CX Assurance Blog

CX Thought Leaders March 2019

Posted by Elizabeth Magill | Senior Director, Product Marketing

March 5, 2019

Digital transformation drives the need for the constant delivery of innovative customer experiences through software. DevOps has become one of the key levers for delivering customer experience features quickly and flawlessly. We recently asked CX thought leaders about DevOps and its impact on customer experience.

“How does DevOps accelerate the software delivery of customer experience?”


Nicole Forsgren PhD

Nicole Forsgren, PhD

Nicole is the author of Accelerate: The Science of Lean Software and DevOps: Building and Scaling High Performing Technology Organizations
 
Nicole Forsgren, PhD
Twitter: @nicolefv
LinkedIn: nicolefv


“How does DevOps accelerate the software delivery of customer experience?”

DevOps is all about delivering value, and that puts our customers front and center. By leveraging automation and fast feedback to build quality in the development process, engineers throughout the value chain are able to deliver features quickly and reliably. And we’ve seen it in the data, too! Organizations with strong DevOps practices have higher quality products and more satisfied customers.

Mirco Hering

Mirco Hering

Mirco is the Global DevOps Practice Lead, ANZ Modern Engineering Practice Steward, at Accenture. He blogs on IT delivery and authored the book, DevOps for the Modern Enterprise.

Accenture
Twitter: @MircoHering
LinkedIn: mircohering
Blog: https://notafactoryanymore.com/

“How does DevOps accelerate the software delivery of customer experience?”

DevOps transformation can deliver innovation, speed, agility, and quality. There are three dimensions that need to be worked on: technology architecture, organize and manage knowledge workers in IT to give them context, and create an ecosystem where the right culture is possible.

Martin Hill-Wilson

Martin Hill-Wilson

Martin is a customer service, CX and AI engagement strategist. He is a frequent keynote speaker, author and former CEO of the Merchants Group, one of the first contact centre outsourcing and consulting brands.

Brainfood
Twitter: @martinhw
Linkedin: customermanagement

“How does DevOps accelerate the software delivery of customer experience?”

The tech world has adopted a faster and more effective way of developing product for customer experience. DevOps is a shared mindset philosophy. The principles make absolute sense. Use cross-functional teamwork to iteratively land the best solution in an ever-changing world. Use low-risk, rapid discovery to identify what does and does not work. This is an approach that deserves to be rolled out across the entire organisation since it is such a perfectly suited way of working for the fast-paced digital economy we live in.

Jarrod Neven

Jarrod Neven

Jarrod is a Director at InProd Solutions which delivers a configuration management solution specifically designed for the contact centre industry to reduce the risks and costs associated with managing large Genesys-powered contact centres.

InProd
LinkedIn: jarrod-neven

“How does DevOps accelerate the software delivery of customer experience?”

DevOps is a different way of thinking about how things work. The goal is to work faster and with high quality. You are taking down the barriers between IT organizations where code was thrown over the way. That slowed things down and caused errors. With DevOps you are removing the restrictions and silos. Once people overcome the change, they generally enjoy their jobs better than before.

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