Companies that are winning in the digital world each have a common characteristic – they deliver simple and easy experiences that delight their customers.

This doesn’t happen by accident. Each of these companies have created customer-centric business models in which they analyze and act on behavioral and sentiment data to simplify customer-facing processes and optimize the customer experience.

For organizations undergoing digital transformation, the impact on IT teams can be significant when operational processes are not optimized to support the always-on experience that customers expect. This requires IT organizations to maintain and manage infrastructure and systems while rolling out enhancements and upgrades in near real-time to ensure that there’s no impact on customers.

When unplanned downtime for systems maintenance arises due to changing customer requirements, it can drastically reduce operational efficiency – and degrade the customer experience – especially for less digitally mature organizations.