pre-con ed: discover the new ca app experience analytics 16.3 - the omnichannel experience

World®’16

Pre-ConEducation:DiscovertheNewCAAppExperienceAnalytics– TheOmnichannelExperience

HarishLakshminarasimhan– Sr.EngineeringServicesArchitect– CATechnologies

DO4X53E

DEVOPS– AGILEOPERATIONS

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Abstract

CAAppExperienceAnalyticsisthelatestadditiontotheCAApplicationPerformanceManagementportfolio. Jointhissessionforanoverviewofhowend-usermonitoringworksandlearnhowadvancedanalyticscanuniquelycorrelatelog,performanceanduserexperienceatadevicelevelwithfulldrill-downintothecloudappssupportingthatinteraction.Pre-registrationstronglyencouragedasspaceislimited;pre-registeredattendeeswillbeadmittedfirst.

HarishLakshminarasimhan

CATechnologies,Sr.EngineeringServicesArchitect

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Agenda

INTRODUCTIONTOTHEAPPECONOMY– TRANSFORMINGCUSTOMEREXPERIENCES

THEOMNICHANNEL EXPERIENCE

SUMMARY– Q&A

DESIGN– WITHTHECUSTOMERINMIND

CAAPPEXPERIENCEANALYTICS– KEYCAPABILITIES

WHYCAAPPEXPERIENCEANALYTICS?

1

2

3

4

5

6

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TheAppEconomy– TransformingCustomerExperiences

…meansMOREusers,apps,devicesandpartnersEVERYday

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“MobileFirst”Questions

Who isusingourapps?

Where andWhen areappsused?

What aremyusersdoingwithourapps?

What istheiruserexperience?

CanIHELP usersgetmorevalue?

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CustomerExperienceIsEverything

1“Forrester:BusinessTechnographics GlobalPriorities&JourneySurvey”,2015

DRIVEREVENUE,REMAINCOMPETITIVE

69%improvecustomerexperienceastoppriority 1 1

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SuccessDependsonOrganizationalAlignmentFrom“2016IDCFutureScape CIOAgendaPrediction4”BillKeyworth,JeffRivkin,November2015iDC#US40550115

INFRASTRUCTUREDESIGN

OperationalPerformance DigitalPerformance BuyerJourney

APPLICATIONS/CODE70%failSiloed digitaltransformationinitiativeswillultimatelyfailduetoinsufficientcollaboration...1

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Omnichannel Experience– FollowtheUser’sJourney

Applicationcrashesaregroupedtogethertoquicklyidentifywidespreadissues

Drilldowntoindividualcrashincidentstolookintothesessioneventsthatledtothecrash

DownloadthecrashreportforadditionaldebuggingorletCAAppExperienceAnalyticssymbolicate thecrashreportautomatically

Lineofcodetheappcrashedcanbedetected

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Omnichannel Experience– FollowtheUser’sJourneyAllbusinesstransactionsaregroupedtogethertoprovidesummaryleveldataofhoweachtransactionisbehaving,withtheabilitytodrilldown

Drilldownlistsallflaggedsessionsrelatedtothebusinesstransactionselected

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OmnichannelExperience– FollowtheUser’sJourney

WiFi Droperrordetectedduring–AppleiOSerrorcode-1005

Alleventslistedinchronologicalorderandcanbefiltered

Filteredsearchonevents

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Focusonwhatmatters– understandbusinesstransactionsfrom thecustomerperspective

WAN/WWW

Web Server

Portal

LDAP/AD DataGrid

Mainframe

WebServices

DataWarehouse

3rd PartyApplications

DatabaseDevices

Apps

CloudApps

SystemsofRecord

MobileAppperformance,

behavior,crashes

End-to-endinfrastructure,performancemanagement,ApplicationNetworkFlowhealth – MobiletoMainframe

