The concept of monitoring has progressed in the last few decades due to the rapid technological advancements in the digital world. It has completely transformed the way the world forms interaction with websites, applications and services. The major changes experienced in the past one decade are due to the use and development of technologies such as: cloud computing, edge computing, application programming interface (APIs), client-side and server-side rendering, etc.
Traditionally, a system’s performance was evaluated by the time it takes to load a page but now users’ concerns are far beyond that. Users are interested in things that are visible and possible to interact with, rather than things that are not. The notion of digital experience monitoring (DEM) is new in the technological arena. Gartner, the world’s leading research and advisory firm, defines it as an experience of interaction between digital agents and organizations' applications and services.
DEM is a software that helps in locating, tracking and improving both the end-user experience and web based resources. The purpose is to help businesses in understanding their products’ ability to perform and usage by monitoring traffic and user behavior. The analysis includes both real-time user experience and the theoretical performance of a service using analytical tools. These tools also help in identifying issues faced by the end-user while navigating the site.
The digital monitoring of web services or applications is important to stay aligned with the digital consumers’ demands to keep the business in competition. The majority of the consumers are present on digital platforms and, by integrating DEM strategy, businesses can discover insights from user behavior and application performance data. Companies need to implement a robust DEM plan to provide an excellent customer experience.
The key components of Digital Experience Monitoring
1. Approachability
In DEM, approachability means, “how end users are accessing the application”. In case they are not, then what is stopping them from doing it. In the digital world, approachability is complex as compared to the traditional IT sphere. Previously, every information was stored under one roof and the main concern was “how approachable data centers were for end users”.
2. Ease of Access
“How conveniently end users are accessing the application?” is another major concern in DEM. The terms approachability and ease of access are used interchangeably, depending on the prevailing issue. However, they both need to be treated separately because sometimes end users can easily approach the application but are not able to access it.
3. Performance
Performance monitoring is a critical thing for any enterprise because, if the application is not performing, the impact is directly on the brand. No user likes slow or low-performing applications and, in today’s digital world, bad performing applications are rejected immediately.
4. Accuracy
“How accurately and consistently an application is performing?”: this is where an enterprise needs a data scientist to monitor the application. The job of a data scientist is critical because they need to understand and define the problem by going in-depth before presenting any conclusion.
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