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Digital Business Infrastructure Operations Will Significantly Outpace Traditional Infrastructure Managed Services

Gartner 28 Nov 2019 02:30

by Rene Buest  |  November 28, 2019  |  Comments Off on Digital Business Infrastructure Operations Will Significantly Outpace Traditional Infrastructure Managed Services

Digital business blurs the digital and physical worlds, and it pushes services from the cloud beyond the edge to the digital touchpoint. Here, the interaction of people, business, data and things dynamically create value through transient business moments. Digital business initiatives mandate that enterprises interact much closer and in real time with their customers to help reduce cost and customer effort, and improve customer experience. Creating a business moment at the digital touchpoint is the new scalable way of engagement.

Digital touchpoints will become ubiquitous and will help drive the digital economy. The digital touchpoint is defined by the environment where end consumers directly interact with the services of a digital business. A touchpoint can be any kind of interaction with a digital device, product or service. Examples include websites, smartphone apps, virtual assistants, augmented reality (AR)/virtual reality (VR) technologies, chatbots, wearables, kiosk terminals, ATMs, home appliances and automobiles, and industrial solutions, such as a robotic arm. The digital touchpoint is everything a digital business can exploit to create an interaction for and together with its customers.

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