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Unreal Digital Expectations in a Complex Digital World. Dave AndersonMarketing Director

@daveandoLI: daveando

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NetworkCentric

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The Worlds Leading Brands Trust Dynatrace

Ive grown up in retail. Both my parents had retail stores, my Dad a Mitre 10 hardware store that he ran for 30 years (thats him there) and my Mum, a fashion store. I basically grew up on the premise that customer service was absolutely critical to the success of a business.

Unfortunately for my Dad, he eventually lost out to the bigger box stores, whos current market share doesnt dictate the need for superior customer service but thats not the point Im trying to make today

You see in the past, customer service was in store. We would encourage staff to smile, to solve problems, to be friendly and most importantly we could see if they waited too long at the counter.

You guys know where Im going with this righttechnology has changed that.

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Speak to the hand100B 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)

The store isnt just on the street anymore. Its in our hands.

The big thing now is, you dont need a big bank balance to buy the cnr of main and main, set up your shop and catch all the passing traffic. The playing field is level. Anyone with an idea, a developer, and a good idea, can compete with the big businesses. Even potentially wipe out industrieswhen you think about air bnb, uber, and

Let me share an example.

So if our experiences are no longer in face to face customer service, how does a brand maintain its relevance. How do they wow their customers, keep their loyalty, and ultimately stop them from jumping from one banking app, or online shop, to another, when fundamentally they are almost the same.

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The Rise of the Faceless OrganisationBanking: Native AppAirline: Native AppRetail: Native App and Mobile sitesTelco: Web and AppUber: AppNews: Entertainment: Native Apps

Customer Experiences are now digital not physical. I dont go to the bankI open an app. I dont ring for a taxi, I open an app. I dont talk to a sales assistant, I order online.

My digital experiences are wrapped in a phone.

]Telco enable a travel pass6

@daveando

#Perform2015

Its the rise of digital services companies. Companies that provide advanced features, connectivey, functionality, to our hands. They are mobile first.

I mean how cool is the uber experience? Nice cars, fast call up, see when they are arrive and you dont have to pull out your credit card.

Facebookyou are marty mcfly if you dont have facebook.you guys get my point.

We no longer want to be rockstarswe want to be nerds.7

52% of the Fortune 500 firms since 2000 are gone

#Perform2015

IN fact 50% of the biggest companies in the world are now gone.

You guys get what is happening dont youthats why you are here. 8

Digital is Changing The Game Of Business

Believe that digital will disrupt their business in the next 12 months93% of CxOscheck their smartphones within the first 15 min of waking up4 out of 5 of users frustrated by delivered mobile app performance52%

Digital Has Changed The Game Of Business. it has become clear to us that we are going through a major transformation due to the explosion of digital. What you may or may not know is the extend to which our behaviors as consumers or users, is raising the bar for what the new norm is. We are past the google effect. Your customers, your competitors, and your suppliers are all digital now. You can't address this change with a bolt-on strategy where the applications that make up those digital experiences are managed in silos, without an understanding of the user perspective. You need a comprehensive strategy that embraces both digital markets and digital operations.

93% of CxOs believe digital will disrupt their business in the next 12 months (Source: Forrester state of the digital business 2014)

