digital customer experiences in the age of faceless applications

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

@daveando | @dynatrace

China Singles Day 70% mobile

Cloud and Microservices emerge 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

Confidential, Dynatrace, LLC

Software is eating the world

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

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


Confidential, Dynatrace LLC@daveando | dynatrace


Speed of Disruption

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


Confidential, Dynatrace LLC@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 Slidehttp://bit.ly/DT-Benchmarks

CX = Revenue

-100ms response time = +1% revenue

+100ms load time = -1% revenue


How fast is your site? http://bit.ly/DT-test

Milliseconds make a difference

@daveando| @dynatrace

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

@daveando| @dynatrace

Monitor and continually improve performance– milliseconds matter


CX Part 4: Kill bugs before they kill you

Confidential, Dynatrace LLC@daveando | dynatrace

#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.“ ”@daveando | dynatrace

Rapid innovation to: 1) Cover future monitoring requirements2) Save you time 3) Make it easy4) Align teams

The Dynatrace Platform


Confidential, Dynatrace, LLC

Thank you

TRAVEL

RETAIL TELCO & MEDIA GOVERNMENT

FINANCECONSUMER

GOODS


Teamsport

Kill bugsSpeed

MattersSimpl

e Solve a need Convenienc

e

Limit guess work


Performance management for the digital customer age

digital customer experiences in the age of faceless applications

Technology