Improving Monitoring Systems and Customer Experience

• Monitoring systems are designed to detect and mitigate issues before they cause customer pain, but teams suffering from reactive disruptions often fail to do so.

• The four Ds of perpetually-reactive teams are disconnect, distrust, disorganization, and disrepair.

• These conditions lead to a lack of confidence in triggered alerts, which in turn accelerates the disrepair cycle.

• To avoid this cycle, managers should focus on improving the customer experience by understanding what their customers want.

Learn about the four Ds of perpetually-reactive teams and how they lead to a lack of confidence in triggered alerts. Discover strategies for improving monitoring systems and customer experience to avoid the disrepair cycle.