin Trains, the benefits are 75% reduction in hiring timeframes, £50,000 cost savings, while staff can focus on higher-value tasks.

better decisions,” says Sullivan. new ways to streamline a broad issue.” “Everything we do for customers array of ITSM processes. Equally The result of the modernisation starts with great support for important, the Now Platform efforts has been a radical employees. If you do not have gave Virgin Trains insight improvement in the quality of IT infrastructure and processes in into core IT processes such as service delivery. But that is just the place that can improve service incident management, change beginning of the transformation delivery and grow and evolve with management, and more. journey for Virgin Trains. you, transformation is just not “We can quickly understand By radically improving their possible. We had no visibility into where failures are occurring, employees’ experience, Virgin processes and we had very limited what is causing failures, average Trains saw significant increases data on which to base decisions resolution times, and so on—and in their customer satisfaction that would improve service we can monitor our progress metrics, going from mid-20s to delivery. With ServiceNow we have in both preventing outages and averages between 70 to 80. data and visibility into processes, minimising their impact to “Richard Branson has a saying so we can take ownership of employees,” says Underwood. if we look after our staff, they will those processes and continuously “We have automated tasks and look after our customers. And so, improve them,” says Dean simplified processes, for example a key part of our transformation Underwood, Head of IT Services for making it easier and faster to get journey is constantly improving Virgin Trains. needed approvals for changes. In the service we provide to At a previous company, some cases, what used to take a employees, and measuring their Underwood experienced the Now month now takes a day. The core satisfaction levels. We saw a 44% Platform in action and saw that functionality is all built in. It is improvement in the first eight it could integrate applications relatively easy to activate the weeks with ServiceNow, just and data from multiple sources, specific modules and functionality from improved hiring processes. thereby creating not only a single you require. And the platform is To us, that score is a measure source of the truth but also cloud-based so scale-up is not an of how much lost time we are USE CASE

giving back to employees, and an end-to-end service value how much more they are able to chain that extends to its base of focus on what matters most — suppliers. “We are on track to save constantly improving the customer 20% of our operating budget, and W H A T Y O U N E E D . F O R A L L Y O U D O . experience,” says Sullivan. we want to invest some of those Sullivan adds, the increases in savings into our supply chain,” CSAT were attributable to many says Sullivan. factors, but the acceleration of processes enabled by ServiceNow More specifically, Virgin Trains was critical. Employees do not is restructuring its RFP process so always analyse why service seems that suppliers are highly motivated better — they just perceive that to use the Now Platform for they are getting what they need their own service management faster. Automating common processes. Sullivan says, “We want customer service tasks with to extend the efficiencies we have Customer Service Management achieved internally to our supply saves time for both Virgin chain to further enhance service Trains agents and its customers and customer satisfaction.” by resolving issues faster. The Virgin Trains is looking at next phase of transformation innovative ways to deliver the rail is currently underway with the experience of the future. “We want implementation of ServiceNow to provide digital entertainment, Customer Service Management. easy access to up-to-date schedule “Customer Service Management information, simplified booking will help us automate common and payment capabilities, the list customer service tasks and save goes on,” says Underwood. “The both agents and customers a Virgin brand has always been lot of time. We get thousands about innovation, and we are of inquiries, suggestions, and trying to be inventive in improving requests each year. With Customer the entire train experience.” Service Management we can issue The reason ServiceNow is a reference numbers, track cases partner is that their platform is more easily, and get important extensible to any business process. data about our customers that will ServiceNow is capable of true KEY TAKEAWAYS drive future improvements.” enterprise service management In addition, Virgin Trains will — bringing service improvement Cash use Customer Service Management not just to IT but to security • 75% reduction in hiring to connect departments internally operations, HR, finance, legal, timeframes, £50,000 cost and further expedite customer compliance, and more. savings, staff can focus on service. With Customer Service higher-value tasks. Management, it will be possible to route work from customer service Intel® Core™ i3-7020U processor, People to field service, engineering, • Improvement in customer operations, finance, legal, so 4GB RAM, 1TB Hard Drive, satisfaction attributes within questions raised by customers 2GB AMD Radeon 520 Graphics, first eight weeks. can be quickly routed to the • Employees do not always appropriate staff. Creating an end- 15.6” HD Anti-Glare LED Backlit Display, analyse why service seems to-end service value chain for its better, they just perceive they Ubuntu Linux. are getting what they need suppliers extends the efficiencies faster. that Virgin Trains achieved and • Automating common customer further enhances service and service tasks saves time for satisfaction both Virgin Trains agents and Recognising that the overall customers by resolving issues customer experience also depends ARD AL GHADEER TRADING LLC faster. on partners, Virgin Trains has Tel: +971 4 3937899 Email: [email protected] launched an initiative to create Intel, the Intel Logo, Intel Inside, Intel Core, and Core Inside are trademarks of Intel Corporation or its subsidiaries in the U.S. and/or other countries. 26 biznesstransform.com W H A T Y O U N E E D . F O R A L L Y O U D O .

Intel® Core™ i3-7020U processor, 4GB RAM, 1TB Hard Drive, 2GB AMD Radeon 520 Graphics, 15.6” HD Anti-Glare LED Backlit Display, Ubuntu Linux.

ARD AL GHADEER TRADING LLC Tel: +971 4 3937899 Email: [email protected]

Intel, the Intel Logo, Intel Inside, Intel Core, and Core Inside are trademarks of Intel Corporation or its subsidiaries in the U.S. and/or other countries. biznesstransform.com 27 USE CASE

RheinBrücke to drive transformation by launching localised Epicor ERP in the cloud

T consultancy firm RheinBrücke has entered a partnership with IEpicor Software, to offer Epicor ERP in the RheinBrucke ME cloud to the Middle East market. The new offering enables businesses to innovate, reduce costs, and boost operational efficiencies. The solution offers several advantages, such as lower capital requirements to access innovation, scalability, shorter deployment times for better returns on investment, reduced infrastructure costs, trimmed Registration desk at RheinKontakt 2019. operating expenses, and world-class security. In attendance at the launch event were His Excellency Sheikh Mohammed Bin Faisal Bin Khalid al Qassimi, His Excellency Jamal Saif Al Jarwan, Secretary-General of the UAE International Investors Council, and His Excellency Sheikh Mohammed bin Saqr Al Nuaimi, Undersecretary for Support Services at the Ministry of Human Resources and Emiratisation and other dignitaries across the region. RheinBrücke and Epicor also signed Supporting social causes through participation of Al Noor Training Centre at RheinKontakt 2019. an agreement to offer products for Ajman Chamber of Commerce and its members. billion in 2022. opportunities for growth, especially The latest forecast by Gartner His Excellency Mohamed in this region that is ripe for digital projects IT spending in the EMEA Hassan Al Noman, Chairman transformation and keen to stay region to total $973 billion, AED3.6 Rheinbrucke Middle East said at ahead of the curve in today’s digital trillion in 2019, an increase of 2% the event: “Across the world, we age.” on the estimated spending of $954 are witnessing the adoption of Vetri Selvan, Managing Partner billion AED3.5 trillion in 2018, as cloud computing as an enabler of and CEO of RheinBrücke, said: more organisations experiment new technologies, such as artificial “Partnering with Epicor was a with new technologies in a bid to intelligence, big data analytics, strategic decision as this alliance spur innovation and revolutionise and the Internet of Things. We are means both parties can achieve the customer experience. In the excited to launch a new cloud- more not just in the immediate GCC region, the UAE is the most based ERP offering with Epicor, a term, but looking ahead. We look active adopter of cloud computing. leading software provider with a forward to supporting businesses in Research firm IDC predicts spending proven track record, over 20,000 the Middle East in their digitisation on public cloud services in the global customers and 70 products journeys, so that they remain country will almost quadruple over that span the entire value chain. competitive and agile in today’s the next four years, surging from The partnership between Epicor competitive global landscape.” AED439 million in 2017 to AED1.51 and RheinBrucke will open new Andy Coussins, SVP and Head of

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Ecosystem of ERP partners at RheinKontakt 2019. Data is the new oil, MC opens RheinKontakt 2019.

Welcome speech by HE Mohamed Hassan Al Noman, Chairman, RheinBrücke Middle East Infrastructure.

