Open-Source technologies are driving strategies that enable seamless digital experiences on the cloud, resulting in unparalleled customer engagement and operational excellence. These technologies form the foundation for scalable, customizable, and cost-effective solutions in the cloud, says Ahmad Saad – Country Manager, UAE & Qatar for Liferay, an open-source company that provides free documentation and paid professional service to users of its software.
In an exclusive interview with Global Business Magazine, he says Open-source software and tools provide cost-effective alternatives to proprietary solutions. Open-source technologies adhere to open standards, ensuring seamless interoperability across different systems and applications, thereby creating a unified digital ecosystem that enhances customer experiences. Organizations can allocate more resources to enhance customer experiences and operational efficiencies.
The Open-source projects, with their collaborative developer communities, also drive innovation and reliability and paired with cloud computing, they enable cost-effective scalability to meet varying customer demands.
“The Open-source software enjoys a large user base, resulting in the rapid identification and patching of vulnerabilities that enhance overall security, and instil customer confidence. Many Open-source cloud-native technologies, such as containers (e.g. Docker), orchestration (e.g. Kubernetes), and serverless computing (e.g. Apache OpenWhisk), simplify deployment and management of cloud based applications,” he avers.
Even Open-source tools such as Apache Hadoop, Spark, and Kafka are crucial for processing and analysing large datasets in the cloud. They empower organisations to derive valuable customer data insights, optimising operations.
The Open-source ML frameworks like TensorFlow and PyTorch enable AI-driven applications to create personalised experiences. Continuous integration deployment (CI/CD) pipelines, built using open-source tools like Jenkins or GitLab CI/CD, ensure quick updates for a responsive customer experience. Open-source monitoring enhances app performance and customer satisfaction, he says.
As far as governments to retail healthcare operators are concerned, Liferay empowers agencies to create citizen-centric digital platforms. to develop citizen portals, enhancing transparency, streamlining interactions, and fostering better citizen engagement.
A retail chain can utilise Liferay for unified e-commerce platform with personalised recommendations and seamless checkout. In healthcare, the company facilitates patient engagement and healthcare management through secure patient portals for improved operational efficiency, he says.
Manufacturing companies leveraging Liferay leads to efficient supply chain management and increased satisfaction. Can you shed light on the cloud-powered evolution of digital experiences across sectors.
“The evolution of digital experiences, powered by the cloud, has impacted almost every sector. It has reshaped business models and changed customer expectations. The cloud’s scalability, cost-effectiveness, and ability to foster innovation have made it a crucial driver of digital transformation across industries. As technology continues to advance, the cloud will continue to play a pivotal role in shaping the future of digital experiences,” he explains.
He says digital experiences are critical in driving strategic business outcomes. In today’s digital age, where technology permeates every aspect of our lives, businesses must understand and leverage digital experiences to stay competitive and achieve strategic business outcomes.
Furthermore, efficient customer engagement goes a long way in building customer perception quality standards through digital presentations and for customers, using data analytics for customised approach better appeal to customers.
The data-driven insights make for a strong foundation in effective customer experiences based on individual preferences and efficient communication provides clarity and optimised results from customers. “All the above combined will eliminate blind targeting and therefore have a massive benefit on costs,” he says.
With Digital First and Workload First throwing multiple perspectives on how businesses go about their digital decisions, he says the debate between the two approaches to business decision-making is centred around two different strategies for technology investment and digital transformation. “Digital First prioritises the enhancement of customer experiences, innovation, and gaining competitive edge through technology. On the other hand, Workload First focuses on resource allocation based on critical workloads and cost efficiency,” he points out.
The approach an organization chooses should depend on company goals, industry of operation, resources available, industry dynamics, competitive factors, customer expectations and current technological landscape.
It is crucial to conduct comprehensive assessments to assess organization’s adaptability to determine the most appropriate approach as each organization will have its unique challenges and advantages, Ahmed Saad says.
Explaining how ecosystems such as UAE Pass present an ongoing challenge for digital experience providers to maintain seamless synchronisation as services constantly expand, he says they are designed to centralise digital services, but they also pose ongoing challenges for digital experience providers, arising from the need to seamlessly integrate multiple departments.
Digital experience providers must continuously update and strengthen security measures to safeguard user data against evolving threats of security and privacy.
“Any disruptions or inconsistencies, whether due to service expansion or maintenance, can lead to user frustration. This is where experienced digital experience providers lend their deep-rooted experience to build robust, integrated frameworks,” he adds.