Over the last five years, technological advancements and social media have fundamentally reshaped how consumers interact with brands. Customers now demand seamless and frictionless digital experiences, putting companies under pressure to build customer experiences that prioritize convenience, consistency, and satisfaction. In today’s landscape, anything less than a spectacular customer experience can damage a brand’s reputation and impact its bottom line. With downtime no longer being a question of “if” but of “when,” companies urgently need to build resilience and service reliability into their infrastructure to mitigate these disruptions.
Operational Maturity: How to benchmark and assess your organization
