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Since many years, global business leaders ached for technology solutions that can help them revamp and transform the organization’s operating model around the customer experience while being able to manage the new atmosphere it creates. As such, businesses also required finding a way to monitor and manage that technology after deploying it. Since then, a new market of robust monitoring solutions emerged and was the need of the hour throughout the enterprise arena. Today, the business world is witnessing a shift of sand, as companies realize that they cannot enhance the customer experience by just monitoring infrastructure and applications. Keeping that in mind, many solution providers are now set to redefine the monitoring business completely.
To provide companies the ability to monitor customer experience with technologies that support it, players around the globe have introduced new solutions that can help them achieve their target. For instance, AppDynamics offers Business iQ which allows automatic correlations between the user experience, application performance, and business outcomes. On the other hand, CA offers an approach focusing on helping clients becoming customer experience-centric modern software factories. Dynatrace, unlike others, recently launched its session replay functionality which allows businesses to record user sessions at the point of engagement, track and observe consumer interactions, and identify points which have negative impacts on the experience. These have approaches and technologies have been around for quite sometimes and have the potential to help enterprises shift to a customer-centric orientation.
However, enterprises need to get the balance right between the need to focus on end-user experience with the need to help the organization manage the complexity of being consumer-centric. Once the balance is found, businesses can seamlessly manage operations and enhance customer experience.