GoKawiilThere are two dimensions, as I mentioned. One is technical ROI or technology-related ROI, and second is business ROI. On the technical side, and as you heard from Asifa as well, the biggest benefits come from faster time to market, platform stability and resilience, of course, and a lot of times, in fact, almost in all the cases, lower operating costs, and that is one of the aspects associated with some of the legacy modernization programs.
Besides this, access to broader, more readily available talent pool, and security management, and ensuring that the platforms are secure and free from, as much as possible, free from vulnerabilities in the current environment. At the same time, making it easier to innovate, releases become faster so that the feature delivery into the market becomes faster, and also able to respond to any new technology innovation that comes into play. But this is only on the technology side.
On the business side, however, the returns are often reflected in customer outcomes, and what we typically see are improvements in measures such as net promoter score, and in this case, for example, application ratings that you see on the app store. Both of which are actually very strong indicators of customer satisfaction and digital experience quality. I think it is important for us to cover, look at the ROI from both technology, but more importantly, from a business perspective.
The second part of your question was about what would be my advice to leaders, and I think Asifa covered it very well, where she mentioned that the one-team approach, the providing safe environment to the team to be able to say what is going well, but also what is not going well, and keeping your eye on the end outcome. I think those are very important things. But I would also like to add that don't treat modernization as a technology initiative. It is a unique opportunity for us to rethink the business platform itself, and rather than pursuing a like-to-like migration, use the investment that you're making to improve customer experience, simplify processes, and re-architect for capabilities such as real-time personalization and data-driven decision-making. The greatest returns come when technology transformation is directly linked to business outcomes.
And finally, and this is something that I have seen from personal experience multiple times, is you have to think from first principles. AI does not replace good engineering practices. It enables organizations to execute those practices faster, and it enables it faster, but also more consistently and at greater scale. The foundations of good architecture, sound engineering, and clear business objectives will continue to remain important, and in fact, their importance is going to increase as we progress. That, I think, is what I would say anybody embarking on a legacy modernization program should be focused on.
Megan: I love the idea that this is not just about migration. This a chance, as you say, to reimagine what you can deliver and what's possible. Fantastic. Let's close with a forward look. Asifa, what innovation are you looking forward to that wouldn't have been possible before this, and what do you see on the horizon?
Asifa: There's definitely lots of things on the horizon. But what excites us most isn't specific technology, it's that the question in our conversations has changed. It used to be, can our platform support that? Now, it’s is that the right thing to do for our customers? And that's a profound shift.
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