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Izitayela Zokuxhumana Kwedijithali ezingama-2021 Ezizothuthukisa Ibhizinisi Lakho

Ukuhlangenwe nakho kwamakhasimende okuthuthukisiwe sekuyinto engeke ixoxiswane kumabhizinisi afuna ukuheha nokugcina amakhasimende. Njengoba umhlaba uqhubeka nokungena esikhaleni sedijithali, iziteshi ezintsha zokuxhumana namapulatifomu wedatha athuthukile kudale amathuba ezinhlangano zokuthuthukisa ulwazi lwamakhasimende abo nokuzivumelanisa nezindlela ezintsha zokwenza ibhizinisi.

U-2020 ube unyaka ogcwele iziyaluyalu, kepha futhi kube yisikhuthazo emabhizinisini amaningi ukuthi ekugcineni aqale ukwamukela idijithali - noma ngabe lokho kungeza ngokuhweba nge-e noma ukuhambisa kwipulatifomu yedatha yamakhasimende eku-inthanethi. Njengoba abantu abaningi namabhizinisi behamba online, yini i-2021 ezobamba uma kukhulunywa ngokuxhumana kwedijithali? Futhi yini izinkampani ezingayenza ukulungiselela lokho okuzayo?

1. Ikusasa Liyiselula - futhi selivele Likhona

Amabhizinisi aseqala ukuqaphela ukuthi kulula kanjani ukuxhumana namakhasimende ngokusebenzisa amapulatifomu weselula nezinhlelo zokusebenza. Ngenkathi lo mkhuba wawusivele ukhona ngaphakathi kwezimboni namabhizinisi ahlukahlukene, i-COVID-19 isisheshisile isidingo sokuxhumana okulula, okuxhumana ngamaselula phakathi kwamakhasimende namabhizinisi. 

Yize abantu abaningi, kunjalo, bakwi-inthanethi, isikhathi esiningi seselula sichithwa kusetshenziswa izinhlelo zokusebenza namapulatifomu ezithunywa ngaphandle kweziphequluli nje. I-WhatsApp njengamanje iyipulatifomu yezintandokazi emhlabeni wonke.

Kusukela ngo-Okthoba 2020, abasebenzisi abayizigidi eziyizinkulungwane ezimbili bangena kuWhatsApp njalo ngenyanga, kulandelwa i-Facebook Messenger (abasebenzisi abayizigidi eziyizinkulungwane eziyi-1,3 ngenyanga) kanye ne-WeChat (1,2 billion abasebenzisi benyanga). 

Isitatimende

Ngakho-ke, izinkampani zidinga ukugxila ekutholeni ukuthi yiziphi izinkundla zamaselula ezikhona kumakhasimende azo, futhi zithole izindlela zokuzifinyelela kulawo mapulatifomu. 

Njengoba bambalwa abantu abavakashela izitolo zezitini nodaka, ukusetshenziswa kwamapulatifomu aku-inthanethi ukwenza ibhizinisi kuzokwanda, futhi ngawo, izindlela zokuxhumana ezingamaselula. Ukuze amabhizinisi azuze kakhulu ekuxhumaneni nomakhalekhukhwini, adinga izindlela ezisheshayo nezisebenzayo zokuqalisa izinhlelo ezidingekayo ukuze usebenze. Izinkampani zifuna izixazululo ezilula ze-plug-and-play ezenza amakhasimende akwazi ukuxhumana, ahlanganyele futhi enze nezinkokhelo ngobunzima obuncane ngangokunokwenzeka. Amapulatifomu amafu asebenzisa iziteshi zokuxhumana nokusebenza kokukhokha ahamba phambili kulokhu. 

2. Imiyalezo Esebenzisana Nokwakha Ubudlelwano

Izinsizakalo zemiyalezo zisethwe ukuthi zithandwe nakakhulu ngo-2021. Phakathi nohafu wokuqala wezi-2020, 1.6 billion umyalezos zithunyelwe emhlabeni wonke ngezinkundla ze-CM.com - lokho 53% ngaphezulu kunengxenye yokuqala ka-2019.