Andy Coussins, SVP and Head International, Epicor talks about regional Government dignitaries, top executives, and other industry delegates at cloud hosting and adoption initiatives. RheinKontakt 2019.

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HE Marwan Hareb, Director of Investments and Promotions, Ajman Chamber of Commerce and Industry and Vetri Selvan, Managing Partner of RheinBrücke IT Consulting, sign a Memorandum of Understanding.

Left to right Suresh Chandrasekharan, Chief Solutions Architect at Vote of thanks by HE Ali Almuwaijei, Board Member, RheinBrücke Middle East RheinBrücke; Rich Murr, Chief Information Officer at Epicor; Anders Infrastructure. Sulbæk, General Manager at FLSmidth; Andy Coussins, SVP and Head of International Sales, Epicor; Miguel Angel Villalonga, VP Cloud and Data Centre at Etisalat Digital.

International Sales at Epicor, said: Peter Bertagnolli. Six winners were Muammar Al Rukhaimi, Etisalat “All industries today need digital chosen for the 2019 RheinBrücke Technology CEO. solutions to remain relevant and Pinnacle Award of Excellence from an Outstanding Contribution to drive growth. We are delighted to outstanding list of 118 nominations. Society category: Dr Ahmed Emara, support RheinBrücke as it launches The winners are as follows: Psychologist, Motivational Speaker Epicor ERP in the RheinBrücke ME Outstanding Contribution to Society and Happiness Expert. Cloud. This partnership further category: His Excellency Sheikh The launch event featured a panel extends our Cloud offering for the Mohammed bin Saqr Al Nuaimi, discussion, entitled Data is the New Middle East and helps support Assistant Undersecretary of Support Oil. Anders Sulbæk, General Manager the UAE’s transition towards a Services at the Ministry of Human at FLSmidth, Rich Murr, Chief knowledge-based economy in line Resources and Emiratisation. Information Officer at Epicor, Suresh with the UAE Vision 2021.” Contribution to the Economic Chandrasekharan, Chief Solutions In addition, the RheinBrücke Ecosystem category: His Excellency Architect at RheinBrücke, and Miguel Pinnacle Awards of Excellence were Jamal Saif Al Jarwan, Secretary Angel Villalonga, VP Cloud and Data held to pay tribute to individuals and General of UAE International Centre at Etisalat Digital, joined companies. The awards were selected Investors Council and His Excellency Epicor’s Andy Coussins on the panel. by a panel of top executives including Mohamed Amiri, CEO of Ajman Bank. The event was concluded with a Jürgen Bauer, Dr Ing Harry Hezel, Excellence in Technology category: vote of thanks by HE Ali Almuwaijei, Dr Ing Michael Mezger, Dr Ing Jörg His Excellency Abdulqader Obaid Ali, Board Member, RheinBrücke Middle Pirron, Ing Vetri Selvan and Dipl Ing Smartworld CEO and His Excellency East Infrastructure.

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USE CASE

the most connected Expo in Siemens using MindSphere history and demonstrating its ability to integrate a city’s and IoT to build cloud-based infrastructure into the Internet of Things. dashboard for Expo 2020 The new application will grow with the Expo 2020 Dubai site, incorporating the ability to make use of machine learning and artificial intelligence to support predictions. When the application has built enough historical data from sensors, a model can be constructed for learning and predictions can be made. For example, when connected to a weather station the application can make use of historical and real-time weather and air quality data to predict the likelihood of a sandstorm, and make appropriate preparation recommendations for site infrastructure. The When the application has built enough historical data from sensors, a model can be constructed for learning and predictions can be made. application can integrate data from any manufacturer’s sensors, reducing its dependence on specific sensors and gateways. new cloud-based application In addition to environmental The application runs on which will support Expo monitoring and irrigation, further MindSphere, Siemens’ open, A2020 Dubai in becoming a urban domains will be added in cloud-based operating system for blueprint for future smart cities is subsequent phases including the Internet of Things, and has being developed by Siemens, and Sustainability, Electric Vehicle been fully designed and developed has already connected part of the Charging Monitoring and other within the MindSphere ecosystem. site’s infrastructure to the Internet data lake use cases, incorporating At login, the application’s user of Things. The application is multiple smart city elements into a interface gives a graphical designed to digitally optimise Expo single application. visualisation of the Expo’s 2020 Dubai, enhancing the visitor Eventually it will be connected to infrastructure performance, and experience and reducing energy and the full Expo ecosystem, creating has been designed so that a non- water use during the six-month technical person can understand event. and use the application intuitively. Initially operating across Siemens is the Infrastructure two domains – environmental Digitalisation Partner of Expo monitoring and irrigation – the KEY TAKEAWAYS 2020 Dubai, and is implementing application will collect, monitor, • The application is designed one of the world’s largest correlate and analyse data from to digitally optimise Expo installations of its digital building the site, and visualise it to allow 2020 Dubai, enhancing visitor technologies at the site. The Expo real-time monitoring and control experience, reducing energy is expected to attract 25 million of infrastructure from static and and water use. visitors over six months, and the mobile devices. • Operating across two Siemens solutions will connect, Currently under development in domains, environmental monitor and control more than close collaboration with Expo 2020 monitoring and irrigation, 130 buildings using MindSphere, Dubai, the application is running the application will collect, supporting Expo 2020 Dubai’s in a test phase at the Expo Site monitor, correlate and analyse targets for energy efficiency, Project Office. It will be scaled up data from the site. visitor comfort, safety and as infrastructure is completed. security.

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Saudi Arabia up to pace with the Oracle launches technology fourth industrial revolution.” He added: “There is no doubt hub in Saudi Arabia to drive that spreading the culture of digital transformation will enhance the digital transformation growth and development of the Kingdom and will enable Saudis to harvest the opportunities and benefits that come with it in the near future. A digital Saudi Arabia can only be created through seamless collaboration amongst all stakeholders. We welcome Oracle’s initiative to establish an innovation hub in Riyadh to support our vision and enable the country’s tech entrepreneurs to enter the digital economy.” “Digital transformation is at the heart of strategic government programmes like the Vision 2030 and NTP 2020, as digital solutions are helping create an The hub is dedicated to driving implementation of Artificial Intelligence; Blockchain; Machine Learning; Internet of Things. automated infrastructure for the implementation of these initiatives”, said Abdul Rahman Al Thehaiban, Senior Vice President – n line with its commitment His Excellency Eng Haitham Technology, MEA and CEE, Oracle. to support the Ministry of Abdulrahman Al-Ohali, Vice “Organisations in Saudi Arabia ICommunications and Information Minister of Communications and now understand the importance technology’s strategic objectives to Information Technology said, of digital transformation and this drive the implementation of Saudi “Digital transformation is a vital is reflected in IDC’s ICT spend Vision 2030, Oracle announced part of the Kingdom’s Vision 2030. estimate of $35 billion in Saudi opening of its first innovation We live in an age where data is Arabia. Oracle’s innovation hub hub in Saudi Arabia. The new the new oil and given the rapid will help raise awareness levels hub is dedicated to driving the global economic changes that of key stakeholders, encourage implementation of latest digital are unfolding around us, we are an innovative approach and also technologies including Artificial constantly moving ahead to keep support the skills development of Intelligence; Blockchain; Machine next generation of Saudi leaders.” Learning; Internet of Things IoT “Oracle’s innovation hub in across the country’s public sector, Riyadh will serve as the ultimate corporate entities and academia. platform for experimentation Located at Oracle’s Riyadh and implementation of digital office, the new innovation hub technologies in Saudi Arabia”, said was inaugurated by His Excellency Fahad Al Turief, Country Leader, Vice Minister of Communications Oracle Saudi Arabia. “The launch and Information Technology Eng KEY TAKEAWAYS of this new hub, announcement of Haitham Abdulrahman Al-Ohali • The hub is dedicated to driving a new data centre in Saudi Arabia at an event that was attended by implementation of Artificial and a host of training programmes key dignitaries and executives. Intelligence; Blockchain; with leading Saudi universities and Oracle Cloud offers a complete Machine Learning; Internet of start up hubs are solid evidence suite of integrated applications for Things. of Oracle’s commitment to Sales, Service, Marketing, Human • The hub is located at Oracle’s continuously invest in enhancing Resources, Finance, Supply Chain Riyadh office. our local capabilities in Saudi and Manufacturing. Arabia.”

