The industry analyst firm Gartner has just published their view on technology trends to watch in 2018 and it makes for some interesting reading. Their research summarises the trends into three main groups: intelligent, digital, and mesh.
Scanning across all the trends it is interesting to see how many are now very influential on customer experience (CX). Companies used to engage with their customers mostly through customer service functions – often just contact centres accepting calls and emails. Now there is a much more complex environment where customers expect intelligent interactions across many different immersive environments – technology is required to support all of this.
Consider these trends, all from the top 10 Gartner predict as important for 2018:
- Conversational Platforms; Google Home, Amazon Alexa, Apple Siri. People are getting much more comfortable just speaking to computers and expecting them to respond intelligently. Google has even demonstrated their Pixel Bud headphones that can translate 40 different languages in real-time, allowing a user to have a conversation with a person speaking another language.
- Immersive Experiences; both Augmented Reality and Virtual Reality are really taking off as people get used to immersion into a new world. The success of the Pokémon GO game in 2016 boosted AR and VR is seeing a huge boost as the power of the new Sony Playstation and Microsoft Xbox mean that millions of people have VR systems at home.
- AI Foundation; companies are finding that they can use AI to help with real problems. In particular a common machine learning and AI solution now is to capture every customer interaction – what problem the customer has and how it was solved – creating a smart system that over time learns how to answer almost any problem. The system knows about every question every customer has ever asked, and how the problem was resolved in the past.
- Intelligent Things; the Internet of Things (IoT) means that many more devices will be connected and online. Often this is talked about as a way to ensure your fridge never runs low on milk, but the real story is that your devices will all be talking to their manufacturer all the time, diagnosing problems and fixing themselves or upgrading – without your involvement at all. Imagine if your car can just check itself and get advice from the manufacturer automatically?
- Blockchain; Crypto-currencies are still a niche pursuit, but many big organisations are taking them seriously. If a large network such as Alibaba, Facebook, or Google started taking the idea of non-sovereign online currencies seriously then we could see big changes ahead in many industries – retail and banking first.
What is fascinating to see now is how many technology trends are becoming ubiquitous and consumer-focused. We are no longer talking about business-focused issues such as network strategy or cloud computing. Many of these changes are driven by technology, but are being demanded by the end customers. The divide between enterprise and consumer technology is becoming very narrow indeed. As we now enter the final quarter of 2017 I’m going to think a little more about this in some future blogs – where should the IT industry be focused next year?