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Understanding and Improving Customer Experience at the UKs Leading Mul;-‐Channel Retailer, John Lewis
Aleem Cummins Online Release Implementa;on Manager, John Lewis
Disclaimer
2
During the course of this presenta;on, we may make forward-‐looking statements regarding future events or the expected performance of the company. We cau;on you that such statements reflect our current expecta;ons and
es;mates based on factors currently known to us and that actual events or results could differ materially. For important factors that may cause actual results to differ from those contained in our forward-‐looking statements,
please review our filings with the SEC. The forward-‐looking statements made in the this presenta;on are being made as of the ;me and date of its live presenta;on. If reviewed aQer its live presenta;on, this presenta;on may not contain current or accurate informa;on. We do not assume any obliga;on to update any forward-‐looking statements we may make. In addi;on, any informa;on about our roadmap outlines our general product direc;on and is subject to change at any ;me without no;ce. It is for informa;onal purposes only, and shall not be incorporated into any contract or other commitment. Splunk undertakes no obliga;on either to develop the features or func;onality described or to
include any such feature or func;onality in a future release.
About Me
! Aleem Cummins – Online Release Implementa;on Manager – Splunk Advocate and Thought Leader – Splunk User Group -‐ London – Involved in IT for 15 years
ê Development, Service Management, Support ê Splunk, Opera;onal Intelligence, CSI
– Master Prac;;oner of Neuro Linguis;c Programming (NLP) ê Posi;ve Engagement, Modeling What Works ê Unleashing Poten;al, Inspira;onal Leadership
h[p://uk.linkedin.com/in/AleemCummins
@AleemCummins
Good Ci;zen
John Lewis ! Founded in London in 1864 ! Owned in trust by its partners
(employees) ! JohnLewis.com annual revenue
exceeds £1bn ! Focus -‐ be leading UK
omni-‐channel retailer ! Values -‐ customer service,
trust and values ! Largest department store
in the UK
Agenda ! Brief History and our vision ! Architecture and what we are Splunking ! Working with data across channels
! Driving Business Value ! Checkout intelligence and elimina;ng drop-‐offs
! Modeling customer journeys with Splunk ! Analyzing what isn’t there to ensure transac;ons ! Mission control approach to managing our largest events
! Top ;ps ! Summary and lessons learned
The History of Splunk at John Lewis
Log shipping Log parsing
Keyword search
Highly complex analysis Trend analysis
Visualizations (dashboards) Traffic modeling
Incident and checkout analysis Complex alerting
Splunk introduced
Summer 2011
New Ecommerce Platform
March 2013
Simple alerting Charting
2014
2015 +
Our Vision Opera;onal visibility of issues before they are reported
Maintain excellent customer experience
Model customer behavior
Enhanced opera;onal intelligence – Insighhul mul;-‐level repor;ng – Leading edge applica;on management
Build out a organiza;onal adop;on of opera;onal intelligence
Use Splunk as the go-‐to place for issue analysis
Define best prac;ce for IT & business insight across the organiza;on
Build enterprise governance to support enterprise infrastructure
The John Lewis Splunk Architecture
Forwarders
Job Server (Active)
Job Server (Passive)
Search Heads Search Heads
Deployment Server (Active) Indexers Indexers
Deployment Server (Passive)
Forwarders
Today
DataCenter 1 DataCenter 2
The John Lewis Splunk Architecture
Forwarders
Job Server (Active)
Job Server (Passive)
Search Heads Search Heads
Cluster Master (Active) Indexers Indexers
DataCenter 1 DataCenter 2
Log Data
Auto Replication
of Data
Load Balancing
Cluster Master (Passive)
Forwarders
Future
DATA SOURCES WE SPLUNKED
Splunking Across The Channels
Online | In Store | Mobile
Failure Rate By ● Server ● TransacHon Type ● Type
Response Time ● By IntegraHon Server ● Breakdown ● Extremes ● DistribuHon
TransacHons ● By Server ● By Type
TransacHons Per Second ● By Server ● Extremes ● By Source
TransacHon Detail
Selected Key Metrics
Business IT Opera;ons
Driving Business Value
Real Time Analysis
Common Currency Time to Answer
Trust Integrity
Metrics NFRs
Service Introduc;on
Release Mgmt
Unstructured Data
Analysis
Reassurance Confidence
Collabora;on Dynamic
Tracking Drop-‐offs Using Checkout Intelligence
Modelling Customer Journeys
Theory…
Reality!
Analysing What Isn’t There to Ensure Transac;ons
Drop off in Web Kit 533 browsers Fixed with Splunk
Mission Control Approach to Managing Our Largest Events
Ensuring the Health of JohnLewis.com
ORGANISATIONAL Making the case for Splunk
Aligning teams and values Surfing the expectation curve
Strategy
Ownership & engagement
Looks Do-able … But People Matter More!
TECHNICAL Configuration management
Capability & capacity User administration
Creating dashboards Availability/Disaster Recovery
The Challenges We Faced (and Overcame)
Top Tips – Bring the Bling
DEMOCRATIZATION OF THE DATA IS MORE IMPORTANT THAN TECHNICAL
SOPHISTICATION
Top Tips – Have an Open Mind
“YOU DON’T KNOW WHAT YOU DON’T KNOW”
Summary and Lessons Learned ! Discovering Splunk has made a profound difference to our approach
! Business engagement and buy-‐in is mission cri;cal
! New tech needs champions
! You need to be proac;ve with organiza;onal challenges and opportuni;es
! Be pa;ent, resilient, posi;ve, humble, informed and deliberate
! Bling is great for impact but leadership and vision drives long term growth
! Splunk needs to be a core part of our opera;onal support systems (OSS).
! Project success is driven by posi;ve, informed and collabora;ve EARLY engagement
! Always be a good ci;zen
! Never miss an opportunity
! Logging standards and conven;ons are vital
! Opera;onal Intelligence is actually just common sense (WHY → WHAT → WHERE → WHEN → HOW)
I am a champion I am a thought leader
I am me
Ques;ons
and Answe
rs
THANK YOU @AleemCummins
