Capping IT Off

Capping IT Off

Opinions expressed on this blog reflect the writer’s views and not the position of the Capgemini Group

The World Quality Report in Focus: Customer Experience is the New Competitive Battleground (Part 2 - SMAC)

In the first part of this blog we discovered that the World Quality Report statistics show that IT leaders are recognising the need to improve their processes, save costs and boost their QA activity in order to create a loyal customer base. This is why the total percentage of IT budget devoted to QA is on the rise. We also examined what this looked like in practical terms, by focussing on Vodafone and British Gas’ Energy Data Management Project. In this post, part 2, we can see how capitalising on some of the new SMAC technologies can facilitate a smooth digital transformation that actually meets customers’ ever increasing expectations.

Capitalising on Cloud

For the past couple of years Cloud has been on the decline, but it is now steadily gaining momentum, with 28% of apps hosted in a Cloud environment and an expected rise to 35% by 2017. 32% of testing projects currently rely on cloud infrastructure, allowing testers to ramp up load capacity, reducing cost and optimising app delivery times. Cloud based testing platforms are being used to test business critical internal applications like CRM and ERP functionality, performance and security.

The benefits of the cloud are clear in the Microsoft, iStreamPlanet and Adobe scalable cloud based solution for NBC’s coverage of the 2014 Olympics. By moving their media processing to a cloud based architecture that took advantage of the substantial benefits of Windows Azure and Windows Azure Media Services, they successfully live-streamed 41 channels continuously for 18 days, delivering 3000+ hours of high definition, multi format, real tome content to a vast range of devices on IoS, Windows and Android.

Buy it, Sell it, Love it – Tell Everyone

Social Media is growing up: 71% of those surveyed for the World Quality Report said they rate Social as important in customer feedback for customer facing apps. Social media Metrics and Analytics are essential for creating an effective Online Reputation Management Strategy (ORMS) and a good means for a test team to measure existing test processes and outcomes against customer satisfaction.

eBay has proved to be a master at leveraging social media (for example with @askeBay on Twitter) to evaluate and capitalise on multi-channel opportunities and enhance customer experience in a digitalised environment. Since starting their social customer services in 2011 eBay has come to realise that the marketing department was not equipped with the right resources and information to field all the queries coming through social channels, which was causing response time and solution failures. They needed to spread the service across the business and ensure that they used the intelligence it provided to prevent similar problems happening to other customers in the future, whilst also determining the best way to scale up to meet spikes in activity without wasting resources and costs. eBay adopted a similar approach to O2 - they now have hundreds of staff outside of the core team, located business-wide, who know how to use the system and tools to respond to Social customer enquiries. Customers now get the right advice from the relevant expert while duplication is avoided by a simple “lock out” system once the query has been picked up within the customer-driven obligatory response time of 1 hour or less. They even respond to social mentions where a customer has not approached them directly but is discussing their brand with another social user. In the true spirit of social media, their customers seem delighted that the brand is joining in the conversation and above all listening and responding to them!

You can find more detailed information on how the other SMAC technologies are affecting digital transformation projects and positively impacting customer experience by downloading your own free copy of the full World Quality Report here

Solutions for a Smooth Digital Transformation

If you’re just starting to consider the cloud or are already utilising services from other providers, we can help you define a more strategic approach with our Cloud Readiness Assessment, which enables us to develop a tailored strategy based on the complexity of your business, projects and desired scale of implementation. One of the many solutions we offer is Azure - Microsoft’s cloud-based, pay-as-you-go, platform for developing, managing, and hosting applications.

Our Social Media Analytics Services also support you in monitoring your brand reputation and using data from Social Media in your operations to action better decisions.

Read Part 1 of this blog series here.
Look out for Part 3, when we will be looking at the rise and rise of Agile.

About the author

Darren Coupland

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