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November 27, 2014

Insurance Companies Face Huge Regulatory Reforms

Posted by Ravi Kumar S. (View Profile | View All Posts) at 7:36 AM

The insurance industry has been rattled out of its comfort zone by rapidly growing regulations

Every sector has its share of regulations, some more than others. When a deluge of new regulations hits an industry all at once, that's when you begin to hear words like "concern" bantered about in the offices of c-level executives.

Around the world, the insurance industry - as venerable and traditional an industry it can be - is indeed concerned. It has been rattled out of its comfort zone by rapidly growing regulations. These regulations and compliance standards differ greatly from region to region, but one thing is clear: The global insurance industry of tomorrow will look nothing like the one that's existed for the better part of 250 years.

Regulations, such as Unclaimed Property Act (UPA), Affordable Care Act (ACA) and ORSA in U.S. and Solvency II and Pensions Act in Europe and UK are already bringing numerous changes in insurance business. They are going to pose significant compliance challenges in the future as well. While UPA mandates life and annuity providers to proactively identify deceased policyholders and pay any unclaimed benefits associated; ACA requires insurance companies to provide health coverage to all applicants within prescribed standards and at an uniform rate. ORSA and Solvency II provides guidelines on risk based capital requirements, assessment approach and disclosure by the insurers on a continuous basis, whereas Pensions Act contains provisions to roll out single-tier state pension, bring forward increase in state pension age and introduce bereavement support payments. The next couple of years are going to be critical in the development of global insurance regulations and the industry will witness continued regulatory changes putting additional strain on insurers.

In this ever changing environment, insurers need to invest adequate time, resources and effort for developing the required capabilities to stay compliant and gain competitive advantage. Failure to adopt these regulations in a timely manner will draw significant penalty from the regulatory bodies and negatively affect the company's reputation in the marketplace.

While regulators are introducing stringent regulations to safeguard consumers and collaborating with other regulators across regions to develop and incorporate holistic compliance guidelines; insurers are using technology as a strategic lever to ensure faster and sustained alignment to the dynamic regulatory environment. Insurers are adopting an enterprise-wide data-centric approach and implementing advanced analytics and modern Big Data tools for real-time reporting and statutory filings. Insurers are taking advantage of digital technologies, smart devices and machines to gain access to real-time data and insights at an affordable cost, which goes a long way in helping the organization fulfill its regulatory commitments. Several insurers are investing on digital storage and workflow automation capabilities, which apart from accelerating the business processes and services, also reduces the burden of regulatory compliance significantly. The digitization drive by the insurers is enabling them to effectively address the growing concern of heightened regulatory intervention and develop an agile ecosystem to cater to changing market needs.

In whatever region of the globe - be it the United States or Europe - insurance companies are the ones that are becoming more nimble and better at what they do. They are concentrating on enhancing their offerings so that they become more visible and desirable, in an increasingly competitive market. Whether a country is mandating more private employer involvement or universal healthcare is paid for partly by the government; insurance companies are looking to be prepared for any new regulations.

November 24, 2014

Why Collaboration And Innovation Go Hand-In-Hand

Posted by Sanjay Purohit (View Profile | View All Posts) at 7:11 AM

Chris Curran, Principal and Chief Technologist, PwC, describes the evolution of The Internet of Things. [Source: https://www.youtube.com/watch?v=l_LT_ZKlVQw]

Seamless. That's a buzzword of today. A seamless platform gives consumer-focused businesses the vitality and robustness they need to perform in a hyper-connected and competitive marketplace. Everything must happen without a hitch.

You see, today it seems everyone is trying to sell something 'smart.' Smart cars, smart home systems, and, obviously, smartphones come to mind. But ask yourself just how smart any of these products really are. Instead of smarts, try rating their true intelligence - the extent to which they know about you and your expectations as a consumer. You'll find that most 'smart' products don't know a whole lot. 'Smart' products are neither able to see the whole picture, nor can they talk to one another.

Don't take my word for it. The conventional wisdom across the technology sector is that the Internet of Things might pan out to be a huge game-changer. Or, given certain industry trends, it could very well turn out to be a dud. I recently came across an essay that captured the fact that the future of the much-heralded IoT hangs in the balance. For it to be a success and change the way the world works, the IoT has to have seamlessness built into its DNA. It has to integrate every system that's connected to it. That's no small task, but there's plenty of precedence.

