Antony Edwards - 4 July 2019
In the Internet age, making the best use of technology investments, rapidly spotting and addressing any performance issues or other roadblocks and ensuring customers have a high-quality experience that delights are perennial goals. Yet, until very recently, companies have been going about it all wrong.
While deploying quality software and applications are universally acknowledged as a means of achieving user satisfaction, companies historically have focused on KPIs that fail to track whether these deployments are actually successful. For example, rather than focusing on the customer journey and analyzing any variables that might hinder the experience, many organizations instead track compliance and whether or not the technology complies with a particular specification.
Enter the business tester.
Forrester recently coined the term in response to customers’ demand for a seamless customer experience, but it’s a trend that crosses over from the consumer sector into the B2B realm, as well. And, in truth, while the rise of the business tester is currently a hot topic on the media agenda, it’s actually a phenomenon with which we’ve been involved for some time.
Innovations like artificial intelligence and machine learning have changed the testing game, providing human testers with new opportunities to truly evaluate the user experience and its effect on business outcomes. Eggplant works with countless organizations who rely on our intelligent, AI-driven testing approach as a key component of their digital transformation strategies.
Over the next five years, we expect to see an increase in business testers as more companies incorporate AI and automation. While these technologies are often associated with job loss, in this case, we foresee them augmenting human testers rather than replacing them. Increasing intelligent automation will mean that testers spend less time creating and maintaining scripts, and more time on key considerations including:
- Ensuring testing is focused on the right areas
- Testing all permutations of the user journey
- Understanding how technical behaviors are negatively impacting the user experience
- Determining how software effects business outcomes
Approaching testing from this perspective changes the conversation from quality assurance and compliance to a strategic, revenue driving function suited for today’s digital demands. Learn more about Eggplant’s AI-driven approach, and how we can help support the business tester in your organization.