Poor Digital Monitoring Hurts Customer Experience

By Dennis McCafferty
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    Poor Digital Monitoring Hurts Customer Experience

    Poor Digital Monitoring Hurts Customer Experience

    Companies know that problems with customers' digital experiences can hurt business, but few of them are using the tech tools needed to track these issues.

While the majority of IT professionals are familiar with the concept of digital experience monitoring (DEM), only a small minority of organizations are actually deploying these solutions, according to a recent survey from SolarWinds. The resulting report, "Digital Experience Monitoring (DEM): Survey of IT Professionals," reveals that most companies are at least starting to develop a DEM strategy. They're doing so because, for many, negative digital customer-related experiences are common, and a notable number of tech teams are devoting a considerable number of hours every week to these issues. Through better digital monitoring tools, they hope to eliminate slow digital performance for customers and/or website and app downtime, while more effectively troubleshooting customer experience (CX) problems. "We live in a highly digital world where companies can no longer take a passive approach to the digital experience of their customers—it's an organization's most important competitive advantage and makes all the difference between a good or bad customer experience," said Christoph Pfister, executive vice president of products for SolarWinds. More than 240 North American IT professionals took part in the research, which was conducted by Penton Research.

This article was originally published on 2017-09-01
Dennis McCafferty is a freelance writer for Baseline Magazine.
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