Sithole ukuthi imilayezo isicebile futhi iyasebenzisana - ayisenabo ubulungiswa imiyalezo, kepha zifana nezingxoxo. Amabhizinisi abonile ukuthi amakhasimende ayakwazisa lokhu ukuxhumana komuntu futhi bathande ikhwalithi yabo yokuxoxa. 

Ukuthola amakhasimende amasha kube nzima kakhulu ngoba abantu abaningi bahlala emakhaya, okusho ukuthi ukuhamba ngezinyawo ngeke kusebenze kahle ekushayeleni ukutholwa kwamakhasimende. Lo mkhuba uzoqhubeka ungene ku-2021, ukwenze kubaluleke kakhulu ukuthi izinkampani zibone ukuthi zidinga ukuqinisa ubudlelwane bazo nokwethembeka namakhasimende akhona. Imiyalezo yokusebenzisana neyomuntu uqobo kuyindlela enhle yokuqala ukwenza lokho. 

3. Ubuhlakani Bokuzenzela Phambili

Njengoba amabhizinisi aqala ukuxhumana kakhulu namakhasimende awo ukumisa ukwethembeka, azokwazi nokuqhubeka nokuzuza kokuzenzakalela - enye indlela ebalulekile yokuxhumana kwidijithali abazoyibuka. 

Ubuhlakani bokufakelwa buvumela amabhizinisi ukuthi akhulise imisebenzi yawo ngokushesha nangempumelelo ngokuchofoza okulula kwenkinobho. Ama-chatbots angaqaliswa ukuphendula imibuzo, ahlinzeke ngolwazi, noma afake izicelo zangaphambi kokungeniswa. Ukuxhumana okuvunyelwe i-AI kusebenzisa ubuchule ukuze kuthathwe amaphethini futhi kuphendulwe ngawo ngendlela engcono kakhulu, kube lula izindlela ezintsha zokwenza ibhizinisi.

Ama-Chatbots azosiza ama- $ 142 billion ekusetshenzisweni kokuthengiswa kwabathengi ngo-2024, kukhuphuke ngaphezu kuka-400% kusuka ku- $ 2.8 billion ngo-2019.

Ucwaningo lweJuniper

Njengoba amabhizinisi efuna amasistimu ahlanganisiwe ukubhekana nezidingo zawo, kufanele abheke ukusebenzisana nabahlinzeki bezobuchwepheshe abazimisele ngokuhlala phambili kunamathrendi, abakwazi ukwenza ngcono ukunikezwa kwabo kwensizakalo, futhi lokho kunganikeza izixazululo ze-AI kwiphakheji eyodwa elula.

4. Imali Isidlulile Kwidijithali

Ngabe ugcine nini ukushintshisana ngemali yangempela ngebhizinisi? Imali icishe yanyamalala ngokuphelele ezimpilweni zethu, kanti ngenkathi ukukhokhwa kwamakhadi kudlale indima ebalulekile kulokhu, ukukhokhelwa kwamaselula nakho kuye kwaba namandla. Izitolo zinokukhetha okukuvumela ukuthi uskene ikhodi ye-QR ukuze wenze inkokhelo, amabhange aseqalile ukuvumela imali ukuthi idluliselwe ezinombolweni zikamakhalekhukhwini, futhi ukukhokha nge-inthanethi sekuyinto ejwayelekile entsha.

Inani lemakethe lomhlaba wonke lokukhokhwa kwamaselula lizokhuphuka lisuka ku- $ 1,1 billion ngo-2019 liye ku- $ 4,7 billion ngo-2025. Njengoba izinkokhelo zedijithali zizokhula impela njengoba singena ku-2021, izinkampani ezinganikeza okuhlangenwe nakho kokukhokha okungenamthungo kumakhasimende azo yizo lezo zizochuma.

