As part of the Digital Experience Monitoring - Telco's Next Gamechanger' campaign, The Fast Mode spoke to Brian Berns who is the CEO of Knoa Software 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?
Corporations of all types, not just telcos, have come to realize that they need to have insight into employee productivity and engagement. This requirement has been exacerbated by the pandemic. With so many people working from home, companies need a way to make sure that their workforce remains engaged and productive. No employee is going to volunteer that they are having trouble adapting to the 'new normal.' But if management is able to identify issues with employee effectiveness and focus, they can assist in any number of ways.
Brian Berns, CEO, Knoa Software
How does DEM change existing enterprise IT and application performance monitoring?
Application monitoring is focused on the infrastructure of the organization - the communication bandwidth, infrastructure performance, the application response times, etc. What DEM does is extend these capabilities to the end users. Where APM measures from the keyboard to the network, DEM measures from the keyboard to the user.
What are your key solutions for DEM?
We offer Knoa User Experience Management (UEM), which supports a variety of enterprise applications. There is a version sold by SAP as SAP UEM by Knoa. This software solution provides businesses with unique insight into employees' interactions with their enterprise applications, enabling them to detect process bottlenecks and inefficiencies, buggy software, user errors, interfaces that are not intuitive, or any other issues that are impacting productivity. With this insight, organizations can take corrective actions as appropriate, including technology upgrades, workflow redesign, error message resolution, personalized training, process changes, etc. Knoa UEM is used by large enterprises around the world to facilitate digital transformation, cloud migration, help desk optimization, remote workforce productivity and much more.
What are some of the challenges you foresee in getting more enterprises to adopt DEM?
Enterprises historically have not been very invested in the user experience, and haven't made it a priority. DEM is also a relatively new solution area. Once the market sees the great Return on Investment that our customers have confirmed, we are confident that DEM deployments will be more widespread.
