Gartner Newsroom

Key Takeaways

• “Three broad themes run through the Gartner top strategic technology trends for 2021: 1) People Centricity 2) Location Independence 3) Resilient Delivery.”
• Internet of Behaviors (IoB): Combines existing technologies that focus on the individual directly – facial recognition, location tracking and big data – and connects the resulting data to associated behavioral events, such as cash purchases or device usage.
• Total Experience (TX): A strategy that connects multiexperience with customer, employee and user experience disciplines.
• Distributed Cloud: The distribution of public cloud services to different physical locations, while the operation, governance and evolution of the services remain the responsibility of the public cloud provider.
• Anywhere Operations: Refers to an IT operating model designed to support customers everywhere, enable employees everywhere and manage the deployment of business services across distributed infrastructures.
• Intelligent Composable Business: Radically re-engineers decision-making by accessing better information and responding more nimbly to it. 

Learn about four more strategic trends and additional details on each trend in the Gartner press release.

Key Takeaways

• “The everything consumers demand 'ultimate experience' from brands, no matter which device or touchpoint is used to interact.”

• “The ‘everything customer’ is a mindset and not a customer segment, which can be characterized by four key customer requirements: 1) Multichannel, 2) Conflicting needs, 3) Readiness to pay for premium services, and 4) Access via digital giants.” 

• “According to Gartner research, 85% of customer service interactions will start with self-service by 2022, up from 48% today.” 

• “In the future, organizations will move from traditional segmentation to one large segment that can offer 1:1 personalization to the customers.”

• “To serve this customer of the future, organizations need to focus on the combination of three important components: 1) Customer experience design, 2) Technology, and 3) Business model.”

Key Takeaways

• “To prepare the workforce of the future, IT leaders and CIOs need to learn from forward-looking organizations that have adopted three important trends that shape “future of work”.
  

• “The three trends that will impact the future of work and how the next generation will work are: 1) Artificial intelligence predominates. 2) Digital dexterity becomes critical. 3) Hybrid work with distributed workforce.” 

• AI predominates: Few jobs will be replaced by AI, but almost all jobs will experience some automation or augmentation. 9 out of 10 employees want to embrace emerging technologies such as AI, cognitive computing to automate their routine work. 

• Digital dexterity is the ability and desire to use existing and emerging technologies for better business outcomes. IT leaders will have to work in close collaboration with HR leaders to enable a digitally dextrous workforce with right upskilling and tools. 

• Hybrid work with distributed workforce refers to “work from anywhere”culture that is now on the rise. This trend will be a viable option for the foreseeable future, as well as an expectation of workers in future.

Learn about three trends for CIOs that will impact future of work in the Gartner press release.