Managing the Customer Experience in the Digital Age

Michael Vizard

At the same time that IT's impact on the business grows exponentially, however, the technology that drives business services is growing more complex.


Tracking which business processes rely on which applications and systems is becoming too difficult at more IT organizations than anybody wants to admit. But without that, it's next to impossible to determine at any given moment what any customer is experiencing. And just to make things more interesting, many of those services now involve a range of third-party partners in the cloud that IT organizations have little to no control over.

According to Coradiant President and COO Ali Hedayati, the shift toward thinking of IT as business services in the cloud means that IT organizations need to take a new approach to measuring customer experience with any business service.

Coradiant created a TrueSight platform for managing application performance that sits on a virtual appliance in front of a load balancer in the data center. From there, Coradiant can track performance associated with business processes without relying on agent software on the client or sending someone to physically monitor performance on an end point.

As more business processes go digital in the age of the cloud, there is no such thing as an application border anymore. Instead, applications are really sets of services that nspan multiple data centers owned and operated by a variety of organizations. But all it takes to disappoint a customer is for one of those applications or services to be compromised. Ultimately, this means that responsibility for customer satisfaction will rest with IT. The question is how will the IT department rise to that challenge to determine what's really going on with customer experience and who is ultimately responsible for it.

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