Conviva：2024通过实时用户体验监测降低成本并提高用户粘性研究报告（英文版）（12页）.pdf

1、Redefining Observability:The Experience-Centric Approach2E X P E R I E N C E-C E N T R I C O P E R A T I O N SPerformanceComplete DisconnectUser ExperienceYour business needs Experience-Centric OperationsWhile Observability and Application Performance Monitoring(APM)tools have transformed how engine

2、ering and operations teams function over the last ten years,there are several challenges that every VP of Ops and CTO still face with no clear solution in sight:Being surprised by customer issues on social media,from customer support calls,or through the CEO,even when their tools say everything is f

3、ine.Needing an army of expert engineers to debug whenever a major incident happens.Exploding costs of observability tools to monitor their growing infrastructure.These challenges are all rooted in the same underlying problem.Existing Observability tools and the teams that use them are disconnected f

4、rom what really matters to the business:user experience and engagement.FIGUR E 1Operations need to evolve from focusing on low-level system performance to higher-level user experience.Experience-Centric Operations is a new paradigm that will transform operations and engineering teams to be more effi

5、cient,more connected to the business,and more cost effective.Disconnect Between Operational Tools and Customer Experience3E X P E R I E N C E-C E N T R I C O P E R A T I O N SWhat is Experience-Centric Operations?Experience-Centric Operations is a shift in methodology where user experience is at the

6、 core of operations.System level monitoring is,of course,needed but is not always kept in context of user experience in real time.By user experience,we are not talking about page load times and crashes on a small sample of users.We are talking about monitoring every user flow across every user in th