XaaS, UX/CX and Privacy

XaaS, UX/CX and Privacy: Non-Technological Digital Transformation Trends in 2020

The Digital Transformation is more than the sum of its technological parts. Change itself is a fundamental driver of the Digital Transformation, and change almost always transcends the tools that drive it. Because of this, it is necessary to highlight the adjacent technology trends that will dominate the Digital Transformation initiatives in 2020: XaaS (everything as a service), UX/CX (User/Customer Experience), and digital privacy.



«Everything as a Service» will experience even more momentum in 2020, even in the most hardware-dominated technology industries. Hewlett Packard announced that it would offer everything in its portfolio as a service by 2022. This is just one great example, but all vendors are moving in this direction. As we continue to see the evolution of onsite, offsite, cloud, hybrid systems, etc., «big IT» will move into the facilities as a service, right next to big data, analytics, blockchain, etc. The XaaS trend has been building for a few years now, but 2020 will be the year when it becomes completely commonplace.


User and customer experience

Since the success of the digital transformation is intimately linked to the user and customer experience (UX/CX), this emphasis will continue to drive business investments in the digital transformation. Improvements in connectivity (5G, WiFi 6), computing capabilities (cloud, edge, machine learning), intelligent automation (RPA, AI), and intuitive user interfaces (conversational AI, gesture analysis, AR) will combine to make 2020 a turning point for UX and CX in a wide range of industries from retail and hospitality to transportation and healthcare.


Digital privacy

Thanks in part to the many privacy failures of technology companies in recent years, the establishment of the EU’s General Data Protection Regulation, and growing calls in the United States for controls on technology companies, we will see that by 2020 more companies will finally take privacy and data security issues seriously. The real question will be whether companies like Amazon (through Alexa) and Facebook will join or continue to silently collect as much data as they can from users. Beyond that, the opportunity for high-tech companies to create a real and meaningful structure around data security and privacy could pave the way for a digital privacy renaissance starting in 2020.

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