'Disruptive' internet challenges business, warn analysts

Gartner analysts predicted the future online at its technologyITxpo in Cannes, France.

Businesses and public sector organizations face a wave of disruption from the internet as well as enjoying its benefits, Gartner analysts have warned.

"The internet is going to disrupt business," research vice-president Kimberly Harris-Ferrante warned delegates at Gartner's ITxpo in Cannes, France.

Consumers were now readily using the internet to broadcast bad customer experiences to others, she said, citing an unnamed U.K. insurance firm which discovered its Wikipedia entry included a link to an "I hate this company" website set up by a disgruntled customer.

"The internet is not just positive, it's also going to have a negative, detrimental impact if we don't manage it properly," she said.

Harris-Ferrante said businesses could also face "many indirect impacts" from adopting new technology. Focusing on the insurance industry, she described how "black box" technology that recorded how consumers drove their cars could be used to create "pay as you drive" insurance packages, rewarding drivers who drive less frequently or mainly during the day with lower premiums.

But such systems tried out by Norwich Union and other firms had raised issues of bandwidth limitations, the need for data mining and new billing systems, she pointed out.

Andrea DiMaio, a distinguished analyst at Gartner, said the public sector faced similar issues. "Government is going through significant disruption because of the internet," he said.

Public sector organizations were increasingly delivering services online, but this created expectations from users about service levels "that government websites and portals can't provide", he cautioned.

A "much more significant" second wave of disruption was set to break as consumers took up Web 2.0 , he added.

Government portals were "going to become irrelevant" in the face of new types of internet channels.

Consumers would make use of new routes in to services, such as "mash-ups" that bring together content from a range of sources, and go through "the channels they choose," DiMaio said.

Mash-ups were "the one that's going to be really important," he said. But the new-style internet would harness "the power of integrated services and information in ways government agencies cannot predict."

Join the PC World newsletter!

Error: Please check your email address.

Struggling for Christmas presents this year? Check out our Christmas Gift Guide for some top tech suggestions and more.

Keep up with the latest tech news, reviews and previews by subscribing to the Good Gear Guide newsletter.

Tash Shifrin

Computerworld UK

Most Popular Reviews

Follow Us

Best Deals on GoodGearGuide

Shopping.com

Latest News Articles

Resources

GGG Evaluation Team

Kathy Cassidy

STYLISTIC Q702

First impression on unpacking the Q702 test unit was the solid feel and clean, minimalist styling.

Anthony Grifoni

STYLISTIC Q572

For work use, Microsoft Word and Excel programs pre-installed on the device are adequate for preparing short documents.

Steph Mundell

LIFEBOOK UH574

The Fujitsu LifeBook UH574 allowed for great mobility without being obnoxiously heavy or clunky. Its twelve hours of battery life did not disappoint.

Andrew Mitsi

STYLISTIC Q702

The screen was particularly good. It is bright and visible from most angles, however heat is an issue, particularly around the Windows button on the front, and on the back where the battery housing is located.

Simon Harriott

STYLISTIC Q702

My first impression after unboxing the Q702 is that it is a nice looking unit. Styling is somewhat minimalist but very effective. The tablet part, once detached, has a nice weight, and no buttons or switches are located in awkward or intrusive positions.

Latest Jobs

Shopping.com

Don’t have an account? Sign up here

Don't have an account? Sign up now

Forgot password?