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MAF uses Schneider’s EcoStruxure to transform power consumption in Carrefour Egypt

chneider Electric has deployed consumption levels of each store. EcoStruxure Facility Advisor Schneider’s engineering team Ssolution, which helps monitor analyses data from the Facility energy use and asset availability, Advisor dashboards and detects across 19 Majid Al Futtaim, MAF abnormal activities to provide in- Carrefour stores in Egypt. In a depth reports, which are provided competitive retail environment, to Carrefour Egypt twice a year, Carrefour is constantly seeking ways and will serve as action plans to to improve quality, choice and prices, optimise energy use. while implementing sustainable EcoStruxure Power is an open, IoT business practices. The company enabled, interoperable architecture has deployed Schneider Electric’s using low and medium voltage Facility Advisor suite of services in 19 equipment. EcoStruxure Power hypermarkets and supermarkets and leverages advancements in IoT, is planning to roll it out additionally. mobility, sensing, cloud, analytics, Carrefour started collaborating and cybersecurity. This includes with Schneider Electric in 2016 Connected Products, Edge Control, to find solutions to reduce power JEAN LUC GRAZIATO, and Apps, Analytics and Services. consumption. Country Head for Carrefour Jean Luc Graziato, Country Head Egypt at Majid Al Futtaim Retail. for Carrefour Egypt at Majid Al Key goals included: Futtaim Retail said, “This project l Measuring energy consumption with Schneider, is aligned with across stores to identify both high Majid Al Futtaim’s wider strategy and low-performing stores to become net positive by reducing l Using energy dashboards and its energy consumption and performance reports to continually KEY TAKEAWAYS carbon emissions. Apart from the optimise power usage environmental benefits, the cost l Ensuring protection against • EcoStruxure Facility Advisor effectiveness of implementing downtime threats such as equipment provides insights on energy Facility Advisor also allows us to malfunctions or power outages consumption and on power redistribute savings to enhance l Maximising uptime for power, usage. various aspects of our business, lighting, ovens, refrigerators, and • Installed in 19 Carrefour making our offering even more other business-critical assets stores it has helped achieve compelling for customers.” Facility Advisor is a cloud–based 7% energy savings and “EcoStruxure Power solutions platform which provides insights on reduced carbon footprint enable our customers to leverage consumption and alerts on electrical • MAF is planning to deploy the digital intelligence in their facilities distribution quality. It helps solution across all stores to unlock the full potential of their eliminate power losses by detecting • Facility Advisor is a power distribution system. Our abnormal energy consumption of cloud–based platform engineers and Majid Al Futtaim’s the connected assets and allowing which provides insights on team co-partnered in innovation. actions to minimise unplanned consumption and alerts on We have been continually working breakdowns. It also assists in electrical distribution quality. together to enhance the technology, validating electrical costs on • By logging onto a dedicated strengthen the partnership, and invoices by providing details on web portal, Carrefour can uncover new ways to save energy,” facility loads. check the consumption levels commented Walid Sheta, Zone By logging onto a dedicated web of each store. President for Schneider North-East portal, Carrefour can check the Africa and Levant.

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As Standard Chartered continues Standard Chartered planning to invest in its digital capabilities, the global banking group is next level customer engagement experiencing an increase in digital adoption, with 49% of clients now with Avaya’s OneCloud actively using online or mobile banking compared to 45% in 2017. The Bank is committed to delivering an easy, convenient and secure digital banking experience across multiple channels, while still offering the human touch through its client contact centres. “Our partnership with Avaya will enable us to offer a truly seamless experience for our clients by consolidating all our interactions with them in one place,” said Stuart Beaumont, Global Head, Voice and Virtual, Standard Chartered. “This creates greater efficiencies in our structure, with agents being able to transition between all channels, (Left to right) Ayman Majzoub, Senior Director, Private Cloud and Managed Services, Avaya International; Stuart Beaumont; Nidal Abou-Ltaif, President, Avaya International; Mark Meehan, benefiting from the context of Client Executive, Avaya International; and Sami Ammous, Managing Director ASEAN, Avaya. previous conversations. Avaya’s platform also offers us the flexibility of engaging third party organisations vaya is partnering with so that we can continue to evolve Standard Chartered to deliver and offer best in class channels and Aa multi-year client experience a great experience for our clients.” transformation project that will Nidal Abou-Ltaif, President, enable the Bank to more fully align KEY TAKEAWAYS Avaya International, said: “Standard its services with clients’ fast-paced, Strategy Chartered is creating more digitally connected lives. The Avaya • Avaya OneCloud enables convenient ways of banking for its OneCloud Private solution enables organisations to use contact clients, ensuring security, privacy organisations such as Standard centre solutions delivered on and full-service across any channel. Chartered to hit the ground running their private cloud. Avaya is proud to be supporting this with unified communications and • Avaya offers standard venerable financial institution as it contact centre solutions delivered on reference architectures or continues to evolve and transform their own private cloud. customers can team up with to meet the needs of its clients. This Avaya offers standard reference global experts to design a partnership is a ringing endorsement architectures—or customers can custom solution. of the next-generation possibilities team up with Avaya global experts • Standard Chartered Avaya afforded by Avaya’s cloud offerings.” to design a custom solution. implementation is designed to “As it shows with its commitment The Standard Chartered Avaya build contact centre channels to its clients, Standard Chartered implementation is designed to that have not yet emerged. has shown a preference for strategic enable the Bank to effectively partner relationships, and that is service its clients, while building a Execution a value that we at Avaya share,” foundation that anticipates contact • Standard Chartered is continued Nidal. “Our technology centre channels that have not yet experiencing an increase in roadmaps are well aligned with emerged. Avaya OneCloud Private digital adoption, with 49% now Standard Chartered’s evolving provides the global platform that actively using online or mobile requirements, and we’re extremely Standard Chartered needs and banking compared to 45% in proud to be helping this 160-year- deploys it securely within the 2017. old institution continue delivering Bank’s environment. incredible client experiences.”

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a diverse range of cutting-edge Smart solutions from Microsoft, artificial intelligence features through multiple touchpoints Johnson Controls used in across various functions including HR, customer care, procurement, Bee’ah new office administration, and multiple building management systems. Microsoft has been able to reduce energy consumption by 20% on its campus in Redmond by using machine learning on edge devices and in the cloud. Designed by the renowned Zaha Hadid Architects, Bee’ah’s futuristic new headquarters will be fully- powered by renewable energy and optimised for the sustainable use of resources to have zero net energy consumption and achieve a LEED platinum certification — the highest recognition awarded to green buildings. Under the agreement, Johnson Using Digital Vault offering built on Microsoft Azure, Johnson Controls will outfit the new building with intelligent edge systems. Controls will deploy a technical infrastructure for the building capable of monitoring its entire environment virtually with ee’ah, the Middle East’s productive through a virtual Microsoft Azure Digital Twins and sustainability pioneer, artificial intelligence persona. IoT technologies. The solution will Bannounced that its new Evoteq, Bee’ah’s digital venture, enable Bee’ah to analyse volumes of Sharjah-based headquarters is set will serve as the technical project data to optimise building operations to become the first fully-integrated management partner for this and drive efficiency. artificial intelligence office building unique project, deploying integrated As Bee’ah’s exclusive cloud in the UAE and MENA region, solutions and enhanced digital provider, Microsoft will optimise the upon its opening in Q4 2019. capabilities for greater operational experience of the building for people The announcement was made in output. through technology and solutions Redmond, Washington, on the From digital workspaces to powered by Microsoft Azure. sidelines of an agreement between smart back-office integration, Intelligent concierge capabilities executives from Bee’ah, Microsoft, and from smart lobby-visitor will engage visitors and employees Johnson Controls and Evoteq. As part management to smart security, to help locate available meeting of the agreement, the new Bee’ah employees and visitors at Bee’ah’s spaces, book appointments, give headquarters will be equipped with new headquarters will experience directions, hail rides and support an array of artificial intelligence and day-to-day tasks. These artificial smart building solutions powered by intelligence-powered personal Microsoft. concierge services will be the Using its Digital Vault offering KEY TAKEAWAYS first in the Middle East designed and extended capabilities built Strategy specifically for building occupants. on Microsoft Azure, Johnson • Bee’ah new smart office Johnson Controls’ Digital Vault Controls will work with Microsoft building to go live in Q4 2019. offering takes advantage of the to outfit the new building with • Digital workspaces, smart capabilities of Azure Digital Twins, intelligent edge systems, devices back-office integration, smart Azure IoT and Azure Container and software designed to optimise lobby-visitor management, Registry to provide a complete energy efficiency, make the best smart security, at Bee’ah new virtual representation of data from use of available space and help office. connected devices and systems the building’s occupants be more throughout the building.

