An Overview
With the advancement of technology and the availability of the various digital channels, the interaction of the businesses and customers has increased significantly. The current innovations and digital developments around mobile, social media, IoT, Big Data analytics and the smart devices are the enablers of the digital transformation.
Today, businesses that want to succeed and gain an edge over their competitors must take the “customer experience” aspect into consideration.
These days the customers are interacting with the various businesses in the micro-moments, through an array of devices with the varying levels of computing powers. This is why, a secure, multi-channel and enriching customer experience is not just a value-addition to the services today, but, is critical for survival. This makes testing and QA even more important. If the products are rigorously tested on various aspects, they will certainly deliver an outstanding customer experience, making it easier for a business to achieve success as well as increased ROIs.
The Digital Transformation which has been taking place across the globe in the service delivery domain is greatly accentuating on the customer experience and the industry experts are also emphasizing on designing the QA strategies with more focus on the customer experience. Essentially, the digital transformation is driving the need for a heightened emphasis on testing and QA.
QA Measures Need To Be Targeted At Real-End User Value
The end-user satisfaction priority accentuates on ensuring that the QA measures are targeted on only on the validation of the technical software performance and operation, but also at the real end-user value and the IT outcomes. The requisite for the increased quality awareness is also reflective the role being played by IT in ensuring the end-user value. It also necessitates the focus required by the testing teams on the implications of the IT failures for the corporate image.
A large percentage of companies worldwide agree that delivering outstanding customer experience is one of the top five IT strategy priorities for them. If your company doesn’t comprehend it correctly, the reputation of the company will suffer badly because customers these days don’t hesitate from vending their dissatisfaction through the social media. Thus, in order to deliver optimum customer satisfaction, it’s imperative to emphasize on QA and testing like never before. Indeed, quality and IT performance have a direct and immediate effect on the business outcomes because of the impact which they have on both adaptive business operations as well as customer experience.
Customer Experience Driven Testing Is The Need Of The Hour
The customers these days expect a beautiful and simple user experience, and as the competition in the market is increasing, no business organization can afford to take the customer experience lightly.
Consequently, every business organization is focusing on achieving customer experience driven testing to ensure that the products/services which they deliver. The customer experience drive testing includes a combination of a broad array of behaviour driven testing techniques and the more exploratory user scenario-based testing. The focus in this type of testing is determined by analyzing or understanding the real end-user usage of the various software or app features. Furthermore, this testing must facilitate an insight into the assurance levels of the different customer journey steps, affected by the changed/new IT solution.
It’s Time To Invest In Test Automation
As QA and testing have become so significant for delivering customer satisfaction, it’s the ideal time to invest in the processes which improve the overall testing and QA process. Test Automation” is one of the processes that need immediate attention and adoption. Soon, the increased levels of test automation will become mandatory for coping with the ever rising demand for flawless testing.
One cannot test everything manually because there is not enough time and the deadlines are becoming gradually shorter. These shorter deadlines drive the increased need for automated testing. This implies a dramatic shift from the traditional testing to high-quality monitoring and continuous testing.
To achieve test automation, one needs to focus on predictive analytics tools as well. These tools will enable the further automation of the testing strategy for each build/release/project by identifying the apt coverage areas for the testing. Test data generation and test case generation tools will advance further while making the migration of the manual test cases into their automated counterparts much simpler.
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