Gartner`s tech trends 2021We want to bring to your attention short descriptions of the announced Gartner`s trends. Each of them has great potential and benefits in case of integration into the company workflow.
What is the Total-Experience Trend?Total-experience is a confluence of the customer, user, and employee experience. This trend has the purpose of helping to implement essential solutions into the company. Due to the pandemic and remote work, many business companies needed internal systems that help organize the workflow properly. It also touches the customer-side operations as the remote work doesn’t have to influence customer experience quality. Customer, user, and employee experience and quality are the key to the company’s successful development and making it more productive and beneficial.
Total-Experience Trend features
Providing better experienceTotal experience unites the external and internal aspects of the company that contribute to the company`s improvements. The essential component of customer and employee experience is communication. It should be constant and convenient for both sides. Communication tools help to share information despite the location. Companies have to be ready that someday they will be forced to work from home even if they have their offices. This year has shown the necessity of stable internal systems to deliver an excellent customer or user experience.
According to the statistics, companies have started to use video meetings 50% more than the previous year. LifesizeCustomers usually expect easy and loyal communication with workers. As the market is full of competitors, communication has to be efficient and helpful. Only one bad experience can influence the customers and make them forget about your company. Communication tools should unite different channels like email, calls, video meetings, chatbots, etc.
UCaaSTherefore, we came up with the next TX benefit – UCaaS. Unified communication as a service gathers all communications in one system. Among them are text messages, video or audio calls, phone calls. UCaaS unites all channels and elevates the total experience from all sides. It provides easy and quick connections, sharing information, and managing the entire workflow. It also helps to reveal the weak sides and fix them to improve the employee and customer experience. To reach a high point in TX, companies use a wide range of apps to organize the work processes with particular functions.
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Customer experience trendsDue to the pandemic situation that touched most of the world, the customers` lives and experiences changed a lot. The areas that haven’t been so popular before the quarantine got a new life. People mainly focus on their health and safety. They try to eliminate the need for visiting overcrowded places and stay at home. There are several ways of living your full life without leaving a house that will be actual in 2021.
Employee experienceTo maintain a positive atmosphere in the collective, all employees have to be satisfied with their work conditions and responsibilities. Many company processes depend on the employees, particularly customer experience too. As you may know, if customers get an excellent experience, they are likely to continue business relationships for a long time. Business owners tend to retain their best employees and look for ways to improve the conditions and automate some processes to reduce overload. Each employee has particular needs and requirements, and it is vital to listen and analyze all of them. General company rules and policies are apparent; however, some employees sometimes need exceptions to make their work better and more productive. Due to modern digital solutions, it became much easier to improve and modernize the workflow and engage employees.
According to the recent Medium statistics, 90% of employees are more productive when they use gamification methods in their work. MediumChoosing the technology to implement is a responsible task for business owners. Integrated systems should work accurately with the existing apps, meet all company demands, and be simple to use for workers. It is also vital to provide surveys among the employees to find out more about their work requirements and needs. It is not a quick and easy task. Business owners should think of working with enterprise psychologists and data scientists to build appropriate questions for workers. The more employees work for the company, the more engagement they need as it influences the entire company’s productivity a lot.
How to improve the employee experience?
Engagement technologyA core step into improving the employee experience is integrating engagement technologies. It is essential to gather feedback from workers regularly. To know what sphere should be changed or what your employees’ needs are, you need to collect information about their work and listen to their requirements. The feedback should be extensive and include different points like company policies, daily tasks and projects, the productivity of the work, and the collective atmosphere.
Increase productivityIf you stay informed about employee satisfaction, you can easily find ways to boost the company’s productivity. Due to technical implementation, the work processes become more efficient, automatic, and more straightforward. Therefore, workers have more free time to perform more critical and complicated tasks. Employee listening strategy is the most effective way of reaching your main goals and keeping the company high.
Delegate to employeesThe positive collective atmosphere means that each employee feels valued, heard, and kind of independent. It is a great thing when workers can express their thoughts or ideas and get support. Wise headers delegate tasks to their employees, give them freedom, autonomy, and provide tech tools to perform their functions efficiently. It is vital to empower workers with the projects they have experience or are interested in to get an excellent final result.
Business applicationsToday modern businesses use hundreds of applications that help them to manage their work processes. The ranges are comprehensive, and among such apps, we can see work time or entry trackers, task and projects trackers, inventory and expenses management systems, and many others. These applications are integrated to make the workflow digitalized, easier, and more efficient for all departments. They also help control the employees and their effectiveness thanks to analytics and custom reports that can also be provided with app implementation.
Improve collaborationThe company consists of several departments that have different roles in the workflow. To keep the company’s productivity on a high level, the collective has to stay united despite the various tasks and locations. Amoth the recommended tools are communication apps, single databases, team-building online meetings, etc.
User experienceDue to the development of technologies and the appearance of innovations, the user experience, and requirements change. It became more digital, full of built-in functions, accessible. Users expect more from their experience on the web or mobile apps, delivery, and other services they interact with regularly. UX has to be an exciting journey for each user to make them stay or return. Some technologies are defined as required for UX in 2021.
- Distributed cloud
- Intelligent composable business
- Anywhere operations.
To end upThe choice of technologies for business optimization is vast and can become beneficial for your enterprise. Before the implementation, as an owner, you should build a plan of expanding your activities for the next several years and set the main goals you would like to reach. Consequently, your aims will define the technological tools and systems your organization requires.
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