Quality Assurance for quality care: A healthcare perspective

Contributed by Cigniti Technologies

The rate of adoption of digital solutions in the healthcare sector has expedited in the last few months, courtesy the global pandemic, severe shortage of healthcare professionals, and high volume of incoming patients.

The healthcare institutes are compensating for the low doctor to patient ratio by deploying sophisticated digital health platforms and advanced medical devices to maintain the same level of quality while attending to those in need.

The pandemic has disrupted the normal ways of doing things, from how we engage in social events to how we get treated for a simple flu. Several healthcare organizations cancelled all the elective procedures and stopped attending non-critical patients amidst the rising number of COVID-19 cases.

In such a situation, embracing the path of digital transformation remained the only resolution to maintain the ideal equilibrium between the healthcare practitioners and the patients.

Despite the fact that the journey of healthcare on the path of digital maturity has been really slow, it has garnered the necessary speed due to the situational circumstances.

However, amidst all the chaos and the hastiness to achieve a ‘normalized’ version, it is important not to compromise on the quality of care, and that is where Quality Assurance comes into the picture.

Healthcare software solutions need to be thoroughly tested end to end from the multiple aspects of performance, functionality, security, privacy, and regulatory compliance.

A groundbreaking medical devices company leveraged end-to-end quality engineering services

An innovative medical device company, dedicated to making the lives of people with diabetes and similar conditions easier, offers a unique alternative to traditional insulin delivery methods for people with insulin-dependent diabetes through their proprietary insulin management system.

With the objective of simplifying and customizing delivery of complex drug regimens, the client is focused on innovating groundbreaking medical device technology and improving the overall quality of life. Since the technology and device developed is first-of-its-kind, a novel approach to test it was required. This involved multiple types of testing including the formal Design Verification (DV) testing using both Manual testing & Test Automation for various mobile applications & devices, as also the Medical devices.

They were looking for an organization that could provide a robust framework for integrating software, mobile devices, and medical devices. As the devices were based on the emerging technologies, they lacked test processes and artifacts. They also required certification tests to be conducted to ensure that their device is compliant with the standard protocols and interfaces.

The client chose Cigniti for our deep experience in the emerging technologies and in executing end-to-end mobile application testing to ascertain seamless performance across multiple devices.

The Cigniti team automated the end-to-end testing environment utilizing our Robotics-assisted test automation solutions. We implemented a shift-left strategy and utilized in-sprint test automation for testing the functionality and monitoring the performance and security of the application across devices. We set up a robust test environment to conduct end-to-end testing of the mobile apps, insulin administration devices, simulators, etc.

We implemented QA best practices and process framework across STLC to streamline the testing processes and ensure delivery of continuously high-quality products for the client. Our precision regression testing approach drastically reduced testing time by more than 50% and accelerated time-to-market.

Read the complete success story.

To reach out to our healthcare and lifesciences software testing experts, schedule a discussion with us today.

How testing IP can offer desired business outcomes in digital transformation

Contributed by Cigniti

Digital transformation is an ongoing journey. It is an initiative in which an organization evolves its business processes, business models, and organizational culture to adapt with a digital-first mindset.

Digital transformation is about continuous learning and applying the lessons for continuous improvement. What used to be a slow and steady journey of constant feedback and evolution, has turned into frenzy with the COVID-19 pandemic.

As a result, in response to the changing competitive, regulatory, and consumer landscape, organizations are employing a band aid approach to digitization, leading to short-sighted solutions and failed transformation efforts.

The average digital transformation stands a 45 percent chance of delivering less profit than expected, suggested a McKinsey research.

Diego Lo Giudice, VP & Principal Analyst at Forrester says –

“There’s a connection between the different transformations and digital excellence. For example, what is it that makes a digital transformation successful? It’s software, and it’s the way you build, deliver, deploy, test and do all that to the software. There’s a need for excellence, which we haven’t fully mastered yet. Today, many are just scratching the surface in terms of the advanced practices of Agile and DevOps.

There are three aspects to digital transformation that Diego suggests:

  • Businesses must master digital to stay in business
  • Software powers the digital experience
  • Software execution excellence equals business execution excellence

These three inter-laced aspects of digital transformation points to the necessity to employ mature software testing processes to test more, test better, test faster, and test smarter.

The key to successful digital transformation is continuous testing that leverages next-gen smart automation technologies to deliver quality at speed in every release.

