Gartner IT Symposium/Xpo 2024: Day 3 Highlights – Exploring Generative AI, Customer Experience, and the Future of Cloud
Day three of the Gartner IT Symposium/Xpo 2024 continued to reveal the insights that will shape the future of enterprise technology. As AI and cloud technologies evolve, businesses must stay ahead by integrating innovative solutions into their strategic roadmaps.
Steve Levy, VP of Enterprise Architecture at Infor, reflects on the key themes presented, with a particular focus on generative AI’s disruptive potential, the future of customer experience (CX), and cloud technology trends heading toward 2029.
Infor’s platform, Infor CloudSuite, remains the innovator’s choice for organizations navigating these shifts, offering robust tools to leverage the advancements in AI, cloud, and customer engagement.
Here’s a closer look at the highlights from Day 3:
Gartner opened the third day with a guest keynote from Adam Grant, who has been Wharton’s top-rated professor for seven straight years. As an organizational psychologist, he is a leading expert on how we can find motivation and meaning, rethink assumptions, and live more generous and creative lives. He has been recognized as the world’s #2 most influential management thinker and one of Fortune’s 40 under 40. Adam delivered an amazing session on the science behind achieving great things.
Hype Cycle for Generative AI: Transforming Business with Disruptive Innovation
Generative AI is at the center of a technological revolution, as outlined in the 2024 Hype Cycle for Generative AI presented by Arun Chandrasekaran, Distinguished VP Analyst at Gartner. The rapid development of generative AI technologies, such as large language models (LLMs), is set to dramatically reshape industries.
Key takeaways include:
- Breakneck Advancements in GenAI: Over the next 2-5 years, generative AI will advance at a pace that will transform business processes. Infor CloudSuite offers enterprises a platform to integrate these cutting-edge AI tools, enhancing automation, creativity, and decision-making.
- Multimodal and Conversational AI: LLMs are evolving to handle multimodal data and become more conversational. With Infor CloudSuite, businesses can utilize AI models that adapt to various use cases, from customer service to operations, ensuring they remain competitive.
- Building a GenAI Ecosystem: As the ecosystem of GenAI tools expands, organizations need to govern and customize AI-powered applications. Infor CloudSuite enables businesses to adopt these innovations while ensuring governance, security, and scalability.
Generative AI is still in its early stages, but the potential it holds is vast. With Infor CloudSuite, businesses can leverage AI responsibly, navigating the complexities of this emerging technology while reaping the benefits of increased productivity and innovation.
Key Trends Driving Customer Experience in 2025: Evolving with the Consumer
Customer experience is undergoing significant changes, driven by shifting consumer behavior and emerging technologies. Michael Chiu, Distinguished VP Analyst at Gartner, discussed these trends and how CIOs must rethink their role to lead customer experience initiatives.
Key insights from the session:
- The Limits of Additive Solutions: Organizations have historically focused on additive technologies to improve CX, but this approach has its limits. CIOs need to shift from traditional IT solutions and adopt a customer-centric mindset. Infor CloudSuite empowers IT leaders to go beyond incremental improvements by embedding AI and data-driven insights into customer interactions, ensuring a holistic approach to CX transformation.
- CIOs Leading with Empathy: CIOs must take a more active role in contributing to and leading CX initiatives. Infor’s OS Platform allows CIOs to integrate AI solutions that prioritize customer empathy, helping businesses respond to customer needs more effectively.
- Generative AI for Customer Insights: 47% percent of organizations are testing GenAI for CX, with 42% expecting value from its ability to improve customer insights. Infor CloudSuite supports the use of generative AI tools that enhance customer engagement, helping frontline employees deliver consistent, on-brand responses that solve customer problems efficiently.
- Machine Customers on the Rise: By 2026, 30% of large enterprises will have dedicated business units or channels to serve the growing machine customer market. Infor CloudSuite is ready to support this shift, offering AI and data management tools that enable businesses to adapt to this new landscape of automated, machine-driven transactions.
As the role of customer experience evolves, Infor CloudSuite offers the tools and flexibility to adapt to emerging trends. By integrating AI-driven insights and scalable solutions, businesses can deliver personalized, seamless experiences that drive customer satisfaction and loyalty.
The Future of Cloud in 2029: A Catalyst for Business Innovation
Cloud computing is moving beyond a technology enabler to become an essential platform for business survival, according to David Smith, Distinguished VP Analyst at Gartner. The session explored how cloud will serve as a launchpad for AI-driven innovation and long-term business value.
Key insights from the discussion:
- Cloud as a Business Necessity: By 2028, cloud computing services will no longer just be a competitive advantage but a business requirement for survival. With Infor CloudSuite’s hybrid, open architecture, businesses can create resilient and scalable infrastructures that support the demands of a digital economy.
- Growing Cloud Investments: Cloud spending is expected to surpass $1 trillion globally through 2027, signaling the growing importance of cloud-native platforms in digital initiatives. Infor’s architecture supports businesses in optimizing their cloud investments to achieve cost-effective growth.
- AI-Driven Cloud Workloads: By 2028, over 50% of cloud compute resources will be dedicated to AI workloads, up from less than 10% in 2023. Infor’s platform allows businesses to maximize cloud resources for AI integration, enabling enterprises to accelerate innovation and enhance operational efficiency.
As cloud-native platforms become the foundation of digital initiatives, Infor CloudSuite’s hybrid and open architecture supports organizations in achieving long-term growth, resilience, and innovation, tailored to a landscape increasingly driven by AI.
Infor CloudSuite: Empowering Organizations for the Future of AI, CX, and Cloud
The insights from Day 3 of the Gartner IT Symposium/Xpo 2024 highlight the immense potential of AI, evolving customer expectations, and the future of cloud. Infor CloudSuite is uniquely positioned to help businesses navigate these trends, offering a platform that seamlessly integrates generative AI, customer experience solutions, and resilient cloud strategies.
Whether it’s harnessing the power of generative AI to revolutionize business processes, leading customer experience initiatives with empathy and innovation, or building scalable cloud architectures for the future, Infor CloudSuite provides the tools organizations need to succeed in an ever-evolving digital landscape.
Stay ahead of the curve with Infor CloudSuite and the Infor OS Platform, the innovator’s choice for AI-driven, customer-centric, and cloud-optimized enterprise solutions.
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