Digital Customer Experiences in the age of faceless applications
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Transcript of Digital Customer Experiences in the age of faceless applications
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Confidential, Dynatrace LLC
Digital customer experiences in the age of faceless applications
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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Confidential, Dynatrace LLC
CX Part 1: The rise of the faceless organisation
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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
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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’
@daveando | dynatrace
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Confidential, Dynatrace LLC
Platform Depth
OS
Music
Payment
Productivity
Cloud
Video
Device
Voice
Tablet | Streaming All All All + Gaming
@daveando | dynatrace
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Confidential, Dynatrace LLC
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’
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CX Part 2:
Disruption is real, now, and only just getting started…
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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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Confidential, Dynatrace LLC@daveando | dynatrace
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Confidential, Dynatrace LLC
Speed of Disruption
#PokemonGo made $16k every 15 mins. That’s $15.6 million a day.
@daveando | dynatrace
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Confidential, Dynatrace LLC
@daveando | dynatrace
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Confidential, Dynatrace LLC@daveando| @dynatrace
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Confidential, Dynatrace LLC
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Confidential, Dynatrace LLC
Principles of customer experience
Solve a need
Simple & convenient
Fast & bug free
Fun, novel or
innovative
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Confidential, Dynatrace LLC
CX Part 3: Speed matters
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Milliseconds make a difference
@daveando | dynatrace
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You have 100ms to respond to user input before they notice a lag.
Fast or Furious
Source: http://bit.ly/dt-google-load
@daveando | dynatrace
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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 Slidehttp://bit.ly/DT-Benchmarks
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CX = Revenue
-100ms response time = +1% revenue
+100ms load time = -1% revenue
@daveando | dynatrace
How fast is your site? http://bit.ly/DT-test
Milliseconds make a difference
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@daveando| @dynatrace
0.5 second increase in response times, reduced conversions by 11%
Nordstrom
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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
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Monitor and continually improve performance– milliseconds matter
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Confidential, Dynatrace LLC
CX Part 4: Kill bugs before they kill you
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Confidential, Dynatrace LLC@daveando | dynatrace
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#Perform2015@daveando | dynatrace
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#Perform2015@daveando | dynatrace
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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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Less time troubleshooting more time innovating
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Confidential, Dynatrace LLC
CX part 5: It’s a team sport
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Source: Forrester
Must tie back end systems to front end CX
@daveando | dynatrace
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Confidential, Dynatrace LLC
• Alignment of Teams• Common Metrics• Performance is non negotiable• Find and fix fast• Dynatrace is critical
http://bit.ly/DT-swarovski
@daveando | dynatrace
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Confidential, Dynatrace LLC
http://bit.ly/DT-REA
@daveando | dynatrace
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Nike has many more software developers than apparel
designers.“ ”@daveando | dynatrace
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Rapid innovation to: 1) Cover future monitoring requirements2) Save you time 3) Make it easy4) Align teams
The Dynatrace Platform
@daveando | dynatrace
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Confidential, Dynatrace, LLC
Thank you
TRAVEL
RETAIL TELCO & MEDIA GOVERNMENT
FINANCECONSUMER
GOODS
@daveando | dynatrace
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Teamsport
Kill bugsSpeed
MattersSimpl
e Solve a need Convenienc
e
Limit guess work
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Confidential, Dynatrace LLC
Performance management for the digital customer age