Ready to Jump on the MACH Ship?

Digital customer experiences no longer sit at the bottom of the priority pyramid for companies. The last decade has witnessed a tremendous upsurge in customers wanting to interact digitally with brands and companies, leaving them with no choice but to embrace the path of digital innovation.

As a CTO, I understand the immense pressure companies are facing in order to fast forward digitalization of their customer experiences. With an ever-increasing demand from the business, organization and consumers, the stakes are at an all-time high. This, combined with the current talent shortage, makes it almost impossible to deliver on the quickly growing expectations. The struggle is real! 

Is MACH the Answer to Tame the Digital Madness? 

But there is a way to unburden the tech organization by empowering the digital business teams to be more autonomous in their mission to modernize and digitalize the customer experience, without the CTO losing control. And that way is called MACH (Microservices, API-first, Cloud, Headless).

Today we all know that speed of adaptation and innovation is key. Ideate, innovate and repeat in the same speed as customer expectations — or fall behind.

For me, it boils down to the hidden sales cycle: or if you like micro-moments. The consumer behavior has changed forever. The battle for hearts, minds and dollars is won (or lost) in micro-moments, meaning you need to provide the right information, at the right time, throughout the entire customer journey.

When there is no physical person taking care of, or guiding the customer, it becomes all about the data. Behavioral and contextual data, in combination with content, product, transactional and customer data. You need to get the right capabilities to be able to combine your data into new customer experiences, and build and launch them at speed. Yesterday you needed an ecommerce store; today you need a mobile application and who knows what tomorrow holds? Are you adapting fast enough?

Related Article: A Decade of Dramatic Change in Digital Customer Experience

Owning Front End, Fuel It With Headless Data

If you don’t jump into a future tech state with a MACH approach (Microservices, API-first, Cloud, Headless), you risk ending up with a big black box (aka a monolith). With such a black box all kind of ideation gets stopped because with every new idea or innovation, everything must be rebuilt from the ground up. Even worse is if you build a black box all new initiatives must be built by you, and it is impossible to scale and get help with innovation from a creative SaaS community. This model will ultimately break under its own weight because it cannot be maintained nor scaled over time.

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