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services to end users—an option that Nexign leverages blockchain has not previously existed. “I believe that this is Nexign’s marketplace to enable competitive advantage. If regional operators are to make the transition transformation in telecos from CSPs to digital service providers, it is imperative that they align with a BSS vendor that addresses key themes such as cloud, partnerships, customer experience, digital channels, self-care and new monetisation streams for 5G, blockchain and IoT. At the same time, the BSS vendor needs to be agile, adopt best practices for product development and delivery and offer a transparent, partnership-based engagement model,” said Ahmad Sayed, Regional Director, Middle East and Africa, Nexign. By facilitating seamless and secure exchange of financial and identity information between mobile network operators, phone users and service (Left to right) Yuri Morozov, CEO and Founder of Bubbletone Blockchain for Telecom; and Loukas Tzitzis, Chief Products and Marketing Officer at Nexign. providers, the solution will enable roaming users to instantly purchase service packages, at local operator exign, a Business Support rates, using their existing SIM card. System and Internet of As a consequence, operators will NThings platform provider, benefit from BSS with embedded announced new capabilities to its KEY TAKEAWAYS blockchain, enabling them to increase product portfolio that will empower Strategy the efficiency of their business communications service providers • The blockchain-based BSS through rapid and seamless joining of to build digital partnerships and solution from Nexign and the Bubbletone platform. collaborate more efficiently. This Bubbletone has the potential According to Research and Markets, will enable CSPs to create new to revolutionise the way blockchain in the telecom market is business models, accelerate time-to- operators do business predicted to grow at a CAGR of 84.4% market for new advanced products • The solution will enable between 2018-2023, driven in large and services and reduce total cost roaming users to instantly part by increasing support for OSS of ownership by up to 25%, while purchase service packages BSS processes. improving the user experience. As a using their existing SIM card. The blockchain-based BSS solution result, end-users will benefit from • Operators will benefit from Nexign and Bubbletone has the personalisation, optimisation and from BSS with embedded potential to revolutionise the way expanded service offerings from blockchain, enabling them to operators do business and monetise CSPs. increase the efficiency of their services, for three key reasons: Facing disruptive changes business. l The platform creates a global in classic roaming and SIM • Once operators join the marketplace where operators can distribution model due to eSIM, platform, they will be able to publish and share product information Nexign has entered in to an expand their customer bases as well as buy and resell. exclusive partnership with through distribution of digital l With full support for e-SIM and IoT Bubbletone. The two companies aim value-added services. Apps tokens operators can now publish to create a global marketplace for • Blockchain in the telecom their own tokens and sequences. telecom operators, giving them the market is predicted to grow l The blockchain network acts ability to collaborate with each other at a CAGR of 84.4% between as a clearing house, checking all and consequently offer individually 2018-2023. transactions and mitigating any determined volumes and qualities of settlement risks. COVER FEATURE

HIGHLIGHTS 200 delegates Breakout sessions on automation Vendor presentations End user presentations Three award categories

INAUGURAL BTX SHOW RECOGNISES TRANSFORMATION CHAMPIONS AND ENABLERS GEC Media rolled out its inaugural BTX Show 2019 road show in Riyadh highlighting transformation use cases, solutions, and star players in Saudi Arabia.

he inaugural BTX Show MEA, The Titans, Cyber Sentinels, services, and encouraging all other 2019, brought to you by Dell has chosen to launch its inaugural enterprises to follow in similar Technologies, was held on BTX Show 2019 in Riyadh, which footsteps. 23 April at the Al Faisaliah is a testament and recognition of The sponsors of BTX Show 2019 THotel in Riyadh, Saudi Arabia. GEC the exemplary lead being taken include Dell Technologies as Title Media Group, publishers of Business by the Kingdom of Saudi Arabia in Sponsor; Sage and Al Jammaz Transformation, Enterprise Channels transforming its economy, its citizen Distribution as Platinum Sponsors;

38 biznesstransform.com COVER FEATURE

RSA and Arrow as Gold Partners; the limelight. business. BTX Show 2019 brings to Aruba Networks HPE and Global Business transformation around this forum three very exciting first- Technologies as Silver Partners; digital technologies can no longer be time awards, that recognise the role Toshiba as Supporting Partner; left to the heads of technology. Every of the CEO in driving transformation, Appian as Intelligent Automation business decision maker also needs the role of teams in rolling out Partner; and PayTabs as Online to work closely towards aligning transformation, and the role of Payment Solutions Partner; as well their processes with what technology technology partners in enabling that as Nutanix. can now offer. Job roles need to be transformation. GEC Media Group’s, Business redefined to take advantage of what These awards are: and Technology Transformation digital can offer. Team workers Road Show 2019, is an exercise to need to be redeployed where the BTX CEO AWARDS bring forward the winning duo best digital value can be generated. This award recognises breakthrough combination of CIOs and their CEOs Business heads need to look and CEOs who are preparing their and to bring them into the limelight. relook and continue to relook at what organisation for next generation This is an event that top business digital experiences their existing and business models and digital and technology heads and their top new customers are going through. technologies. They must have a management heads cannot afford to It is for this reason that GEC passion for building a healthy miss. For the first time in the region Media Group created BTX Show employee and work culture and the role of the CEO as an enabler of 2019 road show, to recognise these must be champions of adopting transformation will be brought into new fundamentals that are driving technologies and best practices to

biznesstransform.com 39 COVER FEATURE

enable their business. They are a Ceramics. vendor key notes presented. These select breed indeed and are able #3 Qasim Nadeem, Abana included: to work effectively in generating Enterprises. # Breakout session: Digital opportunities from business #4 Faisal Alfohaid, AlKhorayef transformation in business transformation and can tackle the Group. management applications by challenges of transformation. #5 Mushtaq Khan, Obeikan Mansoor Sarwar, Director Technical Winners of BTX CEO Awards Investment Group. Services and Pre-sales, SAGE. #1 Loai Mousa, CEO Saudi # Breakout session: Intelligent Governance Center. #6 Meshal M AlFouwis, Saudi Automation by Mohammad Electricity. Abusinnah, Account Executive #2 Ahmed el Banna, CEO Saudi Middle East, Appian. German Hospitals Group. #7 Sulaiman AlKharashi, Tatweer # Transformation landscape of Saudi Buildings Company. Arabia and Vision 2030, by Mohamed #3 Paul Melotto, CEO AlRaedah Mahnashi, ICT Adviser, Ministry of Finance. #8 Jaffer Sadiq, Movenpick. Foreign Affairs. # The digital transformation #4 Fadi Kreiker, CEO Prime Lands #9 Mohammad Hamza Sheikh, roadmap by Fuad Mehdawi from Dell Investment Group. National Factory for Can Ends. Technologies. # Security and networking #5 Fahad Hassan algahmdi, CEO #10 Dr Mustafa Hassan Qurban, King transformation by Abdullah Power Network Company. Fahd Military Medical Complex. ALSaadoun, Regional Manager, Saudi Arabia and Bahrain, RSA. #6 Abdulaziz Al Jouf, CEO PayTabs. #11 Rajeh Albogamy, King Saud bin # Business applications and the new Abdulaziz University for Health digital user experience by Mansoor #7 HE Fahad Hussain Al Sudairi, CEO Sciences. Sarwar, Director Technical Services Saudi Electricity Company. and Pre-sales, SAGE. #12 Abdullah hamidah, Elite # Digital and business #8 Wail Bamhair, CEO Taqnia Hospital. transformation journey of Gulf Energy. Stevedoring, by Hossam El Masry, #13 Hamdi Aljadani, JGPC GIC. Head of Information Technology, #9 Ahmad AR BinDawood, CEO Gulf Stevedoring. Danube and BinDawood. BTX SOLUTION PROVIDER AWARDS # Smart applications and edge of This award recognises efforts networking, by Makki Al-Kurdi, BTX TEAM EXCELLENCE AWARDS by in-country channel partners, Networking Account Manager, Aruba This award recognises the various specialist integrators, consultants HPE. multi-department executives and vendors to act as enablers and The inaugural BTX Show 2019 involved in a digital or business trusted advisors for digital and came to an end with Ronak transformation exercise. Typically, business transformation projects in Samantaray, CEO GEC Media Group, this covers executives in sales, their respective countries. Specialist expressing his vote of thanks to marketing, human resources, front partners and vendors located in- all the government dignitaries, office, operations, administration, country are best suited to deliver top executives, participants and manufacturing, logistics, supply such solutions. Such solutions can be sponsors for helping to make the chain, information technology, straight from the vendor box, others event a success. information security, amongst may be custom built and value added others. These executives are by specialised partners. recognised for their ability to work across the organisation, across Winners of BTX Solution Provider departments, with a forward- Awards looking agile outlook. #1 Al Jammaz Distribution #2 Dell Technologies Winners of BTX Team Excellence #3 Aruba HPE Awards #4 R&M #1 Roc Arquiza Escosio, Al Faisaliah #5 RSA Hotel. #6 Sage #2 Yazeed AlMarshoud, Saudi There were various end users and

