Best of Tech 2022 - Hot Tech Trends Across 16 Industries

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Disclaimer The report contains information that is an outcome of a rigorous research process. All care has been taken in considering diverse range of data that is subjected to a holistic analysis. The sources of information are also authenticated to the best possible extent.

But like any other research, this one too has its limitations. The quality of output depends on the quality of input as contained in annual reports and online sources. The report provides a market assessment by an analyst but it in no way comments upon the market standing of individual players.

Copyright @ Coeus Age, 2022. The report is meant to be used for internal decision making only and none of the part should to be used in any communication to the external world.

Contents Page Number Executive Summary

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Foreword by Dr Kapil Dev Singh, CEO, Coeus Age

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Foreword by Mr Sunil Thakur, Country Director, BMC Software, India and SAARC

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Ensuring Hassle-Free Digital Transformation - Perspective by Mr Deepak Singla, Sales Director, BMC Software, India and SAARC

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About Best of Tech

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India Economic Outlook

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India Domestic IT Market Outlook

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16 Hot Tech Trends 2022

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DX Index and Market Matrix

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About Coeus Age

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Best f Tech

a thought leaders’ forum

Best of Tech 2022 Executive Summary X A new tech landscape to emerge that thrives on Baseline automation of business processes and operations, Enterprise level data management Enterprise emerging-tech platform India Inc has bounced back on profitability despite persisting revenue pressures Business performance is expected to stay resilient through 2022 and 2023 despite the uncertainty on the pandemic

Cloud enabled infrastructure, and IT management automation and cyber security X Baseline automation is evolving into higher level capabilities such as Customer 360

IT spend is estimated to stay robust through 2022 and 2023, strong spend in manufacturing, CPG, metals and mining, and pharma

End to end services delivery

The Digital Transformation (DX) is evolving across industries with visible disparities – BFSI leads whereas Manufacturing (Discrete) lags

Employee life cycle and learning ecosystem management

16 tech agendas for 2022 and 2023 were deciphered from corporate narratives on digital

Customer life cycle management Industry 4.0 Unified supply chain Omni channel New digital business models X Few agendas will remain specific to some industries only Hyper local (specific to CPG and retail) Open market applications architecture (specific to BFSI) Agile and DevOps (specific to BFSI)

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FOREWORD Happy new year!

Ten years ago, we embarked upon a mission to analyse and decode Digital Enterprise. It’s been a great journey since then, characterized by innovation, collaboration, and lots of hard work. We have constantly been striving to come up with many industry firsts like Operationalization of the Construct of a Digital Enterprise, New CIO Leadership Paradigm, and the First Platform Narrative. We also accomplished our first global research using an innovative approach - A Board’s Eye View of Digital in Enterprise. The latest in the series is Best of Tech, a research program to look into the future of tech evolution.

In 2021, we celebrated the completion of 10 insightful years by Coeus Age. I would like to thank our esteemed customers, partners, and team-mates for being with us in this journey.

Our endeavour at Coeus Age has always been to provide actionable insights to the users and providers of Digital Technologies to thrive in the changing macro environment. Best of Tech initiative is one such offering.

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Hot Tech Trends Across 16 Industries

We launched the Best of Tech initiative in the year 2019 in the Government sector. Based on triangulation of multiple data points, our analysts had an informed and grounded take on the likely evolution of the tech space over the next 12 to 18 months.

The narrative around digital was collected, collated, and structured using an excel template. The content was analysed to identify themes and their interrelationships. In total 16 Hot Tech Areas were identified that become trends when seen from their relative focus across 16 industries.

After conducting it for 2 years, we realised the program has a relevance and need for other industry sectors as well. In 2021, we broad-based Best of Tech by covering enterprises across 16 industry sectors. Each industry has its own contextual reality and hence different use of digital.

The 16 Hot Tech Ares have been defined and their relative focus by industry has been presented in the report. The industries have also been mapped on the DX Market Matrix using two DX dimensions – Tech Evolution and Coverage. Banking and NBFC are the clear leaders, followed

by Insurance, Auto, and CPG.

We invoked a very innovative, and rigorous, method to base our Best of Tech Predictions for 2022.

We decided to study the Digital Transformation (DX) journey of large Indian enterprises as it unfolded over the past six years. The source of data that we identified was their annual reports (FY 2016 till FY 2021) and related content in the online space.

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We sincerely hope that you will find the research findings relevant and engage in a discussion to make them relevant for your business.

Best Regards

The New The O in the Coeus Age logo has a special significance. It denotes the new or the emerging organization in the digital age. In this organization - boundaries are getting transcended, a larger entity at the ecosystem level is getting coalesced into one, and in which performance is a direct outcome of the structures of innovation that are successfully built and sustained.

The New Organization is characterized by Change, strives on Innovation, and driven by Digital.

The real test of the new organization took place during the pandemic, which forced them to break the traditional organizational boundaries and make way for work from home, partner more strongly with others and deliver amid constraints, and build practices and structures that will have long term consequences for their functioning. Resilience, agility, and efficiency, and all at the same time, have emerged as the cornerstone of the business strategy.

The New Organization has become the Strategy as businesses manoeuvre themselves to constantly adjust their market positioning, define small windows of competitive advantages, and grab small yet fleeting opportunities.

Dr Kapil Dev Singh CEO, Coeus Age kds@coeusage.com, 9811771187 7

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FOREWORD

Today’s global economy is highly interdependent, and the impact of any disruption can create a ripple effect.

For example, COVID-19 has repeatedly moved from one city to another and from one country to another very quickly, affecting us all.

If we talk about the recovery, which is still ongoing, industries which relied heavily on technology have recovered better than those where it plays a more limited role. That said, businesses—no matter the industry—that have applied the right technologies have fared much better. And regardless of the technology deployed, being prepared is key to being able to respond to disruptions. Are you ready?

Being prepared means embarking on a digital transformation, if you haven’t already done so, and continuing that transformation if you’ve already begun.

Digital interactions are everywhere today, including

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in our daily lives, from virtual classrooms to fitness classes and telemedicine. While many of these things were available before the pandemic, stay-at-home orders made them a necessity and moved them into the mainstream.

Alongside that uptick in the use of digital services, there’s also been an increase in the data created by all of those touchpoints.

Nearly every human and machine interaction leaves a data trail.

According to ACI Worldwide, there were 70.3 billion real-time payment transactions in 2020, up 41 percent from the year before. Statista expects that we’ll generate 97 zettabytes of data in 2022 and almost double that to 181 zettabytes by 2025. With nearly 16 billion mobile devices expected to be online in 2022 and 64 billion Internet of Things (IoT) devices expected to be online by 2025, the amount of data will continue to grow.

All that data plays a major role in helping businesses make informed decisions. And knowing the power and value of data, and how to use it, will shape the future of every organization.

More than ever, banking, financial services, and insurance (BFSI) organizations are using data to provide a personalized experience, including through the use of automated and selfservice tools. Becoming a Data-Driven Business, and using that data to deliver a Transcendent Customer Experience, is fundamental to current and future success.

The Data-Driven Business and the Transcendent Customer Experience are two tenets of the Autonomous Digital Enterprise (ADE), a future-state business framework that integrates automation across all business functions.

An ADE: • Is highly agile, embracing new operating models so it can be disruptive in newareas while still supporting traditional business models.

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• Leverages actionable insights to anticipate customer needs and deliver goods and services at the right time, via the customer’s preferred channel.

The world is changing at a fast pace, and there are no signs of slowing down. In fact, BMC is also on a journey to become an ADE and a Data-Driven Business with an expansive data strategy that collects and generates insights from internal system, sales management, employee, and customer data to provide a Transcendent Customer Experience to our employees and customers, however and wherever they engage with BMC. According to the ADE Index research from BMC and 451 Research, an S&P Company, becoming a Data-Driven Business is a top priority for survey respondents. Data is also becoming a significant competitive differentiator for our customers, from a leading grocery company that used data to reduce waste to a healthcare system that used data for real-time visibility into staffing and beds to meet the critical care needs of the patients.

Beyond those examples, data is driving opportunities across industries, including BFSI, retail, manufacturing, telecom, and others.

We are delighted to partner with the Best of Tech 2022 initiative

by Coeus Age that maps the technology roadmap across 16 major industries in India, looking at data and how it's used. I congratulate Dr. Kapil Dev Singh for using data as an arsenal for getting out this report, which I am sure will help guide the industries in their journey to become an Autonomous Digital Enterprise (ADE).

Mr Sunil Thakur, Country Director, BMC Software, India and SAARC

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PERSPECTIVE Ensuring Hassle-Free Digital Transformation Mr Deepak Singla, Sales Director, BMC Software, India and SAARC The pandemic has accelerated digital transformation plans for several organizations, whether they were ready or not. BMC has helped many of them pivot to meet this new demand with a robust suite of products that leverage automation, artificial intelligence (AI), and machine learning (ML). With these new capabilities, they’ve been able to streamline existing, manual processes and create new ones that improve employee efficiency and productivity and give customers what they want, when and where they want it—virtually or through a human operator.

At the onset of the pandemic, many consumers turned to online tools and apps for their financial decision-making, from managing their money to initiating loans to buying a car or home, and banking, financial service, and insurance (BFSI) organizations that hadn’t yet begun their digital transformation were suddenly tasked with doing so as quickly as possible. Those digital transactions are now the norm.

We believe that successful organizations, including those in the BFSI industry, have survived—and thrived—by beginning their evolution to an Autonomous Digital Enterprise, a future-state business framework rooted in automation and emerging technologies.

Digital transformation has not only focused on consumers, but employees, too. Like so many companies around the world, BMC quickly shifted its global workforce to work-from-home status, and the vast majority of our employees are still doing so. Two of our core values are to prioritize people and do the right thing, and that has included ensuring that our employees have the right resources and support.

Any discussion of digital transformation should also include cybersecurity, especially with the growth of remote working as more employees use their own devices and work while disconnected from the network. BMC can help organizations harden their security posture with solutions that automatically handle access and authentication requests; sense, detect, and respond to outside and inside threats; and help them meet regulatory requirements.

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BMC’s 40-year heritage is grounded in helping the largest enterprises in the world drive operational excellence to ensure their systems and software are delivering on the promises they make to customers.

Solutions like Control-M helps customers automate and orchestrate business process and functions, allowing people to focus less on mundane tasks and more on adding value to the business. And the BMC Helix family provides leading IT service management (ITSM) and operations (ITOps) capabilities to ensure systems are running smoothly and to quickly address and resolve problems before they impact the business.

Many of our large, global financial services customers rely heavily on the mainframe to conduct transactions and business. The BMC Automated Mainframe Intelligence (AMI) family, which now includes the BMC Compuware portfolio, provides our customers with tools to modernize mainframe operations, harden security profiles, and simplify application development.

Additional enterprise solutions offer customers comprehensive asset visibility, robust cost control, personalized service management, real-time performance monitoring, intelligent automation, and auditready security and compliance.

Our customers can also leverage our solutions to optimize the complete breadth and depth of their data centres across on-premises, cloud, and hybrid solutions, regardless of their applications, services, or platforms.

With an overall global strategy that focuses on delivering value for our customers, we will build on the success of our BMC Helix Control-M software-as-a-service (SaaS) solution, continue enhancing our BMC Helix suite, and provide quarterly updates to our BMC AMI and BMC Compuware family.

We’re also incubating a number of new ideas in our BMC Innovation Labs, including: • Giving customers greater visibility into their Internet of Things (IoT) and edge infrastructure • Using augmented reality (AR) and ML to enhance actionable insights and automation • Better integrating back office systems to help improve employee safety and confidence when they do return to the office The BMC portfolio of open, scalable, modular technologies ensures that our customers can begin or further their journey to becoming an Autonomous Digital Enterprise, run and reinvent their business for growth and a competitive edge, and optimize their cost, performance, and security—just as we do, every day.

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Digital Factory Also known as smart factory or factory of the future, Digital Factory is an emerging concept that envisions a factory platform that connects machines, people, operating processes, and data in a cohesive whole.

It evolves through automation, data and platform layers and attains optimization, monitoring, and autonomy in factory operations.

The concept, however, is at the elementary phase of implementation through broad-based digitalization of individual processes.

