Webinar Evolving Monitoring & Customer Experience
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Register Here: https://info.dynatrace.com/apm_wc_monitoring_for_business_na_registration.html How can you ensure that your customers are satisfied when they use your web and mobile applications? Why should understanding user behavior matter to IT? In this 20-minute webinar, Pieter van Heck, digital performance expert at Dynatrace, will illustrate the importance of having solid digital performance and the impact on business productivity. Learn about: 4 key approaches to monitoring digital experience The value of user behavior analysis Dynatrace synthetic and real user monitoring capabilities A great digital experience increases conversion rates, app adoption and customer loyalty. Register today to reserve your spot!
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Webinar Evolving Monitoring & Customer Experience
- 1. confidential Evolving monitoring: Customer Experience & Business Outcomes March 14, 2017
- 2. confidential Evolving monitoring: Customer Experience & Business Outcomes Pieter Van Heck EMEA Solution Director
- 3. What is user satisfaction?
- 4. 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 confidential
- 5. Deliver on user satisfaction and SLA’s Nothing works!!!!! That is helpful Information…. confidential
- 6. We monitor everything. Is it good enough? Infrastructure Processes ApplicationNetwork Presentation - Device What if this was you? Is this enough?
- 7. We monitor everything. Is it good enough? Infrastructure Processes ApplicationNetwork Presentation - Device What 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
- 8. Apps of innovation Apps of engagement Apps of record Impact of end-user experience
- 9. confidential Availaibility Monitoring User Monitoring Business Monitoring Customer Behavior Evolution in Customer Experience Synthetic Real User
- 10. confidential Evolution in Customer Experience • No users • Reduce MTTD • Push for 99.9% availability • Proactive monitoring: • Will tell you that there is an issue... How fix? • Can cover key transactions and user journeys... Other pages, locations, devices? • Mostly as part of operations Synthetic
- 11. confidential
- 12. confidential
- 13. confidential Availability Monitoring User Monitoring Business Monitoring Customer Behavior Evolution in Customer Experience Synthetic Real User
- 14. confidential 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
- 15. Imagine there is a war(room)… and nobody has to go there!
- 16. 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
- 17. 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.
- 18. I am a developer that can help! How did you find this? Everyone else can do their regular work!
- 21. Focus on customers/employees Focus on Internal IT processes
- 22. confidential Availability Monitoring User Monitoring Business Monitoring Customer Behavior Evolution in Customer Experience Synthetic Real User
- 23. confidential 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
- 24. confidential Not only focused on the performance of my company but also the competition?
- 25. confidential How much time do people loose because of slow operations. How can I improve efficiency?
- 26. confidential 2 people submitted their response time Avg response is 3.25 seconds
- 27. Which visitors added something in the basket but didn’t check out. Why?
- 28. How is my insurance funnel performing? What is my revenue? Are people talking about us on social media?
- 29. confidential Availability Monitoring User Monitoring Business Monitoring Customer Behavior Evolution in Customer Experience Synthetic Real User
- 30. confidential 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
- 32. How are people going though the website?
- 33. Djeez where is that check-box?Djeez where is that check-box? F u s a e d U s e W h a a e p e o p e a u a y u n g n d n g ? Are people finding the checkbox?
- 34. 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?
- 35. What are people actually using/finding?
- 36. confidential Availaibility Monitoring User Monitoring Business Monitoring Customer Behavior Evolution in Customer Experience Synthetic Real User
- 37. confidential 2016 What happened in an INTERNET-MINUTE
- 38. Master the Digital Transformation Optimize Customer Experience Modernize Operations Accelerate Innovation
- 39. confidential Thank you! pieter.van.heck@dynatrace.com @PieterVHeck Free Trial: https://www.dynatrace.com/trial/
- 40. Connect with us! Participate in our Forum : community.dynatrace.com Like us on Facebook : facebook.com/dynatrace Follow us on LinkedIn : linkedin.com/company/dynatrace Follow us on Twitter : twitter.com/dynatrace Watch our Videos & Demos : youtube.com/dynatrace Read our Blog : https://www.dynatrace.com/blog/
Editor's Notes
- Why don’t we know these users, they haven’t talked to you?
