Customer service management can make or break the growth of your organization. If you're failing to deliver incredible customer experiences that prioritize clear communication, your organization is vulnerable to low customer retention rates. According to Gartner, more than two-thirds of businesses are now competing primarily on the basis of customer experience. This is up from only 36% in 2010. Customer experience is critical to your organization's future success. If you're delivering exceptional customer experiences that result in high levels of customer satisfaction, this will naturally drive up your customer retention rate. You can only deliver incredible experiences with the right customer service management tools in place.

If you live and breathe in the technology industry, chances are you are hearing Digital Experience Monitoring a lot these days. So what is Digital Experience Monitoring (DEM), and why is IT obsessed with it? With a remote-first culture brewing in every company, IT needs to ensure that employees on their machines are productive and satisfied with the performance of typical enterprise applications such as Microsoft 365, Salesforce, Workday, etc. A DEM solution collects application and desktop user experience (UX) insights holistically, giving IT a broader context for troubleshooting performance issues. Let's discuss six use cases for DEM.

Digital Experience Monitoring (DEM) solutions like those from Exoprise monitor SaaS and custom web applications behind the firewall or cloud to deliver optimal performance to end-users. In a survey done by Forrester, 51% of technology teams and individuals are now objectively managed on providing the right technology to improve and manage the end-user experience. While the onset of COVID may have led companies to restructure a year ago, the same companies are now presented with new challenges to support a hybrid workforce and retain the best employees.

The Covid-19 pandemic has dramatically altered working experiences and what we consider to be normal. Almost every industry has been affected and businesses were forced to scramble to find ways of operating at such a difficult time. Things have begun to improve, and we may be through the worst of the pandemic, but it has had a lingering effect.

In the latest of an occasional series, today we hear from Andy Pflaum, Director of Platform Solutions at Slack, discussing the rapid growth in the number of apps being built by developers within the platform, the effect of the recent pandemic and remote working on current and future direction, as well as the recent tie-up with Salesforce.

Service Watch for Real User Monitoring (RUM) has come a long way. Our last product update announcement talked about new layouts for Service Watch Browser (SWB) and Service Watch Desktop (SWD). These new layouts and widgets provide IT with a holistic end-user experience score. If we try to use business-critical application services from home (or call it #WorkAnyWhere), the experience is often not the same as working from corporate headquarters. Service Watch closes this gap with its browser and desktop passive monitoring solution, enabling IT to collect 1000's of advanced metrics for accelerating troubleshooting.

Remote working is here to stay, so it's vital that businesses understand how to get the best out of their staff. For some roles, working remotely is easier than others - DevOps employees, for example, can face challenges if they're not fully supported within the organisation. In a distributed workforce, there's a higher risk of security issues and application problems, so it's crucial that organisations support them to keep the organisation running smoothly. Here are 6 ways to do just that.

Operations managers are the linchpin between the company's internal and external operations. They oversee what goes on with internal stakeholders and take appropriate actions to ensure everything works perfectly in the outside world, i.e., with customers, investors, shareholders, etc. Hiring for this role can be challenging, especially with the high competition for top-level talent. So we've rounded up some tips to help you out with the hiring process.