OTHER FACTS THAT YOU CAN USE BASED ON CONTEXTCustomers are omnichannel75% will use some digital in their shopping (source, Dec 2014)60% will buy on-line items seen in-store (source, Dec 2014)58% use smartphone while shopping in stores (source, Dec 2014)26% use mobile to make a purchase while in store (ie showrooming) (source, Dec 2014)shoppers are using an average of 2.6 devices across 1.5 channels on their journey to purchase (source, Oct 2014)90% use multiple devices for their digital journeys (source, Aug 2012)The mobile explosion70% mobile traffic from mobile for Walmart.com on 2014 CyberMonday (source)52% overall mobile traffic for 2014 thanksgiving (source)27.9% sales = mobile, up 28% YoY (source)+51% mobile shoppers on 2014 BlackFriday according to Paypal (source)60% digital media time spent on mobile in 2014 (source, 2012)84B$ in 2014 for top500 retailers without eBay, up 80% YoY, that's 4x eCommerce growth (source)34B$ projected for eBay in 2014, 70% YoY growth (source)60% time spent and 21% purchase on mobile in 2014 (source)61% US millennials planned to purchase more via mobile than in physical stores (source)76% US millenials will use mobile to search for and/or buy gifts (source)42% will shop more via mobile 2014 shopping season (source)BestBuy Went down, struggled to handle mobile traffic (source)28% top500 retailers have no mobile optimized web site (source)50%+ RueLaLa.com revenue were mobile (source, Dec 2014)80% adults WW will have a smartphone by 2020 (source)mobile apps taking the lead174% YoY growth for iOS and Android shopping apps sessions (source) Shopping Apps Are Now The Fastest Growing Thing In Mobile (source)4x mobile app traffic 2014 versus 2014 for Walmart (source)50%+ papa johns sales via mobile app in 2014 (source)42% of m-commerce sales come through apps (source)59% US millennials prefer mobile apps from app stores over web (source)52% of monthly active users of 50 top iOS commerce apps shop through the apps at least once a week (source)20% mobile apps used once then deleted (source)48% top500 dont have any mobile app, 52% having will grow 15% faster (source)JackThreads.com app = 3x conversion rate, avg ticket 40% higher than mobile Web, 89% sales (source)50% Apple AppStore growth versus 8% Apple device growth -> usage maturing, device usage after device sales (source) market maturing: mobile apps adoption soar with 115% growth in 2013 (source)Digital transformation imperative88% undergoing digital transformation (source)53% CxOs find it hard to understand customer behavior and needs (source)User exprience is #1 APMDigest 2015 prediction (source)92% companies consider UX as top priority (source)84% users rate delivered performance as important (source)52% users frustrated by delivered mobile app performance (source)User expectations growing over time (new devices, 4G)70% companies planned to conduct more usability tests in 2014 over 2013 (source) The need for mobile strategy97% of CIOs have high hopes for what mobile can do for their business (source)25% CIOs don't have a mobile strategy (source)50% of CIOs believe mobile app dev takes too long (leverage DevOps Message) (source)69% of CMOs recognize the need to align with IT (source) User experience performance #1 impact on conversion46% US & FR will shop elsewhere if site takes more than 3s to load and interact (source)80% will abandon site when errors (source) 40% Top500 have a response time > 3s (source)48% have less than 99.9% availability (source)68% shopping cart abandoned (source)Reasons: 24% website crashed, 21% process was taking too long, 15% Website timed out (source)18% of which for slow response time (source)25% of which will never come back (source) -7% conversion for each second delay (source) slide 33+10% conversion with 1s load time improvement for Staples, equates to 4M$ a day based on their 2014 on-line sales (source slide 30)+7% conversion with 1s load time improvement for GlassDirect (source)+2% conversion for 1s load time improvement for Walmart, 550K$ a day (source slide 46)User experience performance impacts brand image44% US and 61% FR will air their frustration on social media when poor experience (source)FINANCE Vertical Track:- Changing customer expectations is the number-one change driver for financial services.- 83 million households use the Internet for online banking- 44% of bills are now paid electronically

Talk Track:The financial industry is going through dramatic changes as a consequence of changing customer behavior, channel proliferation and the digitization of business.

The digital transformations taking place in finance are driven by many common challenges and opportunities across the industry, whether it concerns insurance, (retail) banking or other financial services.- The need to integrate/connect distribution channels to optimize efficiencies, reduce costs and serve customers and prospects in a consistent way, the so-called omnichannel imperative. Some other key goals: better identify opportunities by looking at the overall customer life cycle (and important changes in it), improve experiences and (thus) enable better customer service and experiences.- Reducing churn and increasing loyalty. Loyalty is not enough anymore. Think experiences.- Decreased levels of trust: the impact of the 2008 financial crisis and uncertain economies today had a well-known impact.-Last but not least there is the arrival of competitors with disruptive models that are better adapted to the increasingly digital consumer.

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52% are frustrated with mobile app performance?

There are so many options why are frustrated with app performance? Our are expectations simply to high? Maybe its not the application that that is the problemmaybe its something else.10

We are a generation of spoilt idiots

We are apparently all experts, professors and lecturers in computer science, application delivery and advanced programming. Arent we?

No,but we are given the opportunity at every corner to voice our opinionsand the sad reality iswe listen and respect each others opinion despite them being at times completely unfounded.

Case in point is this example

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#Perform2015

Combat Complexity with monitoring 12

#Perform2015

Fix the brand issue Resole solve requestsAlleviate developers from wasting time.

Add in nike employs more13

Maybe it is the application or websites fault..,

But applications and websites can disappoint usespecially when we really want them not to.

