End-user experience monitoring (EUEM) enables IT professionals to understand issues from the viewpoint of end users, deliver a better customer experience, and fix issues more quickly by constantly capturing failures, breakdowns, page load data, network requests, and other metrics.
Monitoring empowers IT organizations to implement service-level agreements by allowing them to easily monitor how content services and third-party APIs influence software performance. Companies are involved in gauging digital experience from the end-user’s standpoint; therefore, the IT paradigm has evolved mainly from assisting call center operations to serving a wider virtual environment.
DEM solutions extend Application Performance Monitoring (APM) by including the outside-in perspective to ensure applications and services are available, functional, and performant across all channels of the digital customer experience in real-time. Monitoring tools combine application performance data, real user behavior, synthetic monitoring, and deeper experience insights like session replays to pinpoint digital experience issues and understand the precise impact to business KPIs.
Throughout the pandemic, several sectors implemented digital experience monitoring technologies to enhance the customer experience as identifying the end user’s and audience’s demands and behavior is vital. Businesses have employed digital experience monitoring technology to support contracts, product demand, and user experience. Moreover, according to Eurostat data from 2020, 87% of EU individuals aged 16 to 74 claimed they had been using the internet. The proportion of people using the internet has increased exponentially, from 68% in 2015 to 89% in 2019.
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