Service Providers Will Expand Digital Business Touchpoints

Research from Gartner shows that digital business services are moving beyond the cloud and edge to customers’ digital touch points. This may include things like engaging in Internet chatbot sessions or contact while one is booking a business flight.

Through digital touch points, businesses have a new way of engaging with customers. 65% of global service providers will generate 55% of their revenue through edge-related services. A focus on edge to support digital touch points means providers will continue to look at ways to reduce latency and speed up the delivery of services and applications.

Gartner’s research suggests that 27% of organizations are already integrating edge computing into their infrastructure strategy. Additional findings:

• 70% of survey respondents expect edge computing to become relevant to their infrastructure plan by the end of 2019.
• A study from BearingPoint shows that 69% of respondents rated digital transformation as a top priority but only 26% were actively engaged in implementing new business models.
• Key areas for service providers to enable touch-point services include: infrastructure management, infrastructure integration, infrastructure security, and data management and governance.

To view Gartner’s press release, click here.