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VMblog Expert Interview: Catchpoint Talks Digital Experience, Challenges and Best Practices for Managing


Catchpoint is an enterprise-proven Digital Experience Observability industry leader, empowering teams to confidently own the end user experience.  The company provides unparalleled visibility and insight into every critical system that collectively produce and deliver digital experiences to customers and employees, proactively and rapidly detecting and repairing problems before they impact users.

To find out more, VMblog reached out to Mehdi Daoudi, the CEO and Co-Founder of Catchpoint.

VMblog:  Let's kick things off by asking, what is Digital Experience?

Mehdi Daoudi:  While digital experience may mean something different from one company to the next, the core definition remains the same. A digital experience, or end-user experience, refers to a collection of digital interactions between a business and its customers, and the type of impression made during those interactions.

Digital experiences can take on many forms and can be both lengthy or short in duration and frequency. For example, a digital experience could simply be the act of a customer accessing your website or mobile application, or it could relate to deep system integrations and regular use of subscription services. Either way, each digital touchpoint with your brand, regardless of its size or perceived importance, impacts various aspects of the customer's digital experience.

VMblog:  Why is that important today? 

Daoudi:  Ensuring digital experience reliability is vital to protect and advance the experience of customers and employees.

The world has never been as dependent on digital technology as it is today, nor has the digital landscape been so complex or distributed. Everything we do as humans and machines relies on something digital. We order coffee, food, or an Uber digitally. Digital experiences are pervasive, and consumers and workers expect a flawless experience. Operations and production teams must successfully deliver those services across an ever-changing and extraordinarily complex digital chain of infrastructure, networks, and services. And in a digital world, failures or delays pose an existential business risk. 

Since the pandemic so profoundly changed our digital lives, people have increasingly less tolerance for sites or apps that don't work. Suppose a user can't find a product or service on a website or mobile platform in 5 or 6 clicks. They will look elsewhere - Amazon and Google are only a click away. 

A bad experience is bad for the brand, bad for revenue, and bad for the reputation of any company.

VMblog:  What are the challenges facing enterprises when it comes to understanding and managing Digital Experience of users?

Daoudi:  While most businesses understand the basic concept of managing their customers' "digital experience," many do not recognize the key ingredients to its long-term success-performance monitoring and optimization.

Getting the most out of your digital technologies requires a transparent view of your IT infrastructure and how well it supports the needs of your customers. Digital Experience Monitoring (DEM) solutions help companies manage both of these priorities effectively by bridging the gap between system performance and reliability with positive end-user experiences.

With so many areas affecting the overall delivery of your applications and services, it's critical to monitor as many elements from as many places as possible. If problems arise, you can't fix what you can't see or measure. Digital experience monitoring is about creating this transparency, giving businesses the actionable insight they need to address performance issues before impacting the user and the brand.

VMblog:  What is Digital Experience Observability and how is it different to Observability?

Daoudi:  In control theory, observability is defined as a measure of how well the internal states of a system can be inferred from knowledge of its external outputs. Digital Experience Observability eliminates blind spots and prevents outages that hurt your users' digital experience. A Digital Experience Observability platform is proactive and transforms observed telemetry data from the entire digital delivery chain into preventative actions

VMblog:  What are the best practices for managing Digital Experience?

Daoudi:  80% of performance and availability issues occur outside your firewall but customers and consumers will only blame the brand - the brand is ultimately responsible. That's why an end-to-end observability solution is so important. Developing an observability strategy with deep visibility provides insights across the service delivery chain to enable rapid detection, identification and resolution of issues.

A strong Digital Experience Observability program includes an end-to-end strategy, rigorous data analysis and visualizations, and proactive monitoring for failures.

The ideal Digital Experience Monitoring solution offers multiple node types to tailor towards your specific use case, which can be used holistically. It can be helpful, for instance, to correlate data from last-mile nodes with more consistent backbone and broadband provider locations.

VMblog:  And finally, where do you see the industry headed in 2022?

Daoudi:  The past several years has changed so many behaviors, from how we work to where we work from, how we shop, how we learn, and many more.  The Internet will continue to drive these behaviors which means the post-pandemic digital transformation acceleration is here to stay and businesses and industries will embrace it.

Applications will become ever more complex as new smart city, AR/VR, and other MEC and IoT use cases are deployed. Businesses concerned about enhancing customer experience and providing increased value will embrace the opportunity to deploy a Digital Experience Observability solution. While none of us want all of our interactions to be digital, when we do engage digitally, we want that experience to be exceptional.


Published Friday, April 22, 2022 7:30 AM by David Marshall
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