Trends Report

Brief: Agile Development And Customer Experience — A Marriage Made In Heaven

Embed CX Professionals Into Modern Application Delivery Early And Often

October 9th, 2014
Diego Lo Giudice, Vice President, Principal Analyst
Diego Lo Giudice Vice President, Principal Analyst
With contributors:
Holger Kisker, Ph.D. , Allegra Burnette , Nasry Angel , Sophia Christakis

Summary

Companies are investing huge sums to enhance the customer experience (CX). Sometimes they embark upon a major digitalization or re-engineering of how their customers discover, explore, ask for, buy, use, and engage with their products and services; other times they extensively redesign their software interaction capabilities across multiple platforms. CX leaders and professionals find Agile development attractive because they're disillusioned with traditional IT groups that use waterfall development methods and have simply failed to deliver. This report explains why and how application development and delivery (AD&D) leaders need to seize this unprecedented opportunity to collaborate with CMOs, other C-level executives, and their business teams on Agile modern application delivery — or risk losing their attention forever!

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