“Digitalising manufacturing at Mithapur plant The Mithapur plant has embarked on a journey to become a world-class, smart factory. It is implementing the Digital Enterprise – the connected plant concept – in collaboration with a globally reputed organisation. With this, systems, processes and functions are being connected using ‘data’ as an enabler by employing worldclass technologies such as Analytics, IIoT, AI/ML algorithms, etc.

The system integrates data from multiple applications (distributed control/ production systems/ ERP/ supply chain management/ customer relationship management systems) into integrated analytics dashboards for realtime monitoring of plant operations, supply chain optimisation and inventory control.”

Tata Chemicals, 2021

Platform Layer An integrated and connected entity across manufacturing and business systems, driven by data

Data Layer Collection, Cleaning, Collation, Processing of Data from multiple sources and systems.

Isolated use cases for analytics, AI, ML, IoT

Automation Layer Broad-based digitalization of Individual Factory Operations.

“We are steadily moving towards smart manufacturing. Our 'Factory-of-thefuture' center focuses on areas such as Digital Manufacturing, Connected Machines, Additive Manufacturing, Robotics & Automation, and Augmented Reality & Virtual Reality. We are interconnecting networks and systems with the various digitalized components of the production process, and in the process of adopting AI to schedule, monitor and continually improve output.”

Mahindra and Mahindra Limited, 2019 “Setting up a platform for data collection and aggregation from multiple sources. The intent is to deliver data-driven performance management and governance through predictive analytics, generating real-time insights based on machine learning algorithms, and thereby creating a smart factory digital infrastructure.”

Hindalco Industries Limited, 2019 Knowggets = Knowledge Nuggets!

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Hot Tech Trends Across 16 Industries

ABOUT BEST OF TECH

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Putting Data at the Centre of Marketing. Broadly and Deeply.

Consumer facing industries need a holistic approach for walking the talk on ‘putting data at the centre of marketing’. There are great instances on ground at ITC, Godrej, HUL and a few more enterprises in the form of Sixth Sense, Black Box, and People Data Centre respectively that is treating customer data holistically - collecting from multiple sources, Synthesizing them together, and putting them to action. This has implications for many other business aspects such as brand strategy, product development, managing customer life cycle, omni channel, next best offer or hyper personalization, and building customer 360 view.

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Consumer Data Analytics, AI, ML Integration Synthesis

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Godrej Consumer Products, 2020

“Consumer preferences are constantly changing. To make sure we are ahead of the curve, we listen for signals that predict the next ‘big thing’ using data Next Best Offer/ Hyper-Personalization and advanced analytics. In our People Data Centre, we analyse millions of enquiries our Consumer Carelines receive each year and the conversations about our brands online. The insights we get drive the innovation and marketing of our brands – and, above all, help us give consumers the products they want.”

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ITC Limited, 2021

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y Chain Suppl Partners

“Your Company remains focused on building purpose-led brands anchored on larger consumer needs. ITC continues to increasingly Industry First Products/ leverage ‘Sixth Services Sense’, the Marketing Command Centre and Consumer Data Hub – an AI powered hyperpersonalised platform Brand Strategy backed by a robust partner ecosystem for content and data - to gain insights on market trends and consumer behaviour and synthesise the same to craft contextual brand communication and product development.”

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“We continue to leverage the Black Box, a physical digital command center at our headquarters in Mumbai, where we monitor live digital activity across our brands. It helps evaluate brand conversations and we use it to respond to issues and gather consumer insights for campaigns and new product development.”

Knowggets = Knowledge Nuggets!

HUL, 2020 Copyright @ Coeus Age, 2022

Hot Tech Trends Across 16 Industries

Best of Tech A Holistic Research Program

Best of Tech

is an innovative market intelligence initiative undertaken

by Coeus Age. The key objective of the initiative is to help technology decision makers in IT provider and user companies to get grounded insights on select enterprises’ plans for IT and Digital.

It deploys a unique methodology of collecting information on a 360 degree basis on IT and Digital initiatives by individual enterprises. A six years narrative is being collected as baseline information from sources such as annual reports and online. The narrative is collated using a structured approach and analysed by using a Model of Information Synthesis (next page) developed by our analysts.

Individual enterprise profiles were created on the companies covered. A combined analysis has also been conducted. Only the combined analysis is contained in this report.

Key concepts developed by our analystsA. Model of Information Synthesis - Data collected and collated in a structured format is subject to analysts’ experience to synthesize a reality B. Digital Enterprise: An Ideal Tech Evolution Model– Based on logical patterns that emerged out of studying enterprises’ digital journeys, an ideal tech evolution map in the form of a five stage model has been developed C. Digital Enterprise: Coverage – Denotes the breadth of the IT and digital transformation, across and beyond the enterprise D. DX Market Matrix – Mapping the individual enterprises on the Tech Evolution and Coverage Scales to see which are the ones that lead the pack.

E. Benchmark Companies – These leaders represent the benchmark for that particular industry that others can map themselves against F. Future Matrix – A projection of individual enterprise’s digital agenda or digital focus, over the next 12 to 18 months G. Hot Tech Trends – Collective industry perspective on the technologies in demand over the next 12 to 18 months

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Best of Tech 2022 A Unique Research Approach Best of Tech is an innovative market intelligence initiative undertaken by Coeus Age. The key objective of the initiative is to help technology decision makers in IT provider and user companies to get grounded insights on enterprises’ plans for IT and Digital.

5 4 3 2 1 16

Putting Individual Industries Together to Discover Hot Tech Trends 16 Broad IT Industry Trends for 2022

Putting Individual Enterprise Stories Together at the Industry Level Predict the Priorities Across 16 Industries for 2022

An Enterprise Level Analysis to Capture the Essence of the DX Journey Predict the Enterprise Priorities for 2022

Data Collation in a Structured Excel Template Both Qualitative and Quantitative Data Points

Capturing the Digital Transformation Journey of 123 Enterprises across 16 Industry Verticals Scanning 6 years of annual reports (2016 to 2021) + Online narrative

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Hot Tech Trends Across 16 Industries

Model of Information Synthesis Connecting the Visible Dots and Completing the Reality

Analyst’s View

Business Scenario and Imperatives

Enterprise IT and Digital Profile

IT and Digital on the Ground

Business Actions, Investment Decisions

that integrates the multiple dots of information together to make an informed judgement.

Key People Business Domains and Specific Technologies

Tech Evolution

Informed judgement in the form of the 1. Future Matrix - the digital focus (tech and process domain) for the near future (12 to 18 months), and 2. Pen Picture that is a qualitative view of the dots put together.

How do you know it is a cube when you can see only three sides?

You do so by putting your past knowled ge of cube with the partial view available here. That’s how our brain creates a complete picture even when provided with incomplete information. There is a high probability that the picture will be close to the reality. The more clearly we know of the relationship between the three known sides with three unknown sides, better is our judgement on the unknown.

The same concept is used to provide information about a company’s future IT and Digital. By looking at multiple sides of an enterprise’s business imperatives and it’s implications for IT and Digital usage, current and future, one can synthesize a complete view.

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Enterprise Digital Transformation Two Core Dimensions

Tech Evolution

Five stages through which enterprises evolve on their tech adoption. Each stage is a pre-requisite for the next stage to evolve. They move through baseline IT to adopting digital on a piecemeal basis to converging them at the enterprise or the ecosystem level.

Baseline

Baseline +

Digital Build-up

Digital Convergence

Digital Ecosystem

Coverage

The dimension denotes what is the breadth of the IT and digital transformation. It ranges from being individual centric tech initiatives or team centric or specific function specific or pan enterprise to creating an open market platform. Examples of open market platform include the stock exchanges or an open banking system or an eCommerce platform.

Individual

Team

Function

Enterprise

Open Market

Combining the two core dimensions of Digital Transformation gives us a matrix – The DX Market Matrix that maps the depth and breadth of DX in enterprises. It also helps identify the Benchmark Companies.

Benchmark companies are front runners, those who have attained the highest level of Digital Transformation. They set the competitive benchmarks for others to follow.

The mapping matrix also highlights their path forward on the Tech Evolution and Coverage Dimensions.

Source - Coeus Age Analysis, 2022

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Enterprise Digital Transformation Tech Evolution Dimension – Five Levels Level 5 – Digital Ecosystem Extending the power of digital to integrate the entire ecosystem that thrives on multiple stakeholders being brought together for exchange of value and products and services.

An open industry platform connecting multiple players together. Extensive use of APIs and open architectures to develop a layer of business process across enterprises and ecosystem partners.

Level 4 – Digital Convergence A strong data centric platform that is end to end digitalized giving the enterprise agility, resilience, and efficiency. The enterprise reaps the benefits of the baseline+ (for IT Infra and Applications) and Digital Build-up investments to innovate, create small windows of competitive advantage and exploit them towards better performance.

Broad-basing of the digital to more business domains through automation, data analytics and process autonomy leveraging data. Enable continuous industry first products and services, winning business models, and a data centric enterprise.

Level 3 – Digital Build-Up Integration between the baseline applications, micro processes automation using RPA, data standardization and unification, new data architecture, extensive use of Analytics/ AI/ ML/ IoT, Data Center Modernization, IT Operations and Management Automation, Deeper Cloud Play, Multi Channel Integration.

Analytics, AI/ ML/ RPA/ IoT engine at the core for extensive usage across business functions, Data Lake, Data Mart, ITOM Software, Omni Channel Integration, Cloud, Voice Technologies and integration with customer and employee facing apps, BPM, Data Integration between digital pillars viz mobility, cloud, analytics, AI/ ML, DevOps, containerization, start ups.

Level 2 – Base Line Plus Base level applications grow in their scope and functionalities.

Mobile apps become better with enhanced functionalities, simple yet business specific analytics tool with basic AI capabilities emerge, integration with mobile apps may happen, further build up of SMAC may be undertaken, and attention to AI/ ML/ IoT/ RPA may take place

CRM, ERP, DMS, DR, HRMS, SCM, Core Business Applications, Mobile App, Social Media Handles, Point Cloud Services, Analytics/ AI/ ML tools, integration of these tools with mobile apps, multiple digital channels for customer outreach, start ups.

Level 1 – Base Line Base level applications, though in standalone mode, across several business functions. The infrastructure may be organically enhanced or the legacy systems being leveraged till end of life. Very simple mobile apps, standalone use cases for analytics, social media presence, or use of cloud services for specific fringe services.

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CRM, ERP, DMS, DR, Core Business Applications, Mobile App, Social Media Handles, Point Cloud Services 19

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Enterprise Digital Transformation Coverage Dimension – Five Levels Level 5 – Open Market Open market is a concept where the scope of digital transformation goes beyond an enterprise or its close supply chain partners, involving a broader set of stakeholders like the long tail of buyers or sellers, developers, social community, regulators etc

An assortment of multiple technologies and stacks that when put together creates a platform that automates the policies and the functioning. Examples include a stock exchange or a banking ecosystem or an eCommerce platform. Though the core may be controlled, the fringes are mostly democratized.

Level 4 – Enterprise Softwares and tools that are pan enterprise or customers or close supply chain partners or that integrate functional applications into a cohesive whole

ERP, SCM, CRM that has broader scope across functions, management dashboards, enterprise data lake.

When put together they may also create an enterprise specific platform.

Level 3 – Function Digital applications, apps and softwares aimed at helping a function become automated. Function level data can be exploited for getting a better view on the performance and enabling decision making.

The specific modules of enterprise applications like the Financial ERP or HR application. E.g. Functional applications, datamarts, dashboards. When put together they may also create a function specific platform.

Level 2 – Team Applications that help a small team, in single or multiple premises, to interact, collaborate, and co-ordinate

Video and audio conferencing solutions, email software, local area applications, and basic software tools like project management

Level 1 – Individual Devices and tools that empower individual worker, with automation or information.

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Personal computing devices, standalone tools

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Digital Transformation DX Market Matrix Baseline

Collective

Baseline +

Digital Build-up

Digital Convergence

Tech Evolution

Digital Ecosystem

Open Market

Digital

Coverage

Enterprise

Function

Team

Individual

Physical

Individuals

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Connected Vehicle is the Future Connected Vehicle is a new but an emerging concept in the auto sector. A connected vehicle can exchange data, download software updates, connect with other devices (Internet Of Things or IoT). It can also provide internet access to the passengers. The connected car telematics can also be accessed through connected technology, and it is extremely useful in monitoring the vehicles’ performance, especially in an Electric Vehicle.

