APM Attention Developers: Do You Code with Customer Experience in Mind?
Why you need app analytics
April 26, 2017

Gokul Sridharan
CA Technologies

Any fool can write code that a computer can understand. Good programmers write code that humans can understand.
Martin Fowler

Today, every company is thinking of itself as a technology company – financial institutions are acting like software organizations with a license to bank and retailers are focused more on online selling than traditional brick and mortar stores. Why? Because today, applications run everything. But what does this shift in thinking mean for developers?

Recently, I was part of a “DevOps Day” conference in Dallas and one of the key things I realized was the importance of DevOps from a developer's perspective. A developer's job is dependent on several different folks across the organization. From having the right systems in place to conversing with business and operations teams, developers rely on constant communication to get things done. After all, building and releasing applications is a complex process.

From building a strong technical team, to creating test plans and test cases, working on the application architecture (including release notes) and moving from one environment to another in a streamlined fashion, there's a lot to achieve in a short period of time and we're all under pressure to release more frequently.

The ability to release an application has moved from a quarterly engagement to almost a daily engagement. Thankfully with emerging technologies, like release orchestration and management tools, and increased migration to cloud technologies like AWS and Azure, the processes have become simpler over time.

But, how has all this change impacted the way developers code in relation to the customer experience?

Why Digital Experience Matters

There are a ton of different technologies that help you manage application performance and customer experience today. Application owners, developers and operations have started leveraging these tools to engage and improve customer experience. But in a recent survey by Vanson Bourne, 90% of organizations felt they lacked insight into their customers' digital experience.

Having said that all, why should a developer care about digital experience? A developer's role is to write code, right? How can you ensure quality if there are a ton of other things being imposed on you? How do you expect to care about customers?

First things first, let me answer the question of why code is really important for developers. Secondly, what does that code really mean for a customer?

Being a developer is like a social cause. You might be working for a healthcare, financial, hospitality or even a gaming company for that matter. You need to do justice to the code you write, not just for the sake of meeting deadlines and ensuring upper management is happy, but most importantly for the customers it impacts daily.

Because it's the customer experience that's critical to the business. A great customer experience helps increase user adoption, improve retention, and impacts that overall success of your application.

So, how do we measure customer experience? The answer is simple.

App Analytics

New app analytics solutions provide the key ingredient to understanding the customer experience. For a developer, it can not only pinpoint issues in the code, such as crashes, but it also provides a holistic view of the experience so you know what users are doing in the app, and when and why they encounter issues.

As developers, our role is not just to build code, but also be able to identify problems and rectify code quickly. Your code is so powerful that it impacts people on a day to day basis and can help them solve common challenges in their day to day lives. So, it's high time we start changing code rapidly and make customer experience the top priority!

Gokul Sridharan is Team Lead, Presales, at CA Technologies.

To learn more about how app analytics solutions can help improve digital experience, watch the video below.

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