Whether it is technology, healthcare or retail, all sectors heavily rely on digital technology. Browsing products and purchasing them, booking appointments, saving data on the cloud – all these are made possible due to high speed internet.

“Smooth and fast running servers are important for companies to effectively go about their operations. But equally important is the online experience of their customers while dealing with them.”, added Bahaa Al Zubaidi.

Importance of Customer Experience

In the last few years, the biggest companies in the world have increased their IT budget from 20% to 60%. All this to ensure that the customers have a good online experience.

Fast internet speeds makes the implementation of changes quick. That is exactly what customers expect from companies – having their demands implemented quickly. This is the reason so many companies want their hands on user and customer experience data. Real-time and honest reviews at different stages of developments can help organizations strategize accordingly. It also reduces the risk of failure.

But technological advancements act as a double-edged sword. The more integrated and sophisticated the internet networks and applications become, the more the customers expect from them.

5G Network and Personalization

These days user experience heavily depends on the degree to which it can be personalized. Every application is customizable to the preferences and likes of a user. But this ability to personalize was till now limited to applications alone. Networks had no such feature. They simple transferred data to-and-fro.

5G is here to change that. Thanks to this technology, networks are becoming programmable and virtualized. In fact, many new apps are designed to run on 5G, optimally. A metric called QoE (Quality of Experience) sets the standard for applications. Understanding its own needs and assessing its own bandwidth requirement are now the needs of all applications. Companies are testing their applications on 5G to check for end-to-end experience.

Digital Assurance

Companies need to implement QoE if they want to increase their brand and application. Simply being “good” is not enough. Customers need digital assurance – the promise that organizations will deliver great innovation quickly. But digital assurance alone is not enough. It needs to be paired with VOC (Voice of Customer). VOC is a combined database of user expectations and their experience.

During testing, both expectations and experience can be stated. This also includes things customers would not think of (like applications which use more phone battery). Digital assurance is not unidirectional. Tools like digital experiencing monitoring is necessary to report real-time metrics on experience.

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