From the Inside November/December 2019

Another year is on its way out, and we look at all we did this year — what we didn't complete — and what still needs to be completed. Look at all the new technologies which have arrived to make our jobs easier and all the existing technologies that are making our jobs harder.

Too bad we can't live in a vacuum for a few months so we can get something done. We can't, it all marches forward, with or without our consent. If only…

With a new year coming up, we have to consider what new business operations and trends we are going to have to contend with. I've looked around and assembled a list of ideas about what we can expect to see in the upcoming year, and in the years beyond 2020. I've picked out three to focus on.

1. Businesses will have to continue to adapt to the modern customer.
   
   Customers today have more choices than ever, and they have shown that they gravitate towards those who prioritize the delivery of fast, seamless and personalized service. This is true whether they are ordering lunch, getting their car repaired, or making a financial transaction.
   
   Accessing and staying engaged with these customers will go beyond just mobile applications and websites. Companies that don't make it easy for customers to do what they want to do, when they want to do it, will likely see them moving on.
   
   Look for a Unified Customer Communication System as a means to stay engaged. We already have CMS on the back end, it will need to encompass everything from tweets to e-mail to phone and beyond.
2. People are going to be more paranoid about their information.
   
   Cyber threats will increase, and more data breaches are going to happen. New regulations will be created in an attempt to help secure user's and customer's data. Many of the new rules will make no sense to us because they will be based on outdated models. We'll still have to comply while we watch the law try to catch up to the current state of technology.
   
   We've already seen this in Europe with GDPR. There are many U.S. States - including California and New York - that are planning on passing laws that are modeled after GDPR. Compliance with new laws and regulations will require many changes to our systems. To both the software and to how we use them.
3. Modern Workplace
   
   The shift toward remote workplaces will likely continue. We will see people spending less time commuting and traveling, and more time working remotely. This will drive requirements for info-sharing and increase workplace collaboration. It will also start exposing cracks in VPN and other secure technologies. The mores something is used, the more it becomes visible to people looking for a way inside your security.

On April 20th, we will be hosting the 39th Annual International Spectrum Conference in Tampa, Florida. Many sessions will focus on these three these treads. In the coming months, I will be working with my speakers to produce the content details, so keep watch on the website for changes. As always, many of the sessions will be more than just "PowerPoint" and will demonstrate of what works and what doesn't.

Watch for more information in the coming months!

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Nov/Dec 2019