The Trifecta: Customer Experience, Technology Modernization, and Data Strategy by Mark Hewitt
Are you an enterprise that recognizes the business liability inherent in the monolithic or otherwise dated enterprise software applications you have built? Does your technology represent an impediment to the needed agility and flexibility required to meet the needs of today’s business environment? Is your data usable and able to be leveraged to inform actionable intelligence about the needs of your customers?
CIOs, CTOs, and VPs of Engineering can drive the needed modernization and digital transformation with their counterparts in Marketing and the Business to ensure that their organizations remain competitive in today’s customer-driven, data, and technology-led economy.
This is the age of analytics - information resulting from the systematic computational analysis of data to identify new opportunities, improve core processes, reduce operational costs, provide the best customer experience, remain competitive, and thrive in an increasingly challenging business environment.
Successful digital transformations enable organizations to:
Create a competitive advantage by fulfilling unmet needs and accelerating time to value,
Drive onboarding/adoption and engagement of the digital experience platform (DXP),
Deliver quality industry standard data and metrics,
Employ technology upgrades as a continuous and necessary response to industry or digital disruption, and
Reduce the lift on service teams.
Creating a corporate ethos and value system that equates the demand for superior customer experience to the requirement of future friendly technology in a business driven by data is a core challenge for organizations. The competing demands of speed, customer experience, and technical currency can be hard to navigate.
Success in digital transformation initiatives lies beyond just installing the right technology. Despite massive investments and multi-year efforts, organizations continue to struggle to derive value from these initiatives and arrive at a transformational business outcome.
It is essential to think in terms of multiple dimensions: agile processes, human experience, modular approach to application and data architecture, and the right technology architecture. Each of these areas can be bottlenecks to success.
Robust designs will be undermined by underperforming technology implementations; likewise, a perfect implementation of the wrong experience will leave the user disappointed. Inaccessible or limited data can get in the way of an excellent experience design. When all the other parts are in place, a focused agile delivery is the key to ensuring the pieces come together correctly and deliver the anticipated value.
If you are interested in learning more about how compressed digital transformation best practices can assist your company to unlock new business opportunities and become a data-driven, digital enterprise, please reach out to us via EQengineered’s Contact Us page. We look forward to understanding your digital priorities and how EQengineered may be helpful.