Accelerate Your Digital Transformation With Packaged Business Services

Meinolf Kaimann

From industry publications to TED Talks, it seems that people everywhere are talking about digitalization as the next big thing. Here’s a little secret, though: Digitalization isn’t coming. It’s already here.

Disruptive technological advances are shaking up businesses and markets. Although you may be expecting to do battle with your traditional competition, digitalization is making it easier for previously unseen challengers to sneak up and steal your market share. Just ask the competitors to Netflix, Airbnb, and Uber.

To avoid this fate, companies need to embrace new strategies that will help them speed their digital transformation. Meeting this goal requires partnerships with service providers that will support a laser focus on business outcomes while realizing quick wins that will help transform your enterprise. Skilled partners can help their clients save money, freeing up funds to allow companies to adopt additional innovation and unleash new business value. It’s a proven formula for maximum value, minimum risk, and rapid success.

Not all service providers are created equal

How can you choose the right service provider? Look for organizations offering services that act as accelerators, such as industrialized services, to deliver value faster. Most providers use product development as a starting point and adjust their services and processes to meet customer needs. Instead, select services that begin with best practices and proven processes that are designed for your specific industry. In other words, the center of the effort should always be your success, not the vendor’s convenience.

Predefined service packages that are based on best practices, methodologies, and tools can help you jump-start your digital transformation. When structured this way, these service packages also enable providers to systematize on service content and quality. This standardization is likely to provide consistent, positive business outcomes no matter which consultant is assigned to your initiative.

You should be able to tailor these reusable, renewable service packages to your organizational structures and preferred delivery methods. More important, each service offering should have a clear, outcome-driven scope, address the different phases of your transformation, and be delivered quickly and cost-effectively.

Industry expertise and benchmarks reveal progress

Most organizations can also benefit from a model company approach that defines the majority of processes for each industry or line of business. By combining best practices with integrated end-to-end processes, a model company approach not only acts as an accelerator, but also frees consultants to focus on any missing pieces identified during a fit-gap analysis. The expertise gathered from other customer implementation experiences helps your provider implement the latest innovations while sharply reducing implementation complexity, time, and cost.

Finally, keep in mind that it can be highly advantageous to include your software vendor in the search for services that accelerate digital transformation. Involving the vendor early in internal innovation initiatives can help you identify, prioritize, and refine ideas. With extensive knowledge of current industry best practices and familiarity with other deployments, the vendor can offer insight and recommendations that help pave the way for a successful transformation.

A software provider that supports your solution well beyond implementation is highly motivated to help your deployment succeed throughout the life of the software. This ongoing engagement provides the vendor with the opportunity – and privilege – to guide you through current and future transformations.

The importance of this customer vote of confidence cannot be overstated. Unlike a system integrator that considers your digital transformation a limited-term “project,” a software vendor views your success as a reflection on the value of the solutions and services delivered. What’s more, your software vendor can also help measure, assess, and analyze your outcomes compared with other customers, offering insight you can use to benchmark your true digital transformation progress.

Learn more about how SAP Digital Business Services can help you accelerate business opportunities through digital transformation and reduce capital expenditures, risk, and total cost of ownership.

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Meinolf Kaimann

About Meinolf Kaimann

Meinolf Kaimann is vice president, global head value assurance and premium engagements product management at SAP. You can follow him on LinkedIn.

Look! Up In The Cloud! It’s Four Superpowers Your CIO Needs Right Now

Paul Kurchina

Deep down inside, there’s a superhero in all of us waiting to pull out a cape and save the world from annihilation, destruction, and social injustice. The higher the stakes, the stronger the desire to triumph over evil and embrace that all-important “hell yeah” moment.

The escalating threat to business IT architectures is undoubtedly ripe for such a hero. Just one attack, one low-performing application, or one missed update can send shockwaves that can destroy brand reputation, consumer trust, employee engagement, and any ounce of future success.

