Customer Experience and Automation – Key Trends in 2021

Gartner’s list of Top Strategic Technology Trends for 2021 covers three predictions that are relevant and of particular interest to the telecommunication industry: Total Experience (including Customer Experience, Employee Experience, and User Experience), Anywhere Operations, and Hyperautomation.

Total Experience

The first one, TX or Total Experience, describes a strategy that combines customer experience, employee, and user experience disciplines. The overlap in these experiences can be improved with technology, and it enables companies to take advantage of disruptive aspects of the current pandemic such as distributed customers, remote work, and virtual and mobile. 

Anywhere Operations

The second interesting trend, Anywhere Operations, refers to an IT operating model designed to support customers everywhere, enable employees everywhere and manage the deployment of business services across distributed infrastructures. Gartner notes that this is a ‘digital first, remote first’ model and digital should be the default for business at all times – even the physical spaces that remain should be digitally enhanced.

Hyperautomation

The third trend, Hyperautomation, describes a disciplined approach that organizations use to rapidly identify, vet and automate as many approved business and IT processes as possible. Although hyperautomation has been trending at an unrelenting pace for the past few years, the pandemic has heightened demand with the sudden requirement for everything to be ‘digital first.’ 

At Enxoo, we believe telecom operators must build a foundation of business systems and processes that allows them to continuously transform their businesses so they can more easily adapt to future change. 

A Zero-Touch approach, meaning the full automation of operations, can help operators to turn above trends into reality, achieving Total Experience, Anywhere Operations, and Hyperautomation.

Grow your business with Enxoo

Enxoo can help you to enhance the customer experience, increase productivity and operational efficiency by offering effective solutions and support on your business transformation journey. We are a team of experts in Digital Transformation, Automation and OSS/BSS. We can advise you on how to realize your vision, making sure all systems and processes are in the right place so you can interact with your customers and other carriers in the best possible way.