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Confidential, Dynatrace LLC
Deliver personal customer experiences in a complex digital world
Dave Anderson – VP Marketing EMEA and APAC@daveando | @dynatrace
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Confidential, Dynatrace LLC
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
@daveando | @dynatrace
China Singles Day 70% mobile
Cloud and Microservices emerge as a new normal
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Fact #1The Rise of the Faceless Organisation
Confidential, Dynatrace LLC
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Speak to the hand
We are spending 2.5x times longer in apps than we did 2 year ago @daveando bit.ly/dt-3
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The rise of apps means the rise of the faceless organisation @daveando
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#Perform2015
Start ups are disrupting industries they have no real right to be in @daveando
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Fact #2Digital disruption is not hype
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70% of the 2005 Fortune 1000
companiesdon'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 succeed
CISCO
@daveando | @dynatrace
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@daveando | @dynatrace
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@daveando | @dynatrace
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#mindblowing
China’s ecommerce industry is set to triple the US ecommerce numbers by 2018 @daveando bit.ly/dt-4
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Digital Predator or digital prey? @nigelfenwick
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Nike has many more software developers than apparel
designers.“ ”@daveando | dynatrace
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We see ourselves as a technology company with a banking license“ ” Michael Corbat
@daveando | dynatrace
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Fact #3 The rise of generation ‘now’
Confidential, Dynatrace LLC
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“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
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Benchmarks Slide
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Confidential, Dynatrace LLC
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“Hi @daveando. We noticed you had issues booking. We’ve sent you an email, can we help you complete your booking?”
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Eli Melo, Natura
We can now call the customers before they call us. We can say that we understand your frustration
and we’re onto it“”
@daveando | dynatrace
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Confidential, Dynatrace LLC
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#Perform2015
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#Perform2015
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No more guesswork…You found in minutes what we failed to find in months
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Fact #4
CX is your single biggest differentiator
Confidential, Dynatrace, LLC
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CX = Revenue+0.5s response time = - 11% conversions
-100ms response time = +1% revenue
+100ms load time = -1% revenue
@daveando | dynatrace
How fast is your site? http://bit.ly/DT-test
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Product Pages Conversion Rates
-60%
Visit
or C
ount
Time to Interact
http://bit.ly/dt-1
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No pages with performance issues
3 Pages with performance issues
All five pages with performance issues
38%
25%
18%
FINISH
FINISH
FINISH
CX Impacts Conversions
http://bit.ly/dt-1
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CX is a core value
#1: Focus on the user and all else
will follow.
Don't #@!% the customer
We place customer
experience at the core of
everything we do
Show we care Listen to and
anticipate customer needs
”
Creating value and exceeding our customers' expectations
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Confidential, Dynatrace LLC
I keep making the same mistakes hoping you’ll understand
Ed Sheerin
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@daveando | dynatrace
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I expect you to see me and to be
genuine and authentic
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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
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#Fact 5Get insights and get aligned
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Natura
DigitalExperience
Center
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Source: Forrester
Must tie back end systems to front end CX
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Digital Performance Management Platform
Performance
Scalability
Time to Market
Quality of Service
Real-time Experience
&Behavior CX Analytics
Conversion
Abandonment
SEODevOps Business
30% faster checkout
3x release frequency increase
66% hardware savings
30% faster web site1,800% Spike in traffic
No Bottleneck
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The World’s Leading Brands Trust Dynatrace
@daveando | @dynatrace
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if it can be done, it will be done. If you
don’t do it, someone else will.Daniel Burrus
“”@daveando | @dynatrace
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Confidential, Dynatrace LLC
Performance management for the digital customer age