The hardest decision in coding applications is to admit your users are NOT delighted – and that you have to rebuild. It takes discipline to move application development from functional to delightful. It can only happen when there is clearly understanding by coders of the purpose of the code. Connecting coders to customers is hard work. It takes deeper effort from product managers and marketing teams, though the payoff is worth it.
The devops approach was meant to give us agile development AND more manageable applications – reducing cost of operations and making apps more reliable. Being close to ops helps, but it is not the full story. It works well for individual applications, but can miss the complex interactions between applications, and between applications and the users or consumers who operate them. The Sprint approach that grew up within Google is good as a starting point, but a more continuous relationship needs to grow out of it.
For the last sixty years, the title for the person in charge of IT should really have been the Chief Digitization Officer rather than Chief Information Officer (CIO). Today’s technology enables the CIO to focus on information as well as technology. As CIO, you must own the connection of your customers to your business – the customer experience (CX). Personalizing this experience will require collecting more information about your customers. There are multiple information collection approaches, and you must select those that will give you sufficient details, and more importantly match the type of relationship desired with your customers.
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