Forrester noted in its annual Customer Experience (CX) Index, a survey of 120,000 adults and 314 brands, that across the board, CX scores were either stagnant or in decline in 2017. What’s more troubling for many is the quickly closing gap between the laggards and the leaders.
One of the primary culprits is the backend bottleneck that many enterprises are facing.
From data maturity to cloud acceleration and from DevOps adoption to Enterprise API enablement, we believe the most meaningful advancements in great CX will actually stem from some of the traditionally unsexy backend improvements that will be made in the coming years.
For all of the talk of eliminating monolithic enterprise IT systems, many of these legacy cores have remained largely intact and so too their challenges: releases that require all-hands-on-deck orchestration, manual processes, and even the smallest changes that require system-wide redeployment.
Should anything go wrong, an army of highly trained technologists (aka, a band of zombie firefighters) is called on to save the fragile legacy system, in the process putting aside higher-value activities,
working around the clock, and all but ensuring burnout and turnover. For all of these reasons and more, the enterprise quarterly release cadence is the prevailing norm.
The good news is that there is a better way, and it goes by the name of DevOps. From Liberty Mutual to Comcast, many are realizing the benefits of this approach, including eliminating the need to rely heavily on specialized superheroes, breaking down IT fiefdoms, and reducing the mandatory tours of duty for zombie firefighters.
Virtually every large organization today is awash in data, but not the idyllic big datasets that were poised to change everything only a few years ago. In many cases, invalid, inconsistent, or incomplete data are wreaking havoc on apps and experiences across the organization.
To deliver on short-term goals, data band-aids are far too often applied in an effort to stitch together a complete data story for an individual digital experience.
In 2018, many organizations will be trading in the data duct-tape approach in favor of meaningful progress toward a holistic single-source-of-truth data set. They’ll be working to pioneer truly customer-centric experiences like “One-field-one-time,” the idea a customer/buyer can provide a key piece of data once to a brand, and continuity will ensue across sub-brands, channels
Headlines have long proclaimed that the proliferation of worldwide API adoption would directly lead to not only new revenue models for the enterprise but also launch the so-called, “API economy.” While we’ve witnessed many individual bright spots to-date, the movement has not yet taken off as foretold.
This changes in 2018; a year in which API enablement becomes a priority for the CIO.
While the vast majority of CIO’s and CTO’s across Fortune 1000 organizations have taken a test-and-learn approach to building their API foundations, several such as BBVA correctly saw the writing on the wall, went all-in and are now reaping the rewards.
BBVA’s API marketplace has more than 1500 registered businesses and developers and we expect to see that adoption and consumption soar in the coming year.
For many brands, improved CX was conflated with improved UX over the last few years, but there’s a good chance it was successful and no doubt a whole lot easier.
Unfortunately, the jig is