Digital Dexterity

Digital Dexterity is an approach that enables organizations to build an agile and flexible workforce that is instrumental to the success of digital transformation projects. This approach allows companies to adapt to the advent of new technologies, changing customer expectations, industry shifts and so on.

The Benefits of Digital Dexterity at the Workplace.

  1. Higher Flexibility: Digitally dexterous employees are more willing to try new solutions and enables the company’s journey to a digital transformation.
  2. More Autonomy: Employees are willing to work on projects with initiatives and demanding requirements. They know that they play a pivotal part in the success of these projects.
  3. Better Efficiency: As digital adoptions grow, the employees take advantage and adapt them to improve their own department’s efficiency.
  4. Remote Workability: The workforce can work from anyplace  in a work environment that provides them with appropriate technologies.
  5. The Bigger Picture: Employees with high digital dexterity understand that digitalization benefits the company as a whole and are willing to take risks to pursue this result.

Challenges that Organisations may face in Implementing Digital Dexterity

Whenever there is the introduction of new technology in an organization, the success of the adoption and consumption depends on the digital dexterity of the employees. If the employees are ready to adjust the workflow to accommodate the digital drive, the project runs smoothly and swiftly re-calibrating human and digital resources.

In the current state “Technology” is growing and changing rapidly. Some companies find it difficult to cope up, while others proactively develop their systems and infrastructure well in advance, to sustain the upcoming changes.

Organizations often find it difficult to move out of the status quo. And instead of bringing in a change, they pivot to the middle of any such changes. The reason is lack of Digital Dexterity.

It is, therefore, crucial for businesses to ingrain DIGITAL DEXTERITY in their organizations for their own survival.

Who owns Digital Dexterity?

The answer is simple, it is the organization.  However, while the availability of necessary tools for Digital Dexterity goes Top-Down; it ultimately comes down to individual departments, managers, and personnel to embrace it. The buy-in at all levels is what will ensure the success of such initiatives.

Why focus on Digital Dexterity?

In the current times, many companies are transitioning from the PC-based environment to more sophisticated services figuring out their needs in the dynamic environment of AI and cloud.  The gap is when internal workforces do not evolve as quickly to the adoption. This widens the disparity between the ‘rate of technology introduction’ and ‘employee’s ability to exploit the technology’. This gap is one of the biggest obstructions in the path to digital transformation.

Digital Dexterity is ergo, the answer to change how your organization uses technology to deliver business value.

How Predictive analytics is useful in Digital Experience Monitoring (DEM)

By assisting companies in foreseeing and preventing problems before they have an influence on the end-user experience, predictive analytics plays a crucial role in digital experience monitoring (DEM).

Using predictive analytics, you can:

  1. Proactive Problem Detection: Predictive analytics can be used to spot possible problems with online services and applications before they have an effect on end users.
  2. Root Cause Analysis: The fundamental cause of problems affecting digital apps and services can be found using predictive analytics. Performance Optimization: Predictive analytics can be used to optimize the performance of digital applications and services.
  3. Personalization: Based on unique user behaviour and preferences, predictive analytics can be used to customise the user experience.

Predictive analytics may assist enterprises in enhancing the end-users digital experience by proactively recognising and resolving issues, pinpointing the source of difficulties, enhancing performance, and customising the user experience. DEM technologies provide IT teams with a variety of ways to communicate monitoring data, giving them the knowledge they need to boost user experience and increase digital performance.

Digital Experience Monitoring (DEM) entails watching how consumers engage with digital services and applications from beginning to end.

These popular technologies are helpful in DEM:

  1. AIOPS-based ITOPS tools: AIOPS (Artificial Intelligence for IT Operations) is a methodology that makes use of AI and machine learning algorithms to automate and optimise a variety of IT operations procedures. Organizations can improve service delivery, dependability, and availability by streamlining their IT operations with the use of AIOPS-based ITOPS technologies.
  2. RPA Tools: Software robots may automate routine, repetitive, and rule-based processes using RPA (Robotic Process Automation), a technology. Make sure that digital applications and services are operating at peak efficiency and delivering a flawless user experience, RPA can be used for Digital Experience Monitoring (DEM).
  3. Synthetic Monitoring Tools: To gauge performance and pinpoint problems with the digital experience, these tools imitate user interactions with digital services.
  4. Real User Monitoring (RUM) Tools: By tracking user engagement, performance, and behaviour, these tools track the actual user experience.
  5. Network Monitoring Tools: These tools keep track of network parameters including bandwidth, latency, and packet loss that support digital services.
  6. Log management tools: These programmes examine log files to find faults, security flaws, and performance issues that interfere with online activities.
  7. Application Performance Management (APM) Tools: These tools track the performance of applications and offer perceptions of the underlying causes of problems that affect the user’s digital experience.
  8. Cloud-based Monitoring Tools: These tools monitor the performance of cloud-based applications and services.
  9. Experience Management Platforms: By merging various data sources and analytical methods, these technologies offer a thorough approach to monitoring the digital experience.

