How Human Experience Management helped
A Human Experience Audit assessed the company’s digital ecosystem and provided actionable evidence to key decision makers, objectively identifying that the migration of their hosted services from private to public cloud was the direct cause of productivity loss and negative brand impact. The problem was addressed, by migrating back to their own private cloud, that was shown to offer a better experience and normal service was restored while damage to both their brand and that of their customers was mitigated.
Why is this important
Had the company discovered AE at a more opportune moment, they would certainly have deployed the company’s Human Experience Protection service prior to their transformation. HXP assesses the future state of a company’s digital infrastructure in the scenario of a digital transformation, de-risking a migration by showing whether the human experiences of services will improve or not and suggesting areas to review prior to migrating.
To ensure the quality of experiences going forward, the company rolled out AE’s Human Experience Improvement service. An ongoing assessment of the digital ecosystem that delivers monthly reports to show exactly where to focus resource to improve the human experience and eradicate lost productivity.