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Breaking the Barriers to a Digital Transformation

Aaron Rudger

With more consumers on mobile devices and connected across social channels, customers have become more empowered and in control of their relationships with brands. For many companies, the only way to grow their revenue is to become customer-obsessed. By examining their current business approach and transforming their strategy to digital, organizations have the opportunity to better align customer experiences to their initiatives that drive the top line.

While shaping a digital strategy around customer metrics is a top focus for organizations, its execution requires both business and IT teams to collaborate and consistently deliver experiences using the underlying technology performance. IT failures due to infrastructure, third party services or the customer’s environment are common sources of reduced engagement and business disruptions.

A recently study by Forrester Consulting — Mind the Gap: A Study of Digital Strategy and Alignment Between Business and IT — found that 78 percent of respondents in the line of business do not believe their organizations have the performance capabilities needed to inform a digital strategy now or in the foreseeable future.

Performance is Often the Weak Link in the Delivery Chain

Over the past 12 months, 41% of companies surveyed experienced performance issues with their websites, mobile apps or other digital assets. An alarming 4 percent of companies did not know if they had performance issues. With much riding on digital initiatives and the customer experience, performance monitoring and analytics are vital to ensuring a seamless delivery.

The study also found that:

■ Loss of worker productivity (47 percent), loss of revenue (43 percent) and loss of customer loyalty (37 percent) were recognized as the most common consequences of website or mobile app performance issues.

■ Infrastructure or network-related failures (54 percent) were ranked as the most significant contributor to performance issues experienced in the last 12 months.

Performance Issues Are Caused by Both Internal and External Factors

Customer metrics and performance have a symbiotic relationship – without responsiveness or proper performance benchmarking, abandonment rates may increase and repeat visitors decrease.

Knowing the points of control across digital channels, which can be caused internal as well as external variables, can help organizations effectively manage the customers’ digital experience. Issues may arise internally from the company’s infrastructure, network or application, or it can arise from outside of IT’s control that are specific to the user environment. Third-party content and managed service providers also create more room for variables to contribute to sub-optimal performance.

Shared Goals and Metrics are Critical

Even if decision-makers of digital transformation are sitting in different parts of the organization, everyone should be looking at the same health indicators. The findings from the Forrester study reveal that IT has a better view over three key digital metrics in relation to their business counterparts: new user growth, responsiveness, and repeat visitors (retention). With access to these technical metrics, IT needs to help their business counterparts guide the digital strategy. Just because the lines of business owners may not be ‘technically’ inclined doesn’t mean that they shouldn’t have a vested interest in monitoring the performance of digital channels. A drop in performance, after all, can have a direct effect on customer metrics.

The transformation to digital can help inform a company’s strategy. It will require more than just new titles like Chief Digital Officer having a seat at the table. Cultivating an understanding between customers, business and IT, as well as the capabilities and functions they enable is a start to understand where to prioritize your attention and resources in the transformation. Running an agile business to meet the needs of customers and expanding your competitive advantage that retains their attention requires a new model

Aaron Rudger is Director of Product Marketing at Keynote.

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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 ...

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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 ...

Breaking the Barriers to a Digital Transformation

Aaron Rudger

With more consumers on mobile devices and connected across social channels, customers have become more empowered and in control of their relationships with brands. For many companies, the only way to grow their revenue is to become customer-obsessed. By examining their current business approach and transforming their strategy to digital, organizations have the opportunity to better align customer experiences to their initiatives that drive the top line.

While shaping a digital strategy around customer metrics is a top focus for organizations, its execution requires both business and IT teams to collaborate and consistently deliver experiences using the underlying technology performance. IT failures due to infrastructure, third party services or the customer’s environment are common sources of reduced engagement and business disruptions.

A recently study by Forrester Consulting — Mind the Gap: A Study of Digital Strategy and Alignment Between Business and IT — found that 78 percent of respondents in the line of business do not believe their organizations have the performance capabilities needed to inform a digital strategy now or in the foreseeable future.

Performance is Often the Weak Link in the Delivery Chain

Over the past 12 months, 41% of companies surveyed experienced performance issues with their websites, mobile apps or other digital assets. An alarming 4 percent of companies did not know if they had performance issues. With much riding on digital initiatives and the customer experience, performance monitoring and analytics are vital to ensuring a seamless delivery.

The study also found that:

■ Loss of worker productivity (47 percent), loss of revenue (43 percent) and loss of customer loyalty (37 percent) were recognized as the most common consequences of website or mobile app performance issues.

■ Infrastructure or network-related failures (54 percent) were ranked as the most significant contributor to performance issues experienced in the last 12 months.

Performance Issues Are Caused by Both Internal and External Factors

Customer metrics and performance have a symbiotic relationship – without responsiveness or proper performance benchmarking, abandonment rates may increase and repeat visitors decrease.

Knowing the points of control across digital channels, which can be caused internal as well as external variables, can help organizations effectively manage the customers’ digital experience. Issues may arise internally from the company’s infrastructure, network or application, or it can arise from outside of IT’s control that are specific to the user environment. Third-party content and managed service providers also create more room for variables to contribute to sub-optimal performance.

Shared Goals and Metrics are Critical

Even if decision-makers of digital transformation are sitting in different parts of the organization, everyone should be looking at the same health indicators. The findings from the Forrester study reveal that IT has a better view over three key digital metrics in relation to their business counterparts: new user growth, responsiveness, and repeat visitors (retention). With access to these technical metrics, IT needs to help their business counterparts guide the digital strategy. Just because the lines of business owners may not be ‘technically’ inclined doesn’t mean that they shouldn’t have a vested interest in monitoring the performance of digital channels. A drop in performance, after all, can have a direct effect on customer metrics.

The transformation to digital can help inform a company’s strategy. It will require more than just new titles like Chief Digital Officer having a seat at the table. Cultivating an understanding between customers, business and IT, as well as the capabilities and functions they enable is a start to understand where to prioritize your attention and resources in the transformation. Running an agile business to meet the needs of customers and expanding your competitive advantage that retains their attention requires a new model

Aaron Rudger is Director of Product Marketing at Keynote.

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 ...