Gartner 2022 trends: TX, hyperautomation, composable
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Gartner 2022 trends: Total experience, hyperautomation, composable
Gartner’s Top Strategic Technology Trends for 2022 report is now available, and covers some of the most important trends that IT, product, and revenue operations leads need to know for the coming year. Get an executive summary below or download the report now.
What you need to know: Total experience
According to Gartner, the “total experience” (TX) strategy involves connecting the dots between customer experience (CX), employee experience (EX), user experience (UX), and multiexperience (MX). Top Gartner analysts posit that companies can conserve expenses and build brand loyalty and trust by applying a TX approach to working with different audiences, rather than pursuing disparate CX and EX led by different teams.
TX connects CX, EX, UX, and MX into a single experience. Image courtesy Gartner. Smart teams are utilizing new technology to rapidly deploy TX initiatives to put internal and external users on the same page, as well as to provide a richer, more-consistent customer buying journey that instills confidence in prospects as they proceed through discovery, demo, and purchase stages.
For example, technical teams are turning to low-code automation to grow engagement across the customer journey with hyper-personalization. By utilizing automation platforms that connect existing apps in the tech stack at the API level, such as customer data platforms and data warehouses that store and deliver customer details when called, and integrating to messaging and email applications, companies are dramatically increasing engagement across the buyer’s journey. For instance, cloud computing leader DigitalOcean uses low-code automation to drive higher engagement with hyper-personalization across its messaging channels.
What you need to know: Hyperautomation
Gartner essentially uses “hyperautomation” as a catchall term to refer to a variety of automation solutions that work in concert across multiple tools in an organization’s tech estate. The category includes solutions such as iPaaS, business process management, and low-code platforms.
Hyperautomation orchestrates processes across a variety of tools. Image courtesy Gartner. Hyperautomation has arisen from the need to drive growth and operational excellence, and as well as to deliver a better, more-responsive experience for prospects, customers, and employees. To improve operational speed, organizations are looking to democratize automation initiatives by putting the power to manage data and technical processes in the hands of users across the organization, not just in IT. A key factor in democratization is low-code technology, which abstracts away the need to learn coding to solve technical challenges in favor of accessible interfaces such as visual building experiences.
Effective hyperautomation comes down to combining democratization with proper governance and security practices. It’s a best practice to ensure line-of-business users and IT work in close partnership to share both accountability and spending for managing processes and data. As an example, Thryv is using low-code to coordinate important processes across end-to-end order fulfillment and outward-facing sales teams expedites processes that would’ve taken 12 months to implement within a few weeks and mobilizes a sales force of 1,500.
What you need to know: Composable applications
According to the analyst, Gartner’s composable enterprise model “means creating an organization made from interchangeable building blocks.” Effectively, the composable enterprise configures its tech estate in such a way that it can iteratively tweak the functionality of its tech estate to adapt to rapid changes in the market.
The composable enterprise is fundamentally about modularity and adaptability across the tech stack. Image courtesy Gartner. The key to implementing the composable enterprise is composable applications, which expedite processes by sharing reusable “business objects”–units of data that different teams can share universally. Purchasing the right tools for the right job is only the first step in building composable architecture. It’s also crucial to equip business and IT teams with the tools to ensure interoperability.
An essential key to interoperability is API integrations, which next-generation low-code technology puts into the hands of every user across the organization. With the ability to both integrate software tools at the API level as well as to use hyperautomation to expedite processes across their software tools, organizations can realize the full potential of the composable enterprise to innovate faster while driving more value from their existing tech stack. For example, sales engagement leader Outreach takes the composable enterprise approach to tweak functionality for common tools such as CRM, marketing automation, chat, and spreadsheets to dramatically increase sales and marketing productivity and grow revenue.
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