The dispatch I came across used the example of mobile telephony. Can you imagine using a different app each time you called a number on your contact list, who is on a different network? Telecoms long ago knew too much about the power of their consumers to know that not being integrated could have been deadly to their businesses. There still exists cut-throat competition in the telecommunications sector, but there exists integration as well.

For the IoT to be a profound game-changer, its basic promise has to turn outward toward the consumer from where it's facing at this moment: inward toward the developer. In other words, the success of the IoT hinges on seamless products. Such products become that way because they are the result of intense collaborative processes and innovation. They are fully integrated into every activity that your business is in. Such products make full use of your consumer base by making the kinds of connections that only a platform borne of collaboration can do.

So instead of opening one app to start your coffee maker and then having to download another app to turn down the thermostat, the IoT must become a seamless world geared towards the daily needs of the consumer.

In other words, people from all walks of life, from commerce to academia, are coming to understand both the power and the potential of the seamless platform. When our digital affairs are integrated into one, easy-to-use platform, information technology becomes a liberating force from which everyone can benefit.

November 20, 2014

Why Are Insurance Companies Embracing IT?

Posted by Mohan Babu (View Profile | View All Posts) at 9:01 AM

A major way that insurers are becoming more nimble and cost-effective is by embracing Big Data, mobility, and the Cloud

Fact: The insurance industry is slow to innovate. The reason? There's really been no need to do so until very recently. For hundreds of years its business model has been very simple and most of the large firms relied on an army of independent agents to sell their products to the public.

Just as the Internet revolutionized retailing, it is making waves across the ever-traditional world of insurance. That's because companies both large and small, old and new, can reach the public directly through the Internet. If the right Information Technology powers direct consumer access, the result is a potent combination of efficiency and cost savings for otherwise staid companies.

Add to this scenario the fact that we're seeing the development and maturity of the Accountable Care Organization (ACO). In the technology sector, it's a given that when companies collaborate, they're more likely to learn from each other and innovate. This concept is not as obvious in the world of insurance. So when ACOs help facilitate collaboration between providers and payers, we're experiencing a more streamlined process of care that strives to preserve consumer choice.

Consumer choice is important in retail and insurance providers should take some pointers from that industry. That's because retailers are accustomed to operating on razor-thin margins and are discovering that cost-savings and a renewed focus on the consumer can improve those margins. It's no different with the insurance sector. With growing options for the consumer across all channels, it's a no-brainer for established insurance companies to pay more attention to their consumer base. For instance, certain insurance companies have sponsored their own 'storefront' clinics that provide fast, efficient healthcare on their terms. Patients with chronic conditions are finding these clinics to be extremely helpful given that they are essentially economical, one-stop treatment shops.

Did you know that the treatment of chronic conditions and diseases (such as heart disease, stroke, diabetes, arthritis, and cancer) account for more than 70 percent of healthcare expenses in the West? To be sure, the medical world is working feverishly towards eradicating as many of these conditions as possible. In the meantime, however, insurance companies can work with providers and consumers alike to devise new, affordable coverage models that are relevant to the 21st century.

A major way that insurers are becoming more nimble and cost-effective is by embracing Big Data, mobility, and the cloud. Again, this is an ultra-traditional industry that has always placed IT in a rarified silo. But times are changing. The savviest and most competitive insurance companies are learning how to integrate IT across their global operations in order to facilitate cost efficiencies and robust growth well into the future.

November 18, 2014

How Connectivity Engages Patients & Healthcare Professionals

Posted by Ashish Goel (View Profile | View All Posts) at 7:55 AM

Soon we'll all be plugged into a connected healthcare network in which doctors can track our slightest missteps

The life sciences sector is a tale of two worlds. On the one hand, virulent strains of diseases are taxing governments and healthcare systems worldwide. Experts predict that there will be a significant shortage of doctors over the next two decades. And pharmaceutical R&D pipelines are drying up.

On the other hand, mobile technology is revolutionizing the industry. Patients will be able to relay important health information to their caregivers at the flick of a wrist. Epidemiologists will be able to track and predict outbreaks of disease by parsing mountains of data they receive from patients around the world. And the traditional visit to the doctor's office - with all that waiting in the reception room, surrounded by sick patients - might be a thing of the past.

