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Lack of Visibility into User Experience: A CIO’s Nightmare

July 16. 2021
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Have you hired a CIO (Chief Information Officer) for your organization? A CIO in an organization is responsible for managing the computer technologies used by the employees. However, sometimes CIOs find it hard to analyze the technological standard of an organization due to lower visibility. Read on to know more about the lack of visibility into the user experience.

What is a CIO?

A CIO monitors the technologies used by an organization and the usability of the information produced within the organization. Since more and more firms are working on a digital platform, the roles of CIOs have significantly increased over the years. CIOs find out the benefits of technologies used within the organization. A CIO makes sure that each technology is being used for any particular business process.

A CIO also analyses the technologies offered by a firm to its users. It makes sure that the information and technologies within an organization are used for the betterment of the organization. CIOs help a firm to adapt to the changes and use the latest technologies that can make the business processes less tedious.

Digital experience monitoring

DEM (Digital Experience Monitoring) is one of the main job responsibilities of a CIO. DEM is monitoring the way a customer or internal employee interacts with the digital interface of the firm. DEM analyses the user behavior within an enterprise application or digital interface. It focuses on checking the availability of enterprise applications. DEM helps us in knowing the user’s experience with any particular application and how to improve it.

DEM is done for both customers as well as internal employees. The DEM for internal employees is often referred to as EUEM (End User Experience Management). Digital interfaces can be any technology used by the firm to connect with customers. It can be the firm’s website used by customers to access the offered services or, it can be a management system accessed by the internal employees. You can provide a better customer experience with the help of DEM. Sometimes CIOs face hassles while improving the user experience as they have very little visibility into applications and system software(s).

What does poor visibility mean?

Good visibility signifies how well you can view and access the offered services. Every firm has its services that are visible to the users. If a user cannot find/interact with your offerings easily, it implies that your firm offers poor visibility. Visibility is talked about in the context of the user applications that work as a substrate between the firm and the user. For example, an e-commerce website contains a link to check the real-time availability of products in the warehouses. It is an example of enhanced visibility that can help the customers know about the availability of services in their geographical location.

Enhanced visibility implies a better user experience and also better marketing. When customers can know about the availability of your services easily, the conversion rate will also be high. CIOs aim at offering greater visibility to customers when they interact with enterprise applications or software(s). Poor visibility will not only hamper the user experience but will also drive away potential customers.

Challenges with poor visibility

Poor visibility leads to various issues that hamper the user experience. The challenges with poor visibility are as follows:

  • A wide range of applications and systems are being used by a firm. With poor visibility, your employees may not be able to complete the business processes effectively. Maybe your particular business process is lacking due to a bad user experience. You may not be able to visualize the shortcoming of your user experience due to poor visibility.
  • When you have poor visibility into user experience, you cannot determine the source of any problem. Your IT teams may blame each other as there is no dedicated communication pipeline.
  • As users do not get a better user experience, they might deviate to services offered by your competitors.

Possible reasons for poor visibility into user experience

There can be many possible reasons for poor visibility into the user experience that are as follows:

  • Your organization does not have a single view of performance metrics for different IT systems. Your administrators have to view the performance metrics of each IT system separately. It is not only time-taking but also lacks accuracy.
  • The existing business metrics for digital experience monitoring are not up to the standards. You need to choose the correct business metrics for gaining visibility into the user experience.
  • Your employees are not able to realize the cost impacts of poor user experience on your business. You may not even be aware of the problems arising due to poor visibility into the user experience.
  • Your employees may not have access to real-time performance metrics. You may not know about bad user experience until someone has reported it.

Pros of better visibility into user experience

The benefits of greater visibility into user experience are as follows:

  • You not only monitor the performance of digital interfaces for your customers but also for your employees.
  • With better visibility, you can decrease MTTD (Mean Time to Detect) and MTTR (Mean Time to Resolve) drastically.
  • You can solve issues with the digital experience immediately if your engineers have better visibility.
  • It is easy to track the root cause of an IT issue with enhanced visibility. You can significantly increase the uptime of your digital interfaces.
  • With better visibility, a CIO can understand the issues faced by customers/employees and can provide a personalized digital experience to them.

What’s the solution?

Many businesses are choosing AI-based platforms for better monitoring of IT infrastructure. AIOps platforms help in gaining more visibility into the user experience. With AIOps, you can automate the DEM process and can monitor user experience in real-time.

In a nutshell

The global AIOps market size will be more than USD 20 billion by 2026. You can use an AIOps platform for better visibility into the user experience. A CIO can automate steps for digital experience monitoring and can save time and effort. Enhance visibility into the user experience for better results!