Skip to main content

CX First: Digital Transformation Powered by Continuous X

Tags:
  • Digital Transformation
  • digital transformation trends
  • digital trends 2019
  • agile software deveelopment
  • software

CX First: Digital Transformation Powered by Continuous X

Posted On: 13 December, 2019
By Debasis Ray

Does your application help them? Is it too confusing for them to use? Is it too slow? Are they lost in steps while trying to complete critical interactions? What do they want?

These are a few questions that even the savviest of executives are asking more frequently than ever. Technology has handed customers unprecedented power and amplified their expectations of instant gratification and information. More and more customers expect the level of satisfaction they receive from the industry leaders to quickly respond to their complaints and take in their suggestions affirmatively. They expect this even from the sleepiest corners of markets across industries. If you fail to deliver the experience, they’ll hop on to your competitors.

Tracking what’s important

Focusing on the speed of delivery is critical. However, it cannot be the only focus for the customer-first approach. The key is to track success and uncover areas of improvement with Key Performance Indicators, such as response time and frequency of key transaction, visits per user/per week, user growth rates, conversion rates, and amount of time spent on an application amongst many.

Refactoring of software happens on the go, failure is not penalized – outcome is the king!

When you’re determined to meet the demands of digital transformation, adopting the ‘solution’ first approach is a good strategy. Tools will help you get the work done only once you know what you want to achieve. We should constantly be asking ourselves: why do we need this? And why are we doing this?

One such strategy of designing workable solutions is to work in small batches. Working in small batches confers you the ability to test your hypotheses rapidly and correct or revisit the solutions. Small change sets should be the core principle of any digital transformation journey. This gives the ability to smoothly flow through, and even if it fails, recovery can be faster. At Amazon, the development and deployment processes are mature enough to handle new software deployment every second.

Today, we all recognize the benefits of Agile Software Development, and its popularity is beyond the software industry. It is implemented right from wedding planning to reducing lead and cycle time in mega manufacturing plants. Despite its popularity, according to the 13th Annual State of Agile report, a clear majority of respondents (83%) said that their organizations were below the high level of competency with agile practices. Our analysis shows a similar observation of many agile projects hitting the glass ceiling when it comes to improving efficiency, speed to market, and quality. While the projects offer benefits of agile like faster feedback, continuous improvements, and motivated teams, when it comes to measuring engineering parameters, the reports are often subjective.

Bringing people, processes, tools and technologies together

Customer experience is driving the Software delivery. The customer relationship is dynamic with constantly shifting expectations, and it requires continuous monitoring. So, while Agile and DevOps enable faster software delivery, that is not an end in of itself. Ultimately, the goal is to deliver value directly to the customer via digital capabilities. This calls for a Continuous X approach in your development, test, deployment, monitoring, learning & experimentation, feedback, and so on. In customer experience first approach, success of digital transformation efforts is dependent on four pillars:

Customer Driven – Customer led approach – listen to customers constantly and anticipate their needs to continuously enhance and personalize Customer and not Competitor Centric – Focuses on what Customer is expecting and not what a competitor has.
Insight Driven – Figuring out what a customer wants and use that insight to drive product improvement. Continuous and Connected – Instead of trying to be perfect, try to go fast with batch and incremented releases; get results from the customers and analyze if the results are effective.

Software delivery processes need to introduce systems or tools right at the beginning. This helps in the Continuous X approach of delivery, which can be Multivariate testing (A/B testing) wherein customer feedback can be analyzed using different KPIs and decisions can be made, or Continuous Monitoring wherein the system detects the problem, error alerts and takes actions to heal. The reason why a customer uses a particular product is because it delivers some unique values. It is necessary to use data to obtain the unique value to figure out what they want from their experience, which drives product development and its analysis again. This is called Continuous X.

“By 2022, 70% of enterprises will embed intelligent automation into technology and process development, using AI based software to discover operational and experiential insights to guide innovation.” – states IDC predictions report IDC FutureScape: Worldwide Customer Experience 2020 Predictions by Alan Webber (Program VP – CX), dated 25 November 2019.

The moral of the story is that finding ways to act based on what you listen is an effort that should involve the entire ecosystem of people, processes, tools, and technologies working towards customer success.

Source: ETCIO.com

Subscribe for Updates 

Sign up now for exclusive access to our informative resource center, with industry news and expert analysis.