For CIOs, this is an opportune time to finally pull out that cape and emerge as the defender they always dreamed of becoming. And the cloud is that trusty sidekick ready to help CIOs protect the business and its IT landscape every single day, according to Bas Kamphuis of Amazon Web Services (AWS), where he is general manager, SAP, and Steven Jones of AWS, who is director of SAP Engineering.

“There’s a genuine desire to reduce costs by leveraging the cloud platform to run technology workloads. And while this is true, the single biggest reason why companies are moving is agility and speed. The ability to move from idea to implementation is several orders of magnitude faster in the cloud,” Steven observed during the Webcast “Innovation at Speed Without Constraints with Amazon Web Services,” sponsored by Americas’ SAP Users’ Group (ASUG).

Is it possible to acquire the speed of Quicksilver, the flexibility of Spiderman, and the fierce innovativeness of Iron Man? Bas and Steven shared four cloud-driven superpowers that could convince CIOs to embrace their superhero side.

Superpower #1: Supersonic speed

Increasing the speed of IT innovation can lead to a variety of advantages to the business, both financial and nonfinancial. Companies can gain a first-mover advantage by delivering a service, product, or insight that helps them react to their competition or market shifts, which can later lead to higher market share, new revenue streams, and more efficient ways of running the business.

With access to a portfolio of services, the IT organization can experiment with new ideas and applications in the cloud within minutes, unlike on-premises landscapes where that can take up to 12 weeks. Developers can innovate new applications, integrate solutions, and look at existing technology in different ways – all on one platform. This superpower is especially important to developers because they can bypass the heavy lifting required to build and deploy infrastructure software, services, networking, and data storage before they can even get started.

Superpower #2: Immortality

The ability to evolve and adapt to new technology is a critical part of surviving today’s marketplace of consistent change. In most cases, IT systems form the beating heart of business operations. When a database, solution, or app is not operational, critical processes are stalled. Shipments do not go out. Service agents cannot resolve customer issues. Business leaders cannot access insights to take advantage of an emerging opportunity or address an oncoming risk. Worse, IT security managers cannot detect potential threats to the technology landscape, leaving everyone vulnerable to a cyberattack.

In the cloud, CIOs can ensure that the IT environment is secure and resilient. Trusted advisers continuously monitor the cloud architecture, paying attention to areas that could benefit from further optimization, capabilities that are no longer useful, and security gaps that should be closed. Plus, with access to a global network of servers, IT teams can minimize the risk of system downtime while reducing the cost of managing expensive hardware and software that historically sit idle when new technologies emerge and prove more useful.

Superpower #3: Shape-shifting

Introducing new technologies to an existing landscape presents a variety of challenges that can take upwards of seven years to address. The rigidity and complexity of most IT environments can prove to be a significant barrier to implementation, as well as the need to refine processes and work experiences to take full advantage of the digital investment. Plus, there’s no guarantee that the innovation will deliver value the business needs to be competitive.

When it comes to adapting to an ever-changing business environment, shape-shifting can prove to be an invaluable quality. The cloud provides an infrastructure that is instantly available and highly elastic, which allows businesses to thoroughly examine the value of a new technology with the speed and agility required to keep pace with today’s marketplace. For example, developers can take a digital twin of live technology, apply the innovation to it, and test use cases to determine potential benefits, internal changes required to optimize advantages, and the feasibility of such changes.

Superpower #4: X-ray vision

CIOs and their IT function are by far the best stewards when it comes to recognizing, understanding, and communicating the value that technology tools offer. However, the sheer number and range of available solutions and implementation options can be overwhelming. It’s time for CIOs to gain the X-ray vision needed to look past the sales pitches and market confusion to see which investments can address business needs well into the future.

IT teams can leverage a highly automated production deployment that allows them to migrate an on-premises application running on any database to the cloud to examine a future version of the desired IT landscape. New processes, procedures, enhancement, and tools can be considered, refined, and tested to gain a crystal-clear picture of how modern digital approaches can help the business achieve its objectives.

