The tech industry is experiencing a strategic convergence of AI, data management, and cybersecurity, driving a surge in major M&A activity. As enterprises tackle digital transformation, these three pillars are at the forefront, accelerating the race to acquire and integrate critical technologies.
Here are this year’s key consolidation moves, showcasing how leading tech companies are positioning themselves to capitalise on the rising demand for AI-driven solutions, robust data infrastructure, and enhanced cybersecurity.
AI Convergence: Architecting the Intelligent Enterprise
From customer service to supply chain management, AI is being deployed across the entire enterprise value chain. This widespread demand for AI solutions is creating a dynamic M&A market, with tech companies acquiring specialised AI capabilities.
IBM’s AI Power Play
IBM’s acquisitions of HashiCorp and DataStax mark a decisive step in its push to lead enterprise AI and hybrid cloud. The USD 6.4B HashiCorp deal that got finalised this year, brings Terraform, a top-tier infrastructure-as-code tool that streamlines multi-cloud deployments – key to integrating IBM’s Red Hat OpenShift and Watsonx AI. Embedding Terraform enhances automation, making hybrid cloud infrastructure more efficient and AI-ready.
The DataStax acquisition strengthens IBM’s AI data strategy. With AstraDB and Apache Cassandra, IBM gains scalable NoSQL solutions for AI workloads, while Langflow simplifies AI app development. Together, these moves position IBM as an end-to-end AI and cloud powerhouse, offering enterprises seamless automation, data management, and AI deployment at scale.
MongoDB’s RAG Focus
MongoDB’s USD 220M acquisition of Voyage AI signals a strategic push toward enhancing AI reliability. At the core of this move is retrieval-augmented generation (RAG), a technology that curbs AI hallucinations by grounding responses in accurate, relevant data.
By integrating Voyage AI into its Atlas cloud database, MongoDB is making AI applications more trustworthy and reducing the complexity of RAG implementations. Enterprises can now build AI-driven solutions directly within their database, streamlining development while improving accuracy. This move consolidates MongoDB’s role as a key player in enterprise AI, offering both scalable data management and built-in AI reliability.
Google’s 1B Bet on Anthropic
Google’s continued investment in Anthropic reinforces its commitment to foundation model innovation and the evolving GenAI landscape. More than a financial move, this signals Google’s intent to shape the future of AI by backing one of the field’s most promising players.
This investment aligns with a growing trend among cloud giants securing stakes in foundation model developers to drive AI advancements. By deepening ties with Anthropic, Google not only gains access to cutting-edge AI research but also strengthens its position in developing safe, scalable, and enterprise-ready AI. This solidifies Google’s long-term AI strategy, ensuring its leadership in GenAI while seamlessly integrating these capabilities into its cloud ecosystem.
ServiceNow’s AI Automation Expansion
ServiceNow’s USD 2.9B acquisition of Moveworks completed this year, marking a decisive push into AI-driven service desk automation. This goes beyond feature expansion – it redefines enterprise support operations by embedding intelligent automation into workflows, reducing resolution times, and enhancing employee productivity.
The acquisition reflects a growing shift: AI-powered service management is no longer optional but essential. Moveworks’ AI-driven capabilities – natural language understanding, machine learning, and automated issue resolution – will enable ServiceNow to deliver a smarter, more proactive support experience. Additionally, gaining Moveworks’ customer base strengthens ServiceNow’s market reach.
Data Acquisition Surge: Fuelling Digital Transformation
Data has transcended its role as a byproduct of operations, becoming the lifeblood that fuels digital transformation. This fundamental shift has triggered a surge in strategic acquisitions focused on enhancing data management and storage capabilities.
Lenovo Scaling Enterprise Storage
Lenovo’s USD 2B acquisition of Infinidat strengthens its position in enterprise storage as data demands surge. Infinidat’s AI-driven InfiniBox delivers high-performance, low-latency storage for AI, analytics, and HPC, while InfiniGuard ensures advanced data protection.
By integrating these technologies, Lenovo expands its hybrid cloud offerings, challenging Dell and NetApp while reinforcing its vision as a full-stack data infrastructure provider.
