In March 2022, IDC asked 885 European employees that had confessed to be looking for alternative employment about their motivation for doing so. The top reason was, unsurprisingly, better pay. What was more interesting was that “better working environment (i.e., a better employee experience)” was almost as high among the reasons for job change. It showed that today, work is less about paying the bills and advancing a career. It is much about personal development and fulfillment, as well as being a social and collaborative experience.

One year later, in March 2023, similar questions to 790 employees that were looking for a new job. The proportion of employees citing “better work environment / better corporate culture” was 48%, up from 42% the year before, and just 1% point behind “better pay”. So, not only are the ‘soft’ values important to employees, but they are becoming more and more important. Inflation could also play a role in this detachment from the “hard work” paradigm (i.e. hard as working hard to reach higher levels in the company / higher level of salary). The price increases undermined salaries and dream of the salary-based buying power that we saw previously.

Is it become the strenuous, ‘blue collar’ jobs are disappearing while ‘white collar’, knowledge worker jobs are taking over? The data does not support this hypothesis. All workers, regardless of whether they are desk workers or store/factory/field workers have “better pay” as the #1 motivation to look for a new job. Also, all workers have “better work environment / better corporate culture” as a key motivation for looking for a new job. Knowledge or desk workers are relatively interested in a better corporate culture, while store/factory/field workers are relatively interested in better teams / change of colleagues. Instead, it looks like all work types are becoming more knowledge intensive and bigger part of the individual identify, which prompts all employees to place higher value on work environment, culture, leadership, etc., as opposed to pay.

Dissecting “Employee Experience” to Understand Employee Work Motivation

In the March 2022 European employee survey, we also set out to understand which aspects of “employee experience” were more important to employees. We defined seven fundamental aspects of employee experience and asked the employees to rate these in terms of importance. We discovered that relatively ‘soft’ aspects of work, namely corporate culture and leadership & employer brand, were the most important factors of the seven, and more important for employees than we previously assumed.In the March 2023 European employee survey, we wanted to deep dive into the work culture and leadership aspects of the employee experience. In other words, we wanted to find out what was behind the emphasis on these topics among European employees. Again, we asked employees to rate the importance of a number of subtopics underneath work culture and leadership.

The result showed a remarkable drive amongst the employees for purpose in their work, for a sense of meaningful contribution, for personal development and for fairness. This applied to all types of workers, from desk workers over field workers to staff in stores/warehouses/factories. This drive for purpose implies a number of employee requirements around open communication, leadership integrity, fairness in recognition and compensation, etc. And these requirements are indeed reflected in the top aspects of the two pillars under investigation, work culture and leadership, respectively, as shown in the figures below.

General Implications for Organizations: New Leadership Styles Are Called For

Gone are the days of secluded top managers running organizations in separation from the myriad of employees carrying out instructions and work. Most management experts might comment that this ‘new’ style of open, visionary, and inclusive leadership have been practices for decades already. However, the results of both the 2022 and 2023 surveys suggest that most European organizations still have far to go. The survey data showed that the two most important employee experience pillars, “People-First Culture” and “Leadership and Employer Branding”, were also the two pillars with the largest gap between importance and employee’s rating of their current employer. In other words, the two pillars of the highest level of disappointment with the current employer.

The survey data also showed that for the detailed aspects of these two employee experience pillars, the most important aspects were also the aspects with the largest improvement potential. “Open and timely communication” sounds easy but is often very difficult to carry out successfully in practice. Among the general implications for organizations are:

  • Leadership development, especially in the area of soft skills, is critical.
  • Executive search must place higher emphasis on aspects such as empathy, integrity, and communication skills.
  • Enhancing work culture and leadership communication are new strategic areas where HR can make a difference for organizations.

Implications for HCM Software Vendors: New Solution Types Will See High Demand

Software solutions also have a role to play in remediation of the current culture and leadership shortcomings. In many cases, new HCM solutions will be needed to improve processes related to communication, recognition, compensation, and recruiting. We see particular opportunities in the areas below:

  • Compensation management
  • Management development training
  • Pay gap and Environmental, Social & Governance (ESG) analytics
  • Employee engagement & rewards
  • Employee performance management
  • Recruiting solutions & applicant tracking solutions

 

Please see the following IDC studies (behind paywall) for more information:

Bo Lykkegaard - Associate VP for Software Research Europe - IDC

Bo Lykkegaard is associate vice president for the enterprise-software-related expertise centers in Europe. His team focuses on the $172 billion European software market, specifically on business applications, customer experience, business analytics, and artificial intelligence. Specific research areas include market analysis, competitive analysis, end-user case studies and surveys, thought leadership, and custom market models.

What drives your next purchase?

The quality of the product? The quality of the services you receive around that product? How the product or service makes you feel?

The answer is probably a bit of all of the above.

An IDC global research survey on Product and Service Innovation highlighted that leaders across industries like manufacturing, retail, healthcare, telecommunications, and oil and gas listed a primary business concern of increasing customer satisfaction and delivering successful products/services. When you drill down another layer, these same leaders of strategy from the service business noted that they needed to increase service-related revenues, focus on talent, and improve collaboration across the sales, marketing, engineering, and service functions.

And as noted by The Brookings Institution, in the US and other countries around the world, spend on services is greatly outpacing that of goods. The impact and importance of the service experience on the future viability of organizations can’t be overstated.

At a keynote I participated in last year, one senior service leader remarked “Our sales team can make the initial product sale, but each additional dollar of revenue will come because of exceptional service.” But if service and support are so crucial to revenue, profits, and the customer experience why do they often take a back seat to other business functions or technology investment areas?

In my mind, there are three key pieces of the service and support story that many organizations are missing today which is leading them to miss a major opportunity and a potential differentiator for their businesses:

  1. Human interactions still matter. The shift to automated services and customer support is nothing new. It has quite a bit of utility in terms of lowering the cost of service and increasing the speed of initial response. But often the move to automation in service puts the organization’s needs in front of the customer. For example, in field service, it is much more expedient to auto-schedule the closest technician with the right parts to execute a work order. But what if the customer prefers to have their favorite, trusted field engineer come out to service the machine and they are willing to wait for them? Organizations have forgotten that more often than not, people buy from people. The field service and customer support teams deliver more than just a response or a fix to a problem, they are the face and brand of the organization to the customer. The field service technician is the person who helps a business customer keep their production line going, the medical equipment engineer ensures that the hospital’s MRI machine is able to keep that patient appointment on time, and the customer service agent is the one on the other end of the line that can keep a sometimes lonely but loyal customer engaged. And this service talent is NOT a commodity it is the lifeblood of the organization.
  2. The competition is getting better at delivering service too. The service revenue goldmine is no longer a secret. Third-party service organizations are quickly learning how to service and maintain equipment and products that they did not make or install. Regulations, like the Right-to-Repair in the US and the European Data Act, will transform who gets access to product data, who can service or repair products, and what role the customer has in their own service experience. However, despite this opening of the service economy to new entrants, the manufacturer or primary service provider has a jumpstart on the competition based on selling the initial product and initiating the experience through installation or delivery. But this initial glue needs to be shored up and not eroded through the continued delivery of value within the service experience. Each touchpoint, whether mundane like receiving a bill payment or providing a meter read, is an opportunity to deliver wow experiences. Furthermore, this initial bond is a way to better understand what customers value with the service experience earlier on and should inform what future product/service offerings are provided and what types of interactions are enabled.
  3. Customers should be a part of the service team. We have all done it. Something breaks in your house or isn’t working to spec, so you pull up the web and search for a video on how to fix it or at least diagnose what is the problem. And if the fix is more complex than ‘unplug and plug it back in’, you know you have to reach out to the service provider or manufacturer. But what happens when that provider tells you the next available service technician won’t be able to come out for two weeks. If you’re like me, you are asking yourself why exactly did I buy this product from this company and I most likely won’t make that mistake again. But in some scenarios, organizations are starting to empower their customers to collaboratively resolve issues or at least more accurately diagnose the problem to ensure if a technician needs to go out they will fix the issue on that first visit. Now some people wonder if the customer is solving their own problem would they really be looking to pay a premium for this and is this a differentiable experience. I would say yes! Product and equipment downtime, especially in a B2B world, can be measured in thousands or millions of dollars. Even in the consumer world, your time is definitely valuable, and having an issue resolved quickly is a game changer. Having access to a collaborative support agent is much more valuable than just pulling a potentially inaccurately produced self-help video and trying to the DIY in an unsupported way.

