With the outbreak of COVID-19, it has significantly accelerated the digitalization wave. Enterprises, irrespective of industry vertical, are adoption technology of some sort to keep themselves relevant to the changing market dynamics. New-age technologies such as AI/ML, Big Data, IoT, Cloud Computing, among others have become the buzzword in the world of business today. As Customer Experience is becoming more crucial than ever, these technologies will certainly play a significant role in meeting customer requirements. 

“Businesses are turning to AI for emotional intelligence, going beyond general customer interests to what customers are interested in at the moment,” said Wipro Digital President Rajan Kohli. “This deeper level of personalization creates a more accurate and helpful customer experience, so that consumers receive experiences that are suited for their unique context and circumstance.”

In addition, Gartner predicts that artificial emotional intelligence (AEI) will influence more than half of digital ads by 2024. “In fact, we view AEI-based advertising as the next frontier for better consumer engagement and deeper customer understanding,” said Kristina LaRocca-Cerrone, a director with Gartner for Marketers.

Here are list of some technologies which are poised in developing a Digital Living environment:

Conversational Artificial Intelligence

Conversational AI is not just a single technology but rather a combination of multiple technologies and its capabilities that includes conversational user interfaces, natural language processing, machine learning,  and leading-edge design, among others.

“Conversational AI interfaces—from text and chatbots to voice assistants—will leverage more robust machine learning technologies, making them more predictive and allowing businesses to serve customers more quickly and efficiently,” said Philip Say, vice president of innovation product management at experience design agency Sutherland Labs.

Virtual Reality/Augmented Reality (VR/AR)

As VR/AR technology is at its nascent stage, Immersive experiences, enabled by virtual and augmented reality capabilities are potentially the most disruptive experience shifts of the next decade. “What we call extended reality experiences, which include mixed, virtual, and augmented realities, represent a fundamental transformation in CX,” said Raffaella Camera, global head of innovation and market strategy at Accenture Extended Reality.

Blockchain

Today, Blockchain has become more than a mere cryptocurrency. With a potential to bring its key traits in building trust and increasing transparency,  blockchain is essentially self-managing distributed ledger systems. “Most organizations are still learning about the potential use cases of blockchain for customer interactions,” Gartner analyst Nadine LeBlanc wrote in the firm’s customer service and support technology hype cycle report. “Blockchain-based disruption can optimize and, in certain cases, transform the way organizations deliver services and engage with their customer beyond the organization’s boundaries.”