Databricks Streamlining Data Warehouse Migrations
Databricks’ USD 15B acquisition of BladeBridge accelerates data warehouse migrations with AI-driven automation, reducing manual effort and errors in migrating legacy platforms like Snowflake and Teradata. BladeBridge’s technology enhances Databricks’ SQL platform, simplifying the transition to modern data ecosystems.
This strengthens Databricks’ Data Intelligence Platform, boosting its appeal by enabling faster, more efficient enterprise data consolidation and supporting rapid adoption of data-driven initiatives.
Cybersecurity Consolidation: Fortifying the Digital Fortress
The escalating sophistication of cyber threats has transformed cybersecurity from a reactive measure to a strategic imperative. This has fuelled a surge in M&A aimed at building comprehensive and integrated security solutions.
Turn/River Capital’s Security Acquisition
Turn/River Capital’s USD 4.4 billion acquisition of SolarWinds underscores the enduring demand for robust IT service management and security software. This acquisition is a testament to the essential role SolarWinds plays in enterprise IT infrastructure, even in the face of past security breaches.
This is a bold investment, in the face of prior vulnerability and highlights a fundamental truth: the need for reliable security solutions outweighs even the most public of past failings. Investors are willing to make long term bets on companies that provide core security services.
Sophos Expanding Managed Detection & Response Capabilities
Sophos completed the acquisition of Secureworks for USD 859M significantly strengthens its managed detection and response (MDR) capabilities, positioning Sophos as a major player in the MDR market. This consolidation reflects the growing demand for comprehensive cybersecurity solutions that offer proactive threat detection and rapid incident response.
By integrating Secureworks’ XDR products, Sophos enhances its ability to provide end-to-end protection for its customers, addressing the evolving threat landscape with advanced security technologies.
Cisco’s Security Portfolio Expansion
Cisco completed the USD 28B acquisition of SnapAttack further expanding its security business, building upon its previous acquisition of Splunk. This move signifies Cisco’s commitment to creating a comprehensive security portfolio that can address the diverse needs of its enterprise customers.
By integrating SnapAttack’s threat detection capabilities, Cisco strengthens its ability to provide proactive threat intelligence and incident response, solidifying its position as a leading provider of security solutions.
Google’s Cloud Security Reinforcement
Google’s strategic acquisition of Wiz, a leading cloud security company, for USD 32B demonstrates its commitment to securing cloud-native environments. Wiz’s expertise in proactive threat detection and remediation will significantly enhance Google Cloud’s security offerings. This move is particularly crucial as organisations increasingly migrate their workloads to the cloud.
By integrating Wiz’s capabilities, Google aims to provide its customers with a robust security framework that can protect their cloud-based assets from sophisticated cyber threats. This acquisition positions Google as a stronger competitor in the cloud security market, reinforcing its commitment to enterprise-grade cybersecurity.
The Way Ahead
The M&A trends of 2025 underscore the critical role of AI, data, and security in shaping the technology landscape. Companies that prioritise these core areas will be best positioned for long-term success. Strategic acquisitions, when executed with foresight and agility, will serve as essential catalysts for navigating the complexities of the evolving digital world.
ASEAN, poised to become the world’s 4th largest economy by 2030, is experiencing a digital boom. With an estimated 125,000 new internet users joining daily, it is the fastest-growing digital market globally. These users are not just browsing, but are actively engaged in data-intensive activities like gaming, eCommerce, and mobile business. As a result, monthly data usage is projected to soar from 9.2 GB per user in 2020 to 28.9 GB per user by 2025, according to the World Economic Forum. Businesses and governments are further fuelling this transformation by embracing Cloud, AI, and digitisation.
Investments in data centre capacity across Southeast Asia are estimated to grow at a staggering pace to meet this growing demand for data. While large hyperscale facilities are currently handling much of the data needs, edge computing – a distributed model placing data centres closer to users – is fast becoming crucial in supporting tomorrow’s low-latency applications and services.
