{"id":14420,"date":"2020-01-27T19:06:06","date_gmt":"2020-01-27T13:36:06","guid":{"rendered":"https:\/\/cigniti.com\/blog\/?p=14420"},"modified":"2024-07-30T14:33:55","modified_gmt":"2024-07-30T09:03:55","slug":"multiexperience-enterprise-digital-transformation","status":"publish","type":"post","link":"https:\/\/www.cigniti.com\/blog\/multiexperience-enterprise-digital-transformation\/","title":{"rendered":"MultiExperience for Enterprise Digital Transformation in 2024"},"content":{"rendered":"

Gartner has placed Multiexperience amongst the top technology trends<\/a> of 2020. According to the analyst, the multiexperience trend will replace technology-literate people with people-literate technology. Instead of people getting accustomed to evolving technologies, technology will evolve to better understand people.<\/p>\n

Multiexperience is about leveraging various modalities, digital touchpoints, apps, and devices to design and develop a seamless customer experience. The idea is to interact with customers at as many touchpoints as possible to offer a consistent customer experience across the web, mobile, app, and other modalities.<\/p>\n

Gartner predicts that by 2023, more than 25% of the mobile, progressive web, and conversational apps at large enterprises will be built and run through a multi-experience development platform. Multiexperience technology is a step ahead in the journey of complete digital transformation<\/a>. As businesses invest in state-of-the-art digital solutions to develop smooth experiences for their consumers, multiexperience may be the catalyst for guaranteeing fruition.<\/p>\n

Daniel Sun, VP Analyst at Gartner, says, \u201cDevelopment teams should master mobile app design, development, and architecture because \u2018mobile\u2019 is typically the gateway to multiexperience.\u201d Businesses looking to design multi experience should consider technologies such as Augmented Reality, Virtual Reality, Mixed Reality, wearables, chatbots, IoT. These technologies, along with apps, websites, and social media channels, will assist in developing a whole multiexperience.<\/p>\n

Mind you, multiexperience is not omnichannel<\/h2>\n

Thinking of multiexperience as being the same as omnichannel is a rather common mistake. While omnichannel<\/a> involves tapping the user touch points across all the channels, multiexperience is about developing effortless customer experiences across apps, websites, and modalities of voice, touch, and text, irrespective of the channel.<\/p>\n

The key difference between omnichannel and multiexperience is the core. Omnichannel is all about technology, whereas multiexperience is all about people. This difference marks the shift from technology-literate people to people-literate technology.<\/p>\n

The four-step multi experience model<\/h2>\n

Jason Wong, Research Vice President at Gartner, proposes a four-step model<\/a> for applying multiexperience to a digital user journey:<\/p>\n