< Previous30 edge_february 2024 trends start to subscribe to offers such as heating-as- a-service, so suppliers can afford to optimally maintain assets to maximise their lifetime, reducing emissions, waste, and recycling. I also expect we will start to see self-healing capabilities being designed into new products such as appliances and vehicles, eliminating the cost, time and environmental impact of unnecessary field service visits. PREDICTION 3: BY 2027, 30 PER CENT OF ASSET CENTRIC ORGANISATIONS WILL LEVERAGE COMPUTER VISION TO KEEP AN EYE ON THE WORLD Where AI enables computers to think, computer vision enables computers to see, observe and understand. For example, in a manufacturing or process environment, AI can be trained to analyse and detect video imagery that would indicate a fault or safety hazard. Already, computer vision is being used in both the oil and gas and the maritime sectors to monitor and detect corrosion, informing timely manual inspections and preventative maintenance, whilst multi-camera equipped autonomous robots monitor operations in factories and warehouses. Increasingly, passenger and commercial vehicles are now equipped with cameras, capturing video as they drive. By applying suitable image recognition algorithms, this stream data can be used for computer vision, reporting maintenance issues for infrastructure. Examples include road signs obscured by overgrowth, tree growth abrading overhead cables and phone lines, and vehicles automatically detecting and reporting locations for potholes. PREDICTION 4: BY 2028, 30 PER CENT OF SERVICE ORGANISATIONS WILL PILOT AUTONOMOUS VEHICLES IN THE DRIVE TO “TOTAL PRODUCTIVITY” The key metric in field service is productivity (utilisation), measuring the time a field engineer spends on the job. Autonomous vehicles are changing the landscape, as they enable engineers to use travel time for preparation. Traditional journeys occupy 30 per cent with administration adding 20-30 per cent. Autonomous vehicles, with AI-driven planning and routing, efficiently manage travel, considering factors like EV range. This eliminates guesswork, optimises schedules, and dynamically adjusts routes based on real-time telemetry data, leading to a potential 50 per cent increase in daily productivity for engineers. PREDICTION 5: BY 2026, AI WILL BECOME THE ULTIMATE FLEET MANAGER FOR 40 PER CENT OF ASSET CENTRIC SERVICE PROVIDERS The use of streamed video data from assets, analysed by computer vision, enhances the visibility for fleet managers, particularly in industries like wind energy where IoT remote sensing is common. AI enables the extraction of intelligence from various sources, such as cameras, sensors, service records, and digital twin models, providing comprehensive insights for fleet management. Mark Brewer, VP service industries, IFS “Where AI enables computers to think, computer vision enables computers to see, observe and understand”edge_february 2024 31 trends With AI, rapid identification of high- performing wind farms becomes possible, allowing for comparisons to determine the reasons behind superior performance, such as more effective gearing calibration. This information creates a competitive advantage for turbine manufacturers, who can then automatically generate proposals for under- performing sites. These proposals offer specific services, like recalibration, with guaranteed outcomes, such as a 20 per cent increase in power generation efficiency. The entire process, including service pricing, is initiated automatically by AI, minimising human intervention and eliminating the need for traditional sales calls. This shift from transaction-based sales to a consultative, fact- based, value-added partnership demonstrates the transformative potential of AI in optimising operational efficiency and identifying business opportunities. From downtime prevention to driving improvement In a production environment, the application Service enhancement AI is positioned to elevate customer satisfaction and alleviate the strain on agents of AI analysis offers machine manufacturers the opportunity to enhance efficiency, productivity, and throughput throughout the lifecycle, extending beyond merely preventing downtime to driving operational improvement. AI eliminates human subjectivity, anticipates changes, and incorporates factors like weather, sales trends, demand, and usage duty into a comprehensive performance analysis. This enables companies to potentially become industry leaders. AI also allows for personalised service by creating instance-specific documentation and recommendations, ensuring optimal procedures and intervals for each situation. An example is the Rolls Royce Blue Data Thread programme, which uses AI to personalise maintenance intervals based on engine use and wear for different aircraft models, minimising Aircraft on Ground (AOG) time and increasing operational profitability. We anticipate significant shifts in the sector due to AI, promising to explore them in future posts and welcomes readers’ thoughts on the impending revolution in service. 42% The attrition rate of contact centre agents Source: NICE WEM Global Surveytech tips 32 edge_ february 2024 10 Tips to stay safe while using public Wi-Fi Make the best out of free Wi-Fi safely NETWORK By Arya Deviedge_ february 2024 33 tech tipstech tips 34 edge_ february 2024 C onnectivity is paramount and Wi-Fi has become our digital lifeline. The call of free Wi-Fi is undeniable – it offers instant communication, productivity, and entertainment without dipping into our data plans. But little do we know that it is like a siren’s song inviting death. While the temptation to indulge in the freedom of free Wi-Fi is hard to resist, it is possible to navigate this web of connectivity with caution. From malicious actors seeking to exploit vulnerabilities to the potential compromise of sensitive information, the risks associated with public networks are numerous. However, there are practical and proactive steps one can take to ensure a secure online experience, even when forced to use these networks. Here are ten tips with which one can stay safe while using public Wi-Fi. 1. Confirm the network Ensure you are connecting to the correct network. Verify the network name, and if possible, check with employees or signage to confirm legitimacy. Stick to well-known networks associated with reputable businesses. 