Read Other Blogs

Blog
Cybage_Cloud_Blog_Cover
Amazon Web Services (AWS)
Microsoft Azure
and Google Cloud Platform (GCP)
cloud
cloud computing
cloud migration
By Nitin Thorve
Posted On: 10 December, 2023
Seamless Cloud Migration: Navigating Complexity with Cybage
In an era where innovation is fueled by technological advancements, migrating to the cloud has emerged as a cornerstone of modern business strategy. Yet, this pivotal shift is not devoid of its intricacies. Let's embark on a journey through the three fundamental stages of cloud migration – understanding the challenges embedded within, unveiling the meticulous process, and exploring how Cybage's capabilities can be harnessed for a seamless transition.
Blog
RealTech Blog - Cybage Software
Blockchain
Business Value
Data Analytics
Future technologies
Management Tools
Real Estate
RealTech
technology
technology solutions
By Arun Pandey
Posted On: 11 April, 2022
Layout of the Future: Promising Trends in RealTech
At this decade's start, mortgage rates saw historic lows. But in 2021, housing demand far exceeded the supply, causing market margins to increase exponentially. What do these trends mean for the…
Blog
ServiceNow SaaS - Making the World of Work, Work Better
ServiceNow
ServiceNow Cloud
ServiceNow Cloud Platform
ServiceNow SaaS
cloud
technology solutions
By Pravin Bansal
Posted On: 21 July, 2021
How ServiceNow Cloud Solutions are Assisting Businesses in Their Digital Transformation Journey by Delivering Smart, Integrated Automation
Digital transformation has become the one common catalyst and business goal for organizations across industries. The growing number of disruptive competitors and aware customers is accelerating the…
Blog
Start to Success
CRM
Enterprise Technology
Internet of Things
ML
Machine Learning
Technological Advancement
Transforming Experiences
automation
product engineering
By Anjan Salgia
Posted On: 22 June, 2021
Plug N Play – Pods for Startups to Build Rapid Engineering Teams
What happens when you want spin faster than your own speed. You look for speed that helps you exceed your own expectations. Being a successful entrepreneur is a similar experience. You may be…
Blog
close up of a futuristic laptop
AI
emerging technologies
technology
hi-tech
By Debasis Ray
Posted On: 27 July, 2020
Embrace Technology
Embracing technology has always been a key part of strategy. When Robert Iger took over as the CEO of the Walt Disney Company, he saw intense competition and technology that changed in a blink of an…
Blog
Agile Engineering Thumbnail
Agile Engineering
Agile Practices
social
By Anjan Salgia
Posted On: 9 June, 2020
Being Social – Soul of Agile Engineering
Social media has completely transformed how we communicate, create and collaborate. We keep seeing organizations showcase their brand value and culture by effectively positioning themselves on various…
Blog
Purely Organized Dominance
Agile Engineering
Agile Practices
POD
Purely Organized Dominance
Software Engineering
By Debasis Ray
Posted On: 22 January, 2020
POD - Purely Organized Dominance!
On a casual weekend, I was watching “Our Planet” on Netflix – a series rated for 7+ age viewer but I got hooked and felt everyone should watch to restore the environmental parity. The resources on…
Blog
Image of Jagat Pal Singh along with the title.
Advanced Networking
Cognitive Computing
Edge Computing
Enterprise Technology
IoT
AI
Artificial Intelligence
ML
technology solutions
cloud
By Jagat Pal Singh
Posted On: 27 November, 2019
Shaping The Trends Of Enterprise Technology For 2020
Over the past few years, there have been various emerging technology advancements creating disruption in the enterprise business. It’s likes of Cloud, AI, RPA, IoT and many other technology trends…
Blog
Digital transformation depicted through a butterfly emerging from its cocoon.
Digital Transformation
Digital Transformation Guide
automation
business growth
customer experience
emerging technologies
integrated engineering
personalization
product engineering
technology
By Debasis Ray
Posted On: 2 August, 2019
Essential Digital Transformation Guide for Growing Businesses
Technology is changing the society; it is embedded in everything we do, improving the ways we work, live, and experience this world. But we are looking at a greater transformation at play, where the…
Blog
Image of a man interacting with the digital environment.
Digital Transformation
business growth
emerging technologies
technology
technology solutions
By Jagat Pal Singh
Posted On: 20 February, 2019
New-age Technology Adoption By Top Management Will Help Scale Business
Outlining key business outcomes and working backwards to adopt agile methodologies with the right mix of technology will help organizations to secure their market share and stay ahead of the curve…