Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

Five technology trends set to redefine the enterprise

Digital twins are at the top of the list

The report explores digital twins, the new role technology architects play in business outcomes, and affective computing-driven "human experience platforms" that are redefining the way humans and machines interact. Tech Trends 2020 also shares key insights and prescriptive advice for business and technology leaders so they can better understand what technologies will disrupt their businesses during the next 24 months.

"Technology is the number-one differentiator for businesses today and that will only accelerate in the years to come as even more powerful innovations take hold," said Scott Buchholz, emerging technologies research director and government and public services CTO at Deloitte Consulting LLP. "The most successful businesses today are combining cutting-edge technologies like machine learning and IoT with disruptive IT architecture and supercharged talent to create entirely new ways of working - and they already see the benefits."

And with organizations needing to adapt and respond quickly to ongoing technology disruption, Deloitte expects to see more IT and finance leaders working together to develop new flexible approaches for funding innovation at the speed of Agile.

The report's five trends of focus for 2020 include:

1. Digital Twins - Bridging the physical and digital
   As digital twin technology allows businesses to create increasingly sophisticated virtual models to optimize processes, products, and services, organizations will integrate IoT, machine learning, advanced computing infrastructure, and more to unlock entirely new business models.
2. Architecture Awakens
   Systems architecture will become a strategic priority as organizations redefine the architect role to be more nimble, responsive, and collaborative. Architects will work across the business and work creatively with non-technical project teams - forming a competitive differentiator in the digital economy.
3. Ethical Technology and Trust
   Organizations in every geography are realizing that their embrace of technology is an opportunity to gain - or lose - trust, and with it, customers' business and brand loyalty. CIOs will emphasize ethical tech in the coming years - and create processes to help solve ethical dilemmas related to disruptive technologies.
4. Human Experience Platforms
   To address the lack of connection humans often experience with daily digital interactions, a growing number of organizations are injecting emotional intelligence into their systems. These include AI capabilities such as machine learning and voice and facial recognition, which can better detect and appropriately respond to human emotions. The net result is emotionally intelligent human experiences that leverage connections between people, systems, data, and products.
5. Finance and the Future of IT
   As enterprises become more agile, financial operations will need to support new modes of working. That means CIOs and CFOs will need to explore how a new, flexible approach to enterprise finance, budgeting, contracting, capital planning, and more can redefine the future of tech innovation.

The report also provides a view of years of trending the trends with insight into how trends evolve into table stakes over time, an update on the symbiotic benefits derived from the macro technology forces that serve as the foundation for business transformation, and a look at "what's next" beyond the near term.

"Technology is constantly in motion. Executives should take tomorrow's cues from today's trends. 'Horizon next' technologies are evolving out of today's core trends, sometimes in unexpected ways, giving rise to new opportunities," added Bill Briggs, Chief Technology Officer, Deloitte Consulting LLP.

"The trends of 2020 will disrupt entire industries and redefine business as we know it in the next decade, even as digital innovation becomes the norm for organizations of all sizes," concluded Buchholz. "Some of these trends may not come to fruition exactly as envisioned, but the technologies underpinning them will fundamentally change the way we work."

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)