BMC Software has created a “chart and compass” to quickly map and navigate the end user experience. BMC End User Experience Management is a  solution that helps IT organizations rapidly diagnose and improve customer satisfaction rates. The latest release includes applications running in the cloud, with visibility from the end user all the way back to the code.

“End user experience monitoring is a critical criterion of the interaction between the human, device, and customer-facing software applications,” said Jonah Kowall, research director at Gartner. “While this criterion is only one part of a complete application performance monitoring strategy, this one criterion will have an ever increasing role in which applications are successfully deployed and sticky – particularly in the cloud.”

“The BMC solution has really increased the pace at which we identify problems,” said Steve Conine, CTO and co-founder, Wayfair, the largest online retailer of home furnishings. “We don’t want customer service calling us up, walking over and telling us something is down. We want to know it is down before they call us.”