Creating compelling, meaningful experiences is hard. Sometimes it feels like IT and the line of business are working at cross-purposes or speaking different languages. IT wants to create a secure, scalable platform that they can rely on and run cost-effectively. The business is looking for tools they can use to quickly understand their audience and create compelling, consistent, content-rich experiences that they can control and modify themselves.

More often than not, there is a disconnect between IT and the business when it comes to deploying digital experiences, and that’s when you end up expending your energy rowing in circles and not making much forward progress. In a December 2018 Forrester Consulting study, they found that while 61 percent of IT professionals believe their firm has a considerably/completely integrated digital experience strategy, only 48 percent of business professionals feel the same way. The study, commissioned by HCL, also found that in many cases metrics for these groups are not aligned, which results in the mismatch of priorities and perceptions of success. This misalignment prevents companies from delivering world-class experiences.

Exceptional digital experience requires an integrated architecture of analytics, process, culture, technology, and content, as wellas an ecosystem that supports customers, employees, and partners. This does not mean that IT or the business should give up its autonomy; they must instead find opportunities to align their goals, systems, and responsibilities for better results.

Start moving in unison today to move forward faster. Learn more about the challenges of creating exceptional digital experiences, and what the market leaders are doing to drive results.

Read the interactive Forrester paper today!

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Further Reading
Digital Solutions | January 12, 2021
Six Ways to Ensure Your Digital Experience Is Excellent. In a Digital-Focused World, Make Sure You’re Working With the Best
A digital experience takes place when a customer has an interaction with an organization exclusively through digital technology. The world was already heading in an increasingly digital direction, but in the wake of COVID-19, as more and more teams and organizations have been working remotely and relying on technology to power their workflows, a strong digital customer experience has never been more imperative. What are some steps you can take right now to maximize your digital experiences?  Invest in strong customer experience software In order to ensure that they’re providing the best possible customer experience (or CX), companies need to prioritize their customer experience platform — cheaper one-trick-pony solutions won’t cut it. A strong CX platform will offer personalized options to the customer, ensure that their information is secure, and offer quick and reliable self-service when needed. Advanced data collection and machine learning personalization solutions included in a CX platform make a well-rounded solution crucial to invest in.       2. Provide a secure platform When providing secure personal information such as a bank account or patient ID, customers need to be sure that private and personally identifiable information is handled safely and securely. Though customers are generally willing and enthusiastic to engage in convenient digital experiences, the major data breaches of recent years still leave plenty of consumers understandably skittish about providing organizations with personal info. According to data gathered by Lift361, “strong security increases overall customer satisfaction from 13% to 40%, and customers have shown they are willing to spend more with companies they trust to protect their privacy and data.” Ensure that your tech has personal security measures in place and be transparent with users and prospects about just how safe they can feel using your platform. [button link="https://www.hcltechsw.com/products/dx" type="small" color="silver" newwindow="no" textalign="center"] HCL Digital Experience is one of the most secure solutions out there, trusted by 8...
Digital Solutions | December 15, 2020
How and Why You Should Digitize Business Processes
If it wasn’t abundantly clear before, the COVID-19 pandemic has proved that digitizing business-critical processes (and making teams productive remotely) is key to business continuity. Whether a business has 50 — or 50,000 — employees, its operations are influenced and impacted (if not completely overhauled) by technology designed to speed up, connect, improve and sustain work in the modern world. Digital transformation for enterprise organizations is a no-brainer. It’s the “how” that defines what success looks like. For some companies, embracing this digital transformation has been a gradual process of adoption.  Others have been digital all along, or they jumped in headfirst, undergoing a major overhaul all at once.  And for some it’s still an overwhelming burden, approached tentatively and perhaps even with aversion to change and new technology.  No matter the scenario, there’s little doubt, especially with remote work becoming ubiquitous, that old-school business processes that involve emailed documents and spreadsheets (or even paper-filled file cabinets) is not the way to go.  Digitizing business processes refers to the integration of digital information — pieces of physical, non-digital material that has been converted into a digital format — into an automated workflow that can replace manual, disconnected and paper-based processes.  It means digitizing business processes, increasing employee productivity, and improving customer satisfaction. It provides dramatic benefits to employees, partners, customers and the organization as a whole. Converting not just documents and data to digital, but also workflow, transactions, functions and processes, can be very complex. There are many payoffs, however. You will save time and money  Using digitized processes can free up employees from a multitude of monotonous tasks. Rather than email chains for tedious and regular processes approvals, regular and routine functions (payroll, time logs, inspection signoffs, etc.) can be routed through workflows automatically. Functions such as financial transactions, insurance claims, medical prescription processing, in-house training can be automated and make teams more productive...
Digital Solutions | December 7, 2020
What Is a Content Management System? And Why Are They so Important for Today’s Enterprise Organizations?
If you’ve ever published anything on the internet, you’ve used a web content management system (or CMS) to do so (unless you’re a brilliant developer and built a site from scratch, which is very impressive, but highly time-consuming and impractical). These days, more than half of all websites are built, updated, and maintained via CMS portals, and that number is only increasing.  What does web content management software look like?  CMS portals — also referred to as web content management software, content delivery managers, and content hubs — look slightly different depending on the type of site they service (personal blogs require different functions than a B2C retail site, for example), but retain some similarities across the board. Your CMS software will have a menu that lets content creators and managers create and edit web pages such as landing pages, blog posts, and contact forms, ideally with only a few clicks. Creators will log in to the portal, find the appropriate page from an index tab, make additions or edits and … voila! Content managed.  Why should you use a CMS?  Content management systems like the Content Composer in HCL Digital Experience are major development time savers, since marketers and other content creators can easily go into the platform themselves to create and publish content. Digital asset management systems, which, if you’re lucky, are part of a CMS, also let you create, manage, and deliver rich media (video, images, animations, and text) to partners, customers, and employees.   Workflow is often built into a CMS, or customized at the organizational level. Different users can be allowed various levels of autonomy within the platform, so that, for example, an intern can add text or edit a blog post, but a marketing manager can be assigned to approve any published changes. When the whole team is working directly within a CMS platform, requests and approvals can...
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