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Gartner’s Top Technology Trends That Will Define 2021

From technology influencing how people behave at work to AI engineering and hyperautomation, here are the biggest technology trends in 2021 that will shape the future, according to Gartner.

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Total Experience: ‘Creating A Sustainable Competitive Advantage’

Gartner defines its “total experience” trend as combining the customer experience, employee experience and user experience to transform a business outcome. The goal is to improve the overall experience where all of these pieces intersect—from technology to employees to customers and users.

Tightly linking all of these experiences as opposed to individually improving each one will differentiate a business from competitors in a way that is difficult to replicate, “creating sustainable competitive advantage,” Gartner said.

One use case is how a telecommunications company transformed its entire customer experience to improve safety and satisfaction. The company deployed an appointment system via an existing app so when customers arrived for their appointment and came within 75 feet of the store, they received a notification to guide them through the check-in process and an alert letting them know how long it would be before they could safely enter. The company also adjusted its service to include more digital kiosks and enabled employees to use their own tablets to co-browse customers’ devices without having to physically touch the hardware. Gartner said the result was “a safer, more seamless and integrated overall experience” for customers and employees.

Having a total experience will enable organizations in 2021 to capitalize on COVID-19 disrupters including remote work, mobile, virtual and distributed customers.

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