Grab your cape in the cloud: Become the superhero your business needs

Superheroes always begin their story from humble beginnings, but it only takes one moment to turn them into a champion that people revere and trust. For CIOs and the IT organization, the cloud is that moment – a shift from keeping operations running to an innovator that moves the company towards future success.

Learn how CIOs and IT teams from Brooks Brothers, Lockheed Martin, Fairfax Media, BP, and Zappos find their inner superhero with Amazon Web Services and SAP technology. Watch the replay of the Americas’ SAP Users’ Group (ASUG) Webcast Innovation at Speed Without Constraints with Amazon Web Services,” featuring Bas Kamphuis, general manager at Amazon, and Steven Jones, director of SAP Engineering at Amazon.

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Paul Kurchina

About Paul Kurchina

Paul Kurchina is a community builder and evangelist with the Americas’ SAP Users Group (ASUG), responsible for developing a change management program for ASUG members.

Connected Environments Will Not Work Without Accurate Asset Master Data

Pamela Dunn

Manufacturers are beginning to use machine intelligence, smart sensors, and the Internet of Things (IoT) to create connected environments. There is broad consensus that transitioning to this type of advanced digital infrastructure will help improve visibility into process functions and allow algorithms and processing power to play bigger roles in optimizing the real-time health of critical assets.

“We are at the beginning of this smart machine journey,” says Dean Fitt, SAP solutions manager for enterprise asset management and plant maintenance. “People want to move from reactive maintenance to predictive maintenance. Sensors and other maintenance technologies have been around awhile, but they are being put together in new ways to transform how we maintain these environments.”

Some companies are tackling these challenges by using software, sensors, drives, and controllers to automate existing assets. This approach allows them to extend the useful life of 50-year-old hydraulic presses and hundred-year-old steam engines, for example. It also preserves more funds for situations where buying new assets is the best or only option for adding needed capabilities.

Master data management is essential for real process improvement

Being able to predict when asset maintenance is required is one of the biggest advantages offered by connected environments and IoT. But predictive analytics require both real-time data and detailed records of each facility’s as-built assets.

Ideally, this information, which includes a number of data types, would be defined as master data objects to ensure consistency across enterprise systems and processes. But capturing and standardizing data from disparate systems, digital formats, and hardcopy documents is often a low priority for project teams when they are focused on bringing new assets online.

“The master data is crucial,” says Fitt. “It is the foundation for everything. If you do not have a good foundation, you are building on quicksand.”

That is why organizations should treat master data management as a core function whenever they adopt, maintain, or automate any new or existing assets. Governance, controls, and workflows are essential for using asset data to minimize downtime, enable real-time decision-making, and increase process and worker productivity.

“Technology alone will not ensure accurate data,” says Peter Aynsley-Hartwell, chief technology officer for Utopia Global, Inc., a global data solutions company that focuses on information management. “A lot of people have information they do not trust. As soon as that happens, they begin making incorrect or poor decisions or no decisions at all. And they lose the opportunity to achieve a huge benefit from the information they have.”

Connected environments require a consistent and proactive strategy

As technology continues to evolve, manufacturing processes are likely to become more reliant on machine learning and artificial intelligence. Some manufacturers, distributors, and service companies will probably use processing, logic, and networking to continuously monitor and improve the quality and reliability of their assets.

“We may see some of these concepts make their way into our day-to-day manufacturing operations,” says Aynsley-Hartwell. “Perhaps when we have self-driving cars, they will diagnose and drive themselves to the service provider on their own initiative.”

A simple self-driving system is already in service in Australia, Aynsley-Hartwell notes. Rio Tinto, a British mining company, uses 73 416-ton trucks to haul ore along a fixed route. The vehicles are driverless and use GPS units, radars, and sensors to work 24 hours a day while saving the company 15% on overhead costs.

