Case Study The Covid-19 pandemic has forced organisations to think differently about business and adapt to change very quickly. Over the past two years, we have seen digital transformation on a scale we have never seen before and it is important for organisations to keep up with these emerging trends. Christian Rast and Jens Rassloff of KPMG (2022) discuss the Top 10 Tech Trends of 2022 that can shape how organisations function and deliver better customer service: In an increasingly connected world, technology has the potential to revolutionise and reinvent how we do business. As we look forward and prepare for a post-pandemic future, we're optimistic the latest tech trends can help address some of our most pressing business challenges and build a more equitable, resilient society. These trends are: . Hyperscalers: Winners of cloud concentration to dominate software and IT services market; Industry clouds: Tailored platforms become the next big evolution; Quantum computing: Near-term applications promise to optimise complex processes; Metaverse: Business models pivot from physical to virtual real estate; Al: Effective governance and tooling drive adoption at scale; Cybersecurity: Threat actors playing in the gaps and software assurance are top challenges; ESG: Data becomes critical to modelling scenarios and tracking progress; Low-code/no-code: Cultural change needs to follow technological advancements; Hybrid working: Choice in the digital workplace drives productivity and well-being; Talent: Attracting hot skills demands clear career paths. (Adapted from KPMG, 2022) Read the full article here and complete the task: KPMG. (2022). KPMG global tech report 2022. https://assets.kpmg/content/dam/kpmg/xx/pdf/2022/09/kpmg-global-tech-report- 2022.pdf (accessed 18 January 2023) These emerging trends have highlighted the importance of effective ICT systems in businesses and has identified shortcomings in businesses' existing ICT infrastructure. Your organisation has asked you to write report on ICT systems and business operations. With the above in mind, use the assignment question to compile your report. BBA2(R) ICT ASG_2022 Regenesys Business School 4 ASSIGNMENT QUESTIONS QUESTION 1 [100 MARKS] Analyse the case study and write a short introduction on why ICT systems are important to your business. Then, compile your report by discussing the following: Sub-heading 1: ICT value in business Discuss how ICT can create value in your business. Consider the various matters that might have impacted the existing ICT system during Covid-19 in the light of the case study. Sub-heading 2: Key problems in integrating ICT systems and business processes . Identify the key problems businesses face when integrating ICT systems with business processes. With reference to the case study, discuss the benefits of introducing an ERP system in your organisation to assist in integrating ICT systems and business processes. Sub-heading 3: Using ICT to improve CRM . Briefly discuss the capabilities of CRM systems to enhance customer service, sales force automation and marketing in your organisation. Briefly discuss how you can use the CRM phases to improve customer relationships. Sub-heading 4: Business intelligence Define business intelligence. Discuss how your organisation has implemented the changes in business intelligence for decision making with respect to the case study. Conclusion Summarise your discussion on the importance of ICT in your organisation and how it has the potential to improve business processes and overall customer experience. Use the rubric to guide you. BBA2(R) ICT ASG_2022 Regenesys Business School 5