The key takeaways are:

  1. Digital delivery is increasingly difficult with an explosion in devices, user expectations, cloud and microservices
  2. Brand loyalty is dead.
  3. Digital disruption is very real and impacting more than just society.
  4. Response time of websites and applications impacts conversions. But we are not paying attention.
  5. Application and website errors are common, and IT means must get insights to minimise fire fighting and maximise innovation
  6. Customer experience is a team sport.