The Big & the Small: The Evolving Data Centre Landscape
As technology pushes boundaries with applications like augmented reality, telesurgery, and autonomous vehicles, the demand for ultra-low latency response times is skyrocketing. Consider driverless cars, which generate a staggering 5 TB of data per hour and rely heavily on real-time processing for split-second decisions. This is where edge data centres come in. Unlike hyperscale data centres, edge data centres are strategically positioned closer to users and devices, minimising data travel distances and enabling near-instantaneous responses; and are typically smaller with a capacity ranging from 500 KW to 2 MW. In comparison, large data centres have a capacity of more than 80MW.
While edge data centres are gaining traction, cloud-based hyperscalers such as AWS, Microsoft Azure, and Google Cloud remain a dominant force in the Southeast Asian data centre landscape. These facilities require substantial capital investment – for instance, it took almost USD 1 billion to build Meta’s 150 MW hyperscale facility in Singapore – but offer immense processing power and scalability. While hyperscalers have the resources to build their own data centres in edge locations or emerging markets, they often opt for colocation facilities to familiarise themselves with local markets, build out operations, and take a “wait and see” approach before committing significant investments in the new market.
The growth of data centres in Southeast Asia – whether edge, cloud, hyperscale, or colocation – can be attributed to a range of factors. The region’s rapidly expanding digital economy and increasing internet penetration are the prime reasons behind the demand for data storage and processing capabilities. Additionally, stringent data sovereignty regulations in many Southeast Asian countries require the presence of local data centres to ensure compliance with data protection laws. Indonesia’s Personal Data Protection Law, for instance, allows personal data to be transferred outside of the country only where certain stringent security measures are fulfilled. Finally, the rising adoption of cloud services is also fuelling the need for onshore data centres to support cloud infrastructure and services.
Notable Regional Data Centre Hubs
Singapore. Singapore imposed a moratorium on new data centre developments between 2019 to 2022 due to concerns over energy consumption and sustainability. However, the city-state has recently relaxed this ban and announced a pilot scheme allowing companies to bid for permission to develop new facilities.
In 2023, the Singapore Economic Development Board (EDB) and the Infocomm Media Development Authority (IMDA) provisionally awarded around 80 MW of new capacity to four data centre operators: Equinix, GDS, Microsoft, and a consortium of AirTrunk and ByteDance (TikTok’s parent company). Singapore boasts a formidable digital infrastructure with 100 data centres, 1,195 cloud service providers, and 22 network fabrics. Its robust network, supported by 24 submarine cables, has made it a global cloud connectivity leader, hosting major players like AWS, Azure, IBM Softlayer, and Google Cloud.
Aware of the high energy consumption of data centres, Singapore has taken a proactive stance towards green data centre practices. A collaborative effort between the IMDA, government agencies, and industries led to the development of a “Green Data Centre Standard“. This framework guides organisations in improving data centre energy efficiency, leveraging the established ISO 50001 standard with customisations for Singapore’s context. The standard defines key performance metrics for tracking progress and includes best practices for design and operation. By prioritising green data centres, Singapore strives to reconcile its digital ambitions with environmental responsibility, solidifying its position as a leading Asian data centre hub.
Malaysia. Initiatives like MyGovCloud and the Digital Economy Blueprint are driving Malaysia’s public sector towards cloud-based solutions, aiming for 80% use of cloud storage. Tenaga Nasional Berhad also established a “green lane” for data centres, solidifying Malaysia’s commitment to environmentally responsible solutions and streamlined operations. Some of the big companies already operating include NTT Data Centers, Bridge Data Centers and Equinix.
The district of Kulai in Johor has emerged as a hotspot for data centre activity, attracting major players like Nvidia and AirTrunk. Conditional approvals have been granted to industry giants like AWS, Microsoft, Google, and Telekom Malaysia to build hyperscale data centres, aimed at making the country a leading hub for cloud services in the region. AWS also announced a new AWS Region in the country that will meet the high demand for cloud services in Malaysia.
Indonesia. With over 200 million internet users, Indonesia boasts one of the world’s largest online populations. This expanding internet economy is leading to a spike in the demand for data centre services. The Indonesian government has also implemented policies, including tax incentives and a national data centre roadmap, to stimulate growth in this sector.