Connected Vehicles can provide many features such as infotainment, security, remote updates, performance monitoring, and usage optimization.

Eicher becomes the first company to offer 100% Connected Vehicles in the Commercial Vehicle industry in India.

Becomes the first and only CV player to introduce 100% connected trucks and buses with advanced telematics solution

As part of the ongoing transformation in connected services capability, every new JLR vehicle now has SOTA as standard. This gives all customers the ability to receive future software updates to their vehicle without having to visit their retailer.

Tata Motors, 2020

Eicher LIVE is India’s most comprehensive trucking solution for maximizing customer’s profitability and productivity

IoT platform for connected vehicle (CVP) journey, started in 2019, crossed integrated platform milestones to reach a production level maturity and release of connected features on Nexon EV and Nexon MCE. The connected journey has progressed further and deployed on most of the new

All new vehicles will come with 2 years’ subscription at company cost and free Uptime Services https://bit.ly/ConnectedEicher, July 2020

Passenger Vehicle programs and almost all Commercial Vehicle programs. Crossed a milestone of 1 Lakh vehicle onboarding onto CVP in March 2021.

A Next-Gen AI (Artificial Intelligence) driven open architecture connected solution, Digisense 4G improves upon the already successful Mahindra Digisense platform. This data-driven app helps farmers track their tractors and control their farming activities remotely. It aims to empower farmers with data on their farming operations, which in turn will enable them to make more profitable decisions.

Tata Motors, 2021

Mahindra and Mahindra Limited, 2021

Telematics: Advanced telematics solution ‘Suzuki Connect’ was launched as a genuine accessory.

‘Suzuki Connect’ aims to enhance user convenience and experience through various advanced technologies for emergency alerts, vehicle tracking, live vehicle status and preventive maintenance calls.

Maruti Suzuki, 2019

Knowggets = Knowledge Nuggets!

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INDIA ECONOMIC OUTLOOK

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India Economic Outlook

IMF Country Focus

Pre Pandemic, Pandemic and Beyond

India's Economy to Rebound as Pandemic Prompts Reforms November 12, 2021 India's economy is poised for a rebound after enduring a second wave of COVID-19 infection this year that further constrained activity and took a heavy toll on its people.

India GDP Growth Rate in % (CY 2017 – 2023) 9.5

6.8

8.5

6.5 4.0

2020 2017

2018

2019

2021

-7.3

IMF, Statista, 2022

2022

"What happens in India has a big impact, both in the region and in the world," Luis Breuer, IMF's senior resident representative to India, said in a recent IMF podcast. "You're talking about a large slice of humanity and the global economy."

RELATED LINKS Read the Article IV review India and the IMF

“After growing at very high rates for years, India’s economy had already begun to slow down before the onset of the COVID-19 pandemic. Between FY17 and FY20, growth decelerated from 8.3 percent to 4.0 percent, with weaknesses in the financial sector compounded by a decline in the growth of private consumption. In FY21, the economy contracted by 7.3 percent.

In response to the COVID-19 shock, the government and the Reserve Bank of India took several monetary and fiscal policy measures to support vulnerable firms and households, expand service delivery (with increased spending on health and social protection) and cushion the impact of the crisis on the economy. Thanks in part to these proactive measures, the economy is expected to rebound - with a strong base effect materializing in FY22 - and growth is expected to stabilize at around 7 percent thereafter.”

Last Updated: Oct 04, 2021; India Overview: Development news, research, data | World Bank

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India Enterprise Revenue Growth, FY 2017 – 2021 Enterprises are Learning to Cope with Revenue and Cost Pressures that are Expected to Persist

Revenue Growth Across 16 Industry Sectors (Based on 123 Enterprise Data) 50% 40% 30% 20% 10% 0% -10% -20% -30% -40% -50%

Manufactu Manufactu ring ring Discrete Process

Metals and Mining

Transport, Infrastruct Media and Supply ure and Entertain Chain and Constructi ment Logistics on

Oil and Gas

Power and Utility

Retail

10%

8%

9%

45%

8%

6%

13%

13%

8%

10%

31%

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11%

-5%

4%

9%

19%

4%

6%

18%

14%

22%

8%

18%

8%

9%

12%

6%

10%

17%

-12%

5%

-7%

-5%

10%

12%

3%

4%

12%

2%

0%

2%

4%

3%

4%

-11%

4%

-36%

9%

9%

-17%

0%

-17%

-9%

Overall

Banking

Insurance

NBFC

Auto

2017

8%

12%

18%

20%

4%

8%

3%

2018

15%

6%

2%

24%

7%

7%

15%

2019

16%

12%

17%

23%

6%

14%

2020

0%

16%

-24%

19%

-11%

2021

-3%

8%

38%

6%

-8%

2017

2018

2019

2020

CPG

Pharma Healthcare

2%

2021

Source - Coeus Age Analysis, 2022

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India Enterprise Profitability Growth, FY 2017 – 2021 Profitability has Bounced Back in H2 2021, Demonstrating Resilience Across Sectors

Profit (Before Tax) Growth Across 16 Industry Sectors (Based on 123 Enterprise Data) 300% 200% 100% 0% -100% -200% -300% -400% Auto

Manufactu Manufactu ring ring Discrete Process

Transport, Infrastruct Media and Supply ure and Entertain Chain and Constructi ment Logistics on

Metals and Mining

Oil and Gas

Power and Utility

Retail

CPG

21%

75%

50%

24%

156%

10%

-31%

109%

21%

51%

-9%

9%

17%

-1%

37%

10%

8%

-166%

22%

-12%

82%

1%

77%

8%

-6%

48%

11%

31%

-164%

3%

-2%

-31%

4%

-4%

177%

-29%

-39%

-2%

0%

74%

-85%

40%

-10%

-29%

Overall

Banking

Insurance

NBFC

2017

22%

-12%

16%

18%

-1%

-6%

2018

16%

26%

1%

33%

26%

0%

2019

-3%

-31%

1%

45%

-92%

14%

2020

-26%

94%

-51%

-8%

213%

-32%

15%

-63%

-74%

3%

-37%

2021

59%

43%

98%

-4%

-3%

17%

51%

150%

260%

31%

-324%

2017

2018

2019

2020

Pharma Healthcare

24%

2021

Source - Coeus Age Analysis, 2022

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Hot Tech Trends Across 16 Industries

INDIA DOMESTIC IT MARKET OUTLOOK

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India Enterprise IT Spend, FY 2017 – 2021 IT Spend to Grow Healthy Over the Next Two Years After a Small Dip in 2020

IT Spend Growth Across 16 Industry Sectors 35% 30% 25% 20% 15% 10% 5% 0% -5% -10% Overall

Banking

Insurance

NBFC

Auto

Manufactu Manufactu ring ring Discrete Process

Metals and Mining

Oil and Gas

Power and Utility

Retail

CPG

Transport, Infrastruct Media and Supply ure and Pharma Healthcare Entertain Chain and Constructi ment Logistics on

2017

9%

9%

4%

32%

-1%

8%

11%

9%

8%

8%

19%

4%

7%

15%

10%

10%

2018

9%

11%

18%

28%

1%

11%

6%

12%

15%

9%

12%

5%

5%

12%

12%

8%

9%

2019

12%

11%

17%

14%

13%

12%

11%

11%

16%

9%

15%

10%

9%

14%

12%

12%

15%

2020

0%

8%

10%

13%

0%

-6%

-5%

-5%

2%

7%

5%

3%

5%

12%

6%

5%

5%

2021

5%

5%

5%

6%

3%

3%

7%

5%

-6%

6%

0%

7%

9%

3%

3%

-4%

-3%

2017

2018

2019

2020

9%

2021

Source - Coeus Age Analysis, 2022

28

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Hot Tech Trends Across 16 Industries

India Domestic IT Spend & Growth (CY 2017-2023) The IT Spend in the Domestic IT Market to Cross 3,00,000 INR Crores in 2023.

2,32,068

2,09,070

2017

2018

2,56,203

2019

2,51,540

2,65,287

2,83,062

2020

2021

2022

3,05,421

2023

Overall Domestic IT Spend (INR Crores)

9.3%

10.3%

11.5% 8.6%

11.6%

10.4% 4.5%

5.5%

7.0%

6.7%

9.0%

7.9%

2020 2017

2018

2019

0.0%

Enterprise IT Spend Growth

Copyright @ Coeus Age, 2022

-1.8

2021

2022

2023

Overall IT Spend Growth

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India Domestic IT Market Outlook Software, Services, & Digital to Grow Faster •

IT Spend in the domestic market in India is poised to grow on account of enterprises transforming themselves

•

The need to transform digitally was accelerated by the onset of the pandemic, though digital has been an agenda since long

•

The pandemic has made resilience, agility, and efficiency of paramount importance

•

The IT Spend in the domestic market to cross 3,00,000 INR Crores in 2023

•

This is total of IT spend in the enterprise, SMB, government, and the consumer segments.

•

The growth in the enterprise space shall be a tad higher than the overall spend in 2022 and 2023

•

The high growth areas for 2022 and 2023 are expected to be software (business applications, IT management, cyber security, middleware, data management), services (cloud, XaaS), and digital (AI, ML, IoT, RPA)

30

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Hot Tech Trends Across 16 Industries

16 HOT TECH TRENDS 2022 Our research has identified 16 Hot Tech Areas.

In this section, each of these 16 Hot Tech Areas have been defined.

They span across three layers – the tech layer, the process layer and the business layer. There is an intrinsic relation between the three layers e.g. focus on tech layer will have impact on the process and in turn the business layer.

A color coding has been used through the report that identifies the trend associated with each Hot Tech Area for Each Industry. Green indicates a trend that has high probability of happening, orange indicates moderate probability and grey indicates low probability.

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Hot Tech Areas for 2022 16 Tech Areas that will See Increased Focus in 2022, Though the Intensity May Vary by Industry

BUSINESS New Digital Business Model

Customer Life Cycle Management

Employee Life Cycle/ Learning Ecosystem Management

End to End Service Delivery Capability

Omni Channel

Digitalized Supply Chain

Hyper Local

PROCESS Business Process Automation

Digital Operations/ Industry 4.0

TECH Customer 360

Enterprise Data Management

Enterprise Analytics, AI, ML, IoT, and RPA Platform

IT Operations, Management, and Security

Cloud Native Infrastructure

Open Market Applications Architecture

DevOps and Automated Testing and QA

COLOR CODING

High Probability - most of the companies across sectors have done or plan to do or have clear needs – trend is in full stride Moderate Probability – some companies or sectors have done or plan to do, or have clear needs, fully or partially - trend is in the making Low Probability- very few companies or sectors have done or plan to do or have clear needs - the need is still latent at a broader level Source – Coeus Age Analysis, 2022 32

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Hot Tech Trends Across 16 Industries

#1 New Digital Business Models Shall be Experimented through 2022 Though a phenomenon across sectors, the Auto sector leads and shall continue to invest through 2022 on New Digital Business Models. Yet most of these models shall remain in the initial stages and will take time to witness traction.

Description

On the Ground

Growth pressures demand new business models for new revenue sources New Digital Business Model is about identifying and addressing a new revenue stream, a new market, or new products and services using a digital native strategy.

It includes New online market places

“BFL is developing 5 proprietary marketplaces. These involve: (i) the ‘EMI store’; (ii) the ‘Insurance Marketplace’; (iii) the ‘Investment Marketplace’; (iv) ‘BFL Health’; and (v) the ‘Broking App’” (Bajaj Finance Limited, 2021) “‘Make it Yours (MiY)' programme where customers can choose new model via RE app, website and create motorcycle with their own choice of accessories. Supports service modules (Android and iOS platforms).”

(Eicher Motors, 2021) “‘eDiig' Auction Platform: Auctioned 5 lakh+ vehicles to become the market leader in the online auction space.”

(M&M, 2021) “Tata UniEVerse, is an entire electric mobility ecosystem, incubate electronics and software is to upscale competencies on Future Technologies, Disrupting Trends, Existing skill enhancement, Process improvement.”