For businesses that rely heavily on digital platforms to communicate with clients or do business, DEM is crucial. Organizations may raise revenue, decrease churn, and improve customer happiness by recognising and resolving issues that have an influence on the user experience. Organizations can proactively identify potential problems with DEM technologies before they negatively affect the user experience. For businesses who wish to offer their customers a seamless, high-quality digital experience, DEM is an essential step. Businesses can boost customer satisfaction, lower attrition, and boost revenue by employing DEM technologies to track, evaluate, and optimise the end-user experience.

If you have queries related to 𝘿𝙞𝙜𝙞𝙩𝙖𝙡 𝙀𝙭𝙥𝙚𝙧𝙞𝙚𝙣𝙘𝙚 𝙈𝙤𝙣𝙞𝙩𝙤𝙧𝙞𝙣𝙜, reach out to our in-house DEM experts. They are happy to hear from you on or

How Digital Experience Monitoring (DEM) tools help IT teams with monitoring data

Digital applications, websites, and services’ user experiences and performance are tracked and evaluated using Digital Experience Monitoring (DEM) solutions. DEM systems often offer a range of outputs, such as charts, graphs, dashboards, and reports, to communicate monitoring data to IT personnel.

Let’s examine different methods DEM products use to provide IT teams with monitoring data:

  1. Real-time monitoring: DEM technologies provide real-time monitoring capabilities, enabling IT teams to get the most recent data on how well digital applications and services are performing. IT staff may swiftly discover and resolve issues that might affect user experience with the aid of real-time data.
  2. Dashboards: DEM tools frequently include scalable dashboards that consolidate important performance metrics into a single view. The dashboard can be altered by IT teams to display the metrics that are most pertinent to their unique requirements and preferences.
  3. Alerts: When performance measurements drop below predetermined criteria, DEM tools can notify IT teams. As a result, IT personnel may proactively handle problems before they have an impact on users.
  4. Reports: DEM tools have the ability to produce in-depth reports that offer perceptions of the success of online programmes and services over time. Reports can be used to spot patterns, monitor advancements, and guide decisions.
  5. Integrations: To provide a more complete picture of digital performance, DEM technologies can interact with other IT products, such as APM tools. IT professionals can correlate performance data from many systems with the aid of integrations to pinpoint the source of problems.

Digital Experience Monitoring

Digital Experience Monitoring (DEM) to improve End-User Productivity

Digital Experience Monitoring (DEM) is a method that enables businesses to track and evaluate end-user experiences in real time. It gives IT teams the ability to find and fix problems end users could have with their digital experiences. This boosts workplace productivity.

We can utilize DEM to increase end-user productivity and below are a few use cases.

  1. Detect issues in real-time and troubleshoot them proactively before end users are impacted. DEM enables you to do both things. By doing this, you may avoid any potential downtime or productivity loss brought on by problems with the digital experience.
  2. Examine usage and performance patterns: DEM offers information on how end users are using digital resources, such as apps, networks, and devices. You can find any bottlenecks or inefficiencies that might be affecting production by analysing these trends.
  3. Compare performance to industry standards: DEM enables you to compare the digital user experience of your company to industry standards. By doing this, you may spot potential areas of weakness and make the required improvements to increase production. Monitor third-party applications and services: Many organizations rely on third-party applications and services to operate. DEM can monitor the performance of these applications and services and identify any issues that may be impacting end-user productivity.
  4. Improve the end-user experience: You can improve the end-user experience by using DEM. Because of this, customer happiness may rise, which in turn may raise productivity. You may build a setting that promotes productivity and efficiency by anticipating any problems and offering a seamless digital experience.

DEM is an effective technique for raising end-user productivity at work. Organizations can foster a productive and efficient work environment by proactively identifying and addressing digital experience issues, analysing performance and usage patterns, benchmarking against industry standards, monitoring third-party applications and services, and improving the end-user experience.

This article is a part of our 𝘿𝙞𝙜𝙞𝙩𝙖𝙡 𝙀𝙭𝙥𝙚𝙧𝙞𝙚𝙣𝙘𝙚 series. More to follow.

