Published 08. Dec. 2016
How Professional Conversations Enhance Digital CX Management and Optimization
The Hybrid Enterprise is Alive and Well – and Here to Stay
Companies and organizations today drive digital transformation through the creation of innovative Systems of Engagement (SoE) to achieve the following:
- Increase in satisfied customers.
- Increase in expansion and net/new business.
- Continuous innovation.
- Reduction of operating expenses.
Most of these SoEs are built to meet key customer demands and are aligned to specific behavioral contexts over a defined engagement timeline (i.e. customers discover, explore, buy, use, ask and engage in the digital realm).
Many Line of Business and IT executives approach SoE according to priority:
- SaaS: “We need to move quickly.”
- PaaS: If Saas doesn’t work then, “We will design and develop ourselves.”
- IaaS: If PaaS isn’t an option, “We will establish the app/Dev Ops environment to get the job done.”
- Insource: If IaaS is not available, “We will insource and build from the ground up.”
But there’s a catch: customers don’t care about SoEs, SaaS, PaaS and IaaS! What they care about is getting the information, product, service they need – right now.
This makes the creation of innovative SoEs not a technology decision, but a business decision.
In today’s connected and hybrid world, if the customer experience is less than expected and the options in the market place are greater than one, the company loses and the competitors win.
Making Sense of it All
According to a Forrester Research, less than a third of organizations have a coherent digital strategy. There is a substantial amount of critical customer experience telemetry in-play when a customer is using apps or websites.
The more diverse tools and products a company uses — to capture this telemetry across servers, networks, storage, infrastructure, web services, databases and ultimately the applications themselves — the more the critical data points can’t be separated from the not so critical ones, which results in delayed response time.
How to declutter? Believe it or not, the solution is in talking the issues out with professionals. And the good news is there are companies that offer that kind of a conversation with no strings attached. Riverbed is one such company. It offers what’s called a Performance Management Workshop, which has an assessment, and a structured approach in driving the right conversation, based on numerous customer engagements over the years.