As part of the Digital Experience Monitoring - Telco's Next Gamechanger' campaign, The Fast Mode spoke to Casey Zandbergen who is the Global Head of Strategy at ITRS Group on how DEM is shaping enterprise IT monitoring as the adoption of Cloud and SaaS becomes increasingly widespread, and as the 'new normal' introduced by the recent pandemic creates new security vulnerabilities and performance implications. The interview is as follows:
Why is there so much interest in DEM?
More and more companies have realized that customer experience is tied directly to revenue. Approximately 82% of CIOs agree with this idea. DEM is the only way to ensure end to end customer experience.
Casey Zandbergen, Global Head of Strategy, ITRS Group
How does DEM change existing enterprise IT and application performance monitoring?
DEM works in concert with APM. APM can tell you what is happening inside your network, however DEM can track a transaction from the customer’s perspective from end to end. While APM informs you about your application, it doesn’t inform you on the customer experience which is the key metric most companies are looking for.
What are your key solutions for DEM?
ITRS Group offers two forms of DEM. First is synthetic monitoring which mimics the customer interaction with a company’s software stack and allows the IT Department to understand exactly what a customer is experiencing from 100’s of locations around the globe. Second we offer load testing which allows companies to simulate traffic into their networks to model how an application will perform under consumer demand.
What are some of the challenges you foresee in getting more enterprises to adopt DEM?
Everyday companies are understanding that the key metric for customer retention is the user experience. As more companies realize this and tie it to revenue generation demand for DEM will continue to grow.
