With the progress of cloud infrastructures and AI innovations, tech providers have an enormous opportunity to transform the CX landscape.
However, with so many pioneering new concepts appearing on the market, it is tricky to prioritize areas of focus.
Thankfully, Rajesh Kandaswarmy, a VP Analyst at Gartner, has shared insights on the top trends likely to impact technology brands from 2023 through to 2025.
Here are the five most likely to resonate with CX leaders.
1. The Democratization of Technology
According to Gartner, the increasing democratization of technology is empowering non-IT professionals to mold and optimize their innovative solutions and workflows. This trend provides companies with opportunities to sidestep the developer skill shortages in the current landscape, and leverage a new community of citizen developers.
Gartner estimates by 2025, 55 percent of all the successful technology solutions available on the market will accommodate nontraditional consumers within enterprises.
2. Product-Led Growth
Product-Led Growth (PLG) is a crucial go-to-market strategy for today’s technology vendors, according to Gartner.
The approach involves delivering value to users through free product offers, as well as automated and interactive demonstrations. This business strategy helps to capture the attention of prospects and convert them into long-term subscribers and consumers.
By 2025, Gartner says 95 percent of SaaS (Software as a Service) providers will be using self-service PLG strategies to increase customer acquisition and reduce promotional costs.
3. Co-Innovation Ecosystems
Currently, the rise of co-innovation ecosystems is paving the way to a new approach to technology customization and adoption. The emerging practice supports the synchronization of collaborative, external, and internal ideas to design new value opportunities.
With co-innovation partner ecosystems, Gartner believes technology providers can leverage the benefits offered by other market vendors in their technologies and address pressing customer needs. Shared skills and technology expertise are likely to be crucial in the years ahead.
4. Digital Marketplaces
As digital transformation continues at a record pace, the way technology buyers and businesses seek out and purchase solutions is evolving. Technology buyers are now looking for digital marketplaces to help them find and implement various technology solutions with composable feature sets.
According to Kandaswamy, Technology and service providers are rapidly increasing their focus on marketplace channels to leverage new competitive advantages and growth opportunities. These ecosystems can expand partner opportunities, accelerate time to market, and extend outreach opportunities to critical target segments.
5. Metaverse Technologies
Finally, Gartner believes the years ahead will be marked by a significant investment in metaverse technologies for customer experience and marketing.
By 2027, the analyst predicts over 40 percent of larger organizations around the world will be using digital twins, Web3, and spatial computing in metaverse projects to boost revenue.
Gartner notes today’s B2B marketers have a unique opportunity to leverage the benefits of the metaverse to increase immersion and enhance customer engagement.
Early adopters are already accessing these tools to host events in virtual spaces, conduct meetings, demonstrate products and serve customers worldwide.
Eager to learn more about how the metaverse and CX may go hand in hand? If so, read our article: Using Metaverse Technologies to Improve Customer Experience
