View from India: Digital underbelly to connect office operations

In my concluding post from the NASSCOM BPM Strategy Summit 2016, I share with you some interesting tech trivia that points towards futuristic trends in the office space, artificial intelligence and the mobile world. All these forthcoming trends will open out new avenues and trigger fresh ideas, as well as enriching the tech landscape of the country.

Offices of the future will be digitally enabled. The office space of the future will have a digital underbelly that seamlessly connects and communicates with all sections of the office. Intra-office operations will happen through predictive and operational analytics and cognitive processes. Apart from that, the convergence of the digital and intelligent automation tools will also facilitate communication.

“We need a digitally driven front office, with services coming from the mobile and interactive relationships that will happen through social media. Both platforms will offer real time actionable data which will help bridge the barriers between front office and mid-office personnel. All operations will be documented and archived digitally,” said Phil Fersht, CEO and chief analyst, HfS Research, a services research company. Clearly collaborative effort is required for such processes to become a success.

Plug'n'play devices and the service economy will also play a part. Plug'n'play devices are must-haves for any office because they help drive down operation costs and offer flexibility of services. Such devices also accelerate speed to market new products. The service economy, meanwhile, will see offices working towards creating a specific service to address a particular domain in any vertical. This can become a reality by applying thought and design to derive solutions that will offer real time data-driven information. This information will help verticals chalk out their growth strategy.

These unprecedented levels of automation give the impression that there will be no jobs left for anyone. On the contrary to that, it’s not about jobs going away, it’s about the nature of work changing and this is a welcome change for many. “One third of today’s workforce is made of the millennial community that aspires for a different work experience,” explained Fersht. Economic recession is more of a threat to jobs disappearing, not automation.

As co-founder of, an artificial intelligence (AI) based chatbox, Sachin Jaiswal threw light on the AI scenario. “AI will not leave people jobless, but it will create more opportunities. Likewise, robotics process automation (RPA) is another emerging trend that carries the promise of newer jobs. People had similar apprehensions about big data and even Google. In both instances, several processes were redefined and newer streams of revenue opened out,” Jaiswal added. Big data mining, for example, has been particularly beneficial for verticals like education, banking and healthcare.  

Moving ahead, one can look forward to innovative businesses and futuristic revenue models, many of which will be leveraged in the mobile space. The end result will be the creation of a suite of ‘appified’ cognitive user-friendly mobile services for users (like you and me). This will be the next level of growth in the mobile segment that will be tapped by app developers and entrepreneurs.

Fact overrules fiction: strange truths from the world of internet and mobile technology

I leave you with these thoughts:

The most popular media owner creates no content: Facebook. 

The world’s most valuable retailer has no inventory: Alibaba. 

The largest software vendor doesn’t write all the apps: Google.

The world’s largest movie house owns no cinema: NetFlix. 

The world’s largest taxi company owns no taxis: Uber.

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