Improving Digital Experience - Most Businesses Don't Know Where to Start
September 06, 2016

Pete Goldin
APMdigest

Share this

Business leaders looking to improve the quality of their customers’ digital experience agree they do not know where to start, according to research published by Actual Experience.

Four out of five C-level executives know that digital experience quality is critical to business success, but more than half (55%) do not know how to identify the issues that affect quality.

It’s vital that business leaders embrace the next phase of the digital transformation if they’re going to succeed. The research shows that business leaders both in North America, UK and Ireland appreciate the value of consistent digital experience quality (89% agree it’s crucial to company success over the next two years). However, they claim their biggest barriers to improving digital experience quality are identifying the specific quality issues that need improving (49%), cost (43%) and knowing where to start to develop a strategy for improvement (34%).

In a world of constant digital transformation, customers and employees have come to demand consistent quality of digital products and services, and failure to meet this expectation results in customer churn, reduced employee productivity and lost revenue. If businesses are going to meet this demand they need to refocus their investments.The research found that the more digitally-savvy business leaders are already doing so, with 57% refocusing investments and resources on data and analytics and 51% investing in quality of digital experience.

According to Actual Experience CEO Dave Page, “With the proliferation of digital products and services, digital experience quality is more critical than ever to overall business success. Leaders understand there is a significant business impact and are focused on improving their digital quality, but despite their digital maturity, they just don’t know how.”

“But for the first time new technology is allowing organizations to see everything that impacts digital experience quality,” continues Page. “By understanding the experience of the end user, be it a customer or an employee, businesses are able to focus their resources on achieving consistent quality and improving business performance.”

Methodology: This survey was conducted by Morar on behalf of Actual Experience. It was completed in March 2016. The 403 respondents are all at Director level or above, with 150 respondents being C-suite. They all work for companies with more than 500 employees and are based in the United States and Canada (200), Republic of Ireland and the United Kingdom (203).


Share this

The Latest

September 19, 2019

You must dive into various aspects or themes of services so that you can gauge authentic user experience. There are usually five main themes that the customer thinks of when experiencing a service ...

September 18, 2019

Service desks teams use internally focused performance-based metrics more than many might think. These metrics are essential and remain relevant, but they do not provide any insight into the user experience. To gain actual insight into user satisfaction, you need to change your metrics. The question becomes: How do I efficiently change my metrics? Then, how do you best go about it? ...

September 17, 2019

The skills gap is a very real issue impacting today's IT professionals. In preparation for IT Pro Day 2019, celebrated on September 17, 2019, SolarWinds explored this skills gap by surveying technology professionals around the world to understand their needs and how organizations are addressing these needs ...

September 16, 2019

Top performing organizations (TPOs) in managing IT Operations are experiencing significant operational and business benefits such as 5.9x shorter average Mean Time to Resolution (MTTR) per incident as compared to all other organizations, according to a new market study from Digital Enterprise Journal ...

September 12, 2019

Multichannel marketers report that mobile-friendly websites have emerged as a dominant engagement channel for their brands, according to Gartner. However, Gartner research has found that too many organizations build their mobile websites without accurate knowledge about, or regard for, their customer's mobile preferences ...

September 11, 2019

Do you get excited when you discover a new service from one of the top three public clouds or a new public cloud provider? I do. But every time you feel excited about new cloud offerings, you should also feel a twinge of fear. Because in the tech world, each time we introduce something new we also add a new point of failure for our application and potentially a service we are stuck with. This is why thinking about the long-tail cloud for your organization is important ...

September 10, 2019

A solid start to migration can be approached three ways — all of which are ladder up to adopting a Software Intelligence strategy ...

September 09, 2019

Many aren't doing the due diligence needed to properly assess and facilitate a move of applications to the cloud. This is according to the recent 2019 Cloud Migration Report which revealed half of IT leaders at banks, insurance and telecommunications companies do not conduct adequate risk assessments prior to moving apps over to the cloud. Essentially, they are going in blind and expecting everything to turn out ok. Spoiler alert: It doesn't ...

September 05, 2019

Research conducted by Aite Group uncovered more than 80 global eCommerce sites that were actively being compromised by Magecart groups, according to a new report, In Plain Sight II: On the Trail of Magecart ...

September 04, 2019

In this blog, I'd like to expand beyond the TAP and look at the role Packet Brokers play in an organization's visibility architecture. Here are 5 common mistakes that are made when deploying Packet Brokers, and how to avoid them ...