In the digital world, no supplier or service developer has complete control over how they serve their customers' devices, but they are very careful about the paths they each take.
The simplicity, cohesiveness, and performance of digital connectivity influences how digital services are delivered to customers and ultimately how they are experienced.
If a customer experiences a problem, it may affect their ability to use the Service or transact. This may translate into negative perceptions and feelings expressed about digital services and/or towards their manufacturers and providers.
This is why governments care so much about how digital service delivery mechanisms penetrate their constituents. As more public service organizations move towards 'one-stop-shop' digital portals and online-based delivery models, there is pressure to ensure a citizen experience that allows them to access these services quickly and smoothly.
This is also why employers with hybrid or work-from-home workforces care about end-to-end digital delivery. Because any flaws in the chain will affect worker productivity. Sentiment about the tools a company offers is also known to impact a company's ability to attract and retain talent. These are both good reasons to ensure an optimal digital workplace.
Web and mobile application developers and operators are also interested in providing end-to-end digital services. You can create very great in-app experiences and functionality, but the customer experience is only as good as the lowest-performing infrastructure between your application's servers and your customers. A beautifully coded application is worthless if it doesn't work as expected.
Optimizing the end-to-end service delivery chain to complement digital design and usage characteristics is essential for all digital service owners.
Many performance optimizations have already been achieved. Governments, employers, and app developers are optimizing their infrastructure under their own direct control, but they also leverage third-party infrastructure such as CDNs and VPNs to provide even more optimized experiences to their customers. Sometimes they try to get closer.
The root cause of any remaining performance issues can be a common blind spot for both digital service owners and customers. It is the last mile connection to the front door of a home and the wired or wireless propagation of signals and data traffic. Go inside once.
Principal Solutions Analyst at Cisco ThousandEyes.
What Improved Last Mile Visibility Means
Digital service providers, governments, employers, and app owners all have a vested interest in the last mile. Without visibility into this part of the end-to-end delivery mechanism, there will always be doubts about its contribution and role in causing performance degradation. .
Suspicions about the last mile are not unfounded. For example, in countries where retail Internet services are bundled with consumer premises equipment (CPE) such as router/modem combinations, this CPE hardware may utilize outdated WiFi protocols or It may be difficult to propagate the signal to . It's a similar story with cellular connections. Recent years have seen the rise of indoor boosters and other methods of improving signal propagation within buildings. Again, this is often fine for providing bandwidth just outside the premises, but once you get past the building's front door, it becomes difficult to maintain that performance characteristic. It's for a reason.
If you can't see past your physical front door, if a failure occurs in the last mile, all you know is that you can't access your endpoints. Customers, employees, or citizens will be unable to connect for unknown reasons. Digital service owners can only guess what's causing this. Answers based on guesswork and limited insight can only accomplish so much.
In fact, everyone involved in a digital transaction can benefit from enhanced last-mile visibility.
Optimizing visibility in your home or office increases your chances of triangulating the cause of performance issues. With visibility, you can determine if there are carrier-specific issues in your local area or region, such as fiber cuts or cell phone tower issues. Combined with visibility into other parts of the service delivery chain, digital service owners suddenly have the granularity to triangulate the cause of a problem and be equally accountable for it.
This can be used to inform customers or the public of the appropriate parties to pursue a resolution and to have evidence at hand to work with those parties to resolve degradation or performance issues.
Alternatively, in situations where a higher “service level relationship” is established between the digital transaction operator and the customer or between the internet provider and the customer, the operator or carrier may take a more active or leading role in the resolution. You may agree to perform the following: Even if the problem is with a part of the delivery chain you don't own.
Although we cannot directly resolve the issue, we have enough telemetry evidence to escalate the issue to a downstream provider and obtain a resolution on your customer's behalf.
For operators, a more active role will enable them to more effectively manage end-to-end digital service performance. It also moves them out of compartmentalized business relationships and into something deeper and more valuable.
This is the essence of how today's digital services improve the customer experience.
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