Gartner’s recent report Now Tech: End-User Experience Management, Q3 2020 provides valuable insight into the evolution of digital experience monitoring technologies. The research suggests that I&O leaders must use Digital Experience Monitoring (DEM) solutions to optimize user experience across application environments and align technology KPIs to business metrics.

The post pandemic workforce is expected to remain remote for a while. In such a case, many organizations have, and are expected to make several changes to adapt. For instance, more and more companies would want to gain better visibility into connectivity, endpoints and application performance to ensure productivity is not hampered. By 2025, it is expected that 70% of digital business initiatives will require business leaders to report on business metrics from digital experience.

Picking the Right Technology to Measure Digital Experience 

Adopting the right technology can help monitor availability, performance and quality of experience an end user receives when they interact with an application and its supporting infrastructure. With the help of such technologies, organizations can gain comprehensive view into end-user experience, analyze business outcomes, and take measures to improve performance.

Ideally, digital device experience should be analyzed in the context of the capabilities and primary objectives of its subcomponent technologies, such as:

  • Real-user Monitoring (RUM): Measures user experience from the perspective of the application.
  • Endpoint Monitoring (EP): Helps gain visibility into performance issues at the endpoint.
  • Synthetic Transaction monitoring (STM): Helps organizations test services in a proactive manner.

The integration of these technologies helps organizations gain an in-depth view into customer experience and how it impacts the business.

The Future of Digital Device Experience (DDX)

IT teams are beginning to have lesser control over their applications and endpoints – thanks to the remote work adoption and workloads gradually moving to the cloud. This has made it imperative for IT to expand their monitoring capabilities. DDX tools provide organizations critical monitoring capabilities and better visibility into their end user devices. In addition, DDX tools enable organizations to determine the business impact of degraded performance and helps take proactive measures to mitigate losses.

  • Deep Visibility: DDX tools can help gain visibility into application availability and system performance. This helps organizations take proactive measures to improve end user experience and reduce barriers to productivity.
  • Remote-user experience: In order to detect and resolve issues proactively, IT teams need to have visibility into end user devices, no matter what their location is. DDX enables teams to achieve such objectives. With the right tools, organizations can gain visibility into application and system performance, and derive valuable insights through the same.
  • Employee productivity: DDX technologies enable efficient monitoring of end-point devices. Early detection of system and performance issues helps organizations mitigate such roadblocks. When employees have a positive digital experience, it improves their overall productivity, and consequently helps improve customer experience.

Market Analysis

Based on Gartner estimates, adoption of such technologies is expected to see a surge in the coming years.

Investment on DEM in 2020 is expected to be between $600 million and $800 million, with a five-year CAGR of approximately 10%.

As more and more organizations adapt and evolve their working patterns, it becomes important that user experience is monitored and analyzed closely.

Conclusion

End user activity monitoring is critical in understanding performance bottlenecks and improving overall productivity. A real-time user activity tracking mechanism can help organizations immensely in detecting and resolving IT issues proactively. In addition, it can reduce the Mean Time to Resolution (MTTR) for organizations and improve employee experience significantly.

Adopting a proactive resolution process is key in the digital experience monitoring process. When IT teams detect system and performances proactively, it enhances the overall experience with end user devices.

Contact us today to learn how Nanoheal can help you build a strong digital employee experience and make the IT resolution process more effective.

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