What is digital experience monitoring (DEM)?
Digital experience monitoring (DEM) helps teams to monitor and measure the user experience of customers, and sometimes employees, across an organization’s digital portfolio, including applications, services, and devices. Unlike traditional IT tools, which emphasize the technology, DEM helps teams to understand what is occurring from the user’s perspective.
Digital experience monitoring is often broken down into the following categories:
- Web page performance monitoring
- Native app performance monitoring
- End-user experience monitoring
- Digital customer experience monitoring
What are the benefits of digital experience monitoring?
Digital experience monitoring (DEM) is especially helpful for organizations that are in the midst of undergoing a digital transformation. With DEM, teams can be everywhere at once (kind of).
The latest generation of digital experience monitoring tools and platforms combines application performance monitoring (APM) and end user experience monitoring (EUEM) into one comprehensive platform.
- APM tools evaluate how an app is performing
- EUEM tools analyze user behavior within the app or website itself
Other common features of DEM tools include session replay, intelligent frustration detection, and other advanced features powered by AI and machine learning.
With DEM tools, teams can better analyze how an enterprise’s applications and services are performing. The goal of DEM is to ensure a consistently positive customer experience across devices, operating systems, and other factors.
As a real-time monitoring tool, digital experience monitoring platforms help large enterprise organizations quickly identify problems and vulnerabilities, including outages, downtime, slow page loading times, and other costly disruptions. By monitoring performance data, DEM tools help teams to identify when processes are going well (or not).
With DEM tools, teams can more effectively identify what is causing an issue, as well as how that issue is impacting performance. This information makes it easier for teams to recommend solutions, predict future trends, and adapt accordingly.
Who uses digital experience monitoring (DEM)?
In general, digital experience monitoring (DEM) tools are used by larger enterprises.
In the past, IT operations were not usually run by one collaborative, centralized team. Advanced DEM tools such as Quantum Metric, however, make it easier for teams to align on priorities. Some teams that benefit from DEM include digital marketing, cyber security, web management, and application development, among others.
Digital experience monitoring (DEM) tools and software
Some common digital experience monitoring tools and software include: