Webinar Evolving Monitoring & Customer Experience
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Transcript of Webinar Evolving Monitoring & Customer Experience
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Evolving monitoring: Customer Experience & Business OutcomesMarch 14, 2017
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Evolving monitoring: Customer Experience & Business Outcomes
Pieter Van Heck EMEA Solution Director
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What is user satisfaction?
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The tale of three unknown users
Satisfied User
• Can focus on task and is not hindered
• High productivity
Tolerating User
• Notices slowdowns• Productivity is
impaired• Does not complain
Frustrated User
• Unhappy with slow performance
• May stop working on a certain task
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Deliver on user satisfaction and SLA’sNothing works!!!!! That is helpful
Information….
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We monitor everything. Is it good enough?
Infrastructure
Processes
ApplicationNetwork
Presentation - DeviceWhat if this was you?
Is this enough?
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We monitor everything. Is it good enough?
Infrastructure
Processes
ApplicationNetwork
Presentation - DeviceWhat if this was you?
Is this enough?
• Was the food warm?• Did it taste good?• Was it what the customer expected?• Are they happy to pay for it?• Will they come back? Business decisions
Customer Experience
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Apps of innovation
Apps of engagement
Apps of record
Your CompanyImpact of end-user experience
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Availaibility
Monitoring
User Monitoring
BusinessMonitoring
CustomerBehavior
Evolution in Customer Experience
Synthetic
Real User
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Evolution in Customer Experience
• No users• Reduce MTTD• Push for 99.9% availability• Proactive monitoring:
• Will tell you that there isan issue... How fix?
• Can cover key transactions and user journeys... Other pages, locations, devices?
• Mostly as part of operations
Synthetic
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AvailabilityMonitoring
User Monitoring
BusinessMonitoring
CustomerBehavior
Evolution in Customer Experience
Synthetic
Real User
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Evolution in Customer Experience
• Prioritize Issues• What is impacting users
the most?• What transactions are
being impacted?• What are the
applications that are having issues?
• Goals • Reduce MTTR• Better prioritization• Measure all transactions• Improve performance
awareness within teams• Save time = save money
Real UserSynthetic
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Imagine there is a war(room)…and nobody has to go there!
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How RUM data helps to avoid War Rooms
Client Team: No reason to go to war(room)
Network Team: Normal ratio of network-caused issues
Worth further investigation if server team or developers can help
Click
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Slow operations: Only one certain operation type, others are not affected
-> cannot be an infrastructure issue!Dev, could you please help?
Click
Application is sensitive to insufficient search phrases that produces too many DB results.
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I am a developer that can help!
How did you find this?
Everyone else can do their regular work!
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Focus on customers/employees
Focus on Internal IT processes
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AvailabilityMonitoring
User Monitoring
BusinessMonitoring
CustomerBehavior
Evolution in Customer Experience
Synthetic
Real User
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Evolution in Customer Experience
• Still combination of synthetic and real user data?• More than just performance
• Interaction of the user• Looking at businesss questions and goals• Using metrics within the application
Synthetic Real User
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Not only focused on the performance of my company but
also the competition?
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How much time do people loose because of slow operations. How
can I improve efficiency?
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2 people submitted their response time
Avg response is 3.25 seconds
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Which visitors added something in the basket but didn’t check out. Why?
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How is my insurance funnel performing?
What is my revenue?
Are people talking about us on social media?
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AvailabilityMonitoring
User Monitoring
BusinessMonitoring
CustomerBehavior
Evolution in Customer Experience
Synthetic
Real User
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Evolution in Customer Experience
• More relying on real user data• The customer is key
• Not one application, but across applications and channels• Understanding the customer journey• How are people using the application?• Predict the customer journey
Synthetic Real User
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Omnichannel
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How are people going though the website?
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Djeez where is that check-box?Djeez where is that check-box?
Are people finding the checkbox?
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Productivity: Time spent in Tab/Context
User Actions +
User Experience
Step #1 Step #2 Step #3
How and what are people using, and are they happy?
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What are people actually using/finding?
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Availaibility
Monitoring
User Monitoring
BusinessMonitoring
CustomerBehavior
Evolution in Customer Experience
Synthetic
Real User
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2016 What happened in anINTERNET-MINUTE
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Master the Digital Transformation
Analyze user behaviorIncrease conversion ratesMeet performance expectations
Automation & orchestrationMaster environmental complexityAutomatic FDI & root-causeBecome a cloud provider
Increase agility & automation (CI, CD, …)Focus on business needsMaster code complexityDrive user experience by production visibility
Optimize Customer Experience
Modernize Operations
Accelerate Innovation automate &
collaborate
Confidential, Dynatrace LLC
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