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CX Innovation using Agile & DevOps Transformation

INTRODUCTION: KEEPING PACE WITH EXPONENTIAL CHANGE

The world is changing at a dizzying rate.

This upheaval appears to have no precedent in history because the pace of technological change is increasing exponentially.

As the pace of change quickens, increasing customer expectations further catalyze a time of techno-consumerism.

As a result, it’s not enough for companies to offer quality products or services— they also need to innovate their approaches to the customer.

But the applications and systems that organizations use to engage their customers are complex and span many different technologies, platforms, and channels.

Ensuring all those applications and systems work together seamlessly, enabling customers to accomplish their goals, is no simple feat.

This complexity also makes it difficult to innovate, much less innovate quickly enough to keep pace with ever-rising customer expectations.

This environment is causing many organizations to adopt the IT methodology known as “Agile and DevOps” for their CX applications.

Agile and DevOps has two primary enablers of success—automation and monitoring.

This Frost & Sullivan white paper examines the critical importance of automated testing and monitoring, as well as putting in place an effective measurement system.

These are all core to Agile/DevOps transformations that are helping organizations continually satisfy their customers.