Service is more than a money maker; it is a brand builder. Quality service outcomes are becoming a pathway to building customers for life and not just the moment. Customer service leaders and C-suite executives need to keep the focus on what is the definition of value to the customer and what can’t be easily replicated by the competition. Service outcomes and enhanced service experiences must become the core of the business.

For more information on the Future of Customer Experience, read our blog:

Aly Pinder - Research Vice President - IDC

As Research Vice President, Aftermarket Services Strategies, Aly Pinder Jr leads IDC research and analysis of the service and customer support market for the manufacturer, which includes topics such as field service, warranty operations, service parts management, and how these service areas impact the overall customer experience. Mr. Pinder Jr. establishes a roadmap for organizations to better understand how technology can transform service and support functions to drive exceptional customer experiences and customer value, profitable revenue growth, and improved efficiency in the field.

The healthcare industry is one of the largest and most sophisticated energy consumers. It is responsible for 4.4% of carbon emission globally.

Hospitals, for example, are typically among a territory’s most energy-intensive buildings. A plethora of medical equipment and healthcare facilities, on which patients’ lives depend, necessitate 24/7 power supply.

And within the same hospital, each of those facilities and departments has their own requirements in terms of access, lighting, temperature and humidity, cleanliness and air filtration, availability of water, power, medical gases, and communications.

However, European hospitals must prioritize the efforts to reduce energy consumption (and limit their carbon emissions in the process) without impacting the quality and safety of day-to-day care. 56% of healthcare organizations consider energy efficiency very important or extremely important (IDC Future Enterprise Resiliency & Spending Survey, May 2023) to limit the impact of unplanned outages on care services and achieve their strategic goals.

In this context, new regulation guidelines, such as carbon neutral Europe 2050, are driving investments to build smart and green healthcare infrastructures, with new hospital projects. Many of the funding related to healthcare sector recovery and resilience have been focused toward promoting sustainable investments, circular economy models, and expanding on the results of preexisting initiatives, as for example on green public procurement or the adoption of environmental management and audit systems.

The strategic intent is the alignment of the hospital core strategy with the sustainability strategy, where actions towards sustainability goals go beyond carbon footprint but also on building stronger adaptive capacity to respond to the changing demands, delivering higher quality, healthier and greener outcomes.

Energy efficient smart hospitals, in fact, can deliver important cost savings and sustainability benefits at the same time, while enhancing adaptive capacity and resilience along the healthcare value chain.

 

Download eBook: Sustainability in EMEA: Opportunities for Tech Vendors, Challenges for Tech Buyers

 

Making Sustainability a Top Priority

While primarily built on new sustainable and environmentally friendly standards, energy efficient smart hospitals also adopt efficient and renewable energy applications in hospitals to create healthier healing and work environments, to reduce waste and improve environmental performance.

Energy efficiency is one of the key areas of sustainability initiatives. Our research confirms the strong connection between sustainability and healthcare providers’ key priorities and mission (IDC Future Enterprise Resiliency & Spending Survey, May 2023). Healthcare organizations, implementing sustainability in their operations, have experienced, or are expected to experience:

  • Improved financial performance (48%).
  • Improved patient satisfaction (42%).
  • Improved attractiveness for existing and potential employees (40%).

However, achieving greater and stronger sustainability is not the unique reason to boost energy efficiency efforts.

Re-shaping the Care Delivery Model to Be More Resilient Now and in the Future

Healthcare systems are currently working to renew the care delivery model and enhance hospitals to be more flexible to react to unforeseen events in the future and to the continuous market dynamics effects. The rising costs of energy and its impact on the overall operational efficiency are driving investments into IT infrastructure energy improvements to modernize the entire value chain to deliver higher quality, healthier and greener outcomes, positively impacting patients’ lives.

A good heating system correctly managed, for example, helps to reduce energy wastage whilst improving internal comfort conditions at the same time. Similarly, energy innovations like automatic lighting controls or the advantages of a natural and well-managed ventilation system for infection control are essential to eliminate the airborne bacteria in operating theaters and on the wards.

Embracing this new investment logic along the value chain will contribute to delivering better quality care in a more innovative way. In the long term these advantages will be translated into a more adaptive capacity and resilience of the hospitals to tackle operational challenges through a more energy efficient value chain.

 

Register for the webcast: Sustainability in EMEA: The Challenge of Moving from Ambition to Action

 

Realizing the Value of Technology Innovation

To achieve a more sustainable, efficient, and resilient approach to care, hospitals must invest in technology innovations. For 83% of healthcare organizations, a portion between 1% and 10% of their IT budget is already driven by sustainability-related actions.

From next-generation genomic sequencing to cloud computing or virtual care, technology innovations are supporting hospitals’ broader sustainability efforts. The benefits are, for example, in terms of a more efficient infrastructure, better access to health services and reduced energy consumption to travel to physical care settings.

Hence, it doesn’t surprise to see IT equipment vendors on top of the list of players to engage with when it comes to sustainability projects.

And I am sure this is just the start.

Stay tuned for upcoming research on topics such as technology innovation for more energy efficient smart hospitals and digitalization as a key enabler of ESG goals.

For any further information please contact Adriana Allocato, Research Manager, IDC Health Insights, Europe.

2023 is the year of efficiency and IT optimization.

Cloud computing continues to play a central role for European enterprise IT, so are IT costs. Consequently, avoiding or reducing cloud resource waste is a top C-Suites’ priority.

FinOps is fast becoming a critical part of IT organizations’ strategy for its systematic approach to managing costs and optimizing cloud resources. It provides insights into spending, usage trends, and preferences as well as helps in forecast and change management.

Why FinOps Is Important in Europe

In today’s fast-paced world, inflation, skills gap, supply chain disruptions, and political tensions are reshaping the tech landscape and have significantly impacted IT spend in Europe. In fact, European businesses are more likely to pay more attention to their costs and spendings.