Indeed, those two worlds are colliding, and it will depend on the power of connected devices to overcome the growing challenges facing the life sciences sector. In other words, this tale of two worlds is on the fast track to becoming one - one in which problems like runaway viruses and physician shortages are solved in part by Information Technology and connectivity. Another benefit of IT is that it is that researchers can reduce cycle time.

Remember the pedometer? I once attended a conference at which every participant received one with his registration materials. We all fastened them to our shoes and at the end of the week, the attendee with the most ground covered won an award. I think she walked a total of 20 miles just in and around the conference center. The pedometer, as crude an instrument as it is by today's standards, was a forerunner to the concept of wearable health technology.

The difference today is that such technology is connected to a greater platform. In the old days we scribbled down our pedometer's reading and compared mileage. Soon we'll all be plugged into a connected healthcare network in which doctors can track our slightest missteps and our pulses, too. A colleague of mine recently pointed out that mobile medical devices will soon require very little power to accomplish these feats. That's important, because they'll always be turned on. After all, a wearable turned off is just a bracelet.

Add Big Data to the constant monitoring of our vital signs. That means healthcare providers that are connected to us via wearable platforms will already know our past medical histories. Combined with real-time nerve and muscle movements, every person becomes a unique patient that can be monitored and provided for even if a real, live doctor isn't on call. What's promising about such connectivity is that it doesn't require the kind of active participation of the owner as, say, today's smart phones do. They'll be hard-wired, so to speak, to connect with healthcare providers when a person's blood pressure crosses a certain threshold.

One of my favorite innovations is to use a microphone - not exactly cutting edge technology - in an entirely new way. A sensitive microphone can measure blood pressure by listening to the wearer's heartbeat and hearing the pulses and reverberations of nearby muscle tissue. All that is then synthesized and sent to a healthcare provider.

Of course, pharmaceutical companies and biotech firms wouldn't mind receiving all that data, too. They'll want it for different reasons than your local hospital, but what they do with it could transform how prescription drugs are made. In fact, I recently discussed the concept of "coopetition" at a conference (not the one during which we wore pedometers) and predicted how digital connectivity will help Big Pharma deal with mounting regulations and industry red tape. If one organization has spent time and money figuring out a way through a complex maze of regulations, then it might use connectivity to show other biotech firms the same path. Granted, they're still competitors, but most everyone can agree that when less money is spent on regulations, there's more to be allocated towards R&D.

Speaking of biotechnology, connectivity will give it a big boost. Why? Well, imagine mapping the genome of every human being on earth. If all that data is stored in a secure place for researchers and scientists, drug discovery and treatment will take on an entirely new face. If doctors have access to billions of genetic markers, they'll naturally create an understanding of how diseases affect different people. And their treatments will be customized as such.

Many enterprises in the connected healthcare space have advocated for the construction of reliable data storage facilities that will house electronic patient records. If companies can establish public trust by constructing facilities that ensure the privacy and confidentiality of medical records, then connectivity will involve even more than just the sharing of genetic data and sequencing. It's a scientific given that the larger the sample size, the more detailed the outcomes in an experiment. So whereas some R&D trials dealt with hundreds or thousands of test subjects, soon connectivity will allow vast experiments involving tens of millions or even hundreds of millions of people.

The task then becomes how to sift through such vast databases to make any sense of it all. Yet the beauty of digital connectivity is that with Big Data-enabled tools, the analysis becomes as natural and effortless as running a software program. Granted, we're still in the early stages of delivering on these promises, but consider what the world has already experienced. Take the outbreak of the Ebola virus. World health officials have been able to track and to contain it in an extraordinarily efficient manner - even in countries that have small public health budgets.

Connectivity through Information Technology and software makes the world a smaller place. That fact has enormous potential for the advancement of healthcare and medical knowledge. When we as a global community share our challenges, our solutions come to us all the more quickly.

November 14, 2014

IT Powers a Financial Services Revolution

Posted by Mohit Joshi (View Profile | View All Posts) at 5:39 AM

Mohit Joshi talks about the scope for digital transformation in the financial services industry

There's perception and then there's reality. Walk into any bank and you'll notice that there are probably no less than six teller windows. But even in the busiest of cities in the middle of a weekday, there are at most two or three windows manned by a teller. The perception is that the bank is ready to serve customers at a moment's notice. The reality is that there are never more than a couple of tellers on duty.

