Digital Experience Management Heats Up: Are You Ready?


It’s not a stretch to say that nearly every customer experience in almost every industry is driven or supported by digital technology. Digital experiences on our devices make up a large portion of most of our days. In fact, you’re having a digital experience right now reading this article in your email application on your smartphone, tablet, or laptop.

There’s a lot that goes into creating your digital experiences, and even more that can go wrong. The difference between a two-second to a five-second delay when using an application can mean the difference between satisfied end users, and users logging complaints with IT. It’s not enough to know how your network is performing; you need to know how the digital experience is from the point of consumption, the end-user device.

That’s where digital experience monitoring (DEM) comes in. Gartner defines DEM as the experience of all digital agents — human and machine — as they interact with enterprise applications and services. DEM has become a larger focus for businesses that embrace digital transformation. To provide better user experiences, you need to monitor all aspects of the digital experience.

DEM gives you insight, not hindsight

Using a DEM platform, IT departments gain an understanding of what a user sees when they use an application to execute a critical business process. This could be a customer service agent looking up a customer account in the CRM app, medical staff accessing a patient record in the EHR, or a cashier scanning the bar code at the POS in the checkout. Delays in these types of processes can be frustrating and costly.

DEM empowers IT to monitor the actual end-user experience of any local, cloud, web, or mobile app running on any physical, virtual, or mobile device. IT can identify and react to issues before an end user even has an opportunity to complain. This allows IT to answer important end-to-end experience questions, such as:

  • Are applications slow to load? What’s the latency?
  • How does the user navigate the application?
  • What other applications are running on the device?
  • How did the transaction traverse the network and datacenter?
  • Did the change you made to the application or infrastructure have an impact?

DEM closes the visibility gap between what your IT monitoring tools show and what your workforce or customers are actually experiencing. You can catch issues before they start, fix bottlenecks, and make sure they don’t happen again — that’s powerful. And it is vital in environments where end-user productivity is business critical.

Meeting or exceeding the expectations of your digital users is mandatory in today’s digital business world. Failing to do so will leave your company behind. It could mean lost revenue, lost productivity, or even damage to your brand. But with a DEM strategy, you can find valuable insights in application performance data and user behavior to create a superior digital experience and a competitive advantage.

Riverbed SteelCentral can help

Riverbed SteelCentral™ provides IT organizations with the market’s most complete, modular, and integrated performance management solution to enable you to monitor end users, applications, networks, and infrastructure — wherever they are, on or off the cloud. It is the only end-to-end solution that combines user experience, infrastructure, application, and network monitoring for a holistic view of application performance in today’s highly mobile, digital business world. This is critical to being proactive in detecting performance issues, instead of reacting to a problem after it’s already hit.

Riverbed SteelCentral was recently named a challenger in the Gartner 2016 Magic Quadrant for Application Performance Monitoring. Download a copy of the report here.