Ubunhloli beMordor

Uma kushiwo lokho, sidinga ukuhlala siqaphele izingozi ezihambisana nokwenza izinto online. Ama-cyberattack ayingozi yangempela, futhi ukwanda kwawo kuye kwanda kanye nezinkokhelo ezenziwa online. Ukufundisa amakhasimende nabasebenzi ngokuphepha kwedatha kuyisihluthulelo sempumelelo eqhubekayo yohlelo.

5. Ubuchwepheshe Obunikwe Amandla Ngezwi

Amadivayisi we-home automation akhulise kakhulu ikhwalithi nokusetshenziswa kobuchwepheshe bokubona inkulumo. Lokhu kuvula amathuba okusungula esikhaleni sobuchwepheshe bendabuko bezwi. Amamenyu asuselwa esikoleni esidala anethoni elinemvamisa eminingi asekelwe manje angathathelwa indawo izingxoxo zezingxoxo ezisebenziseka kalula kakhulu. Ungacabanga ukuthi ukhuluma nebhothi ekunikeza impendulo efanele noma ekuxhumanisa nomnyango ofanele, ngaphandle kokubona ukuthi ubungakhulumi nomuntu? 

Lokhu kunamandla amakhulu okukhulisa ukwaneliseka kwamakhasimende futhi kunciphise nezindleko zokusebenza uma kusetshenziswe kahle.

6. Indlela YeHybrid

Ubhadane luye lwaphoqa abantu abaningi ukuthi basebenze emakhaya, futhi sibonile ukuthi izikhungo zezingcingo zishintsha zaba okuthile okufana nezindawo zokuxhumana futhi, kwezinye izimo, zimelela okuwukuphela kwephuzu lokuxhumana amakhasimende analo nesitolo. Ngenkathi lokhu kuthuthuka bekuvele kuqhubeka ngaphambi konyaka we-2020, manje sekusheshisile, okwenza la maphuzu wokuxhumana abaluleke kakhulu kunangaphambili. Ukwehlisa umthwalo kulezi 'zikhungo zokuxhumana', amabhizinisi kufanele ahlole ukuthi iziphi ezinye izindlela zokuxhumana abangazisebenzisa ukwakha ubudlelwano namakhasimende.

Izinkampani seziqala ukugxila kakhulu ekusebenziseni amamodeli we-hybrid, lapho abantu nemishini basebenza khona kahle. Lokhu kunikeza amakhasimende okuhle kunakho konke lokhu: abantu bazwelana kakhulu, kuyilapho amakhompyutha engenza izinto zenzeke kahle kakhulu. Ikhono lethu lokusebenzisa izinzuzo zale mihlaba emibili lizongena kangcono onyakeni ozayo. 

Ukuqinisekisa Ukuhlangenwe nakho Okufanelekile

Izinhlangano ezithatha umuzwa wamakhasimende ngokungathi sína zizogqama ngomsindo futhi zinqobe amakhasimende athembekile. Yize kungaba nokungaqiniseki okuningi okuzungeze ukuqala kuka-2021, kunento eyodwa eqinisekile: ukuletha umuzwa omuhle, kufanele wazi amakhasimende akho kangcono kunanini ngaphambili. Namuhla, amakhasimende anamandla amaningi nokukhetha kunanini ngaphambili, okwenza ube nesibopho sokuqonda nokwamukela izidingo zabo.

Lapho usuwazi amakhasimende akho kahle ngokwanele, ungalusebenzisa lolo lwazi ukwenza ngezifiso konke ukuxhumana futhi usebenzise lolo lwazi lwamakhasimende nezindlela zokuxhumana zedijithali. 

UJeroen Van Glabbeek

Ngaphambi kokusungulwa CM.com njengoClubMessage ngo-1999 kanye noGilbert Gooijers, uJeroen wafunda iTechnology Management e-University of Technology e-Eindhoven phakathi kuka-1997 no-2002. Ngo-1998, waqala umsebenzi wakhe wokuba ngumphathi wephrojekthi kwa-Getronics PinkRoccade Civility.

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