For a business to stay ahead in the game, a key factor is its ability and preparedness to adapt to evolving digital technologies. It is therefore important for CIOs to ensure that enough time and effort is put in – to not just keep up with new technologies but also to understand how people choose to interact and experience these digital technologies.
As the number of digital touchpoints continues to increase, there’s a need to create an engaging experience that will cover all these touchpoints.
To make this innovative digital experience a reality, CIOs must drive IT teams to go beyond the user interface and deliver business outcomes. They should ensure that user experience research becomes an integral part of the process. The path to success involves going beyond mere recognition and executing engaging digital experiences that will ensure success.
This new decade demands experiences like never before – and not just digital domain or industry-specific ones. The challenge that CIOs will face here is not merely ensuring engaging device experiences, but threading the experience across all devices that will ‘build the face’ and determine people’s overall experience of the enterprise.
Here are some digital experiences that are expected to trend in 2020, according to the world’s leading research and advisory firm Gartner. Let’s dive in:
Multi-experience development: According to Gartner, the term “multi-experience” refers to the various permutations of modality (touch, voice and gesture, for example), device and app with which users interact on their digital journeys across diverse touchpoints.
The focus is going to be on developing omni-channel applications that cover a diverse range of touchpoints while ensuring the user experience (UX) remains consistent across devices and touchpoints. It covers everything from web and mobile to immersive and wearable devices. Multi Experience Development Platforms such as Neutrinos allow enterprises to capture new devices and technologies and deliver an effortless UX that covers all touchpoints. A compelling digital experience journey is certain to drive successful customer experiences.
Hyper-automation: Automation will be taken to a new level and create a significant impact. Technologies like Artificial Intelligence (AI) and Machine Learning (ML) are enabling rapid automation of tasks where humans are currently involved. These advanced technologies will automate not just tasks but processes, creating a significant impact, much beyond the current automation capabilities. RPA (Robotic Process Automation) has already become a crowd favorite but automation will continue to grow with the help of innovative technologies like AI, OCR, process and content intelligence.
AI-powered agent interfaces: Enterprises that use chatbots to cater to customer needs are on the rise. These were the first set of conversational user interfaces to be adopted, and today AI powers favorites like Siri and Google Assistant. These interfaces have a huge impact on customer service and how enterprises interact with their customers. Implementation of virtual assistants and chatbots will fuel the digital experience journey.
Design inclusivity: Changes in design trends will target a wider reach, ensuring that no community feels excluded. Designers tend to work keeping in mind their own experiences and that of people similar to them. This could mean missing out on prospective groups, so they will need to drive inclusivity in design and consider the needs of all customers. Input from the analytics team can help identify the needs of viable segments.
UX research: An emphasis on understanding users makes an enterprise stand out. Customer insights can make the entire process of innovation, design, and development far more successful. To build valuable applications that users engage and resonate with, it’s crucial to research and test human insights. If enterprises are to succeed in creating applications that capture the market, UX research must be embedded in the entire process, from ideation to deployment. Products and designs that don’t resonate with users invariably fail and preventing this misstep is vital. For enterprises to meet their goals and grow, ensuring they understand and help their customers is essential. This data and research is essential to help enterprises accomplish these goals.
Accessible technology: Technology is constantly becoming more accessible to a larger number of people. So there’s a need to make technical and business expertise easily accessible, without the need for tedious and expensive training. Thanks to RPA, automation no longer rests exclusively with IT teams. In this decade of ‘citizen developers’, the ability and access to program or automate rests with everybody involved. From design to app development, the focus will be on all aspects that can transform digital experiences. The new innovative technologies and experiences will enable those outside of the tech world to access and adopt products and services.
Blockchain: This technology has great potential and can help in reshaping enterprises. From enabling trust and transparency to cost reduction, inventory management, and cash flows, the potential is vast. But its deployment has been limited due to issues ranging from lack of awareness and understanding to low scalability and interoperability. This is preventing businesses from leveraging and investing in it. As AI and IoT technologies begin to integrate, they will complement blockchain technology and it will see massive commercial deployment growth in the coming years.
Robust security: Digital transformation is changing the way enterprises do business. But these new and evolving technologies also come with their own security risks and vulnerabilities. Future AI security will protect businesses from possible new attacks. AI will be leveraged to enhance defense, protect systems, and secure training data and machine learning models. It will also utilize ML to understand attacks and patterns to automate parts of the cybersecurity processes.
Chances and challenges will both be enormous in the coming years. The market is undoubtedly competitive, so keeping up with ever-evolving digital trends is a necessity. The customer will be king, with millions of options available at the click of a button. To stand out, CIOs must focus on all these aspects and help drive them into their enterprises. The main thing to do is to focus on and channel an organization’s digital transformation journey; the success stories shall follow.
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