Ajay Srivastava
Head-IT -  HFCL

Key Priorities of 2020
We are excited to adopt these technologies, empowering the enterprise - Robotics Process Automation (RPA), Artificial Intelligence (AI), Machine Learning (ML), Industrial Internet of Things (IIoT), Analytics, Enterprise Mobility.

Combining Breakthrough & Fusion approach
There are two possible approaches, either a company can invest in developments that replaces an older generation of technology—the “breakthrough” approach—or it can focus on combining existing technologies into hybrid technologies—the “technology fusion” approach. The former is a linear, step-by-step strategy of technology substitution like the semiconductor replaced the vacuum tube, the CD replaced the record album. Technology fusion, on the other hand, is nonlinear, complementary, and cooperative. It blends incremental technical improvements from several previously separate fields of technology to create products that revolutionize markets.

Cyber Security 
As innovation explodes into every area of our lives, cyber security is providing a glue that can enable the good and disable the bad for implementing cutting-edge innovation as well as reducing risk from older vulnerabilities. We also see cyber security to continue as the top priority for Chief Information Security Officers (CISOs) in 2020, just as it has been for most of the past decade. But even as cyber security solutions offer a way forward to ensure privacy protections are workable and effective, most people see the data breaches, ransomware, identity theft, denial-of-service attacks and other cyber attacks as proof that cyber security has not become the saviour, for new innovations.

Achieving Digitalization  
A digitally connected India can help in improving the social and economic condition of people through development of non-agricultural economic activities apart from providing access to education, health and financial services. It can play a key role in macro-economic factors such as GDP growth, employment generation, labour productivity, growth in a number of businesses and control revenue leakages for the Government.

“An outstanding customer experience is one that keeps customers coming back, while spreading the word about their experience. One of the ways to make sure your customers are completely satisfied is to give the employees the resources and authority to deliver on the promise of excellent service. 

Customer service trends in coming years:
The ‘M’ factor using smart phones.
Customers will contact thru social media.
Intelligent self-service tools - AI (artificial intelligence) based chatbots to replace manual queries.
Machine learning can change the whole customer experience.”