deliver personal customer experiences in a complex digital world

Confidential, Dynatrace LLC

Deliver personal customer experiences in a complex digital world

Dave Anderson – VP Marketing EMEA and APAC@daveando | @dynatrace


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

Fact #1The Rise of the Faceless Organisation


Speak to the hand

We are spending 2.5x times longer in apps than we did 2 year ago @daveando bit.ly/dt-3

The rise of apps means the rise of the faceless organisation @daveando

#Perform2015

Start ups are disrupting industries they have no real right to be in @daveando

Fact #2Digital disruption is not hype

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


#mindblowing

China’s ecommerce industry is set to triple the US ecommerce numbers by 2018 @daveando bit.ly/dt-4

Digital Predator or digital prey? @nigelfenwick

Nike has many more software developers than apparel

designers.“ ”@daveando | dynatrace

We see ourselves as a technology company with a banking license“ ” Michael Corbat

@daveando | dynatrace

Fact #3 The rise of generation ‘now’


“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

Benchmarks Slide

“Hi @daveando. We noticed you had issues booking. We’ve sent you an email, can we help you complete your booking?”

Eli Melo, Natura

We can now call the customers before they call us. We can say that we understand your frustration

and we’re onto it“”


#Perform2015

No more guesswork…You found in minutes what we failed to find in months

Fact #4

CX is your single biggest differentiator

Confidential, Dynatrace, LLC

CX = Revenue+0.5s response time = - 11% conversions

-100ms response time = +1% revenue

+100ms load time = -1% revenue


How fast is your site? http://bit.ly/DT-test

Product Pages Conversion Rates

-60%

Visit

or C

ount

Time to Interact

http://bit.ly/dt-1

No pages with performance issues

3 Pages with performance issues

All five pages with performance issues

38%

25%

18%

FINISH

FINISH

FINISH

CX Impacts Conversions

http://bit.ly/dt-1

CX is a core value

#1: Focus on the user and all else

will follow.

Don't #@!% the customer

We place customer

experience at the core of

everything we do

Show we care Listen to and

anticipate customer needs

”

Creating value and exceeding our customers' expectations


I keep making the same mistakes hoping you’ll understand

Ed Sheerin

I expect you to see me and to be

genuine and authentic

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

#Fact 5Get insights and get aligned

Natura

DigitalExperience

Center

Source: Forrester

Must tie back end systems to front end CX

Digital Performance Management Platform

Performance

Scalability

Time to Market

Quality of Service

Real-time Experience

&Behavior CX Analytics

Conversion

Abandonment

SEODevOps Business

30% faster checkout

3x release frequency increase

66% hardware savings

30% faster web site1,800% Spike in traffic

No Bottleneck

The World’s Leading Brands Trust Dynatrace


if it can be done, it will be done. If you

don’t do it, someone else will.Daniel Burrus

“”@daveando | @dynatrace

Connect on Linked In“Dave Anderson Dynatrace”


[email protected]


Performance management for the digital customer age

deliver personal customer experiences in a complex digital world

Technology