Digital Experience Monitoring (DEM) is crucial for any enterprise in 2023. Most customers start their brand journeys on digital channels. Gone are the days when visiting a physical store was the only means of interacting with a brand. Customers can rely on websites, mobile applications, and other channels to interact with brands in this digital age. Customers must have a better experience while using the digital channels extended by an enterprise.
Monitoring the experiences of users on digital channels is regarded as digital experience monitoring. The users can be customers or employees working for the enterprise. The customers will interact with enterprise applications to avail of the services. Customers might use their devices to access the digital channels offered by an enterprise. For example, you might use your smartphone to use an online shopping app. On the other hand, employees within the organization might use the available software systems and hardware devices to maintain service reliability.
Whether you are talking about the employees or the customers, both need a better digital experience. With digital experience monitoring powered by AIOps platforms, an organization can optimize the endpoints, applications, and software systems to offer the best digital experience. Now that you know the concept of DEM, let us discuss its pros.
Pros of digital experience monitoring for enterprises
Enterprises are quickly adopting digital experience monitoring strategies to boost service reliability and employee satisfaction. With the help of digital experience monitoring, enterprises can indulge in proactive application monitoring. These are a few of the many benefits of digital experience monitoring in 2023. The major advantages of digital experience monitoring for enterprises are as follows:
Enhanced customer experience
Customers don’t care what’s going on at the back end of an application or a website. They only long for a better digital experience at the moment. End-users will not care how hard your employees are working to ensure service reliability. If the digital channels aren’t working efficiently, all the hard work goes in vain. For example, an unresponsive website will decrease the reputation of your brand, irrespective of the effort to build it.
With the help of digital experience monitoring, an enterprise will know the issues faced by the customers. For example, an enterprise might know that its website is taking more time to load. Any such issue will hamper the digital experience of customers. Customers might avoid your brand and log in to another brand’s website. When you are aware of the issues hampering the digital experience, you work to resolve them. How can an enterprise resolve the digital customer experience when it does not know the common issues? Once an enterprise fixes the digital experience issues, it satisfies the customers. The digital customer journeys are optimised, and customer satisfaction rates increase.
Generation of telemetry and performance data
With the help of digital experience monitoring, enterprises generate useful data. They will generate telemetry data from remote employees, software systems, and applications. An enterprise will also generate performance data from different devices and digital channels. They can use the accumulated data for proactive application monitoring. Without the required data, IT teams cannot compare the performance of digital channels with the pre-defined baselines. A DEM platform collects performance data from different devices and digital channels. It also collects data on how customers and employees interact with digital channels and devices.
One might think about how IT professionals can understand the telemetry and performance data collected by a DEM platform. Well, a DEM platform will generate high-end metrics to understand the condition of the organisation’s digital experience. Metrics like response time, loading time, service availability, uptime, downtime, and experience score will help you understand the experiences of customers and employees on digital channels. For example, the customer experience goes down when the response time of the enterprise website increases. Without digital experience monitoring, enterprises will not have telemetry data, performance trends, high-end metrics, and more.
Enhanced IT visibility
An enterprise can have an in-depth view of its IT infrastructure with the help of digital experience monitoring. They can delve deeper and understand the digital experiences of customers and employees. IT visibility has always been a question for enterprises. Some organisations don’t even know how many endpoints are connected to their IT infrastructure. With DEM, enterprises will monitor every device and digital channel, thus enhancing visibility into their IT. With DEM, an enterprise will get to know the shortcomings in its IT infrastructure. It can circulate fixes, upgrades, updates, and refreshes to improve the overall digital experience.
Enhanced employee productivity
As discussed above, digital experience monitoring is not only concerned with providing better experiences to customers. It also focuses on offering a better digital experience to employees. With digital experience monitoring, issues that hamper employee productivity are identified. For example, an employee might be working on an outdated computer that does not support enterprise applications. How can you expect the employee to boost the organisation’s service reliability with an outdated computer? With DEM, IT support will know that the employee is facing issues with an outdated computer. Upgrades can be installed in real-time to avoid downtime. When employees have a good experience with the technology, they will become more productive.
Having a better digital experience monitoring strategy will always motivate an enterprise to look for better technological solutions. In this competitive era, companies must invest in innovation. With DEM, an enterprise will know the existing problems. Once the enterprise knows about the existing problems, it will look for other technology options.
How to choose the right DEM solution for your enterprise?
You might want to collect telemetry/performance data from different devices, applications, and digital channels. For the same rationale, you need to look for a multi-faceted DEM solution that is excellent in data collection. Once the data is collected, the DEM solution must analyse it to generate high-end metrics. Only AIOps platforms have the power to collect data from different sources and automate data analysis. AIOps platforms do not require manual interruption to perform the DEM tasks. Choose the right DEM solution for your enterprise in 2023!