For CA Technologies, we are integrating data into our cycle of serving customers and creating software that is more intuitive, real-time, and fact-based. None of these can be made possible without the support of technology. One example is our customer success journey. We were able to leverage data to pinpoint exactly the area where customer delight could be significantly improved, and based on that insight we adjusted our process and customer service flow accordingly. This resulted into significant increase of our NPS (Net Promoter Score).
During the recent DevOps Virtual Summit, leading practitioners representing industries ranging from banking to travel and technology shared their views on the progress of cultural reinvention.