Today’s economy is driven by experiences: user, customer, employee and digital. The ability to deliver effective and compelling experiences is a mission-critical priority for the business. This means application teams have to find ways to improve employee and customer experiences with new technologies and improved UX design.
On the customer-facing end of things, we have to continue to move toward omnichannel customer experience capabilities and sophisticated personalization. Application leaders need to develop more powerful platforms for managing customer interactions, better ways to access and use customer data and more advanced analytics. You need to create environments where customers can transition smoothly between channels, devices, modalities and locations.
Employees also want environments where they can access the tools and information they need anytime, anyplace, via any device. Workplace tools need to be as easy and convenient as consumer apps. Technologies like conversational AI and virtual personal assistants have the potential to transform the workplace.