Le Lézard
Classified in: Science and technology
Subjects: Photo/Multimedia, Survey

Research Reveals Hidden Cost of Innovation and Its Impact on the Customer Experience


xMatters (www.xmatters.com), a digital service availability platform that prevents IT issues from becoming business problems, today announced findings from its inaugural Incident Management in the Age of Customer-Centricity research, which highlighted challenges technology organizations face as a result of the rise in delivering new digital services and the need for an intelligent, automated approach to addressing incidents. The research also found a gap between an organization's ability to innovate and maintain uptime: more than half of organizations have experienced a dramatic increase in the pace of innovation, impacting their ability to deliver uninterrupted customer experiences. The report findings are based on the results of a survey that examined the opinions of over 300 DevOps, ITOps and business leaders from organizations of varying sizes delivering digital services, including midsize and enterprise-level businesses.

"The success of any business depends on the quality of their customers' experiences. Just a short interruption in service could not only greatly impact the customer experience, but also a company's bottom line," said xMatters CEO Troy McAlpin. "However, at the same time, digital services organizations are delivering software releases significantly faster than just a few years ago. This presents a growing challenge for technology organizations as teams work to balance the rapid resolution of incidents with the demand for faster innovation."

As customer experience has become a crucial measure of business success, nearly everyone across an enterprise IT organization shares responsibility for delivering exceptional customer experiences. The vast majority of respondents (91.7%) reported that delivering a superior customer experience is a priority in their role. The shift in responsibility for the delivery of uninterrupted customer experiences means that developers, who ideally should be focused on delivering innovation, now share in the burden.

Accelerated Pace of Innovation Impacts the Customer Experience

Digital services organizations are delivering more software releases at a significantly faster rate than a few years ago, with more than half of respondents (54%) who reported that they introduce at least one new software release each week. Nearly half of other respondents (40%) reported that a new release is rolled out monthly or every few months. For companies issuing software releases at this pace, findings show that their ability to innovate is hindered by the rise in customer impacting issues.

The Toil of Managing Incidents and a New Era of Operational Challenges

Most organizations believe they are fully equipped to support digital service offerings effectively, but still face operational challenges. Nearly half (44.8%) of development team leads indicate their developers spend more than 50% of their time manually addressing incidents (i.e., any negative impact to the customer digital experience ranging from core service outages to degradations in performance due to servers, databases, load balancing or configuration issues). Additionally, as a result of the rise in new digital services, roles have shifted.

Modern Approach to Incident Management is Critical for Delivering Uninterrupted Customer Experiences

Findings indicate that modernization of incident management practices (including IT tools and services) will aid in resolving issues at a faster pace while simultaneously equipping employees across the enterprise with information and resources they need in order to support digital transformation and deliver uninterrupted customer experiences. The majority of DevOps/SRE (83.9%), IT Operations (72.9%) and Developers (64.9%) surveyed believe emerging technologies such as AI and ML will help them do their jobs better.

"The gap between a company's ability to maintain uptime and innovate has never been more apparent," said McAlpin. "New advancements in incident management will enable companies to expand its reach via workflow automation while equipping employees across the enterprise with the critical insights for delivering uninterrupted customer experiences."

The complete Incident Management in the Age of Customer-Centricity report can be downloaded here: https://www.xmatters.com/dx-research

Additional Resources

About xMatters

xMatters is a digital service availability platform that helps enterprises prevent, manage, and resolve IT incidents. From the Global 2000 to small workgroups and innovative DevOps teams, organizations around the world rely on xMatters to maintain operational visibility and control in highly complex IT environments. By providing toolchain integrations with hundreds of IT management, security, and DevOps applications, xMatters allows organizations to automate key processes and streamline workflows. xMatters is trusted by leading global companies including BMC Software, Credit Suisse, Danske Bank, DXC technology, Experian, NVIDIA, ViaSat, and Vodafone. xMatters is headquartered in San Ramon, California and has offices worldwide. For more information, please visit www.xMatters.com.


These press releases may also interest you

at 03:22
A news report from iChongqing: In 2014, Chinese President Xi Jinping and Germany's then Vice Chancellor and Minister of Economics and Energy, Sigmar Gabriel, witnessed the arrival of the YUXINOU (Chongqing-Xinjiang-Europe) train in Duisburg, Germany....

at 03:05
VIAVI Solutions ("VIAVI") notes the announcement made by Keysight Technologies, Inc. ("Keysight") and Spirent Communications plc ("Spirent") on March 28, 2024, of a recommended cash acquisition of Spirent by Keysight. VIAVI believes that its...

at 03:04
Policybazaar, India's leading online insurance marketplace, is witnessing a significant increase in non-resident Indians (NRIs) choosing term insurance from India via its platform. This surge is driven by the unparalleled ease, affordability and...

at 03:00
TRON Forum (Chair: Ken Sakamura, Professor Emeritus of the University of Tokyo) is pleased to announce that four microcontroller manufacturers, Infineon Technologies Japan K.K. (President & CEO: Ikuya Kawasaki), STMicroelectronics K.K. (Country...

at 02:00
OKX, a leading crypto exchange by trading volume and a leading Web3 technology company, has issued updates for March 29, 2024. OKX...

at 00:30
Frost & Sullivan recently researched the data center colocation services industry and, based on its findings, recognizes STT GDC India with the 2023 Indian Company of the Year Award. STT GDC India is a pioneer data center solutions provider that...



News published on and distributed by: