Digital experiences are central to a brand’s business growth. Teams that manage these experiences (IT, DevOps, Web/App Engineering) are responsible for sharing timely information across the organization to ensure that the experience is always optimized to its full potential. Traditionally, the web/mobile app experience was a single application where page information came from the server and there was some time in between updates and releases. Today, building a web/mobile app experience can comprise of four dozen microservices and all page details coming from the browser. If that wasn’t complicated enough, more and more teams are practicing Continuous Integration and Continuous Deployment (CI/CD) where new code is updated twice a day.  

Because of this, teams have had to become much more reliant on tools to catch issues since they are more frequently testing in production. As teams change the way they build and optimize the digital experience, they need a better way to maintain an optimal experience for customers. With a digital focus on mobile/apps, you don’t know what’s happening on the browser even with all your tools primarily due to the fact that they weren’t built for that purpose initially.  

Essentially, this creates a situation where you’re always operating in the mode of “something is going wrong.” The information you’re relying on from the log may say there is nothing wrong, but users could be communicating that there is some kind of an issue. Or, the log may indicate something terrible is happening, but users aren’t experiencing it. For example, let’s say IT sees that there is a potential issue and tells DevOps, but it turns out that they already knew about it and either resolved it or classified it as a non-issue. 

Gain full visibility into CX across web and digital in one single solution  

Digital teams responsible for driving revenue through the website/mobile app need a tool that can give them full visibility into the customer experience by bridging the gaps from web analytics tools to APM tools with a digital experience analytics solution like Tealeaf.  

Tealeaf provides the valuable visibility you need to see how everything is interlinked and understand what the customer is actually experiencing beyond what the system is telling you. Not all issues on the website/mobile app are caused by back-end errors. When UX design, user struggle, and content are the key drivers to friction, you need a different kind of visibility.  

Tealeaf uncovers the issues that other tools can’t surface and tells you how the issue(s) may be impacting customers, while APM tools merely provide insight into system performance. Tealeaf adds the extra layer of insight you need to help the rest of your analytics and optimization tech stack significantly improve your CX.  

For more information, schedule a demo of Tealeaf today.