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Closing the Customer Experience Gap with Continuous Automation

For many enterprises, the unsustainable pace of development required to capture new customers has resulted in a customer experience gap that sacrifices process, quality and resilience. As we pursue the next opportunity, be warned: automate or else.

There’s an opportunity for technology practitioners to take a giant leap forward and realize a higher level of customer delight through automation, collaboration and constant learning. We refer to this as adaptive incident management, which we believe is necessary for enterprises to achieve the velocity and resilience that ensures an excellent customer experience.

xMatters exists because the world is an imperfect place filled with disasters, incidents, defects, and technology issues. Our mission is to help enterprises solve technology problems before they become business problems. In other words, we keep your digital experience available and awesome.

Read the entire xMatters vision statement on adaptive incident management.

The only metric that really matters is whether the customer experience is so good, they would tell a friend about it (e.g., net promoter score) – all other metrics are early indicators.

Even in the midst of a pandemic and an economic recession, it’s possible to democratize digital services and by doing so provide broader access to a better quality of life. This is attainable through a wider choice of more accessible and innovative products.

A recent xMatters research study found that despite IT and developer confidence in their ability to support today’s digital services, there is a material rise in application performance issues reported by more than half of consumers. This means that organizations are challenged with the expectation not only to continue to build and innovate new services, but also to regularly address degradations, issues and incidents. To stay relevant, technology organizations must evolve the traditional approach to address issues.

Adaptive incident management will eliminate toil in the continuous software development cycle, enabling better customer experiences at lower cost with less friction. It is the foundation for reliable digital service availability.

The requisite solution to meet the demand for reliability and innovation is a commitment to continuous automation. Automation efforts should be applied in areas of the software development cycle where friction in the process impedes an engineer from completing a task and ensuring an uninterrupted customer experience.

xMatters is focused on several initiatives to help our enterprise customers, including:

  • Bringing SRE practices to the enterprise at scale with thousands of teams reusing the same automations to solve issues and analytics and postmortems to identify new opportunities for incident prevention and automation
  • Applying automation to the software development cycle to reduce points of friction in development, quality, security, code integration, deployment and production issues
  • Innovating to deliver simple-to-use incident response automation to restore services before customers experience a degradation or interruption of service

While all of these investments are foundational, an additional challenge remains. Incident management practices today are slow, process-laden and mired in toil.

Development teams often use different practices, processes, and systems from the operations center, help desk, and IT teams, which leads to confusion, blame, and most importantly longer customer impact times than the market will accept.

How we deal with interruptions must change if we hope to develop and deploy reliable services faster.

Read the entire xMatters vision statement on adaptive incident management.