Microsoft, for instance, is set to open its first regional data centre in Thailand and has also announced plans to invest USD 1.7 billion in cloud and AI infrastructure in Indonesia. The government also plans to operate 40 MW of national data centres across West Java, Batam, East Kalimantan, and East Nusa Tenggara by 2026.
Thailand. Remote work and increasing online services have led to a data centre boom, with major industry players racing to meet Thailand’s soaring data demands.
In 2021, Singapore’s ST Telemedia Global Data Centres launched its first 20 MW hyperscale facility in Bangkok. Soon after, AWS announced a USD 5 billion investment plan to bolster its cloud capacity in Thailand and the region over the next 15 years. Heavyweights like TCC Technology Group, CAT Telecom, and True Internet Data Centre are also fortifying their data centre footprints to capitalise on this explosive growth. Microsoft is also set to open its first regional data centre in the country.
Conclusion
Southeast Asia’s booming data centre market presents a goldmine of opportunity for tech investment and innovation. However, navigating this lucrative landscape requires careful consideration of legal hurdles. Data protection regulations, cross-border data transfer restrictions, and local policies all pose challenges for investors. Beyond legal complexities, infrastructure development needs and investment considerations must also be addressed. Despite these challenges, the potential rewards for companies that can navigate them are substantial.
Cyber threats are growing in volume, intensity, and complexity and are here to stay. Basic endpoint attacks are becoming intricate, multi-stage operations. Cybercriminals are launching highly coordinated and advanced attacks. This evolving threat landscape affects businesses of all sizes, jeopardising data, operations, and finances.
In the face of massive data leaks, costly ransomware payments, and an ever-expanding and complex threat landscape, the need to strengthen digital defences has driven significant advancements in cybersecurity.
Read on to find out how organisations, governments, industry associations and technology providers are evolving ways to combat cybercrime.
Download ‘Securing the Future: Cyber Resiliency in the Digital World’ as a PDF
All growth must end eventually. But it is a brave person who will predict the end of growth for the public cloud hyperscalers. The hyperscaler cloud revenues have been growing at between 25-60% the past few years (off very different bases – and often including and counting different revenue streams). Even the current softening of economic spend we are seeing across many economies is only causing a slight slowdown.
Looking forward, we expect growth in public cloud infrastructure and platform spend to continue to decline in 2024, but to accelerate in 2025 and 2026 as businesses take advantage of new cloud services and capabilities. However, the sheer size of the market means that we will see slower growth going forward – but we forecast 2026 to see the highest revenue growth of any year since public cloud services were founded.
The factors driving this growth include:
- Acceleration of digital intensity. As countries come out of their economic slowdowns and economic activity increases, so too will digital activity. And greater volumes of digital activity will require an increase in the capacity of cloud environments on which the applications and processes are hosted.
- Increased use of AI services. Businesses and AI service providers will need access to GPUs – and eventually, specialised AI chipsets – which will see cloud bills increase significantly. The extra data storage to drive the algorithms – and the increase in CPU required to deliver customised or personalised experiences that these algorithms will direct will also drive increased cloud usage.
- Further movement of applications from on-premises to cloud. Many organisations – particularly those in the Asia Pacific region – still have the majority of their applications and tech systems sitting in data centre environments. Over the next few years, more of these applications will move to hyperscalers.
- Edge applications moving to the cloud. As the public cloud giants improve their edge computing capabilities – in partnership with hardware providers, telcos, and a broader expansion of their own networks – there will be greater opportunity to move edge applications to public cloud environments.
- Increasing number of ISVs hosting on these platforms. The move from on-premise to cloud will drive some growth in hyperscaler revenues and activities – but the ISVs born in the cloud will also drive significant growth. SaaS and PaaS are typically seeing growth above the rates of IaaS – but are also drivers of the growth of cloud infrastructure services.
- Improving cloud marketplaces. Continuing on the topic of ISV partners, as the cloud hyperscalers make it easier and faster to find, buy, and integrate new services from their cloud marketplace, the adoption of cloud infrastructure services will continue to grow.
