UX Must be Front and Center in DX Programs

S. Soh

Summary Bullets:

? Service providers are strschmbetagthening their consulting capabilities by adding experience design, to existing business consulting and technology expertise to help enterprises achieve digital transformation goals.

? Competitors leading in this space have added expertise in creative design, developed methodologies, established partnerships, and set up studios or innovation hubs to schmalage clients.

Consulting services are more important than ever for IT services providers (ITSPs) that are helping enterprise customers transform their business operations, not just migrating workloads to the cloud. Many enterprises are digitizing, and a crucial aspect is in delivering greater customer experience (CX) and employee experience (EX). Digital services provide businesses the ability to remove friction in customer transactions and employee collaboration. The rapid technological development, especially in areas such as artificial intelligence (AI), extended reality (XR), and digital twins, can create new experiences and improve interaction. However, businesses need to focus on CX through a human-centered approach. Successful digital-native businesses, including ride-sharing, ecommerce platforms, and streaming media services, have thrived due to their ability to create simplified and delightful experiences centered around customers.

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