In Europe, public cloud pricing complexity is causing a tremendous shock to customers. In fact, SaaS and software application costs related to licenses and subscriptions are the second and fifth categories that had the greatest impact on costs, according to IDC EMEA, FERS Survey Europe, Wave 1: January 20 – February 3, 2023 (N=340).

Not surprisingly, increasing vendors pricing (43%), impact of recession on expected business revenue (23%), and staff/labour shortages (22%) are among the most concerned risk factors related to the European organizations’ tech strategies and budget in 2023, according to IDC EMEA, FERS Survey Europe, Wave 5:  June 2023 (N=340).

This is bringing additional scrutiny on cloud spend and cloud ROI. Over two thirds of European organizations believe their total cloud spending is not properly utilized, according to IDC European CloudOps survey, 2023 (N=1,057). Here is where FinOps comes in.

Already 46% of organizations have adopted FinOps in Europe, albeit with varied levels of maturity. But the direction of travel is clear, and it brings huge opportunities for cloud vendors to mitigate cost risks around unused resources, costs allocation, and sustainability as a direct result of waste reduction.

Concurrently, FinOps is seen as a solution in Europe, with some cloud vendors to be very active in the first half of the year. IBM, for instance, has just acquired Apptio to enhance its leadership in the FinOps space while Datadog introduced Cloud Costs Management, which further enhances the collaboration between FinOps and engineering teams to remove friction and reduce cloud costs.

Public cloud vendors are acutely aware of the cost pressures and are investing in offering native cost optimization capabilities.

For instance, AWS Cloud Financial Management (CFM) is aimed at helping organizations measure their AWS environments’ cost while providing prescriptive guidance to cost-related pain points such as lack of visibility or instance sprawl or workload rationalization. Microsoft Azure provides multiple features such as Azure Pricing Calculator and Total Cost of Ownership Calculator (TCO) to help users estimate cloud costs.

It has Azure Resource Manager to allocate costs through the creation of tags, and Microsoft Cost Management to report, benchmark, and forecast costs. Similar tools are offered by Google Cloud Platform too. It has Pricing Calculator and Rightsize Recommender to help users compare architectures costs and provide insights on whether and where to save money.

Enterprises are looking to optimize their cloud resources, control their cloud costs, and deliver innovation while creating value to both their businesses and customers. FinOps is focused on long-term value and reliability, but the outcome of an efficient implementation can already be seen in the short time through the optimization of operations and cutting costs.

Cloud spend discipline is essential and FinOps is seen as critical now more than ever before. The good news is this demand is driving a lot of cloud vendors and third-party niche vendors to offer cost visibility and optimization recommendation platforms. It is an interesting and dynamic market, one to watch closely.

 

Contact Filippo Vanara to learn more about IDC’s European FinOps Research.

New research from IDC reveals that the larger topic of sustainability/environmental, social, and corporate governance (ESG) is now becoming imbedded into organizations’ activities, strategies, planning, and objectives to an unprecedented degree.

The information and communications technology (ICT) industry is playing a crucial role in reaching the overarching goal of net zero. ICT and engineering services focused on energy efficiency represent the means to tackle environmental challenges such as curtailing carbon footprints; a major contributor to global warming.

Creating Business Value Through Sustainability

Pursuing Sustainability Is a Business Necessity

Sustainability goals, which were once perceived as “nice to have”, became “must have” once organizations realized that pursuing sustainability creates business value. Public and private sector organizations across different continents, industries, and roles have experienced the tangible business benefits of incorporating sustainability into their operations.

This has been happening consistently through either top-line improvements, like increased revenue and profit, to bottom-line improvements like lower costs. In some cases organizations are seeing benefits in both top- and bottom-line improvements.

According to IDC’s Future Enterprise Resiliency and Spending Survey, Wave 4, almost two-fifths of line of business (LOB) managers have improved their financial performance or expect to do so as a result of sustainability-related investments.

Sustainability Is Unequivocally Linked to IT Efficiency

Forward-looking organizations understand that ESG objectives are closely associated with IT efficiency improvements. This is illustrated by the following findings from various economic sectors and business personas like IT, LOB, C-level executives, and more:

  • IT infrastructure and software efficiency improvements are top of mind with respect to sustainability-focused initiatives. 
  • Respondents from North America and Europe share the same set of leading sustainability priorities. Respondents from Asia/Pacific differed in the choice of top priorities and degree of urgency.
  • Priorities differ among industries. Manufacturing organizations regard sustainability initiatives as highly important, fully recognizing the business benefits of improved efficiency across the technology stack in infrastructure, software, and energy management.
  • Energy management/efficiency was also ranked highly in the utilities and transportation industries. Supply chain was singled out as important by organizations in retail and healthcare.

The ICT Industry Has the Means to Be Part of the Solution

ICT (both infrastructure and software), along with human capital such as IT departments, are instrumental in realizing sustainability-focused projects that help organizations succeed on their respective journeys to becoming sustainable enterprises.

The ICT industry is partly responsible for around 3–4% of global carbon emissions. At the same time, the industry has an unparalleled opportunity to become part of the solution to current ecological problems.  To do that, the ICT industry must meet one fundamental condition to enable organizations to achieve their respective sustainability goals. ICT itself must be sustainable.

Sustainable ICT

Sustainable ICT implies that ICT hardware infrastructure, software, and delivery models possess such attributes as energy efficiency, adherence to circular economy principles, and life cycle management capability.  ICT must pass the test whether sustainability attributes are embedded in ICT products and solutions, how they perform from a sustainability perspective, and how sustainable they are per se. 

IT efficiency, energy efficiency, and the extension of product life cycle, leading to a reduction in resource consumption, represent the shared attributes of sustainable ICT. This leads to reduction of operational costs, and increases attractiveness for vendors’ current and potential employees. 

Sustainable ICT pertains to the full technology stack, processes, and best practices. Yet, the key component is represented by hardware infrastructure, including energy-efficient processors, servers, ITAM/ITAD, ICT infrastructure delivery models, energy efficient ICT infrastructure like low carbon data center designs and cooling solutions, and sustainable software lifecycle.

Competitive Landscape

IT equipment vendors such as Cisco, HPE, Dell, and IBM, along with other IT product manufacturers realized the importance of sustainable IT early on and are now benefitting from their long-standing efforts to incorporate principles of circular economy and product efficiency into IT product delivery. 

IT equipment vendors hold the largest mindshare of IT users when it comes to sustainability/ESG projects. IT consultants, systems integrators and sustainability consulting specialists follow suit, as their services are in demand for two primary reasons: first, to help navigate the complex ESG regulatory environment and second, to help implement sustainable products and services.

Nevertheless, the competitive field by far is not limited to the above-mentioned groups of providers.  Thanks to the diverse nature of use cases related to sustainability/ESG, numerous ICT vendor and service providers like hardware and software vendors, cloud providers, sustainability specialists, IT engineering firms, compete for recognition, thereby enhancing the quality and competitiveness of the field.

For more insight and information on the trends in sustainability and ESG policies, please see IDC’s Sustainable Technologies and Strategies program.

