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Why CX Leaders Are All In on the DevOps Culture

22nd Apr 2019
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Enterprises are just starting to make the connection between DevOps and improved customer experience. Increasingly, marketing leaders are using DevOps as a lever to boost customer satisfaction (CX).

In a world that's growing increasingly mobile, mobile app development breathes life into digital strategies and marketing campaigns. Now, enterprises are turning to DevOps practices and tools to meet the volume and velocity of changing consumer demands. With the consumer journey now crisscrossing any number of channels, DevOps is becoming increasingly important in the battle to create a seamless and satisfying CX.

What Does DevOps Have to Do With Customer Experience?

DevOps brings development and operations units together as a harmonious team to quickly react to customer demands. Problem code no longer bounces back and forth between siloed business units. Stakeholders now share responsibility in bringing quality applications to market.

Once programmers deploy an app, the DevOps methodology continues with ongoing performance monitoring and other practices that improve reliability. For instance, let's say a major airliner provides an app to it's customer to help them track flight times, delays and connecting flight information. Any glitch in the app can cause significant travel delays and a poor customer experience. The DevOps methodology ensures that the app is continuously running as expected, while the operations team is finding new ways to improve how customers use the app for a better experience. 

When something goes wrong with an app, it needs immediate attention. Meanwhile, applications go through multiple iterations and tweaks implemented by various business units. Nevertheless, business leaders want immediate results to satisfy consumers’ growing demand for instant gratification.

Why CX Leaders Are Falling in Love With DevOps

80% of surveyed IT professionals agree that DevOps drives business value, according to the Hubspot report “ The Value Of DevOps .” The report goes on to reveal that DevOps reduces operational disruptions, resulting in a better customer experience. Organizational stability mitigates impaired pricing leverage and sales.

DevOps increases time to market and in turn return-on-investment. Furthermore, a DevOps culture promotes optimal organizational performance, increases revenue and maximizes market capitalization.

Tools That Make a Difference

The Value Of DevOps report cautions business is to temper speed to market with iteration value. DevOps is a double-edged sword. Companies can push apps to market faster, and customers – whether commercial or consumer – can count on consistent utility. Tools such as JFrog and npm registry, for instance, allow programmers across development and operations units to move builds to market at a breakneck pace.

Additional innovative tools like Appian Low Code platform gives team another way to build apps incredibly fast to meet market demands. These innovative tools and resources of DevOps improve company stability and service value. However, the power to do more faster can generate unnecessary expenses if not managed carefully.

In the modern marketplace, the companies that are winning are the ones that are doing app development right. Now, enterprises can retool apps in hours, rather than weeks or months. These enterprises have a decided advantage in the marketplace.

Increasingly, the battle for consumer attention and dollars is playing out on mobile devices. Those who have mastered DevOps to push products to market at light speed will emerge as winners.

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