The automated teller made it so that customers wanting to deposit or withdraw cash - functions that account for 80 to 90 percent of a teller's duties - could swipe their ATM card and be done with the transaction in a minute or two. No waiting in lines at the bank. Yet for the better part of 35 years, banks continued to design their branches with spots for multiple tellers. It's not that someone forgot to tell the architect; banks intentionally wanted to appear to have a sizeable, physical customer service force by having all those teller windows.

My hunch is that in the next few years you will finally start to see new branches open with far fewer windows. That's because the perceptions of the financial services consumer base have caught up with reality. Savvy customers have no intention of waiting in lines anymore because of a more recent innovation - one that rivals the ATM. I speak, of course, of mobile digital banking. What the ATM did for the teller, mobile banking is doing for the entire financial services industry. I met a Bank CIO recently who told me that he has more customers log into their mobile banking app in a day as enter any of their branches in a year !

I just read a news report about how one of the world's largest banks is laying off tens of thousands of employees. The bank continues to be profitable. It's not slashing its workforce in order to stay afloat. Quite the opposite. Its leadership rightfully acknowledges that digital banking has made many front and back office functions redundant and unnecessary. Why pay for a teller to stand at a window when the value of that position rests in Information Technology that powers a digital banking system? This is also why despite the drops that Banks have seen in their revenues, no one has dropped their IT spending. It would be suicidal in this market.

The best part of the digital banking revolution is financial inclusion. People around the world, many of them residing in the emerging and frontier markets, are now able to access banking services from their smart phones. No bank branch is even necessary. Digital services help people in all regions of the world do things like start businesses and grow personal savings. That means millions of people are being lifted out of poverty. It hard to be middle class or even aspire to reach there without formally entering the financial system.

Indeed, whereas the traditional bank teller might be a thing of the past, as well as all those teller windows, the digital banking revolution is stimulating the global economy in ways that will make all enterprises more productive.

November 12, 2014

How Consumers Are Changing Enterprise IT

Posted by Prasad Joshi (View Profile | View All Posts) at 9:51 AM

 Form factors such as the tablet or the mobile phone may soon be replaced by wearables like the glass or watch

A couple of days ago, I was keenly watching the launch of Amazon Echo. The first thing that came to mind was - the Star Trek computer. Well, the Star Trek computer was fiction, but Alexa, Google Now, Siri are here today. The fiction is now a reality!

This is exactly what's happening with consumer trends. You see, something that starts as a consumer trend, soon ends up with enterprise IT, with the tagline of 'we need to support that' or 'we should use it for our employees.' Think about this: how cool would it be if I could walk into my office (or access my virtual office from anywhere) and say "OK Infosys, whom am I speaking with at 9am?" The system would promptly respond with, "You have a call with Jack Ryan at 9am, Prasad." If I need more information, I will ask: "Tell more about him," to which, my faithful system will respond with the required information: "Jack Ryan is..." and all the information from my CRM and LinkedIn will flow in along with a summary of my email exchanges with Mr. Ryan. That future, my friends, is not too far away!

We were at Olive Garden a few weeks ago and our guests walked out talking about 'the best Tiramisu' they had just savored. When a happy consumer utters these words, it should be music to the ears of that restaurant manager. Up until recently, an enterprise like Oliver Garden (Darden) would hope that such a consumer would visit more often and recommend the company's products to their friends.

Today, it's all about digital consumers, who influence the marketing efforts of an enterprise. That's why a global company needs the kind of enterprise IT that can harness the power of consumer technology. Today's best IT is all about engaging consumers through social media, data analytics and more, at their locations in order to grow their business as rapidly and as efficiently as possible.

Companies are using another tool - 'gamification' - to tap into the growing sophistication of digital consumers. Let's face it: everyone loves a game - even if it's presented in such a way that the consumer doesn't realize that he/she is playing one. But the behavioral analysis that results from such online game-playing serves up valuable consumer information to companies. Suppose a gamification element is embedded in such a way that mothers use the tool to measure and monitor the nutritional intakes of their children. A consumer focused food company like Nestle can suggest products to moms that supplement their growing children's nutritional needs.

And speaking of wearables, Fitbit is a fabulous example of non-invasive incentives to alter the user behavior. Family members compete with each other and and ask "how many steps did you do today?." Many corporations have signed up for such devices and offer points for using one, with its direct effect on health insurance (gamification at play again)! Healthcare companies will be able to improve the well-being of their customers by offering a range of wireless health monitors. Industrial safety/employee health and safety can take on a new dimension with these technologies.

