Skip to main content

Brands Need a 360 Degree View of Their Digital Services IT Stack - or Risk Losing Customers

Gregg Ostrowski
AppDynamics

The past 18 months have had a significant impact on consumer habits and how businesses respond to new demands. Everyday tasks such as banking, grocery shopping and working had to be done online, and if business leaders had not invested in a digital strategy before the pandemic hit, they immediately fell behind.

In the 2021 AppDynamics App Attention Index, 85% of consumers said digital services and applications have become a critical part of their daily lives — 73% said they will continue to rely on these applications, even as life returns to normal. With this in mind, it is becoming more challenging and almost impossible for business leaders to avoid investing in their digital approach any longer.

Consumers have also become accustomed to what type of experiences they can expect from an application, with reliability and consistent performance being two of the biggest demands. If these expectations from consumers are not met, they look elsewhere for a service that will provide a stellar experience, leading to a loss in customers. Poor performance is no longer an option, and as the report revealed, consumers believe it's the business' responsibility to ensure everything performs seamlessly.

These are some of the challenges and best practices business leaders should be aware of as the pandemic eases and consumer's expectations are permanently heightened.

Brand Loyalty Is Rewarding, but Without Maintenance, You Might Lose It

In the beginning of the pandemic, the heightened reliance on digital services was new for both business leaders and everyday consumers. While most consumers were familiar with common tasks — such as shopping or checking a bank account online — others, such as working remotely, exercising or having a telemedicine appointment were newer.

With such a strong reliance on these applications during the pandemic, consumers have had the time to find what digital experiences work best for them and have remained loyal to the ones that have continued to deliver reliable and consistent service.

Two-thirds of consumers said they feel more loyal to the brands that went above and beyond with the quality and convenience of their digital services during the pandemic

In fact, over two-thirds of consumers said they feel more loyal to the brands that went above and beyond with the quality and convenience of their digital services during the pandemic.

The pandemic altered consumer expectations of digital services forever. Having consumers who are loyal to your business is great, but it's important to not lose sight of why they selected your service and what experience they expect from it.

While it may take longer for a loyal consumer to drop your service if there's poor performance, it's not impossible. In fact, more than half of consumers shared that brands now only have one shot to deliver positive digital experiences before they switch to another provider.

New functionality, increased users and additional demands on applications have led to rising complexity in IT departments. And, business leaders lean on their technologists to help understand what is needed to keep their digital offerings running smoothly.

In order to prioritize application fixes based on end-user impact, tools, like taking a full-stack observability approach, can enable the leaders and technologists to see across the full stack to flag an issue as well as what is working smoothly in real time to avoid poor performance for consumers.

Businesses Are Responsible for the Digital Services That Drive Our Everyday Lives

With consumers ultimately benefiting from an increase in choices, improvements and quality of digital experiences, they are unwilling to give second chances and simply won't tolerate or stick around for poor performing applications.

55% of consumers believe digital services helped them get through the challenges brought on by the pandemic. Additionally, consumers shared that without access to any digital services, they would be bored, lonely or even stressed.

Keeping up your application's performance not only retains and grows your user base, but it also plays a larger role in helping individuals maintain their mental and physical health, finances and government accounts. As a business leader, you are responsible for the experience your digital services offer and identifying what your IT team needs in order to deliver a seamless service.

Going forward, business leaders should continue to strive to deliver a "total application experience," which is reliable, high-performing, simple, secure and helpful to use. Continuing to invest in digital services is crucial to a business' success. By looking at the technology you're using and how it impacts everything from performance to earnings, you can help your business stay ahead. Fail, and previously loyal customers will walk away forever.

Gregg Ostrowski is CTO Advisor at Cisco AppDynamics

The Latest

As businesses increasingly rely on high-performance applications to deliver seamless user experiences, the demand for fast, reliable, and scalable data storage systems has never been greater. Redis — an open-source, in-memory data structure store — has emerged as a popular choice for use cases ranging from caching to real-time analytics. But with great performance comes the need for vigilant monitoring ...

Kubernetes was not initially designed with AI's vast resource variability in mind, and the rapid rise of AI has exposed Kubernetes limitations, particularly when it comes to cost and resource efficiency. Indeed, AI workloads differ from traditional applications in that they require a staggering amount and variety of compute resources, and their consumption is far less consistent than traditional workloads ... Considering the speed of AI innovation, teams cannot afford to be bogged down by these constant infrastructure concerns. A solution is needed ...

