Technology Trends of 2021

By December 20, 2020Blog Posts
Technology Trends of 2021

Towards the end of each year, Gartner publishes its predictions on the following year’s top technology trends. As for the rest of the business world, we were waiting to get our hands on this report, and here are the top three trends that we believe will greatly impact our technology decisions next year. Happy 2021!

  1. Total Experience

Experience has always been at the heart of success. The success of a business depends on its ability to enhance experience continuously. As interactions become more mobile and virtual due to the pandemic, enhancing the experience is essential more than ever. And today’s conditions require handling experience in a holistic way, which points us to the Total Experience (TX) strategy.

What is it?

Unlike conventional strategies that separate experience to concepts like customer experience, user experience, employee experience, etc., Total Experience approaches this concept as a whole. This strategy focuses on improving all these experiences where they intersect instead of improving them separately.

How does it help?

TX strategy brings multiple disciplines together to reinforce each other to complete various activities mutually. This allows businesses to understand better how each experience influences each related party and solve complex business challenges by transforming experiences with mutual benefits for all. Enhancing the overall experience for different stakeholders, empowers relationships, and commitment. This provides an effective competitive advantage for businesses over the competition.

How to apply it?

  • Aim for the best experience for any party on any channel.
  • Understand your needs in terms of business functionality, technology, and service delivery.
  • Focus on engagement, ensure that you offer an engaging experience for both your customers and employees.
  • Identify important gaps in customer-employee interactions and aim to strengthen the communication between these parties.
  1. Anywhere Operations

The pandemic broke down location-dependency and the necessity of face-to-face interaction. Today physical experiences have transformed into virtual ones. And remote became the new normal. This mindset eases the adoption of the anywhere operations approach.

What is it?

As the name implies, the anywhere operations concept defines being able to operate anywhere to provide services. Applying anywhere operations strategy requires being prepared in terms of technology investments, management practices, and employee relations. During the pandemic, only the companies invested in digitalization managed to adapt to changing conditions and continued their operations. Businesses that adapt anywhere operations will be more flexible, therefore powerful in such crises.

How does it help?

Anywhere operations concept challenges the traditional ways of work, where location-dependency and face-to-face interactions were must-haves. Businesses should not see physical dependency as a barrier to their efficiency. This location-independent mindset helps businesses build contactless where partners, customers, and end consumers are remote from each other.

How to apply it?

  • Detect your technology needs, reconsider your technology investments.
  • Accelerate your digitalization efforts to build a fully digitalized experience for your employees and customers.
  • Consider various parties in their specific contexts. Offer specific solutions that provide the optimal experience for both.
  • Use the power of technology to simplify processes. Invest in technologies that support remote operations such as AI, analytics, wearables, augmented reality, etc.
  1. Hyperautomation

Although digitalization has been on the agenda of businesses for a while, COVID-19 transformed it into a must-have, which accelerated the digitalization efforts. Competitive pressures for efficiency force business executives to search for digital operational excellence, which requires speed, data integration, and process automation. This points us to a new concept: Hyperautomation.

What is it?

Hyperautomation defines the combination of multiple technologies and tools, including AI, machine learning, robotic process automation, low-code tools, etc., to rapidly identify and automate business and IT processes. Hyperautomation depends on the idea that “Everything that can be automated will be automated.”

How does it help?

Answering customer needs in ever-changing conditions require operational excellence, which is possible with fast and efficient automated services. Hyperautomation offers an effective solution to these needs by combining multiple technologies, tools, and platforms including, AI, machine learning, robotic process automation (RPA), low-code tools, and other types of task automation tools.

How to apply it?

  • Accept automation as an inevitable step; try to automate anything that can be automated.
  • Approach automation holistically instead of focusing on single task automation.
  • Prioritize technology investments based on repeating tasks for multiple years.
  • Build fusion teams from different departments to increase efficiency and productivity in the long run.

Author: Hilal BakanaySenior Marketing Specialist, Sestek