How Natural Language Processing Will Change Customer Service

How Natural Language Processing Will Change Customer Service

Natural Language Processing Natural language processing is one subset of AI driving human-machine interactions forward. From helping with direct calls to providing robust alternatives to human workers, it holds many possibilities for customer service on both the front and back ends of the work. As
Using Data Science and Google Cloud to Win March Madness…Well, Not Really

Using Data Science and Google Cloud to Win March Madness…Well, Not Really

I suck at the NCAA March Madness® bracket selection process.  I let my personal biases get in the way of making decisions based upon the numbers.  I over-rate the well-known Big Ten conference and under-rate the lesser-known Mid Majors and fall in love with the most recent

5 Technology Wishes for the New Year

In the spirit of all that’s holly and jolly, I’m sharing my top five cloud industry-related wishes for 2018:

Wish #1: That GDPR will be as anticlimactic as Y2K

With all the hype around GDPR and the doomsday scenarios being painted that businesses will be paying up to 4% of revenue in fines if they fail to meet GDPR mandates, we are seeing a feeding frenzy by vendors and the media regarding what it will take to become compliant. Sound familiar? It’s Y2K-hype all over again. Pre-2000, the world was predicted to come to a grinding halt and companies would go out of business. We all know what an anticlimax that was, partly because of the remediation that took place prior to Y2K. My wish for this Christmas is that businesses will educate themselves on the implication of GDPR on the business and will start remediation immediately. It is unlikely that many companies will be fined the 4% of revenues, but the regulators will certainly pick one or two large companies – likely a bank – to make an example of how serious non-compliance truly is. GDPR is not just a European or large company issue, it will change the way we transfer data across borders and will change the supply chain process.

Wish #2: That organizations will end the debate around cloud v. on-premise

I’m amazed by how many companies are still debating cloud v. on premise. With the advances in cloud security, performance and reliability, it should no longer be a debate about whether or not to use the cloud but more about how the cloud can speed up our business growth. It’s my hope that the IT industry will start to look more to the advancements in the cloud and how it can benefit organizations rather than dwelling on the questions that (for the most part) have already been answered by the mainstream cloud vendors.

Wish #3: That we all understand that SaaS is not just about AWS, Microsoft and Google

I wish for a cloud discussion that goes beyond the mainstream vendors such as AWS, Microsoft and Google. Granted, these big-name vendors have captured a huge market share in cloud adoption, and Forrester Research predicts they will own 76% of the market in 2018. However, there are hundreds of cloud and SaaS solutions that bring significant value to businesses outside of the Big Three. While many of these solutions are deployed on the big cloud vendors’ platforms, many are also on proprietary platforms that have equal benefits. My wish in the coming year is that the wider cloud market becomes mainstream to offer a breadth of solutions that have not received the airtime they deserve. By opening those markets we will see game changing solutions particularly in areas such as finance and banking, retail, healthcare and manufacturing.

Wish #4: That security in the cloud is no longer a talking point

Not all cloud solutions are created equally. Although standards have improved drastically, my hope for the coming year is that due to the cyber threats occurring on a daily basis we will see a more rigorous approach from the government, standards bodies and industry to be more proactive in detection and remediation of these threats. It is unlikely that security threats will ever go away – in fact most experts are predicting an increase due to ransomware, malware, etc.). If vendors acknowledge they have risks and invest in remediating those risks, we may see a stronger security posture across organizations. While larger organizations can afford strong security defenses, many of the small and mid-tier organizations will have to rely on cloud vendors. As vendors, we need to talk openly with our customers to put their minds at ease about the cloud security puzzle.

Wish #5: That we have an unending supply of security, AI, and Bitcoin experts trained and ready to go

It’s no secret that we’re currently undergoing a severe cybersecurity skills shortage. In fact, it’s on track to grow to 3.5 million open positions by 2021. This shortage of experts impacts every organization that needs (artificial intelligence, big data analytics, security, Bitcoin and whatever new trend is due to cross the horizon) cloud experts. If only there were an unending supply of qualified resources for us to pull from. If only…

While these wishes are particular to me, they are in no way the only wishes worth wishing for (I’m still open to receiving that pony, Santa). What’s on your wish list?

Happy holidays to you all and best wishes for safe and happy New Year!

By Darren Glenister

Daren Glenister

Daren is the Field Chief Technology Officer for Intralinks. Daren serves as a customer advocate, working with enterprise organizations to evangelize data collaboration solutions and translate customer business challenges into product requirements.

Glenister brings more than 20 years of industry experience and leadership in security, compliance, secure collaboration and enterprise software, having worked with many Fortune 1000 companies to turn business challenges into real-world solutions.

View Website

TOP ARCHIVES

The Challenges to Tackle Before You Start With AI

The Challenges to Tackle Before You Start With AI

Artificial Intelligence and the technology behind it are growing at a furious pace. Marketers have realized its vast potential and ...
Why Tomorrow’s Leaders MUST Embrace the Economics of Digital Transformation

Why Tomorrow’s Leaders MUST Embrace the Economics of Digital Transformation

Embrace the Economics of Digital Transformation Why should companies care about Digital Transformation?  Yes, I know it appears as yet another ...
Blockchain info

How Can Blockchain-as-a-Service Help Your Business?

Blockchain-as-a-Service “Have you seen the price of Bitcoin?”, “You gotta get in on Ripple, it’s going through the roof!”, “Are we in ...
Why Accept the Hype? Time to Transform How We Approach Emerging Technology

Why Accept the Hype? Time to Transform How We Approach Emerging Technology

Time to Transform How We Approach Emerging Technology It’s like a rite of passage – a new technology pops onto ...
Best Practices in Disaster Recovery and Business Continuity

Best Practices in Disaster Recovery and Business Continuity

Best Practices in Disaster Recovery Hope for the best, prepare for the worst, and expect to be surprised. While that ...
Bluejeans video SaaS

15 Promising Cloud-Based Video Conferencing Services

Cloud Video Conferencing Services We have put together a compilation of some of the best cloud based conferencing services for businesses. The cloud video conferencing services market is expected to reach US$ 6.40 Billion by 2020 from the current $3.31 ...
Cloud Concerns - Strong Passwords and Data Encryption

Cloud Concerns – Strong Passwords and Data Encryption

Strong Passwords and Data Encryption For all the concerns and buzz surrounding cloud computing, some companies are still not buying in. The benefits that come from using the cloud are already well documented, and while adoption rates have risen in ...
Cloud Migration – 10 ‘Do it Right’ Tips

Cloud Migration – 10 ‘Do it Right’ Tips

Cloud Migration Tips Businesses continue to adopt the cloud at break neck speed. Inherent benefits like lower operational costs, no infrastructure overheads, and quick access to better technology make cloud a very attractive proposition for businesses, especially start-ups and SMEs ...