Digital Operations: The Next Customer Experience Frontier

Today’s digital economy has made it easier for consumers to get access to millions of websites as well as a wide range of devices. Maintaining tons of digital outlets is the backbone of the modern business and customers are always looking for those offering the best digital experience. Also, it’s expected that digital marketing will supersede TV advertising soon.

There is a direct relationship between the growth and the need to manage digital operations. However, with a lot of resources geared towards digital growth the same cannot be said about digital operations. Digital management has been neglected for a long time since most people aren’t aware of what it is or how to manage it, but if it’s handled well and you get it right the first time, it’s possible to achieve a huge return on investment.

The digital operations maturity

If you are to measure the digital operations framework, you should start by accessing the organization’s ability to handle the digital footprint. There is no doubt that the operational maturity is necessary despite your industries size and that’s why it’s important to implement a continuous means of improving and monitoring your digital estate.

An organization can hardly move forward if it doesn’t make the necessary changes to enhance its digital management. It’s also important to understand the level of digital operations can vary considerably from those who know what to do to those who are unaware of what should be done for the digital management. Once an organization has accessed the maturity levels recommendations should be made, and new solutions monitored and implemented for the success or need for future changes.

Driving operational change in digital management

Reporting and evaluating on the organization KPIs and highlighting the areas that need improvement is a major component in digital operations management. That said, the only way to gain a competitive advantage is by analyzing the data collected from different sources as well as those generated by governance tools since it gives you a bigger picture on how digital operations are performed. Extra resources can be found on this link.

Turning data into meaningful intelligence

One of the greatest misconceptions of digital governance is that it’s all about who has the mandate to remove or add content to the social media accounts and websites as well as instituting a command chain to ensure that there is no unauthorized activity taking place.

Having a clear goal that outlines the roles and responsibility in managing the digital presence is just a small part of the triangle of governance. If you are looking to drive change and achieve competitive advantage, it’s important to understand that governance isn’t all about having a framework that manages the digital process but it entails the realization of the importance of information and monitoring tools.

Organizations are headed in a new era that will ensure superb customer experience through the digital operation effectiveness. That said, improving digital operations is important because you can gain a deeper understanding of how a web presence is managed and this is essential for the success of any organization.