Industry experts offer thoughtful, insightful, and often controversial predictions on how APM, AIOps, Observability, OpenTelemetry and related technologies will evolve and impact business in 2023. Part 7 covers the user experience.
DIGITAL EXPERIENCE MANAGEMENT MOVES UP THE PRIORITY LIST IN 2023
Digital experience management (DEM) has become extremely important over the past year, as it has a direct impact on employee attraction and retention. The new world of widely distributed workforces and hybrid work has placed a greater burden on IT teams to make sure employees remain productive and satisfied in their work. We predict that DEM will continue to move up the priority list and garner more IT budget in the coming years as HR departments will be looking to the CIO and the IT organization to remain competitive in terms of offering a productive, satisfying end-user experience.
VP of Product Marketing, IGEL
THE DIGITAL EXPERIENCE-CENTRIC ORGANIZATION
Companies will become increasingly digital and experience-focused to thrive. The pandemic showed every company that its ability to survive was closely attached to the use of digital touchpoints to connect and service customers. Companies had to double-down on digital tools, improve their skills for managing digital experiences, and change operational processes and business models to adopt this digital-first approach. The pandemic-induced digital acceleration has only increased the pressure on every company to become a digital, experience-centric organization.
Senior Director, Strategy Customer Experience, Synoptek
CONVERGENCE OF DIGITAL EXPERIENCE MANAGEMENT WITH HELPDESK
2023 will be the year of convergence — where the markets are colliding. Currently, ITSM and ITOM product line of business convergence is being witnessed. In the coming year, digital experience management blended with helpdesk functions like remote assistance will converge with service management.
Sr Dir, Inbound Product Mgmt, ITOM, ServiceNow
NEED FOR DIGITAL ACCESSIBILITY
As many as 19 million Americans are excluded when digital experiences are not designed with disabled people in mind. 62% of those who use assistive technologies — like screen readers, tactile keyboards and more — say they frequently experience errors on a given day and 44% of those who use this tech experience errors that keep them from accomplishing a task on a daily basis. Many organizations haven't focused on ensuring their tech is available and accessible to everyone, making them behind on their digital accessibility journey. In 2023, we expect companies who are not prioritizing digital accessibility to lose users extensively in favor of companies who are ensuring their websites, applications, digital documents and more are readily available for all their users — including those with disabilities — and putting steam into testing for digital accessibility. For those organizations who haven't given the care and attention needed in this area, we're expecting to see them launching new efforts to incorporate digital accessibility into their brands.
VP of Technology Strategy, Sauce Labs
END-USER TOLERANCE FOR ERRORS CONTINUES TO DECLINE
User experience affects our everyday lives — and brands' bottom lines. ccording to a recent data study, nearly a quarter of consumers (23%) say they encounter an error or experience issue that keeps them from accomplishing a task online at least once a day, which is highly detrimental to brand trust and customer loyalty. With early 1 in 5 (18%) users saying they won't wait any length of time for an error to be fixed, they'll simply go somewhere else, and as tech becomes evermore pervasive, we expect end user tolerance for errors to continue to decline—making this a top priority for IT leaders.
VP of Technology Strategy, Sauce Labs
CONNECTING THE DOTS BETWEEN CRASH AND ERROR REPORTING
How users interact with our applications and their experience with them has always been a factor in development. However, over time, the emphasis placed on user experience over other factors has ebbed and flowed. That will change as users will continue to expect smoother and faster experiences with applications and will have less tolerance when their apps fail to comply. This means organizations will need greater visibility into not just crashes and the errors associated with them, but the performance issues that are as good as a crash, like slow screen loads and frozen apps. I predict we will begin to see more emphasis on teams trying to connect the dots between crash and error reporting and performance issues to get the full picture of the user experience with their application, and a true(r) readout of their apps' performance.
Product Marketing Manager, SmartBear
WEB3 MAKES USER EXPERIENCE EVEN MORE CRITICAL
Applications and systems will continue to be at the core of modern business in 2023, and the issues that end-users face, including slowed performance or downtime, will now have real consequences felt across the entire organization, especially as businesses ramp up digital transformation into Web3. To ensure Web3 transformation goes confidently, it's critical to have the right tooling for efficient and effective development, which in turn lowers spend and speeds up delivery times. Performance and load testing tools are designed to provide testers and developers with the ability to simplify and scale performance engineering across the organization, streamlining the transformation process.
EVP & Chief Strategy Officer, Tricentis
CONVERGENCE OF TESTING AND APM
2023 will see the beginnings of a convergence of testing and APM. We're starting to see consolidation in both the market and in the personas we're all chasing. Testing companies are offering monitoring, and monitoring companies are offering testing. This is a natural outcome of the industry's desire to move toward true observability: deep understanding of real-world user behavior, synthetic user testing, passively watching for signals and doing real-time root cause analysis–all in service of perfecting the customer experience. The widespread and rapid adoption of OpenTelemetry and OpenTracing (and their implementation into many testing tools) is indicative of what's coming.
VP of Global Solution Engineering, Sauce Labs
Go to: 2023 Application Performance Management Predictions - Part 8, the final installment, covering NetOps and Network Performance Management.
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