Digital Experience Monitoring (DEM) has become a norm for companies in 2023. Customers are surrounded by enterprise apps, websites, smart devices, and other digital platforms. A customer does not have to visit a physical company office or store to interact. Customers can visit enterprise websites or download mobile apps to interact with brands. Since everything has gone digital, enterprises must focus on how customers interact with their services. A website with a higher response time might create a bad impression on customers. Similarly, an unresponsive mobile application will not help customers in their digital journeys.

With digital experience monitoring, enterprises can identify the problems faced by customers during their digital journeys. When enterprises do not monitor digital customer journeys, they will never know about the areas for improvement. An enterprise with a better digital experience will have a better customer satisfaction rate. After all, no customer wants to be stuck with an unresponsive website or mobile application. DEM powered by Predictive AIOps platforms has a wide range of use cases in the industry. It is used for boosting service availability, digital experience, application performance, and whatnot. Let us discuss the top use cases of digital experience monitoring in 2023.

1. Complete visibility into the digital experience

With the aid of DEM, an enterprise will have complete digital visibility. An enterprise will know its digital platforms and how well they perform. IT professionals see the results of digital experience monitoring in form of metrics. Performance and latency issues can be identified by changes in these metrics. Response time, login time, bandwidth, navigation time, and experience score are some metrics used by organizations to gain visibility into their digital channels/platforms. Let us say the loading time of a website has increased. It means the digital experience has decreased due to an increase in the loading time.

2. Network monitoring

You must have heard of proactive application monitoring. With the help of proactive application monitoring, IT professionals can identify performance issues ahead of time. Similarly, DEM can help with proactive network monitoring. When there are issues with the IT network, the delivery of enterprise applications will not be up to the mark. To ensure the seamless delivery of enterprise applications, the IT network should be up and running all the time. With digital experience monitoring, enterprises can know the IT network issues that prevent seamless delivery.

3. Proactive troubleshooting

Finding issues within the IT network is not the only task for an enterprise. To ensure high service availability, an enterprise must fix network issues proactively. For troubleshooting a network issue, IT professionals must know the root cause. With digital experience monitoring, an enterprise can know when and how a network issue occurred. Also, the metrics generated by a DEM platform will help the IT teams understand the cause of an IT issue. Proactive troubleshooting will help an enterprise deliver unmatched digital experience across platforms/channels.

4. Endpoint optimisation

An enterprise can choose to monitor the digital experience of its employees. The employees within the organisation must rely on available computers, phones, and other devices to work. Without the right equipment, employees might fail to optimise digital customer journeys. With experience monitoring, enterprises can know which employees need an upgrade or replacement. When all the software systems, computers, smart devices, and network devices work efficiently, an organisation can successfully boost service availability. A DEM platform will collect endpoint telemetry to identify the performance issues faced by employees.

5. Cloud migration

As more and more companies are going digital, they are moving towards a cloud-based infrastructure. However, cloud migration might not be as simple as it may seem. Enterprises move applications, databases, and other resources to the cloud, without knowing what they might encounter. An enterprise needs to create application performance baselines, before and after cloud migration. A DEM platform will generate the metrics required for creating application performance baselines. Response time, login time, and connect time are a few metrics that can help determine the performance of applications before and after cloud migration. If the metrics have improved in a cloud environment, the enterprise has successfully migrated to the cloud. When the metrics do not improve after cloud migration, IT professionals must rethink their cloud migration strategy.

6. Network or application upgrades

Upgrades to existing devices within the organisation are necessary. Only then, employees will have the right equipment to boost service reliability. Similarly, an enterprise must provide updates to the enterprise applications for customers. For example, you must be using an e-commerce app to place online orders. Notice how you always receive updates for the e-commerce app on your device. The respective e-commerce enterprise is monitoring the digital experience of customers on its app. When a bug or a performance issue is detected, it is fixed with an update. Also, new features are added to an existing application with the help of an update. Without DEM, enterprises will not know when to deliver upgrades/updates.

7. Multi-platform optimisation

An enterprise must have different digital channels for its customers. Besides mobile applications and websites, enterprises also offer interactive in-store kiosks for customers. Enterprises must ensure service reliability across all channels/platforms. With DEM, an enterprise will have performance data from different channels.

8. Multi-device optimisation

Customers use smartphones, desktops, tablets, laptops, and smart devices to interact with enterprise applications. The customer wants a better digital experience across all devices. With DEM, an enterprise can collect performance data from different customer devices.

9. External services optimisation

Notice how an enterprise has several embedded third-party services. If any of the third-party services stop working, the digital experience will not be better. DEM can identify issues with third-party services on enterprise applications. Why risk your service reliability due to slow services offered by a third party?

10. Employee productivity

As discussed above, DEM helps with monitoring the digital experiences of employees and customers. With DEM, you can fix performance issues for employees proactively. When employees have the right equipment and proactive IT support, their productivity will increase. An enterprise can adopt new-age solutions like Predictive AIOps platforms to boost digital experience monitoring!