A quick guide to digital experience monitoring (DEM)

User experience is everything in our highly commoditised online world. With attention spans at an all-time low and remote working the norm, a device or network performance issue can derail profits, productivity, and consumer trust instantly. But digital experience monitoring (DEM) provides a solution. It’s an emerging software interdependency monitoring approach and it’s gaining traction with double-digit growth. Read on to find out more about DEM and how it can benefit your business.

What is digital experience monitoring?

DEM is a real-time monitoring tool that helps IT operations teams ensure user issues are quickly mitigated, and the network is not disrupted. DEM solutions complement existing application performance monitoring (APM) and network performance monitoring and diagnostics (NPMD) tools. It allows a look across the whole infrastructure – including all dependencies – to tell the authentic story of each user journey, machine or human. This provides the opportunity for more improvements to uptime, performance, user experience and security than with current monitoring models. And the popularity of digital experience monitoring (DEM) is growing exponentially year on year.

Why is DEM important?

You own your user’s experience – even if you don’t own all the tech that supports it. According to Thousand Eyes, a great DEM, “combines network and app synthetic monitoring, [end-user] experience monitoring (EUEM), BGP route feeds, and Internet and cloud outage detection, enabling you to emulate user [behaviour] and track customer journeys from an unprecedented scope of global vantage points.” When you know what is causing outages and failures, you can quickly pivot to prevent customer dissatisfaction. It also transitions the role of IT into a direct business growth generator instead of a tech caretaker. This allows for the input of business KPIs including user performance. IT teams can now take ownership of user engagement with more KPIs like bounce rate, outages, bug reports, case volumes and more.

How can it benefit my business?

Digital experience monitoring is a way of understanding how well IT enables end users’ productivity by quantifying their experiences with workplace technology. This gives IT greater visibility into how devices, apps, services, etc., work for users, as well as better insights for improving digital experience overall. DEM benefits businesses by providing actionable data. Through DEM, IT departments can take swift action to reduce downtime for internal and external customers. More uptime means more usage. And more usage means greater productivity for your teams and profit from your customers. Also, DEM gives you a 360 view of both the human and machine interactions with your infrastructure. You’ll receive insights like never before. This will help you to make meaningful improvements to your tech that brings desired functionality. Lastly, you’ll stay on top of security threats with such a holistic view. Cybercriminals and hackers will have less opportunity to go unnoticed if a vulnerability is discovered.

Want to know more about digital experience monitoring (DEM)? Keen to discuss how it could quickly add real value through insight to your user’s journey? Talk to our specialist DEM team now.

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