sitecore digital survivor series - how web and app performance impacts customer experience

Sitecore’s Digital Survivor webinar seriesPresenter // Dave Anderson, DynatraceModerator // Laura Tumelty, Sitecore

#DigitalSurvivor

• The webinar recording will be emailed to you within the nextcouple of days.

• Submit your questions in the GoToWebinar chat box, and we'llattempt to answer them during the Q&A at the end of the presentation.

• Tweet #DigitalSurvivor to share your thoughts on today’s presentation.

#DigitalSurvivor

Welcome to today’s webinar

What is Sitecore?Sitecore is a global leader in customer experience management software that delivers highly relevant content and personalised experiences acrossmultiple channels that delight audiences,build loyalty and drive revenue.

#DigitalSurvivor

More than 4,600 customers globally

#DigitalSurvivor

How website performanceimpacts the customer experience

Dave AndersonVP Marketing for EMEA and APACDynatrace@Dynatrace

#DigitalSurvivor

Intro:

Confidential, Dynatrace LLC

"I don't play the odds, I play the man."

Music, but not Teen Pop

AFL Footy but not League

Perth beaches but no sharks

I love coffee, but not in London

Love wine, but not wine snobs

Tech, but not printers

I love presenting about digital customer experience. I love telling stories!

Confidential, Dynatrace LLC

bit.ly/apmchallenge

5000 milliseconds = 5 seconds

Confidential, Dynatrace LLC

CX Part 1: Brand loyalty is deadBrand experiencehas never been more alive

Speak to the hand

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

@daveando | dynatrace

Design for mobile first- app and responsive

61% of millennials will use their device in store for pricing and product reviews

65% will do more mobile shopping than they did last year

75% will abandon a buggy app and shop elsewhere

2.5x times longer in apps than we did 2 year ago bit.ly/dt-3

Confidential, Dynatrace, LLC

Software is eating the world

TRAVEL

MEDIA TELCO AND COMMS

RETAIL

Performance is non-negotiable. People are spoilt for choice and thirsty for ‘new’

@daveando | dynatrace

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

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 Micro services emerge as a new normal

Rise of the dragon

By 2018 ecommerce in China will have tripled the US ecommerce economy

Bit.ly/dt-china-blog

Confidential, Dynatrace LLC

Make it work or …

More and More Now Now

Now

Confidential, Dynatrace LLC

CX Part 2: Digital channels fail = business fails

Confidential, Dynatrace LLC

1) Why did they encourage us all to go online at once?

2) 1 million per hour was not enough

Confidential, Dynatrace LLC

Confidential, Dynatrace LLC

vs

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Portfolio’s

1 of 2

Confidential, Dynatrace LLC

Confidential, Dynatrace LLC

Speed of Disruption

#PokemonGo made $16k every 15 mins. That’s $15.6 million a day.

@daveando | dynatrace

Confidential, Dynatrace LLC

Confidential, Dynatrace LLC

Go Daddy

@daveando| @dynatrace

Major car brand

@daveando| @dynatrace

Confidential, Dynatrace LLC

@daveando| @dynatrace

Confidential, Dynatrace LLC

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

Confidential, Dynatrace LLC

CX Part 3: Speed matters

Milliseconds make a difference

@daveando | dynatrace

Confidential, Dynatrace LLC

SEO

@daveando| @dynatrace

Confidential, Dynatrace LLC

blog.dynatrace.com | Search for SEO

@daveando| @dynatrace

“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 Slidehttp://bit.ly/DT-Benchmarks

bit.ly/DT-skynews  

Confidential, Dynatrace LLC

Comparisons of the top 40

2.2 seconds

13 Hosts

74 Objects

1.4 MB

TOP 40

@daveando| @dynatrace

http://bit.ly/DTbenchmarks16

Confidential, Dynatrace LLC@daveando| @dynatraceTest yourself: bit.ly/DT-test

CX = Revenue

-100ms response time = +1% revenue

+100ms load time = -1% revenue

@daveando | dynatrace

Milliseconds make a difference

Test yourself: bit.ly/DT-test

@daveando| @dynatrace

0.5 second increase in response times, reduced conversions by 11%

Nordstrom

Insert headshot image here

“Who are you to say response time has to be 2.5 seconds?”

“I don’t set our SLA’s, our customers set the SLA’s”

Nordstrom Performance Engineering Team

@daveando| @dynatrace

Product Pages Conversion Rates

-60%

Visit

or C

ount

Time to Interact

http://bit.ly/dt-1

@daveando| @dynatrace

T-Mobile

@daveando| @dynatrace

Amazon

Monitor and continually improve performance – milliseconds matter

Confidential, Dynatrace LLC

CX part 4: CX is a team sport …now what?

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

Teamsport

Kill bugsSpeed

MattersSimpl

e Solve a need Convenienc

e

Limit guess work

Confidential, Dynatrace LLC@daveando| @dynatrace

Confidential, Dynatrace LLC

bit.ly/dt-performancetest

Make Developer Tools

your Friends

Confidential, Dynatrace LLC

Confidential, Dynatrace LLC

#Perform2015@daveando| @dynatrace

Confidential, Dynatrace LLC

Confidential, Dynatrace LLC

Confidential, Dynatrace LLC

Monitor 3rd Party Performance

@daveando| @dynatrace

Confidential, Dynatrace LLC

Confidential, Dynatrace LLC@daveando| @dynatrace

What can we do to help you?

dave.anderson@dynatrace.com@daveando

Discover how your organisation can own every customer experience.

Visit www.sitecore.net.

#DigitalSurvivor

Questions?

Next…

King ContentContent

AmplificationThursday 18 August

Genevieve Clay-Smith

StorytellingThursday 25 August

CatchiConversion

OptimisationFriday 9 September

#DigitalSurvivor

www.sitecore.net/digitalsurvivor