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Evolving monitoring:
Customer Experience & Business Outcomes
March 14, 2017
confidential
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...
Deliver on user satisfaction and SLA’s
Nothing works!!!!! That is helpful
Information….
confidential
We monitor everything. Is it good enough?
Infrastructure
Processes
ApplicationNetwork
Presentation - Device
What if this w...
We monitor everything. Is it good enough?
Infrastructure
Processes
ApplicationNetwork
Presentation - Device
What if this w...
Apps of innovation
Apps of engagement
Apps of record
Impact of end-user experience
confidential
Availaibility
Monitoring
User
Monitoring
Business
Monitoring
Customer
Behavior
Evolution in Customer Experien...
confidential
Evolution in Customer Experience
• No users
• Reduce MTTD
• Push for 99.9% availability
• Proactive monitorin...
confidential
confidential
confidential
Availability
Monitoring
User
Monitoring
Business
Monitoring
Customer
Behavior
Evolution in Customer Experienc...
confidential
Evolution in Customer Experience
• Prioritize Issues
• What is impacting users
the most?
• What transactions ...
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-caus...
Slow operations: Only one certain
operation type, others are not affected
-> cannot be an infrastructure issue!
Dev, could...
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
confidential
Availability
Monitoring
User
Monitoring
Business
Monitoring
Customer
Behavior
Evolution in Customer Experienc...
confidential
Evolution in Customer Experience
• Still combination of synthetic and real user data?
• More than just perfor...
confidential
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?
confidential
Availability
Monitoring
User
Monitoring
Business
Monitoring
Customer
Behavior
Evolution in Customer Experienc...
confidential
Evolution in Customer Experience
• More relying on real user data
• The customer is key
• Not one application...
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Omnichannel
How are people going though the website?
Djeez where is that check-box?Djeez where is that check-box?
F
u
s
a
e
d
U
s
e
W
h
a
a
e
p
e
o
p
e
a
u
a
y
u
n
g
n
d
n
g
?...
Productivity:
Time spent in
Tab/Context
User Actions
+
User Experience
Step #1 Step #2 Step #3
How and what are people usi...
What are people actually using/finding?
confidential
Availaibility
Monitoring
User
Monitoring
Business
Monitoring
Customer
Behavior
Evolution in Customer Experien...
confidential
2016 What happened in an
INTERNET-MINUTE
Master the Digital Transformation
Optimize Customer
Experience
Modernize
Operations
Accelerate
Innovation
confidential
Thank you!
pieter.van.heck@dynatrace.com
@PieterVHeck
Free Trial: https://www.dynatrace.com/trial/
Connect with us!
Participate in our Forum :
community.dynatrace.com
Like us on Facebook :
facebook.com/dynatrace
Follow us...
www.dynatrace.com
confidential
Webinar Evolving Monitoring & Customer Experience
Webinar Evolving Monitoring & Customer Experience
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Webinar Evolving Monitoring & Customer Experience

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Register Here:
https://info.dynatrace.com/apm_wc_monitoring_for_business_na_registration.html

How can you ensure that your customers are satisfied when they use your web and mobile applications? Why should understanding user behavior matter to IT?

In this 20-minute webinar, Pieter van Heck, digital performance expert at Dynatrace, will illustrate the importance of having solid digital performance and the impact on business productivity. Learn about:

4 key approaches to monitoring digital experience
The value of user behavior analysis
Dynatrace synthetic and real user monitoring capabilities
A great digital experience increases conversion rates, app adoption and customer loyalty.

Register today to reserve your spot!

Publié dans : Technologie
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Webinar Evolving Monitoring & Customer Experience

  1. 1. confidential Evolving monitoring: Customer Experience & Business Outcomes March 14, 2017
  2. 2. confidential Evolving monitoring: Customer Experience & Business Outcomes Pieter Van Heck EMEA Solution Director
  3. 3. What is user satisfaction?
  4. 4. 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 confidential
  5. 5. Deliver on user satisfaction and SLA’s Nothing works!!!!! That is helpful Information…. confidential
  6. 6. We monitor everything. Is it good enough? Infrastructure Processes ApplicationNetwork Presentation - Device What if this was you? Is this enough?
  7. 7. We monitor everything. Is it good enough? Infrastructure Processes ApplicationNetwork Presentation - Device What 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
  8. 8. Apps of innovation Apps of engagement Apps of record Impact of end-user experience
  9. 9. confidential Availaibility Monitoring User Monitoring Business Monitoring Customer Behavior Evolution in Customer Experience Synthetic Real User
  10. 10. confidential Evolution in Customer Experience • No users • Reduce MTTD • Push for 99.9% availability • Proactive monitoring: • Will tell you that there is an issue... How fix? • Can cover key transactions and user journeys... Other pages, locations, devices? • Mostly as part of operations Synthetic
  11. 11. confidential
  12. 12. confidential
  13. 13. confidential Availability Monitoring User Monitoring Business Monitoring Customer Behavior Evolution in Customer Experience Synthetic Real User
  14. 14. confidential 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
  15. 15. Imagine there is a war(room)… and nobody has to go there!
  16. 16. 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
  17. 17. 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.
  18. 18. I am a developer that can help! How did you find this? Everyone else can do their regular work!
  19. 19. Focus on customers/employees Focus on Internal IT processes
  20. 20. confidential Availability Monitoring User Monitoring Business Monitoring Customer Behavior Evolution in Customer Experience Synthetic Real User
  21. 21. confidential 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
  22. 22. confidential Not only focused on the performance of my company but also the competition?
  23. 23. confidential How much time do people loose because of slow operations. How can I improve efficiency?
  24. 24. confidential 2 people submitted their response time Avg response is 3.25 seconds
  25. 25. Which visitors added something in the basket but didn’t check out. Why?
  26. 26. How is my insurance funnel performing? What is my revenue? Are people talking about us on social media?
  27. 27. confidential Availability Monitoring User Monitoring Business Monitoring Customer Behavior Evolution in Customer Experience Synthetic Real User
  28. 28. confidential 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
  29. 29. confidential Omnichannel
  30. 30. How are people going though the website?
  31. 31. Djeez where is that check-box?Djeez where is that check-box? F u s a e d U s e W h a a e p e o p e a u a y u n g n d n g ? Are people finding the checkbox?
  32. 32. 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?
  33. 33. What are people actually using/finding?
  34. 34. confidential Availaibility Monitoring User Monitoring Business Monitoring Customer Behavior Evolution in Customer Experience Synthetic Real User
  35. 35. confidential 2016 What happened in an INTERNET-MINUTE
  36. 36. Master the Digital Transformation Optimize Customer Experience Modernize Operations Accelerate Innovation
  37. 37. confidential Thank you! pieter.van.heck@dynatrace.com @PieterVHeck Free Trial: https://www.dynatrace.com/trial/
  38. 38. Connect with us! Participate in our Forum : community.dynatrace.com Like us on Facebook : facebook.com/dynatrace Follow us on LinkedIn : linkedin.com/company/dynatrace Follow us on Twitter : twitter.com/dynatrace Watch our Videos & Demos : youtube.com/dynatrace Read our Blog : https://www.dynatrace.com/blog/
  39. 39. www.dynatrace.com confidential

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