Essential Tools to Support Digital Transformation of the Customer Experience

Posted on July 17, 2018

analysis-1841158_640Providing an integrated digital customer experience requires a fundamental shift in how you do business.

In today’s corporate world is there any phrase more anxiety-inducing and confusing than “digital transformation”? Given the evolution of today’s buyers and the high stakes involved - probably not. New technologies and enhanced business models are altering entire business sectors and raising the expectations of customers. Corporate leaders understand the importance, but many are struggling with how to transform the customer experience.

Digital transformations integrate digital technology into an organization’s operations, strategy, and customer experience. As part of this evolution, digital leaders examine each customer touchpoint, explore how technology could enhance these interactions, and weave them into a holistic system that creates better customer experiences. The process aims to create competitive advantages and accelerate growth.

With these goals in mind, where should you start? In this post, we consider 3 essential tools necessary to support digital transformation of the customer experience.

Digital Experience Monitoring and Management

Digital transformation is being driven in no small part by the massive influx of applications designed to offer new services, align the customer experience, and encourage better partner relationships. It is essential to ensure that new tools lead to the desired outcomes.

As you identify which digital experience tools would be most useful for customer communication, it is also essential that you put in place systems that can monitor every aspect of the digital business service performance. These systems measure critical quality touchpoints and correlate them in real-time to all components of digital business services.

Application Performance Management (APM)

You might struggle to meet the customer experience expectations as technology finds its way from corporate use to personal devices and home appliances. Businesses that get the digital customer experience right will grow and thrive, while late adopters face an uncertain future. However, getting it “right” is not easy.

Application teams need to orchestrate millions of lines of code across highly distributed, multi-cloud environments and manage relentless code releases that introduce constant change. Customer demands of perfect digital experiences only add to the complexity. APM tools simplify digital performance management, silence the noise, and surface insights creating real-time actionable answers on how application performance is driving customer experience and business outcomes.

End User Experience Management

Digital transformation is more than making applications available on mobile devices or via the cloud or incorporating AI into communication mediums. It requires an active and continuous process for empowering employees and increasing operational excellence.

User experience management software provides you with data on exactly which applications, processes, and workflows your employees most widely adopt so that you can prioritize integration accordingly. This information provides a roadmap that focuses on technology as well as usability and workforce efficiency. As a result, you can better measure your ROI.

Check out Your Digital Transformation Roadmap infographic to learn more about getting started with digital transformation.

Download the Digital Transformation Roadmap

This entry was posted in customer experience, technology, today's customers, customer engagement, digital transformation

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