If you have not heard of Marie Kondo by now, you've been living under a rock. Thanks to her Netflix show, Kondo became a celebrity overnight where her decluttering philosophy struck a chord with viewers worldwide.
While tidying up is not a novel concept, tidying up with a deep-felt purpose is. According to Kondo, organizing things becomes better by going beyond merely categorizing them as important or unimportant; she advocates evaluating whether the items have an essential role to play in their owners’ lives.
That is the key to companies struggling to figure out how to best serve their consumers across a broad spectrum of digital services.
It may seem a stretch to apply a home organizing philosophy to the increasingly complicated digital landscape, but the message behind the philosophy is strong: ‘Organize things according to a clear vision.’
With this in mind, you would be surprised to hear that the number of companies whose digital monitoring strategies are stuck in the mud is high.
Digital Sprawl Snowballs into Tomorrow’s Avalanche
Until recently, many companies relied on their internal teams to source for performance monitoring tools that they felt were best placed to meet their needs. In doing so, they were faced with fragmented digital monitoring technologies that forced them to re-think their whole monitoring strategy with tool rationalization leading the way.
The consequences are numerous and extensive. For one, information overload occurred when tools provided too much information for employees to manage digital performance efficiently. Unsurprisingly, more tools also means higher costs because employees need to be trained to use them individually. In addition, many companies experienced large upfront deployment, software and hardware outages, as well as downtime costs.
Modernizing Operations, Accelerating Innovation Are Crucial
Today’s multi and hybrid-cloud environments make it harder to monitor user experience. With the rise of cloud-native technologies such as microservices and containers used to build user applications, the internet of things (IoT) and other infrastructure, it becomes more challenging to monitor digital performance with legacy tools. Staying loyal to old tools creates a roadblock for a company, especially when it has plans to scale and modernize its IT operations.
Be on the Side of the Modern Customer
To deliver outstanding customer service, companies must be prepared to do whatever it takes to address this. In Singapore, some organizations such as banks have already expanded their customer touchpoints to include new forms of engagement in both the traditional and digital space.
To do this, organizational teams should use insights and predictive analyses that only the latest technologies can provide. Besides, technology teams need to understand the impact that backend system performance has on the end user and should proactively work with digital teams to further transform user experiences. It is difficult, for example, for customer experience professionals to develop new effective digital customer advocacy programs or for communications professionals to strategize and plan without the insights and analysis of customer behavior.
Being on the side of the modern customer isn’t just about transforming customer experiences. Even managing digital performance can be tricky with legacy strategies that fail to coordinate and hit organizational goals.
A survey of IT and business professionals by Dynatrace showed that performance issues happen once every five days and occupy at least 25% of business and IT professionals’ workdays. Seventy-five percent of respondents also mentioned "low levels" of confidence in their ability to resolve digital performance problems.
Such results are hardly surprising when employees are simply overwhelmed with too much information. Legacy tools tend to be unaligned with one another and are designed to flag every error they see. The moment your company's application faces a technical issue that affects multiple facets, you will receive hundreds (if not thousands) of dashboard alerts.
The case for change has also never been stronger thanks to recent developments in AI. In recent times, developers have created monitoring tools that use AI to pick out the deeper issues, rather than the countless red flags themselves. Developers also recognize the limits to the amount of work people can do every day, and have designed these modern tools to prioritize critical issues that need to be resolved.
Thus, merely rethinking monitoring strategies would help companies to cut through the noise to develop further visibility into the problems they detect. This may mean picking the right monitoring tool and ditching legacy tools, establishing simpler logical protocols, or even keeping the monitoring strategy simple. Getting it right provides your organization with more value than using multiple monitoring tools that are unaligned with one another.
Serving Customers is the Vision
The truth is that understanding online customer experiences should be a simple affair for organizations today as they move to build better digital experiences for their consumers. Keeping the customer in mind while planning digital performance management strategies should relegate the ever-enlarging tool sprawl to the dust.
Koh Eng Kiong, Regional Director for ASEAN, Japan & Korea, Dynatrace authored this article.
The views and opinions expressed in this article are those of the author and do not necessarily reflect those of HR&DigitalTrends.