IT is now at the heart of customer experience.
Over the last year, IT has played a crucial role in holding teams together and helping companies embrace digital transformation. The 2021 Technology Trends Report, produced in collaboration with Econsultancy, shows how IT professionals have the chance to take a more strategic role within organisations and develop the technology at the heart of great customer experiences (CX).
Leading the way in CX development.
The IT industry came under considerable pressure in 2020 as organisations adapted to remote working conditions and a record number of digital customers. Periods of lockdown and sustained uncertainty have highlighted the importance of IT in meeting commercial objectives - both through digital transformation and reducing costs. On top of this, they were also dealing with priorities such as security and increased adoption of cloud services. When asked what technologies will have the greatest impact on CX, 37% of IT professionals said ‘predictive analytics to calculate the value of interactions’ and 33% said ‘customer data platforms to optimise data management. In 2021, we can expect to see IT teams working even more closely with other parts of the business and taking responsibility for areas that were previously the domain of marketing or product.
Our top recommendation for 2021:
IT function needs to play a strategic role in developing new technologies that drive customer experience (CX).