These technologies are evolving quickly, and numerous companies are working on making their assets more autonomous and “smart.” But none of these optimistic visions of the future will be realized without an effective strategy for acquiring and managing vast amounts of data.

Want to learn more? Listen to the SAPRadio show, “The Next Big Thing in Plan Operations: Intelligent Machines and Networks,” and check @SAPPartnerBuild on Twitter.

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More Than Noise: Digital Trends That Are Bigger Than You Think

By Maurizio Cattaneo, David Delaney, Volker Hildebrand, and Neal Ungerleider

In the tech world in 2017, several trends emerged as signals amid the noise, signifying much larger changes to come.

As we noted in last year’s More Than Noise list, things are changing—and the changes are occurring in ways that don’t necessarily fit into the prevailing narrative.

While many of 2017’s signals have a dark tint to them, perhaps reflecting the times we live in, we have sought out some rays of light to illuminate the way forward. The following signals differ considerably, but understanding them can help guide businesses in the right direction for 2018 and beyond.

When a team of psychologists, linguists, and software engineers created Woebot, an AI chatbot that helps people learn cognitive behavioral therapy techniques for managing mental health issues like anxiety and depression, they did something unusual, at least when it comes to chatbots: they submitted it for peer review.

Stanford University researchers recruited a sample group of 70 college-age participants on social media to take part in a randomized control study of Woebot. The researchers found that their creation was useful for improving anxiety and depression symptoms. A study of the user interaction with the bot was submitted for peer review and published in the Journal of Medical Internet Research Mental Health in June 2017.

While Woebot may not revolutionize the field of psychology, it could change the way we view AI development. Well-known figures such as Elon Musk and Bill Gates have expressed concerns that artificial intelligence is essentially ungovernable. Peer review, such as with the Stanford study, is one way to approach this challenge and figure out how to properly evaluate and find a place for these software programs.

The healthcare community could be onto something. We’ve already seen instances where AI chatbots have spun out of control, such as when internet trolls trained Microsoft’s Tay to become a hate-spewing misanthrope. Bots are only as good as their design; making sure they stay on message and don’t act in unexpected ways is crucial.

This is especially true in healthcare. When chatbots are offering therapeutic services, they must be properly designed, vetted, and tested to maintain patient safety.

It may be prudent to apply the same level of caution to a business setting. By treating chatbots as if they’re akin to medicine or drugs, we have a model for thorough vetting that, while not perfect, is generally effective and time tested.

It may seem like overkill to think of chatbots that manage pizza orders or help resolve parking tickets as potential health threats. But it’s already clear that AI can have unintended side effects that could extend far beyond Tay’s loathsome behavior.

For example, in July, Facebook shut down an experiment where it challenged two AIs to negotiate with each other over a trade. When the experiment began, the two chatbots quickly went rogue, developing linguistic shortcuts to reduce negotiating time and leaving their creators unable to understand what they were saying.

Do we want AIs interacting in a secret language because designers didn’t fully understand what they were designing?

The implications are chilling. Do we want AIs interacting in a secret language because designers didn’t fully understand what they were designing?

In this context, the healthcare community’s conservative approach doesn’t seem so farfetched. Woebot could ultimately become an example of the kind of oversight that’s needed for all AIs.

Meanwhile, it’s clear that chatbots have great potential in healthcare—not just for treating mental health issues but for helping patients understand symptoms, build treatment regimens, and more. They could also help unclog barriers to healthcare, which is plagued worldwide by high prices, long wait times, and other challenges. While they are not a substitute for actual humans, chatbots can be used by anyone with a computer or smartphone, 24 hours a day, seven days a week, regardless of financial status.

Finding the right governance for AI development won’t happen overnight. But peer review, extensive internal quality analysis, and other processes will go a long way to ensuring bots function as expected. Otherwise, companies and their customers could pay a big price.

Elon Musk is an expert at dominating the news cycle with his sci-fi premonitions about space travel and high-speed hyperloops. However, he captured media attention in Australia in April 2017 for something much more down to earth: how to deal with blackouts and power outages.