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GALLERY OF BTX SHOW 2019 PRESENTATIONS

Breakout session: Digital transformation in business management applications by Mansoor Sarwar, Director Technical Services and Pre-sales, SAGE.

Breakout session: Intelligent Automation by Mohammad Abusinnah, Account Executive Middle East, Appian.

End user keynote: Transformation landscape of Saudi Arabia and Vision Vendor solutions: The digital transformation roadmap by Fuad Mehdawi from Dell 2030, by Mohamed Mahnashi, ICT Adviser, Ministry of Foreign Affairs. Technologies.

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Vendor solutions: Security and networking transformation by Abdullah Vendor solutions Smart applications and edge of networking, by Makki Al-Kurdi, ALSaadoun, Regional Manager, Saudi Arabia and Bahrain, RSA. Networking Account Manager, Aruba HPE.

End user keynote: Digital and business transformation journey of Gulf Vendor solutions: Business applications and the new digital user experience by Stevedoring, by Hossam El Masry, Head of Information Technology, Gulf Mansoor Sarwar, Director Technical Services and Pre-sales, SAGE. Stevedoring.

Close to 200, government dignitaries, top executives, industry professionals, end users, attended the inaugural BTX Show 2019 in Riyadh, Saudi Arabia.

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GALLERY OF BTX SHOW 2019 AWARDS

Winnners of the BTX Show 2019 CEO Awards, Team Excellence Awards, Solution Provider Awards.

Ahmed el Banna, CEO Saudi German Hospitals Group, Winner of BTX CEO Paul Melotto, CEO AlRaedah Finance, Winner of BTX CEO Awards. Awards.

Wail Bamhair, CEO Taqnia Energy, Winner of BTX CEO Awards. Saudi Ceramics, Winner of BTX Team Excellence Awards.

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Tatweer Buildings Company, Winner of BTX Team Excellence Awards. Movenpick, Winner of BTX Team Excellence Awards.

National Factory for Can Ends, Winner of BTX Team Excellence Awards. King Saud bin Abdulaziz University for Health Sciences, Winner of BTX Team Excellence Awards.

Elite Hospital, Winner of BTX Team Excellence Awards. JGPC GIC, Winner of BTX Team Excellence Awards.

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Al Jammaz Distribution, Winner of BTX Solution Provider Awards. Dell Technologies, Winner of BTX Solution Provider Awards.

RSA, Winner of BTX Solution Provider Awards. Aruba HPE, Winner of BTX Solution Provider Awards.

biznesstransform.com 45 COVER FEATURE

R&M, Winner of BTX Solution Provider Awards.

Sage, Winner of BTX Solution Provider Awards.

46 biznesstransform.com biznesstransform.com 47 STRATEGY

BRITANNIA TRANSFORMING EXPORTS WITH SMART FACTORIES $1.5B Britannia is investing in regionally distributed smart factories to drive its global exports out of India, according to MD Varun Berry.

a local footprint. If we had a as recycling water, less waste, manufacturing footprint in more burning less fuel, and using the places it would help us to expand. right fuel. If we had a set-up in Nigeria for This is making the company example, we could reach African more cost-effective in markets. From Egypt we could manufacturing. “Today’s reach parts of Africa as well as consumer is looking for these Arabia.” initiatives,” points out Berry. Globally, Britannia does not Britannia is also investing in intend to follow a hub and manufacturing technology. In VARUN BERRY, Managing Director, spoke model for its supply chain terms of Industry 4.0, smart Britannia Industries. distribution. It will follow a factories are the way of the regionally distributed, production future. They will deploy digital and delivery network. “Having a and smart technologies and will distributed footprint enables and ensure efficiency in distribution, accelerates our vision of a total movement, delivery, production, foods company,” emphasizes resource utilization. Berry. To grow exports, Berry intends For its regional expansion into to follow a three-pronged ritannia Industries has a other countries, Britannia requires strategy. The first prong is to good connection with Indians a local partner to assist with the invest in a 100% export-only Boutside India, but its brands network and market knowledge. factory, getting access to duty free are not so well known to other “Our distribution network commodities and export driven populations. Inside India, the involves 5.2 million outlets. This incentives. The second prong, is business of Britannia is growing number of outlets is higher than to enter one new geography every at 12-13%, with the key driver for the population of some of the year for the next five to six years, its growth, being the growth of the countries in the region. Having setting up a production plant in Indian population. said that, our export business that geography. Currently, the The Britannia brand is has also grown from 5 to 8% and second largest factory after the well known inside the Indian we are interested in growing it Indian sub-continent is being subcontinent but outside there is further,” says Berry. commissioned in Nepal. still work to be done to build the Britannia invests more in the The third prong is to identify brand. Britannia is not yet a global technology around manufacturing technology platforms that work brand like Coke. than in the supply chain. The for Britannia. For example, “Outside of India, Britannia manufacturing form factor is e-commerce is very successful does not have a local footprint,” high volume, low value, and inside China, but less so in other explains Varun Berry, Managing light weight. Britannia invests countries. The final objective Director, Britannia Industries. “It in growing its green footprint to become a global total foods is important for us to establish with sustainable practices such company.

48 biznesstransform.com TRANSFORMATION CHAMPIONS

UNIFIED NETWORKING KEY FOR BUILDING TRANSFORMATION Migrating to a unified networking platform is essential to build transformative building integration solutions explains Valerie Maguire, at Siemon.

to drive strategic reasoning and building systems while delivering response at both the human the performance and bandwidth and machine level, enabling to support emerging and future businesses to achieve real digital IoT and AI technologies that will transformation. ultimately enable true digital Too many network transformation. infrastructures are underutilised, A key part of this mindset and the industry as a whole involves the unanimous belief that need to realise the potential of investing in the right underlying converging and powering multiple network infrastructure is an VALERIE MAGUIRE, Director of Standards and low-voltage devices and systems absolute. Technology, Siemon. on a single unified structured Twisted-pair copper cabling cabling system that supports systems create the foundation common communication protocols for connecting and enabling and enables sharing information communication to and from all from one system to another. types of low-voltage devices and Those that continue to sensors. Most of these devices are deploy disparate platforms are now powered using DC power also preventing themselves from transmitted over copper cabling transforming both their buildings via power over Ethernet PoE and their business. Only those technology, eliminating the need that embrace data-driven for expensive, laborious AC power igital transformation is reasoning and response across a connections. At the same time, fueled by the evolution of range of machines, applications bandwidth needs continue to Dthe Internet of Things and and systems are truly prepared for grow, and applications like audio- artificial intelligence that creates a a successful digital and business visual over IP and the latest Wi-Fi platform for any and every business transformation. 6 require 10 Gigabit per second to leverage data in a way that allows A dream transformation project speeds. them to make faster, strategic is one that starts early in the As the sheer amount of decisions while increasing efficiency, planning stages and where all information being generated reducing errors and improving the stakeholders—from the business continues to grow, an underlying overall customer and employee and building owner, and the fibre infrastructure that is both experience. system integrators and vendors, dynamic and scalable is required With more devices and sensors to those designing and deploying to transmit, store and process all than ever connected to IP-based the systems—are of the same of this Big Data. The increasing networks and communicating mindset. The mindset is that number of fibre links within via common protocols, systems the building must be designed data centres are under immense and applications of all types can in a way that supports the pressure to handle extreme data share and analyse information convergence and integration of volumes.

