Organizations need standardized processes that are Agile and Responsive to Customer needs. As they grow, organizations need processes/procedures that are more repeatable and reproducible by every operator (customer-facing or internal). Challenges organization face – While they come up with brilliant processes, they struggle to monitor/track how the operator executes it. While some organizations get good at tracking the CS (Customer Experience), most miss out on the HX (Human Experience). While tech solutions today are good at diagnosing where processes are breaking down, solutions like Digital Playbooks solve for the “last mile connectivity” as far as process execution is concerned.