In 2016, a massive blackout hit the state of South Australia following a storm. Although power was restored quickly in Adelaide, the capital, people in the wide stretches of arid desert that surround it spent days waiting for the power to return. That hit South Australia’s wine and livestock industries especially hard.

South Australia’s electrical grid currently gets more than half of its energy from wind and solar, with coal and gas plants acting as backups for when the sun hides or the wind doesn’t blow, according to ABC News Australia. But this network is vulnerable to sudden loss of generation—which is exactly what happened in the storm that caused the 2016 blackout, when tornadoes ripped through some key transmission lines. Getting the system back on stable footing has been an issue ever since.

Displaying his usual talent for showmanship, Musk stepped in and promised to build the world’s largest battery to store backup energy for the network—and he pledged to complete it within 100 days of signing the contract or the battery would be free. Pen met paper with South Australia and French utility Neoen in September. As of press time in November, construction was underway.

For South Australia, the Tesla deal offers an easy and secure way to store renewable energy. Tesla’s 129 MWh battery will be the most powerful battery system in the world by 60% once completed, according to Gizmodo. The battery, which is stationed at a wind farm, will cover temporary drops in wind power and kick in to help conventional gas and coal plants balance generation with demand across the network. South Australian citizens and politicians largely support the project, which Tesla claims will be able to power 30,000 homes.

Until Musk made his bold promise, batteries did not figure much in renewable energy networks, mostly because they just aren’t that good. They have limited charges, are difficult to build, and are difficult to manage. Utilities also worry about relying on the same lithium-ion battery technology as cellphone makers like Samsung, whose Galaxy Note 7 had to be recalled in 2016 after some defective batteries burst into flames, according to CNET.

However, when made right, the batteries are safe. It’s just that they’ve traditionally been too expensive for large-scale uses such as renewable power storage. But battery innovations such as Tesla’s could radically change how we power the economy. According to a study that appeared this year in Nature, the continued drop in the cost of battery storage has made renewable energy price-competitive with traditional fossil fuels.

This is a massive shift. Or, as David Roberts of news site Vox puts it, “Batteries are soon going to disrupt power markets at all scales.” Furthermore, if the cost of batteries continues to drop, supply chains could experience radical energy cost savings. This could disrupt energy utilities, manufacturing, transportation, and construction, to name just a few, and create many opportunities while changing established business models. (For more on how renewable energy will affect business, read the feature “Tick Tock” in this issue.)

Battery research and development has become big business. Thanks to electric cars and powerful smartphones, there has been incredible pressure to make more powerful batteries that last longer between charges.

The proof of this is in the R&D funding pudding. A Brookings Institution report notes that both the Chinese and U.S. governments offer generous subsidies for lithium-ion battery advancement. Automakers such as Daimler and BMW have established divisions marketing residential and commercial energy storage products. Boeing, Airbus, Rolls-Royce, and General Electric are all experimenting with various electric propulsion systems for aircraft—which means that hybrid airplanes are also a possibility.

Meanwhile, governments around the world are accelerating battery research investment by banning internal combustion vehicles. Britain, France, India, and Norway are seeking to go all electric as early as 2025 and by 2040 at the latest.

In the meantime, expect huge investment and new battery innovation from interested parties across industries that all share a stake in the outcome. This past September, for example, Volkswagen announced a €50 billion research investment in batteries to help bring 300 electric vehicle models to market by 2030.

At first, it sounds like a narrative device from a science fiction novel or a particularly bad urban legend.

Powerful cameras in several Chinese cities capture photographs of jaywalkers as they cross the street and, several minutes later, display their photograph, name, and home address on a large screen posted at the intersection. Several days later, a summons appears in the offender’s mailbox demanding payment of a fine or fulfillment of community service.