(Tata Motors, 2021)

Ecosystem Innovation

“We are ramping up our e-commerce business, which is a separate P&L. accountability and fully functional capabilities across sales, marketing, innovation, supply chain, and finance. D2C selling provides incredibly rich consumer data. We have tested exclusive e-commerce variants of our current brands.” (Godrej Consumer, 2021)

A new eCommerce P&L

“e-Volve: a first-in the-Zinc industry B2B online commerce platform.” (HZL, 2021)

A community engaging platform (e.g. for the Farmers)

“Company is scaling up e-Choupal 4.0 - a crop-agnostic ‘phygital’ integrated agri solutions platform. This digitally powered platform seeks to empower the farming community by delivering customised solutions by synergistically integrating NextGen agri-technologies.” (ITC, 2021)

‘Build your product’ platform New services (like auction) platform

Source – Coeus Age Analysis, 2022

Industry Wise Banking

Insurance

NBFC

Auto

Manufacturing - Discrete

Manufacturing Process

Metals and Mining

Oil and Gas

Power and Utilities

Retail

CPG

Pharma

Hospitals

Media

Logistics and Supply Chain

Infrastructure & Construction

Moderate

Moderate

Moderate

High

Moderate

Moderate

Moderate

Low

Moderate

Moderate

Moderate

Moderate

Moderate

Moderate

Low

Low

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#2 Customer Life Cycle Management Shall Evolve Out of the CRM Drive in 2022 The Customer Life Cycle Management drive is prominent in Banking, NBFC, and Auto industries where the CRM is evolving into a cohesive CLM initiative.

Description

On the Ground

Customer Life Cycle Management is an abstract layer that builds upon multiple systems (customers data, financials, operational, and social) and is aimed at using digital for Mapping the demographics, behaviour and activities

“The entire customer life cycle beginning with lead generation is empowered through the use of an enterprise Customer Relationship Management (CRM) at the branches, contact centre and the digital channels.” (Mahindra and Manhindra Financial Services Limited, 2021)

Enabling all the customer touch points

“Going forward, Tata Capital will continue to focus on digitizing and simplifying the complete customer lifecycle to best cater to the growing needs of the evolving customers.” (Tata Capital)

Continuously gauging their needs and

“Introduced an integrated CRM platform to engage with customers throughout their lifecycle.’ (SBI, 2021)

Offering the right products and services at the right time over the life cycle

“The company is also looking to create a unified platform for customer lifecycle management – MyFortis. The solution will offer one stop shop for patients to book appointments for consultations/ diagnostics, store and view medical records, conduct tele/ video consults, medicine delivery, etc. This will be fully integrated with other Fortis digital systems including HIS, Oracle and the feedback management system.” (Fortis Healthcare, 2021)

Customer Life Cycle Management may start with a simple CRM but eventually evolves into a fully integrated, intelligent, and largely autonomous platform that leverages big data analytics, AI, ML, and RPA

“Maruti Suzuki has identified 26 such touchpoints to work on and nearly 23 of those are fully digital” (Maruti Suzuki, 2021, online)

Source – Coeus Age Analysis, 2022

Industry Wise Banking

Insurance

NBFC

Auto

Manufacturing - Discrete

Manufacturing Process

Metals and Mining

Oil and Gas

Power and Utilities

Retail

CPG

Pharma

Hospitals

Media

Logistics and Supply Chain

Infrastructure & Construction

High

Moderate

High

High

Low

Moderate

Moderate

Low

Low

Moderate

Moderate

Low

Moderate

Low

Moderate

Low

34

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Hot Tech Trends Across 16 Industries

#3 Employee Life Cycle/ Learning Ecosystem Management to Evolve Out of the HRIS Drive in 2022 While enterprises across sectors have been putting an automated (and integrated) HR automation system, it is now time to evolve it into managing the entire process from hire to retire. The pandemic has also catalysed the focus on leveraging digital for learning. The use of AI, ML promises to make the process highly personalized, both in terms of content and pace. BFSI, Auto, CPG and Pharma will be progressing faster in 2022.

Description

On the Ground

Employee Life Cycle Management is an abstract concept that builds upon multiple systems (employee data, financials, operational, and social) and is aimed at using digital for

“Launched our AI-enabled learning app encouraging ‘learning on-the-go’ and ‘peer-learning’”. (Aditya Birla Capital Limited, 2021) “The entire employee life cycle is mapped on to one of the leading Human Resource Management System (HRMS) and supplemented with other applications. (Mahindra & Mahindra Financial Services Limited, 2021) “InstA is our knowledge platform powered by Artificial Intelligence. It is a virtual assistant for Sales and Service teams. (HDFC Life, 2021)

Mapping the demographics, behaviour and activities Ensuring seamless services, from hire to retire Continuously gauging their needs and

Offering the right content for personalized development Employee Life Cycle Management may start with a simple HRIS but eventually evolves into a fully integrated, intelligent, and largely autonomous platform that leverages big data analytics, AI, and ML Tech driven personalizing engagement and learning Self paced learning, short burst learning content, gamification, and MOOC Ai, ML driven personalized learning, mobile enabled Integration with the Employee Life Cycle Management initiative

“Human Resource Information System (HRIS): brings together the entire range of HR processes and systems under a single roof, offering anytime, anywhere access to leaders and employees. (ICICIPru, 2021) “Resorted to online training, which includes e-Gurukul platform and online courses through Learning Experience Platforms (LXPs).” (Maruti Suzuki, 2021) “A new-age employee portal has been launched which provides a single window experience. We have a clear strategy of leveraging the cloud for innovation, agility and scalability.” (Asian Paints, 2021) “Online Employee Life Cycle processes enabled with “Employee self Service” and “Manager Self Service” modules empowered employees and led to an enhanced experience of HR Processes.” (Bajaj Consumer, 2021) “MentForME, a tool which enables mentor & mentees to connect digitally and Gamification as a learning methodology was also explored as a means of providing developmental opportunity.” (BASF, 2019) “In order to keep its employees motivated and trained, PI has launched the Percipio Platform that provides hundreds of e-Learning courses.” (PI Industries, 2021) “We achieved 100% compliance on conducting all our programs through Cornerstone OnDemand (CSOD), a software system which enables us to track learning of our employees.” (Hindalco, 2021) Source – Coeus Age Analysis, 2022

Industry Wise Banking

Insurance

NBFC

Auto

Manufacturing - Discrete

Manufacturing Process

Metals and Mining

Oil and Gas

Power and Utilities

Retail

CPG

Pharma

Hospitals

Media

Logistics and Supply Chain

Infrastructure & Construction

High

High

High

High

Moderate

Moderate

Moderate

Moderate

Moderate

Moderate

High

High

Moderate

Moderate

Moderate

Moderate

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#4 End to End Service Delivery Capability Across the Value Chain to Emanate from Holistic Business Process Automation and Digital Operations in 2022 BFSI leads in enabling end to end (or integrated) service delivery capability, across the value chain. It reflects the maturity of digital transformation in the financial sector. Customers can avail quite a few services without any manual intervention, through multiple channels, and with the use of analytics and AI/ ML/ RPA engines.

Description

On the Ground

Digitalized or Unified supply chain is an end to end linking of the suppliers – operations – channel – end user continuum rendering the following layers

“PACE is an initiative to digitize end to end supply chain processes that include system generated sales forecasting with market consensus, manufacturing plan generation and simulation, inventory planning, production scheduling & prioritization, optimal utilization of manufacturing capacity & other resources.” (Cadilla, 2021)

Transactional layer – how transactions can be recorded digitally along the entire continuum making critical process data available

“Application programming interface (API) based solutions for our customers have been enhanced for exchanging manifest at detailed levels to ensure an automated and seamless supply chain, from pre-pick up till post-delivery; inclusive of collections.” (Blue Dart, 2021)"

Intelligent layer – when data from transactional layers provide a visibility of the state of affairs, are subject to static or dynamic algorithms to predict and even optimize, and raise important alerts regarding actual or impending constraints Decisional layer – the information layer allows for decisions that can be implemented with just a few clicks Unified supply chain is developed by connecting the transactional layer across multiple systems (that may be across multiple enterprises), providing data from internal or external sources, and making actions like planning possible Leverages Automation, Analytics, AI, ML, IoT, RPA, API, and Cloud

“Cloud-based platform provides real-time information on production and external demand to its supply chain.” (Hero MotoCorp, 2021) “Using advanced algorithms that allow us to improve our demand forecasting, inventory planning, distribution planning and transportation planning. We implemented a completely automated warehouse integrated with the S/4 HANA Extended Warehouse Management Systems.” (Asian Paints, 2021) “The launch of a Supply Chain Portal by the Company enables reduction in the man hours spent on tracking shipments, while ensuring that the customers get real time updates. The portal enables end to end visibility for all full truck load shipments via the Cloud and GPS.” (BASF, 2021) “GreenTrack™ platform to help consumers track the entire journey of the product from plantation, and the reverse journey of the value chain to help garment houses and brands”. (Grasim, 2021) Source – Coeus Age Analysis, 2022

Industry Wise Banking

Insurance

NBFC

Auto

Manufacturing - Discrete

Manufacturing Process

Metals and Mining

Oil and Gas

Power and Utilities

Retail

CPG

Pharma

Hospitals

Media

Logistics and Supply Chain

Infrastructure & Construction

High

High

High

Moderate

Moderate

High

Moderate

Moderate

Moderate

Moderate

Moderate

Moderate

Moderate

High

Moderate

Moderate

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Hot Tech Trends Across 16 Industries

#5 Omni Channel Integration Shall be the Way Forward to Multi-Channels Strategy in 2022 Omni channel, beyond multi channel, is a logical step in channel management for the Banking and NBFC sectors. For many others like Auto, retail, and CPG the focus is still on multiple channels for marketing, sales, and services.

Description

On the Ground

Omni channel for sales and servicing is about being present across multiple channels, and provide continuity of experience (e.g. item selected on one channel will be fund in the cart on another channel).

It requires delinking of underlying individual applications with individual channels, and building a common interface between applications and channels for a uniform play for the customer. It is customer-centric concept and hence the quality of customer data that can be linked with it (customer 360) shall determine the quality of their experience through ‘personalization’ in the form of ‘next best action or offer’.

Customer could mean the end user or the intermediaries like retailers, and even employees Though leading BFSI companies have initiated the process, many others still need to embark upon the journey in 2022 and beyond.

“We have developed digital service journeys on multiple digital platforms including Web, WhatsApp, Chatbot & Voice Bot. Availability of our services on digital channels has increased significantly from 74% in FY 2019-20 to 90% in FY 2020-21.” (Aditya Birla Capital Limited, 2021) “…the Company has imagined a completely new way of conducting business and to move to providing financial products and services to its 48.6 million existing customers in a seamless manner by creating an ‘omnichannel’ framework. The omnichannel model would provide a flexibility to the customer to move between online to offline and vice versa in a frictionless manner.” (Bajaj Finance Limited, 2021) “We are focused on building a digital led omnichannel presence. Omni-channel 360-degree view of the customer comprising engagements through branch, SMS, e-mail, call centre, WhatsApp, Facebook, LinkedIn, Twitter WhatsApp and website”. (Magma Fincorp, 2021) “The Bank’s cash management business, Baroda DigiNext, provides a wide range of omni-channel digital solutions for customers for management of cash flows and liquidity.” (Bank of Baroda, 2021) “Launched an integrated omni-channel digital platform YONO, serves as a Digital Bank, an Online Market Place, and a Financial Super Store.” (SBI, 2018) “Digital 2.0 to transform customer journeys into omnichannel customer experiences.” (HDFC Bank, 2020) “Superior experience across all channels through Omni-channel platform.” (ICICI Pru, 2021) Source – Coeus Age Analysis, 2022

Industry Wise Banking

Insurance

NBFC

Auto

Manufacturing - Discrete

Manufacturing Process

Metals and Mining

Oil and Gas

Power and Utilities

Retail

CPG

Pharma

Hospitals

Media

Logistics and Supply Chain

Infrastructure & Construction

High

Moderate

High

Moderate

Low

Moderate

Moderate

Moderate

Low

Moderate

Moderate

Moderate

Low

Low

Moderate

Low

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#6 Digitalized Supply Chain Shall Take Concrete Shape Rather Gradually Across Industries in 2022 Most of the sectors are high on operationalizing a strong digital supply chain, mostly from the perspective of sourcing right at the right time and at the right price. A full-fledged unification with other systems is what will get initiated in 2022.

