connect 4-pov-rachel obstler
TRANSCRIPT
CONNECT 2015
Rachel Obstler, VP of Products, Keynote
Get your return on digital – Digital Business OpFmizaFon
CONNECT 2015
Agenda
© 2015 Keynote Systems | 2
The Digital Business Movement Keynote announcements – March 25, 2015
1. Keynote’s Digital Business OpFmizaFon and PlaQorm 2. Introducing the newest member of the Keynote PlaQorm
§ Digital Performance Intelligence – Performance in the context of the business
The most important set of releases in Keynote’s history
CONNECT 2015
Your Digital Business
CONNECT 2015
What’s the real cost of failure across your digital channels?
© 2015 Keynote Systems | 4
for any digital interacFon to load1 3 SECONDS OF TOLERANCE 65%
average shopping cart
ABANDONMENT RATE3
ONLY 16% OF CUTOMERS
willing to give a bad app more than one a_empt2
1. ZDNet; 2. Econsultancy; 3. Invesp.com
CONNECT 2015
What’s at risk – Total digital investment and commerce
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1. Global trend report, Tata Consultancy Services Ltd.; 2. comScore U.S. Census Bureau, BI Intelligence
In 2014, Global enterprises will spend on average
113 MILLION
70% of these organizaFons see DIGITAL INITIATIVES as being CRUCIAL to their business success in this decade1
on digital iniFaFves
$0
$10
$20
$30
$40
$50
$60
$70
$80
$90
$100
2Q10 4Q10 2Q11 4Q11 2Q12 4Q12 2Q13 4Q13 2Q14
US E-‐Commerce Sales (Billions)
Desktop
Mobile
CONNECT 2015
Engaging with customers is undergoing seismic change
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LOB SaaS
Social & Third Party
Apps
CDN, Backbone & Carriers
On Premise
Customers on wide range of devices
Delivering a great cross-‐channel experience means making sense out of prolific complexity
CONNECT 2015
The rise of the Chief Digital Officer
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§ 25% of companies will have a chief digital officer in the C-‐suite by 2015 (source: Gartner Digital MarkeFng Spending Survey – 7/14)
§ Growing internet-‐based channels drive consolidaFon all under one team
§ Absorbing key elements from LoB and IT § Everyone is hiring data analysts
§ Every organizaFon has iniFaFve to expose, measure their data
§ Rise/relevance of the developer
CMO, CRO, etc
Web properFes
HTML development
Mobile Apps (outsource)
Development
QA
LoB FuncFon
LoB
IT -‐ CIO
CTO IT Ops VP Apps
Dev
QA (could be separate)
VP of Mobility
Development
QA
IT -‐ Chief Digital Officer
Performance tesFng
Dev/Ops
OperaFons (IT)
IT
Chief Digital Officer
Web properFes
HTML development
Dev/Ops, release
Mobile Apps (insource/outsource)
Development
QA
(From IT)
Performance tesFng
Dev/Ops
OperaFons (IT)
CONNECT 2015
He said, she said
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Business and User Experience Technology Experience
How the LoB thinks about the site/app How IT think about it
Growth – New users registering for the app Time to InteracFve Page, Page Load Time (over 'me)
Conversions – Customer journey success rates Time to InteracFve Page, Page Load Time
Reten1on -‐ Repeat visitors Queries per Minute
Referrals – Referred customers Concurrent DB ConnecFons
Abandonment -‐ Exit rate # HTTP Errors (e.g., quanFfying 404’s etc.)
Engagement – Average duraFon, spinners, freezing Time to First Byte, Time to First Paint
CONNECT 2015
Working together requires putng performance in business context
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Good alignment between IT and the Digital teams / LoB !!!
However few believe their analyFcs today offers comprehensive info to make decisions today + tomorrow
Maximize Business Value
PRODUCT R&D MANUFACTURING SALES
OPERATIONS INFORMATION TECHNOLOGY
Control Cost • Minimize Risk
FINANCE & ADMINISTRATION
The Reality -‐ 2015 Forrester survey
Top line growth • Investment Risk
IT -‐ CIO
CTO IT Ops VP Apps
Dev
QA (could be separate)
VP of Mobility
Development
QA
IT -‐ Chief Digital Officer
Performance tesFng
Dev/Ops
OperaFons (IT)
IT CMO, CRO, etc
Web properFes
HTML development
Mobile Apps (outsource)
Development
QA
LoB FuncFon
30% say their analyFcs today offers a wealth of strategic insights now and in the future • 35% of IT believes this about analyFcs • 22% of LoB believes this about analyFcs
97% of IT says Good/Excellent, 89% of of LoB says Good/Excellent
Three items
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Access to all the data you need.....
in the context of the business…..
to proacSvely manage your customers’ experience
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The Keynote PlaQorm
12
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Digital Business OpFmizaFon Bluep
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BUSINESS OUTCOMES
BIG DATA & INTEGRATIONS
DIGITAL PERFORMANCE INTELLIGENCE
QUALITY
PERFORMANCE
INDUSTRY SCORECARDS
Digital Performance Intelligence Performance Benchmarking Performance ROI Services and Insights
Quality Mobile TesFng Load TesFng
Performance Mobile App Monitoring Web Monitoring Both Real User and Ac've
Industry Scorecards Industry Benchmarks CompeFFve Research
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Keynote Product Lines
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Performance – Understand business impact in real-‐Fme
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BENEFITS
§ Optimize digital performance across channels § Identify real customer problems plus validate and diagnose them § Make performance improvements based on regional differences § Identify severity and diagnose external performance problems § Manage internal and external team and vendor performance
Real-time Actionable Data Alerting and Deep Diagnostics
CAPABILITIES
§ Performance across all channels (web, mobile web, mobile apps) § Combines real user and synthetic measurements in a single view § Open access to measurement data § Real-time data and smart alerting § Deep diagnostic information on both internal and 3rd-party
performance
CONNECT 2015
Quality – Ensure success of your digital assets
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§ Performance test to ensure peak performance for your critical events
§ Protect brand equity for 1st customer impressions § Load generation from around the world for complete end to end
UX § Understand and fix problems when least expensive (pre-launch)
Performance Testing Manual and Automation Functional Testing
§ Improves coverage / quality with functional testing for mobile apps and websites
§ Robust and resilient automation (object level support) to shorten release cycles
§ Largest cloud library of real iOS and Android devices; zero device management
§ Remote access for geographically distributed teams § Day 1 support for new OS releases
CONNECT 2015
Industry Scorecards – How do you compare?
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BENEFITS
§ Know your competitors so you can benchmark key competitors § Understand and prioritize competitive gaps § Establish performance against best-in-class performance across
the industry – learn from companies outside your industry
Best-in-Class Performance Industry Indexes
CAPABILITIES
§ Performance and usability recommendations for your digital assets
§ 20 years of performance best practices across all industries § Industry expertise all key verticals (e.g., financial services, retail,
auto, media and more)
-‐50% -‐40% -‐30% -‐20% -‐10% 0% 10% 20% 30% 40% 50%
Royal Caribbean
Princess
Celebrity
Norwegian
Carnival
Orbitz
Expedia
Travelocity
Holland America
CruisesOnly
Gap -‐ Compared to Average (Score)
Phone Tablet Desktop
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Digital Performance Intelligence Putng performance in the context of the business
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Introducing Digital Performance Intelligence Performance benchmarking for compeFtors and third-‐party content
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Rum Exit Rate (Calculated) Revenue From Adobe
CONNECT 2015
Thank you