As Orwellian as it seems, this technology is very real for residents of Jinan and several other Chinese cities. According to a Xinhua interview with Li Yong of the Jinan traffic police, “Since the new technology has been adopted, the cases of jaywalking have been reduced from 200 to 20 each day at the major intersection of Jingshi and Shungeng roads.”

The sophisticated cameras and facial recognition systems already used in China—and their near–real-time public shaming—are an example of how machine learning, mobile phone surveillance, and internet activity tracking are being used to censor and control populations. Most worryingly, the prospect of real-time surveillance makes running surveillance states such as the former East Germany and current North Korea much more financially efficient.

According to a 2015 discussion paper by the Institute for the Study of Labor, a German research center, by the 1980s almost 0.5% of the East German population was directly employed by the Stasi, the country’s state security service and secret police—1 for every 166 citizens. An additional 1.1% of the population (1 for every 66 citizens) were working as unofficial informers, which represented a massive economic drain. Automated, real-time, algorithm-driven monitoring could potentially drive the cost of controlling the population down substantially in police states—and elsewhere.

We could see a radical new era of censorship that is much more manipulative than anything that has come before. Previously, dissidents were identified when investigators manually combed through photos, read writings, or listened in on phone calls. Real-time algorithmic monitoring means that acts of perceived defiance can be identified and deleted in the moment and their perpetrators marked for swift judgment before they can make an impression on others.

Businesses need to be aware of the wider trend toward real-time, automated censorship and how it might be used in both commercial and governmental settings. These tools can easily be used in countries with unstable political dynamics and could become a real concern for businesses that operate across borders. Businesses must learn to educate and protect employees when technology can censor and punish in real time.

Indeed, the technologies used for this kind of repression could be easily adapted from those that have already been developed for businesses. For instance, both Facebook and Google use near–real-time facial identification algorithms that automatically identify people in images uploaded by users—which helps the companies build out their social graphs and target users with profitable advertisements. Automated algorithms also flag Facebook posts that potentially violate the company’s terms of service.

China is already using these technologies to control its own people in ways that are largely hidden to outsiders.

According to a report by the University of Toronto’s Citizen Lab, the popular Chinese social network WeChat operates under a policy its authors call “One App, Two Systems.” Users with Chinese phone numbers are subjected to dynamic keyword censorship that changes depending on current events and whether a user is in a private chat or in a group. Depending on the political winds, users are blocked from accessing a range of websites that report critically on China through WeChat’s internal browser. Non-Chinese users, however, are not subject to any of these restrictions.

The censorship is also designed to be invisible. Messages are blocked without any user notification, and China has intermittently blocked WhatsApp and other foreign social networks. As a result, Chinese users are steered toward national social networks, which are more compliant with government pressure.

China’s policies play into a larger global trend: the nationalization of the internet. China, Russia, the European Union, and the United States have all adopted different approaches to censorship, user privacy, and surveillance. Although there are social networks such as WeChat or Russia’s VKontakte that are popular in primarily one country, nationalizing the internet challenges users of multinational services such as Facebook and YouTube. These different approaches, which impact everything from data safe harbor laws to legal consequences for posting inflammatory material, have implications for businesses working in multiple countries, as well.

For instance, Twitter is legally obligated to hide Nazi and neo-fascist imagery and some tweets in Germany and France—but not elsewhere. YouTube was officially banned in Turkey for two years because of videos a Turkish court deemed “insulting to the memory of Mustafa Kemal Atatürk,” father of modern Turkey. In Russia, Google must keep Russian users’ personal data on servers located inside Russia to comply with government policy.

While China is a pioneer in the field of instant censorship, tech companies in the United States are matching China’s progress, which could potentially have a chilling effect on democracy. In 2016, Apple applied for a patent on technology that censors audio streams in real time—automating the previously manual process of censoring curse words in streaming audio.

In March, after U.S. President Donald Trump told Fox News, “I think maybe I wouldn’t be [president] if it wasn’t for Twitter,” Twitter founder Evan “Ev” Williams did something highly unusual for the creator of a massive social network.

