Business continuity is a challenge we are all currently facing, as most of us are unable to step into our office. During this time of social distancing, businesses rely on technology and software to collaborate with our team, interact with clients, and update information. Software applications can be broadly categorized into two categories: ‘on-premise’ and ‘cloud’.

Confronted with the global Coronavirus pandemic, IT and Network administrators now face the prospect of having large numbers of employees suddenly working from home. This change will likely require accelerated testing of network performance and digital experiences to ensure business-critical services operate smoothly.

Research is clear: customer service is one of the biggest drivers of customer loyalty. In fact, 78 percent of U.S. consumers say customer service is important to loyalty, according to Netomi’s State of Customer Service 2020 report. Increasingly, customers expect support that is fast, personal, and effective. To deliver the experience that customers expect, companies are adopting AI to provide immediate resolutions that bring customer delight and business value.

In the past 3 years, the AI space has become so noisy that even seasoned executives struggle to cut through the jargon, making it challenging to deliver against an AI strategy. Support leaders face a series of roadblocks. The AI space overall isn’t accessible to the business stakeholders who want to leverage it for improved customer experience.

Digital Experience Monitoring (DEM) is a growing practice within IT organizations that provides insight into the factors that make up the overall application User Experience (UX). As systems become more complex, as cloud adoption continues to grow, and IT loses direct control of infrastructure, it becomes both more difficult and more important to capture the overall end-user experience.