The truth is: mega tech trends are paving the way for new ways of living, working and playing! A few years ago, organizations were keen on exploring the ways to do business on tablets and mobile phones. Now, they have to think of ways to engage digital customers on other form factors such as glasses or watches. We are truly witnessing sea change in our 'technosphere'; a change that can be exploited to make our enterprises stronger, efficient, innovative and secure.

November 10, 2014

Retailers Are Rewriting The Rules Of E-Commerce

Posted by Dinesh Bajaj (View Profile | View All Posts) at 8:52 AM

eBay: How online boosts offline sales [Source: http://www.youtube.com/watch?v=rWoQ304VS2A]

There's an old proverb that reads: May you live in interesting times. I always think of that saying when I consider the exciting changes taking place in the retail industry. Look around at any global chain or online retailer, and you'll find that we're living in times that go beyond interesting.

Consider the giant online retailer Amazon.com. Its financial performance has been less than stellar, yet its stock continues to trade in the stratosphere. That sign of investor confidence is based, I think, on the premium placed on innovation. Their CEO and founder, Jeff Bezos, is so committed to the rapid delivery of merchandise ordered online that he is flirting with deploying a fleet of unmanned drone aircraft that can airlift orders straight from warehouse to front door in minutes. Indeed, investors are rewarding Amazon's penchant for innovative thinking when you consider the multiple at which the stock continues to trade.

The delivery drone concept is a one that elicits extreme views. People think it's crazy or downright genius. Either way, it points to the fact that online retailers are no longer thinking about their customers as floating around somewhere in cyberspace. They're thinking about where those customers are in relation to their fulfillment centers. That's a huge advancement and evolution in the story of e-commerce. It used to be that no consideration was given as to where the order originated. But now, online retailers are thinking in much the same way as traditional, bricks-and-mortar retailers do. They want to get as physically close to their consumer base as possible.

A traditional retailer studies demographic charts and builds or leases a store in what it thinks is the optimal location for foot traffic. Straightforward enough. But what fascinates me is that the China-based Alibaba, another e-commerce giant, wants to know the same information. Why? Well, its online-to-offline strategy will succeed on a global scale if it can get its goods to kiosks and nearby pick-up points very quickly. That means knowing where its online consumer base is physically speaking. Amazon's drone concept is based on the same idea. You wouldn't want a small aircraft lugging a box for hundreds of miles. It defeats the purpose of flying the delivery to the customer's doorstep.

Whether pick-up kiosks or delivery drones are in our future, it's anyone's guess. But one thing is for certain: Retailers need robust Information Technology like never before. They need to get inside the heads of the people browsing online so that they can best configure their delivery systems. To become the most efficient online retailer in the world, you have to have a good command of the offline space as well. As a result, enterprises are leveraging Big Data, behavioral science, and mobile technology with a newfound passion. Interesting times, indeed.

November 7, 2014

Who Spearheaded the Digital Revolution?

Posted by Suryaprakash K. (View Profile | View All Posts) at 8:31 AM

J.C.R. Licklider was one of the founding founders of the modern day Internet [Source: http://www.youtube.com/watch?v=3GfOTUoBpRw]

I see on TV news that people wait in lines for days to buy a new mobile phone or tablet. Current events got me to thinking: What if I were to walk down any street in any city of the world and ask a random passer-by about who were revolutionary figures in, say, the histories of India and the United States. Chances are that anyone would very quickly be able to tell you about Gandhi and Washington in their respective quests for freedom. But if you ask those same passers-by who were the fathers (or mothers) of the global digital revolution, they'll likely be at a loss for words.

This would be an interesting experiment, because a random person would take the mobile device he's holding (or the new one he's hoping to buy this weekend), access the Internet, and search for those leaders of a digital revolution that continues to shape our world. The irony is that even those digital devices or a quick web search - results of their spirit of innovation - might not reveal key names from history!

So why the discrepancy? Why is it that we're well versed in the history of political revolutions, but not in the history of the digital revolution? Part of the answer, I think, is that the digital revolution is happening as we speak. So it's not as if we can look back upon it. We're experiencing it right now, in the midst of it, and the most exciting parts of it are yet to come. But another reason is that so far the world has done a poor job of recognizing historical figures whose innovations led directly to the creation of the digital age.

