Want to find out how far digital business assurance has already steamed ahead in just a year? Check out the innovative demos showing how to effectively incorporate AI and machine learning into your business-assurance strategy at the Open AI Business Assurance Marketplace catalyst at TM Forum’s Digital Transformation World Asia. And I’ll also discussing this as part of the “Creating a Digital Transformation Roadmap” panel.What makes me smile. (Spoiler alert: it might involve AI, machine learning and digital business assurance)
On the whole, I really like being part of a digital world – it’s exciting, it’s fun, it’s easy (or at least, it should be). I enjoy using Amazon…they make so easy to make a purchase, to solve disputes, to offer new products – the experience is so simple, it makes me smile. Unfortunately, not all digital platforms are created equal and I’ve had some frustrating experiences – I won’t mention who but I’m sure you could probably also add one or two names to the list.
But I’m a software geek so I do understand why it’s hard to get digitalization right: a massive amount of complexity lies in the simplicity, and also in creating an ecosystem that is easy to use, and that includes standardized APIs, microservices, and DevOps.
And let’s not forget something critical that often
does tend to be forgotten while creating a successful digital-transformation road map:
The digital ecosystem needs to constantly be assured
The “WHY?” is pretty obvious: digital customers aren’t known for their patience and or tolerance for errors (I should know – I’m one of them). And any serious glitch, e.g. an error in charging, will not only push them towards a competitor – did I mention how easy is to change digital service providers? It will probably find also its way to social media, causing a ripple effect. The same goes for the partners who are enabling operators to offer cool digital services in the first place.
Revenue leakages, incorrect charges, and fraud are all issues which rightly make a service provider shudder. In the pre-digital ‘old world’, business assurance had a critical role in preventing and detecting these kind of issues – in the digital ecosystem, it is needed more than ever, and should definitely be part of any digital transformation roadmap.
What’s less obvious is the “WHEN”:
Business assurance isn’t something that should be applied as an afterthought at the end of a digital transformation project – it must be a critical element of the transformation process itself.
And with artificial intelligence (AI) and machine learning now becoming a part of the mix, getting a digital business assurance strategy right is definitely challenging. But that’s OK - a good challenge makes me smile too!
