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The Rise of Digital Experience Management (DEM)

In today's digital age, where businesses strive to deliver exceptional user experiences, Digital Experience Management (DEM) has emerged as a game-changing technology.

With the work-from-anywhere model, IT teams have seen a rise in the number and cost of support tickets related to user experience issues. They don’t have the right tools to provide them visibility into the end-to-end user experience. Now is the time to empower IT teams with the visibility to monitor the digital experience of their employees, and remediate user experience issues before or when they arise. DEM empowers IT teams to detect and resolve productivity- impacting experience issues caused by a user’s device, network, or application before they turn into bigger problems.

What Is Digital Experience Monitoring (DEM)?

Digital experience monitoring (DEM) makes it possible to view application performance issues from a user experience vantage point, isolate service performance problems across the delivery chain, speed up root cause determination and resolution and optimise digital transactions and customer journeys.

Digital Experience Management encompasses a set of practices, strategies, and tools designed to optimise and enhance the overall digital experience of users. It involves monitoring, measuring, and analysing various aspects of digital interactions, including websites, mobile apps, social media, and more. By gaining real-time insights into user behaviour, performance issues, and overall satisfaction, DEM enables businesses to identify areas of improvement and take proactive steps to enhance their digital offerings.

“Digital experience monitoring (DEM) is a performance analysis discipline that supports the optimisation of the operational experience and behavior of a digital agent, human or machine, with the application and service portfolio of enterprises. These users, human or digital, can be a mix of external users outside the firewall and inside it. This discipline also seeks to observe and model the behavior of users as a flow of interactions in the form of a customer journey.”

Why Is Digital Experience Monitoring Important?

DEM is a real-time monitoring tool that helps IT operations teams ensure user issues are quickly mitigated, and the network is not disrupted. DEM solutions complement existing application performance monitoring (APM) and network performance monitoring and diagnostics (NPMD) tools. Together, they provide an end-to-end picture, with DEM also adding insight into the user experience. It is those experiences that most directly translate into business outcomes.

The rising popularity of DEM can be attributed to several factors:

  1. Increasing Digital Transformation Initiatives: Enterprises are rapidly embracing digital transformation to stay competitive. As a result, the demand for DEM technology has grown, as it aligns perfectly with the goal of delivering exceptional digital experiences across all touchpoints.

  2. Changing User Expectations: Users today have high expectations when it comes to digital experiences. They demand seamless, personalized, and consistent interactions across platforms. DEM empowers businesses to meet these expectations, fostering customer loyalty and retention.

  3. Evolving Technology Landscape: The advancements in cloud computing, artificial intelligence, and machine learning have paved the way for more sophisticated DEM solutions. These technologies enable businesses to collect and analyse vast amounts of data, uncover actionable insights, and automate processes, driving the DEM market forward.

How Digital Experience Monitoring Complements Security

As many organizations shift network and security architectures to the cloud, such as through SASE, balancing seamless digital experience with security enforcement is a constant struggle. When security impacts user experience by adding latency, streaming downtime or renders applications inaccessible, users will often find ways of bypassing security enforcement. Often this includes use of unsanctioned applications or transferring sensitive data to personally owned devices. When remote connectivity is seamless, easy to use, and improves overall digital experience, employees will use it – improving an organization’s overall security posture by keeping users on sanctioned devices and services the organization can control. SASE products that feature native DEM capabilities bridge the gap between network and security teams by addressing both challenges through a single solution.


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