Liz Miller, Principal Analyst from Constellation Research, kicked everything off as moderator and introduced HCL’s Gary Schoch and Becky Creighton’s session which gave a wide-ranging overview of all the “superpowers” that a successful digital experience should have. A DXP must be more than just a website and its content. A powerful one offers an experience that delivers the “moments that matter” and delivers trust. Trust is created when a person’s digital experience is personalized, secure, empathetic (culturally and regionally tailored) and seamless.
Customers’ interactions and personalized actions should connect them to the information and expertise essential to getting the help or services they need. This requires a way to close the gap between all the data in the back end to the digital touchpoints and the experiences people engage with.
When you can close this gap your company improves efficiency, fosters innovation, and, ultimately, drives growth.
How does an organization do this, and what are the moments that really matter (and why does that matter)? watch the entire event replay
Why Your Business Should Care About Cloud-Native
Liz Miller from Constellation Research led a compelling, lively conversation with analysts and executives around the value of cloud to today’s organizations. The roundtable explored what the business value is of cloud, as it relates to digital experiences, and who the key stakeholders are now. These experts laid out the challenges facing us in today’s world and showed us how new ways of working require the agility and mobility that cloud provides. They dived into how cloud infrastructure and cloud-native solutions help untether organizations from IT and concerns and bottlenecks — which provides corporate agility and frees the business up to focus on innovation and differentiation.
IDC’s Research Director Marci Maddox then told us something staggering. In 2020, 60% of the world’s almost 8 billion people were online. That’s a lot of traffic! And 40% of the world’s organization saw massive spikes — and some sites just couldn’t handle it. IDC conducted a survey that found that 70% of organizations with digital experiences prefer a cloud-native solution. Why? Resiliency, scale, and uptime. All of which lead to building the required confidence and trust in your brand.
Dave Torres, a DX and commerce executive from Perficient, explained that cloud turns IT into the part of the organization that can more easily say “yes” rather than “no.” Organizations are no longer hampered by systems that can’t stay up — and business processes can be better automated and updates more spontaneous. Google’s Rodrigo Rocha added that cloud empowers organizations to focus on the key needs of the business and the marketplace, rather than worrying about infrastructure.
How does cloud power digital experiences and the “moments that matter”? By empowering companies to put their essential systems and processes everywhere — online and mobile — means they can act, react, and communicate at scale to their customers, constituents, and partners. Hybrid cloud, also a big boon for business, allows organizations to update and modernize existing applications and processes, without having to rewrite or redo them.
Besides the who, what, why, how of work, the other crucial thing which could help solve for is data. Over the last 5 years, we will have two and a half times the amount of data — a stunning 180 zettabytes — that we’ve seen in the past 10. Data needs to not be in silos for organizations to be successful. All backend systems and processes (even from external partners and the surrounding ecosystems) need to be woven together to create seamless experience on the front-end. And mobile devices allow us to have access, in our hands, to all this vital data we need to live daily lives.
“Over the next 5 years, we will have two and half times the amount of data — a stunning 180 zettabytes — than we’ve seen in the past 10.”
But what are the KPIs of digital transformation? What are the shared, agreed-upon measures of success? Watch this segment to find out.
How to Transform a Multi-Billion-Dollar Company
During the hot season in Dubai — where it’s very very hot — people seek the cool comfort of air-conditioned malls. Al-Futtaim provides these essential services and technology and used HCL Digital Experience to digitize and scale its entire business and establish its powerful digital footprint. It uses its digital experiences to grow brand awareness, reach its customers, power its e-commerce business, and reach powerfully successful business results. Heman Dhagai, the head of engineering, described the need for a digital solution to be affordable, robust, flexible, and cloud-native. HCL Digital Experience was key to Al-Futtaim’s digital transformation.
How does a company with 33,000 employees in 20 countries with multiple lines of business not drown in chaos?
How was Al-Futtaim able to satisfy the traditional sides of the business, while growing and evolving its expanding digital organization? What are the virtual portals that were key to success? What caused the scenario where it required going back to the drawing board? How did the solution serve all the different businesses within the organization, and how did it help make each business unit better at doing their jobs? Arjit Bose, solutions architect, breaks it down and explains the tangible strategies and tactics this global enterprise used to transform its entire operation. Watch pick up from here to see what they said.
Enter the Customer Experience Studio
We all agree, now more than ever, how crucial digital transformation is, and how digital experiences are at the center of this journey. The Customer Experience Studio is what we have developed to help organizations do things differently. Watch this segment, to hear how the collective digital agency and digital consulting experience (275 years of it!) at HCL can help our customers — hands-on — reach integration, digitization, and true transformation.
We want to put our ideas to work for you by creating a free, 100% personalized strategy for your business — sign up for our DX Accelerator program today. Let’s build a plan for future success!SIGN UP NOW