- New cloud services. No one has a crystal ball, and few people know what is being developed by Microsoft, AWS, Google, and the other cloud providers. New services will exist in the next few years that aren’t even being considered today. Perhaps Quantum Computing will start to see real business adoption? But these new services will help to drive growth – even if “legacy” cloud service adoption slows down or services are retired.
Hybrid Cloud Will Play an Important Role for Many Businesses
Growth in hyperscalers doesn’t mean that the hybrid cloud will disappear. Many organisations will hit a natural “ceiling” for their public cloud services. Regulations, proximity, cost, volumes of data, and “gravity” will see some applications remain in data centres. However, businesses will want to manage, secure, transform, and modernise these applications at the same rate and use the same tools as their public cloud environments. Therefore, hybrid and private cloud will remain important elements of the overall cloud market. Their success will be the ability to integrate with and support public cloud environments.
The future of cloud is big – but like all infrastructure and platforms, they are not a goal in themselves. It is what cloud is and will further enable businesses and customers which is exciting. As the rates of digitisation and digital intensity increase, the opportunities for the cloud infrastructure and platform providers will blossom. Sometimes they will be the driver of the growth, and other times they will just be supporting actors. But either way, in 2026 – 20 years after the birth of AWS – the growth in cloud services will be bigger than ever.
Oracle is clearly prioritising a rapid expansion across the globe. The company is in a race to catch up with the big 3 (AWS, Google, and Microsoft), and recognises that many of their customers are eager to migrate to the cloud, and they have other options. Their strategy appears to be to rely on third-party co-location providers for most of their data centres, and build a single availability zone per region, at least to start.
Oracle Cloud Rollout Ramps Up
Let us consider the following:
- Oracle’s network spending level puts it in the range of other webscalers. Focusing only on the Network and IT portion of their CapEx, Oracle has now passed Alibaba. Oracle is also ahead of both IBM and Baidu, which are included in the “All others” category in Figure 1.
- The coverage of the Oracle Cloud Infrastructure (OCI) is impressive. It has 36 regions today (some dedicated for government use), with a plan to reach 44 by year-end 2022. That compares to 27 overall for AWS, 65 for Azure, 29 for GCP; regional competitors Tencent and Huawei have 27 regions each, and Alibaba 25 regions. The downside is that Oracle has only one availability zone in most of its regions, while the Big 3 usually have 2 or 3 per region. Oracle needs to build out its local resiliency rapidly over the next year or two or risk losing business to the big 3, especially to AWS; but the company knows this and is budgeting CapEx aggressively to address the problem.
- Oracle’s initial reliance on leased facilities may be an interim step. The rapid growth of AWS, Azure, and GCP in the late 2010s was a surprise and Oracle started to see serious risks of losing customers to these cloud platforms. Building out their own cloud base on new data centres would have taken years and cost them business. So, Oracle did the smart thing and leaped into the cloud as fast as possible with the resources and time available. The company has scaled their OCI operations at an impressive rate. It expects capital expenditures to double YoY for the fiscal year ending May 2022, as it increases “data centre capacities and geographic locations to meet current and expected customer demand” for OCI.
- Finally, Oracle has invested heavily in designing the servers to be installed in its data centres (even if most of them are leased). Oracle was an early investor in Ampere Computing, which makes Arm-based processors, sidestepping the Intel ecosystem. In May 2021, Oracle rolled out its first Arm-based compute offering, OCI Ampere A1 Compute, based on the Ampere Altra processor. Oracle says this allows OCI customers to run “cloud-native and general-purpose workloads on Arm-based instances with significant price-performance benefits.” Microsoft and Tencent also deploy the Ampere Altra in some locations.
Reaching Global Scale
Once Oracle decided to launch into the cloud, its goal was to both grow revenues and also protect its legacy base from slipping away to the Big 3, which already had a growing global footprint. Oracle chose to quickly build cloud regions in its key markets, with the understanding that it would have to fill out individual regions as time passed. This is not that different from the big 3, in fact, but Oracle started its buildout much later. It also has lesser availability zones per region.
