31 January 2025
Amit Mehrotra, Vice President, Head of UK & Ireland at Tata Communications
Two-thirds of finance leaders have cost-cutting at the top of their agenda, according to PwC’s August 2023 Pulse Survey. Amidst geopolitical instability, ongoing skill shortages, and the ever-increasing concerns regarding sustainability, it is difficult to imagine a time when cost management will not be a top priority for businesses across the globe.
However, companies today face a paradox regarding digitisation: they must continue investing in technologies like the cloud and artificial intelligence to drive transformation and growth while simultaneously reducing costs to remain competitive.
A rush to adopt the latest technology trends means organisations are not using technology effectively. This includes dealing with technical debt from hasty investments, or managing digital workplace licences acquired during the pandemic for remote work, which are now underutilised in hybrid work models.
By rethinking their approach to ‘cost-cutting’ and instead embracing cost transformation techniques across key areas, businesses can position themselves for a future defined by agility, innovation, and sustained growth. There are four areas I encourage businesses to focus on.
Cloud technology and scaling
Cloud technology provides the flexibility and scalability businesses need to thrive in competitive markets. A decade ago, on-premise and upfront investments was standard; today, cloud-based solutions enable organisations to control costs and drive innovation. However, determining what should be migrated to the cloud and understanding the usage implications can be challenging. The risk lies in migrating everything, which can lead to rising usage costs.
The issue is compounded when businesses rely on a single cloud system. Adopting a multi-cloud approach allows businesses to tailor their infrastructure to meet specific industry, customer, and regulatory requirements. This improves cost predictability and reduces risk by shifting from capital expenditure (CAPEX) to operational expenditure (OPEX). Multi-cloud environments also enable businesses to build agile security and network ecosystems, enhancing resilience and responsiveness to market changes.
Workplace management
Effective workplace management is crucial to enhancing employee experience and productivity, both of which are key drivers of cost transformation.
The pandemic accelerated the adoption of digital workplace solutions, but many organisations now face the challenge of optimising these tools for hybrid work models. For example, modern workplace solutions like unified communications and collaboration (UCC) tools can aid businesses in streamlining their operations, boost employee morale, and increase productivity.
Enabling employees to work efficiently from any location helps with fostering a culture of flexibility and inclusivity, and companies can further enhance their operations by integrating UCC tools with their current IT systems to develop a seamless and efficient work environment.
Customer experience platforms
Customer experience (CX) platforms are essential for delivering personalised interactions and driving cost efficiency. Emerging technologies like AI and automation are transforming the way both society and businesses operate, with 65% of businesses reporting that their organisations are regularly using Generative AI (McKinsey Global Survey, 2024).
Integrating AI and automation with CX platforms enhances service processes and uncovers opportunities for upselling products. For example, self-service options powered by AI reduce customer enquiry resolution time. By providing advanced analytics and deeper insights into customer behaviour, AI can enable businesses to tailor their services more effectively to improve customer satisfaction, streamline processes, and identify cost-saving opportunities.
Network and connectivity
A secure, scalable, and flexible network is essential for supporting new technologies. Solutions such as SD-WAN and SASE can help businesses manage network traffic efficiently, improve application performance, and significantly reduce costs.
These networking solutions also improve security by offering businesses comprehensive control over network traffic visibility, ensuring data protection, regulatory compliance, consistent performance and reliability.
Embracing cost transformation techniques and leveraging the right technology can play a vital role in helping businesses optimise costs while at the same time driving innovation and growth.
