The Top Digital Experience Challenges - How New Relic Solves Them

Your company is heading into the biggest sales of the year, one of the busiest times of the year for online traffic, when a critical application goes down. The data center is buzzing, and teams are frantically trying to determine the problem and the right team to engage. Simultaneously, leadership is demanding a resolution as customers air their grievances on social media. The network, database, and application teams are all pointing fingers with no clear direction on the root cause or who to properly engage. This siloed view is causing chaos. This is where New Relic Digital Experience Monitoring (DEM) comes in, providing AI-driven insights through proactive UX optimization via capabilities like Engagement Intelligence and Session Replay. It gives you a holistic view of the estate that correlates Real User Monitoring (RUM), Synthetics, Application Performance Monitoring (APM), and Infra for a full-stack understanding. It also embeds observability directly into your workflows, with agentic integrations such as with GitHub Copilot, Google Gemini, and ServiceNow to provide rapid resolution and self-healing.

We believe our placement as a Leader and our position on Completeness of Vision axis in the 2025 Gartner® Magic Quadrant™ for Digital Experience Monitoring validates our approach to solving modern DEM challenges. This blog will walk you through how New Relic's platform addresses the exact challenges and requirements Gartner evaluates.

Challenge 1: Overcoming Complexity and Siloed Tools for Holistic DX Visibility

Heading into a high-volume season can be a chaotic time without a clear view across all levels of the business. From business drivers relying on dashboards to view and analyze metrics and KPIs before a major sales event kicks off, to making data-driven decisions and aligning teams with business objectives, the need for a unified platform is clear. Forecasting digital experience degradation is essential as website traffic and transaction volume significantly increase. This provides a critical opportunity for teams to predict and prevent issues, giving them an end-to-end view of the user journey within a single platform.

• Zero latency: Imagine zero latency, a seamless user experience, and a predictable forecast of performance. This is all possible with the New Relic DEM all-in-one Intelligent Observability platform. It gives teams the ability to execute and drive direction by empowering them to analyze user experience data with a direct correlation to application, infrastructure, and network performance.
• Eliminating tool sprawling: The difference between an empowered team and a reactive team relies on their tools, as many teams deal with disparate point solutions. New Relic eliminates tool sprawl by unifying mobile, browser, streaming media, and synthetics data, empowering teams with faster insights and greater root cause analysis accuracy.

Challenge 2: Connecting Technical Performance Directly to Business Outcomes

The biggest sales event of the year is a data-rich season driven by the user's experience. You can't afford to guess at forecasting or use piecemeal data to make business-impacting decisions. Instead, the ability to correlate user sessions with full-stack data drives data-driven decisions and outcomes such as revenue, clickthroughs, conversions, and other business KPIs.

• Bridging the gap: New Relic's Engagement Intelligence and Pathpoint capabilities directly bridge the gap between technical performance and business outcomes. Imagine a shopper on your site hitting the 'buy' button repeatedly, or ‘rage clicking’, because of a slow loading payment page. While a traditional tool might just show a high error rate, New Relic's RUM captures your user’s behaviors automatically without any added instrumentation to your browser agent , and Engagement Intelligence uses AI to automatically flag them and quickly get insights to the right teams.
• Correlating user experience to business KPIs: Pathpoint then correlates this user friction with a dip in your checkout conversion rate, giving business leaders a direct line of sight from a technical issue to a lost sale. By connecting the dots from the user's frustrating experience to the bottom line, New Relic ensures that every team from engineering to marketing is aligned on the business impact of their work.

Challenge 3: The Need for Automated, Proactive Insights

The "war room" scenario from the introduction is a symptom of reactive monitoring. Teams are swamped with alerts, but without context, they can’t prioritize or troubleshoot effectively. The rise of AI and machine learning presents an opportunity to move beyond this chaos.

• Reactive to proactive: New Relic transforms the troubleshooting process with proactive Agentic Integrations. Instead of waiting for a P1 alert to trigger a chaotic incident response, New Relic can use its predictive AI to forecast potential performance degradation before it impacts users. Features like predictive alerts can identify that a specific service is likely to fail under your biggest sale of the year load, allowing your team to scale it preemptively.
• Bottleneck process to self-healing: When an issue does occur, New Relic's AI assistant can perform a causal analysis, automatically correlating the frontend error with the exact backend service, log file, or infrastructure bottleneck. This AI powered root cause analysis eliminates the need for manual, time consuming finger pointing. New Relic’s Agentic Integrations then takes it a step further, delivering these AI generated insights directly into the tools your teams use every day. Imagine a developer getting an AI powered summary of a session error in GitHub Copilot, or a Cloud Operations Engineer having a ServiceNow ticket automatically created and populated with full stack telemetry data and a potential fix. This is a game changer for reducing MTTR and moving toward self healing systems.

The major sales event outage scenario is not just a hypothetical, it's a reality for companies relying on fragmented, reactive tools. As a Leader in the Gartner Magic Quadrant for Digital Experience Monitoring, we feel New Relic's solution proves that the key to modern digital experience management is not just more data, but a unified platform that makes that data intelligent and actionable. By providing holistic visibility, connecting performance to business outcomes, and automating insights with AI, New Relic empowers teams to move from a reactive "war room" to a proactive, predictable, and profitable digital strategy.

New Relic's vision for Digital Experience Monitoring is not simply about better observation but about enabling a fully automated, intelligent observability platform. By proactively addressing market disruptors through Agentic AI and open standards, we are paving the way for a future where systems are not just monitored but are self-healing. This commitment empowers teams to transition from a chaotic, reactive "war room" to a predictable, profitable digital strategy.

Begin your journey from reactive chaos to proactive confidence. Learn how New Relic's unified, AI-driven platform can help your team avoid the biggest sales event of the year meltdowns and deliver a perfect digital experience every time. Try New Relic for free today.