Oracle has not ignored this disparity. It recognises that reliability is key for its clients in trusting OCI. For example, the company emphasises that:
- Each Oracle Cloud region contains at least three fault domains, which are “groupings of hardware that form logical data centers for high availability and resilience to hardware and network failures.” Fault domains allow a customer to distribute instances so “the instances are not on the same physical hardware within a single availability domain.”
- OCI has a network of 70 “FastConnect” partners which offer dedicated connectivity to OCI regions and services (comparable to AWS DirectConnect)
- OCI and Microsoft Azure have a partnership allowing “joint customers” to run workloads across the two clouds, providing low latency, cross-cloud interconnect between OCI and Azure in eight specific regions. Customers can migrate existing applications or develop cloud native applications using a mix of OCI and Azure.
- Oracle allows customers to deploy OCI completely within their own data centers, with Dedicated Region and Exadata Cloud@Customer, deploy cloud services locally with public cloud-based management, or deploy cloud services remotely on the edge with Roving Edge Infrastructure.
- Further, Oracle clearly tries to differentiate around its Arm-based Ampere processors. Reliability is not necessarily the focus, though. The main focus is contrasting Ampere with the x86 ecosystem around overall price-performance, with highlights on power efficiency, scalability and ease of development.
Ultimately the market will decide whether Oracle’s approach makes it truly competitive with the big 3. The company continues to announce some big wins, including with Deutsche Bank, FedEx, NEC, Toyota, and Zoom. The latter is probably the company’s biggest cloud win given Zoom’s rise to prominence amidst the pandemic. Not surprisingly, Oracle’s recent Singapore cloud region launch was hosted by Zoom.
Conclusion
Over the long run, the webscale market is getting more concentrated in the hands of a few players; some companies tracked as webscalers, such as HPE and SAP, will fall by the wayside as they can’t keep up with the infrastructure spending requirements of being a top player. Oracle is aiming to remain in the race, however. CEO Larry Ellison addressed this in an earnings call, arguing the global cloud market is not just the “big 3” (AWS, Azure, and GCP), but is a “big 4” due in part to Oracle’s database strengths. Ellison also argued that the OCI is “much better for security, for performance, for reliability” and cost: “we’re cheaper.” The market will ultimately decide these things, but Oracle is off to a strong start. Its asset light approach to network buildout, and limited depth within regions, clearly have downfalls. But the company has a deep roster of long-term customers across many regions, and it is moving fast to secure their business as they migrate operations to the cloud.
Industries continue to innovate and disrupt to create and maintain a competitive edge – and their technology partners evolve their solution offerings to empower them.
We bring to you latest industry news from the Healthcare, Financial Services, Retail, Travel & Hospitality and Entertainment & Media industries to show you how organisations are leveraging technology. Find out more about organisations such as Services Australia, Paypal, Walmart, Zara and Amex – and how tech providers such as IBM, Oracle, Google and Uplift are supporting organisations across industries.
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Microsoft introduced a second Vertical Cloud offering, last week – this time turning the focus on Retail, after having launched Microsoft Cloud for Healthcare in October 2020.
The Microsoft Cloud for Retail aims to offer integrated and intelligent capabilities to retailers and brands to improve their end-to-end customer journey. It brings industry-specific capabilities to the Microsoft suite including Microsoft Azure, Microsoft Power Platform, Microsoft 365, and Microsoft Dynamics 365 – and is aimed at the growing need for “intelligent retail’. Microsoft’s partner ecosystem will also be involved in the new platform to address challenges in the sector and future proof the retail evolution.
In The Top 5 Retail & eCommerce Trends for 2021, Ecosystm notes that while retailers will focus on the shift in customer expectations, a mere focus on customer experience will not be enough this year. From the customer experience angle, they will strongly focus on omnichannel, catering to ‘glocal’ consumption, using location-based services, and improving both their onsite and online customer experience. They will also have to work on their supply chain and pricing capabilities, as distribution woes continue. These trends are seeing a deeper need for transformational technologies and leading cloud providers are introducing solutions targeted at the industry. Google has introduced its cloud retail solutions aiming to help retailers get more from data. Similarly, AWS has cloud offerings for the retail industry leveraging its retail domain experience and cloud deployment services.
