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Conference Updates

November 25, 2020

Gartner IT Symposium/Xpo India: Day 3 Highlights

We are bringing you news and highlights from Gartner IT Symposium/Xpo, taking place this week virtually in India. Below is a collection of the key announcements and insights coming out of the conference. You can also read the highlights from Day 1 and Day 2 here.

On Day 3 of the conference, we are highlighting the Gartner top strategic technology trends for 2021, and sessions with tips and tricks for how enterprises can interact digitally with their customers, and the future of work trends that will impact employee productivity. Be sure to check this page throughout the day for updates.

Key Announcements

Signature Series: The Top Strategic Technology Trends for 2021

Presented by Brian Burke, VP Analyst, Gartner

Strategic technology trends have significant disruptive potential and set the stage for innovation over the next five years. They are particularly important this year as organizations continue to deal with uncertainty and plan for a post-pandemic world. In his session, Brian Burke, VP Analyst at Gartner, shared the top strategic technology trends for 2021 that CIOs and IT executives cannot afford to ignore.

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.

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The Everything Customer

Presented by Hung LeHong, Distinguished VP Analyst, Gartner

The customer of the future will want everything. Technology will be able to deliver these needs to the empowered “everything customer”. Hung LeHong, Distinguished VP Analyst at Gartner, explored how to develop the technology foundation to serve the everything customer.

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.”

What Can We Learn From "Future of Work" Organizations to Improve Employee Experience

Presented by Rashmi Choudhary, Principal Analyst, Gartner

Workforce automation, digital dexterity and smart offices are delivering significant business value, consistent experiences and revenue growth. In this session, Rashmi Choudhary, Principal Analyst at Gartner, explored three trends that are shaping the “future of work” that IT leaders should know and use to create a successful digital workplace.

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

About Gartner

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