DEX tools help IT leaders measure and continuously improve the technology experience that companies offer to their employees — often called the digital employee experience. Near-real-time processing of data aggregated from endpoints, applications, employee sentiment, along with information on organizational context, helps surface actionable insights that drive self-healing automations and engage employees, moving them toward optimal behaviors.
DEM technologies monitor the availability, performance and quality of an end-user experience when using a Cloud, SaaS or web application. This can include employees such as users accessing their intranet or corporate CRM website and customers such as customers of a retail website. DEM technologies seek to observe and model users’ behavior as a continuous flow of interactions in the form of user journeys.
Gartner defines observability platforms as products used to understand the health, performance and behavior of applications, services and infrastructure. They ingest telemetry (operational data) from a variety of sources, including but not limited to logs, metrics, events and traces. Observability platforms enable analysis of the telemetry, either via human operator or machine intelligence, to determine changes in system behavior that impact end user experience such as outages or performance degradation. This allows for early, even preemptive, problem remediation. Observability solutions are used by IT operations, site reliability engineers, cloud and platform teams, application developers, and product owners.