Ecosystm Comments
“Global cloud vendors continue to “move up the stack” to provide more of the technology landscape for organisations. The focus of these tech giants is on adding unique value to customers by tailoring the combination of the different cloud services they can provide to specific industries. Providing the full-stack will mean higher customer retention rates – as the implementation time should be lower than traditional on-premises implementations. Microsoft has a diverse range of capabilities. Having a software company and implementation partner that can deliver the full stack of technology and business processes should improve the time to value for organisations.
But I see three key difficulties in implementing systems such as these:
- People adapting effectively to use the new processes
- Migrating enough high-quality data to leverage the new capabilities
- Integrating the new capabilities into an organisation’s existing landscape.
This is why it is likely that initial use will come from Microsoft’s existing Retail customers as they expand the range of services they use. New adopters of these Microsoft solutions will find that much of the complexity and cost of implementing a new business solution will remain.
However, these value-added cloud services open access to smaller organisations. If Microsoft is able to work with their partners to simplify the implementation of these capabilities, it will allow smaller organisations to access these complex capabilities affordably.“
“The Ecosystm Digital Priorities in the New Normal Study aims to determine how optimistic industries are about successfully negotiating these uncertain times (Figure 1). The industries that are rated the most optimistic fall into two clear categories. In the first category, there are industries, such as Healthcare that had to transform urgently – mostly in an unplanned manner. This has led to a greater appetite for change and optimism in these industries. Then there are industries, such as Retail, that had some time to re-focus their technology roadmap when the crisis hit. These industries have a strong customer focus and had started their digital journeys before the pandemic.
Microsoft’s industry focus appears to be spot-on. Their first two vertical clouds target enterprises that have had to – and will continue to – pivot. The ‘modular’ approach taken in the Microsoft Cloud for Healthcare offering allows providers to choose the right capability for their organisation – whether it is workflow automation, patient engagement through virtual health, collaboration within care teams or better clinical and operational insights. As healthcare organisations across the world negotiate the challenges of mass vaccination, they may well find themselves leveraging these industry-specific capabilities as they revamp their workflows, processes, and data use.”
Get to know the right research, insights and technologies for you to be one step ahead in this new world of retail in our top 5 retail trends for 2021 that represent the most significant shifts in 2021
Contact centres were already on a path to modernisation – which got accelerated by the COVID-19 crisis. The need for omnichannel delivery and better insights from customer data has forced contact centres to adopt cloud solutions. Ecosystm Principal Advisor Audrey William says, “There is still a disconnect between integrating and synchronising customer data between Sales, Marketing and Customer Teams. However, the market is starting to see contact centre vendors work closer with vendors in customer experience management segment.”
Genesys and Adobe are collaborating on integrating Genesys cloud and the Adobe Experience Platform. The deeper integration of both platforms is aimed to give organisations a better omnichannel presence. The platform is live for users and Genesys and Adobe will introduce other features and capabilities throughout 2020. Genesys is already a partner of Adobe’s Exchange Program designed for technology partners to supplement Exchange Marketplace with extensions and applications for Adobe Creative Cloud users.
Augmenting the CX journey through Data Synchronization
Ecosystm data finds that 62% of contact centres have driving omnichannel experience as a key customer experience (CX) priority and 57% want to analyse data across multiple data repositories. However, when asked about the challenges of driving consistent CX, data access and integration appears to be a barrier in achieving their priorities. These challenges are the reason why getting a “true view” of the customer data has been an arduous task and achieving consistent CX continues to be a struggle.
William says. “The customer data collected by a particular service or department does not always move along in real-time with the customer interactions across different touchpoints. This complicates maintaining a real-time customer profile and impacts the CX.”
“Sales and Marketing have different KPIs and tend to view customer data from different angles. The data from in-store, Marketing and Sales interactions sits within departmental silos. They may deal with the same customers and not follow them through their entire journey. This leads to missed opportunities in reaching out to them at the right time with the right products to upsell, resell or provide better CX. Data synchronisation across channels, would solve that problem.”
