Three essential elements to digital experience monitoring

How a holistic approach to digital experience monitoring can help you deliver premium experiences – on any device.

Phone and tablet apps – old news. Desktop/laptop apps – even older news. Enterprise apps – same. As users, we’re accustomed to these kinds of apps and have certain expectations of them. New devices, new OSs and new platforms keep the innovation rolling, but these forms of apps are well known entities. TVs have had apps for a while. Set top boxes & streamers: ditto. Refrigerators: yes. Cars: sure, why not. There’s even a smart toaster. I’m sure you can add to the list. The point is digital experiences through apps are an increasingly pervasive part of our physical world beyond our phone, tablet and laptop screens.

When these app experiences go well, all is good. When there’s a glitch (can you say “buffering?”), there’s a problem. If the glitch happens more than once – big problem.

What can organizations who provide these app experiences do to measure experiences and remedy issues? This is where digital experience monitoring comes in.

With digital experience monitoring (DEM), organizations can gain visibility into the performance and even the effectiveness of their apps. Many DEM solutions stop here. However, the best DEM solutions can also find problems fast, determine the root cause all the way down to a piece of code or infrastructure element. Finally, a DEM solution should give recommendations for how to fix any issues causing a negative experience and provide guidance on how to prevent them.

Key capabilities for digital experience monitoring include:

  • App Experience Analytics – At its core this is end-user experience monitoring across all app channels to measure the experience and monitor for problems. In addition, crash analytics can quickly determine which apps are experience problems on which platform, device, carrier and versions. User session playback will allow you to see a video animation of real user sessions including app screens and user gestures. And you can get user behavior insights through the tracking, reporting and analysis of data that helps you determine stickiness based on user visits, the user’s journey and overall usage.
  • Application Performance Management (APM) – With APM you get automatic problem discovery, evidence gathering and workflows that assist you with the triage of application issues. Intuitive application topology views can help you simplify complex “app maps” to get a clear and actionable view of performance. Aggregated views into total service performance can handle complex modern stacks that include hosts, containers, microservices, APIs and applications. App performance drill-downs give you complete diagnostic insight through transaction tracing supporting APIs, Docker, Node.js, Java, PHP, .NET and more.
  • Infrastructure Management – Whether your back end runs in your data center or public, hybrid and private cloud you can get intuitive visualization, reporting and alerting with compressive mentoring for all your IT resources. Intelligent and predictive alerting can give you the insights needed to resolve infrastructure issues rapidly and proactively. And a solution with rapid, automated deployment and configuration help you meet the demands of today’s highly dynamic and DevOps-centric environments.

The app-to-infra advantage

While many point solutions exist that provide some of the benefits of the individual capabilities listed above, by using a solution that integrates them, you have a unique advantage: the app-to-infra advantage. In real life environments, applications can often span both cloud and traditional infrastructure. When a problem happens, there is a need for a unified view of the user’s transaction, regardless of the type of infrastructure that is involved: cloud, physical or virtual. This helps you pinpoint any infrastructure issues which may be causing a degraded user experience.

Being able to do app to infrastructure correlation is a key benefit to an integrated digital experience monitoring solution.  CA Digital Experience Insights is such a solution and with it you can get deep, proactive insights into user experience with integrated APM and unified app-to-infrastructure visibility.

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