Industry experts offer thoughtful, insightful, and often controversial predictions on how APM, AIOps, Observability, OpenTelemetry, and related technologies will evolve and impact business in 2022. Part 6 covers the user experience.
The total experience (TX) trend is essentially about connecting the previously distinct disciplines of customer experience (CX), user experience (UX), employee experience (EX), and multi-experience (MX). The objective is to create a meaningful overall experience that satisfies and motivates employees and customers alike and boosts their loyalty.
Founder and CEO, Mindbreeze
EUEM EXPANDS ROLE
In 2022, we expect companies to invest and implement End-User Experience Management (EUEM) solutions in business areas beyond HR and Training. Line of Business leaders will use these tools to better understand the context of people, and how they are interacting with enterprise applications to drive desired business outcomes. As companies resume spending and investment in digital transformation projects, we expect EUEM solutions to be heavily involved, as tools to de-risk high profile projects, but also as a means of uncovering new areas of opportunity for improvement and change.
Customer Success Manager, Knoa Software
CIOs are increasingly focused on providing amazing employee experiences with technology. This trend will continue and employee CSAT will become an important KPI for IT. ITSM systems will drive this transformation in 2022 and beyond by meeting employees where they are, on their turf, with self-service capabilities built into technologies and channels that employees are already using every day.
VP, ITSM Product Management, ServiceNow
The 20s usher in the age of the employee. In the past decade, we've seen the consumerization of IT grip the enterprise, and in the next several years we'll see the emergence of the consumerization of enterprise applications to meet employee demand for intuitive, interactive apps to do their jobs well and better interact with others in a hybrid environment. Employees are now consumers driving a worker-led revolution to adopt user-friendly technologies, such as Apple products, Box, Zoom, Slack and more. To further support employee expectations, we'll also see intelligence capabilities increasingly embedded in apps and services — ultimately driving enhanced productivity, innovation and well-being across the board.
GM of Agile and DevOps, Digital.ai
As part of the "measure what you got" stage, organizations will use analytics and data to see how well employees are using the technology platforms provided to them. Organizations will be able to see where employees are being held up, if their tech investments are proving productive, and where improvements can be made. As such, the user experience will become paramount for true digital adoption that will lead to greater return on organizations' technology investments. And while technology is indeed digital, the user is human. Those organizations that bridge the gap between the digital and the user will achieve greater ROI.
President and Co-Founder, WalkMe
Open source and OpenTelemetry are driving the observability industry together, but at the end of the day, it's all about the developer experience. Companies building any kind of tooling for developers needs to remember that the developer is the key asset to focus on. You need to make them successful, give them a delightful experience and remove all friction. This way they can move fast and focus on what they need. Developers are one of the reasons that open source is growing so much. Developers want to be in a community where they can work with others, and they can collaborate in a larger group and be part of something a bit bigger. Especially during these times of COVID-19 where we're not as close as we used to be. So anything we can do to cultivate a better experience, whether for that individual developer or a group of developers, goes a long way. Every vendor and every customer should recognize the importance of the developer.
Principal PM and Open Source Ambassador, Sumo Logic
After the last two years, even the laggards in the industry now understand the value of transforming their operations to digital first, whether its retail, transportation, energy, healthcare, or government. We'll continue to see an aggressive push towards creating a digital engagement strategy with customers, one which requires a 360-degree view of the customer and creates a seamless customer journey. Combine that with the concept of the Metaverse, and you'll start to see immersive customer engagement platforms emerging, which leverage AI, visual recognition, AR and other underlying technologies.
EVP, Product and Engineering, Vonage
DIGITAL EXPERIENCE MANAGEMENT
In 2022, business leaders will increasingly recognize that employee experience and customer experience are intertwined at a granular level — from the application, infrastructure, and even data layers. Businesses must have visibility across all of these layers and associated user experiences to drive their transformation agendas forward.
Product Marketing, Aternity
EUEM AND DEM TOGETHER
We expect that companies will deploy End-User Experience Management (EUEM) and Digital Experience Management (DEM) and digital adoption solutions together. EUEM solutions provide context into where users can benefit from additional learning as well as measure the effectiveness of these initiatives.
Customer Success Manager, Knoa Software
In 2022, ensuring every application is available, functional and fast across every channel will require runtime control. As the adoption of cloud and containers continues to increase, applications rely on more dependencies. This increase in decomposition and decentralization makes it impossible to assure the digital experience without runtime control that can tune and calibrate services as needed.
CEO and Co-Founder, Glasnostic
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