- As organizations are making this shift, they need to support three different types of applications. We call this a “multi-modal” application environment. We designed the Dynatrace platform to manage this multi-modal application environment. In fact, we‘re the only APM vendor that can cover all three types of applications. Apps of record, which are your enterprise or packaged applications such as your ERP, email, directory services, and so on. Typically running in your data center, sometimes leveraging legacy technologies like the mainframe. These applications are critical to operating your business, and therefore need to be managed, but they don’t lend themselves to containerization. Apps of record require a unique monitoring approach. Despite cost cutting in these areas, we see SLA focus increasing – and shifting – from inside-out, component-focused health monitoring to outside-in, with user and transaction level visibility required. Apps of engagement are those customer facing web applications that drive your revenues today. They are your cash cow in a way. Built on web technologies like Java, .NET, PHP and so on, for these apps it’s vital that you have visibility into your end users’ experience, and that you can quickly identify problems when they occur and get to the root cause. Companies are rapidly transforming the way they develop and deliver these apps using DevOps and continuous integration/continuous deployment techniques. There is a third category of app we call apps of innovation. These are built for the cloud and leverage micro-service and container technologies to allow for rapid innovation. They are hyper-scale and hyper-dynamic, with an extremely tight alignment between business, dev and ops. Monitoring these apps is also critical and requires a new approach. They can’t be instrumented with “introscope” type bytecode technology used by CA, AppDynamics and New Relic. They need to anticipate exponential growth in measurement point, services and process interdependencies by taking advantage of self learning and artificial intelligence. To be clear, you may have applications that span all three types. Your apps of innovation may connect with your apps of engagement and your apps of record. Even the most modern application may still tie to the mainframe on the back end. [Click for animation] These apps of innovation are where your future growth lies. It’s where you need to be going to survive. And as you can see this is where the investment is going. We see our customers moving very quickly in this direction, even while they continue to support the apps of engagement and apps of record. Our strategy, as we’ll discuss in a bit, is to provide the right type of monitoring for all three application types. Discussion questions: Would you classify your application environment as multi-modal today? What type of applications fit into each of these categories for you? Do you have different teams that work on each of these? Are those teams represented in this meeting? Are you currently moving applications to the cloud or developing cloud-native apps? Are you currently deploying micro-services and container technologies?
- But support for troubleshooting is only one benefit of UEM UEM is essential for managing user experience = Service quality Where to invest? Where to optimize? No visibility = No qualified decition possible = No control! Using UEM only for Troubleshooting only is equal just going to the dentist in case of toothache. Even if the current cavity is fixed damage remains!
- https://help.dynatrace.com/monitor-real-user-experience/get-started/what-is-an-apdex-rating/ Benefits of Apdex ratings Dynatrace Apdex ratings can be customized based on your specific requirements of your application. Once configured, they give you a quick and easy way of evaluating the performance of all user actions that you are monitoring: a value of 1 is perfect; values below 0.5 are poor. You can use Adpex ratings as benchmarks and compare two applications over time, even though the timing thresholds set up for the two applications may be different. Applications are typically comprised of many different user action types. For example, it might be acceptable to have a complex search in an application take up to 6 seconds to complete while the loading of the homepage in the same application might need to take less than 2 seconds to ensure user satisfaction. Such differences can be addressed by configuring different Apdex thresholds for these two different user action types.
- We started the presentation talking about Digital Transformation. For companies to successfully remake themselves, it requires the business, IT operations and development to all work as one team. Dynatrace is designed to deliver value for all three of these audiences, and to bring them together by providing metrics and automation that facilitate communication and collaboration. Digital business owners increasingly recognize that revenue and brand equity are intrinsically linked to the quality of the digital experience they deliver. For them, we provide gap-free user experience analytics that help them assess and optimize each and every “digital moment”. These customer experience and application usage insights can help them unlock business opportunities. For IT operations, we enable automation and orchestration, which is critical in this environment of increasing operational complexity. Our Artificial Intelligence engine processes millions of cross-domain data points to automatically pinpoint the root cause of performance issues. This breakthrough capability redefines the economics of application monitoring, enabling teams to take on more applications, while drastically reducing their investigation times. For development teams, we deliver the deepest integration into application Lifecycle & Continuous Delivery. From unit test to load test and thru automated release feedback loops, Dynatrace is an integral part of the DevOps toolchain to automate quality checks, proactively identify performance issues, and ensure confident delivery.