Description

On the Ground

End to End Service Delivery is digitalizing the entire chain of activities that makes the service. Applicable for both small or big services.

End to End Service Delivery involves digital enablement of the following - service request inputs, validation, documents upload, automated work flows, decision engines, auto generation, and service output.

It may be completely on a self service mode or may be monitored by someone for critical decisions, but every bit is digitalized.

“The core VF business related processes are undergoing technology-led transformation to launch a scalable digital platform.

Using service integrations to validate the person (identity / KYC, contact detail validation etc.), financial (financial stat. ement analysis and validation etc.), and transactional (bank accounts, ACH mandate, wallets etc.) aspects of the digitization, the platform aims to deliver a high-quality experience irrespective of whether someone is a long-time customer or a first-time borrower.”

(Cholamandalam Investment and Finance Company, 2021).

“Bank has launched an IT based solution for loan management as PNB LenS- the Lending Solution. End to end digital lending has also been enabled through pre-approved personal loans by using data analytics.” (PNB, 2021) “Work with startups to develop a cloud-based platform for handling end to end transport desk outsourcing operations for the PTS business.” (Mahindra Logistics, 2021)

The End to End Service Delivery may be used for multiple stakeholders – Customers, Employees, Suppliers, Dealers, Retailers, Regulators etc.

“On the Microbanking underwriting front, our proclivity to enhanced automation has enabled the implementation of an endto-end digital platform integrated with the bureaus and a business rule engine for automated credit decisioning and a straight through process.” Ujjivan Small Finance Bank Ltd., 2019)

The focus is shifting from small service to large service pieces.

One UltraTech App: This application drives unparalleled convenience and speed of daily transactions to our dealers/ retailers network across the country. Our dealers can book the orders anytime, anywhere with ease, assisted with features such as smart orders (based on previous trends) and one-click booking through favourite orders. (UltraTech, 2021)

Multiple technologies across multiple systems enable an End to End Service Delivery stack (or a service platform)

Source – Coeus Age Analysis, 2022

Industry Wise Banking

Insurance

NBFC

Auto

Manufacturing - Discrete

Manufacturing Process

Metals and Mining

Oil and Gas

Power and Utilities

Retail

CPG

Pharma

Hospitals

Media

Logistics and Supply Chain

Infrastructure & Construction

Low

Low

Low

High

Moderate

High

High

High

Moderate

Moderate

High

Moderate

Low

Low

High

Low

38

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Hot Tech Trends Across 16 Industries

#7 Hyper Local Shall be a Reality as a Direct Pandemic Effect in 2022 CPG and organized retail chains are working out ways to short circuit the path to local retailers and consumers.

Description

On the Ground

Hyper Local marketing is demand generation, demand capture, and demand delivery in a small locality

The supplies are locally procured, the replenishment is done with a super efficient back end distribution engine Many new age consumer models like cab hailing or food delivery is based upon hyper local enabled platforms COVID has given fillip to the model where consumer goods are being bought online for home delivery While incumbent CPG companies are making their existing supply chains more sharper at the last mile, there are few who are trying very innovative ways to deal with the situation

“Dabur tied up with MapmyIndia for a dynamic visualization of existing coverage across urban and rural geographies. Dabur also rolled out Suggested Order module – an AI / ML based algorithm that helps salesman drive the right assortment in store. The initiative was further supported by rolling out of CRS (Continuous Replenishment System) at stockist point – that enabled automation of order flow – for maintenance of right inventory and range availability at stockist point to support assortment drive.” (Dabur, 2021) “Predictive analytics enables our urban salespeople to sell the right assortment in a store. At the same time, GPS-enabled handheld terminals help us track our distribution network and uncover efficiency gaps. Analytics is also helping us improve distributor replenishment by minimising sales losses due to stock-outs.” (Godrej Industries, 2021) “Furthering our journey to create a digital customer ecosystem of connected stores, we have piloted ‘Samadhan’ our direct-to-trade order-fulfilment platform in Chennai. ‘Samadhan’ is fully integrated with our digital order capturing platform and aims to deliver speedier and reliable service to the retail outlets through warehouse automation and optimised last mile logistics.“ (HUL, 2021) “ITC has developed & implemented digital solutions for online ordering & engagement with the retailers, providing a personalised & omni-channel experience for the trade partners. Direct-to-home capability has been created in the form of ITC e-store, providing rich brand experience & online purchase options to consumers.” (ITC.2021) “Your Company expects the digitally enabled hyper-local model to be the next wave of innovation in fashion retail, which it is well-placed to capitalize on, with its strong brands, loyal customer base and a nation-wide store network.” (Aditya Birla Fashion Retail, 2020) Source – Coeus Age Analysis, 2022

Industry Wise Banking

Insurance

NBFC

Auto

Manufacturing - Discrete

Manufacturing Process

Metals and Mining

Oil and Gas

Power and Utilities

Retail

CPG

Pharma

Hospitals

Media

Logistics and Supply Chain

Infrastructure & Construction

Low

Low

Low

Low

Low

Low

Low

Low

Low

Moderate

High

Low

Low

Low

Low

Low

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#8 Business Process Automation and Analytics Shall Broad Base Across Business Domains in All Sectors in 2022 Enterprises across sectors are broad-basing their process automation drive and making them intelligent by adding analytics capability. The drive is extending into lesser automated domains such as auditing, legal and compliance, EHS etc.

Description

On the Ground

Business process automation is a never ending agenda. It follows a hierarchy of – Core, More, In-between and Beyond

Core enterprise process like ERP, CRM, SCM

More and more aspects of organizational functioning getting automation with extensions or best of breed applications around the core

In-between integration

micro

process

automation

for

“A Digital Web Application & Mobile App (M-Touch) has been developed to capture records of all field visits made by Branch Officials for recovery in NPA accounts.” (PNB, 2021) “Tata Capital is also working on the Finance Data project which will automate all regulatory reporting, Finance Management Information System, Expected Credit Loss computation for Ind AS filing.” (Tata Capital, 2021) “Integrating wealth business platform with Registrar and Transfer Agents (RTAs) and availability of current value of mutual fund investments on mobile and net banking.” (Bank of Baroda, 2021) “Use of AI-based OCR for instant document verification” (ICICIPru, 2021) “Digital intervention through the enterprise system SAP and Product Lifecycle Management (PLM) to ensure delivery of right product to right customer.” (Eicher Motors, 2021)

Moving beyond with mobile extensions or apps Embedding analytics, AI/ ML for process enhancement (like Voice and Chat bots, credit or risk scores, or pre-qualified offers), or RPA for repetitive tasks like auto-checks, or linking APIs for providing data inputs

“Mahindra's first digital employee named IRONA was launched using RPA to simulate and automate treasury's mutual fund investment operations.” (M&M, 2021) “Company has implemented SAP HANA during the first quarter and the system has been stabilised and running well.” (Bajaj Consumer, 2021)

Aggregating data for creating repositories, compliance, process performance measurement and enabling integrated dashboards as single source of truth

“The Company uses SAP-ERP to process financial transactions and maintain its books of accounts.” (Apollo Tyres, 2021)

The drive shall render many domains specific set of processes as E2E Service Delivery platform when a whole is automated in a meaningful way

“HPCL launched ‘HP Gas Vitran’ App for the LPG delivery staff for effectively planning and managing LPG refill request from consumers” (HPCL, 2021)

“We are focusing on the consolidation of various applications, integration of systems and digitalizing the manual processes.”

(Hindalco, 2021)

Source – Coeus Age Analysis, 2022

Industry Wise Banking

Insurance

NBFC

Auto

Manufacturing - Discrete

Manufacturing Process

Metals and Mining

Oil and Gas

Power and Utilities

Retail

CPG

Pharma

Hospitals

Media

Logistics and Supply Chain

Infrastructure & Construction

High

High

High

High

High

High

High

High

High

High

High

High

High

High

High

High

40

Copyright @ Coeus Age, 2022

Hot Tech Trends Across 16 Industries

#9 Digital Operations Shall Gain Traction, Gradually and Organically, Across Industries in 2022 Industry 4.0 is gradually gaining ground, piece by piece. That shall continue through 2022 and 2023.

Description

On the Ground

Industry 4.0, the most contemporary phenomenon in industrial operations, is defined as the use of digital to collect data using IoT/ sensors, leverage data analytics/ AI/ ML technologies, manage assets and resources, and converge with the business systems for decision making

“We are leveraging digital tools such as analytics at the Global Parts Centre (GPC), Utility Cockpit in the Chittoor plant, MES, Automation etc.” (Hero MotoCorp, 2021)

Industry 4.0 is a journey that evolves over time with the following being accomplished across the length and breadth of the manufacturing and supply chain footprint:

“IT platforms based on Industry 4.0 principles have been implemented in the two new paint facilities ( Real-time integration from shop floor operations into ERP and manufacturing execution systems). IoT and other sensor-based technologies have been extensively leveraged in these plants.” (Asian Paints, 2021)

Industrial process automation, MES

“Our facilities have accelerated the incorporation of technologies towards adopting the Industry 4.0 framework. This includes using cutting edge technologies, digital interventions from machines with sensors and edge analytics to sort relevant data.”

(M&M, 2021)

“As a start, your Company is developing digital-twin solutions at its Vilayat Unit for Chiller MSFE and Fibre Dryer processes.”

(Grasim, 2021)

IoT/ Sensors for operational data collection Analytics, AI, ML led discovery and autonomy Digital twins for key assets

“Embarked on implementation of the Golden Batch Project for one of its plants. This platform integrates with fully automated DCS plants and provides deep data driven insights into manufacturing processes. This year it has also been extended to three other plants.” (PI Industries, 2021) “Develop upcoming Dahej manufacturing plant at Gujarat as a Digital Smart Factory.” (Tata Chem, 2021)

Integration with supply chain components

“Under Industry 4.0, and the current trend of automation and data exchange, we undertook two key developments which are cloud adoption and convergence of IT and Operation Technology.” (Hindalco, 2021)

Convergence with the business system Drives efficiency, assets utilization, services revenue generation, ecological sustenance, and employee health and safety Industry 4.0 in Indian enterprises is evolving organically, piece by piece, location by location

“it plans to increase distribution automation from 40% to 100% in five years while deploying advanced sensors and adopting artificial intelligence and machine learning.” (Adani Transmission, 2021) “During the reporting period the Group has partnered with IBM to implementing the IBM Watson platform. This IOT based solution helps the HVAC systems adjust to changes in external climatic conditions and occupancy levels of the store whilst meeting the desired temperatures.” (Future Lifestyle Fashion Limited, 2021) Source – Coeus Age Analysis, 2022

Industry Wise Banking

Insurance

NBFC

Auto

Manufacturing - Discrete

Manufacturing Process

Metals and Mining

Oil and Gas

Power and Utilities

Retail

CPG

Pharma

Hospitals

Media

Logistics and Supply Chain

Infrastructure & Construction

Low

Moderate

Low

High

High

High

High

High

High

High

High

High

High

Low

High

Moderate

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#10 Customer 360 Shall Gain Ground in Banking, NBFC, and Auto Industries in 2022 Though few industries shall take up the initiatives, many more are awakening to the need.

Description

On the Ground

Customer 360 is about building a customer profile using multiple set of data, available both internally and externally Internal sources include customer profile, financial spend, and operational behaviour data External sources include social media behaviour, online actions, and third party sources like Aadhaar, PAN, IT (based on regulations) Customer 360 degree is a journey that evolves through technology’s ability to match external data points correctly with the customer cases available in a company’s database Customer 360 leverages multiple internal and external systems, and enterprise data warehouses and lakes.

Customer 360 can be leveraged by other initiatives such as ‘hyper personalization’ across omni channels, next best offer, and targeted marketing; may help build digital customer personas

“Project ePIC (e-Platform for Indian Oil Customers) was launched by the Corporation, which envisages creating a 360-degree view of customers, integration, and standardization of marketing efforts across product lines, better handling of customer service requests including grievances and presenting a unified customer experience across various access devices such as mobile phones, tablets, and desktops.” (Indian Oil Corporation Limited, 2018) “Company has put in place a Customer 360 program, where a data warehouse has been set up for all customer transactions and interaction data for the entire base of over 30 million customers across brands.”

