The technology to create incredible customer experiences

Challenging times, like the ones we are facing today, are the perfect time for businesses to explore how they are connecting with customers and employees.

Ritesh Menon,
Studio Partner, UI Engineering, Globant

Expectations have never been higher.

As we begin 2021, many of the technology trends that will continue to drive businesses forward will be ones that are focused on consistently delivering exceptional customer experiences. By collecting and leveraging more data, businesses will be able to personalize their offerings to a much greater extent than they could in the past. Achieving these personalized experiences will require a unified back and front-end.

Humanizing AI
Experiences
Extended
Reality
Data-Driven
Experiences
Cybersecurity

Learn more about why human-centered AI experiences are becoming so important in the full report.

Humanizing AI Experiences

Artificial intelligence is already helping organizations to create new and better digital experiences and services for their customers. In 2021 and beyond, this won’t be enough. Leading organizations are moving past basic forms of AI and leaning in to "human-centered AI."

Human-centered AI ensures that these improved experiences are customer-focused, creating an experience that feels as if you are interacting with an actual human. On the development side, the people and organizations building these AI-powered products can explain the reasoning behind the decisions the system makes.

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23%

increase in revenue for companies that invest in emotional connections with their customers.

- Gallup

graphic of a man

Find out some of the innovative ways to use extended reality to enhance your customer experience in the full report.

Extended Reality

In 2021, these types of experiences are more important than ever as customers balance the increasing demands of working and living in the midst of the global pandemic. The remote nature of both our work and home lives contribute a willingness to try new virtual experiences.

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94%

higher conversion rate when products have AR content on e-commerce sites.

- Harvard Business Review

85%

of decision-makers prioritize the use of data insights, incorporating quantitative information into the decision-making process.

- Forrester

Data-Driven Cultures

The way in which organizations collect and use data continues to accelerate at a rapid pace. In 2021, this focus on data to make crucial decisions will continue - but we’ll also see an increase in the use of data in everything from helping organizations become more nimble and adaptive, to driving immersive, personalized experiences for customers.

As more data is collected, machine learning allows companies to use patterns and algorithms to work to contribute to problem resolution and improved experiences.

Read more about how data-driven cultures are impacting the customer experience.

Download Report

Read more about how data-driven cultures are impacting customer experience.

graphic of a girl
graphic of a man

Download the report to learn more about what companies need to do to enhance cybersecurity and improve customer experiences.

Cybersecurity

The last year introduced the world to a completely new way of doing business, with companies pivoting to online operations, sometimes for the first time. This included the way their employees worked, but also the way they created exceptional experiences for their customers.

As our reliance on connection by way of apps and digital experiences has increased, we are still figuring out how to harness the power of those devices and the data that passes through them. While we have evolved as a tech society, our cybersecurity culture remains comparatively quite immature.

Download Report

300%

Since the Covid-19 pandemic began, the FBI reported a 300% increase in cybercrimes.

- Forrester

Expectations have never been higher.

As we begin 2021, many of the technology trends that will continue to drive businesses forward will be ones that are focused on consistently delivering exceptional customer experiences. By collecting and leveraging more data, businesses will be able to personalize their offerings to a much greater extent than they could in the past. Achieving these personalized experiences will require a unified back and front-end.

Challenging times, like the ones we are facing today, are the perfect time for businesses to explore how they are connecting with customers and employees.

Ritesh Menon,
Studio Partner, UI Engineering, Globant

Humanizing AI Experiences

Artificial intelligence is already helping organizations to create new and better digital experiences and services for their customers. In 2021 and beyond, this won’t be enough. Leading organizations are moving past basic forms of AI and leaning in to "human-centered AI."

Human-centered AI ensures that these improved experiences are customer-focused, creating an experience that feels as if you are interacting with an actual human. On the development side, the people and organizations building these AI-powered products can explain the reasoning behind the decisions the system makes.

Learn more about why human-centered AI experiences are becoming so important in the full report.

23%

increase in revenue for companies that invest in emotional connections with their customers.

- Gallup

graphic of a man

Extended Reality

In 2021, these types of experiences are more important than ever as customers balance the increasing demands of working and living in the midst of the global pandemic. The remote nature of both our work and home lives contribute a willingness to try new virtual experiences.

Find out some of the innovative ways to use extended reality to enhance your customer experience in the full report.

94%

higher conversion rate when products have AR content on e-commerce sites.

- Harvard Business Review

graphic of a man

Data-Driven Experiences

The way in which organizations collect and use data continues to accelerate at a rapid pace. In 2021, this focus on data to make crucial decisions will continue - but we’ll also see an increase in the use of data in everything from helping organizations become more nimble and adaptive, to driving immersive, personalized experiences for customers.

As more data is collected, machine learning allows companies to use patterns and algorithms to work to contribute to problem resolution and improved experiences.

Read more about how data-driven cultures are impacting the customer experience.

85%

of decision-makers prioritize the use of data insights, incorporating quantitative information into the decision-making process.

- Forrester

Cybersecurity

The last year introduced the world to a completely new way of doing business, with companies pivoting to online operations, sometimes for the first time. This included the way their employees worked, but also the way they created exceptional experiences for their customers.

As our reliance on connection by way of apps and digital experiences has increased, we are still figuring out how to harness the power of those devices and the data that passes through them. While we have evolved as a tech society, our cybersecurity culture remains comparatively quite immature.

Download the report to learn more about what companies need to do to enhance cybersecurity and improve customer experiences.

graphic of a man

300%

Since the Covid-19 pandemic began, the FBI reported a 300% increase in cybercrimes.

- Forrester

Download Report