1.Customer experience has evolved into experience processing
Customer experience is no longer a job once and for all.It is necessary for enterprises to provide multiple experiences across channels and use intelligent technology to maintain user preferences and environment.The enterprise needs to realize that these preferences and situations will continue to change,and invent a way to satisfy customers in the best way to get used to these changes.Nick Ford,the chief marketing officer of Mendix,said:”The more touchpoints and devices supported by the enterprise ecosystem,the more development packages needed for model development approaches,enhanced practices and IoT sensors.The model-based development and out-of-the-box integration brought by low code will help developers to deliver to the application faster and provide better customer experience.”
2.Super personalization becomes the norm
Today’s customers expect to be used to their preferences and use situations.However,it is very challenging to let the application program complete according to the practice environment that changes at any time.Because it is necessary for the application program to understand the context,such as the type of work of employees,equipment in use,customized functions,user credentials and environment.If we want to analyze these data and take proper care of them in time,we need the help of AI.In order to sensitively and appropriately adapt to the changing environment,the enterprise organization continuously responds and iterates with the same needs.The more iterations a company has,the more responses it will receive.These reaction data can be used as valuable practice data of machine learning model to complete the super personalized experience of automation on a large scale.Srock said:”In 2022,hyper-personalization will become a competitive differentiation factor.As the world becomes more and more digital,customers expect to get customized experience and be able to adapt to their needs and expectations at the time.To do this,applications need to use AI instead of implementing simple rules.”
3.Enhanced practice and virtual practice may usher in spring in new assignments
Many assignments are taking advantage of enhanced practice and virtual practice in innovative ways.More and more manufacturing enterprises will use 3D models to manufacture prototypes of new products,and use AR and VR for quality control inspection.Enterprise organizations will also create immersive learning experience,or use AR to provide simulation experimental environment for some dangerous types of work.Ford said:”Enterprise organizations are no longer limited to the physical world.On the contrary,they can choose between the imitation world and the digital world,and perhaps combine the two.In 2022,more business leaders will imagine the company’s operating methods from scratch.For example,retailers can provide customers with AR experience,and put the 3D rendering of furniture into customers’homes to determine whether the furniture is suitable.”
4.The out-of-the-box API is improving customer experience
The connection requirements of application programs rely on fast and reliable system integration.In order to ensure the seamless connection of user experience,it is necessary for enterprise organizations to create an integrated and excellent back-end to promote efficient data sharing.Srock said:”In order to create common experiences in different forms and situations,enterprises will increase the use of out-of-the-box APIs,which can easily connect different systems and data sources.Developers can quickly connect the recording systems of various centers and satisfy customers’practical needs.For example,identify at each point of customers’journey and provide experience related to their environment.”
5.More and more companies will use low code to complete the mission automation in the operation process
Process optimization is promoting competition advantages.However,many enterprises and organizations still have difficulty in separating the paper process from the e-mail review process,which will not only slow down the work progress,but also have a negative impact on employees and customers.What’s more,data is trapped in an island of application,which further reduces the experience of customers and employees.Looking forward to 2022,more enterprises will seek model-driven,user-centric development to make it easier to create,apply and complete the automation of transaction processes.Ford pointed out that”every process will affect customers’experience,and the suspension of the global supply chain is only an example.When enterprises can organize the demand of shopping malls with changing habits in real time and on a large scale,insufficient supply and delayed delivery are the manifestation of inefficient back-end processes.”
6.It is necessary for enterprise organizations to be able to provide native and progressive network applications
Mobile applications are the main force of the digital economy.Without the correct architecture,it is almost impossible to satisfy the needs of different environments,equipment and personnel.The choice of native application or progressive network application(PWA)depends on the nature of the application.In 2022,enterprises need to be able to build native applications and PWA together,so as to provide the best customer experience in every mobile scenario.Ford added:”The need to support these two architectures together is not only due to the universality of mobile scenarios.Mobile devices are evolving from data receiving devices to data supply devices,especially high-definition cameras on smart phones and various applications that can replace practice.”
7.User experience will extend to the Internet of Things
Wearable devices,sensors,networked intelligent environments…whether in manufacturing workshops,warehouses,or construction sites,multiple experiences are changing the working methods of employees.Enterprises not only need to be prepared for many data generated by wearable devices,but also need to consider how to make the information obtained by wearable devices and the physical environment have a synergistic effect,such as using sensors to detect the access credentials stored on smart bracelets and watches,or providing internal navigation through smart glasses.Srock said:”The combination of physical international and virtual international is one of the ways to invent new customer experience.In addition,there has also emerged the concept of digital twins that can work intelligently and even independently.Enterprise organizations need to provide the right data at the right time,so as to obtain relevant insights and choose the right actions,so as to create a seamless experience between imitation international and digital international.”
With the coming of the new year,Ford added:”It is necessary for enterprises to be prepared to improve the experience of digital customers,and this operation can be completed sensitively through low-code solutions.The epidemic has brought a digital innovation for internal enterprises and external customers who want to achieve barrier-free personalized experience.Enterprises that can respond to these trends quickly and strategically will undoubtedly gain competition advantages,customer loyalty,net profit,and accurate data that can produce vivid transaction effects。”
