Business IT managers, providing online services to end customers, are undoubtedly all too familiar with customer complaints that certain services are not always accessible, or that it takes too much time to get a reply through the business web site, even though internet connections are functioning well!
These types of issues fall under a broad IT umbrella, which is called the ‘Customer Digital Experience.’
What is Digital Experience?
Digital Experience is a broad term that encompasses the quality of the entirety of all digital connections a business provides to its customers and employees.
The consumer Digital Experience takes place over multiple channels, such as websites, mobile apps, and online support and chat. For your customers, it affects how they perceive your products, your services, and your brand.
How did COVID-19 impact our online experiences?
The last year’s events impacted our way of life in many ways – how we meet each other, work, shop, learn, and consume vital services. Dealing with the coronavirus emphasized even more why Digital Experience matters for any business and organization with external customers.
In the governmental and public sectors, for example, the consumption of vital services online (e.g., health, public insurance and taxes, payments for municipal services, and more) became the new norm, and now, actually, the only way to get most of these services is through digital connections.
Market research shows that organizations in the government and public sectors, as well as in industry verticals such as financial and banking services, went through a very rapid technology and digital transformation to enable mass consumption of online services.
How can you ensure an excellent digital customer experience?
It is important to remember that, behind the scenes, the key to assuring consistent and excellent Digital Experience starts with granular visibility into the network, user, and application performance. Your ability to measure the end-user experience requires the consolidation of a variety of indicators, such as the response times of key applications, network and server delay, TCP health, network statistics, including jitter, delay, packet loss, errors, efficiency, retransmissions, and many others.
How can you successfully bring the enterprise network to its next level while ensuring and protecting business application delivery and an optimal Digital Experience? Furthermore, what are the key capabilities that are required to reach this next level?
These questions, and more, are answered in a white paper that we wrote at Allot.
In this white paper, we shed light on these issues and provide some answers:
- What capabilities are crucial for optimizing user Digital Experience?
- How to deal with current challenges such as the use of recreational apps during business hours
- How to bring your enterprise network to the next digital level
I invite you to learn more about the key factors you need to consider for a consistent and excellent Digital Experience for your business. “Ensuring Excellent Digital Experience: Key Factors to Consider” is now available for download for a limited time. I hope you will find it useful.
*** This is a Security Bloggers Network syndicated blog from Allot Blog authored by Orna Sadan. Read the original post at: https://www.allot.com/blog/how-digital-experience-could-be-impacting-business-reputation/