He apologized.

Speaking with David Streitfeld of The New York Times, Williams said, “It’s a very bad thing, Twitter’s role in that. If it’s true that he wouldn’t be president if it weren’t for Twitter, then yeah, I’m sorry.”

Entrepreneurs tend to be very proud of their innovations. Williams, however, offers a far more ambivalent response to his creation’s success. Much of the 2016 presidential election’s rancor was fueled by Twitter, and the instant gratification of Twitter attracts trolls, bullies, and bigots just as easily as it attracts politicians, celebrities, comedians, and sports fans.

Services such as Twitter, Facebook, YouTube, and Instagram are designed through a mix of look and feel, algorithmic wizardry, and psychological techniques to hang on to users for as long as possible—which helps the services sell more advertisements and make more money. Toxic political discourse and online harassment are unintended side effects of the economic-driven urge to keep users engaged no matter what.

Keeping users’ eyeballs on their screens requires endless hours of multivariate testing, user research, and algorithm refinement. For instance, Casey Newton of tech publication The Verge notes that Google Brain, Google’s AI division, plays a key part in generating YouTube’s video recommendations.

According to Jim McFadden, the technical lead for YouTube recommendations, “Before, if I watch this video from a comedian, our recommendations were pretty good at saying, here’s another one just like it,” he told Newton. “But the Google Brain model figures out other comedians who are similar but not exactly the same—even more adjacent relationships. It’s able to see patterns that are less obvious.”

A never-ending flow of content that is interesting without being repetitive is harder to resist. With users glued to online services, addiction and other behavioral problems occur to an unhealthy degree. According to a 2016 poll by nonprofit research company Common Sense Media, 50% of American teenagers believe they are addicted to their smartphones.

This pattern is extending into the workplace. Seventy-five percent of companies told research company Harris Poll in 2016 that two or more hours a day are lost in productivity because employees are distracted. The number one reason? Cellphones and texting, according to 55% of those companies surveyed. Another 41% pointed to the internet.

Tristan Harris, a former design ethicist at Google, argues that many product designers for online services try to exploit psychological vulnerabilities in a bid to keep users engaged for longer periods. Harris refers to an iPhone as “a slot machine in my pocket” and argues that user interface (UI) and user experience (UX) designers need to adopt something akin to a Hippocratic Oath to stop exploiting users’ psychological vulnerabilities.

In fact, there is an entire school of study devoted to “dark UX”—small design tweaks to increase profits. These can be as innocuous as a “Buy Now” button in a visually pleasing color or as controversial as when Facebook tweaked its algorithm in 2012 to show a randomly selected group of almost 700,000 users (who had not given their permission) newsfeeds that skewed more positive to some users and more negative to others to gauge the impact on their respective emotional states, according to an article in Wired.

As computers, smartphones, and televisions come ever closer to convergence, these issues matter increasingly to businesses. Some of the universal side effects of addiction are lost productivity at work and poor health. Businesses should offer training and help for employees who can’t stop checking their smartphones.

Mindfulness-centered mobile apps such as Headspace, Calm, and Forest offer one way to break the habit. Users can also choose to break internet addiction by going for a walk, turning their computers off, or using tools like StayFocusd or Freedom to block addictive websites or apps.

Most importantly, companies in the business of creating tech products need to design software and hardware that discourages addictive behavior. This means avoiding bad designs that emphasize engagement metrics over human health. A world of advertising preroll showing up on smart refrigerator touchscreens at 2 a.m. benefits no one.

According to a 2014 study in Cyberpsychology, Behavior and Social Networking, approximately 6% of the world’s population suffers from internet addiction to one degree or another. As more users in emerging economies gain access to cheap data, smartphones, and laptops, that percentage will only increase. For businesses, getting a head start on stopping internet addiction will make employees happier and more productive. D!


About the Authors

Maurizio Cattaneo is Director, Delivery Execution, Energy, and Natural Resources, at SAP.

