What is DEM and its Advantages?

Think of all the interactions you have on a day-to-day basis with workplace technology. You log onto the computer, sync up your device, open a browser, open your email, and then join a video call! All of these say a lot about the digital experience. But there may be times when the app might not work, or maybe you are not able to join the video call due to poor connection. From an IT perspective, the cloud application may look perfect, but the end-users may face technical glitches, which can badly affect their productivity. This is where digital experience monitoring (DEM) steps into the picture.

What is a DEM?

It is a management system that analyzes the usage and performance of data across applications, devices, and infrastructure to know how the user’s interaction with the technology impacts the overall digital experience. Since companies have shifted their services and applications to the cloud, it’s beyond the scope of IT to keep a check on all the components. People have high expectations of the system they’re using in their daily lives. And to keep up with the expectations, control and visibility over all the components become important.

This is why DEM is important for the success of your business. Besides this, every business will need a digital experience assurance tool to keep a check on the end-user experience. When considering a DEM tool, some of the important things need to be factored in. These include the total number of channels needed for monitoring, the kind of data to be tracked, and the required levels of reporting and analytics.

Reasons why DEM is critical for your company

Before DEM came into being, there were traditional ways of solving problems in the workplace. Employees would have to break their heads to find out why problems like poor connection, frozen screen, crashed app, etc., are taking place. For exactly such reasons, they either had to raise a support ticket or call the IT person to handle the situation. So, this entire way of tackling such problems was time-consuming, which also affected the productivity levels. Today, this old-school approach will never fit into the modern digital environment. And this is especially true for work environments that have embraced cloud apps and services.

For the best digital customer experience, it’s important to adopt a proactive approach that’ll continuously track the factors negatively impacting the user experience. This is where digital experience monitoring does the miracle. Through intelligent analysis and automation, the experts can quickly identify the problems even without the user’s notification regarding the same. With DEM at your disposal, it becomes easier to focus on other aspects of the business, such as service desk operations and IT asset optimization, among others.

Now that you’ve understood why DEM is crucial, let’s take a look at its top 3 benefits for providing customer experience assurance.

1. Improves IT visibility: One of the greatest advantages of DEM is the real-time data that it collects continuously from across the digital environment. The availability of real-time information on the app’s performance, storage capacity, CPU usage, and latency, among others, can offer a better picture of what employees may face regularly and how it might affect their productivity levels. This provides room for faster improvement and aligns all the digital infrastructures for a better user experience.
2. Productive workforce: When employees experience technical glitches regularly in the workplace, it’s understood that they’ll be unproductive. But when issues are addressed immediately, even before they turn into problems, you can be assured that the employees will enjoy a great digital experience. This will also motivate them to stay productive and happy. To ensure a peaceful working environment, businesses need to have a solid digital experience platform to get all their real-time data.
3. More business growth: DEM is known for driving excellent business outcomes by expanding opportunities, enhancing efficiency, and offering a competitive advantage. By evaluating the user needs and understanding how digital experience can impact productivity and employee experience, businesses can go about establishing KPIs.

Conclusion

After all this discussion, you must be thinking: why should you invest in digital experience monitoring when you can simply obtain qualitative feedback from the users about their experience? It’s true that sentimental analysis or feedback from users cannot be captured through endpoint data. But when you’re implementing IT strategies, you need to have objective data at your disposal, which is not possible just by interviewing the users. You need to understand that DEM is a growing market, and businesses have to select a suitable digital customer experience platform for the best user experience.

James Daniel is a software Tech enthusiastic & works at Cigniti Technologies. I'm having a great understanding of today's software testing quality that yields strong results and always happy to create valuable content & share thoughts.