(Aditya Birla Retail Limited (2021) “Omni-channel 360-degree view of the customer comprising engagements through branch, SMS, e-mail, call center, WhatsApp, Facebook, LinkedIn, Twitter WhatsApp and website." (Magma Fincorp, 2021) “Analytics on the Customer Data Platform (CDP) deployed helped in precision digital marketing and aided the smooth onboarding of customers.” (Asian Paints, 2021)

Source – Coeus Age Analysis, 2022

Industry Wise Banking

Insurance

NBFC

Auto

Manufacturing - Discrete

Manufacturing Process

Metals and Mining

Oil and Gas

Power and Utilities

Retail

CPG

Pharma

Hospitals

Media

Logistics and Supply Chain

Infrastructure & Construction

High

Moderate

High

High

Low

Moderate

Low

Moderate

Low

Moderate

Moderate

Low

Moderate

Low

Moderate

Low

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Copyright @ Coeus Age, 2022

Hot Tech Trends Across 16 Industries

#11 Enterprise Data Management Drive Shall Be a Trend in BFSI, Auto, and CPG Sectors in 2022 The data management drive shall gain momentum in most of the industries, while few still to wake up to the need

Description

On the Ground

Enterprises have data scattered all around – transactional and individual systems, excel sheets, emails, conversations etc.

This causes problems in building enterprise wide dashboards as it is difficult to obtain the data and also one may not even know that some data exists Data play requires a holistic approach to collect, clean, collate, structure, and enable free flow before it can be processed meaningfully The task becomes critical given multiple variety of data, coming in high volume and with high speed Enterprises need to invest in technologies such as Data Lake, Data Marts, Data Warehouse, Automated Data Engineering, and Data Storage and Back up Cloud models are becoming prominent for the ease, elasticity, agility, and cost effectiveness they provide

“With a scalable cloud-based Enterprise Data Warehouse (EDW) in place, BFL has now started to move raw data through ‘change data capture’ (CDC) technology from multiple online transaction processing system to a data lake. Run large workloads using Apache Spark as the compute layer. -- BFL’s entire data ecosystem and analytic workloads are now hosted on the Microsoft Azure platform.” (Bajaj Finance Limited, 2021) “DIGITAL DATA CENTER - A 360-degree view and single source of data for key metrics by building the Digital Data Centre - a. Building a data lake to capture and store all source system and non-system data; b. Develop data warehouses to manage the business specific requirements; c. Designing dashboards that show key trends and insights; d. Near real-time monitoring of key metrics; e. Enabling alerts and triggers on key metrics to enhance monitoring and reviewing (Cholamandalam, 2020). Significant progress has been made on the enterprise data repository built with the setup of a cloud-based environment to handle vast volumes of data from transactional systems as well as non-system sources.”

(Cholamandalam, 2021) “Tata Capital has invested into cutting edge technologies to set up the Data Lake which acts as a backbone to provide single source of data across all reporting.” (Tata Capital, 2021) “Bank has decided to implement Enterprise Data Lake using the Hadoop framework to meet all its information and analytics needs, be it providing data for ad hoc reports, MIS, regulatory reporting or advanced analytics for delivering hyper personalization, or models for driving retention.”

(Bandhan Bank, 2021) “• Google Big Query, Hadoop, Python : Using best and latest technologies available for data understanding/ processing • Data lake solution : Use of AI and ML to analyse structured and unstructured data.” (ICICIPru, 2021) “Using billions of transactions of sales billing and shopper transactions data, your Company has built a strong Data Lake that marries information across the entire journey of demand generation, capture and fulfilment - leading to sharper, timelier and more precise actionable.” (HUL, 2021) “Cloud technology is also being used to stream data from its production plants to use advanced analytics to drive greater machine efficiency.”

(Apollo Tyres, 2021) Source – Coeus Age Analysis, 2022

Industry Wise Banking

Insurance

NBFC

Auto

Manufacturing - Discrete

Manufacturing Process

Metals and Mining

Oil and Gas

Power and Utilities

Retail

CPG

Pharma

Hospitals

Media

Logistics and Supply Chain

Infrastructure & Construction

High

High

High

Moderate

Low

Moderate

Moderate

High

Moderate

Moderate

High

Moderate

Moderate

Low

Moderate

Moderate

Copyright @ Coeus Age, 2022

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#12 Enterprise Analytics, AI, ML, IoT, and RPA Platform Will See Adoption Across Sectors Though by Few Enterprises in 2022 The second wave of digital will become a holistic enterprise wide capability including people, process, and tech platforms in 2022 in many industries. This shall make the process of leveraging emerging technologies broad based, efficient, and effective.

Description

On the Ground

Emerging technologies like Big Data, Analytics, AI, ML, RPA, IoT are gaining attention by enterprise tech leaders and developers alike Though many use cases are being deployed, yet most of the actions on ground are in the form of ‘point solutions’ to solve local problems The tech know how and the tools are being identified and learnt with each individual use case In order to support a broader and deeper use of these emerging technologies, a centralized expertise in the form of people, processes, and platforms is required Many enterprises are spending on creating CoEs and on new age platform tie ups spanning long terms

“With over 40 million interactions and our continuous investment in NLP Bots infrastructure, BFL is now transitioning to Voice Bots channels — and has already deployed more than 25 skills on Alexa and Google Assistant.” (Bajaj Finance Limited, 2021) “Magma implemented Scienaptic (a leading AI-powered credit decision platform company) enabled an artificial intelligence (AI) /machine learning (ML) model for underwriting, collections and customer analytics. -- Implemented its proprietary digital under-writing algorithmic model called M-score, designed by deploying over 1 Mn data points spanning across 40,000+ customers across 71 cities and towns.” (Magma Fincorp, 2021) “Big Data and analytics models across several business areas and built a range of AI-based capabilities.” (HDFC Life Insurance, 2021) “Implemented Robotic Process Automation (RPA) platform for automating processes like invoice processing, gate entry and others.” (Hero MotoCorp, 2021) “Introduced a robust automated data analytics system across our plants (MES and DCS).” (Asian Pains Limited, 2021) “We have done successful pilots leveraging digital and Artificial Intelligence (AI) across manufacturing value chain of cement plant, thermal power plant, safety, mines etc.” (Ultratech, 2021) “The AI-powered Cardiovascular Disease Risk Score API is an intelligent platform that can predict cardiovascular disease risk score in the Indian population. Over 200,000 people have been screened using the AI-driven API on Microsoft Azure.” (Apollo, 2021) “SRL initiated the second phase of AI solution development engagement with Microsoft.” (Fortis, 2021) “Big Data setup has helped in getting advanced analytics on various segments of Blue Dart's operational process, Customer insights, and trends on volume/ revenue from different geographies.” (Blue Dart, 2021) Source – Coeus Age Analysis, 2022

Industry Wise Banking

Insurance

NBFC

Auto

Manufacturing - Discrete

Manufacturing Process

Metals and Mining

Oil and Gas

Power and Utilities

Retail

CPG

Pharma

Hospitals

Media

Logistics and Supply Chain

Infrastructure & Construction

High

High

High

High

Moderate

Moderate

Moderate

High

Moderate

Moderate

High

Moderate

Moderate

Moderate

Moderate

Moderate

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Copyright @ Coeus Age, 2022

Hot Tech Trends Across 16 Industries

#13 IT Operations, Management, and Security Will See Point Solution Adoption in Most of the Sectors in 2022 While some industries like BFSI, Auto, and CPG will invest holistically in 2022, others will still take a point solutions approach

Description

On the Ground

IT Operations and Management, IT Service Help Desk, Applications Performance Monitoring, Cyber Security and Cloud Management has a direct bearing on customer experience, both from availability and quality of service perspectives It entails use of IT processes automation to conduct daily routines and issue alerts, unified dashboards for continuous monitoring, and self managing and healing capabilities through the use of AI, ML

“Implementation of Cloud Migration: Hybrid cloud strategy has been implemented for scalability in applications and systems, Today, over 87% applications are on Public and Private Cloud.” (Aditya Birla Capital, 2021) “In its endeavor towards continual improvement in the IT operations and Service Management area, IT has adopted BMC- Helix service management tool through its One Tata Operating Network platform and is estimated to Go Live by June 2020.” (Tata Capital, 2020) “Help Desk and AI bot created to provide continuous IT support.” (ICICI Lombard, 2021) “Launched e-DRIVE, a digital platform developed in-house, to transition tech-support activities traditionally involving high physical engagement to virtual medium using 3D viewer software and Microsoft tools.” (Tata Steel, 2021)

Cyber Security is moving from covering the networks, data, data centers, applications, and end points

“Automated asset management process to achieve 95% asset accuracy with digitalised asset registered by integrating with Security Operation Centre (SOC).” (Tata Power, 2021)

Security Operations Center support continuous monitoring of threats and assessing effectiveness of the posture

“We established 24X7 Security Operations Centre (SOC). Our services are now protected with latest cyber security tools like Advanced Threat Protection, Security Intelligence Tools like SIMS, Data Leakage Prevention and Software Defined Network.”

(Fortis, 2021)

Managed Services bring in the right skills and processes that many individual enterprises may not have

“Internally we utilise various IT tools such as APMS, SAP and Mercury amongst others to help us achieve operational and business excellence resulting into tangible benefits.” (Adani Ports, 2021) Source – Coeus Age Analysis, 2022

Industry Wise Banking

Insurance

NBFC

Auto

Manufacturing - Discrete

Manufacturing Process

Metals and Mining

Oil and Gas

Power and Utilities

Retail

CPG

Pharma

Hospitals

Media

Logistics and Supply Chain

Infrastructure & Construction

High

High

High

High

Low

Moderate

Moderate

Moderate

Moderate

Moderate

High

Moderate

Moderate

Moderate

Moderate

Low

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#14 Modern and Cloud Native Infrastructure Adoption Will Remain Niche, Cloud Enabled Infrastructure Shall Gain Ground Across Sectors in 2022 While BFSI industries will invest on creating truly cloud native infrastructure, most of the other industries will be content with cloud based or cloud enabled infrastructure in 2022 Description

On the Ground

It is important to appreciate the difference between being cloud native and being cloud based.

Cloud native architecture is one that is designed specifically for applications planning to be deployed in the cloud, and microservices are an essential part of it. Cloud native is essentially about containerbased environments. It is more about how applications are created and deployed, rathe than where.

“The Company is in the process of migrating its Application Programme Interface (API) stack to a more robust technology infrastructure to ensure minimal latency. This will integrate consumer facing interfaces like web portals, mobility applications and BOTs to a micro services architecture hosted on a platform as a service (PaaS) infrastructure. Also, the underlying database is being migrated from relational database schema to NoSQL database for scale and high user loads.” (Bajaj Finance Limited, 2021) “The maturity of IT infrastructure has been improved through the combination of private and public cloud and use of co-location services.” (Mahindra and Mahindra Finance Limited, 2021) “The Paperboards and Specialty Papers Division has also set up a state-of-the-art Next Generation Smart and Hyperscalar Digital and Data Infrastructure at its plants, to enable real time operations control, process optimisation and quality improvements.” (ITC, 2021)

Cloud based architecture on the other hand is one that leverages cloud for the existing applications landscape or infrastructure needs.

“OTON (One Tata One Network) program as a part of its migration to a new cloud-based portal to be completed in CY 2021.” (Tata Chem, 2021)

The cloud native journey is in early stages

“The Company moved ~85% of its servers to cloud over the last 3 years in one of the biggest cloud migration programmes in Asia.” (Tata Steel, 2021)

On the other hand, the journey to cloud-based architecture for applications, infrastructure, and development platforms is spreading from few to more industries Yet, the need is rather limited to ‘new developments’, ‘fringe applications’, or ‘augmenting existing infrastructure’.