IP-led testing services

Kalyana Rao Konda, President at Cigniti Technologies, elaborates on the key components that organizations must master to successfully make the digital transformation effective –

“When it comes to the role of testing in the context of digital transformation we have to approach it from two different aspects – one is the skill set and another one is the mind set. As more and more organizations are moving towards digital transformation, the aspects of early testing and utilizing test automation in an optimum manner are very key components.

BlueSwanTM – the next-gen software testing platform

BlueSwanTM, the next-gen proprietary software testing platform developed by Cigniti, is a composite suite of varied testing frameworks in which each platform is tailored to serve a range of challenges that organizations might face. It aligns the organizational goals with the prevalent trends, assures optimal performance of your chosen framework through continuous QA, and accelerates the migration process with its intelligent proprietary tools. It fortifies our IP-led software testing services approach along with the Cigniti 4.0 services and domain-centric approach for offering world-class testing services to business across the different verticals.

Cigniti & Forrester are coming together for our upcoming webinar on “Delivering business outcomes in Digital Transformation initiatives leveraging Testing IP”. Register to save your spot and listen to the two industry leaders offer a detailed understanding on the utilization of testing IP to achieve digital excellence.

Read the complete blog here.

The need for Next-gen technologies in the BFS sector

Contributed by Cigniti

With user experience as the central purpose of the transformation, the BFS industry is gearing up and accelerating the digitization of their core operational activities.

As per a report, 75 to 80 percent of transactional operations (e.g., general accounting operations, payments processing) and up to 40 percent of more strategic activities (e.g., financial controlling and reporting, financial planning and analysis, treasury) can be automated. The BFS digital transformation is being propelled by the introduction of next-generation technologies including Internet of Things (IoT), Artificial Intelligence (AI), Machine Learning (ML), Big data & Analytics, and Smart contracts.

Although the COVID-19 pandemic has forced the sector to take immediate measures for ensuring that everything is running smoothly, the transformation is still a high priority and is expected to be addressed as soon as the situation normalizes.

The Everest Group, in their recent article about the impact of COVID-19 outbreak on the BFS sector, suggested, “As an immediate response to the current situation, designing and executing customer assistance programs should be the top priority for BFS firms. In the medium term, the firms’ focus should gradually shift to modernization of legacy systems that slowed down banks’ agility and ability to respond to this crisis. Post COVID-19, BFS firms will need to reimagine their products, pricing, and channel strategies to fulfill evolved customers’ expectations.”

The next-gen technologies coupled with DevTestOps and Quality Engineering practices enable the industry to deliver quality services at speed. We talked about the integration of banking and financial services sector with these advanced technologies for leading them on the road of innovation, productivity, and user-centricity in our new blog. Read it here.

In our very first Virtual Round Table Conference, we have gathered four eminent industry leaders who will talk about how exactly the next-gen technologies help the BFS sector realize quality at speed. Join Ritesh Jain (COO, CTO, Former Head of Digital Technology at HSBC), Dr. David A. Bishop (CEO & Founder at Agile Worx), Avik Ganguly (Director of Engineering, DevOps, & Quality at London Stock Exchange), and Nanda Padmaraju (Senior Vice President at Cigniti Technologies) as they engage in an insightful discussion about the adoption of next-gen technologies in the Banking and Financial Services sector. Register for the virtual conference now to get your free access.

Implementing Test Automation, the right way.

Contributed by Cigniti Technologies

The most sought-after outcome that organizations are looking for is quality at high speed. This outcome has become more of a necessity with the ever-changing market dynamics leading to fiercer competition and shortened customers lifecycle. Automation presents a practical as well as a viable way of fulfilling this dual need for quality and speed. There are several promising benefits of automating your tests and overall software development life cycle, including accelerated time-to-market, higher productivity, reduced costs, and better efficiency. However, it is important to get the implementation of test automation right for reaping these benefits. As a matter of fact, more organizations have failed than succeeded in their test automation efforts.

Before you take the plunge in your organization, you should follow these best practices to ensure a successful test automation implementation:

Begin with why

When test automation is supposed to bring all those benefits of shorter release cycles and better efficiency, why do organizations fail at reaping them? Wasn’t test automation supposed to be the ultimate cure-all elixir for the time-consuming and expensive manual testing – a magic potion to heal all the testing issues?

