Observability – The Customer Journey

Customer Journey

Your customers demand efficient, seamless digital experiences. But how can you deliver an exceptional experience and optimize customer satisfaction if you do not have a clear line of sight into your customer’s journey?

In this blog, we will explore Kinect Consulting’s long-term, practical, and flexible model that elevates visibility into and remediates gaps within critical digital customer journeys.

Customer Journey Defined

A “Customer Journey” represents a chain of digital interactions or steps an end user follows on a customer-facing service to achieve an expected outcome. These journeys often span multiple transactions, encompassing various underlying service dependencies. By focusing on customer journeys, you gain a holistic view of the end-to-end user experience and can identify areas for improvement more effectively. The result is an exceptional experience and a happy customer.

Capabilities Customer Journey Monitoring Delivers 

Effective customer journey monitoring will deliver three key capabilities for your business.

Foundational Insights

Gain basic insights into the health of each journey, enabling you to understand revenue or business value associated with a customer completing that journey. Additionally, you can identify application-level dependencies responsible for delivering the end-to-end journey. 

Done properly, you’ll realize opportunities to mitigate any instrumentation and alerting gaps, and accountability will be assigned to the teams responsible for managing dependent applications or services.

Advanced Visibility

Obtain a deeper understanding of the health of each step in an individual journey. Defining minimum thresholds of operational excellence, such as SLAs, SLOs, and SLIs, allows you to assess journey performance more comprehensively.

Transaction-level dependencies within each journey segment are identified, and tool-specific views are leveraged to triage performance issues further. Together, we work to define SLI and SLO targets and map them against monitored transactions.

Diagnostic Capabilities

Provides the most granular insights into individual experiences across all journey steps and underlying data dependencies. Data-level dependencies responsible for processing data objects within each journey segment are identified, enabling you to measure the impact of code-level changes on overall journey performance.

Metrics for Success

To effectively measure the success of your observability efforts, it is essential to focus on both business and technical oriented metrics. They offer valuable insights into the performance and quality of your customer journeys, allowing you to proactively address any issues and continuously optimize the user experience. Here are some key metrics to consider.

Business Metrics

These metrics are relevant to business leaders, business operations, and product teams, all of whom are alerted when SLO/SLI are substandard. 

Customer Journey Quantity

  • Completion Count: How many journeys are being successfully completed?
  • Completion Rate: What percentage of journeys are being successfully completed?

Customer Journey Quality

  • Aggregate Latency: What is the overall response time of the journey?
  • Aggregate Errors: How many errors occur during the journey?

 Technical Metrics

These metrics alert technical, DevOps, and engineering teams to substandard SLO/SLI performance so they can identify and remediate customer impacting issues.

Customer Journey Quality:

  • Aggregate Latency: Which steps of the journey have high response times?
  • Aggregate Errors: Which steps of the journey have a high error rate?

Let’s Talk About Customer Journeys

 Establishing a culture of observability excellence is vital for businesses striving to provide exceptional customer experiences. Kinect enables enterprise customer journey observability at scale to elevate visibility, address gaps, and optimize critical digital customer journeys. Schedule a no-cost consultation with Kinect to kickstart your customer journey monitoring initiative today.