“Upgraded existing CDOS to make it more versatile, fast, and cloud-ready for future requirements.” (Cummins, 2021)

“The new journey that started with the adoption of cloud-for business systems will be expanded to manufacturing and operating technology data in a scalable manner.” (Cipla, 2021) “Your Company has now moved well ahead with seamless integration of digital and linear media technologies, which no longer constitute separate domains. During the year under review, your Company moved to a new media architecture with hybrid storage attributes enabled with cloud and edge playouts and deliveries.” (Zee Entertainment, 2021) Source – Coeus Age Analysis, 2022

Industry Wise Banking

Insurance

NBFC

Auto

Manufacturing - Discrete

Manufacturing Process

Metals and Mining

Oil and Gas

Power and Utilities

Retail

CPG

Pharma

Hospitals

Media

Logistics and Supply Chain

Infrastructure & Construction

High

High

High

Moderate

Low

Moderate

Moderate

Moderate

Moderate

Moderate

Moderate

Moderate

Moderate

Moderate

Moderate

Low

46

Copyright @ Coeus Age, 2022

Hot Tech Trends Across 16 Industries

#15 Open Market Applications Architecture Shall Gain Further Traction in BFSI Sector in 2022 BFSI industries shall continue investing in creating new application architecture that is open and innovation centric.

Description

On the Ground

Serving a customer digitally requires not just an enterprise but the entire ecosystem consisting of partners, distributors, and start ups and developers to be in synch. Even the customer must be on boarded on the digital platform for a seamless service delivery.

This requires an applications architecture that allows for their easy integration with the platform.

While BFSI, and other digital driven enterprises like Blue Dart, have taken the first steps towards embracing an open applications architecture, the journey is yet to evolve.

Over time, we will witness them undergoing massive transformation in their applications architecture based upon microservices API Gateway is an important service that makes it easy for developers to create and publish secure APIs. The APIs will act as a front door for applications to access data and business logic. It also takes care of authorization and access control. Developers use API Gateway to invoke different serverless functions for different API calls.

“Today, we have a robust digital ecosystem across our Protecting, Investing and Financing businesses. Our digitalecosystem partners include leading Payment Platforms, Travel and Leisure Platforms, E-Commerce Platforms and Financial Services Aggregators.” (Aditya Birla Capital Limited, 2021) “Bank has been at the forefront of digital transformation, investing in multiple areas keeping in view the long-term perspective of making the Bank future-ready: 1. Modernisation of architecture and APIs through micro-services, 2.

Refreshing of the application stack.” (Bandhan Bank, 2021) “Company has initiated the digital transformation journey and adopted open architecture on Public Cloud for its application landscape.” (Bajaj Allianze, 2021) “Launched API 2.0 platform to partner born-in-cloud digital companies to distribute insurance products. VPN and private cloud activated for customer data security.” (ICICI Lombard, 2021) “Application programming interface (API) based solutions for our customers have been enhanced for exchanging manifest at detailed levels to ensure an automated and seamless supply chain, from pre-pick up till post-delivery; inclusive of collections.” (Blue Dart, 2021) “ZEE5 has partnerships with Multiple players in the digital eco-system like telecom operators, e-commerce companies, travel and hospitality players, and e-wallets, which enable ease of access and payment for the consumers.”

(Zee Entertainment, 2021) Source – Coeus Age Analysis, 2022

Industry Wise Banking

Insurance

NBFC

Auto

Manufacturing - Discrete

Manufacturing Process

Metals and Mining

Oil and Gas

Power and Utilities

Retail

CPG

Pharma

Hospitals

Media

Logistics and Supply Chain

Infrastructure & Construction

High

High

High

Moderate

Low

Low

Low

Low

Low

Low

Low

Low

Low

Moderate

Moderate

Low

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#16 Agile Development and Automated Testing and QA Will Rather Remain Restricted to a Few Industries in 2022 Few industries are working on agile and automated development processes, but most are still not warm to the idea.

Description

On the Ground

Agile Methodology involves continuous iteration of development and testing in the SDLC process This software development method emphasizes on iterative, incremental, and evolutionary development DevOps is a culture that promotes collaboration between Development and Operations Team This allows deploying code to production faster and in an automated way Agile and DevOps are gaining ground in BFSI industries, yet to gain momentum in other industries

“• Transition and planning management • DevOps – Automation of all possible IT services • Test Automation capabilities • End-to-end Managed Services • Application Modernization • Launched Mobile Ticketing • Mobile-based inspection app called ‘SQAD’ implemented • Fully automated product costing system • App Customer Connect developed.” (L&T, 2021) “Company has invested in tools, technologies and practices for robust and expeditious ‘Development-to-Operations’ (DevOps) implementation to enable delivery of applications and services at a high velocity. Significantly strengthened its requirement discovery process; and also introduced visual designs, TechOps KPIs and advanced QA automation.” (Bajaj Finance Limited, 2021) “Created a detailed and dynamic digitization plan with adoption of Agile delivery which is being executed in a systematic manner to provide new user customer experience.” (DCB, 2021)

Source – Coeus Age Analysis, 2022

Industry Wise Banking

Insurance

NBFC

Auto

Manufacturing - Discrete

Manufacturing Process

Metals and Mining

Oil and Gas

Power and Utilities

Retail

CPG

Pharma

Hospitals

Media

Logistics and Supply Chain

Infrastructure & Construction

High

Moderate

High

Moderate

Low

Low

Low

Low

Low

Low

Moderate

Low

Low

Low

Low

Low

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Copyright @ Coeus Age, 2022

Hot Tech Trends Across 16 Industries

Digital Mine@Vedanta Vedanta is leveraging digital to transform itself into a Digital Mine. Smart Ore gives complete visibility into the end to end mining operations; Disha processes the vast amount of operational, financial and customer data for effective decision making; EVOLVE, a non ferrous metal ecommerce platform, enables it to discover the right price live; and its integration of marketing with back end procurement allows for a unified supply chain.

“Zinc International has worked in close collaboration with specialist partners GE & MineRP to create a fully integrated technological solution. This includes equipping the development phase of the mine, rather than retrofitting the systems once it is operational.

The digital concept is known as ‘SMART Ore’. It is an end-to-end solution, producing continuous, live data on the mine’s production status, quality of ore and quality of concentrate and mine conditions, enabling instant decision making. It will assist the team to monitor and manage the mining contractor and adjust the blending strategy based on real-time grade reconciliation.

This ensures a constant feed grade to the plant, making the process more efficient and reducing waste.

In our pursuit of zero harm, the plant will also boast of a stateof-the-art Collision Awareness System.”

“Project Disha, which leverages the wealth of data that the organisation has for decision-making, has started showing its results, owing to advanced analytics capabilities.”

“Scaling Growth through Smart Mining We augmented the digital touchpoints in our mines and automated additional systems and processes during the year. With the launch of the first-of-itskind e-commerce platform for non-ferrous metals called ‘EVOLVE’, we were effectively able to reach out to MSME customers with live London Metal Exchange benchmarked prices, and as low as 1 ton delivery for zinc and lead metals with a unique offering of live pricing.”

“We have augmented our business model by integrating our procurement and marketing functions. This will result in better economies of scale, lower process redundancies, and take us closer to our customers. Today, Vedanta has a single window for the selling of key commodities, enabled by digital platforms. It will also increase cross-selling opportunities and add on to market growth and new product development.”

“The Smart Edge An early adopter of new technologies, Sindesar Khurd Mine (SKM) has expanded its digital footprint further to introduce a new digital way of working with the vision to increase its Overall Equipment Effectiveness by 20% during the year as part of its digitalization program – Drishti.

The mine has been equipped with an optical fibre network, which was extended to a Wi-Fi enabled network for use by various utilities. This high bandwidth Wi-Fi network supports a data transfer rate of 10 GBPS. SKM has also recently commissioned an Integrated Control Room for mine and beneficiation plant operations from a single room.”

The biggest impact on our operations will be through ongoing digital transformation towards smart, connected intelligent mines which will be safer and more productive. Key features of our future mines will be autonomous drilling, autonomous haulage, remote controlled operations and real-time asset tracking and mine monitoring. I am proud to mention we already have a prototype of such digital mine in Sindesar Khurd and we expect 80% of our entire fleet to be autonomous in the next 3 years.

Knowggets = Knowledge Nuggets!

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On One Page When all the 16 tech areas are mapped for 16 industries, this is how the overall picture looks like. It clearly highlights the level of focus on digital tech priorities by industry and by tech area. We also attempted at converting it into a quantitative indicator by assigning a score to each cell by its color. The scores (Tech Evolution) are shown on the page on Digital Transformation Index.

Banking

Insurance

NBFC

Auto

Manufacturing Discrete

Manufacturing Process

Metals and Mining

Oil and Gas

New Digital Business Model

Moderate

Moderate

Moderate

High

Moderate

Moderate

Moderate

Low

Customer Life Cycle Management

High

Moderate

High

High

Low

Moderate

Moderate

Low

Employee Life Cycle/ Learning Ecosystem

High

High

High

High

Moderate

Moderate

Moderate

Moderate

End to End Service Delivery Capability

High

High

High

Moderate

Moderate

High

Moderate

Moderate

Omni Channel

High

Moderate

High

Moderate

Low

Moderate

Moderate

Moderate

Digitalized Supply Chain

Low

Low

Low

High

Moderate

High

High

High

Hyper Local

Low

Low

Low

Low

Low

Low

Low

Low

Business Process Automation

High

High

High

High

High

High

High

High

Digital Operations/ Industry 4.0

Low

Moderate

Low

High

High

High

High

High

Customer 360

High

Moderate

High

High

Low

Moderate

Low

Moderate

Enterprise Data Management

High

High

High

Moderate

Low

Moderate

Moderate

High

Enterprise Analytics, AI, ML, IoT, and RPA Platform

High

High

High

High

Moderate

Moderate

Moderate

High

IT Operations, Management, and Security

High

High

High

High

Low

Moderate

Moderate

Moderate

Modern and Cloud Native Infrastructure

High

High

High

Moderate

Low

Moderate

Moderate

Moderate

Open Market Applications Architecture

High

High

High

Moderate

Low

Low

Low

Low

Agile Development and Automated Testing and QA

High

Moderate

High

Moderate

Low

Low

Low

Low

50

Copyright @ Coeus Age, 2022

Hot Tech Trends Across 16 Industries

Power and Utilities

Retail

CPG

Pharma

Hospitals

Media

Logistics and Supply Chain

Infrastructure & Construction

New Digital Business Model

Moderate

Moderate

Moderate

Moderate

Moderate

Moderate

Low

Low

Customer Life Cycle Management

Low

Moderate

Moderate

Low

Moderate

Low

Moderate

Low

Employee Life Cycle/ Learning Ecosystem

Moderate

Moderate

High

High

Moderate

Moderate

Moderate

Moderate

End to End Service Delivery Capability

Moderate

Moderate

Moderate

Moderate

Moderate

High

Moderate

Moderate

Omni Channel

Low

Moderate

Moderate

Moderate

Low

Low

Moderate

Low

Digitalized Supply Chain

Moderate

Moderate

High

Moderate

Low

Low

High

Low

Hyper Local

Low

Moderate

High

Low

Low

Low

Low

Low

Business Process Automation

High

High

High

High

High

High

High

High

Digital Operations/ Industry 4.0

High

High

High

High

High

Low

High

Moderate

Customer 360

Low

Moderate

Moderate

Low

Moderate

Low

Moderate

Low

Enterprise Data Management

Moderate

Moderate

High

Moderate

Moderate

Low

Moderate

Moderate

Enterprise Analytics, AI, ML, IoT, and RPA Platform

Moderate

Moderate

High

Moderate

Moderate

Moderate

Moderate

Moderate

IT Operations, Management, and Security

Moderate

Moderate

High

Moderate

Moderate

Moderate

Moderate

Low

Modern and Cloud Native Infrastructure

Moderate

Moderate

Moderate

Moderate

Moderate

Moderate

Moderate

Low

Open Market Applications Architecture

Low

Low

Low

Low

Low

Moderate

Moderate

Low

Agile Development and Automated Testing and QA

Low

Low

Moderate

Low

Low

Low

Low

Low

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Industry 4.0@Tata Steel Industry 4.0 is being embraced by industrial firms, step by step, in an organic manner. Today there are very few enterprises who have a clearly defined blue print and on the ground traction of that blue print. Tata Steel is one such company that has achieved the laurels of being recognized as WEF’s 4th industrial Revolution Lighthouse for leading in embracing Industry 4.0 paradigm. It has three such manufacturing sites – Jamsedhpur, Kalinganagar, and Ijmuiden.

