How Service Intelligence drives (digital) customer satisfaction

Jun 21, 2022
Written by Davinsi Labs

During the past few years, it has become very clear that digital transformation is going at full speed. In a previous blogpost we mentioned that the pandemic accelerated the shift towards a digital world and exposed shortcomings in customer experience.

The customer journey has shifted from an offline to an almost entirely online experience. If your digital journey doesn’t satisfy the customers' needs, there’s always a competitor lurking around the corner to drag them in. For companies, monitoring, observing and analyzing data at the speed of light has become crucial to keep up with the fast-changing digital reality. At the same time, this digital acceleration also entails that IT infrastructure has become more and more complex.


Turning digital transformation into your biggest asset

The analysis of technological processes, big data, performance and user satisfaction is incredibly valuable and has become a key element of IT operations analytics. Monitoring customers’ digital experience and mastering observability help you to further optimize your processes, making sure to keep your customers happy and loyal to your company. But many companies still struggle to gain the insights they need into their infrastructure, digital processes and user experience and satisfaction in order to grow their business.

At the heart of this challenge lies the importance of monitoring and analyzing your IT infrastructure and processes as well as your digital services and customer satisfaction. 
Companies need to invest in the right Technology Monitoring and Application Insights Services in order to turn the digital processes and customer journey into an asset.


Dealing with increasingly complex technologies and infrastructure

As technology evolves, more and more systems have become interconnected. Managing this volume and variety of technologies is essential when trying to keep up with the digital evolutions and increasing customer expectations.

Monitoring your IT infrastructure helps prevent errors, outages or network and configuration issues. Monitoring this infrastructure requires centralized and observable data, as well as machine learning and artificial intelligence to automate manual repetitive tasks. This allows teams to focus on tasks which machines can’t do, such as creative problem solving or upgrading existing technologies.         


Service Intelligence: a holistic approach

However, your IT infrastructure is not an isolated matter. Companies need a holistic and integrated approach when it comes to monitoring and analyzing technological and digital processes.

Every company knows that customer satisfaction is a work in progress. Always and everywhere. This means you also need to know how your services are doing, have insights into what’s working well, what isn’t and what needs to be changed. And you need to do it fast. Yet, not enough companies know whether a service is working from start to finish in accordance with the (high) expectations of the user.    

Service Intelligence helps companies to turn these enormous and continuously growing volumes of data into an advantage by combining big data science, machine learning and automation. Service Intelligence analyzes and optimizes processes and services in order to deliver the best possible customer experience. It enables you to keep your customers happy while continuously improving their customer experience.


Service Intelligence is made up of three key pillars:

  1. User Analytics: you need to analyze live data of user activity in order to know if services are working properly, or to take action if necessary.
  2. Automation: by monitoring and automating corrections, you can react faster and prevent negative user experiences.
  3. Full stack/service map: to measure whether your digital service is operating correctly, you need to identify and map the different components, parameters and their interrelationships. By keeping this overview, errors can be detected and solved immediately in order to minimize the impact for the customer.


Investing in Service Intelligence means investing in the right Technology Monitoring and Application Insights Services. It’s the only way to continuously observe, engage and enable automated actions when necessary. It’s a priority for any company wanting to keep up with the rapidly evolving data volumes, technologies and customer demands.       


Observability as a key driver to improve customer experience

The essence of Service Intelligence is to optimize processes and services and to deliver a high-end experience for the users of your digital services. And the key is to go beyond that technological monitoring. Companies need to make the shift to observability. This means digging deeper into errors or deviations in the user experience and digital journey. Mapping the different components and looking at interrelationships. It’s how we analyze why something is going wrong, what’s causing the problem and how it might be related to other processes.    

Observability is a necessity to get the most out of your Service Intelligence efforts. And the payoffs are significant. Investing in observability facilitates problem detection and resolution, increases hybrid visibility and leads to better alignment between different IT and operational teams and processes. Moreover, it speeds up app development and deployment.    

Evidently, you need to have the right skills and knowledge on board to keep up with this complex system of interconnected technologies. This integrated services approach ensures a holistic overview and analysis of your infrastructure, processes and services. Allowing you to deliver high-quality digital experiences and achieving higher customer satisfaction.



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