Understanding End User Computing Scenario
How to keep users productive through 2018 – Gartner IT Expo 2013
I had an opportunity to listen to Gartner Research VPs Stephen Kleynhans and Leslie Fiering give some great business tips on how to keep end users productive through 2018. I thought the session presented a unique perspective that is outside of the way many businesses plan and prepare for changes in their organization’s technology
The speakers pointed out that the Nexus of Forces (Cloud, Mobile, Social and Information) are causing disruptions across the technology landscape and forcing business models to rapidly adapt to a painful transition from IT-centric computing to an ecosystem more and more focused on end-user needs and expectations. Companies need to understand these changing end-user needs to create differentiating products and to stay ahead of the competition.
Gartner research focuses a lot on future technology scenarios, which I believe can act as guidelines for senior executives when planning long-term product and customer experience strategies.
The session focused on three main areas:
- How computing will look like over the next 5 years?
- What kinds of disruptions are changing patterns today creating for tomorrow?
- How can organizations and businesses prepare for these disruptions?
The speakers predicted that by 2018 software will have evolved into applications that will be much more responsive than they are today. In other words: Customer-facing software and associated devices will become more wire free, proactive, contextual, real-time, blended, natural, ad hoc and cognizant.
For vendors to stay relevant within the paradigm of changing customer needs, it is essential that they continue to:
- Build enabling technologies that allows users to perform tasks in the most effective manner. IT normally focuses on cost reduction and more control, but the goal should be to make IT more productive for the end user. Instead of reactive, IT needs to become more proactive.
- Create a self-service culture where the users can perform most of their tasks without being reliant on IT all the time.
- Stay on top of security and compliance related requirements.
- Look out for new technologies - because customers will jump ship once they discover better options to conduct their business.
Focus on integration as it will be the key and a big challenge going forward. Interoperability will define success at an enterprise level. Vendors need to refine their products to make them interoperable with other products/applications. They may also be required to work in partnership with other key players to build necessary connectors/adapters. CIOs are going to be looking more and more for products that will integrate well within their IT infrastructure, as well ascommunicate with other applications. Products that are integrated into an overall system not only bring down the overall cost of ownership, but are also essential for the long term sustainability of a product.
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