Integrating Genesys and Adobe Experience Platform will give organisations the capability to provide contact centre agents with real-time customer data and profiles from a single point to provide an personalised experience. The platform is powered by Genesys Predictive Engagement that uses AI to provide more intelligence based on past interactions to drive effective, data-driven conversations. In addition to this, the partnership also enables businesses and marketing departments to customise campaigns and extend their digital and voice capabilities for optimal conversions. William says, “The ability to use AI to understand customer intent, behaviour and patterns is critical as it will allow brands to re-look at how to design the customer journey. When you keep using the same and outdated profile, it will be hard to have discussions around intent, customer interest and assess how customer priorities have changed. Accurate and automate data profiling will lead to more targeted and accurate marketing campaigns.”
Genesys Deepening Industry Partnerships
Genesys is re-shaping its strategy on Contact Centre as a Service (CCaaS) offerings through partnerships and working on its vision of providing Experience as a Service to its global clients. The need for CCaaS has been accelerated by the pandemic. Last month Genesys signed a five year deal with Infosys to develop and deploy cloud CX and contact centre solutions.
Earlier this year, Genesys partnered with MAXIMUS, a US Government services provider to set up the MAXIMUS Genesys Engagement Platform, an integrated, cloud-based omnichannel contact centre solution driven by the government requirement for public sector organisations to provide seamless customer experiences similar to those offered in the private sector.
The company has also partnered with various other industry leaders like Microsoft, Google Cloud, and Zoom to roll out cloud-based innovations to benefit customers.
Click below to access insights from the Ecosystm Contact Centre Study on visibility into organisations’ priorities when running a Contact Centre (both in-house and outsourced models) and the technologies implemented and being evaluated
The National Australia Bank (NAB) and Microsoft announced a strategic partnership last week, to develop and architect a multicloud environment to be used by both NAB and its New Zealand counterpart, Bank of New Zealand (BNZ).
The five-year partnership will involve Microsoft and NAB sharing development costs and investments to migrate around 1,000 out of 2,600 applications from the NAB and BNZ stacks, on Microsoft Azure. By 2023, NAB aims to run 80% of its application on the cloud, build a robust cloud foundation, and enable customers to access applications and services on the cloud.
The partnership aims to support NAB’s commitment to continuous improvement and innovation, leveraging the Microsoft global engineering team. It also involves setting up of the NAB Cloud Guild program, where Microsoft will train 5,000 NAB and BNZ technologists to equip them on cloud and allied technology skills.
NAB and Microsoft have previously collaborated to improve the experience for NAB customers, through cloud-based applications. NAB’s cloud-based AI powered ATM was the result of a proof-of-concept (PoC) developed on Microsoft Azure’s cognitive services, in 2018. It involved general ATM security captures along with facial biometrics to enable customers to withdraw cash without a card or a phone.
Besides the partnership with Microsoft, NAB also uses Google Cloud for multicloud workloads as well as AWS for its AI competencies and resources across platforms. In February, NAB launched an AI-based voice service to boost the bank’s contact centre experience along with AWS.
Ecosystm Comments
Ecosystm Principal Advisor, Tim Sheedy says, “If ever there was a sign that multicloud is the predominant approach for businesses, this is it. NAB is a big AWS client – in Australia and New Zealand. They lead the way for businesses in training thousands of employees on AWS technologies through their Cloud Guild. But now Azure is also developing a strong foothold in NAB – the public cloud services market is not a one-horse race!”
“Many businesses that have standardised on – or preferred – a single cloud vendor will find that they will likely use multiple cloud environments, in the future. The key to enabling this will be the adoption of modern development environments and architectures. Containers, microservices, open-source, DevOps and other technologies and capabilities will help them run their applications, data and processes across the best cloud for them at the time – not just the one that they have used in the past.”
Sheedy thinks, “NAB’s competitive advantage will not come from whether they are using AWS or Azure – it will come from the significant time and effort they are investing in giving their employees the skills they need to take advantage of these environments to drive change at pace. Too many businesses are increasing their cloud usage without making the necessary investments to upskill their employees – if you know you are planning to spend more on the cloud, then start now in reskilling and upskilling your staff. There is already a real shortage of cloud skills and it is only going to get worse.”
Gain access to more insights from the Ecosystm Cloud Study