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Gartner lists top digital experience trends for enterprises in 2020

Gartner lists top digital experience trends for enterprises in 2020
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Global research firm Gartner has listed key digital experience trends that enterprises need to consider in their information technology and digital transformation planning for 2020.  

With digital experience becoming mainstream, Gartner believes chief information officers have to keep up with the increase in digital touchpoints. 

The report has classified the trends in terms of how digital technology is used and how it is built. Gartner said that digital experiences are increasingly getting formalised and successful digital ventures will require both creative expertise and consistent execution of processes, according to a statement. 

Brian Prentice, research vice president at Gartner, pointed out that digital experience is a key building block of workforce digital dexterity, which is the ability and desire to use new and existing technologies for better business revenue. He was speaking at the launch of the report at the Gartner IT Symposium on Thursday.

“CIOs must ensure that their organisation puts as much effort into understanding how people interact with and experience digital technology as they put into tracking technology itself,” Prentice added. 

One of the prominent digital experience trends is Multiexperience, which refers to the various methods by which touch, voice and gesture can be used to increase digital experience and provide a unified user experience. 

Interfaceless machines, another trend on the list,  allow manufacturers and industries to compete on a much better platform backed by application programming interface.  AI-based Agent Interfaces, as well as the rise of facial recognition payment, also featured in the list. 

The report is titled “The Leading Trends in Digital Experience — 2020.

Top digital experience trends are: 

  1. Multiexperience- The various permutations of modality (touch, voice and gesture), device and app with which users interact on their digital journeys.
  2. Interfaceless Machines - Manufacturers are abandoning on-machine controls or traditional interface models in favor of apps that run on their customers’ mobile devices. Larger screens on mobile devices and rich device APIs allow for better device control experiences. 
  3. Agent interfaces - Agent interfaces employ artificial intelligence (AI) to predict what users intend to do from user input and other contextual cues. 
  4. Facial Recognition Payment- Experience trend emerging in China, which will disrupt the use of QR code payments and further diminish the use of bank cards and cash.
  5. Inclusive Design- The principle that the best way to serve the needs of the broad community is to consider the special needs of all possible communities.
  6. Insourced Digital Design Services- As digital touchpoints increase, insourcing digital design reduces costs and supplier complexity while increasing operational efficiency and digital experience innovation.
  7. UX Research Renaissance- UX research and associated testing methodologies uncover human insights that are essential for successful design, development and innovation initiatives.
  8. Design to Code- it enables the dynamic and ongoing creation of templates, modules and components — both as design patterns and reusable code.
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