The developer-customer connection: Why dev-centred cultures are customer-centric cultures
Customers in today’s world expect a seamless interaction with a business. Because of this, your organisation’s essential business processes and interactions with customers, partners and employees increasingly depends on tailored innovative digital solutions.
The teams who develop and manage these solutions – developers – are at the heart of the organisation. They’re critical in enabling your organisation to respond to your customer’s needs.
And when it comes to digital innovation, speed is crucial but so is having a structured plan in place. At the same time, innovation is open to everyone. Therefore, organisations need the right tools to create a culture of innovation.
Professional developers can use Visual Studio and GitHub to modernise existing and develop new applications.
You can also empower a new stream of innovation– citizen developers. These employees understand a business process and want to improve on it but might not have the developer expertise. Now with Power Apps, they can use low/no code solutions to build what they need.
Here are six ways to build a customer-centric culture by empowering your developers.
Move to the public cloud
Innovation happens faster in the cloud. Whether you need to modernise existing applications, simplify complex environments or create new apps, you can benefit from the scalability and flexibility of Azure. Developers can build on a secure foundation in any language or foundation, from anywhere.
Simplify complex and distributed environments across multiple clouds and edge environments with Azure Hybrid cloud solutions. Bring Azure management to your entire IT estate and run Azure services anywhere.
As the UK’s leading omnichannel payments business, PayPoint needs to maintain business as usual while managing increasing demand for its services. With Azure, they were able to respond with agility and even develop and deploy new functionality without downtime to customers.
Shorten time-to-market
According to a Gartner survey study, positive customer experiences drive more revenue, higher employee satisfaction and greater customer retention.
Organisations have a strong sense of urgency in going digital. This is driving demand for tools and services that shorten time-to-market and drive those positive customer experiences.
With tools like Azure DevOps and Visual Studio Code, with automation through DevOps Pipelines, GitHub Actions, the ability to streamline business processes with Power Automate and more increases the efficiency of your developer teams. They can then focus on innovating the customer experience.
Reassess investments
Customers increasingly expect products and services that factor in what they care about – be that macro topics like climate impact, or micro impacts such as their experience interacting with your products.
To meet these demands, organisations must find new ways to deliver service at scale. They need to focus on and connect with the customer experience – no matter how many business units, systems, supply chains and processes that customer journey may span. And do this all while reducing costs.
This requires a new way of thinking.
Many organisations are starting by setting a strategic approach and thinking of themselves as a software company first. Then, they’re leveraging digital technology to deliver on their vision.
Solutions built using the Azure platform offer near-instant provisioning of resources. This lowers innovation costs and enables a faster time-to-market. In fact, Forrester found the average cost to develop an application is 74 percent less with Power Apps.
Empower developers
According to McKinsey & Company, organisations with developer velocity experience four to times faster revenue growth, 60 percent higher return to shareholders, and 20 percent higher operating margin.
Unleash the creative energy of developers by leveraging Azure innovation tools. This enables them to build productively, foster secure collaboration, and remove barriers so they can scale faster innovation at lower cost.
Help them build the skills they need to bring ideas to life with certifications and training. Give developers autonomy, decision making and automate back-end processes so they can focus on bringing innovation.
Drive citizen development
Over 86 percent of organisations already struggle to hire developers. In fact, Gartner predicts that by 2023, there will be four times as many end-user or citizen developers, compared to experienced developers in enterprises.
Empower the people closest to the problem to become citizen developers and solve problems themselves. With low/no code solutions like Power Apps anyone, regardless of their technical capability, can work together on the same platform to create solutions with a high level of agility.
Heathrow Airport employees have eliminated 75,000 pages of paperwork and reduced data entry by nearly 1,000 hours through the low-code development of 30 apps, helping the airport reduce its costs.
Infuse intelligence
The applications that both developers and citizen developers are building are powering important customer centric business processes. By applying AI and machine learning, organisations can infuse intelligence with real-time personalisation and serve up customised algorithms.
Alder Hey Children’s Hospital, uses Azure’s integrated platform with AI to build an algorithm that predicts bed space utilisation. The data is then available on Power BI so healthcare employees can quickly and simply understand the insights.
Empower developers to build a customer-centric culture
By unleashing the full potential of developers and citizen developers, organisations will enable growth, solve a wide range of business problems, and drive digital modernisation.
According to McKinsey, organisations with a developer mindset have 4 to 5 times higher revenue growth and 55 percent higher innovation.
Build a growth mindset culture where developers can drive innovation from anywhere, powered by a comprehensive portfolio of technology that complements your business needs.
We are the only company that has that full stack that spans across the breadth of both tech adoption and tech capability to build, and ultimately increase your chance of succeeding.
Find out more
Resources for leaders:
Watch the webinar: Unleash your developers to innovate
Take the Developer Velocity Assessment
Imagine digital innovation that makes a difference
Deliver a seamless experience with real impact
Resources for developer teams:
Watch Microsoft Build on demand
About the author
Denise leads the the digital and app innovation team, working directly with customers to uncover new opportunities. She has over 20 years’ experience in transformation leadership and business change delivery. With a proven ability to drive growth, innovation and performance turnaround across complex organisations, she has delivered new cloud services, automated processes and ways of working across the largest banking system in the UK.
