Keynote: How do we ensure seamless quality of experience?

Takeaways:
1. Sociotechnical systems across organizational borders, people to people as integral part of experience we optimize
2. Testing is perspective we design to do reality checking
3. Plans and agreements are tried throughout the delivery and continuous actionable feedback is essential

Transcript

1. © 2026 CGI Inc. 1 How do we ensure a seamless quality of experience? Maaret Pyhäjärvi January 2026
2. © 2026 CGI Inc. 2 Keeping promises intact from presentation to payment terminal SEAMLESS QUALITY OF EXPERIENCE 01 02 03 Consistency across channels, moments, and scale feeds trust and loyalty. Seamless experience is invisible. Success does not create noise. Seamlessness breaks most often at boundaries. “It just works” takes a lot of work.
3. © 2026 CGI Inc. 3 Turn up the signal: delay and distortion are not acceptable SEAMLESS QUALITY OF EXPERIENCE Quality of experience is something we learn into existence. UX Journey across systems Bugs show up as queues. Product CX Experience with the organization Failures show up as apologies. Ops/Support DX Fast, safe, and confident change Slowness shows up as stress. Engineering Wher e feedb ack arri ves too late? Wh at expe rience is invisibl e to us?
4. © 2026 CGI Inc. 4 The real quality challenge is that organizations suffer from well- maintained illusions.
5. © 2026 CGI Inc. 5 Assumptions compound to systems in ways we can’t know upfront WHY TESTING 01 Sense-making function for systemic insights. Discover where assumptions break. 02 Investment in speed. Enable change, avoid fear. 03 Brings forth a shared reality when evidence contradicts local truth 04 Protect value. Lost trust is hard to win back. Test ing is h ow the o rganizat ions list en to r eality.
6. © 2026 CGI Inc. 6 AGE OF AI Actionable feedback that challenges well-maintained illusions has never been more important.
7. © 2026 CGI Inc. 7 Insights you can act on Founded in 1976, CGI is among the largest IT and business consulting services firms in the world. We are insights-driven and outcomes-focused to help accelerate returns on your investments. Across hundreds of locations worldwide, we provide comprehensive, scalable and sustainable IT and business consulting services that are informed globally and delivered locally. cgi.com