Liferay advances three predictions about digital experience

artificial intelligence (IA), the Internet of Things (IoT) and integrated multimedia elements will be three key elements in 2022, as the omnichannel specialist foresees Liferay, to achieve a differential customer experience.

Customers' requirements, New technologies and the global pandemic have deeply impacted organizations and have accelerated their transformation, also changing its strategic priorities.

Experts point to the widespread business search for a “unique customer experience” and, on that path, There are some technologies that are already energizing the market and playing a key role in all sectors., even in those traditionally less innovative.

So, artificial intelligence (IA), the Internet of Things (IoT) and advances in the field multimedia (virtual reality, increased and mixed, 3D developments, etc.) They are the three pillars of this transformation.

This is evident in a report from the consulting firm IDC – ‘Why customer centricity is essential to manufacturers’– completed last June 2021 and sponsored Liferay, platform provider Open Source for creating digital web experiences, mobiles and connected devices.

This joint report includes three predictions related to the digital experience for 2022 and the next few years:

To 2022, he 20% of the purchasing or contracting processes will be transformed into more interesting and attractive experiences for the customer through the use of personalized multimedia elements, as product visualizations through virtual reality, 360º videos or 3D configuration tools. The exceptional thing about this prediction is that it applies to sectors such as industrial, an environment that has not traditionally been characterized by customer journeys enriched and will evolve towards the use of innovative product experiences.

To 2024, he 75% of organizations will differentiate their customers' experience by relying on IoT technology and apply it in areas related to the supply chain; For example, for order tracking, Real-time status visibility or detailed delivery times for heterogeneous locations.

To 2026, he 75% of the companies on the Forbes G2000 list (which has around twenty Spanish companies) will use artificial intelligence to develop guidance and insights into risk-based operational decision making, compared to less than 5% of the G2000 that does it today (2021).

As pointed out Carolina Moreno, vp. Sales EMEA and General Manager Southern Europe at Liferay, “2022 It will be a key year for many companies that will take that necessary leap in optimizing customer experiences, and this will reach sectors where until now strategies of this type had not been prioritized”.

As part of this process, in the following years “We will see how AI and IoT technologies take an increasing role in strategic decisions - Moreno assures -, and within the framework of a customer journey enriched and differentiating for all audiences”.

In this context, experts agree that, for these technologies to be successful and provide a customer journey frictionless and give organizations greater operational visibility, Companies must have platforms that allow this.

Besides, They will have to integrate the information that comes from different channels and departments through a technological ecosystem 100% connected. And this challenge will be key in the short term for firms of all sizes and sectors..