To be sure, we know the modern day captains of industry who built (and continue to build) places like Silicon Valley and Bangalore. But what about the people from hundreds of years ago who first conceived of devices that would run on a series of 0s and 1s? It's good that we're finally learning about the details of these fascinating lives.

Here's a name that the average person wouldn't know: Joseph Licklider. If it weren't for his innovations back in the 1950s and 60s, nobody would be waiting in line to buy an iPhone because such technology might not even exist! Licklider did a couple amazing things. One was that he was asked by military brass in America to create a communications system that could continue to operate after the world was destroyed by nuclear war. Licklider envisioned a network on which the survivors of a global nuclear war could send messages to each other by allowing the electronic messaging to jump from whatever telephone line was operable to another line until it reached its intended recipient. Licklider didn't know it at the time, but he invented the Internet. That's the essence of what the Internet - and its visual counterpart, the web - does. Messages find whatever means necessary to be relayed from one end to another, even if it means a message must jump around from line to line and network to network all over the globe just to reach the person in the next room from you!

So this weekend, if you're waiting in a long line to buy a fancy new mobile phone, ask yourself where the digital revolution will take us next. Judging by its historical roots, it could be anywhere. We're in for a wild ride.

November 4, 2014

How Smart Utilities Are Energizing For Tomorrow

Posted by Ashiss K Dash (View Profile | View All Posts) at 8:28 AM

China is leading the world in Smart Grid investment [Source: http://www.youtube.com/watch?v=igeJhClqRMU]

A few summers back, on a sunny day in Seattle, I met an influential industry analyst to catch up on various issues in the utilities industry. We spoke about how Infosys can best position our clients for success.

As we settled down for this exchange of ideas, he ordered a coffee and I got a chai. We started talking about chai and about India and the variety of chais one can find in India. Then we shifted gears quickly and started discussing our favorite topic from the industry at the time: the Smart Grid.

I always felt at the time that the hype surrounding the Smart Grid was more vendor-driven than business-driven. It was a crowded market (and it still is in some parts) and every vendor had a 'solution' that seemed to define what the Smart Grid should look like. The challenge was that many of these solutions were looking for problems. In several parts of the industry, organizations were beginning their own pilot projects. Some of those projects were funded by utilities and some were wholly funded by vendors.

Information technology and business consulting firms were pushing for their solutions to lead industry-level discussions. The lack of standards and general confusion around areas of priority were blinding the vision when it came to building the optimal utility of the future. As the analyst and I finished our beverages, we concluded our briefing by discussing how the market will consolidate significantly once projects move closer to completion within the businesses in question.

As opportunities move from PowerPoint presentations, laboratories, and pilots to real life implementations, very few vendors actually invest in building the skills and scale required to ensure successful execution of these projects. No Smart Grid project can be claimed to be successful if the business processes don't become significantly smarter. In a way, consulting firms were busy recycling their old wine in new bottles. The result? Clients started consolidating their strategic partners. Very few players emerged as serious service providers in the Smart Grid arena who will deliver dependable results.

As the industry matures further and utilities start measuring value derived from these capital investments and funding becomes harder to obtain, the consolidation will continue. Niche solutions from integrators with the right skillset and who understand business issues will continue to do well. The adoption of the global delivery model for the Smart Grid and related projects is always a hotly debated topic. However, the scale and the skillsets required to deliver some of the complex undertakings has naturally positioned the leaders in the space well ahead of the rest. In fact, recent industry reports concerning Smart Grid services clearly show the consolidation of the providers and how the market has matured over the years.

The utilities industry is going through a very interesting phase. Cost pressures, regulatory issues, consumer expectations, disruptive models in generation, and competition are driving utilities to think innovatively like never before. It is an opportune time to derive maximum value out of the investments made so far on the Grid. Not to mention, the journey to make the Grid smarter is far from over. The tools to unlock the value will be hinged on mobility, analytics, and the power of social media. It is through this culture of innovation that future investments will be well funded. And the utilities partner ecosystem will be unforgiving to vendors who don't bring innovation to the table.

I plan to head back to Seattle very soon to exchange notes and catch up on industry issues. There is something prophetic about the chai at the Starbucks on 1st and Pike! I look forward to the discussions this beverage seems to encourage.

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