Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience
Transcript of Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience
![Page 1: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/1.jpg)
Sitecore’s Digital Survivor webinar seriesPresenter // Dave Anderson, DynatraceModerator // Laura Tumelty, Sitecore
#DigitalSurvivor
![Page 2: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/2.jpg)
• 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
![Page 3: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/3.jpg)
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
![Page 4: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/4.jpg)
More than 4,600 customers globally
#DigitalSurvivor
![Page 5: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/5.jpg)
How website performanceimpacts the customer experience
Dave AndersonVP Marketing for EMEA and APACDynatrace@Dynatrace
#DigitalSurvivor
![Page 6: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/6.jpg)
Intro:
Confidential, Dynatrace LLC
"I don't play the odds, I play the man."
![Page 7: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/7.jpg)
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!
![Page 8: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/8.jpg)
Confidential, Dynatrace LLC
bit.ly/apmchallenge
5000 milliseconds = 5 seconds
![Page 9: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/9.jpg)
Confidential, Dynatrace LLC
CX Part 1: Brand loyalty is deadBrand experiencehas never been more alive
![Page 10: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/10.jpg)
![Page 11: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/11.jpg)
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
![Page 12: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/12.jpg)
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
![Page 13: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/13.jpg)
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
![Page 14: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/14.jpg)
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
![Page 15: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/15.jpg)
@daveando | @dynatrace
![Page 16: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/16.jpg)
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
![Page 17: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/17.jpg)
![Page 18: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/18.jpg)
![Page 19: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/19.jpg)
Rise of the dragon
By 2018 ecommerce in China will have tripled the US ecommerce economy
![Page 20: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/20.jpg)
Bit.ly/dt-china-blog
![Page 21: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/21.jpg)
Confidential, Dynatrace LLC
Make it work or …
![Page 22: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/22.jpg)
![Page 23: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/23.jpg)
More and More Now Now
Now
![Page 24: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/24.jpg)
![Page 25: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/25.jpg)
Confidential, Dynatrace LLC
CX Part 2: Digital channels fail = business fails
![Page 26: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/26.jpg)
Confidential, Dynatrace LLC
![Page 27: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/27.jpg)
1) Why did they encourage us all to go online at once?
2) 1 million per hour was not enough
Confidential, Dynatrace LLC
![Page 28: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/28.jpg)
Confidential, Dynatrace LLC
vs
![Page 29: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/29.jpg)
Confidential, Dynatrace LLC
Portfolio’s
1 of 2
![Page 30: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/30.jpg)
![Page 31: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/31.jpg)
Confidential, Dynatrace LLC
![Page 32: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/32.jpg)
Confidential, Dynatrace LLC
Speed of Disruption
#PokemonGo made $16k every 15 mins. That’s $15.6 million a day.
@daveando | dynatrace
![Page 33: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/33.jpg)
Confidential, Dynatrace LLC
![Page 34: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/34.jpg)
Confidential, Dynatrace LLC
![Page 35: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/35.jpg)
Go Daddy
@daveando| @dynatrace
![Page 36: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/36.jpg)
Major car brand
@daveando| @dynatrace
![Page 37: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/37.jpg)
Confidential, Dynatrace LLC
![Page 38: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/38.jpg)
@daveando| @dynatrace
![Page 39: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/39.jpg)
Confidential, Dynatrace LLC
![Page 40: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/40.jpg)
![Page 41: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/41.jpg)
“Hi @daveando. We noticed you had issues booking. We’ve sent you an email, can we help you complete your booking?”
![Page 42: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/42.jpg)
![Page 43: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/43.jpg)
Confidential, Dynatrace LLC
CX Part 3: Speed matters
![Page 44: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/44.jpg)
Milliseconds make a difference
@daveando | dynatrace
![Page 45: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/45.jpg)
Confidential, Dynatrace LLC
SEO
@daveando| @dynatrace
![Page 46: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/46.jpg)
Confidential, Dynatrace LLC
blog.dynatrace.com | Search for SEO
@daveando| @dynatrace
![Page 47: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/47.jpg)
“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
![Page 48: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/48.jpg)
Benchmarks Slidehttp://bit.ly/DT-Benchmarks
![Page 50: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/50.jpg)
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
![Page 51: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/51.jpg)
Confidential, Dynatrace LLC@daveando| @dynatraceTest yourself: bit.ly/DT-test
![Page 52: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/52.jpg)
![Page 53: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/53.jpg)
![Page 54: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/54.jpg)
CX = Revenue
-100ms response time = +1% revenue
+100ms load time = -1% revenue
@daveando | dynatrace
Milliseconds make a difference
Test yourself: bit.ly/DT-test
![Page 55: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/55.jpg)
@daveando| @dynatrace
0.5 second increase in response times, reduced conversions by 11%
Nordstrom
![Page 56: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/56.jpg)
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
![Page 57: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/57.jpg)
Product Pages Conversion Rates
-60%
Visit
or C
ount
Time to Interact
http://bit.ly/dt-1
@daveando| @dynatrace
T-Mobile
![Page 58: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/58.jpg)
@daveando| @dynatrace
Amazon
![Page 59: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/59.jpg)
Monitor and continually improve performance – milliseconds matter
![Page 60: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/60.jpg)
Confidential, Dynatrace LLC
CX part 4: CX is a team sport …now what?
![Page 61: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/61.jpg)
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
![Page 62: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/62.jpg)
Teamsport
Kill bugsSpeed
MattersSimpl
e Solve a need Convenienc
e
Limit guess work
![Page 63: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/63.jpg)
Confidential, Dynatrace LLC@daveando| @dynatrace
![Page 64: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/64.jpg)
Confidential, Dynatrace LLC
bit.ly/dt-performancetest
![Page 65: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/65.jpg)
Make Developer Tools
your Friends
Confidential, Dynatrace LLC
![Page 66: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/66.jpg)
Confidential, Dynatrace LLC
![Page 67: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/67.jpg)
#Perform2015@daveando| @dynatrace
![Page 68: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/68.jpg)
Confidential, Dynatrace LLC
![Page 69: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/69.jpg)
Confidential, Dynatrace LLC
![Page 70: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/70.jpg)
Confidential, Dynatrace LLC
Monitor 3rd Party Performance
@daveando| @dynatrace
![Page 71: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/71.jpg)
Confidential, Dynatrace LLC
![Page 72: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/72.jpg)
Confidential, Dynatrace LLC@daveando| @dynatrace
![Page 74: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/74.jpg)
Discover how your organisation can own every customer experience.
Visit www.sitecore.net.
#DigitalSurvivor
Questions?
![Page 75: Sitecore Digital Survivor Series - How Web and App Performance impacts Customer Experience](https://reader035.fdocuments.net/reader035/viewer/2022070601/588735191a28abc0748b5bb5/html5/thumbnails/75.jpg)
Next…
King ContentContent
AmplificationThursday 18 August
Genevieve Clay-Smith
StorytellingThursday 25 August
CatchiConversion
OptimisationFriday 9 September
#DigitalSurvivor
www.sitecore.net/digitalsurvivor