What is DevOps?
DevOps is a “culture” that grew out of the Agile software development practices. Agile practices were adopted in the mid-1990s to better deliver on rapidly evolving customer needs. Agile practices focus on collaboration, self-organizing teams, and iterative development. At the core of the DevOps culture is an emphasis on collaboration between historically siloed teams: development (Dev) and IT operations (Ops). “DevOps is an understood set of practices and cultural values that has been proven to help organizations of all sizes improve their software release cycles, software quality, security, and the ability to get rapid feedback on product development,” according to the State of DevOps Report2.
DevOps focuses on delivering software with speed and quality. Some of the DevOps concepts are particularly attuned to customer experience software development.
DevOps Iterative Process
The DevOps approach to software development is an iterative process as projects move from development stages (plan, design, build, and test), through to operations stages (release, deploy, operate, and monitor), and back to development stages for software upgrades.
What is DevOps for Customer Experience?
DevOps for Customer Experience takes DevOps practices and focuses on the unique aspects of CX software, enabling speed and quality. One of the key focus areas in DevOps for Customer Experience is the customer’s perspective. Customer experience software must be designed and tested with the customer’s goal in mind. Today’s customer journey is an omnichannel one, often spanning digital and voice channels. When it comes to design, one approach is to design software based on common customer issues and identify the customer journeys to resolve the issue. When it comes to testing, those customer journeys must be tested using omnichannel testing to ensure that the transitions between channels are seamless.
CX DevOps takes existing DevOps practices and focuses on the specific needs of customer experience software.
There are other aspects of DevOps for Customer Experience as CX leaders move forward in their digital transformations. Learn more in The Definitive Guide to DevOps for Customer Experience white paper.