With technology evolving at a breakneck pace, the future of application maintenance is being redefined by a new emphasis on Total Experience or TX. This approach transcends traditional measures of user satisfaction, uniting insights from customer and employee experience and operational efficiency. Organizations are recognizing that a holistic strategy not only enhances application performance but also fuels innovation and growth. To delve deeper into these transformative trends, Chris Pickard, Executive Vice President at HCLTech, provides his insights on the changing dynamics of the industry and what businesses can anticipate in the coming years.
Pickard emphasizes that organizations face four key challenges in managing the complexities of application maintenance. The first revolves around the concept of Total Experience. "How are we meeting the users where they are?” he asks, highlighting the diverse perspectives of users, from procurement managers to CEOs. Each stakeholder interacts with applications differently and understanding these varied experiences is crucial for effective application management.
The second challenge is integrating telemetry and business metrics. Organizations need to transition from viewing application maintenance as a commodity to leveraging it as a strategic asset. “How are we bringing telemetry and business metrics together to provide value back to the business?” He points out the importance of data-driven insights in enhancing operational effectiveness. By combining these elements, organizations can transform their approach and offer more tailored solutions that resonate with the specific needs of their users.
Transformation constitutes the third pillar. As companies adopt DevOps practices, they must rethink their operational models to achieve better outcomes. “There’s a lot that has to happen as people move to scale,” he notes, stressing that this development itself adds a layer of complexity. The move to a DevOps environment often requires a cultural shift within organizations, which can pose additional challenges but ultimately leads to improved collaboration and faster delivery cycles.”
In the end, efficiency remains a top priority where cost optimization is vital, and organizations are actively seeking best practices and automation to streamline processes. “Driving those best practices and automation, instant reduction, reducing meantime to resolve are all pretty efficient pieces that we’re in,” he states. This focus on efficiency not only aids in cost management but also enhances the overall quality of services provided to users.
The role of Total Experience
Delving deeper into the total experience framework, Pickard explains its significance in application management. “We have to take customer and employee both into account,” he asserts, referring to their experiences. Poor application performance can directly affect customer satisfaction, which in turn impacts a business’s bottom line. By understanding the interconnectedness of these experiences, organizations can enhance their overall service delivery.
He highlights that organizations must also consider the psychological aspect of user interactions. “Every user experiences the service in different ways,” he explains, noting that the emotional response to an application can influence overall satisfaction. This perspective highlights the need for a comprehensive understanding of user journeys, ensuring that every interaction contributes positively to their experience.
Prioritizing business observability allows companies to comprehend how application performance affects user interactions. “By understanding that in that business process and bringing business observability, we’re able to have that Total Experience,” explains Pickard. HCLTech’s recently published Total Experience research report offers further insights into their strategies for managing large-scale applications, providing a framework that other organizations can adapt to.
Balancing cost optimization with user experience
Balancing cost optimization with user experience is a critical challenge for organizations today. As businesses strive to reduce expenses, they must also ensure that their applications provide seamless, engaging experiences for users. Achieving this balance requires a strategic approach that integrates efficiency measures with a deep understanding of user needs.
When it comes to maintaining cost optimization without compromising user experience, Pickard highlights the role of an industrialization framework. It allows for collaboration across teams to drive efficiency and best practices. “The industrialization framework is the key for service innovation which leads to maximization of value being delivered to the client” he notes.
An experience and efficiency partner works closely with each account to ensure that the specific business case of the customer is met. This partnership focuses on understanding the customer’s objectives, such as incident reduction and operating model transformation, while also keeping the user experience in mind. He explains, “They’re able to bring those learnings for each of the clients and help elevate the service.” This collaborative approach not only strengthens client relationships but also fosters a culture of continuous improvement within the organization.
The role of AI and automation
AI and automation are critical components in modern incident management strategies. Pickard points out that automation has evolved significantly, from basic scripting in mainframes to advanced AI systems capable of making informed decisions. “We’re getting to AI, where it’s making more decisions on its own based on past history,” he states. This evolution has led to a paradigm shift in how organizations approach problem-solving and operational efficiency.
“AI is starting to accelerate the transformation of organizations,” he explains, highlighting how well-structured AI frameworks can drive next-best actions in incident resolution. This not only expedites issue resolution but also leads to cost savings, aligning with organizations' objectives for efficiency. By leveraging AI, businesses can enhance their predictive capabilities, allowing them to anticipate issues before they escalate and thereby improving overall service reliability.
However, he cautions against the unregulated use of AI. “If you go too far and you haven’t set up all the right controls, you could create more harm than good,” he warns. Responsible use of AI is paramount for effective operations, ensuring that organizations can harness its benefits without encountering unintended consequences. This balance between innovation and caution is vital for maintaining trust and reliability in application maintenance.
The future of application maintenance will be defined by organizations' ability to adapt to new technologies and methodologies while maintaining a keen focus on user experiences. As businesses continue to prioritize total experience, those that embrace this comprehensive approach will likely outperform their competitors.
