February 27, 2024

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Accelerated Digitalisation due to COVID-19 Increases Pressure to Ensure Seamless User Experience

The pandemic has brought about drastic changes to our personal and business lives and in particular how we carry out our financial transactions and access Government Services. These services have mostly moved online.

It has slowed down business operations, closed borders, disrupted daily life but on the other hand, it has accelerated digitalisation in a way that could not have been predicted.

“It feels like we have experienced 5 years of digital transformation in 5 months” said Jim Cavanaugh, Vice President – Asia Pacific and Japan, AppDynamics. “Everything was moving in that direction, but COVID-19 has really accelerated the process.”

OpenGov recently had the opportunity to speak with Jim Cavanaugh, Vice President – Asia Pacific and Japan, AppDynamics, a Cisco Company about the effect the pandemic has had on digital transformation, the digitalisation acceleration that has taken place over the last 5 months, the increased pressure it has put on businesses, those already well established online and for those who have had to make that transition out of necessity and in a short space of time.

Jim Cavanaugh, Vice President – APJ, AppDynamics

 

We spoke to Jim about the online customer journey and how online consumers have high expectations and less tolerance for latency. Also asked him on how AppDynamics have the solutions and tools to support businesses with the challenges they face in this pressurised environment.

Pandemic has caused increased pressure for digital services

The increase in online users has been due to necessity in this current pandemic, and in turn has put huge pressure on government online services and digital transactional services to provide high standards of online service.

Consumers are using apps for their finances, shopping, deliveries, food and transport. And as consumers rely more heavily on apps to get things done, they also expect their experience to be simple and seamless.

According to Jim, today, online consumers have higher expectations of “a perfect digital experience and have less tolerance for latency or challenges. The ‘new normal’ is a consumer wanting a ‘flawless digital experience.’”.

Users have less tolerance for bad online customer experience and the online customer journey is so important, it could be the difference between winning or losing a customer.

Technology to Enhance User’s Online Application Experience

AppDynamics is well placed to support organisations from the tremendous pressure they face in today’s climate. Offering niche services such as being able to visualize revenue paths and correlate customer and app experience, to finding and fixing app issues.

Application performance monitoring – they can actively monitor, analyse and optimise complex application environments at scale to end-user monitoring which optimises key business transactions with a complete view of the customer journey.

They also leverage AI and ML to allow the organisation in real-time to fix complicated processes in the background, without interrupting the online customer. AppDynamics use AI and ML in anomaly detection, it gives the end-user real-time analytics of how people are using the app and can resolve challenges without human interaction.

“The real magic is providing the real time correlation between user experience and the business outcome. Our customers are using that to take market share, increasing the top line and reducing costs on the bottom line” 

Digital Banking Success Depends on Good App Experience

The Banking Sector was already moving more and more towards digital banking, offering banking services online and through apps. Singapore is a good example of how the financial sector is experiencing an increase in digital banks. The Monetary Authority Singapore recently selected 14 digital banking applications out of 21.

And as Digi banks use apps as their sole touchpoints, the performance of their apps and technology becomes paramount to meeting the regulatory guidelines and consumer expectations. With only 17% of customers who experience hiccups in their digital experience indicating a willingness to contact service providers for troubleshooting assistance, the 83% of lost customers indeed raises alarm bells on the need for fast, efficient and robust applications.

Given e-banking providers hinge their survival on application performance, addressing gaps and weaknesses in their digital strategies is the key to digital banking success. Proactive monitoring is the key to exceeding regulatory as well as consumer expectations through the employment of proactive monitoring via AI or human intervention and reducing MTTR, hence making reduced downtime a reality.

AppDynamics provides the insights needed around key issues in real-time — before they impact customers. They provide end-to-end visibility to drive application and business performance. A solution that is key in the current situation with an increased focus on online services and higher expectations on user experience. For companies to succeed in this climate they will have quickly identify the weak points in the customer experience online and remedy those immediately so to not lose their client to another service provider and the gain market share.

PARTNER

Qlik’s vision is a data-literate world, where everyone can use data and analytics to improve decision-making and solve their most challenging problems. A private company, Qlik offers real-time data integration and analytics solutions, powered by Qlik Cloud, to close the gaps between data, insights and action. By transforming data into Active Intelligence, businesses can drive better decisions, improve revenue and profitability, and optimize customer relationships. Qlik serves more than 38,000 active customers in over 100 countries.

PARTNER

CTC Global Singapore, a premier end-to-end IT solutions provider, is a fully owned subsidiary of ITOCHU Techno-Solutions Corporation (CTC) and ITOCHU Corporation.

Since 1972, CTC has established itself as one of the country’s top IT solutions providers. With 50 years of experience, headed by an experienced management team and staffed by over 200 qualified IT professionals, we support organizations with integrated IT solutions expertise in Autonomous IT, Cyber Security, Digital Transformation, Enterprise Cloud Infrastructure, Workplace Modernization and Professional Services.

Well-known for our strengths in system integration and consultation, CTC Global proves to be the preferred IT outsourcing destination for organizations all over Singapore today.

PARTNER

Planview has one mission: to build the future of connected work. Our solutions enable organizations to connect the business from ideas to impact, empowering companies to accelerate the achievement of what matters most. Planview’s full spectrum of Portfolio Management and Work Management solutions creates an organizational focus on the strategic outcomes that matter and empowers teams to deliver their best work, no matter how they work. The comprehensive Planview platform and enterprise success model enables customers to deliver innovative, competitive products, services, and customer experiences. Headquartered in Austin, Texas, with locations around the world, Planview has more than 1,300 employees supporting 4,500 customers and 2.6 million users worldwide. For more information, visit www.planview.com.

SUPPORTING ORGANISATION

SIRIM is a premier industrial research and technology organisation in Malaysia, wholly-owned by the Minister​ of Finance Incorporated. With over forty years of experience and expertise, SIRIM is mandated as the machinery for research and technology development, and the national champion of quality. SIRIM has always played a major role in the development of the country’s private sector. By tapping into our expertise and knowledge base, we focus on developing new technologies and improvements in the manufacturing, technology and services sectors. We nurture Small Medium Enterprises (SME) growth with solutions for technology penetration and upgrading, making it an ideal technology partner for SMEs.

PARTNER

HashiCorp provides infrastructure automation software for multi-cloud environments, enabling enterprises to unlock a common cloud operating model to provision, secure, connect, and run any application on any infrastructure. HashiCorp tools allow organizations to deliver applications faster by helping enterprises transition from manual processes and ITIL practices to self-service automation and DevOps practices. 

PARTNER

IBM is a leading global hybrid cloud and AI, and business services provider. We help clients in more than 175 countries capitalize on insights from their data, streamline business processes, reduce costs and gain the competitive edge in their industries. Nearly 3,000 government and corporate entities in critical infrastructure areas such as financial services, telecommunications and healthcare rely on IBM’s hybrid cloud platform and Red Hat OpenShift to affect their digital transformations quickly, efficiently and securely. IBM’s breakthrough innovations in AI, quantum computing, industry-specific cloud solutions and business services deliver open and flexible options to our clients. All of this is backed by IBM’s legendary commitment to trust, transparency, responsibility, inclusivity and service.

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