Customer Experience Management

"Exceptional performance means being faster than a user expects us to be".
Customer Experience Management

Customer Experience Management is a highly diagnostic discipline which uses quantitative and qualitative data in order to give great visibility into the causes of visitor problems. Joined with the Digital Analytics, Customer Experience Management provides answers to “What, Where, When, and Why” questions about visitor interactions and struggles on the Internet.

Our services include:

Services
 

Web Customer Experience

A bad navigation experience always leads to end user frustration, and can also badly affect brand reputation and revenue. In the actual high-competitive scenario of the Internet, high performances are not a "plus", but a required standard. The goal of Web Customer Experience Optimization is to improve website and application performances, usability and availability, in order to remove any possible obstacles and issues during the navigation, providing the best experience possible. Through the collection of all the traffic that is generated by the website, every session of every visitor can be replayed and analyzed. Advanced analytics tools provide insights to both technical and business stakeholders.

Web Customer Experience
 
Application Performance Management

Application Performance Management

Be aware in any moment of your site performances, analyzing its responsiveness and availability with data coming from different locations and levels of the Internet, from web and mobile. The combined usage of active and passive monitoring provides an unprecedented visibility on the health status of applications, both from back-end and front-end (end user) perspectives. Monitoring capabilities include:

The monitoring of the entire "Application Delivery Chain" allows to detect issues in real time, being alerted and understanding what is happening, where it is happening and its impact on the business.

 

Real User Experience Monitoring

Collect client-side performance data on every visitor who visits the website and uses the applications, including native apps for iOS, Android, Blackberry and Windows Phone. Conversion rates dramatically drop off when a website is slow or when its applications are not performing well: the analysis of granular data coming from real users allows to evaluate the impact of high volumes of traffic and poor performance on site navigation and conversion.

Real User Experience Monitoring
 

Web Load Testing

Web Load Testing

New generation websites and applications are build to typically include several key components served by third-party providers. Traditional load testing tools can deeply investigate from an intra-firewall point of view how the website infrastructure reacts when load and traffic volumes are extremely high, but their results do not include performances of third-party components in such problematic situations. Web Load Testing leverages on cloud and real user machines to generate high traffic volumes from the Internet, to correctly evaluate performances from the end user perspective and also to identify bottlenecks and breaking points for all the components of the website.