We are a very inquisitive species with a remarkable long-term record of adaptation and with even more remarkable recent accomplishments in making the lives of most of the world’s population healthier, richer, safer, and longer. Still, fundamental constraints persist: We have changed some of them through our ingenuity, but such adjustments have their own limits.

— Vaclav Smil, How the World Really Works (2022)

 

The industry sector needs resources more than ever, particularly rare minerals. Even as the hunt for such resources intensifies, the industry is pushing to achieve sustainable growth and meet new environmental, social, and governance (ESG) goals.

According to the Copper Alliance, renewable energy systems require up to 12x more copper than traditional energy systems. Copper demand is expected to increase nearly 600% by 2030.

Renault’s Chairman Jean-Dominique Senard told Reuters news agency: “If there’s a real geopolitical crisis, the damage to battery factories solely powered by products coming from outside will be considerable.”

According to the UN’s Intergovernmental Panel on Climate Change, reducing industry’s greenhouse gas (GHG) emissions requires coordinated action across value chains. Such action includes circular material flows and transformational changes in production processes.

The manufacturing industry remains at the forefront of efforts to reduce the impacts of extracting natural resources and to secure materials that enable low-carbon production. But to meet these and other challenges, organizations must continue to find efficient ways to transform their value chains into closed-loop flows of the basic materials needed to extend product lifetimes. And they should double down on their recycling programs by finding ways to turn materials from end-of-life products into completely new products.

A series of game changers have been pushing organizations to be more efficient with resources and to adopt the principles of the circular economy. These include:

  • Organizations have been adopting sustainability policies that call for them to reduce their carbon footprints to at least net zero.
  • The massive spread of electromobility has turned the EV battery business, and the rare minerals needed for such batteries, into critical assets.
  • The COVID-19 crisis showed that it can be risky to depend on third parties to transport strategic materials around the world.
  • Digital technology has developed significantly in the past three years, especially in terms of cloud-based digital platforms and IT infrastructure, artificial intelligence-powered digital tools, and generative AI engines.

Manufacturing organizations, at least in theory, are in an ideal position to make circular principles inseparable from operations. Operationalizing circular principles at scale, however, remains one of the biggest challenges for managers across lines of business and industries.

In IDC’s 2022 global survey of 1,300+ manufacturing organizations, 58% of respondents said they have already incorporated circular economy principles into operations including design and production processes, waste reuse, and local sourcing of resources. Two-fifths (43%) of respondents said that shrinking carbon emissions and their CO2 footprints are key elements of achieving their ESG/sustainability strategic business goals. Two-fifths (41%) of respondents also cited the goals of reducing waste and driving cost efficiencies.

Reduced carbon production, as well as cost reductions driven by the optimized use of materials, labor, and assets, are some of the benefits organizations are receiving after adopting circular economy principles.

The auto industry is pioneering circularity principles in operations, particularly in the area of EV and EV battery production.

  • In 2022, General Motors announced an initiative to recover and reuse the raw material in its Ultium battery packs, thus driving down costs and making the manufacturer’s EVs even more sustainable.
  • Stellantis established a Circular Economy Business Unit whose objective is to “extend the life of vehicles and parts, ensuring that they last for as long as possible, and returning material and end-of-life vehicles to the manufacturing loop for new vehicles and products.” According to the company’s website, multi-brand parts that are still in good condition are recovered from end-of-life vehicles and sold in 155 countries through the B-Partsecommerce platform.
  • Renault’s “The Future Is NEUTRAL” entity aims to scale the closed-loop automotive circular economy, with the aim of moving the automotive industry toward resource neutrality.

These are all great initiatives that seek to improve material resiliency, make more efficient use of resources across the value chain, slow the impacts of climate change, and deliver sustainable profit and increased customer trust.

 

Download eBook: Sustainability in EMEA: Opportunities for Tech Vendors, Challenges for Tech Buyers

 

Operational Challenges

The following is a brief rundown of the operational challenges that organizations must tackle to reach a meaningful level of profitable circularity.

  • Fragmented Approach: Many organizations lack a clear, unified strategy and circular principles are thus applied opportunistically, mostly in production areas where the effort can bring immediate benefits or solves obvious issues.
  • Logistics: Many organizations struggle with insufficient production infrastructure and related logistics. Applying remanufacturing and repair to current operational setups significantly reduces overall efficiency during production, warehousing, and delivery processes.
  • Transparency and Flexibility: Implementation of circular principles in operations requires absolute transparency, traceability, and operational flexibility. To secure circular principles during the entire life cycle of the product, data related to the product’s usage must be captured and shared in real time in an autonomous, touchless way.

Faced with these challenges, a digital thread — a closed loop between the physical product and its digital representative — can provide relevant feedback to the product’s lifetime stakeholders. To make such data flows reality, however, several technology elements must converge, including ubiquitous connectivity, IoT, digital twins, and data capturing and sharing via cloud-based digital platforms.

Detailed transparency requires seamless integration of enterprise software. Examples of such systems include product life-cycle management, bills of material hierarchy, enterprise resource planning with remanufacturing functionality, logistics management, manufacturing management platforms, and servicing platforms.

Up-front costs and investments can be significant barriers to circularity. Achieving meaningful impact at scale requires coordination across functions and the involvement of various stakeholders inside and even outside of the company.

Suppliers, reverse logistics providers, remanufacturing and repair centers, customers, and technology partners must be coordinated into a perfectly synchronized machine. A circular environment is far more complex than traditional chains. Organizations may be challenged to create a business case with a short ROI.

Organizations must also determine whether circular principles can be applied to a product that is already in production — or if circular product design and management should instead be implemented only for new products, at the beginning of their life cycles.

Going “circular native,” as I term this last option, was very important to 46%, and extremely important for 38%, of respondents to an IDC Manufacturing Insights survey. “Circular native” is not defined by materials or extended life cycles but by a connection via digital thread to data sharing across a product’s entire lifetime.

The operationalization of circularity requires solid collaboration among procurement, engineering, and supply chain managers, especially during the design and supplier selection process.

It must also be acknowledged that the complexity of supply chains can make it challenging to establish closed-loop systems. Collaboration and coordination among suppliers, customers, and other partners are necessary for efficient material flows. And resource recovery must be underpinned by digital technology (e.g., cloud-based supply chain control towers).

 

Register for the webcast: Sustainability in EMEA: The Challenge of Moving from Ambition to Action

 

Boiling the Ocean?

For some leaders, embedding circularity principles in manufacturing operations — including reengineering product specifications according to circular principles — may feel a bit like “boiling the ocean,” or undertaking a seemingly impossible or unnecessarily difficult task.

Yet there are a great many benefits to providing data on technology processes and supply chains to stakeholders in real time. Products connected via digital thread to closed-loop stakeholders can help organizations better manage the product’s life-cycle bill of materials, collect data to improve the next generation of the product, and contextualize product data with current point-of-use data to provide a complex view of the product’s life-cycle status.

To achieve circular economy success, circular principles must be embedded across the entire product life cycle, including packaging. And the digital twin of the product must be integrated with a cloud data platform.

