5 Market Mega-Trends Impacting CX
The technology market has evolved dramatically over the past 10 to 15 years, and it is almost unrecognizable compared to where we were in the early 2000. These major dynamics have also impacted the Customer Experience domains and are transforming CX.
We see several mega-trends in the market that are impacting CX:
1) From Voice to Digital & Visual
The advancements in networks (speed and availability) and mobile devices are leading to significant changes in human behaviors. Among these changes is the shift from Voice interactions to digital & visual experiences.
Since 2007, with the introduction of iPhones, we became visual users. The changes are linked to the widespread use of modern mobile devices, social changes in the way we interact with each other (text, chat, and social media are preferred over voice calls), and the advancement of GUI and user journeys.
2) From Static to Mobility
In the last twenty years, we see the rise of mobility. People are on the go. They travel. They move around. They are not static. And, even though during Covid-19 shutdowns we were static, as soon as society opened up – we’re witnessing an acceleration of mobility. A good example is the hybrid mode of work. If up to 3 years ago, many employees were expected to go to the office 5 days a week, for 8-9 hours a day – most companies today offer a hybrid model of work. Laptops replace desktops. Mobility replaces stationary.
3) The rise of automation
ML, AI, RPA, NLP, and more acronyms all reference the rise of automation in our lives. More and more companies are analyzing work processes and looking for ways to improve productivity and efficiency, typically using automation. Our view of automation is that it should be done selectively – choosing the right processes, and having a planned and phased approach – and this will secure the success of automation. Regardless, this megatrend is here to stay.
4) Open interfaces replacing proprietary technologies
The modern use of APIs sparked a totally new way of communicating that enabled an era of sharing and created the interconnected world that we live in today.
It started around the year 2000 when Salesforce released what many consider the first modern API. Open interfaces allow systems from different vendors to ‘communicate’ with each other and thus create complementary services that are based on the existing ecosystem of technology.
Technology companies that will keep their software proprietary, will become extinct. The world is connecting, and connectivity will grow in a very rapid pace.
5) From on-prem to cloud solutions
Cloud computing has grown in popularity in recent years, as it offers newfound flexibility for enterprises, everything from saving time and money to improving agility and scalability. There are different benefits and challenges when reviewing cloud solutions vs. on-premise – looking at cost, security, deployability, speed, maintenance aspects, and more.
However, it is clear to most technology professionals that the trend is clearly in favor of cloud computing: The global cloud computing market is projected to grow from $480.04 billion in 2022 to $1,712.44 billion by 2029, at a CAGR of 19.9% in forecast period (https://www.fortunebusinessinsights.com/cloud-computing-market-102697).
There are multiple megatrends that are impacting the world of CX – some are technological, some are social and some are related to user behaviors.
By providing On-Demand, Visual, Digital, and Automated CX solutions that are complementary to the existing technology stack of its customers – Zappix designs our portfolio to support these trends and provide our customers with a superior customer experience for the agile, visual, and mobile generation.