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50 biznesstransform.com MARKET OUTLOOK TRANSFORMING TAX ADMINISTRATION USING TECHNOLOGY Data driven decision making, analytics, automation, and integration, can help build new tax administration systems in the GCC green field environment, according to a report by Oliver Wyman.

overnments of the six Gulf systems are an opportunity for GCC Cooperation Council, GCC states have countries to leapfrog more-established long relied on oil to balance their agencies in other parts of the world, where budgets. But this model will have legacy systems are often a barrier to the Gto come to an end at some point, following adoption of new techniques. recent years’ price falls and the global shift The region urgently needs new tax towards alternative energy and electric agencies to manage the complex interplay cars. Government debt is on the rise and of taxpayers, other government agencies, budget deficits remain elevated. As much as and the public. If implemented correctly, it $2 trillion may be required to balance the is estimated that GCC governments could budgets of the six GCC countries by 2030. To achieve 80% of their targeted non-oil maintain fiscal stability and continue to fuel revenues with just four taxes. These tax major national transformations, the countries agencies should see this transformation as will have to raise funds through taxation. an opportunity to leapfrog the world’s more Implementing this change is a mature tax systems by building world-class, complex task, one which took decades in integrated systems without the legacy of developed economies. The experiences of complexities, inefficiencies, and existing several developed economies show that technology. implementing revenue-generating reforms The GCC countries – Bahrain, Kuwait, and achieving a robust fiscal balance take Oman, Qatar, Saudi Arabia, United Arab a decade to design, build, and gain social Emirates, are at an economic crossroads. To acceptance. They need to be introduced transform, tax agencies in GCC countries gradually so as not to overwhelm the private must derive lessons from the struggles of sector. To be successful they should act those mature tax systems. They should as enablers for the economy rather than focus on fewer but larger taxes rather than shackles, while also efficiently redistributing become bogged down in the administration wealth to different parts of society. of small taxes and fees. And they should In Saudi Arabia, for example, just 16% of keep regulations simple so that compliance government revenue is derived from taxes, is economical for the taxpayer and with much of the rest coming from oil. In enforcement for the tax agency. contrast, OECD countries get an average of 90% of their revenues from taxation. To DIGITISING THE TAX PAYMENT EXPERIENCE raise greater tax revenues, GCC countries will need to set up new collection systems Tax agencies are exploring new, disruptive that gather payments from individuals and technologies to integrate taxpayer businesses throughout the economy. transactions and tax reporting. These can A range of new technologies make now a take the form of electronic exchange of particularly good time to design an effective standardised tax data and automated cash tax system. Transaction taxes, such as VAT, registering, or more advanced solutions such can be facilitated by digital invoices and as digitised taxpayer platforms and systems automatic payment systems. Technological based on blockchain technology. GCC tax innovations will have to be backed up administrations should be early adopters by legal and regulatory infrastructures. of these cutting-edge technologies, by Approached in the right way, new taxation simplifying and standardising the technical

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DIGITISING THE TAX GAP liabilities, such as audits and The tax reporting process is usually inspections. disconnected from the activities on which levies are imposed, increasing DIGITISING COLLECTION OF TAX DATA both taxpayers’ administrative burden and compliance risks. The To collect data in a standardised and problem arises because of the streamlined manner, established countless ways in which transactions tax agencies have developed data are documented, reported and formatting schemes and digital The GCC states are at an economic crossroads with significant efforts in place transmitted to the tax agency. Each enablers that facilitate integration to diversify revenue streams. There is huge decision made by the taxpayer with the private sector. The use of potential for tax-related initiatives and a once adds a burden for those willing to standardised data formats allows in a generation opportunity to transform public administration: said Ibrahim Ghoul, be compliant and creates evasion the collection of uniform data points Partner Oliver Wyman. opportunities for those who are not. from a wide range of different At each step of the taxpayer taxpayers. It can also ease taxpayers’ journey there are varying levels burden of filing and compliance by of compliance and tax leakage. enabling the pre-population of fields In particular, improper taxpayer in tax return filing forms. Uniform reporting constitutes a major formats and collection of data also interfaces connecting taxpayers and part of the tax gap, the difference make it easier for tax agencies to the agency. These measures will lead between the total amount of tax match, corollate, and analyse data to smooth operations and cement owed to government and the points that generate insights into constructive, long-term partnerships amount they actually receive. taxpayers and their compliance with the private sector. For example, in the UK incorrect habits. Using combinations of tax data reporting accounts for around 80% Some tax agencies also employ and third-party data, tax agencies of the overall tax gap. data source enablers for the are developing advanced analytical To address this challenge, secure transmission of data models to shine a light on the leading tax agencies in Europe, from taxpayers. These systems shadow economy. They will become the Americas, and elsewhere are facilitate integration between the more able to detect identity theft, using disruptive technologies tax agency and the private sector, identify colluding parties in fraud, to enhance integration and data enabling seamless sharing of and maximise value extracted from collection. These allow tax agencies data between them. Data source every taxpayer touchpoint. New to improve their matching of enablers may include electronic tax agencies can circumvent legacy declarations to liabilities, which in cash registers, electronic invoices, operating models and use their turn enhances overall compliance and digital invoice customs fresh start to build a centralised levels. Systematic data collection exchange. Electronic cash registers operating model based on data- also offers critical benefits, such as store customer transactions driven decision making. a reduction in compliance cost for automatically, ensuring they are Improvements can be made the taxpayer, a decrease in evasion accurate and can be processed and in user experience, compliance, risk, and the identification of transmitted quickly. and administration by creating a hidden taxpayers. In Austria, Mexico, and Brazil, unified public sector beyond the The data can also provide details standardised electronic invoices tax agency. Because it operates in on taxpayers’ financial positions, have incentivised businesses silos, public administration has which can inform collection to digitise their operations, often earned a reputation for being strategies – such as the choice facilitating their interaction inefficient, counter-intuitive and between installment arrangements, with tax agencies and making generally frustrating. The challenge settlement, and desk or field their business activities more is to provide taxpayers with an collections. Detailed data points transparent. As a result, compliance efficient, integrated journey so that and risk analytics enable tax has increased significantly, and taxes do not become an additional agencies to make better-informed fraud declined. administrative burden on their decisions: They can whitelist or A digital invoice customs business, and thus negatively blacklist certain taxpayers, for exchange, DICE can track cross- impact the ease of doing business example, or optimise the audit rate border transactions, identifying and of that country. Tax agencies can for taxpayer declarations. Data and solving missing trader fraud, for take the lead across the public analytics can also help to choose example, and reduce international sector through digitisation and the right action for potentially tax evasion. A technology- advanced uses of data. non-compliant taxpayers and to intensive tax compliance system, streamline reviews of taxpayer DICE utilises invoice encryption

52 biznesstransform.com Composition of government revenue for selected countries. Interdependency in tax administration.

