CX as the new corporate battleground
To thrive in the experience economy, DigitalOps is essential. It's people, process, and technology intelligently orchestrated to deliver outstanding CX at scale. Digital operations can provide a sustainable basis for continuous optimization and transformation.
For example, let's look at Netflix. Originally a mail-order DVD provider, CEO Reed Hastings has digitally transformed his business to build a streaming service with over 158M subscribers. With the vision of becoming the best global entertainment distribution service, Netflix has DigitalOps as a core competency.
Companies striving to win in today's marketplace recognize that they must reimagine entire customer journeys. These are the end-to-end processes that customers interact with to get the product or service they need, when and how they need it. And in order to scale, digital business operations must become real-time operations.
Therefore, agility is key. Harvard Business Review describes how agile processes almost always result in higher team productivity and morale, faster time to market, better quality, and lower risk than traditional approaches. And according to analyst firm HfS Research,"Creating an engaging customer experience is more readily achieved by embedding increasingly sophisticated digital and cognitive technologies into the very fiber of an organization's processes, from its front office right through to its back office."
Successful companies are exceptionally agile, leveraging the power of real-time data to predict customers' needs faster than competitors can. Digital operations enables them to not only spot predictions but, more importantly, to act on them.