why digital and application performance is critical to customer experience
TRANSCRIPT
Confidential, Dynatrace LLC
Deliver great experiences in a complex digital world#DES2016Dave Anderson – VP Marketing EMEA and APAC@daveando | @dynatrace
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
Fact #1Customer Experience will be the single biggest
differentiator and priority by which all companies compete.
Forrester, Adobe, Gartner, nearly every company and a billion end users
Confidential, Dynatrace LLC
@dynatrace
Speak to the hand
100B App Downloads - Apple iTunes
Mobile users 4x more engaged than desktop
Singles Day China: 70% of traffic Mobile
Walmart: 70% traffic mobile (Cyber Monday ‘14)
#Perform2015
@dynatrace
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
Nike has many more software developers than
apparel designers.“ ”
We see ourselves as a technology company with a
banking license“ ”Michael CorbatPDG de Citi
Fact #2 Users are demanding and hard to please
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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
60%
49%would leave if a mobile site or app fails to load in 3 seconds or less
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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“ ”
Fact #3
Performance impacts revenue
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CX = Revenue+0.5s response time = - 11% conversions
-100ms response time = +1% revenue
+100ms load time = -1% revenue
Digital Performance Management Platform
Performance
Scalability
Time to Market
Quality of Service
Real-time Experience
&Behavior CX Analytics
Conversion
Abandonment
SEODevOps Business
Stop guessing and get answers
if it can be done, it will be done. If you
don’t do it, someone else will.Daniel Burrus
“”
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Welcome the real stars of the show
The World’s Leading Brands Trust Dynatrace
Confidential, Dynatrace LLC
Performance management for the digital customer age