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Experience modernization

Align technology, business processes, and digital strategy to drive business results and customer value.

Experience modernization is the next phase of digital transformation

With lightning-fast demographic shifts in the market and dazzling new technologies appearing daily, the pressure to improve customer experiences and modernize business processes has never been more urgent.  

Customers have consistently shown that they want to feel like they’re in business with a company that cares about them, that knows them, that remembers them and values their business. In fact, recent statistics reveal that 74 percent of consumers are at least somewhat likely to buy based on experience alone.

Experience modernization is the key to building customer experiences that exceed these expectations using personalization, seamless online buying experiences, content that is accessible and findable, and intuitive onsite search capabilities.

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Realize the benefits of experience modernization

Remove friction

According to McKinsey, as much as 71% of the impact from business transformations depends on technology. Experience modernization is essential for reducing technical debt and improving security, and allows you to launch content faster, increase productivity, and eliminate backlog while reducing time to market.

Group standing around a computer looking at the screen

Accelerate value

Modernizing your experience increases efficiency across teams by reducing infrastructure and maintenance costs. Gartner shows that embracing composability allows brands to deliver new features 80% faster than the competition; utilize your existing tech stack and the tools that work for you, while taking advantage of the flexibility to integrate the latest and greatest.

Standing man and seated woman laughing together

Increase innovation

A modernized experience is more scalable and elastic, opening the door to generative AI and other cutting-edge technologies. 75% of marketers believe AI will give them the opportunity to get closer to customers. Experience modernization frees your marketing and development teams to incorporate new technology, automate tasks, and focus on creative and forward-looking solutions that move your business forward.

Man and woman each looking at a computer

Remove friction

According to McKinsey, as much as 71% of the impact from business transformations depends on technology. Experience modernization is essential for reducing technical debt and improving security, and allows you to launch content faster, increase productivity, and eliminate backlog while reducing time to market.

Group standing around a computer looking at the screen

Accelerate value

Modernizing your experience increases efficiency across teams by reducing infrastructure and maintenance costs. Gartner shows that embracing composability allows brands to deliver new features 80% faster than the competition; utilize your existing tech stack and the tools that work for you, while taking advantage of the flexibility to integrate the latest and greatest.

Standing man and seated woman laughing together

Increase innovation

A modernized experience is more scalable and elastic, opening the door to generative AI and other cutting-edge technologies. 75% of marketers believe AI will give them the opportunity to get closer to customers. Experience modernization frees your marketing and development teams to incorporate new technology, automate tasks, and focus on creative and forward-looking solutions that move your business forward.

Man and woman each looking at a computer

Achieve your innovation potential

52%

52% of consumers say their satisfaction improves as digital experiences become more personalized.

70%

70% of brand marketers are planning to move toward more composable software solutions.

75%

75% of marketers believe AI will give them the opportunity to get closer to customers.

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Frequently asked questions

  • What is experience modernization?

    Experience modernization is the next phase of digital transformation; it’s the process of using digital technologies to create, modify, and improve business processes and customer satisfaction to meet the changing requirements of the market. From a technological perspective this may involve application modernization, optimization of functionalities, and the incorporation of cloud-based and/or cloud-native applications to enhance or replace legacy applications.

  • How do I train or build a future ready team during the modernization process?

    Capitalizing on new technology is important, but so is building a workforce that can take advantage of it. Reskilling your end users is likely to be a major part of the process because modernizing means reimagining how people work, what makes up their workload, and focusing on the tasks they are best at. It’s also important to focus on real-time, high-quality decision making, and strategically building out a roadmap for new customer journeys and how those may impact the user experience, digital ecosystem, and business outcomes.

  • How do I get buy-in from leadership and other teams?

    Begin by clearly outlining the benefits that modernization can and will bring to your organization. From improving efficiency to enhancing customer experiences, increasing revenue to competitive advantage, be sure to focus on the ways that modernizing the experience will positively impact the organization and be ready to address concerns and reservations honestly.

  • What is the ROI of experience modernization?

    The ROI will vary from company to company, because each company will have different goals and objectives when modernizing. Costs and benefits will also vary, and not all of them will be tangible; benefits like increased customer loyalty and employee engagement may be harder to calculate but they are no less valid.