David Delaney is Global Vice President and Chief Medical Officer, SAP Health.

Volker Hildebrand is Global Vice President for SAP Hybris solutions.

Neal Ungerleider is a Los Angeles-based technology journalist and consultant.


Read more thought provoking articles in the latest issue of the Digitalist Magazine, Executive Quarterly.

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Death Of An IT Salesman

Jesper Schleimann

As software shifts from supporting the strategy to becoming the strategy of most companies, the relationship and even the sales process between the vendor side and the customer side in the IT industry is subsequently also undergoing some remarkable changes. The traditional IT salesman is an endangered species.

I recently had the pleasure of participating in a workshop with one of Scandinavia’s largest companies to create new business models in the company’s operations business area. As an IT vendor, we worked with the customer in an open process using the design thinking methodology—a creative process in which we jointly visualized, defined, and solidified how new flows of data can change business processes and their business models.

By working with “personas” relevant to their business, we could better understand how technology can help different roles in the involved departments deliver their contributions faster and more efficiently. The scope was completely open. We put our knowledge and experience with technological opportunities in parallel with the company’s own knowledge of the market, processes, and business.

The results may trigger a sale of software from our side at a point, but we do not know exactly which solution—or even if it will happen. What we did do was innovate together and better understand our customer’s future and viable routes to success. Such is the reality of the strategic work of digitizing here on the verge of year 2018.

Solution selling is not enough

In my view, the transgressive nature of technology is radically changing the way businesses and the sales process works. The IT industry—at least parts of it—must focus on completely different types of collaboration with the customer.

Historically, the sales process has already realized major changes. In the past, you’d find a product-fixated “used-car-sales” approach, which identified the characteristics of the box or solution and left it to the customer to find the hole in the cheese. Since then, a generation of IT key account managers learned “solution selling,” with a sharp focus on finding and defining a “pain point” at the customer and then position the solution against this. But today, even that approach falls short.

Endangered species

The challenge is that software solutions now support the formation of new, yet unknown business models. They transverse processes and do not respect silo borders within organizations. Consequently, businesses struggle to define a clear operational road. Top management faces a much broader search of potential for innovation. The creation of a compelling vision itself requires a continuous and comprehensive study of what digitization can do for the value chain and for the company’s ecosystem.

Vendors abandon their customers if they are too busy selling different tools and platforms without entering into a committed partnership to create the new business model. Therefore, the traditional IT salesperson, preoccupied with their own goals, is becoming an endangered species. The customer-driven process requires even key account managers to dig deep and endeavor to understand the customer’s business. The best in the IT industry will move closer to the role of trusted adviser, mastering the required capabilities and accepting the risks and rewards that follow.

Leaving the comfort zone

This obviously has major consequences for the sales culture in the IT industry. Reward mechanisms and incentive structures need to be reconsidered toward a more behavioral incentive. And the individual IT salesperson is going on a personal journey, as the end goal is no longer to close an order, but to create visions and deliver value in partnership with the customer and to do so in an ever-changing context, where the future is volatile and unpredictable.

A key account manager is the customer’s traveling companion. Do not expect to be able to reduce complexity and stay in your comfort zone and not be affected by this change. Vendors should think bigger, and as an IT salesperson, you need to show your ability for transformational thinking. Everyone must be prepared to take the first baby steps, but there will definitely also be some who cannot handle the change. Disruption is not just something you, as a vendor, deliver to a customer. The noble art of being a digital vendor is facing some serious earthquakes.

For more on how tech innovation is disrupting traditional business models, see Why You Should Consider Disrupting Your Own Business.

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Jesper Schleimann

About Jesper Schleimann

Chief Technology Officer, Nordic & Baltic region

In his role as Nordic CTO, Jesper’s mission is to help customers unlock their business potential by simplifying their digital transformation. Jesper has a Cand.polit. from the University of Copenhagen as well as an Executive MBA from Copenhagen Business School.