Our daily lives are built on seamless digital experiences, from checking in for a flight to running global logistics. The reliability of our applications has become a fundamental business dependency.

Years ago, I came into healthcare in a roundabout way. I studied industrial engineering, the science of looking at processes and systems and understanding, even predicting, how they work together.

Ultimately, a five-star customer experience should be the goal of all business processes. When a leader thinks about the customer, they typically think about the product or service their company ...