Goal-Driven Digital Experience
Experience as a goal — outside-in and inside-out, correlated as one.
CraftDEM is a goal-driven digital experience platform that unifies two co-equal observability disciplines: Digital Experience Management (DEM) measures what the user actually feels from the outside in, and Full-Stack Observability (FSO) measures what the system is doing from the inside out. The two are bound together by Ritam, MatreComm's correlation engine, so an experience symptom and its technical root cause resolve to one story rather than a war-room of disconnected tools. Teams declare the experience goals they own — a Digital Experience Score, a page-load target, a transaction SLA — and CraftDEM measures them continuously and pinpoints what to fix. It is OpenTelemetry- and eBPF-native, and augments the APM tools you already run.
Architecture
CraftDEM is a layered, two-plane observability platform. Outside-in experience signals and inside-out system telemetry flow up into the correlation layer, which binds them on one dependency graph; declared experience goals and their root-cause verdicts flow back to the teams that own them.
| Plane | Function |
|---|---|
| Interfaces | Experience-goal console · Digital Experience Score (DXS) · dashboards · alerting · REST & GraphQL APIs |
| Correlation & RCA | Ritam binds outside-in symptom to inside-out cause · cross-stack causal graph · <60 s root cause (target) |
| DEM — outside-in | Real-user monitoring (RUM) · synthetic checks · session replay · Digital Experience Score |
| FSO — inside-out | eBPF host & kernel telemetry · OpenTelemetry traces/metrics/logs · full-stack topology map |
| Sources | Browser & mobile SDKs · synthetic agents · eBPF collectors · OTel instrumentation · cloud & APM feeds |
DEM — digital experience (outside-in)
| Real-user monitoring | Web & mobile RUM SDKs · Core Web Vitals · per-user & per-journey experience · geography/device breakdown |
| Synthetic monitoring | Scripted synthetic checks · uptime & transaction probes · multi-step user-journey validation |
| Experience scoring | Digital Experience Score (DXS) · session replay · experience goal tracking & alerting |
FSO — full-stack observability (inside-out)
| eBPF telemetry | Kernel-level host, network & process telemetry · CO-RE · no code change, low overhead |
| OpenTelemetry | Distributed traces · metrics · logs · code-level spans · W3C Trace Context · OTLP export |
| Topology | Full-stack service & dependency map · infrastructure-to-request correlation |
Worked example — “Checkout feels slow”
| Detect | RUM shows the Digital Experience Score for checkout dropping for users in one region; the goal dips |
| Correlate | Ritam binds the RUM symptom to FSO telemetry — an eBPF-observed DB connection-pool saturation upstream |
| Root cause | The cause is pinpointed to the exact service and span in seconds — not the CDN, not the browser |
| Act | The owning team is alerted with the precise cause and evidence; experience recovers once the pool is resized |
Result: one investigation replaced a NOC-vs-APM-vs-frontend bridge call. The experience symptom and its true root cause were bound together automatically, in under a minute.
Goal-driven experience
- Experience is a declared goal — a DXS target, a page-load budget, a transaction SLA — tracked continuously, with the platform flagging and pinpointing anything at risk before it becomes a support queue.
- Three verticals, native — BFSI (transaction assurance), OTT/media (stream quality & start-time), and SaaS (feature-level experience) each frame the goals their users actually care about.
Telemetry, interfaces & openness
| Category | Protocols / interfaces | Used for |
|---|---|---|
| Real-user | RUM SDKs (web & mobile) · Core Web Vitals | Outside-in experience capture |
| Synthetic | Scripted probes · transaction checks | Proactive uptime & journey validation |
| Distributed tracing | OpenTelemetry (OTLP) · W3C Trace Context | End-to-end request tracing, code-level spans |
| System telemetry | eBPF (CO-RE) · host/network/process | Kernel-level inside-out, no code change |
| Ingestion | OTLP · Prometheus · Jaeger · log pipelines | Open ingest from existing stacks |
| Northbound | REST · GraphQL · webhooks | Goal console, alerting, event export |
Integrations & interoperability
CraftDEM augments the observability and APM tools you already run — open-standards ingest, no rip-and-replace. Representative integrations:
| APM / observability | Datadog · Dynatrace · New Relic · Grafana · Prometheus · Jaeger · Elastic |
| Standards | OpenTelemetry (OTLP) · eBPF (CO-RE) · W3C Trace Context · Core Web Vitals |
| Ops & workflow | ServiceNow · Jira · PagerDuty · Slack / Teams · webhook events |
Deployment & security
| Deployment models | SaaS (multi-tenant) · self-hosted · hybrid · data-residency options |
| Instrumentation | Low-overhead eBPF (no application code change) · lightweight RUM SDKs · OTel-native |
| Platform | Cloud-native · horizontally scalable · high-availability |
| Onboarding | Instrument (eBPF + RUM) → baseline experience goals → correlation live |
| Authentication | SSO / SAML · OIDC · MFA · directory federation |
| Authorization | RBAC · least-privilege scopes · per-team data views |
| Data protection | TLS in transit · encryption at rest · PII masking / redaction in RUM & session replay |
| Governance | Data-retention controls · audit log · tenant isolation |
Standards & compliance
OpenTelemetry (OTLP, traces/metrics/logs) · eBPF (CO-RE) · W3C Trace Context · Core Web Vitals · Prometheus/Jaeger interop · SAML / OIDC · TLS 1.2+ · no vendor lock-in.
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