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January 31, 2024 - by Brett Sharp
The old maxim rightly or wrongly goes, “What gets measured, gets managed”. When it comes to digital experiences, what needs to be measured continues to increase. Each department or team typically has its own measures – from product, tech, UX, CX, marketing, etc. – and these continue to exist across digital experiences in the hope of understanding customer experience. However, this compartmentalized approach leads to siloed thinking, where each team scrutinizes digital experiences through its specialized lens. This can often lead to overlooking the overarching issues and hindering a complete understanding of the customer journey.
Regardless of the tools used, the primary purpose of analytics is the quantification of user behavior. To do this, you need to:
Continuous Experience Optimization (XO) is a service that combines the best parts of customer intelligence and insights, design skills, and low-cost development to optimize digital experiences continuously. But the question you may ask is, who in the organization would want such a service and why?
Let’s talk about a few of the potential users of the solution.
In the dynamic role of a Product Manager (PM), the challenges extend beyond overseeing the product roadmap; collaboration across teams and departments is integral for successful product/service enhancements. The XO solution is a strategic ally for PMs, offering a streamlined approach to identifying and prioritizing impactful issues. With XO, PMs can efficiently collaborate with design and technology teams, leveraging their expertise to design, develop, and implement fixes swiftly. Below is a typical profile of a Product Manager.
Experience the power of XO – where collaboration meets efficiency, and your product evolution is guided by insightful data. Our XO solution ensures you stay informed on the success of implemented fixes through comprehensive reports, empowering you to make data-driven decisions. For those without a dedicated product manager, our team stands ready to assist, managing the current experience and navigating your product roadmap on your behalf.
Specific services PMs could benefit from our XO solution include:
In the intricate realm of User Experience (UX), teams often find themselves diverted from the creative process of designing new features due to the time-consuming task of identifying and resolving issues. The XO solution presents a transformative service that streamlines this process, enabling UX teams to pinpoint issues and make informed decisions on resource allocation swiftly. Here is a standard profile of a Senior UI Designer:
With XO, you can choose whether to dedicate internal resources to the fixes or leverage our expertise for outsourced design solutions. You no longer must face the dilemma of leaving a broken experience unattended or delaying crucial project timelines. We offer a pool of skilled UX, creative, copywriting, and UI design talent, preventing the depletion of your team members from ongoing projects. For those without an in-house creative studio, we’ve got that covered, too.
Specific services UX teams could benefit from our XO solution include:
In the realm of Information Technology (IT), resources are a precious commodity, juggling infrastructure maintenance, application upkeep, and implementing major initiatives and product releases. Yet, directing your highly skilled IT professionals to discern whether a recent issue is a significant bug or a minor anomaly can drain time and expertise. This consumes valuable resources and hampers their potential application to more revenue-generating or strategically significant tasks. Here’s a regular profile of a Technical Project Lead:
The XO solution presents a remedy, offering a streamlined approach to understanding customer behaviors, evaluating enhancement priorities, and optimizing development resources. With XO, your IT team can redirect their focus to initiatives that drive revenue and strategic success.
Specific services IT teams could benefit from our XO solution include:
In an era of abundant choices, companies are required to deliver value to customers that goes beyond mere product or service quality. According to 53% of consumers, the experience a company offers matters as much as the products or services they offer. With changing customer behavior, it is important to stay abreast of the changes and adapt strategies accordingly.
If you believe your organization could utilize Continuous Experience Optimization, contact us to elevate your customer engagement game today!
Original Article posted on Macquarium, Inc.
Brett Sharp is the Senior Director of Customer Experience at Synoptek, bringing over 22 years of relevant experience to the position. As a CX Strategy & Design executive, Sharp defines and scales the corporate vision, aligning strategy and managing execution in addition to enhancing the team's competency to deliver a consistent and elevated customer experience. Using an analytical, results-oriented approach, he helps develop successful programs which effectively reduce attrition, improve profitability, and serve as the foundation for sustained revenue growth.
Thought Leadership