Mary-Lyn Raath, Head of iOCO Digital, South Africa

“With so much available technology out there, no single piece of it is going to do everything you want it to do,” says Mary-Lyn Raath, Head of iOCO Digital, South Africa. “Upgrading technology is a complex and sometimes overwhelming task requiring specialists in many different fields.”

Today, to perform upgrades successfully, one may need to tap into a combination of skills from different areas, including application development, IoT, automation, AI, and cloud computing. All these need to integrate with each other to create the best customer experience, in the most cost-effective and efficient way. The best way to achieve this is by adopting an outcomes- based approach, identifying the end goal that you want, and then working backwards from there to see how best to achieve it.