If you have queries related to 𝘿𝙞𝙜𝙞𝙩𝙖𝙡 𝙀𝙭𝙥𝙚𝙧𝙞𝙚𝙣𝙘𝙚 𝙈𝙤𝙣𝙞𝙩𝙤𝙧𝙞𝙣𝙜, reach out to our in-house DEM experts. They are happy to hear from you

Contactless Transactions: Digitally Transform your User Experience

As businesses are starting to reopen there have been some very important insights that have transformed a lot of things that we have thus far taken for granted. Speaking to our customers, partners and professional collaborators has given me some very crucial insights that are important for businesses to survive and thrive. I feel that technology can play a major role in putting those learnings and insights to work. It is a significant responsibility as much as it is an opportunity.  I’d like to reflect on one of the technological touch points that have the potential to transform businesses- Contactless Transactions.

Technology plays a very vital role in enabling businesses to perform and scale contactless transactions. This is an opportunity for us to evolve and scale rapidly.

Digital Transformation is pivotal to this evolution and thankfully there are mature products and robust technology platforms that help us achieve this. With CMS IT’s experience of driving Digital Transformation programs across industries we think three key factors are critically important in evaluating your digital technology partner/solution.

  • Modularity: Modularity is a very critical factor in building a digital transformation. Modularity enables you to shorten your go-live time as well as your efforts in building applications. The Industrial Revolution, if not anything has taught us the true importance of modularity.

In the auto industry, almost all the manufacturers make different parts at different places and then assemble them all. The delays in individual parts do not hamper or affect each other and supports innovative design. Programmers have been using modular design for a long time. The technology you choose should be completely modular to help you get the best out of your Digital Transformation quickly and efficiently.

Treating each block on its merits will always be easier than revamping the whole architecture. Intelligent Automation and Data Science/AI/ML can be applied across the application universe to improve usability, efficiency, and several other insights. Analytical insights can be utilized to identify the specific event’s impact on operations, products, and supply chains. Automation can be deployed across processes to define alternative pathways for people, goods, and services. The monolith approach to enterprise is quite old and a risky affair today. A modular approach allows you to be agile, scalable, easily adaptable, and upstream/downstream-compatible in terms of technology. As and when individual applications change bots can be reconfigured to work with the new ones. Data sets can be modified to cater to newer applications in the modular framework.

  • Equilibrium: After having taken a modular approach, this is the second most important factor to truly drive business for your organization leveraging technology. I would not open my laptop at home for most of the things that I used to open it for a few years ago. I can do everything using my mobile. Well, you might be thinking that we already have mobile apps developed. But the question here is, why do you want to maintain two different silos of production. One for desktop and another for mobile. Why not embrace a solution which enables you to develop at once and it takes care of the rest? This is truly important because a lot of common folks like me prefer transacting on the mobile on the go and this would be a very crucial factor in growing business digitally. Equilibrium is the essence of the world we live in. Not just the consumer-facing applications – a lot of your key work transactions can be enabled to work across channels. The challenges of enabling omni channel have been overcome by technology- however, the design of solutions for omni channel is a huge opportunity. A well designed omni channel solution with the support of optimum automation can be transformational.

  • Experience: Customer experience is more important than ever. Bad experiences result in unhappy customers who may look for other options. Experience, as they say, is king and therefore is to my mind the single most important factor in a digital transformation journey. When I say customers, I do so broadly. Your internal customers are included, and, in a sense, your suppliers are your customers too.

Take for instance, the insurance industry that has a lot of regulatory procedures that are a load on the customer. If the company has gone digital and the customer goes to your website and you have lengthy forms online that she/he needs to fill to get a policy. It would be better if there are options that make similar transactions minimal- this could be an example of experience as a differentiator. I remember the experience tilting my buy decision in insurance, groceries, and in endless other transactions.

A fabulous customer experience truly has the power to influence consumer minds and several organizations have done it already. A technology enabler that easily empowers you to give your customers an incredible experience is key!!

A robust digital platform can provide the data required for analytical insights into optimizing the efficiency of supply chains, identifying automation touch points, and minimizing physical contact touch points in the business. The experience layer is combined with the contextual data that is progressively improving the ability for us to respond to the user priorities. The final win for digital experience and indeed for automation and data science is the success of the transaction. More importantly, the resultant customer experience is a function of the transaction success and transaction experience. With a combination of intelligent automation, data science, and digital experience we have the tools to move the needle with internal and external stakeholders.

Practice Manager - Digital Services