Origin of the tax gap in the tax-payer journey. Global usage of advanced analytics by tax agencies in various countries.

to safeguard data exchanged and the private sector, taxpayer towards a greater degree of between sellers and buyers for maturity, and the overall system of collaboration and integration. both domestic and import-export government and tax. So, tax agencies Lessons from established tax transactions. It simultaneously will need to work closely with other agencies highlight that decisions passes the transaction details governmental entities, including today can affect operations to the agencies concerned. New legislative agencies, as well as with for decades. For instance, decentralised technologies, such as the taxpayers themselves. nearly all surveyed agencies blockchain, promise to simplify the To adopt an automated, call embedding analytics into mechanics of data-source enablers analytics-driven approach, GCC everyday operations a significant and revolutionise tax automation in tax agencies must first define their challenge, often due to changes the long term. target operating model across in longstanding work practices. several dimensions, including They also face significant IT CHALLENGES OF DIGITISING TAXATION applicability, purpose, data, and and data management issues technical infrastructure. over the types of data to collect. Automating tax functions is a long- Historically, governmental However, GCC tax agencies can term project that requires several institutions, and in particular tax circumvent these problems years of phased implementation. agencies, have operated in silos if they take advantage of the Successful execution will depend with disconnected interfaces and greenfield environment, they on the broader pillars defining the minimal data sharing. However, are working in. country’s legal and commercial new integration technologies and systems, including the legal and data-sharing practices, along with regulatory environment, the use rising expectations from the public, Source: Adapted and excerpted from, Taxation of technology in government are pushing these institutions for the Future of the GCC, by Oliver Wyman.

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TRANSFORMATION CHALLENGES IN REGIONAL RETAIL SECTOR Regional retailers are being challenged by transformational enablers including e-commerce, digital talent, analytics, and have to use survival tactics.

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l How to develop agility to respond region’s retailers are battling global quickly to market changes and new e-commerce sites, social sellers and customer demands influencers, as well as rival stores, l How to attract and retain talent to win sales and brand loyalty. As l How to keep up with the pace of a result, there is no five-year plan, advances in digital technology companies must be continually ready Retail CEOs have experienced to respond to change. a softer market in recent times Better last-mile logistics to and most said they were targeting meet customer demand for fast, low single-digit growth this flexible deliveries to and returns year, at best. While this would be from a convenient location at a considered acceptable in mature reasonable price is also a crucial markets, it is a far cry from the part of broadening e-commerce region’s double-digit growth of in the region. PwC’s 2018 Global years gone by. Some believe the Consumer Insights Survey sector is in decline: macro issues highlights approaches taken in such as oil prices and geopolitical more mature online shopping instability have created markets, such as delivery by unpredictability, which has had a drone to remote parts of the UK direct impact on retailers. or package collection from lockers According to PwC’s recently in Germany. Amazon has even launched 22nd CEO Survey, Middle trialled enabling delivery people East Findings, 28% of Middle East to access customers’ homes when CEOs across all sectors believe they are out, using a smart lock the global economy will improve and camera to leave the package over the next year, a decline securely inside. from 52% in the prior year. This cautious outlook is reflected in ONLINE LANDSCAPE the fact that more than two- thirds, 68% of regional CEOs put In the Middle East, online retail operational efficiencies at the top still accounts for a smaller share of of their list of planned activities the market, at an estimated 2-3% to drive profitability in the next 12 compared with 10-15% in developed months. Retail CEOs are focused western economies, yet that share is on streamlining costs, however growing quickly. PwC’s 2018 Middle they also identified expanding East Total Retail consumer survey areas giving them plenty to be for example, found that 53% of optimistic about. respondents now shop with Amazon, One online retail CEO said 2018- up 4% since 2016. Using the site 19 would mark the coming of age also influences customers broader for online retail in the Middle shopping habits: 45% start their hange is the one constant East and expects e-commerce to product search on Amazon, and 41% for retail CEOs in the Middle account for close to 40% of the use it to check prices. East. Like retail leaders across market in the future. This view is Demographics in the region the world, they must keep further supported by Amazon’s also support the growth of online: Cpace with new technology that is recent announcement to create a 60% of the population in the changing the way people consume Middle East marketplace. Middle East and North Africa is products and services. But in the aged under 30 and this young region, the changes go far beyond TOP PRIORITIES population is eagerly adopting the disruption of online retailing: new technology. In the Gulf consumers are more price sensitive, The three top priorities for retail Cooperation Council, smartphone they are less brand loyal, and CEOs in the survey are digital 88%, penetration was at 77% in 2018, economies are reforming. followed by cost optimisation and according to the mobile-phone Despite the breadth of their restructuring 50%, then talent industry body GSMA. experience and the products they and training 50%. As a retail Online retail growth is sell, retail CEOs identified similar CEO highlighted, competition is also being boosted by global concerns. coming from everywhere, the e-commerce giants competing

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for shoppers’ attention and return on experience, ROX as well spending. Amazon bought Souq. as the longstanding measure of com in 2017 to become the return on investment ROI. The biggest e-commerce platform in experience customers have in the region at that time, and its a store or using the company’s recent announcement to launch website, and the feedback they a new marketplace here will no share online, now affects the doubt ramp up the level of online buying decisions of all its other competition. Noon.com, a local potential customers too. Some The CEOs we interviewed this year online retail start-up backed by 32% of survey respondents said all identified very similar concerns, Saudi Arabia’s sovereign wealth they bought a product because of with one common denominator: the need to adapt to change. How fund, has partnered with eBay positive reviews on social media. to develop agility to respond quickly, this year and offers a platform for Notable growth areas in the how to attract and retain talent, local and international franchise Middle East, according to the how to keep up with pace of digital technology: Norma Taki, Consumer brands to sell online without retail CEOs surveyed, include Markets Leader, PwC Middle East. them having to invest in their expansion in the beauty sector, own e-commerce presence in the driven by the era of the social- region. media influencer, ath-leisure Creating a multi-channel wearing workout clothes outside experience that includes online the gym and healthy eating, is a priority for all the retail spurred by millennial interest in CEOs. They are committed to wellness. continuous investment in their Another trend having an impact digital channels; this investment is Black Friday discounting. The should not only provide another November sales event, which way to reach consumers, it should began in the US, is becoming more build on the experiences retailers and more popular with Middle provide to their customers. Hybrid East consumers. Mumzworld said retail has created an empowered it had its best week of the year consumer: they know what they in the Black Friday period, with want, where they can get it and revenue growth five times higher KEY TAKEAWAYS how much they can get it for. As than the year before. Yet the Strategy a result, loyalty is diminishing, event is creating unpredictability • 2018-19 will mark coming of making it more difficult and for some retailers as consumers age for online retail in Middle somewhat expensive to retain tend to hold off spending until East and e-commerce will customers. Value is also becoming they see what mega discounts or account for 40% of the market an important trend in the region. promotions are on offer, resulting in the future. in knock on effect to December • Top priorities for retail REGIONAL RESPONSES sales. CEOs are digital 88%, cost Building a sustainable business optimisation and restructuring One answer is to create a more for the future also means 50%, talent and training 50%. vibrant experience within physical prudence, according to most of • In the Middle East online retail stores. Chalhoub Group, for example, the retail CEOs interviewed. There accounts for an estimated is working to reduce pain points, is a need to focus on cash flows 2-3% compared with 10- such as arriving at a store and and optimise costs – one retailer 15% in developed western finding products out of stock, by has opened a shared service economies. focusing on the hybrid journey – centre in Jordan to manage its • PwC’s 2018 consumer survey making it simple for people to order back-office and staff costs. With found 53% of respondents or reserve a product online and few stores showing like-for-like now shop with Amazon, up 4% collect it in-store. The company’s growth in revenue, some retailers since 2016. Greenhouse accelerator programme are looking into new markets and • 45% start their product search is an opportunity to support new investment opportunities on Amazon, and 41% use it to entrepreneurship and answer the outside the region to help them check prices. retail challenges by bringing tech continue to expand their portfolio. • There is no five-year plan solutions to the brands. Economic and social reforms in and companies must be The 2019 Global Consumer the Middle East are moving at an continually ready to respond to Insights Survey, highlights the unprecedented pace, as the Global change. need for companies to focus on CEO Survey notes. Retailers have

