Gartner PCC: A Shovel & Some Ah-Ha's
By Kellsey Ruppel-Oracle on Mar 16, 2012
The future Web is here, available not only on browsers but also via a broad spectrum of access points, including automobiles, consumer electronics and more and more mobile devices. Not merely prevalent, the future Web is also multimedia-driven and operates in real time, driven by mobility, social media, streaming video and other dynamic services. Applications and user experiences are in the midst of an evolution — from the early, simple mobile Web models to today’s Web 2.0 mobile apps and, ultimately, to a world of predominantly Web apps. Additionally, cloud services will forever change how portals and user experience are designed, built, delivered, sourced and managed.
What does this mean for IT?
Use software and technology as an enabler, not as a roadblock.
Overall, we had a great week in Orlando learning about how to improve the user experience, manage content explosion, launch social initiatives, transition to mobile environments and understand cloud and SaaS options.
- 70% of internal social initiatives eventually fail.
- By 2014, refusing to communicate with consumers via social media will be as harmful as ignoring emails/phone calls is today.
- Customer engagement = multi-channel + social & interactive + personal & relevant + optimized.
- If people choose to talk about your product/company/service, it's because it's remarkable. -- Seth Godin's keynote (one of the highlights of the conference!)
- The Web will become the primary method used for delivering content and applications to mobile devices.
- By 2015, 20% of smart phone users worldwide will conduct commerce using context-enriched services on a weekly basis.
- 86% of customers will pay more for a better customer experience.
- 6 P's of Quality User Experience. Product. Enabled by: People, Patterns, Process, Profit, Priorities.