Irrespective of industry or size, the empowerment that digital transformation brings has become a necessity for all businesses worldwide.

In the face of new customer demands, businesses have shown remarkable adaptability, embracing a new, modern, and innovative working landscape. This resilience has led to an increased use of cloud and automation tools by IT Solution Providers. Incorporating automation tools such as AI (including generative AI, responsible AI, and edge AI), blockchain, and NFTs will further bolster businesses, transforming their operations, enhancing customer experience, and maintaining a competitive edge.

Capitalizing on automation tools

Automation, from hyper-automation to generative AI, responsible AI, and edge AI, is a hot topic, adding to it the entry of DeepSeek and kimi.ai, making the race to a more modern technology interesting. Today, product and service offerings in the automation space come in all ‘shapes and flavors,’ depending on whether you are a small, medium, or micro enterprise (SMME) or a large-scale enterprise.

When considering automation, many may reflect on how the COVID-19 pandemic catalyzed the need for the global workforce to adapt to a ‘new normal.’ The results of this shift are still visible in the post-pandemic era in terms of how we work and collaborate. Subsequently, the pandemic has also impacted consumer behavior and how customers experience products and services.

We are now seeing an increasing number of digital-native organizations that combine a human and digital workforce. These organizations are emerging due to increased cloud adoption, which has become standard for large and small-scale enterprises. These organizations can now incorporate empowered workflows, best practices, and artificial intelligence (AI).

However, a defining differentiator is how well these organizations (and employees) use automation tools and technologies when engaging with suppliers and consumers. This is the cornerstone of a business’s staying relevant and competitive.

The evolution of automation tools

Although already entrenched in many businesses, one key technology platform in digital transformation is the adoption of cloud computing, which often offers state-of-the-art digital capabilities bundled as a standard offering. In the future, we will see the convergence of various cloud types (like PaaS, SaaS, and IaaS, among others) into hyper-digital-industry-specific cloud platforms.

This is foundational for building any digital business, with digital businesses incorporating a combination of digital technology and operating models, including DataOps and ModelOps, related to AI for accelerated development and delivery of products and services.

Additionally, automation tools now leverage real-time analytics and AI-driven insights to enhance business decision-making. Powered by AI, predictive analytics enables companies to anticipate market trends, streamline supply chains, and improve customer service through personalized experiences.

For example, e-commerce platforms increasingly use AI-driven chatbots and virtual assistants to provide customers with 24/7 support, reducing response times and enhancing customer satisfaction. Integrating automation tools into enterprise resource planning (ERP) systems is also helping businesses automate their financial operations, manage risk, and comply with regulatory requirements.

Automation innovations on the horizon

Looking forward, non-fungible tokens (NFTs) and the Metaverse are predicted to cause even more of a stir in the tech industry and continue to give rise to new products and offerings. These technologies will change customer behavior and impact how companies enter the market and serve their customers.

An example of how businesses can capitalize on these technologies and generate alternative income streams is by creating virtual experiences and events that have the potential to reach a global audience.

For example, companies can use NFTs during such events to incentivize consumer behavior with exclusive access to virtual experiences. This changes how businesses interact with their clients and increases a company’s potential to reach and appeal to new markets and a broader audience.

Furthermore, the Metaverse allows companies to find new ways to confirm and verify digital identities. Businesses can use NFTs to establish verifiable digital identities. This dramatically decreases the chances of fraud and helps companies prove that their customers are who they claim they are.

Another automation innovation is ‘digital humans’—interactive, AI-driven representations with some of a human’s characteristics, personality, knowledge, and mindset. A digital human can be deployed across any environment, such as having a virtual date in the Metaverse.

The digital twin also plays a key role in business. With developments in AI/machine learning (ML) and the advancement of advanced analytics, we will move from a single view of the customer to a digital twin of the customer.

In a practical business context, this will enable organizations to interpret the customer better since it goes beyond knowing the customer to predict and prescribe their behavior. While a digital twin of the customer may take three to five years or more to become mainstream, there is no arguing that its impact will be decisive.

Blockchain – constantly clinching the top spot

Blockchain technology continues to emerge as the best-performing automation tool over the years. Just a few years back, blockchain was considered a promising solution with limited mainstream use cases, while today, it is not limited to cryptos but also NFTs and the Metaverse.

Blockchain is not just limited to cryptocurrencies. It is also a promising solution for decentralized identity (DCI). As consumers become more aware and demanding about their cyber identity and credentials, we anticipate seeing the use of DCI go mainstream. DCI, enabled by blockchain, could revolutionize how we manage and protect our digital identities, offering a more secure and user-centric approach to identity management.

Many developing economies across Africa and Asia are benefiting from the digital economy. Apart from crypto, we are witnessing increased usage of digital wallets and paperless monetary transactions. Quite often, these ecosystems leverage the power of blockchain.

In addition, blockchain enhances supply chain transparency by enabling businesses to track products from their origin to the end consumer. This is particularly useful in industries such as pharmaceuticals, agriculture, and luxury goods, where authenticity and compliance are critical. Companies also use smart contracts—self-executing contracts with the terms directly written into code—to automate business agreements and reduce transaction costs.

Preparing for the digital future

In the digital era, continuous learning is not just a choice but a necessity. Digital transformation is causing a significant shift in how businesses conduct their operations, prompting organizations to adapt and thrive in today’s digital landscape. A big part of this transformation involves equipping employees with the necessary knowledge and skills to use new technologies effectively and support the businesses’ digital goals.

Organizations must be proactive in preparing for digital transformation, as this will ensure efficiency, productivity, and overall business success.

Cybersecurity is a key consideration in the digital era. Businesses adopting automation, cloud computing, and blockchain must prioritize cybersecurity measures to protect sensitive data and prevent cyber threats. Cyber resilience should be a top priority, with organizations investing in zero-trust architecture, multi-factor authentication, and AI-driven threat detection systems.

Additionally, fostering a culture of continuous learning is crucial. With technology evolving rapidly, businesses must encourage upskilling and reskilling programs for their workforce. Offering online training, certifications, and workshops on AI, blockchain, and automation tools will help employees stay ahead of technological advancements and contribute effectively to the digital transformation journey.

Ultimately, businesses that embrace digital transformation, invest in automation tools, and prioritize cybersecurity will stay competitive, resilient, and future-ready. The convergence of AI, blockchain, and cloud computing is not just a trend but a fundamental shift in how businesses operate, and those who adapt quickly will lead the way in the digital economy.

Sarthak Rohal – Sr. Vice President, Product Team

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