Today, many organizations are starting to use voice or text-enabled chatbots for the first time or already have chatbot systems in place. In fact, Gartner said 25% of organizations are predicted to make chatbots their primary customer communication channel by 2027. This is because consumer behavior has shifted to primarily digital interactions and away from […]
The Importance of Customer Experience Observability
Ask anyone to name their favorite brand, and they’ll often respond with minimal hesitation. Prod a little further and the importance of customer experience (CX) is sure to play a major role in their response. In fact, 96% of consumers say CX is a key factor in their choice of loyalty to a brand. This […]
DevOps for Customer Experience
Charlene O’Hanlon and Amy Hudson of Cyara discuss the concept of DevOps for customer experience, which takes DevOps methodology and focuses it on CX software. But there are pitfalls DevOps teams face when dealing with customer experience software. The video is below followed by a complete transcript of the conversation. Announcer: This is Digital Anarchist. […]
The Next Phase of Pandemic Tech Transformation
Last spring, we were inundated with headlines, tweets and Medium posts applauding the rapid digital transformation that businesses were going through—almost overnight—due to the pandemic and the shift to remote work. It made for an interesting feel-good narrative at the time, but it didn’t paint the full picture. Companies were thrown into the deep end; […]
How DevOps Can Address CX Challenges
Delivering a seamless customer experience (CX) has become a top priority for companies undergoing digital transformation initiatives, as 85% of buyers are willing to pay more for a great customer experience. However, customers aren’t only willing to pay more for a positive experience–they’ll go elsewhere if their experience isn’t positive. In fact, 33% of customers […]
Report: Lots of Room for Continuous Delivery Improvement
A report published by the Continuous Delivery (CD) Foundation suggests that, in terms of achieving that goal, most organizations still have a long way to go. Based on analysis of the Developer Nation survey data collected by SlashData, nearly two-thirds of developers said it takes at least one week to go from code committed to […]
Digital Customer Experiences: The Future is Modular
With the proliferation of microservices and APIs, will UIs go modular too? Some technologists note a rising trend around smaller, intent-based customer experiences that more directly mirror API endpoints. I recently met with Adam Evans, co-founder and CTO of Airkit, to better understand what’s broken with today’s digital customer journeys and how they need to […]
The Role of APIs In Digital Transformation
Digital transformation is increasingly propelled by rapidly changing user expectations. Release frequency is increasing, as is the need to connect a growing number of applications and digital experiences. As a result, 83% of IT specialists consider API integration critical to their business, found the State of API Integration Report. Application programming interfaces (APIs) hold powerful […]
Transforming Your Digital Transformation
Change is difficult, so most companies pull the bandage slowly, hoping to avoid the hard, painful part – especially with regard to digital transformation. But in the corporate world, cautious change inevitably leads to entropy. Progress gets made in one department at a time, at the expense of others. Leaders turn over, priorities shift, plans […]
Shifting to Product-Centric Work in Utilities
Large organizations across the services spectrum are transforming from project-centric operations to product-centric way of working. Customer centricity is driving this transformation, as product-centric organizations put customers at the center of everything they do. Such a transition is largely dependent on how information technology solutions are deployed in the said organization. This article looks at […]
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