“Customer obsessed.” “Customer-centric.” “Customer-first.” For CEO’s everywhere, setting and maintaining a coordinated focus on the customer has become a top priority when driving innovation. After all, for many organizations regardless of industry, digital customer experiences are what can make or break the bottom line.

In this digital era, technology systems are becoming increasingly complex. No longer can a single SME (subject matter expert) understand every facet of the system they run. Instead, much of this knowledge is siloed and exists as tribal knowledge within certain teams. Additionally, the rate of change is faster than ever, with code deploying and new services shipping at a rate unimaginable a few years ago.

Digital operations management is about harnessing the power of data to act when it matters the most. It’s also about having the right processes and procedures to support teams when every second is critical. Maturing your digital operations takes time, iteration, and commitment. The change won’t happen overnight. But, if you put in the effort, you’ll reap outsized benefits. You’ll be able to learn from incidents and proactively improve your services over time.

The way we socialize, learn, shop, and receive care has changed drastically over the last 18 months. For many of us, perhaps one of the most drastic changes was the way we work. While work from home (WFH) was an option before the pandemic, NCCI states, “only 6% of the employed worked primarily from home and about three-quarters of workers had never worked from home.” Fast forward to 2021, and according to NorthOne, here’s how much things have changed.