The answer to these questions is both Yes and No.

Yes, test automation is supposed to empower your organizations to perform faster and quality deliveries at much lower costs. But no, it cannot fix what is already broken. This means, that if your manual test cases, test data, test suite, and test environment were incapable of performing the Quality Assurance part effectively, then automation will just reflect those incapabilities in a really fast pace.

Before you get your automation wagon into gear, it is necessary to take a step back and find out WHY do you want to automate, WHY do you need test automation, WHY would automating tests would be able to do what manual tests could not. Having clarity of vision and objectives for test automation will help you develop an effective plan that will deliver the outcomes that you are hoping for.

Then go on to what

When you figure out the why part, the next step is to learn the ‘What’ of test automation in your organization. Understand what is it in your testing processes that you want to automate. And, automating everything is not the solution.

Ideally, you should automate those tests that are highly repetitive and are required to run for multiple builds. Tests that need multiple data sets, have a low risk tolerance, are very demanding in terms of hardware and software configurations, and require a great deal of manual testing efforts make for the suitable candidates for automation.

Additionally, also determine the type of tests that you want to automate – whether it is only unit tests and GUI tests, or functionality tests and others. It is highly critical for test automation to be successful that you carefully prioritize the tests that need to be automated. Otherwise, you might end up with a really fast testing cycle with no substantial results.

Talk about how

The next logical step is to figure out how will you automate. Choosing the right tool for automation is as important as choosing the right tests. You should pick a tool that supports your existing technology and platforms. If the selected tool is something that performs the job with the greatest efficiency and your team is already familiar with it – nothing better than that. The tool should be rich in features while allowing the testing team to create automated tests easily. It should be able to create automated tests that are reusable and easy to maintain. The automated tests should not fail if there is a change in the application’s UI.

Cigniti’s test automation methodology (and team) is well accustomed to Agile and DevOps environments ensuring consistent ROI during the entire software development lifecycle. Our test automation experts implement automated test suites with a focus on long term utilization of the suites.

Building a truly Agile enterprise with QA

Contributed by Cigniti Technologies.

The clarion call to embrace digital transformation is accelerating the pace of software development. Development teams are under pressure to deliver software quickly in response to increasing customer demand. However, going to the market as a first-mover can backfire if your software is not quality-compliant. In a technology-driven world where customer experiences have become the final differentiator in staying competitive, QA is integral to the development pipeline. If your enterprise is not delivering digital experiences of high quality, you risk becoming alienated from the end-users. Further, your market reputation can be damaged and market share lost should your software turn out to be bug-infested. Surprisingly, to beat the competition, enterprises often resort to transforming their software development and delivery processes without prioritizing software quality assurance.

As a result, QA teams are often stuck with ineffective and legacy solutions that are part of the waterfall model. So, as long as enterprises use the waterfall model, their digital transformation journey is bound to remain incomplete. This is due to the fact that in the traditional software development process where software QA testing is done at the end of development and integration, there can be issues galore. The reasons for the issues to remain entrenched in the software are as follows:

  • In the waterfall model of quality assurance and testing, bugs often remain unidentified due to the constraints of manual testing.
  • Since manual testing is taxing for the software quality assurance services, especially concerning repeated regressive testing, testers can falter in testing every piece of code.
  • The scope of testing gets reduced, especially when it comes to testing the code on a slew of platforms, browsers, devices, and networks.
  • In case any bugs are identified, the cost and time required for their removal can be huge. This is because the process would then entail unscrambling the integrated software suite to reach the right bug-infested unit.

To overcome the inadequacies of the waterfall model, enterprises should adopt the agile testing approach. In this, the software development process is shifted left wherein QA is conducted alongside development and not afterward. Let us understand the process better and find out as to what it takes to build a truly agile enterprise with QA.

What is the agile testing approach?

In agile, enterprises aim at becoming robust and flexible to prepare for unexpected events, challenges, or even opportunities. It incorporates policies and procedures that are focused on driving speed and transformation. This way enterprises can achieve continuous delivery of quality software products and services, quickly and consistently.

Any agile testing service has automation at its core. It helps testers by allowing a test automation suite to conduct repetitive tests saving time and cost in the process. Moreover, since the test automation suite can run tests under various test conditions for any number of times, the chances of identifying bugs are significantly high. Besides, running test automation can release manual testers to be deployed for other critical jobs.

