If the DDoS the attack on the third-party provider of DNS services Dyn last week taught us anything, it was how fragile a company’s digital store front can be in this world in inter-connectedness.
It also taught us that these impacts can more often than not be outside of our control, and that in this new digital world, we need a new set of tools that integrates digital business performance with IT system performance, to understand the customer experience.
Data is the foundation of any digital business. Every touch point and every click provide insights.
And as more and more business functions and customer touch-points are transformed through digital transformation; being able to understand the customer digital experience is now mandatory.
To survive in the new digital age, companies cannot afford to be held back by outdated manual business processes and customer interactions. The customer is driving business to engage with them online.
But as companies make this transition, they need to consider the new tools needed to give them the same insights they can get when serving a customer face-to-face at one of their branches or through speaking with them over the phone from one of their call centres.
What used to be application performance management tools has transformed into digital performance management tools.
However, if the customer really is our reason to be; shouldn’t we be seeking customer experience management tools?
Platforms that can provide data-driven insight across the three key dimensions of optimising the customer experience, the modernisation of IT operations and being able to innovate at the speed of the business.
Be interested in getting your thoughts on this, and happy to talk about how we can help you on this journey.
