CX in 2022: From Jargon to Journey Mapping, What Are the Major Trends?

Diane Murray, EMEA Strategy Lead, Progress, analyses digital experience platforms, no code, AI/ML, and more.

We’ve heard the predictions for CX and UX for this year, but how these are playing out in reality matters more so that organisations keep a competitive edge.

This year, in digital experience platform (DXP) and DevOps environments, we’re already seeing some major trends and changes, from security and usability to skill sets and language, which will all provide a huge advantage for developers, customers and organisations.

CIOs are facing their biggest challenges simultaneously – how best to manage the new remote and increasingly digital workforce, promoting and ensuring digital collaboration whilst effectively managing compliance requirements and data security and integrity. The correlation between customers’ digital experiences and increased revenue further heightens pressure to invest in the right DXP that can deliver for their needs and provide scalability.

With continued tech advances and increasingly tech-savvy customers, we are seeing some trending features and technology for DXPs this year.

Digital Experience Terminology

The DXP market terminology is now becoming more familiar, transferring from the analyst community – with some broadly accepted buzzwords within digital experience circles – namely composability and orchestration. These concepts are the natural progression of solutions that must be nimble in the adoption and integration of new tools and the distribution to new channels. It’s worth reading analyst reports to become fully familiar with DXP solutions to best understand the right level of headless capability for your organisation, as well as the best options for scalability.

.NET Core Will Be Part of Every Discussion

There are significant advantages offered by .NET Core for developers. We already predicted in 2021 that the .NET Core open-source Microsoft framework would be big news for developers. Anything which enables developers to deliver their projects rapidly and across multiple platforms and devices is likely to have a huge fan club. The benefits of .NET Core will feature more in discussions and it’ll rank as a priority for buyers to leverage the possibilities of this robust modern framework.

No Code / Low Code Will Get More Attention

No code / low code has been the hottest topic in 2022 tech. Specifically, in today’s DXP market, where API integration capability is essential, but it’s no longer enough. Business users have skilled up and want to be more autonomous, and rely less on already-pressurised DevOps teams. It’s also fair to say that developers are getting their heads around the idea that ease of use shouldn’t just apply to the business user on the front end. Although not all low-code options offer enough flexibility to satisfy a developer, when it’s done right, it’s magic. Low-code integrations let you deliver digital experiences fast enough to respond to changing market demands, as well as new business threats and opportunities – all without the risk of getting trapped in vendor lock-in.

AI/ML Will Continue to Normalise

AI/ML functionality is becoming more accessible to all – What’s also exciting is that real AI functionality is becoming accessible to everyone, as tagging of content became expected for content management. Customer journey mapping, central to any DXP, is critical for delivering sophisticated personalised experiences. Customer journey mapping is a key feature which is central to any digital experience platform, is real and usable for 2022. It’s also an indication that buyers are getting educated and comfortable with advancing technology.

Building a Strong CX Position

Smart organisations realise they must invest in tech which enables agility and scalability and allows them to make the most of what they already have – their data – to create remarkable digital experiences. Setting in place the right foundations to build agility, such as the technology you work with, taking a robust DevOps approach, building a strong security posture and maximising uptime will put the organisation in a powerful CX position.

By Diane Murray, EMEA Strategy Lead, Progress.

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