How to build a truly agile enterprise

Agile can truly be transformational, provided it follows certain procedures. Let us discuss them in some detail.

Involvement of stakeholders: Since every organization follows a typical ‘work culture,’ which may not be congruent to the agile scheme of things, stakeholders must be taken into confidence. This is important as status quoist working in silos may challenge any change. This can create roadblocks for initiating the change. To overcome such a situation, the management should articulate a clear vision and enable the organization’s culture to be aligned with the vision.

Break the silos: This is a follow-up to the entrenched ‘culture’ where people working in departments or processes (read silos) may not follow a similar process across the organization. The agile process should take explicit steps to get rid of such silos and streamline the overall working environment. This entails better communication that is aligned with the vision of the organization.

Communication at the heart of scrums: In agile methodology, teams are supposed to follow processes that are transparent. To achieve the same, purposeful communication should be established across the scrum-led value chain.

Responding to change: Agile entails quick response to changes instead of following a fixed plan. The changes can come from customers’ feedback, the advent of new technologies, growing competition, or within the organization. So, in a ‘perform or perish’ landscape, agile will allow your enterprise to remain adaptable, sustainable, and result-oriented.

Conclusion

Agile has become a critical requirement for enterprises to remain competitive and cost-effective. It is arguably the way forward to address the changes that are driven by technology and customer preferences. QA has become the ultimate lynchpin upon which enterprises can ride their way to success or oblivion depending on the efficacy of their agile transformation.

Why independent software testing is the best way to approach Quality Assurance

Contributed by Cigniti Technologies.

Today, everything boils down to customer satisfaction. The technological advancements taking place across the industries are being undertaken to deliver enriched customer experiences and improve the user satisfaction ratio. Customer satisfaction, in today’s market dynamics, rely on three key factors – speed of delivery, cost effectiveness, and, most importantly, quality. If the customers are able to derive value from a product/service, their satisfaction levels will rise proportionally.

During 2019-2023, the global market of software testing services is expected to grow by USD 29.84 billion, accelerating at a CAGR of over 12%. Software companies are trying to break away from the legacy processes and methodologies as well as the old-school approach toward software development, where QA was placed at the bottom of the priority scale.

For companies to build quality offerings, they need time, which they do not have in spare due to fierce market competition. In order to align both quality as well as delivery speed, automation becomes the key. Consequently, the test automation services market is also growing exponentially along the software testing services. In fact, software test automation is one of the key reasons for the rising market share. However, neither automation nor quality comes cheap.

Hosting a test environment, maintaining test tools and test cases, developing the infrastructure is all too cumbersome and cost-intensive. Independent software testing services prove to be a boon here. Partnering with an external QA vendor for Independent software testing services allow you to leverage the advantage of a dedicated testing team without the challenges of maintaining such a team. Let us discuss why independent software testing is the best way to approach Quality Assurance:

Quality of testing

The developers who have written a code are often unable to look at it objectively, which means that there is a high chance that they will miss a critical bug. An independent testing team brings an unbiased and impartial view to software testing, which helps in maximum defect detection and minimum defect leakage to the production. This is all about bringing in a fresh perspective and a new outlook toward assessing a software for errors and glitches. More the number of defects found and resolved, higher the quality of the final product and better the performance.

Less effort, more focus

Traditionally, developers were expected to write, integrate, as well as test a code. This would lead to burnout, and therefore subpar quality of codes and a lot of defects in production. With an independent testing team to back them up, developers can center their focus entirely on writing an effective code while the hired testers will bear the responsibility of finding the bugs. Testers also come with knowledge of industry standards and compliance, which results in an end-product that is developed following the best practices.

Cost effectiveness

An independent testing services company has its own set of the required testing infrastructure. This removes the need for businesses to set up the hardware or software required for testing or to maintain testing practices, test environments, and tools. Also, as there is minimum defect leakage into production, the iterations for each software development cycle is decreased. All of this collectively results in reduction of overall costs.

Faster releases

With a separate testing team taking care of the quality aspect, development and testing can occur in parallel with each other. The automation expertise of the independent software testing services provider adds to the ability of delivering a quality software in shorter turnaround time. A dedicated testing team becomes key to ensuring success of such contemporary software development methodologies such as Agile and DevOps.

