The end of the year is the time to reflect on the past year and to plan for the year ahead. So, amid all the predictions and upcoming trends, here are our top 3 picks that you should consider while driving digital in 2020.
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Low Code for Business Speed
Digital requires you to be faster. However, the time spent in translating business needs to business applications sets you back. This is where a low code automation platform comes to the rescue. The platform allows citizen developers to easily develop applications, reducing their dependence on IT. Further, it supports a variety of business needs across mobile apps, workflows, transactional apps, collaboration tools, rules-centric apps, document and content management, data extraction and interpretation, and so on.
Gartner predicts that market demand for app development will grow at least five times faster than IT’s capacity to deliver through 2021. [1]
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Increase your Focus on Customers and their Journeys
Your customers, both internal and external, expect personalized, contextual and responsive experience irrespective of the time, place or channel. One of the reasons most enterprises struggle to achieve digital is because they don’t automate the end-to-end operational processes that underpin customer journeys.
2020 would require you to increase your focus on your customers, their overall journeys with the organization and the processes supporting it. Technologies in intelligent digital automation (BPM) can help by bringing your people, processes, systems, and things together. It offers a consolidated view of customer information and enables you to deliver an omnichannel experience throughout the customer journey.
According to the 2017 Gartner Customer Experience in Marketing Survey, more than two-thirds of marketers responsible for customer experience (CX) say their companies compete mostly on the basis of CX. And in two years’ time, 81% say they expect to be competing mostly or completely on the basis of CX[2].
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Choose the Right Technology
With various technology options to choose from, it becomes difficult to identify what your business really needs. To help you make the right decision, here is a snapshot of what to expect from these cutting-edge technologies:
- Robotic process automation (RPA): A good option to consider if you are looking to automate your mundane tasks and free up your employees’ bandwidth for more constructive work. Using it along with intelligent digital automation enables end-to-end process automation while allowing for continuous process improvement.
- Digital Sensing and Machine Learning: This is your best bet as it taps your customer needs and connects you with them across multiple channels. Further, it analyzes customer sentiments and helps you drive meaningful conversations.
- Analytics: With a torrent of information being produced, which will continue to increase, analytics can help you figure out what, why and how while making the most of untapped opportunities.
- Mobility: For best results, you need to leverage a mobility framework that banishes all kinds of disconnects. Building mobile apps alone would not help. Opt for a framework that breaks silos, integrates mobile processes with back-end systems, and offers a collaborative mobile environment.
Well, these are our top picks. And, as the year unfolds, many new trends will emerge and many would discontinue. One thing is certain that digital transformation is not an end goal but a journey that requires you to be fast, customer-centric and ahead of the curve.
Wishing you a Happy and Healthy New Year!
[1]https://www.bpmleader.com/2018/05/07/how-low-code-technology-accelerates-digital-transformation/
[2] https://www.gartner.com/en/marketing/insights/articles/key-findings-from-the-gartner-customer-experience-survey
