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Connected Devices Tell a Story. Do You Know How to Listen?

By Cheyenne Davis

Cheyenne Davis

Cheyenne Davis - 24 November 2020

It’s only been a few decades since the first consumer computers were introduced, yet our world has been fundamentally changed by digital technology since the early 1980s. Today, the average U.S. household owns an average of 11 connected devices [1], a number that is expected to accelerate with the rollout of 5G.

Multiexperience: The Next Chapter in Digital CX

Traditionally companies viewed their digital experience largely in two buckets: web vs. mobile. While still important, these two channels have been joined by numerous others including chatbots, voice assistants, wearables, smart hubs, and augmented reality (AR) and virtual reality (VR) applications. In light of these factors Gartner predicts that, through 2028, the user experience will undergo a significant shift in how users perceive the digital world and how they interact with it [2]. Ensuring consistent and contextually relevant experiences across all connected touch points—something Gartner terms multiexperience—will be critical to success as these trends accelerate. 

 

Winning at Multiexperience: Automated Testing from the User’s Perspective

And in this environment the only way to truly ensure the right experience at every touchpoint is by testing technology through the eyes of its users. Savvy companies have already recognized the strategic importance of user-centric testing, and this approach will only become more critical as multiexperience accelerates. Let’s take an AR app as an example. It could check all the boxes from a compliance perspective but unless you’re actually viewing it as it appears to the user, you can’t account for variables like lighting, battery consumption, memory level and other factors that could impact performance.

With Eggplant’s unique, user-driven approach to testing, companies can simulate different conditions and ensure the consistency and quality of performance in these various scenarios. Through advanced AI, we provide powerful built-in image recognition functionality that allows companies to see the technology as it appears to users. In the case of the AR app, this means companies can test performance in various conditions and also address accessibility concerns—an important element given that AR can often lead to headaches, dizziness and other physical ailments.

From a broader multiexperience perspective, Eggplant ensures the contextually relevant experience that is make or break for doing it right. We can test any device, technology, browser or operating system via a single test script, empowering organizations to deliver compelling digital experiences at every touchpoint without a significant resource investment. What’s more, we enable organizations to automate up to 80% of their testing activities, including test-case design, test execution, and results analysis.

 

People-literate Technology Powered by

AI-Driven Test Automation

In describing multiexperience Brian Burke, research vice president at Gartner, said, “The model will shift from one of technology literate people to one of people-literate technology.” Eggplant equips companies with the AI-driven automation critical to testing, refining and optimizing this people-literate technology.

As a result, organizations can listen to the stories connected devices tell: namely, how to get closer to customers and compete—and win—on the digital experience. Hear how Eggplant helped a quick service restaurant chain do exactly that when we helped them automate the multiexperience POS system in just 3 months.

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