Actual Experience enables Service Providers and their Enterprise clients to proactively manage the user experience for an entire digital business of a business. We help our customers transform inconsistent digital services, common to our personal experience of most business and consumer applications today, into consistent, reliable, productive, high quality digital services.
Every day you hear about a new innovative technology or trend that will revolutionise our lives and transform how we do business. Organisations are rushing to acquire these digital solutions, fuelled by the promise of higher productivity and stronger business performance. The thing is, even when employees and customers have access to these supposed game-changing solutions and technologies many find that the overall user experience is inconsistent causing frustration and productivity issues.
Companies now operate very complex digital ecosystems made up of numerous networks, data centres, platforms and applications, many of which they don’t own. Most tools tasked with monitoring this ecosystem only focus on one part of the chain (a business, a technology, a network etc) and the technical performance of this particular element. This leaves businesses guessing when things go wrong, making any improvements time consuming and resource intensive to achieve.
To overcome this challenge a change in perspective is needed – businesses need to assess the performance of their entire system through the human experience lens.
Here at Actual Experience our powerful analytics tool prioritises human experience over technical performance. Central to our analytics is the Digital Quality Score, which provides a measure of the human experience of a digital service. This is a reliable proxy for the answer businesses would get if they asked their staff and customers to continuously rate their experiences of digital services.
Once we understand the human experience of a digital service, our patented technology automatically performs millions of calculations per minute to correlate the cause and effect of this experience, providing visibility of any responsible supplier / technology that may be having a detrimental impact the human experience of that service.