Circularity is not just about utilizing sustainable and recyclable materials: Life extension is a significant element. The most sustainable material is one that doesn’t need to be processed. Repair and remanufacturing are thus integral steps of the product life cycle.

Circularity also requires investments in digital tools capable of handling manufacturing processes in which input and output indicators may not always be well defined. Manufacturers that tackle this challenge should consider dedicated software enhanced with features like reverse bills of material, disassembly, expected recovery and kitting, remanufactured parts management, and remanufacturing pricing with core changes.

Data and contextualized life-cycle information, including carbon emissions, is a real enabler of the optimization of circularity principles in the manufacturing and supply chain environment.

In today’s hyperconnected world, moving from fascination with, to visualization, to implementation of circular principles isn’t viable without reliable and secure digital infrastructure, relevant digital tools, and AI-powered technology.

 

Bottom line: When it comes to securing material resiliency and achieving ESG goals, there is no time for hesitation or inertia!

 

To find out more about manufacturing visit our website, or to find out more about the framework-based guidance on how manufacturers can develop and deploy circular principles in their operations, click here.

Europe is gradually recovering from the worst energy crisis in a generation, which started as a tight supply market in 2021 and quickly escalated into a full-blown global supply shock, with energy prices peaking in Q3 2022 at levels unseen in decades. This year, as prices and supply readjust to profoundly changed market fundamentals, Europeans are weighing the long-term consequences of this crisis on their consumption behavior, the cost of doing business and broader decarbonization strategy.

In this context, energy efficiency has quickly risen to the top of the business and policy discourse, not only as a tactical tool to tackle higher energy prices today, but also as a key foundation of the EU’s climate transition under the ‘Fit for 55’ strategy.

In the near term, energy efficiency can improve consumer resilience, helping them cope with a higher cost environment. In the medium term, it should make it relatively less painful for Europe to regain its lost energy security, helping reduce energy dependency and diversify supplier risk.

Longer-term, it has the potential for lowering the cost of the energy transition by reducing the investment needed to decarbonize power production and electrify energy use.

Converging Towards Energy Efficiency: Policies, Prices and Demand Across Sectors

From a market standpoint, the time is ripe for Europe to raise its energy efficiency game as it now sits at the convergence of three critical enablers of a functioning energy services market.

  1. Policies and subsidies. Several pieces of legislation are being (or have recently been) rolled out that will accelerate changes in the way energy is used and produced in the EU. The most critical one on the use side of the balance is the ongoing revision of the Energy Efficiency Directive (EED), others include revisions of Directives covering the Energy Performance of Buildings, Renewable Energy and Energy Taxation.
  2. Energy prices. In June 2023, EU wholesale electricity and gas prices were still more than 70% and 2.7 times higher than in June 2019, respectively. Pivoting away from cheap and abundant piped Russian gas to new supplies (including via LNG, with all the related infrastructure and transport complexities) means the market may remain tight, resulting in higher prices than pre-2021 levels in the medium term.
  3. Market demand. In just one year, the energy crisis has done more to fuel the European consumer’s demand for energy efficiency than decades of direct incentives and tax credits. Especially for commercial and industrial energy consumers, from process manufacturers to food retailers and hospitals, the tactical need to react to higher energy cost is triggering investments that can serve these businesses well in their longer-term decarbonization plans. In the immediate aftermath of the energy crisis – IDC data shows – almost half of European businesses were planning to improve the efficiency of their energy use to limit the impact of higher energy prices on the cost of doing business. At the same time, between 50% and 60% were planning to invest in energy efficiency (both data- and capital investment-driven) as part of their broader decarbonization strategies.

This renewed focus has profound implications not only for energy suppliers and service providers but also for large and small energy consumers across European industries and their technical ecosystems.

European manufacturers and retailers, for example, have long been working on their energy mix and consumption to generate cost efficiencies, meet growing customer expectations and target ambitious long-term sustainability goals. In today’s energy price environment, however, energy efficiency has become critical to sustain profitability and competitiveness. This is particularly the case for organizations competing with non-European producers that have access to cheaper energy supplies.

Manufacturing

While energy efficiency has always been a consideration for manufacturing organizations, access to relatively cheap energy, loose regulatory requirements and the lack of effective digital technology led to some complacency in the past. Nowadays, manufacturers have the ability to contextualize and analyze real-time data by breaking down data silos across their IT and OT estate. With access to data, technology owners on the shop floor can adjust production plans and material routes accordingly.

Additionally, energy efficiency initiatives have the long-term potential to help manufacturers jump-start broader data-driven process improvement strategies. For example, a prominent Tier 1 global automotive supplier successfully connected over 250 energy-related data points. The energy management system allowed the company to analyze the energy consumption of injection molding machines for each produced part. With this data, not only could the company adjust production equipment and determine the most efficient injection molding machine based on the parts being produced but also detect and alert supervisors of equipment anomalies.

Retail

Retailers too are prioritizing the implementation of energy management systems in their retail operations, along with a growing focus on supply chain and logistics efficiency, to minimize overall energy consumption.

For retailers in particular, implementing energy-efficient technologies and practices goes well beyond sustaining profitability and competitiveness. As consumers become increasingly conscious of the environmental impact of their purchases, energy efficiency becomes a clear first step towards achieving sustainability goals that align with such changing preferences.

This should not be viewed (only) as a way to enhance brand reputation and attract environmentally conscious consumers, but rather materially help them improve their environmental footprint. For example, at the beginning of the energy crisis, one of the UK’s leading food and grocery retailers strengthened its commitment to tackling the climate crisis. This meant cutting as many as five years from its target to become carbon neutral in its business and operations (Scope 1 and 2), by 2035. To do so, the grocer is focusing on maximizing the energy efficiency of its operations, reducing carbon emissions, food waste, plastic packaging, water usage, and increasing recycling.

Healthcare

For European healthcare organizations, higher energy prices are rubbing salt in the wound of the enormous resource strain caused by two years of pandemic.

The sector is one of the largest and most sophisticated energy consumers and hospitals are typically among a territory’s most energy-intensive buildings. Not only medical equipment and healthcare facilities, on which patients’ lives depend, necessitate 24/7 power supply. But within the same hospital, each of those facilities and departments have their own requirements in terms of access, lighting, temperature and humidity, cleanliness and air filtration, availability of water, power, medical gases and communications.

With healthcare fees typically lagging inflation, often by several years, and with energy bills up by as much as 100% or more since 2021, energy prices are not only hurting hospitals’ bottom lines but diverting crucial resources from patient care. This adds to inflation increasing the cost of medical equipment, pharmaceuticals, medical logistics and other expenses outside core operations.

In this context, European hospitals are prioritizing efforts to reduce energy consumption (and limit their carbon emissions in the process) without impacting the quality and safety of day-to-day care.

Two investment areas are worth calling out. Adopting sustainable design principles for new builds using, for example, parametric modelling to track the rise and fall of the sun in different seasons, allowing to make the most of natural light and solar radiation. Plans for rooftop solar are also increasing, enabling hospitals to self-generate and decarbonize part of their energy needs. Deploying smart assets and measurement systems is also on the rise, to monitor temperatures, air quality, occupancy and overall humidity and optimize operations.

