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Evolving monitoring: Customer Experience & Business OutcomesMarch 14, 2017

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Evolving monitoring: Customer Experience & Business Outcomes

Pieter Van Heck EMEA Solution Director

What is user satisfaction?

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

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Deliver on user satisfaction and SLA’sNothing works!!!!! That is helpful

Information….

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We monitor everything. Is it good enough?

Infrastructure

Processes

ApplicationNetwork

Presentation - DeviceWhat if this was you?

Is this enough?

We monitor everything. Is it good enough?

Infrastructure

Processes

ApplicationNetwork

Presentation - DeviceWhat 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

Apps of innovation

Apps of engagement

Apps of record

Your CompanyImpact of end-user experience

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Availaibility

Monitoring

User Monitoring

BusinessMonitoring

CustomerBehavior

Evolution in Customer Experience

Synthetic

Real User

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Evolution in Customer Experience

• No users• Reduce MTTD• Push for 99.9% availability• Proactive monitoring:

• Will tell you that there isan issue... How fix?

• Can cover key transactions and user journeys... Other pages, locations, devices?

• Mostly as part of operations

Synthetic

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AvailabilityMonitoring

User Monitoring

BusinessMonitoring

CustomerBehavior

Evolution in Customer Experience

Synthetic

Real User

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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

Imagine there is a war(room)…and nobody has to go there!

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

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.

I am a developer that can help!

How did you find this?

Everyone else can do their regular work!

Focus on customers/employees

Focus on Internal IT processes

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AvailabilityMonitoring

User Monitoring

BusinessMonitoring

CustomerBehavior

Evolution in Customer Experience

Synthetic

Real User

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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

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Not only focused on the performance of my company but

also the competition?

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How much time do people loose because of slow operations. How

can I improve efficiency?

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2 people submitted their response time

Avg response is 3.25 seconds

Which visitors added something in the basket but didn’t check out. Why?

How is my insurance funnel performing?

What is my revenue?

Are people talking about us on social media?

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AvailabilityMonitoring

User Monitoring

BusinessMonitoring

CustomerBehavior

Evolution in Customer Experience

Synthetic

Real User

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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

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Omnichannel

How are people going though the website?

Djeez where is that check-box?Djeez where is that check-box?

Are people finding the checkbox?

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?

What are people actually using/finding?

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Availaibility

Monitoring

User Monitoring

BusinessMonitoring

CustomerBehavior

Evolution in Customer Experience

Synthetic

Real User

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2016 What happened in anINTERNET-MINUTE

Master the Digital Transformation

Analyze user behaviorIncrease conversion ratesMeet performance expectations

Automation & orchestrationMaster environmental complexityAutomatic FDI & root-causeBecome a cloud provider

Increase agility & automation (CI, CD, …)Focus on business needsMaster code complexityDrive user experience by production visibility

Optimize Customer Experience

Modernize Operations

Accelerate Innovation automate &

collaborate

Confidential, Dynatrace LLC

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Thank you!

pieter.van.heck@dynatrace.com @PieterVHeck

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