Writen by ilegra, pense além, in 20/10/2020
7 minutes of reading
Which technology and consumption trends should be considered for the upcoming years?
Data-driven culture, customer support, better user experience in digital products... Prioritize the right trends for next years.
2020 has been a surprising year from different perspectives, demanding the reallocation of resources and investments in innovation in companies of all segments. Afterall, nobody had forecasted a pandemic in the company’s annual planning. It is estimated that we anticipated the digital transformation forecast in five years, and that the technology resources have been key for organizations to maintain financial health in this scenario of instability.
Even though little by little the routine goes back to a certain normality, changes that have been implemented will not be undone. Much is said about the “new normal”, but do you really know how the pandemic has impacted habits of consumption and relationships? Here, we invite you for a reflection: are you prioritizing the right technology and innovation trends? See how global business leaders are preparing for next years.
- Support to innovation and scalability of digital products
- Decisions based on reliable data
- Product development with specialized teams
- Omnichannel Relationship
- Get to know your user to deliver the best experience
Support to innovation and scalability of digital products
Sudden and steep increase in the demand for digital products highlighted system failures and inefficiency in costs and in legacy optimization. In addition, very complex and non-scalable systems have failed to keep up with the growth in demand.
Results reached by companies that prioritized architecture in their technology decisions:
- 50% more innovation and new business models
- 57% more agility in responses from customers
- 200% more software release
- 96% faster in faults recovery
Transforming IT into an area that makes changes has become essential to respond to business needs in a fast way.
How to get ready
First, assess the current state of the company’s technology and architecture, then design and implement the software architecture needed to support your innovation and efficiency-enhancing initiatives.
Redesign the company’s architecture, so that the system’s performance does not suffer from instabilities and failures due to the increase in the number of users. Enable innovation through technology and ensure that systems are scalable to support future changes.
Decisions based on reliable data
Data scientists and business analysists waste time collecting and polishing data in disorganized bases. According to Gartner Consulting, data initiative leaders will be doomed to failure if Data Science and Machine Learning projects do not include the necessary Data Engineering skills integration.
Investing in data integration and enrichment generates results on different fronts:
- Up to 90% savings in technology costs when deciding on the best tools with a focus on your use case.
- Increased productivity and scalability.
- More intelligence and assertiveness. By relying on data from several sources, structured and unstructured, accurate and ready for consumption, data scientists focus their energy on generating intelligence for better business decisions.
The data-driven culture is a trend, but it is only possible with structured, integrated and enriched data.
How to get ready
Data Engineering is a stage of the Data Science project responsible for building pipelines that provide quality information ready for analysis, enabling the intelligent use of data. It thus makes the data easily consumable for its user, through the extraction, integration and enrichment of data from different sources.
The first step to prepare is to plan the architecture of the solution, with an assessment of the current data sources and definition of paths to be taken, also considering the necessary tools and infrastructure. If your company has already completed this step, then the step of automatization of the data extraction process starts, with the creation of data pipelines. Finally, if necessary, migration and storage of data in the cloud is carried out, with principles of governance, security and compliance.
Product development with specialized teams
The shortage of qualified professionals and skills makes innovation and digital products reach the market with a considerable delay, after competitors, and most times they do not even meet the requirements and features sought by clients. People are the heart of transformation in digital businesses, but few organizations have a comprehensive approach in order to ensure the alignment between talent-focused strategies and digital businesses strategies.
Companies that can innovate quickly, using multidisciplinary teams and agile methodologies to develop solutions, and that make product and strategy decisions putting their customers at the core reach the best results.
Innovating in the development of digital products was essential to ensure good business results in 2020 and continues to be paramount for next year.
How to get ready
Companies wish to create new digital products and seek to have a strategic partner that does not just deliver the code, find in multidisciplinary remote squads the most innovative approaches to design and implement new solutions.
If, however, the company already has its digital product, but needs to speed up the delivery of new features that make sense to its user, it can count on our teams of specialists to modernize and scale already existing systems, applications, services and digital solutions.
Companies invest in chatbots that do not take the user experience into account, service channels are not integrated, and the data generated by the support are left unused, making the organization unaware of its customer’s profile. According to Gartner Consulting, by 2022, 50% of large organizations will have failed to unify their engagement channels, due to the lack of real integration in the multiple service channels.
Integrating and scaling customer service generates real results:
- 30% to 90% of impact on the reduction of customer service tickets, with increased participation of digital self-service.
- 390% on Return on Investment.
- Cost reduction with support.
- Improved experience and brand loyalty.
By the end of the year, 85% of the relationship between consumers and companies will not have human intervention.
How to get ready
Create and improve digital channels in an effective way, delivering an integrated experience of communication between company and customers through different channels. One alternative is to implement chatbots with artificial intelligence and NLP (Natural Language Processing), reducing operational costs. In addition, integrate tools to offer an omnichannel experience to your customers.
Lastly, invest in improvements on the self-service platforms (Frequently Asked Questions and help centrals), facilitating the location of information, reducing unnecessary human customer service and understanding how the user communicated through the data generated.
Getting to know the user
Getting to know your user to deliver the best experience
Companies are slow to create and innovate. Besides, they waste resources to develop digital products, because they do not listen to their consumer. According to Gartner, 40% do not talk to the end user during the development of an application, and 50% do not know how to define directions to their design teams.
Companies that are stronger at design obtain 32% more in revenue in relation to their competitors, and 56% more in return to shareholders.
Simplifying and improving the user experience delivering the best purchase/relationship journey by means of research and understanding of their stages.
How to get ready
Understand your customer offering to them the correct functionalities that will make the application be used at its full potential. Do research on competitors and users to understand what can be improved in the product to be developed.
Find new trends through market research and create new business models, taking advantage of the increase of the use of digital applications by the company.