A transaction is a series of events. Every time a credit card is swiped, you execute a series of events triggered by data at each point of the chain. The same is true for other activities, including e-commerce, stock trading, a swift payment. IDC predicts 40 zettabytes of data will be created in 2019. By 2025, this will balloon to 175 zettabytes.
More data is good because it will help create deeper insight.
However, as organisations execute their big data strategies, they quickly discover that rising volume, accelerating speed at which data is created, and growing expectation for decisions to be made as a result of this data has the potential to strain existing systems, unless organisations have in place a data management architecture designed fit for purpose.
How data movement influences CX
“To create the desired customer experience requires a lot of data moving around to serve the enterprise and customers, in a way that generates differentiated customer experience,” said Les Rechan, CEO of Solace.
Rechan believed that in order to deliver that differentiated customer experience, the enterprise must be able to grab data from different systems, including most recently Internet of Things (IoT) devices and sensors.
“Data movement really helps you deliver that superior customer experience. It lets you listen to you customers. It allows you to personalise an offer, create a more engaging interaction with your customer, it enables you to expand the value you deliver,” he added.
Challenge and opportunity
However, for many organisations, the environment has become an increasingly complex and interconnected jumble of systems and processes.
“You're dealing with hybrid cloud, multi-cloud, distributed microservices, IoT applications and applications that are deployed on-premise. Then you also got your SaaS applications. All these different applications and systems need to connect. This is where we very much support open systems, open protocols because you have different applications use different protocols,” he cautioned.
The complexity has the potential to allow for errors and missteps to occur.
He pointed out that in such an environment, there is no room for data lost even as the organisation embraces omnichannel engagements or deploys IoT in the retail store or the factory.
“You need data smart data movement capabilities. Integration is also as important as applications because if you can't integrate them together and then extend them out to your ecosystem you're not going to be as successful as you could be,” he cautioned.
He refers to all these as the opportunity and the challenge.
“In the past, things were more of a request-reply. Things were slow, batch-processed, point-to-point. In the future things (events) will move around in real-time. In the next four or five years, most of the transaction you're going to do are going to require an event-driven approach, so the additional challenge is building up those skill sets you to need for that new platform,” concluded Rechan.