Designing for New Customer Demands
Almost half (47.6%) of all U.S. consumers are “very concerned” about their personal health as it relates to the COVID-19 virus, according to IDC’s recent U.S. consumer survey. This concern for safety has spurred many businesses to create new contactless consumer experiences, including curbside pickup. Enterprises will also invest in design and user interface requirements for contactless process automation with an emphasis on voice-based experiences and self-service options through mobile apps.
- Prediction: By 2023, 75% of grocery ecommerce orders will be picked up curbside or in store, driving a 35% increase in investment in onsite or nearby micro-fulfillment centers.
- Prediction: In 2021, 40% of development activities will reprioritize design and user interface to support contactless process automation.
Accelerating Automation Initiatives
Enterprises will increasingly adopt automated IT operations practices to support the greater scale required for digitally driven enterprises. Robotic process automation (RPA), robotics, and artificial intelligence (AI) technologies will play a more important role in labor automation while a continued focus on autonomous operations will drive investment in Digital Engineering organizations and digital operations technologies.
- Prediction: By 2022, 45% of repetitive work tasks will be automated and/or augmented by using “digital co-workers,” powered by AI, robotics, and RPA.
- Prediction: By 2023, 75% of Global 2000 IT organizations will adopt automated operations practices to transform their IT workforce to support unprecedented scale.