{"id":98257,"date":"2025-12-04T08:00:24","date_gmt":"2025-12-04T11:00:24","guid":{"rendered":"https:\/\/abes.org.br\/?p=98257"},"modified":"2025-11-24T18:25:59","modified_gmt":"2025-11-24T21:25:59","slug":"por-que-a-experiencia-digital-e-sua-mais-poderosa-estrategia-de-crescimento","status":"publish","type":"post","link":"https:\/\/abes.org.br\/en\/por-que-a-experiencia-digital-e-sua-mais-poderosa-estrategia-de-crescimento\/","title":{"rendered":"Why the digital experience is your most powerful growth strategy."},"content":{"rendered":"<p><em><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-98258 size-medium alignleft\" src=\"https:\/\/abes.org.br\/wp-content\/uploads\/2025\/11\/Rob-van-Lubek-Dynatrace-279x300.jpg\" alt=\"\" width=\"279\" height=\"300\" \/>By Rob van Lubek<\/em><\/p>\n<p class=\"x_MsoNormal\"><span data-olk-copy-source=\"MessageBody\">Your digital experience is your growth engine \u2014 or your biggest risk. As the e-commerce market accelerates toward a projected US$98.89 trillion by 2032, according to SkyQuest, companies that prioritize seamless and intuitive digital journeys are creating lasting revenue streams. Those that don&#039;t are losing customers, often without realizing it.<\/span><\/p>\n<p class=\"x_MsoNormal\">The stakes have never been higher. A seamless digital journey can set businesses apart, while a clunky experience sends customers straight to the competition. Getting it right means understanding every aspect of the journey, from the first click to the final checkout confirmation.<\/p>\n<p class=\"x_MsoNormal\">But what exactly does \u201cgetting it right\u201d mean? It requires a comprehensive view of how customers interact with digital platforms. Companies need visibility into churn rates, click patterns, journey timelines, and even the true cost when something goes wrong. When IT operations can quantify customer friction in business terms\u2014such as lost conversions or revenue declines\u2014they move from being a support function to becoming a strategic engine for growth.<\/p>\n<p class=\"x_MsoNormal\">The reality is that positive digital experiences now directly fuel customer satisfaction and retention. In this scenario, a company&#039;s digital presence functions as an extension of its brand, shaping how customers perceive, interact with, and ultimately engage with the business. Research confirms this: 551% of consumers will abandon their purchase if the digital experience does not meet expectations, according to research by Conviva.<\/p>\n<p class=\"x_MsoNormal\">When companies strategically enhance the customer journey, they can generate immediate revenue gains while strengthening long-term results. Each point of friction eliminated can translate into thousands of dollars in recovered revenue.<\/p>\n<p class=\"x_MsoNormal\">However, improving the digital customer experience involves far more nuances than many companies anticipate. Website speed matters, but so does navigation flow. Frictionless checkout processes can positively impact conversions. For IT teams already burdened by daily operational demands, identifying inefficiencies, optimization opportunities, and upsell moments while keeping websites running smoothly can seem like a challenge.<\/p>\n<p class=\"x_MsoNormal\">This is where Digital Experience Monitoring (DEM) can help. DEM captures every user interaction, from page loads to purchase abandonments, revealing how customers truly experience their digital environment. More importantly, it provides companies with genuine insights into how customers actually experience their digital platforms, rather than how they think they experience them.<\/p>\n<p class=\"x_MsoNormal\">The true power of DEM lies in its ability to measure problems in business terms. Downtime becomes measurable in terms of lost customers, missed opportunities, and concrete impact on revenue. When implemented strategically, DEM becomes a catalyst for growth. It&#039;s not just a monitoring tool, but a revenue GPS. It empowers companies to continuously refine every step of the customer journey, preventing revenue losses and revealing opportunities to enhance the experience in ways that directly drive sales.<\/p>\n<p class=\"x_MsoNormal\">By helping companies identify exactly where and why customers abandon their journey, DEM enables them to make targeted improvements that directly impact their bottom line.<\/p>\n<p class=\"x_MsoNormal\"><b>Aligning IT with business KPIs<\/b><\/p>\n<p class=\"x_MsoNormal\">Amidst all this, it&#039;s worth highlighting that the relationship between IT teams and senior leadership has fundamentally changed. C-level executives increasingly recognize that IT professionals can directly influence key performance indicators and drive productivity across the organization. When leadership brings IT to the strategy table, real-time observability ceases to be merely a performance metric and becomes an engine for business decision-making. Companies can establish shared metrics that directly connect system performance to revenue results. IT professionals bring technical insights to board discussions, while real-time monitoring data informs critical business decisions about resource allocation and market opportunities. Through this collaboration, IT evolves from a reactive support function to a proactive growth partner, with clear accountability for customer experience and business outcomes.<\/p>\n<p class=\"x_MsoNormal\">The benefits of this alignment go far beyond immediate performance improvements. Organizations with strong partnerships between IT and leadership build greater resilience in the face of disruptions. When technical failures, market changes, or operational challenges occur, these companies are able to respond more quickly and effectively.<\/p>\n<p class=\"x_MsoNormal\"><b>Transforming digital experience into growth.<\/b><\/p>\n<p class=\"x_MsoNormal\">A positive digital experience has gone from being a desirable differentiator to a fundamental business driver. The companies that will thrive are those that treat it as a core strategy. Organizations that incorporate observability and align IT with business outcomes are unlocking new avenues for growth and transforming complexity into a competitive advantage. For companies ready to transform their digital experience into a revenue engine, the time to act is now.<\/p>\n<p>*<i><span data-olk-copy-source=\"MessageBody\">Rob van Lubek, Vice President EMEA at Dynatrace<\/span><\/i><\/p>\n<p class=\"x_MsoNormal\"><em><strong>Notice:<\/strong>\u00a0The opinion presented in this article is the responsibility of its author and not of ABES - Brazilian Association of Software Companies<\/em><\/p>","protected":false},"excerpt":{"rendered":"<p>Rob van Lubek, Vice President EMEA at Dynatrace<\/p>","protected":false},"author":12,"featured_media":98259,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"categories":[8],"tags":[8556,137,8557],"class_list":["post-98257","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-artigos","tag-estrategia-de-crescimento","tag-experiencia-digital","tag-fluxos-de-receita-duradouros"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Por que a experi\u00eancia digital \u00e9 sua mais poderosa estrat\u00e9gia de crescimento - ABES<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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