AI is the catalyst for significant investment in data teams as enterprises require higher-quality data to power their AI applications, according to the State of Analytics Engineering Report from dbt Labs ...

Misaligned architecture can lead to business consequences, with 93% of respondents reporting negative outcomes such as service disruptions, high operational costs and security challenges ...

A Gartner analyst recently suggested that GenAI tools could create 25% time savings for network operational teams. Where might these time savings come from? How are GenAI tools helping NetOps teams today, and what other tasks might they take on in the future as models continue improving? In general, these savings come from automating or streamlining manual NetOps tasks ...

IT and line-of-business teams are increasingly aligned in their efforts to close the data gap and drive greater collaboration to alleviate IT bottlenecks and offload growing demands on IT teams, according to The 2025 Automation Benchmark Report: Insights from IT Leaders on Enterprise Automation & the Future of AI-Driven Businesses from Jitterbit ...

A large majority (86%) of data management and AI decision makers cite protecting data privacy as a top concern, with 76% of respondents citing ROI on data privacy and AI initiatives across their organization, according to a new Harris Poll from Collibra ...

According to Gartner, Inc. the following six trends will shape the future of cloud over the next four years, ultimately resulting in new ways of working that are digital in nature and transformative in impact ...

2020 was the equivalent of a wedding with a top-shelf open bar. As businesses scrambled to adjust to remote work, digital transformation accelerated at breakneck speed. New software categories emerged overnight. Tech stacks ballooned with all sorts of SaaS apps solving ALL the problems — often with little oversight or long-term integration planning, and yes frequently a lot of duplicated functionality ... But now the music's faded. The lights are on. Everyone from the CIO to the CFO is checking the bill. Welcome to the Great SaaS Hangover ...

Regardless of OpenShift being a scalable and flexible software, it can be a pain to monitor since complete visibility into the underlying operations is not guaranteed ... To effectively monitor an OpenShift environment, IT administrators should focus on these five key elements and their associated metrics ...

Brands Need a 360 Degree View of Their Digital Services IT Stack - or Risk Losing Customers

Gregg Ostrowski
AppDynamics

The past 18 months have had a significant impact on consumer habits and how businesses respond to new demands. Everyday tasks such as banking, grocery shopping and working had to be done online, and if business leaders had not invested in a digital strategy before the pandemic hit, they immediately fell behind.

In the 2021 AppDynamics App Attention Index, 85% of consumers said digital services and applications have become a critical part of their daily lives — 73% said they will continue to rely on these applications, even as life returns to normal. With this in mind, it is becoming more challenging and almost impossible for business leaders to avoid investing in their digital approach any longer.

Consumers have also become accustomed to what type of experiences they can expect from an application, with reliability and consistent performance being two of the biggest demands. If these expectations from consumers are not met, they look elsewhere for a service that will provide a stellar experience, leading to a loss in customers. Poor performance is no longer an option, and as the report revealed, consumers believe it's the business' responsibility to ensure everything performs seamlessly.

These are some of the challenges and best practices business leaders should be aware of as the pandemic eases and consumer's expectations are permanently heightened.

Brand Loyalty Is Rewarding, but Without Maintenance, You Might Lose It

In the beginning of the pandemic, the heightened reliance on digital services was new for both business leaders and everyday consumers. While most consumers were familiar with common tasks — such as shopping or checking a bank account online — others, such as working remotely, exercising or having a telemedicine appointment were newer.

With such a strong reliance on these applications during the pandemic, consumers have had the time to find what digital experiences work best for them and have remained loyal to the ones that have continued to deliver reliable and consistent service.

Two-thirds of consumers said they feel more loyal to the brands that went above and beyond with the quality and convenience of their digital services during the pandemic

In fact, over two-thirds of consumers said they feel more loyal to the brands that went above and beyond with the quality and convenience of their digital services during the pandemic.

The pandemic altered consumer expectations of digital services forever. Having consumers who are loyal to your business is great, but it's important to not lose sight of why they selected your service and what experience they expect from it.

