Digital Experience Monitoring (DEM) is an adjacent area to infrastructure monitoring which focuses on measuring and optimizing the end-user experience with IT service. DEM looks at multiple facets of digital experience across a range of digital interfaces. This can be websites, mobile apps, or web applications, for example. DEM is how IT teams can put themselves in the shoes of users, in other words, understanding digital performance from their perspective. This enables teams to discover and fix issues proactively – before users call the hotline. Through DEM, teams also continuously track and analyze data to optimize user experience quality. In short, DEM is the key to productive employees and organizations—including yours.
DEM: an essential requirement for businesses across industries
You may be thinking, digital experience is not something that your industry has to be concerned with… but think again. Today, no organization can afford to overlook the importance of digital experiences to ensure they remain competitive. And the more touch points with users and customers there are, and the more distributed the value chain, the more attention you should be paying to digital experience monitoring, pairing it with IT infrastructure monitoring. In fact, any organization with a digital presence can benefit from monitoring and optimizing user experience, because it directly impacts customer satisfaction, brand reputation, and revenue.
A sample of DEM use cases in various industries
E-commerce, Retail and Supply Chain: Customers expect fast-loading websites and applications, failproof navigating, and a speedy, secure checkout. DEM comes to the rescue, helping to manage bottlenecks and ensuring a smooth experience for online shoppers or even onsite shoppers enhancing their shopping through on-the-spot web browsing. In this industry, DEM greatly contributes to ensuring revenue and brand reputation.
Banking and finance: Customers expect secure, reliable, and user-friendly digital platforms to manage their finances whether at home or on the go. DEM helps monitor performance, security, and functionality, ensuring that customers can easily access their accounts and perform transactions without issues.
Healthcare: Patients expect technology to complement first-line healthcare. Telemedicine and digital health platforms require high levels of security, reliability, and performance to deliver essential services to patients. DEM helps ensure that patients can seamlessly access health information, schedule appointments, and communicate with their providers. This helps healthcare providers ensure quality care while avoiding overburdening in-person services.
Travel and hospitality: Travelers expect instant information wherever they want or need it – whether they’re standing in an airport queue or researching a hotel on the spot. DEM, which helps optimize website performance, identify issues, and improve the overall user experience is crucial in offering a smooth experience for users to research, plan, and book their travel arrangements. Ultimately, this leads to increased bookings and customer satisfaction.
Media and entertainment: Streaming services, news websites, and online gaming platforms are the stuff of fleeting, instantaneous experience we all take for granted. DEM helps ensure that users access content without delays or interruptions, so high-quality, engaging digital experiences are delivered, keeping users entertained and informed.
Education: Students and educators are turning to online learning platforms to access course materials, participate in discussions, and complete assignments. DEM helps identify performance and accessibility issues, ensuring that all users can effectively engage with the platform.
Government and Public Services: Citizens rely on government websites and digital services for information, communication, and access to essential services. DEM helps ensure that these platforms are accessible, reliable, and user-friendly, promoting trust and confidence in public institutions.
SaaS and Technology: Software, including Software as a Service (SaaS) or other technology solutions must deliver reliable, high-performing applications to retain customers and maintain a competitive edge. DEM helps identify and address performance issues, ensuring that customers can fully utilize the software’s features and capabilities.
A platform that combines digital experience monitoring with infrastructure monitoring
Centreon now allows you to extend IT infrastructure monitoring capabilities with digital experience monitoring. Learn more on how IT infrastructure monitoring combines with DEM.
Let your team get a sneak preview on how much this powerful IT monitoring and DEM combination is a game changer for their daily operations and closer collaboration in ensuring digital performance – no matter your industry. Ask for a demo today.
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