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

October 21, 2021

Scaling DevOps and SRE practices is critical to accelerating the release of high-quality digital services. However, siloed teams, manual approaches, and increasingly complex tooling slow innovation and make teams more reactive than proactive, impeding their ability to drive value for the business, according to a new report from Dynatrace, Deep Cloud Observability and Advanced AIOps are Key to Scaling DevOps Practices ...

October 20, 2021

Over three quarters (79%) of database professionals are now using either a paid-for or in-house monitoring tool, according to a new survey from Redgate Software ...

October 19, 2021

Gartner announced the top strategic technology trends that organizations need to explore in 2022. With CEOs and Boards striving to find growth through direct digital connections with customers, CIOs' priorities must reflect the same business imperatives, which run through each of Gartner's top strategic tech trends for 2022 ...

October 18, 2021

Distributed tracing has been growing in popularity as a primary tool for investigating performance issues in microservices systems. Our recent DevOps Pulse survey shows a 38% increase year-over-year in organizations' tracing use. Furthermore, 64% of those respondents who are not yet using tracing indicated plans to adopt it in the next two years ...

October 14, 2021

Businesses are embracing artificial intelligence (AI) technologies to improve network performance and security, according to a new State of AIOps Study, conducted by ZK Research and Masergy ...

October 13, 2021

What may have appeared to be a stopgap solution in the spring of 2020 is now clearly our new workplace reality: It's impossible to walk back so many of the developments in workflow we've seen since then. The question is no longer when we'll all get back to the office, but how the companies that are lagging in their technological ability to facilitate remote work can catch up ...

October 12, 2021

The pandemic accelerated organizations' journey to the cloud to enable agile, on-demand, flexible access to resources, helping them align with a digital business's dynamic needs. We heard from many of our customers at the start of lockdown last year, saying they had to shift to a remote work environment, seemingly overnight, and this effort was heavily cloud-reliant. However, blindly forging ahead can backfire ...

October 07, 2021

SmartBear recently released the results of its 2021 State of Software Quality | Testing survey. I doubt you'll be surprised to hear that a "lack of time" was reported as the number one challenge to doing more testing, especially as release frequencies continue to increase. However, it was disheartening to see that a lack of time was also the number one response when we asked people to identify the biggest blocker to professional development ...

October 06, 2021

The role of the CIO is evolving with an increased focus on unlocking customer connections through service innovation, according to the 2021 Global CIO Survey. The study reveals the shift in the role of the CIO with the majority of CIO respondents stating innovation, operational efficiency, and customer experience as their top priorities ...

October 05, 2021

The perception of IT support has dramatically improved thanks to the successful response of service desks to the pandemic, lockdowns and working from home, according to new research from the Service Desk Institute (SDI), sponsored by Sunrise Software ...