A poor digital experience is bad for business. It leads to lost customers, lower conversions, decreased employee productivity and morale, and a damaged reputation.
This is why investing in a digital experience monitoring (DEM) solution is critical for any company that wants to grow year over year and outperform competitors.
What is Digital Experience Monitoring (DEM)
Digital experience monitoring solutions are those that measure the availability, performance, and quality of digital platforms, products, and services from the viewpoint of both internal and external end users. These solutions also map and analyze user behavior and the user journey.
The Cost of a Poor Digital Experience
Companies with the top-rated digital experience report 12% greater customer satisfaction and 2.3 times greater revenue when compared to average revenue growth over three years.
If you provide the opposite – a poor digital experience – you can expect the following:
A Poor Digital Experience for Internal Users
- Wired and WiFi networks perform poorly and unreliably
- Tools and services don’t work as needed
- The digital solutions employees need aren’t available
- There are an abundance of digital platforms available and a lack of clarity on when to use which solution
- One study reported that employees spend up to 20% of their work week simply looking for information or asking colleagues to help them with certain tasks. That’s one-fifth of the work week gone, and no actual work has been done.
Overall, a poor employee digital experience leads to lost productivity due to downtime and inefficiencies, slower project delivery, higher operational costs, high turnover due to frustration, and revenue losses.
A Poor Digital Experience for External Users
- Apps and websites don’t load properly
- It’s unclear how to move from one step to the the next in the purchasing journey
- Customer service is slow and unreliable
This causes users to abandon your site or apps, damages your reputation, and decreases your revenue. Organizations will experience increased churn rate, rising support costs, and will cede audiences to their competitors.
How DEM Solves Your Problems
DEM solutions eliminate poor digital experience by providing the following:
Deep Understanding of User Experience
These solutions track every step of the user journey, providing crucial insights into your internal systems. They will identify load times, session paths, apps used, etc.
If there are any points of friction along the way, either in the tools that employees depend on or along the customer’s path to purchase, these solutions detect and identify those issues. They then automatically alert IT to the problem so that specific steps can be taken to resolve the issue and improve the digital experience.
Thanks to AI-engines and machine learning algorithms, the more these solutions are used and exposed to the user experience, the more they come to understand the signs of impending issues. This enables them to spot possible system failures proactively. IT can resolve these potential issues before users are impacted, preserving business continuity.
Critical Data for Optimization
The data and analytics provided by DEM solutions are used by organizations to create tailored, user-specific digital experiences that are business-friendly and cost-efficient.
Ask yourself: What do I need my employees to do? What do I need my customers to do?
Then look at the data provided by your DEM solution. Does your digital ecosystem support your end goals and processes? Does it support them optimally and reliably, or is the process slow or inefficient in any way?
Once you know the answers, you can:
- Resolve any issues with existing products and services that are important and usable
- Eliminate products and services that are inefficient and/or unneeded
- Invest in specific digital tools and solutions to fill in the gaps and address unique pain points
The Business Impact of Using DEM
Improved Outcomes
DEM solutions lead to more efficient productivity and enhanced competitiveness – all of which improve strategic outcomes.
Enhanced Satisfaction and Loyalty
All users will appreciate streamlined digital experiences with fewer, faster-resolved issues. This creates enhanced customer and employee satisfaction and loyalty.
Faster Resolution Times
DEM solutions automatically identify the root cause of issues and provide actionable solutions. This enables IT professionals to resolve problems faster than ever and reduces the overall number of issues, safeguarding operational efficiency and lowering support costs.
Higher Conversion Rates
Digital experience issues can reduce customer engagement by 15%. A DEM solution instead delivers an experience that expertly meets customer needs, delivering higher conversion rates.
Don’t Let Poor Digital Experiences Ruin You
Adopt a DEM solution today to stay competitive. Give your users the digital experience they need and want, and watch your revenues grow accordingly.
Wyebot’s DEX Agent
Wyebot’s DEX Agent is an application that runs as a background Windows service on individual user devices. It works with Intel WiFi chipsets and the Intel Connectivity Analytics program to send telemetry data to the Wyebot cloud infrastructure. It complements our Wireless Intelligence Platform (WIP), delivering in-depth knowledge of the performance and behavior of end user devices all while WIP does the same for the entire network ecosystem.
Ask us about DEX Agent today and deliver seamless business continuity to your users.
Wyebot is the leader in AI-driven WiFi Automation. Our sensor, cloud, and client device technologies eliminate wired and WiFi network issues and improve the digital experience for every user, independent of location. Our award-winning, first-to-market, innovative solutions are changing people’s lives in the enterprise, healthcare, manufacturing + warehousing, MSP, retail and education industries.
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