Public Sector

European Governments and public administrations, for their part, will have an increasingly relevant role to play going forward. They are expected to not only regulate and orchestrate but actually lead the energy transition, demonstrating best practices and setting a benchmark against which other organizations can measure themselves.

The proposed revision of the EU EED is a case in point. It firmly establishes that the public sector should have an “exemplary role” underscored by specific, more aggressive energy efficiency goals than the rest of the economy. Similarly, the UK Government’s Net Zero Strategy states that “the wider public sector will lead by example during the transition to net zero.”

This is critical because governments are among the largest contributors to European economies. They have their own significant direct environmental footprint and therefore have a critical influence on the journey to net zero. For example, in the UK, the Government estimates that emissions from public buildings account for approximately 2% of total UK emissions. And this only includes estimates of fuel burnt not wider scope 1, 2 and 3 emissions.

Driven by regulation, higher energy prices, NextGeneration EU funding, and public expectations, local, regional and national governments are putting in place measures to improve the efficiency of their biggest emitters – transport fleets and public buildings and assets.

IDC research highlights that, across Europe, 37% of governments are investing in building energy management systems and nearly 60% are investing in workplace management systems to optimize space utilization and occupancy. It must be noted that a selection of government departments, due to their size and function generate the bulk of public sector emissions.

For instance, the Ministry of Defence is estimated to account for 50% of the UK central government emissions; therefore, accelerating energy efficiency measures in those departments is essential.

Financial Services

As a relatively less energy-intensive sector, the direct effects of higher energy costs on the financial services industry were less critical than for others. The major energy consumers in financial services are data centers and, to a lesser degree, office buildings, and even for these the increase in cost remained manageable.

Financial services, however, play a critical role in enabling the energy transition of their corporate and consumer customers through the issuance of green and social bonds, credit and other financing options. The surge in energy prices, however, will likely have delayed the net-zero targets of banks’ lending portfolios, as customers have been forced to use working capital to pay their energy bills.

The bigger dilemma however is that, in addition to renewables, diversification from Russian gas will require major investments in oil and gas exploration and import infrastructures, which is fundamentally countering Europe’s green deal policies.

In autumn 2022 there were also concerns that energy suppliers and the energy-intensive industries may bend under the crisis, which increased the pressure on banks to prepare for loan defaults. Thanks largely to the estimated €758 billion (Source: Bruegel) in fiscal policy measures allocated by European government to protecting consumers from rising energy costs (including nationalization of energy utility giants Uniper and EDF), European banks only saw a marginal increase in loan defaults.

Overall, the energy crisis may have slowed down the green transformation of the financial services industry asset base, but the long-term opportunities of going net-zero remain sound.

Utilities

Finally, turning to the supply side of the energy balance, energy and utility companies represent the business and infrastructure backbone of the energy transition.

Over the past five to 10 years there has a been a substantial uptick in investment by European utilities and energy suppliers in the energy services (ESCo) space. From diversified energy companies to international electric utilities, energy infrastructure operators and municipal multi-utilities, many traditional players have added energy management technology and efficiency capabilities to their portfolios.

For example, between 2015 and 2019, a major European power utility acquired companies covering the full stack of B2B energy technology and services. The resulting ESCo offers energy analytics and energy management technology, financing and operations of solar, storage and co-generation plants, energy audit services and performance contracting, as well as demand side response solutions.

The strategic intent is clearly to integrate horizontally by adding to the existing commodity business a set of solutions that enable customers to consume more sustainably and cost-effectively, in an effort to meet the growing demand for efficiency. The energy crisis has obviously provided fresh impetus to this type of strategies. To reflect this acceleration, at the end of last year, IDC predicted that by 2025, a third of competitive gentailers would set up integrated supply, efficiency, decarbonization, and electrification service portfolios, growing average profit per customer by more than 20%.

 

Contributing analysts: Jan Burian, Adriana Allocato, Massimiliano Claps, Louisa Barker, Tom Zink and Filippo Battaini

For more in-depth insights into industry coverage, visit our website.

Global EV Market Landscape

The automotive industry is facing the most important transition period in its history — the replacement of the traditional internal combustion engine with more sustainable, energy-saving, and environmentally friendly technologies. The traditional engine has dominated powertrains for more than a century.

In 2022, the worldwide Electric Vehicle (EV) market exceeded 10 million units, with a penetration rate of14%. In 2023, it is expected to reach 14 million units, with a penetration rate of 18%. Overall, China and Europe are leading the market, whereas the United States and other developing regions have great potential.

Electrification, connectivity, autonomous driving, and ride sharing are the four key trends that drive this transition, resulting in the rapid growth of the global EV market. From supply side, governments take EV as a country strategy, providing subsidies to promote players developing their business.

More investments in R&D and innovation have resulted in breakthroughs in core technologies, such as 5G, OS,V2X etc. As such, traditional OEMs, technology giants, and emerging players are trying to seize the opportunities from the electric vehicle market. From the demand side, more and more customers are now preferring green travel and are willing to pay for intelligent functions.

In 2022, top 3 players in the EV market worldwide were BYD, Tesla, and SAIC-GM-Wuling, with Tesla falling behind BYD. Due to the emergence of more and more electric models from other players, Tesla’s market share has continuously eroded, falling from 17% in 2019 to 13% in 2022. It is expected to stabilize at around 10% in the future. Tesla needs to diversify its product line with a cheaper compact car if it is to regain the number one spot.

The industry transition will be fast, both opportunities and challenges exist. Only by establishing advantage in advance, can the players get ahead of their competitors and win the final victory.

The competition in the EV market is fierce and here are some of IDC’s advice for OEMs to capture opportunities from this market:

  • Targeting Valuable Markets: Continue investments in the most valuable markets: China, Europe, and North America. China and Europe are the leading electric vehicle markets, with strong government subsidies and promotion over the last few years, and high customer awareness. In these markets, the competition will become more intense, and products will become more segmented. The United States has also begun to drive the electric vehicle market. The Inflation Reduction Act (IRA) signed on by the Biden administration in August 2022 has had a significant impact on the electric vehicle industry. Some developing countries are also showing potential, such as India, Thailand, Philippines, Indonesia, etc.
  • Strong Company Positioning: The leading companies in the EV market position themselves as energy or technology companies, which are bigger than automotive, while maximizing synergies between different business portfolios. Overall, high-end brands are beginning to penetrate the low-end, and low-end brands are trying to break through to the high-end. Segmented markets and high-quality EV products have become competitive hotspots.
  • Technology Strategy: Choose the most suitable technological route, such as low cost, time to go to market, high-quality product, etc. At the same time, increase investments in R&D and innovation, especially for software.
  • Create a High-Tenacity Supply Chain: Actively consider changing their original pure outsourcing strategy and more actively arrange upstream core components from a strategic perspective, to enhance their control of the supply chain. What is more, build a more digital and intelligent supply chain management system to increase resilience and agility.
  • Talent Strategy: Talent has become more and more important for industries today, including OEMs. Start as early as possible to discover talent and skills shortages, especially around the areas of the Internet, AI, information communication, energy, and power. Build healthy and attractive systems to attract top talent and maintain employee satisfaction.

