End User

December 14, 2020

Industry experts offer thoughtful, insightful, and often controversial predictions on how APM and related technologies will evolve and impact business in 2021. Part 3 covers monitoring ...

November 19, 2020

APMdigest posed the following question to the IT Operations community: How should ITOps adapt to the new normal? In response, industry experts offered their best recommendations for how ITOps can adapt to this new remote work environment. Part 4 covers monitoring and visibility ...

November 03, 2020
As new technologies are incorporated to develop attractive, fast, feature-rich, secure, responsive, and turnkey software solutions, the expectations of customers continue to rise. They want their software applications to be high performing irrespective of the digital devices, browsers, operating systems, or networks. And with the preponderance of so many avenues and systems, the complexity of software systems (and their failure) is bound to increase. To address such challenges, enterprises need to look beyond traditional software quality assurance services and embrace quality engineering ...
July 15, 2020

Digital Experience Monitoring is a tool that should be integrated with an organization's change management strategy. A key benefit of SaaS/cloud is no longer being responsible for software and hardware upgrades, maintenance, and patch cycles. Migrating to Microsoft Office 365 means no longer spending precious time and resources on Windows, Exchange or SharePoint upgrades for example. But that doesn't mean that IT can ignore changes or doesn't need to monitor for their effects ...

July 14, 2020

As systems become more complex and IT loses direct control of infrastructure (hello cloud), it becomes both more difficult and more important to capture and observe, holistically, the user experience. SaaS or cloud apps like Salesforce, Microsoft Office 365, and Workday have become mission-critical to most businesses and therefore need to be examined when it comes to experience monitoring ...

February 11, 2020

When it comes to growing a successful company, research shows it isn't about getting the most out of employees, but delivering an experience that empowers them to be and do their best. And according to Priming a New Era of Digital Wellness, a new study conducted by Quartz Insights in partnership with Citrix Systems, technology is the secret to doing so ...

February 03, 2020

To effectively deliver a great CX requires that the CX team, which represents the business requirements, and the IT/ digital team, which represents the technological possibilities and can execute on those, collaborate effectively. To better understand this dynamic, Cyara fielded research on the state of collaboration between IT/digital teams and CX professionals in North America ...

December 17, 2019

Industry experts offer predictions on how APM and related technologies will evolve and impact business in 2020. Part 4 covers End User Experience ...

December 02, 2019

xMatters recently released the results of its Incident Management in the Age of Customer-Centricity research study to better understand the range of various incident management practices and how the increased focus on customer experience has caused roles across an organization to evolve. Findings highlight the ongoing challenges organizations face as they continue to introduce and rapidly evolve digital services ...

October 15, 2019

According to a study by Forrester Research, an enhanced UX design can increase the conversion rate by 400%. If UX has become the ultimate arbiter in determining the success or failure of a product or service, let us first understand what UX is all about ...

September 19, 2019

You must dive into various aspects or themes of services so that you can gauge authentic user experience. There are usually five main themes that the customer thinks of when experiencing a service ...

September 18, 2019

Service desks teams use internally focused performance-based metrics more than many might think. These metrics are essential and remain relevant, but they do not provide any insight into the user experience. To gain actual insight into user satisfaction, you need to change your metrics. The question becomes: How do I efficiently change my metrics? Then, how do you best go about it? ...

September 16, 2019

Top performing organizations (TPOs) in managing IT Operations are experiencing significant operational and business benefits such as 5.9x shorter average Mean Time to Resolution (MTTR) per incident as compared to all other organizations, according to a new market study from Digital Enterprise Journal ...

August 27, 2019

Digital transformation is a journey, not a destination. Your enterprise needs the right insights to drive a continuous process that can create positive user experiences and improved efficiencies before, during, and after the implementation of SAP S/4HANA ...

August 14, 2019

The on-demand economy has transformed the way we move around, eat, learn, travel and connect at a massive scale. However, with disruption and big aspirations comes big, complex challenges. To take these challenges head-on, on-demand economy companies are finding new ways to deliver their services and products to an audience with ever-increasing expectations, and that's what we'll look at in this blog ...

June 18, 2019

Three-quarters of organizations surveyed by Gartner increased customer experience (CX) technology investments in 2018 ...

February 19, 2019

This is a classic scenario which continues to plague Network, Application and IT leaderships teams. The toolsets tell a good story showing "green" yet the complaints keep coming. Lots of questions, very few answers ...

December 17, 2018

APMdigest invited industry experts to predict how APM and related technologies will evolve and impact business in 2019. Part 3 covers website performance and the end user experience ...

October 29, 2018

In today's digital economy, monitoring is a must. Your customers must be able to access your website and your apps, interact, purchase — and monitoring is one way to make sure this keeps happening. But the first question has to be: What should be monitored? With this in mind, APMdigest asked experts from across the IT industry for their opinions on what IT departments should be monitoring to ensure digital performance. Part 1 starts with a high level view of the end-user and customer ...

July 25, 2018

As IT service delivery solutions change, organizations are looking to next generation technologies (NGTs) to increase efficiency and deliver a better customer experience. Specific technologies like "cloud-to-the-edge" and artificial intelligence (AI), as well as marketplace shifts like the proliferation of the subscription economy and the importance of Digital Transformation, necessitate action for organizations to keep pace with their competitors ...

July 16, 2018

The question of SaaS-based technology over the past decade has quickly changed from "should we?" to "how soon can we?" even for the most customized and regulated of industries. This macro move toward SaaS has also encouraged a series of IT "best practices" that have potential impacts on the employee digital experience, organizational risk and ultimately, productivity ...

May 07, 2018

Almost every company is facing the challenge of digital transformation today. This means rethinking and retooling your company to compete and succeed in an increasingly digital world. While digital transformation is not only about technology, the right tools can help. To find out what these right tools are, APMdigest asked experts from across the IT industry for their opinions on the essential tools to support digital transformation ...

April 19, 2018

In the course of researching, documenting and advising on user experience management needs and directions for more than a decade, I've found myself waging a quiet (and sometimes not so quiet) war with several industry assumptions. Chief among these is the notion that user experience management (UEM) is purely a subset of application performance management (APM). This APM-centricity misses some of UEM's most critical value points, and in a basic sense fails to recognize what UEM is truly about ...

December 21, 2017

Industry experts offer predictions on how APM and related technologies will evolve and impact business in 2018. Part 4 covers the end user experience ...

September 28, 2017
Most senior executives recognize that unified communications and collaboration (UC) are integral applications on the digital transformation path. As a result, many companies are in the process of replacing legacy voice and video infrastructure and disparate messaging and collaboration tools with next-generation UC systems, including cloud-based unified communication as a service (UCaaS). With UC, companies can accelerate time-to-revenue, improve productivity and reduce capex and opex – the three pillars of return on investment (ROI) that drive corporate strategy ...

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