Business and IT Transformation Starts with a "Frictionless" User Experience
May 23, 2016

Veronica Wolf
Aternity

Share this

Employee engagement, according to the latest Gartner Research, is a core element of the mobile and digital workspace. In other words, with the ever-changing business landscape, employees are more willing and able to evolve in their roles and lean into change if they are empowered with a positive, "frictionless" end user experience. During this period of business transformation, technology is seen primarily as an enabler for improved business and business change, therefore aligning IT with business goals and focusing on supporting business initiatives is now more critical than ever. But business transformation involves not only disruptive technologies such as cloud, virtualization and mobile, but also the people involved in the transformation, a.k.a. change management.

Your workforce, not the technology — according to Eric Klein, Director, Enterprise Mobility at VDC Research — is the most difficult element to any IT transformation initiative. In fact, based on a recent Forbes Survey conducted on behalf of Gartner, 45% of IT projects fail due to ineffective organizational change management.

Aternity's 2016 Business Transformation and User Experience Trends Survey sheds some light on how the End User Experience impacts the success of these critical enterprise initiatives. More than 200 IT executives weighed in on some of the key drivers and challenges they face as they shift from a technology-focused role to a more business-focused role.

Why Proactive End User Experience Management is Key to Business Transformation

Knowing just how IT transformation projects affect the End User Experience with critical LoB applications before the end users are impacted is key to a successful initiative. Despite the billion dollar a year market for System Management tools, analysts like Gartner and Forrester estimate that 70-80% of problems impacting the end users are never detected by IT. In fact, it's a rare occurrence if your users escalate the problem. So what about the majority of users who suffer in silence and don't complain to you? That's when the so-called "IT visibility gap" can become really painful.

What's more, it is estimated that when addressing an end user's complaint, between 80-90% of the effort is troubleshooting. In other words, IT is spending the vast majority of its support cycles on the back of their heels, reacting to an issue instead of preventing one. At the pace of transformational change, it's no longer enough for IT organizations to react to operational issues based on isolated incidents or gut instinct, as it can cost them and the businesses they serve far more than a few days of lost productivity.


With this need to bridge the visibility gap that exists now between the end user perception of performance received and IT's measurement of the performance delivered with traditional IT monitoring, it's not surprising nearly half of the survey respondents either selected "End User Experience Monitoring" (29%) or "Improving Workforce Productivity" (20%) as a capability they would like to have or improve in their monitoring toolset.

How a "Frictionless" End User Experience Translates to a Better Customer Experience

To deliver excellent customer service, you need to identify and resolve problems quickly.

No matter what industry you're in, if you do not have the insight into how long it takes your tech-dependent workforce to perform simple business transactions and activities as they interface with customers on the frontlines (POS, EHR, CRM, etc.), you cannot as effectively improve the customer experience.


So what does customer experience really mean, and how does this correlate with End User (workforce) Experience? Some of the best minds on this topic such as Esteban Kolsky, CEO of thinkJar believe that this translates to moving away from a focus on company-centric behavior to more of a customer-centric model, where the focus is on ongoing monitoring and correlation of the complexities and nuances of outside-in interactions with customers.

CIO Insight goes as far as to suggest CIOs and other business and IT leaders should re-examine just about everything relating to the customer experience. Omni-channel strategies enable your customers to do business with you as they wish, seamlessly via mobile, web, or in person. A similar seamless, client-centric approach with the tech-dependent workforce is needed in order to improve customer satisfaction and service.

To underline this point, the survey found "Customer Experience/Customer Intimacy" as the top initiative driving the need for improved visibility within organizations; outpacing by a factor of two (34%), major transformation initiatives including virtualization, cloud, mobile, GRC, and process automation (each at 15%).

The Bottom Line

If IT leadership is to be recognized as a strategic, business transformation "enabler" they need to be empowered with the tools to truly understand the internal and external customer experience.

This translates to having the visibility and actionable insights into how technologies impact your workforce, which in turn demonstrate the business value of IT initiatives and their effect on the ultimate customer.

Whether the budgeted transformational initiative is categorized under Improving Customer Satisfaction/Intimacy, or other initiatives such as GRC, Mobile/Cloud/VDI, Process Automation/Optimization, Agile/DevOps, or M&A/Change Management, managing enterprise change with visibility into how the initiative directly affects the end user is the first step to overcoming these barriers to success.

Veronica Wolf is Director of Content Marketing for Aternity.

Share this

The Latest

November 12, 2024

If you were lucky, you found out about the massive CrowdStrike/Microsoft outage last July by reading about it over coffee. Those less fortunate were awoken hours earlier by frantic calls from work ... Whether you were directly affected or not, there's an important lesson: all organizations should be conducting in-depth reviews of testing and change management ...

November 08, 2024

In MEAN TIME TO INSIGHT Episode 11, Shamus McGillicuddy, VP of Research, Network Infrastructure and Operations, at EMA discusses Secure Access Service Edge (SASE) ...

November 07, 2024

On average, only 48% of digital initiatives enterprise-wide meet or exceed their business outcome targets according to Gartner's annual global survey of CIOs and technology executives ...

November 06, 2024

Artificial intelligence (AI) is rapidly reshaping industries around the world. From optimizing business processes to unlocking new levels of innovation, AI is a critical driver of success for modern enterprises. As a result, business leaders — from DevOps engineers to CTOs — are under pressure to incorporate AI into their workflows to stay competitive. But the question isn't whether AI should be adopted — it's how ...

November 05, 2024

The mobile app industry continues to grow in size, complexity, and competition. Also not slowing down? Consumer expectations are rising exponentially along with the use of mobile apps. To meet these expectations, mobile teams need to take a comprehensive, holistic approach to their app experience ...

November 04, 2024

Users have become digital hoarders, saving everything they handle, including outdated reports, duplicate files and irrelevant documents that make it difficult to find critical information, slowing down systems and productivity. In digital terms, they have simply shoved the mess off their desks and into the virtual storage bins ...

November 01, 2024

Today we could be witnessing the dawn of a new age in software development, transformed by Artificial Intelligence (AI). But is AI a gateway or a precipice? Is AI in software development transformative, just the latest helpful tool, or a bunch of hype? To help with this assessment, DEVOPSdigest invited experts across the industry to comment on how AI can support the SDLC. In this epic multi-part series to be posted over the next several weeks, DEVOPSdigest will explore the advantages and disadvantages; the current state of maturity and adoption; and how AI will impact the processes, the developers, and the future of software development ...

October 31, 2024

Half of all employees are using Shadow AI (i.e. non-company issued AI tools), according to a new report by Software AG ...

October 30, 2024

On their digital transformation journey, companies are migrating more workloads to the cloud, which can incur higher costs during the process due to the higher volume of cloud resources needed ... Here are four critical components of a cloud governance framework that can help keep cloud costs under control ...

October 29, 2024

Operational resilience is an organization's ability to predict, respond to, and prevent unplanned work to drive reliable customer experiences and protect revenue. This doesn't just apply to downtime; it also covers service degradation due to latency or other factors. But make no mistake — when things go sideways, the bottom line and the customer are impacted ...