With Covid-19 impacting the way both internal and external stakeholders transact daily, RCM enterprises now view experience design as a key element for sustainable growth strategy. While designing end-customer experience has been the top priority, spending on stakeholder experiences across product lifecycle is also gaining momentum. Moreover, the competitive talent market for technology skills is making enterprises view employee experience as a key element to talent retention.
To deliver a superior stakeholder experience, enterprises are leveraging emerging technologies such as—Artificial Intelligence (AI), Machine Learning (ML), Augmented/Virtual Reality (AR/VR), 5G, blockchain, etc.,—to combine these technologies with new operating models and ways of working to enable a virtuous iterative cycle for unleashing transformation at scale.
This report captures Everest Group’s and Mindtree’s industry practitioner observations on dynamics of shifting the focus from customer-centric experience design to stakeholder-centric experience design. Further, the future of experience and explore the two future-foundational layers of experience design—sustainability and personalization.
