"2010 saw the blooming of Digital Transformation, today has reached newer heights"

Sudhir Kunder, Senior VP & National Head: DE-CIX Interwire, India

Digital transformation impact on customer experience

“Digital transformation involves adopting technology into every facet of one’s business to drive enhanced customer experience. Even though digitalization began to take root in the year 2010, it wasn’t the ‘Thing’ it has become today.

With surging Internet traffic, the pandemic brought to the forefront the importance of stable interconnection. Enterprises experienced a huge shift in embedding digital plans into their systems, with more and more business-critical workloads running in the cloud, such that activities generally conducted in a time frame of 5 years moved to a 24-month window.

Cloud technologies like AI, IoT, etc. are used to gather customer insights, carry out a predictive analysis and bring in better customer experience. In addition to this, process automation tools are used to save on resources and enhance user satisfaction.

While we’ve seen a digital disruption in the past decade, this transformation is here to stay and is only set to accelerate”.

Different ways of seamlessly delivering data & insight

"In a globalized world, economic growth and the development of societies in most regions are now based on digital communication and digital services, and these in turn depend on the underlying digital infrastructure. Internet Exchanges, such as Mumbai-IX, are key to improving the quality of performance of digital applications and digital communication – for businesses, for medical facilities, for education, recreation/entertainment and news and media outlets – for all users, wherever they are. As a result, interconnection will become more and more important, and the infrastructure for interconnecting networks will become the foundation of the economy and industry – as essential to future life and business as power and water lines are today”.

Preparing to get into the phase of the new normal

“Even before the current COVID-19 crisis, we were seeing huge investments in new digital services and digital infrastructure. But what’s happening now, in response to lockdowns around the world, will change the game in many areas of activity. Businesses are shifting from monolithic, on-premise IT systems to platform-based models in which companies take part in ecosystems to share data and intelligence, and assemble solutions with third-party components. While cloud solutions facilitate data storage and handling, interconnection platforms are keys for the many-to-many data exchange.   

In early 2021, we will be introducing a new service at Mumbai-IX – direct access to the Microsoft Azure Peering Service. The service will provide highly reliable and optimized Internet connectivity to Microsoft's services – improving the user experience for Microsoft’s SaaS services by offering the shortest network path to the nearest edge POP in the Microsoft network. This is just one of the services that we provide to enterprises to ensure low-latency, secure and robust connectivity for their digital transformation”.