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The three top priorities for retail CEOs in the survey are digital 88%, followed by cost optimisation and restructuring 50%, then talent and training 50%. also weathered the impact of an macro-economic environment seeking greater value are opting oil price slump and now partial in the region, retailers are also to use delivery platforms such as recovery, and geopolitical threats scrutinising every opportunity Aramex’s shop and ship to purchase in parts of the region. These closely and trying to keep the the same item outside of the Middle macro factors contribute to the organisation as lean as possible. East more cheaply. Mobile access following issues highlighted by We are choosing our battles to online information such as new the retail CEOs in the survey. well and we are not scared to product offerings, product reviews close down a store, which is not and price comparison sites continue ROLE OF TECHNOLOGY profitable enough. to influence customers’ buying Delivery and logistics decisions and retailers need to be on Challenges around the lack of continue to be a challenge for their toes, monitoring these trends digital talent in the market, include some retailers. While service is to stay relevant. Replica items or recruitment of people with data improving, change is happening designs are being sold online for a analytics and artificial intelligence slowly. Same-day delivery is no fraction of the price, are creating skills. This is part of a broader longer something that can be price wars and undermining quality. issue in the region with more ignored as some retailers are The response to PWC’s retail than a quarter of Middle Eastern delivering orders purchased online CEO survey makes clear that CEOs across all sectors believe within 2-4 hours. Some retailers Middle Eastern retailers want to hiring outside of their industry is are investing in local logistics build sustainable businesses for a potential solution to address the firms to improve their customer the future; this means retailers skills gap. journey and create a competitive embracing the hybrid retail model Traditional bricks-and-mortar advantage. Retailers urgently need by providing a fully integrated retailers and mall operators have to pursue technological solutions and seamless experience through hired data scientists skilled in to allow consumers quick and all touchpoints of the consumer gathering and analysing the vast easy return options for unwanted journey. amount of data generated by sales goods bought online. online and offline in order to offer Managing stock and the volume Adapted and excerpted from PwC’s the most personalised experience of products to buy is a challenge Navigating the New Retail Reality, views of and best value to customers. when an excess of supply is Middle Eastern retail CEOs, in collaboration Following several years of a tough available online. Customers with The Retail Leaders Circle MENA.

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GETTING HYPE OUT OF REGIONAL TRANSFORMATION TRENDS RBBi’s Amol Kadam takes a deep dive into some of the over-hyped regional transformation buzzwords and offers an objective perspective.

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blockchain framework, which in my opinion is against the fundamental idea of the blockchain. The only logical way to get mass blockchain adoption is to create a plug-and- play version that all of us can use and understand. Organisations need to be open for collaborations and cross-integration for a true blockchain implementation AMOL KADAM, that is useful for users. However, Co-Founder RBBi. to this point, it seems more of a marketing ploy than a matured technology decision.

he discussion of digital CHATBOTS AND VIRTUAL ASSISTANTS transformation or technology T transformation started more In our personal lives, we have than a decade ago. We are now in the become comfortable with the idea of second generation of transformation, conversational interaction which is and the most encouraging part now moving to a variety of systems of it is to see that technology is ranging from mobile devices to taking a back-seat. Today’s digital thermostats to automobiles. It is transformation is not only about supposed to be a very natural way the technological transition, but to interact with systems, both with it is also about an organisational voice and chat. transformation empowered by Today it is still work in progress. technology, business, and people. The good news is that many Customers, culture and employees developments are happening in this and business continuity are all at field. Natural language processing, the heart of digital transformation conversational UI and sentiment successes. It is about creating a analytics. One study shows that holistic experience for the end natural language processing will user. In simple words, the future of shake up the entire service industry transformation is about experience. in ways we have never imagined. Let us look at some of the most Think about the services that discussed concepts going around can be rendered without humans since the last couple of years. — such as fast food lines, loan BLOCKCHAIN processors, job recruiters! Some predict that 40% of large businesses A misunderstood and often overused would have or would be adopting as a term. Forget everything magical natural language processing in their everyone ever said about blockchain. operations by the end of 2019. As most of us on this side of the table and most of the organisations DATA, ANALYTICS, MACHINE LEARNING continue to be in awe of this concept, we have come to realise Data and insights have been at that blockchain is kind of a mess. It the core of any transformation as is too niche, closed and complicated a whole. And it is not a new trend for lay people to use for some real, at all. Data has always been a key every day and experience-enhancing to companies being able to make applications right now. decisions about products, services, Everyone is trying to use it their employees, strategy and more. The own way. In the process, it looks like form of this data and the formats everyone wants to create their own have changed over the last few years.

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in organisations is not structured behavioral pattern it will start to appropriately for analysis. They have become invisible, and that is the KEY TAKEAWAYS data they do not need, and need data tipping point for every technology • Digital transformation they do not have. towards success and growth. is about organisational As technology innovations transformation empowered continue to evolve, it is impossible TAKING THE PAIN FROM DISCOVERY by technology, business, and to ignore that data is key to making people. lucrative business decisions. There Search is reaching a tipping point • Customers, culture, is much to be done about promoting and becoming invisible to human employees, business data to be built into meaningful behavioral patterns. From a small continuity are at the heart business analytics and realising box in the corner of the web-page of digital transformation the full potential of the data being to visual and voice, search, and success. collected. assistance search is going main- • Digital transformation is stream. Will we expect it to become a about creating a holistic VIRTUAL AND AUGMENTED REALITY standard item in digital strategy. One experience for the end user. study says, visual and voice search • The future of transformation Will virtual reality stay on or will it would amount to 50% of all the is about experience. stagnate in 2019? I am starting to searches done by 2020. • We have come to realise that feel bad for virtual reality because What does this mean for digital blockchain is kind of a mess. it appears so cool, but it has just transformation that is B2C focused • Blockchain is too niche, not been feasible beyond gaming and the e-commerce industry? closed, complicated for lay and highly specialised applications As I stated at the beginning of this people to use for every day in today’s marketplace. Most of article, transformation is becoming applications. the applications you see around for more about the experience. With • Only logical way to get virtual reality are forced rather than the overdose of data, technology, blockchain adoption is to being natural and seamless. Even the platforms and digital; what we have create plug-and-play version demand is not growing at a pace it forgotten, was the human. The that all of us can use. was supposed to. human being, who was and should • Organisations need to be Mixed reality on the other hand always be at the centre of it. This open for collaboration and which combines augmented reality year, more organisations will jump cross-integration for a true and virtual reality—continues to on this and you will see many service blockchain implementation. be the name of the game in 2019 providers and agencies also doing digital transformation trends. It has the same. found tons of use cases in enterprise Purpose, relevance, experience, workforce training, and it is not just empathy, ethical and responsible cool, it is useful. And that is what are some of the terms starting to technology is supposed to do. There grow back in our minds through the are even rumors that we will hear clutter of digital. something about a new augmented We have started to understand that reality or mixed reality product and technology and everything around So, we will not see a slowdown developer kit from Apple soon. it cannot be the differentiator it is anytime soon. We have created 90% Lack of compatibility, dependence just a facilitator. Which technology of the world’s data in the past year, on hardware, cost and customer or platform you choose is becoming but we are only using 1% of the data apathy are some of the factors that less relevant but what you do with effectively. this concept is fighting with. So, it, how you become relevant to your Old ways of looking at data are not we will see it maturing into a new users, how do you keep the human going to help us anymore. More and generation of virtual reality, which is element and experience in-tact and more of our digital transformation more standard across platforms and how do you enhance the experience, engagements with clients are surely at a lower cost which could is becoming the leading metric. Gone starting with major data engineering then change the future success of are the days of transformation being exercises. It is about breaking the virtual reality and augmented reality. inside out. Now it is about how do so-called big data into small but As and when it is integrated you make a true transformation actionable insights. A lot of data seamlessly with the user’s natural which is outside-in.

60 biznesstransform.com biznesstransform.com 61 LOOKING GLASS

THE PRACTICE OF NOW The Practice of Now 2019 survey includes findings of independent research commissioned by Sage and conducted by Viga.

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THE PRACTICE OF NOW The Practice of Now 2019 survey includes findings of independent research commissioned by Sage and conducted by Viga.

Smart accountants are turning to technology to drive improvements to their businesses, and to create the space to become time- efficient business advisors for their clients. Accoun- tants were originally concerned that technology was going to take away from their core service offerings, but what it has actually done is free them up to do more higher value services for clients. They are now doing what their customers always wanted them to do. The Practice of Now 2019 survey includes findings from 3,000 accountants across US, UK, Canada, Spain, France, Australia in January 2019.

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