2. Disable auto-connect Turn off automatic connectivity settings on your devices, especially when in unfamiliar places. Manually connect to networks and consider selecting “forget network” after using public Wi-Fi. 3. Turn off file sharing Disable file-sharing options to prevent unauthorised access. Adjust settings in system preferences or control panels to turn off features like AirDrop. Enhance security Install a VPN to ensure secure data encryption while using public Wi-Fi Online banking precaution Refrain from accessing personal bank accounts or sensitive data on unsecured public networks 4. Use a VPN (Virtual Private Network) Install a VPN for secure data encryption when using public Wi-Fi. A VPN acts as a protective tunnel, making your data unreadable as it passes through the network. In the UAE, the use of VPN is not considered illegal if it is used in accordance with the guidelines of the Telecommunications and Digital Government Regulatory Authority (TDRA). edge_ february 2024 35 tech tips 5. HTTPS awareness Be cautious of websites with “https” in the address bar. Cybercriminals may exploit the public’s trust in secure websites. Verify the legitimacy of emails and links and don’t solely rely on the presence of the lock icon or “https.” 6. Exercise caution with sensitive information Avoid accessing personal bank accounts or sensitive data on unsecured public networks, even with a VPN. Consider using your mobile phone data or a friend’s hotspot for secure financial transactions. 7. Distinguish between secured and unsecured networks Connect to secured public networks whenever possible. Unsecured networks lack security features and may pose risks. 8. Enable your firewall Keep your personal devices’ firewall enabled on public Wi-Fi to act as a barrier against malware. Ensure your firewall is active through system settings. 9. Install antivirus software Use antivirus software to detect and protect against malware threats that may infiltrate your system through shared networks. Regularly update your antivirus definitions to stay ahead of emerging threats. 10. Implement two-factor authentication Enable multi-factor authentication for added security. This additional layer of verification adds an extra step to the login process, significantly improving protection, even if your login credentials are compromised. Consider implementing two- factor authentication for all your online accounts. In addition to this, regularly delete unnecessary old data to minimise potential risks and refrain from connecting to networks that prompt you to install additional software or browser extensions. It’s important to note that even with these precautions, using public Wi-Fi is not completely risk-free. While these measures significantly enhance your online security, there is always a level of vulnerability associated with public networks. Therefore, it’s advisable to use public Wi-Fi only when necessary. Remain vigilant and be mindful of potential risks. Wi-Fi vulnerability Despite taking these precautions, using public Wi-Fi is not entirely risk-free36 edge_february 2024 brand view video issues, such as unflattering camera angles and poor lighting, while 85 per cent face audio problems. Modern equipment could easily address these issues, yet there is a surprising lack of awareness among employees. This creates a disconnect between employers’ willingness to provide new hardware and employees not requesting it, resulting in a widespread lack of necessary equipment for remote and hybrid workers. Innovative approaches The durability of changes in work dynamics necessitates a reconsideration and adaptation of T he shift to remote work a few years ago prompted a rapid transition as individuals quickly brought their work devices home to create temporary offices. While organisations varied in their support, some invested significantly in equipment like webcams and headsets. However, the evolution of hybrid work brings forth new challenges and opportunities, influencing the need for better employee hardware. Challenges in the hybrid work era Research conducted with 3,000 home-based workers revealed that 89 per cent struggle with Navigating the hybrid work landscape Strategic tech investments, experimentation, and meeting equity boost productivity and employee satisfaction HYBRID WORKedge_february 2024 37 brand view communication and productivity standards for video-first collaboration. Organisations like Logitech exemplify a forward-thinking approach to hybrid work. Logitech emphasises a hybrid -first approach by transforming physical offices into learning labs aligned with new working methods, the company views the office as a space for experimentation, continuous improvement, and innovation. Unlike the push for a full return to the office, Logitech adopts a co-creative approach, gathering employee feedback and building a systematic programme to establish an effective hybrid balance. Logitech’s vision includes a comprehensive overhaul of office space design, prioritising a human-centric approach that supports culture, innovation, and productivity. The company envisions dynamic hybrid offices globally, equipped with its technology to foster an improved user experience. Meeting equity in hybrid work The hybrid work model prioritises flexibility, transcending specific locations. However, achieving meeting equity remains a challenge, particularly in the context of meeting rooms, where remote and in-office workers may find themselves unequally represented. That’s why cultivating a better approach to meetings will require a collaborative effort across the organisation. IT will be a strategic leader in this effort, as they are tasked with investing in technology that bridges the experience gap between remote and in-person participants. Preparing the workforce for hybrid demands As the landscape of work evolves, shaped by globalisation, automation, and digitisation, achieving meeting equity becomes crucial in the era of hybrid work. The transformation brings benefits such as flexibility, time savings, and improved work-life balance. Organisations need to invest in technology that promotes productivity, flexibility, and scalability, including high-quality webcams and headsets. By investing in innovative solutions, fostering a culture of experimentation, and prioritising meeting equity, organisations can create a thriving hybrid