digital customer experiences in the age of ... - dynatrace · confidential, dynatrace llc digital...

Confidential, Dynatrace LLC

Digital customer experiences in the age of faceless applications

Dave Anderson – VP Marketing EMEA and APAC

@daveando | @dynatrace

Digital mastery is wizardry


Cool… Crap…

mmm…um….eh…..

24,000 Different Android Versions up 28%

3rd party components on websites up 22%

Amazon releases new software every 11.1 secs

1.6 million transactions a day200,000 lines of code

7000 servers

0.5 sec increase in response time costs 11% in revenue


China Singles Day 70% mobile

Cloud and Microservicesemerge as a new normal

CX Part 1: The rise of the faceless organisation


Speak to the hand

We are spending 2.5x times longer in apps than we did 2 year ago bit.ly/dt-3

@daveando | dynatrace

Software is eating the world

Confidential, Dynatrace, LLC

TRAVEL

MEDIA TELCO AND

COMMS

RETAIL

Performance is non-negotiable. People are spoilt for choice and thirsty for ‘new’


Platform Depth


OS

Music

Payment

Productivity

Cloud

Video

Device

Voice

Tablet | Streaming All All All + Gaming


The new normal is:

- Competition is borderless and industry-less- People expect you to be ‘like’ the best- Brand loyalty is dead- Customer experience can be ‘unseen’


CX Part 2: Disruption is real, now, and only just getting started…

70% of the 2005 Fortune

1000 companies

don't exist anymore

Kienbaum

87% companies think that

digital transformation is a

competitive opportunity

Capgemini

Digital Disruption.It’s happening

70% of companies would

"attempt" to go digital but

only 30% of those would

succeedCISCO


Confidential, Dynatrace LLC@daveando | dynatrace

Speed of Disruption


#PokemonGo made $16k every 15 mins. That’s $15.6 million a day.



@daveando| @dynatrace


Principles of customer experience

Solve a need

Simple & convenient

Fast & bug free

Fun, novel or

innovative

CX Part 3: Speed matters


Milliseconds make a difference


You have 100ms to respond to user input before they notice a lag.

Fast or Furious

Source: http://bit.ly/dt-google-load


“I’m not a transaction”

Dynatrace and Harris Poll, Oct 2015 http://www.dynatrace.com/content/dam/en/general/holiday-shopping-report.pdf

will air their frustration on social media when facing bad user experiences

51%rate app performance as #1 expectation, ahead of features and functions.

60%

46%would leave if a mobile site or app fails to load in 3 seconds or less

@daveando

Benchmarks Slide

http://bit.ly/DT-Benchmarks

CX = Revenue

-100ms response time= +1% revenue

+100ms load time = -1% revenue

@daveando | dynatraceHow fast is your site? http://bit.ly/DT-test

Milliseconds make a difference


0.5 second increase in response times, reduced conversions by 11%

Nordstrom

Insert headshot image here

“Who are you to say response time

has to be 2.5 seconds?”

“I don’t set our SLA’s, our

customers set the SLA’s”

Nordstrom Performance Engineering Team


Monitor and continually improve performance– milliseconds matter

CX Part 4: Kill bugs before they kill you


Confidential, Dynatrace LLC@daveando | dynatrace

#Perform2015


#Perform2015@daveando | dynatrace

Hi @azelew23, I can see you are on a Surface using Windows 10. Seems we have a bug right now as others are impacted. I’ve sent to IT.

Please enjoy a free month on us @azelew23

Less time troubleshooting more time innovating

CX part 5: It’s a team sport


Source: Forrester

Must tie back end systems to front end CX



• Alignment of Teams• Common Metrics• Performance is non negotiable• Find and fix fast• Dynatrace is critical

http://bit.ly/DT-swarovski



http://bit.ly/DT-REA


Nike has many more software developers than apparel designers.


Rapid innovation to:

1) Cover future monitoring requirements2) Save you time 3) Make it easy4) Align teams

The Dynatrace Platform


Thank you

Confidential, Dynatrace, LLC

TRAVEL

RETAIL TELCO & MEDIA GOVERNMENT

FINANCECONSUMER

GOODS


Teamsport

Kill bugs

Speed Matters

SimpleSolve

a need Convenience

Limit guess work


Performance management for the digital customer age

digital customer experiences in the age of ... - dynatrace · confidential, dynatrace llc digital...

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