MENA to spend $155 bil­lion in IT: Gart­ner

TravTalk - Middle East - - TECHNOLOGY -

As Dubai, along with the rest of the Mid­dle East and African re­gion, fo­cuses on IT in ev­ery sphere of travel, tourism and hos­pi­tal­ity, re­cent find­ings by Gart­ner re­vealed that the spend­ing in the IT com­po­nent in all ar­eas are set to in­crease to a stag­ger­ing $155 bil­lion over this year.

TT Bu­reau A ccord­ing to Peter

Son­der­gaard, Ex­ec­u­tive Vice Pres­i­dent and Global Head of Re­search, Gart­ner, there will be a jour­ney of change over the next few years to adapt to new tech­nolo­gies that will rev­o­lu­tionise the re­gion. He stated that Dubai has be­come a leader to­day as they have al­ready ini­ti­ated the adap­ta­tion of AI tech­nolo­gies in bank­ing, avi­a­tion and hos­pi­tal­ity sec­tors, some­times even in­tan­gi­bly.

Son­der­gaard says, “Travel in­dus­try is pri­mar­ily about sys­tems which in­te­grate with the cus­tomer ex­pe­ri­ence while adding as­sets that ex­ist within the in­dus­try. Only a few or­gan­i­sa­tions cur­rently have

mea­sur­able KPIs that al­low

you to un­der­stand dig­i­tal ex­pe­ri­ences that would ul­ti­mately turn into cus­tomer sat­is­fac­tion. There is a lot of fo­cus on us­age of tech­nolo­gies, whether it is things that per­tain to au­to­mated reg­is­tra­tion or ro­bots that help but most of it will be in­vis­i­ble tech­nol­ogy. The aim is to em­brace tech­nolo­gies that can sup­port a much more joy­ous form of client travel ex­pe­ri­ence.”

“Lead­er­ship is fore­most al­ways. This is fol­lowed by a vi­sion of what tech­nol­ogy means so that you can mea­sure the dig­i­tal KPIs to iden­tify the needs. It is im­por­tant to iden­tify the skills re­quired in the com­pany.

Travel in­dus­try is pri­mar­ily about sys­tems which in­te­grate with the cus­tomer ex­pe­ri­ence while adding as­sets that ex­ist within the in­dus­try. Only a few or­gan­i­sa­tions cur­rently have mea­sur­able KPIs that al­low you to un­der­stand dig­i­tal ex­pe­ri­ences that would ul­ti­mately turn into cus­tomer sat­is­fac­tion

You need to fig­ure out the type of peo­ple you need to lead the or­gain­sa­tion fur­ther into the dig­i­tal age,” Son­der­gaard opines.

He also shared that in 2018, the MENA re­gion will ex­hibit its high­est IT spend­ing in­crease in the last three years. Spend­ing in com­mu­ni­ca­tion ser­vices is the seg­ment that will largely con­trib­ute to the rise in IT spend­ing in MENA this year (see Ta­ble). Soft­ware is pro­jected to ex­hibit the strong­est growth in 2018, with a 12.7 per cent in­crease year over year. The growth has been driven by com­pa­nies pur­su­ing new func­tion­al­i­ties in ma­jor back-of­fice sys­tems like sup­ply chain man­age­ment, en­ter­prise re­source plan­ning and cus­tomer ser­vice.

Peter Son­der­gaard

Ex­ec­u­tive Vice Pres­i­dent and Global Head of Re­search, Gart­ner

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