In Conclusion

As per Forrester, “much of the recent growth in outsourced application services has been fueled by customers engaging independent testing services where the development provider is separate from the provider performing the testing.” Independent pure-play software testing providers have all their resources dedicated toward quality assurance. They have all the required tools, infrastructure, processes, and resources, along with the expertise and experience.

The Next-Gen Technology Landscape of the Healthcare Sector

Contributed by Cigniti Technologies.

The healthcare sector is expected to touch $390.7 billion by 2024. Let us discuss the next-gen technologies that are going to impact the healthcare sector.

  • Internet of Things (IoT): Sensor-embedded devices exchanging information over the internet (IoT devices) are finding their way across technology landscapes. These have found usage in the healthcare sector and are making a profound impact on the health of users. By redefining or reshaping diagnostics, disease management, and preemptive care, IoT devices, including the wearables, will become more common in future. To ensure the success of these devices so that they are able to manage life threatening conditions, healthcare software testing should be the norm. Let us understand how IoT devices can be of help in the healthcare sector in the days to come.
    • Tracking locations in real-time: One of the major challenges the healthcare staff needs to grapple with is locating medical devices in real time. For example, portable devices like nebulizers, scales, defibrillators, and ECG devices, among others, are often moved across the healthcare facility. They are often left at places where finding them can become a challenge, especially when there is an emergency. However, should these devices or apparatus be equipped with IoT sensors, they can be easily monitored in real-time. This can help the stakeholders to monitor and manage the healthcare environment.
    • Share health data: Physicians are often challenged by the lack of data concerning the vital parameters of patients. These may include blood pressure, heart rate, and calories burnt, among others. In the absence of such data, carrying out correct diagnosis can become difficult leaving the patients in limbo. However, wearable IoT enabled devices can allow the sharing of vital parameters of patients leading to a quicker and accurate diagnosis. To make sure these devices perform to their optimum and do not suffer from glitches, conducting healthcare application testing becomes a critical requirement.

As IoT based devices capable of providing real-time data become commonplace, efficient diagnostics and care will increase. They will help healthcare professionals in saving lives with the help of data, analytics, and better decision making.

  • 3D Printing: This technology is used to create physical objects from digital data. The examples of 3D-printed prosthetics and human heart model are helping amputees and medical professionals, respectively. The global market for this technology is expected to reach $2,319.5 million by 2020. Let us discuss the latest innovations in 3D printing.
    • Prosthetics: One of the major challenges amputees face in wearing prosthetics is a lack of customization. Prosthetic devices made in the assembly line are made as per general measurements. This is where 3D printing has come as a godsend for physically-challenged patients. Here, patients’ exact specifications concerning the body part(s) are obtained digitally and personalized variants of prosthetics are built. These provide greater maneuverability to the patients, helping them lead their lives with ease.
    • Tissue engineering: The technology helps to recreate damaged tissues and intricate body parts – printed ears, hands, livers, eyes, or hearts. This can be of great help in trauma cases where patients have lost a body part, organ, or tissue. Tissue engineering helps to create functional constructs for damaged tissues or organs. Here, engineered materials combined with stem cells can create the required cell type.
    • Surgical tools: Surgery is becoming more precise with less incisions to be made. This calls for personalized surgical tools to help surgeons in making precise incisions and implanting medical devices. 3D printing with its disruptive application can bring about greater personalization and cost benefits.
  • Artificial Intelligence: This is defined as machines induced with intelligence having the ability to mimic human brain functions. The healthcare sector can benefit immensely by embracing AI. It can drastically improve patient outcomes with medical professionals leveraging AI-enabled medical knowledge. AI-enabled systems can help medical professionals with real-time, relevant, and quality information to derive suitable inferences. These can help in reducing the cost of treatment, elimination of unnecessary procedures, streamlining workflows, and building patient-centric treatment protocols.

AI systems can help in diagnosing chronic health conditions like diabetes, coronary heart disease, and cancer, among others, within minutes. They can do so by analyzing the vital parameters of patients saved in electronic records. Thus, the systems can reduce the need for unnecessary biopsies or even surgeries to diagnose a condition. However, these systems must be subjected to intense healthcare compliance testing to ensure they function as per the expected outcomes.

  • Liquid biopsy: Today, the diagnosis and monitoring of cancer are costly, time-consuming, painful, and invasive. With liquid biopsy, cancer cells can be extracted from a blood sample without having to conduct costly and painful recurring biopsies. The technology will help to monitor tumors in a non-invasive manner even better than a CT scan.