For more information on IDC’s Worldwide Semiconductor Automotive Ecosystem and Supply Chain Research, please visit this page.

Related Reading

Adela Guo - Research Manager - IDC

Before joining IDC EMEA in January 2008, Holtz worked for the IDC Asia/Pacific Telecommunications Research Group in Singapore. Her research there was mainly on IP communications, including IP telephony and IP VPN equipment and services. 

Generative AI has wowed consumers and individuals across the globe with its ability to find information and author high-quality content. For enterprises, the use cases are still being explored and defined. In this blog, we will explore a potential ‘killer app’ for generative AI: The Virtual Mentor as a new way to do learning and onboarding.

In today’s organizations, the vast majority of mentoring is done by speaking to experienced colleagues, looking for answers in the public internet or in company-specific intranets, trawling through various PDF guides and presentations or maybe e-learning courses or classroom sessions. The problem is that there is no easy way of finding the information employees need using existing technologies and approaches.

Current e-learning and onboarding solutions struggle with multiple challenges. Firstly, the content is costly and time-consuming to produce. Secondly, it quickly becomes outdated and is generally static, once produced. Thirdly, the one-size-fits-all standard approach to learning and onboarding doesn’t quite meet the needs of the individual, who already knows all about A but would like to deep-dive into B.

We believe that generative AI will be a game changer in solving these problems, because the system themselves – for the first time in world history – can generate the needed learning content. Future virtual mentors will meet many of today’s unserved learning and onboarding needs and employee would be able to interact digitally, remotely or in the office, intensively or in drip-feed style, and the learning content would be created on the fly determined largely by the nature of the interaction and the learner queries.

AI-Powered Virtual Mentor vs. Previous Learning Approaches

First of all, let’s define generative AI. We define generative AI as a branch of computer science that involves unsupervised and semi-supervised algorithms that enable computers to create new content using previously created content, such as text, audio, video, images and code.

Secondly, let’s define what an AI-powered virtual mentor is. We envision the AI-powered mentor is have the following characteristics:

  • Always available. Like Microsoft’s failed personal digital assistant Clippy (remember the animated talking paperclip?), a virtual mentor will be an omni-available resource to the learner.
  • Creates content itself. If fed enough material, a generative AI-powered virtual mentor will be able to create the relevant teaching material itself by synthesizing existing content.
  • Conversational. Just like a real-life, human mentor, the AI-powered virtual mentor interacts via conversation. The human mentor converses verbally, while the virtual mentor works best via written conversation (although verbal user experience is on its way, as well).
  • Adaptive. A virtual mentor goes far beyond what is known today as ‘adaptive learning’, I.e., an e-learning experience with some variation in the course depending on the individual learner. A virtual mentor can freestyle and go where the learner would like to go within a general topic area.

An employee would be able to ask a wide variety of general questions to the virtual mentor, such as:

  • What is the pricing structure for product X?
  • Do we have representation in Peru?
  • What are the key new features in the version YY.YYY of product Z?
  • What is the expense management policy for a client meeting?
  • Who in my company works with [expertise area]?

Let’s compare what it is like to work with a generative AI-powered virtual mentor compared to traditional e-learning as well as classroom training:

Why Do We Need Virtual Mentors When We Already Have ChatGPT and Similar Generative AI Platforms?

ChatGPT is of limited use in an enterprise context for one simple reason: Employees using the platform are likely to reveal sensitive company information. This is why most organizations have banned the use of ChatGPT among employees.

Just imagine an employee at a healthcare provider uploaded the raw transcript of an internal meeting regarding the cancer treatment of patient XX and asking for an abbreviated minute of meeting. Such an upload to a public internet system would constitute a major violation of the privacy of patient XX.

Virtual mentors, on the other hand, would leverage the public internet-based Large Learning Models but would not feed any inquiries from employees back to the public internet. Such ChatGPT replicas in confined corporate setting will be the first wave of generative AI virtual mentors that we are going to see on the market.

This will, in other words, be general purpose virtual mentors based upon public internet information. These can be adopted by organizations of any size and are ready to use immediately.

A subsequent wave of virtual mentors will be based on curated content specific to a functional area or an industry or similar. Such specialized content virtual mentors will be sold by vendors that are in charge of curating content and maintaining the AI solution.

A virtual mentor in the area of accounting could be offered by learning content provider or alternatively to an accounting solution provider. Some specialized virtual mentors could be provided as free add-ons to commercial software subscriptions.

Finally, we will see a wave of organization-specific virtual mentors that will act as experts in one organization. In this case, the organization itself would be in charge – possibly aided by a services provider – of feeding the system with learning material.

A product manufacturer would input all manuals, product FAQs, marketing material, customer service interactions, HR policies, internal communication, public pricing information, everything on the intranet and company internet sites, training materials, etc. That solution could be very helpful in onboarding new employees and help answering inquiries for existing employees. However, it would take time and resources to implement and require a certain company size in order to benefit.

The figure below shows the different levels of data feeding into a virtual mentor. The interaction between the virtual mentor and the employee will be chat-based to begin with. However, in the medium term, interaction could also be done through verbal communication, games, metaverses, augmented reality, etc.

Evidence of Generative AI Replacing Existing Digital Learning and Coaching Solutions

Chegg, an established American education technology (EdTech) company known for textbook rentals, online tutoring, and a variety of student services, was among the entities to feel the competition from generative AI. Their initial projection regarding generative AI tools, such as ChatGPT, was that these technologies would take a longer period to truly influence the market.

However, the release and subsequent popularity of GPT-4 among students, credited to its swift response time, efficiency, and affordability, led to a sales slowdown and a dramatic Chegg stock price decline of 48% in early May 2023.

As response to these trends, Chegg entered into a partnership with OpenAI in April 2023, leading to the development of CheggMate. This tool, which is still in its development phase, intends to amalgamate GPT-4’s generative AI capabilities with Chegg’s existing question database.

The goal for CheggMate is to enhance user experience by better aligning user queries with the most suitable resources.

Other EdTech vendors, including Duolingo, have unveiled new AI-driven features. Specifically, Duolingo introduced a role-play chat where users can learn a language by conversing with an AI. After these interactions, they receive feedback and suggestions to enhance their language-learning journey.

We have also witnessed the first examples of generative AI approaches in mentoring. CoachHub is a leading vendor of digital coaching solutions recently unveiled AIMY, a virtual AI-powered career coach rooted in OpenAI’s ChatGPT. AIMY is designed to let users try personalized coaching sessions without any human interactions and without the costs associated with traditional coaching. It emulates human to human coaching, is still in beta phase, and not yet able to manage too complex discussions.

Challenges to Overcome for Virtual Mentor Solutions

Adopting virtual mentor solutions for learning, onboarding, and coaching purposes is not without challenges. Here are a few key obstacles that organizations might encounter when introducing these new AI-driven solutions:

  • Data privacy and security concerns. The first cases of data breaches related to the use of generative AI solutions by employees have already emerged, such as Samsung’s discovery of staff uploading a variety of sensitive information to ChatGPT. Future virtual mentor solutions will not feedback data to public generative AI systems, such as ChatGPT.

