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8 Public Cloud Trends And Strategies To Watch In 2020

‘If a partner for 2020 really can work on the data strategy—building the data lake and the data warehouse and helping a customer define their data strategy and executing on that—I think they're going to be the long-term winners,' says Sandy Carter, an AWS vice president who leads its public sector partners and programs.

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Innovating On Behalf Of Customers

Organizations are looking beyond just their bottom line and starting to focus on their abilities to deliver more innovation on behalf of their own customers, according to Gearhart.

“They're really thinking more broadly and that being a part of what they can differentiate on,” she said. “Our focus … has been how do we allow customers to really leverage technology and innovation to power their businesses and extend it to customers? I see great examples in the massive acceleration we're seeing around things like CCAI, which is our Contact Center AI. It's taking a specific use case that allows enterprises to deploy AI and get a ton more value out of the data than if they did it by themselves. It's better for the customer, but it's also better for the agent and ergo, too, for the company. It actually drives down their costs per call, etc.”

Gearhart highlighted last year’s collapse of 178-year-old Thomas Cook—the London-based global travel company that went into liquidation last year due to crippling debt and competition from online booking sites—as an example of a company that failed to innovate for customers.

It’s an illustrative story for companies to say, “Hey, look, I can be disrupted,” she said. “That's kind of the warning story that has folks really thinking about … the benefit to our customers' customers.”

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