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2016 Business Transformation & User Experience Trends

Why Visibility into the End User Experience Matters

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“Managing enterprise change with

visibility into how the initiative directly affects the end user is the first step to overcoming these barriers to success.”

- Mike Marks, Chief Product Evangelist, ATERNITY

Aternity surveyed more than 200C-level executives, IT Directors, and IT Managers in order to better understand thetrends and driving forces behind major business transformation initiatives and how

these relate to the need to improve the End User Experience.

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98% say End User Computing/IT Convergence is driving the need for better end user/workforce visibility, followed closely by Mobility/Cloud management at 85%

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Virtual Desktop

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Among the various initiatives driving the need to improve visibility within an organization,

of survey respondents put “Customer Experience/ Customer Intimacy” at the top of the list.

34%

Additional drivers behind the need to improve visibility within an organization which ranked of equal importance were VDI, Cloud, Mobile (15%), GRC (Governance Risk and Compliance) (15%), and Process Automation (15%).

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No matter what industry you’re in, if you do not have the insight into how long it takes your tech-dependent workforce to perform simple business transactions and activities as they interface with customers on the frontlines (POS, EHR, CRM, etc.), you cannot as effectively improve the customer experience.

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The majority of respondents said the biggest cause of frustration when addressing workforce productivity issues is determining the source of a performance issue,

(34%) and finger pointingbetween departments (26%)

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Survey respondents said up to

83% of the time spent addressing an end user’s complaint is consumed trying to figure out what the issue is rather than solving it or preventing it.

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Half of survey respondents said if they could improve their current monitoring toolset in 2016, they would opt to improve their EUEM(End User Experience Monitoring) capabilities

followed by workforce productivity

(20%)(29%)

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62% said enabling a mobile workforce in 2016 is a business critical initiative, compounding the need for greater workforce visibility

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Just as the customer is at the center of omni-channel, the

end user (your workforce) must be at the center of the

performance monitoring strategy, across all applications

and devices.

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The common theme on overcoming the barriers to business transformation?

Visibility and insights into the

right dataat the right time

for the right person

throughout the enterprise.

It’s no longer enough for IT organizations to react to operational issues based on

isolated incidents and anecdotal evidence.

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Want to Learn More?

Download Business Transformation & User Experience Trends Survey Brief: http://www.aternity.com/survey_brief8

Contact Us | Let’s get together and discuss your unique business and IT environment and strategic initiatives relating to your omni-channel strategy:http://www.aternity.com/company/contact-us/

Qualify for a Free Aternity Product Evaluation | If you’d like to see the benefits of Aternity in your own environment, register to qualify for a product evaluation: www.aternity.com/trial

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United States Aternity, Inc.200 Friberg ParkwaySuite 1004Westborough, MA 015811-508-475-0414

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