As shown in the figure above, virtual mentors will use a combination of user data, curated company data, curated industry or functionally specific data as well as publicly available data as training material. Such approaches will limit the risk of data breaches significantly.

However, adoption will require significant attention to security-related aspects, such as ensuring robust encryption, compliance with data protection regulations, etc.

  • Implementation complexity and skills gap. Introducing virtual mentor solutions on top of existing data is likely to require specialist AI training skills, which might not be in possession of many organizations. In terms of the overview figure above, the company-specific layer presents the biggest challenges. This is because training material is limited (compared to the vast number of resources available on the public internet) and because training material must be curated, updated, deleted (in case of obsolete material), etc.
  • Risk of hallucinations. AI-driven virtual mentors can produce “hallucinations” or inaccurate answers. In a mentoring context, this can lead to confusion or misguidance and ultimately a rejection of the mentor system as unreliable by the employees. The risk of hallucinations by the virtual mentor means that organizations will have to dedicate resources to quality assurance, ticketing system for incorrect or inappropriate answers, etc.

Implications for HCM and Payroll Vendors

Generative AI will have a major impact on the field of Human Capital Management solutions. There has been a significant initial focus on the impact of generative AI on recruiting, candidate marketing, and employee performance.

However, learning and onboarding will also see massive change as a result of generative AI.

A market for curation of Large Learning Models for various industries and functional areas will appear. This could open new revenue streams for the providers with strong existing domain knowledge.

As displayed on the table above, different learning delivery methods will have different sweet spots. Classroom-based learning and traditional e-learning formats will not disappear.

What will happen, however, is that a lot of the more general learning and onboarding tasks will transition to generative AI-based learning formats. Initially, the formats will evolve around chat-based interfaces, but over time other user experiences and communication formats will emerge.

Generative AI is an opportunity for vendors of learning and onboarding solutions. However, they will need to react fast in terms of evolving existing solutions and building in generative AI features and aspects.

Existing learning and onboarding vendors will come under pressure from new providers of virtual mentors and other related generative AI-based solutions. Generative AI is a twin edged sword for HCM vendors, a blessing for those who are willing revisit their existing offerings, but a curse for those that fail to respond.

Bo Lykkegaard - Associate VP for Software Research Europe - IDC

Bo Lykkegaard is associate vice president for the enterprise-software-related expertise centers in Europe. His team focuses on the $172 billion European software market, specifically on business applications, customer experience, business analytics, and artificial intelligence. Specific research areas include market analysis, competitive analysis, end-user case studies and surveys, thought leadership, and custom market models.

In today’s sprawling realm of content marketing, establishing an authentic connection with your audience is no longer an option but a necessity. With the proliferation of generic content and the ever-expanding outreach channels, personalization in the digital age is a significant challenge for many marketer organizations.

The Imperative of Personalization

Imagine a bustling marketplace, vendors competing for attention. Amid the noise, what captures your interest? It’s the vendor who remembers your preferences, understands your needs, and tailors their offerings accordingly; the vendor who shows empathy, builds trust and inspires loyalty in customers.

In the digital sphere, content personalization recreates this personalized shopping experience. Successful content personalization entails crafting content that isn’t just broadcasted but resonates deeply with individual preferences, making each user feel valued and understood.

However, in the cacophony of content flooding digital channels, traditional one-size-fits-all strategies fall short. Personalized content goes beyond merely inserting a name; it’s about deciphering user behaviors, comprehending their wants, and delivering content that genuinely strikes a chord.

Data drives Personalization expansion

Until recently, marketers often employed “batch and blast” campaigns – generic messages sent out en masse, devoid of personalization. These campaigns were a mere numbers game, lacking relevance and compliance.

However, with the advent of marketing automation platforms layered atop CRM data, campaigns started gaining personal touches. Marketers could design campaigns based on limited yet more personal information. This transition marked a move from arithmetic growth – one campaign after another – to multiplicative growth, where controlled scenarios were crafted with ease. 

Marketing Campaign Growth based on data driven personalization.

Nowadays, marketers have access to even more data courtesy of tools like Customer Data Platforms (CDP). Each data point – from buyer intention to past purchases – drives exponential campaign growth as shown in the green boxes on the right of the above figure.  This data-driven reality poses challenges for downstream functional groups who struggle to manage the influx of auto-generated, real-time campaign ideas. In this context, content curation at scale becomes a crucial driver of success – a challenge many CMOs are grappling with.  

In the digital age there are exponential possibilities for content personalization.  Modern CMOs need to leverage new tools – real time data, GenAI, content management, atomic content – to engage audiences across the myriad of medium and the deluge of distractions.

Breaking down content to build up personalization. 

To address the need for highly customized messages, today’s CMOs are adopting innovative strategies. Taking a page from dynamic content optimization, atomic content, and other technologies, marketers are looking to breaking content into smaller components. This allows marketers to generate personalized assets as needed – leveraging Generative AI and real time data where possible. 

For instance, instead of creating a standard product page, marketers can create a collection of product features. Each feature tagged with alignment attributes like seasonality, buyer stage, and demographics. These tags then facilitate reassembly for specific data-driven use cases.

Instead of developing assets far in advance for say, a “manufacturing CFO doing research,” the system can generate personalized assets for various, and infinite, scenarios such as: CFO vs. CTO, Manufacturer vs. Retailer, Top of Funnel vs. Post-Purchase, and more. This process creates content on-the-fly, adapting in response to real-time inputs.

The Evolution of Engagement: Unleashing Personalization

Modern CMOs are embracing a practical, data-driven approach to content creation. They’re breaking down content into manageable pieces and utilizing AI-powered tools to seamlessly blend these components for diverse audiences. This adaptability not only streamlines the marketing process but also empowers brands to establish significant connections, harnessing the potent power of data for tangible impact.

Content creation from a data-driven approach drives personalization which will create better user experiences based on empathetic relationships between customers and brands. These relationships are built on what the customer wants and how they want to be treated through the lens of technology. Brands need to engage with customers in a contextual manner based on awareness, engagement, learning, and measurement.

As channels multiply and data flows in, mastering this complexity presents both a challenge and an exhilarating opportunity. It’s a chance for brands to navigate profound connections and wield the potential of data to craft impactful experiences.

By diving into this complexity and making the most of available tools, brands can effectively resonate with their audience, traverse the evolving currents of content marketing, and emerge as genuine pioneers of audience engagement in the digital age.

For more information on the Future of Customer Experience, read our blog:

Roger Beharry Lall - Research Director, Marketing Applications for Growth Companies - IDC

With over 25 years' experience leading technology driven marketing programs, Mr. Beharry Lall is now a Research Director with IDC covering Advertising Technologies and SMB Marketing Applications. He brings a unique multidisciplinary perspective, evangelizing the innovative and pragmatic use of both martech and adtech solutions for companies of all sizes. Early in his career Rog worked with an IBM subsidiary expanding into the Asian Market and subsequently, he spent over a decade at RIM (BlackBerry) building marketing leadership across new industry segments, geographies, and product categories. This background fuels his perspective as he researches enterprise customers engagement tools and tactics across the unified omnichannel.