CHARLOTTE – What will be our “digital next”?  That’s the question posed at today’s virtual NC Tech Outlook, an annual conference organized by the North Carolina Technology Association.

Carl Deal, managing director at tech research firm Gartner, presented Gartner’s data from their 2020 CEO Survey, noting that for many technology and innovation leaders the arrival of the novel coronavirus in early 2020 and the subsequent disruption due to the COVID-19 pandemic actually represented an opportunity to accelerate a shift toward greater technology investment and connectivity.

“COVID-19 has given us an opportunity,” said Deal. “Never waste a good crisis. We as technology leaders have been trying to drive innovation and change for years.”

Based on Gartner’s research, Deal recommended that enterprise companies and small businesses can think about a shifting technology landscape by focusing on three areas: digital customers, digital you, and digital insights.

Gartner graphic

Noting that the pandemic has increased technology adoption and customer interest in on-demand, technology-enabled service and product delivery, Deal said that our society has evolved into one in which customers seek to interact “in the way they want to interact, on their phone, on their web browser, on their clothing, on their watch, and even on a refrigerator.”

For example, Deal noted that there are currently 10 different ways to book a flight on United, five different ways to pay your phone bill, and 15 different ways to order a Domino’s pizza.  Companies that understand the importance of multichannel engagement are primed for growth, suggested Deal, noting that their research demonstrates that for at least one-third of all companies, multiplatform engagement will be essential to their ability to generate revenue.

Investments in digital infrastructure within companies are also likely to make a dramatic difference in short- and long-term business success, said Deal.  For example, Gartner’s research demonstrates that by 2023, 40 percent of frontline employees will use wearables, and that this trend is accelerating rapidly.  Companies that invest in their digital infrastructure can enhance productivity and effectiveness through three immersive experiences in the workplace.

Finally, companies that can move beyond systems that allow analyses of past events–or what has happened–to leverage data and machine-learning systems to answer why what happened occurred, will be best positioned to succeed in a changing economy, said Deal.  And that also includes a companies ability to successfully deploy predictive analytics to analyze what will happen next, including a system in place that allows businesses to make quick and effective decisions as a result of predictive analysis.

Gartner graphic

“Digital strategies built on conditions of yesterday or today won’t necessarily be valid in 2030,” said Deal.  “What will we do, or what will we need to do, in order to position our businesses?”  And, Gartner’s research suggests that CEOs are cognizant of the importance of technology investment, regardless of industry, noting that the top areas of company spending are in technology.

“If you want to know what’s important, follow the spending,” he added.  “A great way to gauge where businesses are placing their priorities.”   That includes investment in back-end systems, said Deal, including robotic process automation and the optimization of supply chains.

“Consumer markets and retail markets are going through a massive restructuring right now, trying to reposition themselves to be effective not only today but three years from now when the disruptions from COVID-19 have settled down a little bit.”

David Morken’s introduction

“Outlook for Tech is a forward-looking event that focuses on trends and innovations,” said Bandwidth CEO David Morken, introducing Deal.  Bandwidth recently announced plans to expand their headquarters location in the state and hire 1,100 employees, and Morken acknowledged the company’s commitment to the state.  “I truly believe there is no better place to build and grow a thriving tech business than the great state of North Carolina.”