Slowresponsetimes,Applicationerrors

Deeptransactiontrace/visibility

Router

Firewall

Switch

LoadBalancer

CAApplicationDeliveryAnalysis,CAAPM

CAAPM

CAAppExperienceAnalytics

CLOUD NETWORK FRONTEND BACKENDCUSTOMER

Web/AppServers

CAAPM

ESB

synthetic appchecks

End-to-EndVisibilityAcrossTechnologyStack

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AligningtotheCustomerExperienceRequiresAnalyticsUSERBEHAVIOR&EXPERIENCEOutside-InView

OPERATIONALPERFORMANCEInside-OutView

CAAppExperienceAnalytics

Optimizecustomerjourney

Improvedigitalperformance

Designfortheexperience

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OptimizeCustomerJourneyMeasureandUnderstandCustomerExperience

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ImproveDigitalPerformanceandAvailabilityInsightsintoOperationsandPerformance

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DesignWithTheCustomerInMindInsightsintoApplicationFlows,HeatMapsandCrashes

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DesignwiththeCustomerinMindInsightsintotheBuyer’sJourneyandUserExperience

2657.7% Completedfirstinteraction

115

Userswhostartedtheapp Droppedsession

Usersfinishedtheflow

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GreaterInsightstoDigitalExperienceDataStudio&Blueprints

AppExperienceAnalytics

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CAAppExperienceAnalyticsKeyCapabilities

MobileAnalytics

UserExperienceAnalyticsacrossweb,mobile,wearables

PerformanceAnalytics

DataStudio&Blueprints

Flexibledynamicdashboards

§ Crashanalytics§ Usersessionplayback§ Appflows§ Heatmaps

SaaS&onpremise

end-to-endencryption,

flexibleofferings

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WhyCAAppExperienceAnalytics?

ForresterResearch,theTotalEconomicImpactofAPM,April2015

USERBEHAVIOR&EXPERIENCEOutside-InView

OPERATIONALPERFORMANCEInside-OutView

CAAppExperienceAnalytics

ImprovedUserExperiences

40%Fasterresolutiontimes

CollaborationDrivesIncreasedProductivity

15%Fasterdevelopmentcycles

Upto

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ValuePropositionOptimizeYourDigitalTransformationsOneUserExperienceataTime

Forapplicationownersresponsiblefordigitaltransformations,whoneedtodeliverafive-starcustomerexperienceacrossweb,mobileandwearables,CAAppExperienceAnalyticsprovidesproactivereal-timeinsightsintorealuserbehavior,buyertrends,loganalyticsandomnichannel performance

Builtonanopen,flexibleSaaSanalyticsfoundationthatuniquelycombinesuserbehaviorwithoperationalperformance,CAAppExperienceAnalyticsprovidesintuitivereportsforadeeperunderstandingintoyourcustomers’overalldigitalexperience;byoptimizingyouruser’sjourney, you’ll bebetterequippedtobothretainandattractnewcustomersresultingina15%2 increaseofrevenue,improveuserexperiencewith40% 2 fasterresolutiontimes,anddeliverinnovationsquicklybyincreasingdevelopmentproductivityby15% 1

Sources:1ForresterResearch,TheTotalEconomicImpactofApplicationperformanceManagement(APM)FromCATechnologies,April20152CAROIbusinessvalueestimates

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TryCAAppExperienceAnalyticsToday!

www.ca.com/trials/appexperienceanalytics

SEEWHATANALYTICSCANDOFORYOU!

Free30-dayhostedtrial

Quicklygetstarted

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CustomerExperiencesUsingCAAXAandCAAPM,ourcustomershavebeenenabledtoprioritizefocusoncriticalimpactingcrashesoverotherissuestosupportanoptimaluserexperienceandhighproductivity

End-to-EndVisibilityCAAXAandCAAPMwillhelpprovideend-to-endapparchitecturevisibility/insighttoappdevelopment,operations,businessappownersandnetworkoperationsfolks

EnhancedDataAnalyticsLeveragedifferentialandpredictiveanalyticstosupportproactivemonitoringandalertinginprod/non-prodbeforeanactualcrashordecreasedperformanceaswellashelpwithimprovingtestingscenarios

SummaryAFewWordstoReview

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