Digital customer experience

What is digital customer experience?

Digital customer experience (digital CX) refers to every interaction a customer has with your brand across digital channels. This includes website visits, mobile app usage, online purchases, customer support chats, social media engagement, and every other digital touchpoint in the digital customer journey.

From page load times and checkout flows to personalized recommendations and customer service interactions, digital customer experience encompasses the full online customer journey. Every click, swipe, and transaction shapes the overall customer experience and influences customer satisfaction, loyalty, and lifetime value.

As more businesses undergo digital transformation, delivering a seamless digital experience has become essential to meeting evolving customer expectations.

Why is a positive digital customer experience so important?

Today’s customers are more discerning than ever. A delay, a bug, or a broken link can cause a customer to leave your site and not return. One poor digital experience can decrease customer loyalty or cause a customer to churn.

Nearly 60% of the buyer’s journey happens online, so businesses must invest in digital channels. Optimizing your company’s digital landscape can decrease customer churn by 15% and increase overall customer satisfaction. Studies have also shown that those who’ve had a great customer experience in the past spend 140% more compared to those who didn’t, so businesses must spend time and effort matching customer expectations.

Challenges DevOps teams face in maintaining a great digital customer experience

Maintaining high-quality digital customer experiences is increasingly complex.

1. Modern architectures increase complexity

Product and DevOps teams now deliver frequent releases across:

• Microservices architectures
• Containers and Kubernetes
• Serverless functions
• Hybrid cloud and on-premises environments
• Multiple channels, including web and mobile apps

While this accelerates innovation, it also creates more potential failure points across the digital platform.

2. Limited visibility into customer interactions

Without unified telemetry, teams struggle to:

• Trace a customer interaction across application layers
• Identify performance bottlenecks
• Detect security risks affecting digital platforms
• Understand how infrastructure impacts customer behavior

Manual troubleshooting delays resolution, negatively impacting customer engagement and retention.

3. Expanding security risks

Digital transformation increases attack surfaces. Security gaps can compromise customer data, disrupt digital customer service, and erode trust.

A secure and reliable digital customer experience requires proactive monitoring of both performance and security.

How Sumo Logic helps you create a secure and reliable digital customer experience?

Unified telemetry allows product owners and DevOps teams to directly connect application performance to user experience. Ideally, you should be able to track every customer interaction and trace it across the application and infrastructure layers. This helps teams quickly identify bottlenecks, detect application errors that impact engagement, conversion and acquisition, and understand how components impact user experience across geographies, devices and browser types.

By focusing on critical signals, such as content delivery network (CDN), application or infrastructure performance, teams can address the factors that matter most.

Ensuring the reliability and security of modern applications is critical to optimizing the digital customer experience and improving customer retention.

Observability and application performance monitoring (APM)

Application performance monitoring (APM) measures application and infrastructure performance to manage the reliability of modern apps. Observability complements APM by providing visibility into your data, including performance metrics, logs and events, and distributed transaction tracing. That way, you’ll know immediately when noteworthy changes in your production applications may impact the overall customer experience.

Real user monitoring (RUM) is key for understanding application performance. It helps teams understand how users interact with apps and whether their experience meets customer expectations. For example, various factors can influence customer satisfaction during website navigation, such as DNS resolution, SSL handshake, request and response times, content download speeds, and how the user interface renders in the browser.

When troubleshooting issues that impact digital customer experience, machine learning-powered and correlated telemetry can identify component irregularities and the root cause of application issues. By establishing an activity baseline and surfacing only high deviation events interest, these tools help teams focus on critical events.

Cloud security monitoring

To make it easy for teams to prioritize and investigate security insights within your infrastructure, you’ll want a data monitoring and analysis solution that generates actionable security awareness for your cloud and on-premises environments. Let’s break down each capability:

• Security monitoring: Identifies relevant insights across users, devices, IPs, networks, and databases based on the specific requirements for the monitored tools.
• Security analytics: Delves into detailed messages to uncover security insights or summarizes large data sets to accelerate threat detection. This capability provides a deeper understanding of ongoing threats and helps teams respond swiftly and effectively.

Sumo Logic can help improve your digital customer experience today

With Sumo Logic’s high-fidelity OpenTelemetry and real-time analytics, your team achieves visibility into the performance and security of modern applications, helping you maintain a seamless digital customer experience.

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