Behind every successful business is an intricate blend of technologies and people, whether that’s a talented team of internal developers building exceptional business services or your trusted suppliers and partners who underpin critical services.
Every service, solution and digital offering feeds into a wider ecosystem that all businesses rely on.
Your small plot within this universe is your digital world, and it’s yours to protect, cultivate and grow.
Every element must be frictionless to deliver a thriving business, however harmonising so many moving parts isn’t always straightforward, nor is pinpointing inconsistent experiences.
Friction in the digital world builds up too, much like an impending seismic event. This is why an insightful metric is needed, one that provides executives with an early indicator of negative human experiences.
The stakes are undeniably high - who wants to work for, with or buy from a tarnished brand?
Human Experience Management lets you assess how your digital world is functioning and what projects need initiating promptly when it doesn’t.
Rather than focusing solely on one component or trying to gain strategic clarity by interpreting disjointed reports, human experience provides a clear understanding of your digital world as a whole and how it functions for your people and customers.
For example, a customer may be experiencing issues processing an order online, not because of the website but because of a third-party cloud payment system. This could erode the trust you’ve worked so hard to build.
This example company might lack insight into its suppliers’ ecosystems, meaning they hit a brick wall when trying to tackle the problem because of the limited information they have access to and the fact business management isn’t speaking the same language as technical management.
By building a fluid, consistent digital world, you can delight customers with exceptional experiences and your own teams become more productive.
Effective human experience analysis manifests as a significant competitive advantage and becomes a linchpin of your business – if you can manage the human experience, you can manage the disparate elements of the digital world and create services that customers love.