PHOTO:
Dan Burton
Customer experiences today span multiple channels and digital touchpoints and require brands to remain agile as they adapt to sudden market changes. Companies need to not only react to these market changes, but also need to continuously evolve to keep up with their customersâ expectations.
According to Gartner, one of the key strategic technology trends for 2021 will be the combination of âmulti-experience, customer experience, employee experience and user experienceâ into a total experience meant to transform business outcomes. To facilitate these outcomes, technology needs to evolve from monolithic architecture to a new approach built for the cloud and capable of meeting changing consumer demands.