work environment that benefits both employers and employees. “The durability of changes in work dynamics necessitates a reconsideration and adaptation of communication and productivity standards for video-first collaboration” Loubna Imenchal, Head of Enterprise Business - AMECA, Logitech38 edge_february 2024 importance of seamless and exceptional digital experiences (DEX) for retailers, as online shopping choices continue to expand. A significant number of respondents (96 per cent) consider delivering a seamless DEX as essential, with 59 per cent emphasising its critical importance for staying competitive. This extends beyond customers, as 95 per cent of retail decision-makers believe in prioritising the needs of employees by providing advanced DEX, especially with the entrance of new generations into the labour market. Furthermore, the study indicates a shift in responsibility for driving business innovation towards IT, as 93 per cent of retail business decision makers and IT decision makers agree that IT plays a more significant role now compared to three years ago. The leaders intend to focus their IT spending on unified observability solutions, with 92 per cent advocating for greater investment in these solutions to provide actionable insights for improving both employee and customer digital experiences. Decoding retail’s digital shift Uncovering the crucial need for frictionless digital experiences in the retail landscape SOFTWARE By Adelle Geronimo A s online shopping options expand rapidly, delivering frictionless digital journeys across all channels has become essential for retailers to remain competitive. In addition, younger generations of employees and customers have higher expectations from retailers, viewing seamless digital experiences not merely as a competitive edge but as a fundamental determinant of success. To gain a deeper perspective, we spoke with Ramzi Bsaibes, Regional Sales Director, Gulf Region, Riverbed Technology, who shares insights from the company’s latest Global Digital Employee Experience (DEX) Survey. This study sheds light on the pivotal role of unified observability in enabling seamless digital retail services. Give an overview of the key findings from the Riverbed Global Digital Employee Experience Survey and its significance for the retail sector. The Riverbed study emphasises the growing interview 95% The proportion of retail business and IT decision makers that foresee the need for an enhanced Digital Experience (DEX) as new generations join the workforceinterview edge_february 2024 39 How do you see the role of DEX evolving in the retail sector as new generations of employees enter the workforce? In the retail sector, Millennials and Gen Z employees make up a larger portion of the workforce than in other industries. These are digital natives who are used to exceptional experiences from the apps they use in their personal lives. And now, coming into the retail workforce, they expect the same level of digital services from their employers. Failure to meet their expectations can have dire consequences. In fact, 61 per cent of respondents surveyed said there would be a disruptive/ reputational impact on their company if the digital experience expectations of younger generations are not met. Concerningly, ITDMs and BDMs from the retail sector say that 50 per cent of younger generation employees would consider leaving the company if they did not have a seamless digital experience. Retailers, who are struggling with persistent labour shortages, cannot afford to alienate employees, especially during the busy holiday season and when shoppers have more choices than ever. How are retailers adjusting strategies to address the disruptive impact anticipated when younger generations’ digital experience expectations aren’t met? The immediate consequence of poor Digital Experience (DEX) for retailers is staff attrition, which can negatively impact in-store and backend operations, affecting the ability to meet customer needs. The less apparent but crucial cost involves lost opportunities, as brand loyalty becomes fragile in the face of easily accessible competition. To impress customers, retailers must provide hyper-personalised experiences, achievable through empowered staff using the right digital tools. The Middle East is witnessing the rise of digitally- driven retail concepts like phygital stores, indicating an adaptation to new technologies. However, for retailers to maximise the potential of these tech investments, it’s essential to ensure exceptional experiences for both customers and employees. How do you see the role of Chief Information Officers (CIOs) evolving in retail organisations? In the retail sector, a significant majority (85 per cent) of IT decision makers (ITDMs) and business decision makers (BDMs) recognise the growing importance of IT within the C-Suite. As IT leaders gain prominence, particularly Chief Information Officers (CIOs), there is a transition from being technology leaders to becoming business enablers. CIOs are now tasked with understanding the business’s ambitions, identifying technologies that advance organisational goals, and ensuring that implemented systems meet employee expectations. The study highlights that IT leaders are turning to observability tools, with 98 per cent agreeing that unified observability is crucial (58 per cent say critically important) to stay competitive and deliver a seamless Digital Experience (DEX). What trends do you anticipate in the retail industry in retail sector? Today’s shoppers skate between sites, apps, and physical stores to make their purchases. This has made IT more complex for retailers as they scramble to provide the same premier service across every touchpoint. In the year ahead, we must expect further blending of physical and digital experiences for shoppers. This will make it essential for retailers to invest in developing their ability to analyse the entire user journey, optimise process flows, and personalise experiences. Those that do this will be able to meet and exceed customer expectations, leading to improved brand loyalty and higher customer retention rates. Ramzi Bsaibes, Regional Sales Director, Gulf Region, Riverbed Technology “The immediate consequence of poor Digital Experience (DEX) for retailers is staff attrition, which can negatively impact in- store and backend operations”Next >