How to Measure Better to Improve the Customer Experience
Digital transformation requires rethinking how, why, and what is measured. The traditional IT focus on operational metrics and infrastructure efficiency won’t scale to meet the demands of an experience-centric approach focused on rapid business evolution.
Just as with other areas, digital transformation requires metrics and analysis to be integrated into the entire software process from design to delivery. All the disciplines involved in the process of delivering digital experiences will have a stake in measurement and analysis as part of the critical feedback loop needed for continuous improvement.
In this excerpt from CA CTO Otto Berkes’ book Digitally Remastered, you’ll learn the importance of metrics and how to get insights to power your digital transformation efforts and improve the customer experience.