While it may take longer for a loyal consumer to drop your service if there's poor performance, it's not impossible. In fact, more than half of consumers shared that brands now only have one shot to deliver positive digital experiences before they switch to another provider.

New functionality, increased users and additional demands on applications have led to rising complexity in IT departments. And, business leaders lean on their technologists to help understand what is needed to keep their digital offerings running smoothly.

In order to prioritize application fixes based on end-user impact, tools, like taking a full-stack observability approach, can enable the leaders and technologists to see across the full stack to flag an issue as well as what is working smoothly in real time to avoid poor performance for consumers.

Businesses Are Responsible for the Digital Services That Drive Our Everyday Lives

With consumers ultimately benefiting from an increase in choices, improvements and quality of digital experiences, they are unwilling to give second chances and simply won't tolerate or stick around for poor performing applications.

55% of consumers believe digital services helped them get through the challenges brought on by the pandemic. Additionally, consumers shared that without access to any digital services, they would be bored, lonely or even stressed.

Keeping up your application's performance not only retains and grows your user base, but it also plays a larger role in helping individuals maintain their mental and physical health, finances and government accounts. As a business leader, you are responsible for the experience your digital services offer and identifying what your IT team needs in order to deliver a seamless service.

Going forward, business leaders should continue to strive to deliver a "total application experience," which is reliable, high-performing, simple, secure and helpful to use. Continuing to invest in digital services is crucial to a business' success. By looking at the technology you're using and how it impacts everything from performance to earnings, you can help your business stay ahead. Fail, and previously loyal customers will walk away forever.

Gregg Ostrowski is CTO Advisor at Cisco AppDynamics

The Latest

As businesses increasingly rely on high-performance applications to deliver seamless user experiences, the demand for fast, reliable, and scalable data storage systems has never been greater. Redis — an open-source, in-memory data structure store — has emerged as a popular choice for use cases ranging from caching to real-time analytics. But with great performance comes the need for vigilant monitoring ...

Kubernetes was not initially designed with AI's vast resource variability in mind, and the rapid rise of AI has exposed Kubernetes limitations, particularly when it comes to cost and resource efficiency. Indeed, AI workloads differ from traditional applications in that they require a staggering amount and variety of compute resources, and their consumption is far less consistent than traditional workloads ... Considering the speed of AI innovation, teams cannot afford to be bogged down by these constant infrastructure concerns. A solution is needed ...

AI is the catalyst for significant investment in data teams as enterprises require higher-quality data to power their AI applications, according to the State of Analytics Engineering Report from dbt Labs ...

Misaligned architecture can lead to business consequences, with 93% of respondents reporting negative outcomes such as service disruptions, high operational costs and security challenges ...

A Gartner analyst recently suggested that GenAI tools could create 25% time savings for network operational teams. Where might these time savings come from? How are GenAI tools helping NetOps teams today, and what other tasks might they take on in the future as models continue improving? In general, these savings come from automating or streamlining manual NetOps tasks ...

IT and line-of-business teams are increasingly aligned in their efforts to close the data gap and drive greater collaboration to alleviate IT bottlenecks and offload growing demands on IT teams, according to The 2025 Automation Benchmark Report: Insights from IT Leaders on Enterprise Automation & the Future of AI-Driven Businesses from Jitterbit ...

A large majority (86%) of data management and AI decision makers cite protecting data privacy as a top concern, with 76% of respondents citing ROI on data privacy and AI initiatives across their organization, according to a new Harris Poll from Collibra ...

According to Gartner, Inc. the following six trends will shape the future of cloud over the next four years, ultimately resulting in new ways of working that are digital in nature and transformative in impact ...

2020 was the equivalent of a wedding with a top-shelf open bar. As businesses scrambled to adjust to remote work, digital transformation accelerated at breakneck speed. New software categories emerged overnight. Tech stacks ballooned with all sorts of SaaS apps solving ALL the problems — often with little oversight or long-term integration planning, and yes frequently a lot of duplicated functionality ... But now the music's faded. The lights are on. Everyone from the CIO to the CFO is checking the bill. Welcome to the Great SaaS Hangover ...

Regardless of OpenShift being a scalable and flexible software, it can be a pain to monitor since complete visibility into the underlying operations is not guaranteed ... To effectively monitor an OpenShift environment, IT administrators should focus on these five key elements and their associated metrics ...