Year over year, end-user experience continues to rise among the Key Performance Indicators (KPIs) organizations use to measure IT. Gartner’s suggested methodologies for measuring end-user experience are aggregated into a category called Digital Experience Monitoring (DEM). However, regardless of which flavor(s) of DEM an organization may use to establish end-user experience metrics, the reason end-user experience matters is because it is a benchmark for productivity.
https://www.computerworld.com/article/3292981/it-management/mending-the-rift-between-end-users-and-it.html/
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