With the progress of cloud infrastructures and AI innovations, tech providers have an enormous opportunity to transform the CX landscape.
However, with so many pioneering new concepts appearing on the market, it is tricky to prioritize areas of focus.
Thankfully, Rajesh Kandaswarmy, a VP Analyst at Gartner, has shared insights on the top trends likely to impact technology brands from 2023 through to 2025.
Here are the five most likely to resonate with CX leaders.
1. The Democratization of Technology
According to Gartner, the increasing democratization of technology is empowering non-IT professionals to mold and optimize their innovative solutions and workflows. This trend provides companies with opportunities to sidestep the developer skill shortages in the current landscape, and leverage a new community of citizen developers.
Gartner estimates by 2025, 55 percent of all the successful technology solutions available on the market will accommodate nontraditional consumers within enterprises.
2. Product-Led Growth
Product-Led Growth (PLG) is a crucial go-to-market strategy for today’s technology vendors, according to Gartner.
The approach involves delivering value to users through free product offers, as well as automated and interactive demonstrations. This business strategy helps to capture the attention of prospects and convert them into long-term subscribers and consumers.
By 2025, Gartner says 95 percent of SaaS (Software as a Service) providers will be using self-service PLG strategies to increase customer acquisition and reduce promotional costs.
3. Co-Innovation Ecosystems
Currently, the rise of co-innovation ecosystems is paving the way to a new approach to technology customization and adoption. The emerging practice supports the synchronization of collaborative, external, and internal ideas to design new value opportunities.
With co-innovation partner ecosystems, Gartner believes technology providers can leverage the benefits offered by other market vendors in their technologies and address pressing customer needs. Shared skills and technology expertise are likely to be crucial in the years ahead.