Conclusion

The healthcare industry is going to face disruption thanks to the advent of advanced technologies. To ensure these technologies perform to their optimum and deliver expected outcomes, they should undergo healthcare QA testing. Moreover, since technology is not always flawless and can engender a number of glitches, even driven by human factors, healthcare tech QA can be of help. It can ensure continuous testing of the devices or built-in software as part of the delivery pipeline. Healthcare tech QA can lead to reduced technical errors, better compliance with regulations, and save lives.

 

How digital transformation services can help your enterprise to streak ahead

Contributed by Cigniti Technologies.

The world is moving rapidly by riding on the cutting-edge digital technologies, namely, IoT, SMAC, Big Data, Artificial Intelligence and Machine Learning, among others. Businesses are developing products or services with interfaces spread across devices, operating systems, browsers, and networks. This has necessitated their legacy systems to be updated by engaging digital transformation services.

The dynamics of market is increasingly being led by changing customer preferences reflected in new needs, habits, and ways of consuming and communicating. Digital transformation allows enterprises to derive outcomes such as increased productivity, expanded consumer base, streamlined workflows, reduced operational costs, enhanced quality products or services, and better ROI, among others.

Since consumers leverage digital technologies to perform a slew of tasks, the amount of data generated is huge. Analyzing this data and deriving business-oriented insights can be a challenge unless, of course, the business has the technology and resources. Digital transformation services can help enterprises in enhancing their customer interface. For example, by transforming their legacy systems, the utility services providers have been able to improve their efficiency significantly. As a result, the consumers do not need to queue up outside the offices of such companies for doing routine transactions. They can simply log onto the portal or app provided by such companies and transact.

With new avenues of interaction such as social media and mobile, customers want their interactions with a company to be consistent across avenues. This requires companies to take an omnichannel approach to cater to their customers. If they do not fall in line, they risk creating customer dissatisfaction and losing them. Again, to cite an example, customers want to place an order as per convenience and want it delivered through their preferred channel. So, unless the company has the technology and resources to address the demand, its competitiveness can go for a toss. Let us discuss how digital business transformation can help businesses to streak ahead in the competition.

Benefits of digital transformation solutions

The proliferation of digital technologies like smartphones and computers, and the ubiquity of the internet, have forced businesses to go digital. While many companies have drawn an elaborate digital transformation strategy to convert their systems, workflows, and deliverables, scores of them remain outside the ambit. Many companies are still wary of undertaking digital transformation implementation due to the cost and challenges involved. However, overcoming them is critical for them to stay competitive.

# Better customer experience: The customers of today have become increasingly choosy, thanks to the plethora of products and services available in the market. Customers are wont to choose products, which are not only qualitatively superior but offer better experiences as well. When it comes to the customer experience, the notable elements include aesthetics, performance, security, usability, responsiveness, and prompt complaint resolution. The last part is often crucial in differentiating between two products of similar features.

# Better analytics: Data have become the most valuable asset for an enterprise. These can help an enterprise to receive deep insights into various aspects of its processes. Also, with big data coming into play, businesses should be prepared to leverage the data for achieving success. A successful digital business transformation helps companies to collate data from customer interactions and transform them into a structured form. Thereafter, they can be analyzed to develop insights, identify outliers, and optimize to deliver better customer experiences.

# Faster time to market: Today, customers generally choose products that hit the market first. The early-bird approach of customers has necessitated companies to embrace digital transformation and streamline their workflows. This involves adopting Agile and DevOps methodologies to ensure continuous integration and delivery. As products go through a faster development, testing, and delivery pipeline, customers can receive the products early.

# Better security features: Security has assumed a critical significance in the success of a product in the market. This is due to the fact that the digital products of today have interfaces with different device platforms and third-party software, thereby creating vulnerabilities. These can be exploited by cybercriminals by introducing malware, trojans, and viruses to steal data and information. Thus, the growing menace of cybercriminals to commit data theft has brought the element of security into sharp focus.

Besides, companies need to adhere to international security protocols to garner credibility and escape censure. Hence, the need to imbibe DevSecOps in the workflows has become all the more important. In this approach, security is to be treated as an integral aspect of the workflow across departments. Hence, by implementing digital transformation solutions, companies can help to identify and address the built-in vulnerabilities of a product.

