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Confidential, Dynatrace LLC
Deliver personal customer experiences in a complex digital world
Dave Anderson – VP Marketing EMEA and APAC@daveando | @dynatrace
Confidential, Dynatrace LLC
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
Confidential, Dynatrace LLC
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
@daveando | @dynatrace
@daveando | @dynatrace
@daveando | @dynatrace
#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’
Confidential, Dynatrace LLC
“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
Confidential, Dynatrace LLC
“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“”
@daveando | dynatrace
Confidential, Dynatrace LLC
#Perform2015
#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
@daveando | dynatrace
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
Confidential, Dynatrace LLC
I keep making the same mistakes hoping you’ll understand
Ed Sheerin
@daveando | dynatrace
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
@daveando | @dynatrace
if it can be done, it will be done. If you
don’t do it, someone else will.Daniel Burrus
“”@daveando | @dynatrace
Confidential, Dynatrace LLC
Performance management for the digital customer age