Cyber Monday is like the Olympics for athletes so when failure occurs during this period its really disappointing for all involved. 14

And its not just main stream media that picks up on this stories. We are kick to throw our opinions in the mix as well. 15

This guys comments are hilarious. Look how polite he was at the bottom tweet, but he continued his rants as the site failed to deliver.

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Call it the Netflix effect, google effect or Uber effect. But simply we are more demanding than ever before. 17

mobilebrowsernetworkmulti-geo3rd partiescloudcontainersservicescodehostssyntheticlogsbusinesstransactionapplicationsmulti-tier networkrelax

Why: Complex Delivery Chain

ruxit theme 2014.05.15Firstly the internet is an insanely complex place.

And deliverying quality software is ridiculous difficult considering the diverse delivery chain that an application or website has to travel in order to make it to the end user. 18

There are now 24,093 unique Android Devices28% more than last yearDeveloper Migraine

@daveando

#Perform2015

Launch it on 24k different devices. Oh I know what some of you are thinkingyou dont have to worry about each device do you?

You would need to test on 186 different devices in order to cater for 80% of the market. 186is that all.

So you can test on all of them, so you should monitor user experience though right?

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TimeComplexity / Expectations

Visibility/ Control

Executives are finding a tremendous added benefit from working with Compuware. They are not only closing the gap they are staying ahead of rising complexity and rising expectations. They have the right data to make better decisions minimizing risk and meeting their business objectives. 20

1. Change the way we work

Not just #devops its

#bizdevopsmarksaleslegalhr

#Perform2015

More frequent deployments

Practice DevOps Faster lead times than their peers

Faster mean time to recoverHigher market cap. growth over 3 years

@realgenekim

30x8,000x12x50% Amazon 11.7 Secs

The unicorns of this world understand the importance of software quality. They dont wait 13 years to upgrade or to roll out. 22

The old way is not going to deliver what we need in the new world. 23

Can help alleviate problems by the organisation not working together. 24

2. Get answers not more dataAnd give it to your entire organisation!

Let's work the problem people. Let's not make things worse by guessing.

APOLLO 13

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Find a needle in a haystack

You found in minutes what we failed to find in months

3. The rise of the digital experience centre

Stop being generic in your responses

You cant just reply with standard responses anymore. You must have data to back it up and it needs to be delivered in an instant. 33

This rise of the digital command centre

CustomerExperience

Omni-channelAnalyticsBusiness Analytics

Other analytics(Google Analytics, Marketo, etc.)

Virtual Users

Social Data Integration(Twitter feed,sentiment analysis)

Forrester predicts the digital command centre will be 34

See User Experience

Purelytics

Need to be able to see every user as they interact with your site. Are they have a good experience or a bad experience? If its bad then why? If its bad what can you do about it? 36

paularodgerspaularodgers

For sites that have login functionality or an app, you can see the app crash. You now have the ability to reach out to them. To apologise,. To offer a coffee or a discount. Not sit and wait for them to rant on social media so you can serve them up another generic response like try another browswer or we are sorry let us look into it. 38

Hi @paularodgers. Noticed your app crashed. Please visit a service desk where a coffee and boarding pass awaits you ~ Mary.

So imagine now. You are no longer putting out fires, you are no longer taking calls from irate customers. Instead you are delighting customers. You are making them smile. You are making them brand loyal. You are making their day.

Not every call centre is structured like this.and working through such a change might take some pain.but remember what sets you apart from everyone else.

Imagine what that is going to do for your business, for your colleagues, and most importantly for us.the customer. 40

UnifiedUser & App InsightsImproveMTTR & MTBFOptimizeSpendDeliver on user sat & SLAsImprovereleasequalityConversionand OptimizationUsersbehaviorinsightsUser experience acrosschannelsLaunchReadinessReduceunplannedworkReleasecapabilities fasterKeep up with the pace of changeUncover new business insightsUser ExperienceContinuous DeliveryApplication PerformanceIdentify and prevent problems3 to 5 second average response time improvements

30% faster checkout

1,800% Spike in trafficNo Bottleneck

66% hardware savings30% faster web site

49% increase in revenue

3x release frequency increasereduced MTTR by 90%

80% faster time to market

The key to digital success, and survival is to have a platform and operation for your entire business. The 3 key pillars are to understand user experience. In IT its about continuous delivery, releasing mfaster, but importantly releasing with better quality. Lastly visibility into your application performance will give you the ability to find a needle in a haystack. Find and fix problems at rapid rates, optimize performance so that more time can be spent on innovation and less on fire fighting. 41

Understanding brings tolerance- Mahatma Gandhi

@googledave

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