Digital experience is the heart of digital business
The modern enterprise is entering a new phase of digital maturity: shifting from “digital transformation” to sustainable “digital business,” according to IDC.1 Digital businesses are defined by the role technology plays in streamlining processes, products, services, and — most importantly — end-user experiences, both internal and external. Forrester has carved out a new category of leadership called “experience-driven businesses” (EDBs): EDBs grow revenue 1.7 times faster and increase customer lifetime value 2.3 times more than other companies.
Despite the growing importance of digital experience, many enterprises fall short:
- On average, there is a 17% gap between customer expectations and their satisfaction with their digital experience.
- Only half of employees are satisfied with their experiences with technology in the workplace.
And it’s no wonder. With more distributed users, greater bandwidth demands, and heightened security threats, building a network that can deliver consistent, exceptional digital experiences is a tall order.
To understand why it matters, let’s look across three different industries: Healthcare, Retail, and Financial Services
At a glance, these industries have very different customer and employee needs, yet they have commonalities that make the demands on their networks very similar:
- An increase in on-the-go, on-demand customer access that is high-quality and secure
- More distributed, remote workforces that also need high-quality, secure connections from the edge to the core to the cloud
- A growing role for technology and data in personalizing experiences and improving outcomes
- A growing dependence on technology and data in making employees more efficient, engaged, and effective
The modern enterprise is entering a new phase of digital maturity: shifting from “digital transformation” to sustainable “digital business.”
–IDC (International Data Corporation)