Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience
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This is my deck from the recent Sitecore Digital Survivor Series on how site performance impacts customer experience. You can read a short summary and watch the webinar here: http://bit.ly/2bmXleq
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Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience
- 1. Sitecore’s Digital Survivor webinar series Presenter // Dave Anderson, Dynatrace Moderator // Laura Tumelty, Sitecore #DigitalSurvivor
- 2. • The webinar recording will be emailed to you within the next couple of days. • Submit your questions in the GoToWebinar chat box, and we'll attempt 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
- 3. What is Sitecore? Sitecore is a global leader in customer experience management software that delivers highly relevant content and personalised experiences across multiple channels that delight audiences, build loyalty and drive revenue. #DigitalSurvivor
- 4. More than 4,600 customers globally #DigitalSurvivor
- 5. How website performance impacts the customer experience Dave Anderson VP Marketing for EMEA and APAC Dynatrace @Dynatrace #DigitalSurvivor
- 6. Intro: Confidential, Dynatrace LLC "I don't play the odds, I play the man."
- 7. 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!
- 8. Confidential, Dynatrace LLC bit.ly/apmchallenge 5000 milliseconds = 5 seconds
- 9. CX Part 1: Brand loyalty is dead Brand experience has never been more alive Confidential, Dynatrace LLC
- 11. 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
- 12. 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 2.5xtimes longer in apps than we did 2 year ago bit.ly/dt-3
- 13. Software is eating the world Confidential, Dynatrace, LLC TRAVEL MEDIA TELCO AND COMMS RETAIL Performance is non-negotiable. People are spoilt for choice and thirsty for ‘new’ @daveando | dynatrace
- 14. 70% of the 2005 Fortune 1000 companies don'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
- 16. Digital mastery is wizardry Confidential, Dynatrace LLC 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 day 200,000 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
- 19. Rise of the dragon By 2018 ecommerce in China will have tripled the US ecommerce economy
- 21. Confidential, Dynatrace LLC Make it work or …
- 23. More and More Now Now Now
- 25. CX Part 2: Digital channels fail = business fails Confidential, Dynatrace LLC
- 27. 1) Why did they encourage us all to go online at once? 2) 1 million per hour was not enough Confidential, Dynatrace LLC
- 32. Speed of Disruption Confidential, Dynatrace LLC #PokemonGo made $16k every 15 mins. That’s $15.6 million a day. @daveando | dynatrace
- 36. Major car brand @daveando| @dynatrace
- 41. “Hi @daveando. We noticed you had issues booking. We’ve sent you an email, can we help you complete your booking?”
- 43. CX Part 3: Speed matters Confidential, Dynatrace LLC
- 44. Milliseconds make a difference @daveando | dynatrace
- 45. SEO Confidential, Dynatrace LLC @daveando| @dynatrace
- 46. Confidential, Dynatrace LLC blog.dynatrace.com | Search for SEO @daveando| @dynatrace
- 47. “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
- 50. Comparisons of the top 40 Confidential, Dynatrace LLC 2.2 seconds 13 Hosts 74 Objects 1.4 MB TOP 40 @daveando| @dynatrace http://bit.ly/DTbenchmarks16
- 51. Confidential, Dynatrace LLC @daveando| @dynatraceTest yourself: bit.ly/DT-test
- 54. CX = Revenue -100ms response time = +1% revenue +100ms load time = -1% revenue @daveando | dynatrace Milliseconds make a difference Test yourself: bit.ly/DT-test
- 55. @daveando| @dynatrace 0.5 second increase in response times, reduced conversions by 11% Nordstrom
- 56. 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
- 57. Product Pages Conversion Rates VisitorCount Time to Interact http://bit.ly/dt-1 @daveando| @dynatrace T-Mobile
- 59. Monitor and continually improve performance – milliseconds matter
- 60. CX part 4: CX is a team sport …now what? Confidential, Dynatrace LLC
- 61. Digital mastery is wizardry Confidential, Dynatrace LLC 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 day 200,000 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
- 63. Confidential, Dynatrace LLC @daveando| @dynatrace
- 65. Make Developer Tools your Friends Confidential, Dynatrace LLC
- 70. Monitor 3rd Party Performance Confidential, Dynatrace LLC @daveando| @dynatrace
- 72. Confidential, Dynatrace LLC @daveando| @dynatrace
- 73. What can we do to help you? dave.anderson@dynatrace.com @daveando
- 74. Discover how your organisation can own every customer experience. Visit www.sitecore.net. #DigitalSurvivor Questions?
- 75. Next… King Content Content Amplification Thursday 18 August Genevieve Clay-Smith Storytelling Thursday 25 August Catchi Conversion Optimisation Friday 9 September #DigitalSurvivor www.sitecore.net/digitalsurvivor