Can data really improve my digital experience?
When we talk about experiences in life, we think of many things: the last holiday, the view in the morning as the sun rises, the birth of a child or the death of a loved one or even the meal at the restaurant that we had always wanted to visit. Memories like these drive us to want to experience more, to seek new adventures, to see a new country or city or to try the meal at the famous Michelin star restaurant.
So how do you plan your next big experience like a holiday? Do you probably take a look at TripAdvisor or a similar website service? If most of the people are saying that the hotel is great and kid-friendly and the food is great, you're more likely to try to it.
Personal experiences aside for a moment, I attended and presented at the 2nd Atos Experts Convention in Madrid in September 2019. A fantastic and valuable event bringing over 400 recognized Atos technology experts and partners together. The convention aims to boost innovation, to enable our clients to solve new challenges and create new opportunities.
My presentation was about predictive analytics and how we can use data to make better and more informed IT decisions and learn from the personal experiences we get when using apps like Uber, Google Maps or IoT type tools and sensors which have raised our expectations and demand high standards, and translate them to our professional experiences in the services we deliver.
Data is a valuable commodity, and we have services that gather data and allow us to deliver a much more proactive service to our customers, as well as learning from those insights, we can measure our progress and success. We can measure our services by means of experience level agreements (XLA), by scoring the experience when consuming services and by the users' sentiments.
We take the most important composite areas that make up the user experience on their endpoint device. So we see how the hardware is performing, what the overall stability is, how long does it take to boot and then roll them all into an overall score pictured above. Each one of those composites are also made up of different data points which we score and average, so this not only gives us insights as to what is going on from the users perspective, it also acts as an early warning system so we can be proactive when we see deviations to the score or downward trends. This brings advantages twofold, we can measure the user experience and drive service improvement, and we can move from reactive support to one that looks to fix before the user is impacted.
We can benchmark the starting position and then create action plans to drive up the quality of service, but also contract with our customers that our services achieve the high standards required, driving us to improve the quality over time. We can take this information from multiple data sources, giving a unique view and the ability to then benchmark per customer, per industry, per country to really give us the insight we need and for our customers to collaborate with us - experience management needs a commitment from all stakeholders.
This is a step in the right direction, and we are continuing to look at use cases where we can use machine learning more taking the proactive model and the data, coupled with the user sentiment and the historic data to try to get a model to predict things like hardware failure with a high degree of probability, or potential of poor experience and mitigating against it automatically. It’s taking the trip advisor type approach to the next level - it's our proactive experience engine if you like, taking experience management another step forward.
Imagine the doorbell ringing -a courier with a new laptop and mobile device - nothing ordered, totally unexpected, with a message saying please start to use them as soon as possible as your existing devices will fail in the next few weeks…What a great service!
As consumers, computers will help make more decisions for us in the future - from autonomous cars, grocery orders planning your meals for the week, work priorities. In its simplest form, it's our sentiment coupled with data collected and a probability calculation that will determine most of these…. Are you ready?
"Dear Mr. Stokes, based on your previous holidays and experience, we are pleased to tell you we have booked your next vacation for you and your wife, full details will be made available on receipt of the deposit being received. We know you are going to have a fabulous time!"