# Reduce operating costs: The digitization of businesses can streamline the workflows thereby increasing its efficiency. With procedural bottlenecks including redundancies removed or diluted, businesses can minimize their operating costs. This can significantly improve the revenue stream and make the company competitive.

# Brand enhancement: With better quality products or services delivered by the company, its brand awareness in the market increases vis-a-vis its competitors. For example, the brands or products having the biggest market share are the ones that are spoken about by the customers. This is mostly due to their superior quality brought about by innovation and digital transformation.

Conclusion

The future of IT means organizations should be nimble enough to quickly adopt the technologies and methodologies of the day. They must be agile and responsive to the customers’ needs and offer products or services that are superior and secure. The need for organizations to embrace digital transformation has become critical to stay competitive.

The value of customers in the digital age

Contributed by Cigniti Technologies.

The digital age is marked by the advent of technology and its usage to make the lives of customers simpler and convenient. Businesses, by nature and design, is dependent on customers to succeed and the digital age is no different. Rather it has increased the level of competition and given plenty of choices to the customers in terms of access, quality of products and services, cost advantage, speedy delivery, and variety. In fact, the process of digital transformation undertaken by businesses is premised on offering value addition to the end customers. The various technologies leveraged by businesses in this regard include cloud, IoT, AI, ML, predictive analysis, and big data, among others.

In the competitive digital landscape of today, companies that look after the interests of their customers and provide prompt and qualitative support are able to achieve ROI. Any glitch or vulnerability in the product or service can have adverse repercussions on the psyche of the customers. They are no longer satisfied with giving a long rope to the company dishing out shoddy products or service but instead turn to its competitors. No wonder, businesses are adopting software development models like Agile or DevOps to bring out products that are not only qualitatively superior but are customized to the needs of the customers as well.

Digital transformation services are geared towards delivering value addition at cost effective rates. They do so by employing the Agile model wherein the QA process is conducted alongside development. In a move ahead of the traditional waterfall model, Agile helps in the quicker identification of glitches thereby eliminating costly and time-consuming corrections later. Moreover, given the demand for Continuous Integration and Delivery, businesses are looking at the DevOps model where the entire organization is made responsible for the final quality of the product or service. This approach of digital transformation services rightly encapsulates the importance of customers for businesses.

Delivering a better Customer Experience or CX has become the final arbiter for businesses to stay competitive and achieve ROI. It leads to a slew of outcomes such as better customer retention, increased sales, lower cost of customer acquisition, and reduced operating costs. Any digital transformation strategy should aim at leveraging the trending technologies to streamline workflows, innovate, add value, accelerate time to market, and deliver the best customer experience.

How good customer service can help businesses?

The digital transformation solutions implemented by enterprises should be underpinned on delivering good customer service. The benefits of implementing such solutions can be multifarious.

Customer retention: Customer acquisition can be a long drawn and costly affair encompassing running sustained marketing campaigns. However, customer retention is relatively cheaper and requires implementation of a robust customer service. Your digital transformation framework should be able to capture customer queries quickly and pass them on to the right business arm for redressal. Good customer service will help you retain customers, which otherwise can drift towards your competitors in no time.

Word of mouth publicity: Many potential customers are not swayed by the advertising blitz but listen to the feedback from actual users. Thus, if the customer experience is good, the business can gain immensely from word of mouth publicity. Happy customers can help to build trust among your potential customers. Conversely, bad customer experience can leave your customers unhappy, angry, and frustrated. The consequent bad-mouthing of your brand, product or service can be damaging to your reputation and profitability. Remember, bad customer experience can have a greater potential to damage your business’s credibility.

Competitive advantage: How do customers choose one product over the other when both have similar characteristics, quality, and cost? The answer is how well the business developing that product responds to the customer queries and complaints. In fact, customer experience can be the ultimate differentiator for customers to choose a product over its competitor.

Good customer service is better than price: A successful enterprise digital transformation should deliver good customer service. It should ensure the product or service functions to its optimum level in its end-to-end development cum delivery cycle and beyond. Remember, customers are willing to pay a premium for good quality service even positing it ahead of cost.

Conclusion

Customers stay at the core of every business and drive them to adopt new technologies, streamline their workflows, make their delivery systems hassle-free, and enhance their customer service. No wonder, every digital transformation initiative should be geared towards ensuring better customer experience.