“Further, the Company is making steady progress in using Industry 4.0 techniques in the following areas:

“Fostering culture of innovation and preparing the workforce for Industry 4.0 Tata Steel has been on a multi-year digitally enabled business transformation journey intending to be the leader in steel making. In the process, we have made significant investments to develop capability as well as infrastructure. The financial year 2020-21 has been a testimony to our efforts in these areas with the recognition of Tata Steel Jamshedpur steel plant as World Economic Forum’s Advanced 4th Industrial Revolution Lighthouse for displaying leadership in applying advanced technologies to drive financial and operational impact. With this new milestone, Tata Steel is one of the few enterprises with three manufacturing sites in the Global Lighthouse network, with Tata Steel Kalinganagar Plant (India) and IJmuiden (the Netherlands) being the other two sites.”

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Plant Operations: Digital Twins to improve process efficiency by multivariate optimisation, predictive modelling for defect detection, through-process optimisation to maximise throughput and improve yield, prescriptive modelling to reduce specific consumption of materials.

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Maintenance: Smart plant maintenance through Maintenance Technology Roadmap and Smart Asset Management System.

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Energy: Energy Management System to improve energy efficiency, power sourcing optimisation to reduce cost.

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Procurement & Supply Chain: Agile & insights based buying through price prediction & e-auctioning, digital negotiation factory, prescriptive analytics to reduce total cost to serve, advanced analytics based network optimisation for iron ore (VISTAR), unified platform for Integrated Shipping and Port Operations (ISOP), text analytics to improve export documentation cycle time.

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Marketing & Sales: Digitally enabled product sales and customer engagement across B2C, B2SME and B2B segments through platforms like Aashiyana, DigEca and Compass, analytics powered retail sales acceleration (PARAS and ASCEND), improvement in value realisation from co-products through prescriptive and predictive analytics (AMRIT), online bidding platform for ETO inventory.

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Finance: Digital readiness for statutory changes, optimisation of cost and interests through online visibility and system-based controls.”

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Hot Tech Trends Across 16 Industries

DX INDEX AND MARKET MATRIX

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Digital Transformation Index This page shows a measure of the extent of DX accomplished in 16 industries on Tech Evolution and Coverage, and across 16 Tech Trends. The index is a reflection of what may be achieved by end of 2022 against what is possible in the given technological landscape.

Tech Evolution 80% 61%

80% 61%

NBFC

58%

Banking

70%

Auto

56%

70%

CPG

80% 54%

Insurance

70% 42%

Oil and Gas

41%

60%

41%

60%

Metals and Mining

Manufacturing Process

47%

47%

41%

60%

Logistics

Coverage 70% 41%

60% 37%

Retail

Pharma

60%

60%

60%

35%

33%

Hospitals

Power and Utility

Media

35%

35%

29%

50%

50%

28%

65% 43%

23%

ManufacturingDiscrete

Infrastructure and Construction

Overall

75% 75%

Digital Business Process Operations/ Management Industry 4.0/ Digital Factory

53%

51%

43%

42%

HR and Scaling up Integrated Enterprise IT Ops, Modern Unified eLearning Analytics, AI, Services Data Management Infrastructure Supply ML, RPA, NLP Management and Chain platforms Security

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51%

38%

37%

Customer New Business Customer Life Cycle Model on 360 Management Digital

Omni Channel

43% 28%

24%

Open DevOps Market and Applications automated Architecture testing for Innovation and QA

16%

Hyper Local

Source - Coeus Age Analysis, 2022

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Overall

Hot Tech Trends Across 16 Industries

DX Market Matrix Placing 16 Industries on Two DX Dimensions LEGENDS

Tech Evolution

Ins

Ret Hosp M&E P&U PH I&C

NBFC Bank

NBFC

Non Banking Finance Companies

Bank

Banking

Auto

Automobile

CPG

Consumer Packaged Goods

INS

Insurance

O&G

Oil and Gas

M&M

Metals and Mining

Manu – P

Manufacturing – Process

Log

Logistics

Ret

Retail

Enterprise

O&G All Log M&M Manu - P

Digital

CPG

Auto

Coverage

Collective Drive

Open Market

Manu - D

Function

Ph Team

Individual Drive

Physical 02-01-2022

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Individuals

Source - Coeus Age Analysis, 2022

Pharma

Hosp

Hospitals

P&U

Power and Utility

M&E

Media

Manu – D

Manufacturing – Discrete

I&C

Infrastructure and Construction

All

Overall

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Many Cases for AI@HDFC Life Enterprises are putting Artificial Intelligence (and associated technologies like Machine Learning) to multiple use cases. In an interesting way, HDFC Life has deployed Vision AI, Text AI, Speech AI to service customers effectively and efficiently leading to better customer experience, lower risks, and faster operations.

“Vision AI In order to mitigate risk at various stages in the policy life cycle, we have leveraged face recognition using Vision AI. The solution identifies unique feature in facial images and can confirm if two images are the same. The solution has an accuracy of 98% and is currently used in multiple areas. FaceSense is an application live across all our branches and helps to mitigate risk of incorrect payouts. This has processed more than 86K cases in FY 2020-21 across pan India branches. A similar application FaceMed is used to check for misrepresentation at medical diagnostic centres. 95% of all physical medical cases are processed through FaceMed. Life Certificate has been built to authenticate and complete a liveliness check for annuity customers. This app allows annuitants to complete their life certification within the comfort of their home, without requiring them to walk into our branches. Life Certificate capability has been used by more than 7,255 cases from July 2020 to March 2021. Auto-Scrutiny uses computer vision and robotic process automation to automate the process of policy document scrutiny. The tool helps to reduce work for operations and expedite customer on-boarding process. Health profiler uses advanced computer vision algorithms to capture a video of blood flowing through thumb to calculate heart rate and blood pressure.”

“In order to identify new opportunities of additional revenue, risk reduction and process optimisation, the Company has taken initiatives to leverage data along with technology and specialised manpower. These have led to capabilities such around vision AI (FaceSense), speech AI (TrueCue), machine learning and predictive models for early claims, persistency, customer propensity, financial consultant engagement, cognitive bots, AI based virtual assistant (Insta).”

“Text AI Using Text AI capabilities HDFC Life has built a conversation engine, which can service customers engaging across multiple text-based channels. The chat engine reads customer queries, comprehends the question and provides a response to the query. As a complementary capability, the Sentilyzer tool consumes the text-based interaction and ascertains the customer sentiments during the interaction session. This has been leveraged to identify opportunities for service improvement and potential cross-sell opportunities for customers who are happy with HDFC Life.”

“Speech AI Building on the trend of voice authentication, we have built our voice biometrics capability i.e. TrueCue. TrueCue extracts voice prints of the customer and authenticates it basis unique features. In order to determine sentiment from voice, we have built Emolyzer, a capability to detect emotions using the wave properties of voice.”

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ABOUT COEUS AGE

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YONO@SBI YONO (You Only Need One) is an integrated digital banking platform offered by State Bank of India (SBI) to enable users to access a variety of financial and other services such as flight, train, bus and taxi bookings, online shopping, or medical bill payments. YONO is offered as a smartphone app for both Android and iOS (Wikipedia). It is a holistic service platform that demonstrates the adoption of emerging Hot Tech Trends as discovered by our research. It is an End to End Service Delivery Platform spanning segments and product and service categories, delivering through Omni Channels; leveraging Broad-based use Digital (AI, ML, IoT, and Blockchain); and across the Customer Life Cycle. It also supports an Ecosystem that connects over 100 eCommerce companies to create a Marketplace of financial and non-financial products and services.

“During FY2018, we launched an integrated omni-channel digital platform YONO as an integral part of our digital drive.

This is India’s first fully digital service platform designed to facilitate banking as well as lifestyle needs of our customers through an all encompassing B2C marketplace. Apart from banking services, the application is designed to offer other financial products including investments, insurance and credit cards.”

“Launched in 2019, YONO Krishi possesses features such as Agri gold loan, YONO Mandi and YONO Mitra. The application caters to the banking needs of farmers. To handle high volume and low ticket loans in the Agri business optimally through a digital strategy, we are exploring opportunities to enter into partnerships with selected Agri-techs who have differentiated business model that will help in facilitating the transformation of the Agri supply chain to improve farm production opportunities for the farmers with the use of digital tools such as Artificial Intelligence (AI), Blockchain, IoT (Internet of Things) and ML-powered capabilities.”

“Your Bank has kept in mind the customer’s convenience with Ease of Banking and has offered these variants through YONO - PAPL (Pre-Approved Personal Loan), PAXC (Pre-Approved Xpress Credit), PAPNL (Pre-Approved Pension Loan), INSTA Top-up for Xpress Credit and Insta Top-up for Pension Loan. For our corporate customers, a Unified Corporate Banking setup - YONO Business providing Single Sign-On for customers to access five applications viz CINB, CMP, SCFU, e-Trade and e-Forex was launched. Additionally, new to digital customers were provided online onboarding of CINB, e-Trade and e-Forex.”

“Your Bank’s yonoBUSINESS offering for MSMEs, Corporate and Government customers is designed to focus on three pillars of the digital transformation: i) One Bank One Platform, building an omni-channel digital platform integrating CMP, Corporate INB, e-Trade, e-Forex and Supply Chain Finance under Single Sign On ii) Digital bank offering seamless end-to-end digitised customer journeys iii) New Age Banking to future proof the technology priorities such as API banking.”

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Coeus Age An Introduction We are a fast growing research and consulting organization that is continuously developing actionable insights for the business and government leaders build value amid digital disruption www.coeusage.com www.maximumgovernance.com www.leaddding.com

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DX@Bandhan Bank Bandhan Bank is planning a big DX initiative by adopting a 10 points agenda, which can serve as a holistic template of set of requirements for undertaking a technology transformation. It spans infrastructure, applications, APIs, agile development, omni channel, innovation, process automation, advanced data analytics, and a supporting culture.

“With ever increasing usage of smart devices, improved connectivity and demand for high-end user experience, your Bank is undergoing rapid modernisation to take services to the customer’s doorstep. Your Bank’s strategy will be to focus on building differentiated front-end layer, platform layer and intelligence layer using data to deliver superior banking value and experience continually across all customer lifecycle. As a part of Digital transformation roadmap, your Bank has started work on the following key areas by leveraging technology and data analytics at its core – 1. Modernise architecture to ensure decoupling of channels from applications, agility of operations, vertical and horizontal scalability, and harnessing the power of data for driving personalisation, at scale.

2. Intelligent infrastructure to ensure high availability, performance and scalability for digital banking propositions.

3. Refreshing the application stack to bring in the best of breed applications.

4. Re-imagining and revamping the user journeys to ensure cutting edge omnichannel experiences.

5. Continuous improvement in digital assets with an iterative approach.

6. Innovation through POCs within the Bank and in partnership with FinTech, BigTech and online consumer companies.

7. Improving productivity for front line and improve operational efficiency at back office.

8. Leverage data and advanced analytics capabilities to deliver hyper personalised experience, at scale.

9. Build open API stack to ensure partnerships across mutually value creating ecosystems.

10. Build the right talent with right capabilities and enabling culture to deliver the best digital banking proposition to our customers.”

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Best of Tech 2022 Analysts’ Team Dr. Kapil Dev Singh is the Founder & CEO, Coeus Age. He has over two decades of rich experience and has headed IDC in India for close to eight years as the Country Manager. He has been tracking the ICT industry for 21 years now.

Dr. Singh is currently spearheading path breaking research on digital enterprise and new technologies. He is passionate about driving a new discourse among the contemporary business leaders on managing business in the digital age.

Dr. Singh is an engineer, and an MBA. He is also a doctorate from Management Development Institute, Gurgaon, India. He regularly writes blogs and articles, which are read by business leaders across the globe.

Dr. Kapil Dev Singh has authored several books, including – Looking Inward, CIO Leading Change, The Platform Edge, LEADDDING, 41 Gems of Digital India, THRIVING IN A DATA ECONOMY, 51 Gems of Digital India, and The Growth Planner.

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