sitecore digital survivor series - how web and app performance impacts customer experience
TRANSCRIPT
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
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vs
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Portfolio’s
1 of 2
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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
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
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www.sitecore.net/digitalsurvivor