Digital Experience Management—The Key to Delivering Exceptional Digital Experiences

Digital Experience Management

The key to delivering exceptional digital experiences

September 2017

© 2017 Riverbed Technology. All rights reserved. 2

FACT…

End users expect applications and

digital services to be

fast, reliable, and always-on,

no matter what device they are on

or where they are located.


Managing users’ digital experience

has become one of the most critical

business objectives for most

enterprises.

…AND…


…BUT?

Do you have the proper tools to provide a seamless

and solid end-user experience?

Do you have insights into everything (infrastructure,

networks, applications)?

Can you manage and optimize IT systems and

processes quickly and easily?

And is the digital experience of your end

users improving?


Agenda

1

2

3

4

5

What is Digital Experience Management (DEM)?

Why is DEM important?

What roadblocks exist?

How is Riverbed’s unified DEM solution different?

What are the next steps?


What is Digital Experience Management (DEM)?


Digital Business – people, businesses, and things (machines) digitally

communicating, transacting, and negotiating with each other.

Digital Transformation – the application of digital technologies to

fundamentally impact all aspects of a business.

Digital Experience – the human experience when interacting with digital

apps and services.

Terms & Definitions

Digital Experience Management – the analysis and optimization of

application service delivery to end users/consumers in support of business

outcomes, service performance, and application design.1

1EMA: User, Customer, and Digital Experience: Where Service and Business Performance Come Together, Dennis Drogseth, Julie Craig, Feb 2017


“Digital Experience Management

(DEM) has grown from its roots in

network monitoring and application

performance management (APM) to

become a critical component of IT

service delivery and IT-to-business

alignment.”

Enterprise Management Associates (EMA)July 2017


Why is DEM Important?


Digital channels and services increasingly central to business growth and profitability

Digital Transformation

Percentage of enterprises

creating advanced digital

transformation initiatives will

more than double by 20202

Two-thirds of enterprises

are investing into digital

business today1

Digital Capabilities and IT

were the top two CEO

investments in 20161

1Gartner's 2016 CIO survey2IDC prediction – http://www.forbes.com/sites/gilpress/2015/12/06/6-predictions-about-the-future-of-digital-transformation/#3464594225b4

http://www.forbes.com/sites/gilpress/2015/12/06/6-predictions-about-the-future-of-digital-transformation/#3464594225b4


89%$1.13 Trillion

30 Billion 80%+ 58%

Important Digital Transformation Facts

By 2020, at least 30 billion end-user devices will be connected to the Internet.1

CEOs expect their digital revenue to increase by more than 80% by 2020.2

Digital will drive 58% of all retail sales by 2020.3

The US B2B Digital Commerce market will be $1.13 trillion by 2020.4

89% of businesses expect to compete mainly on customer experience.5

- Gartner - Gartner- Forrester - Forrester - Forrester

1 https://www.forbes.com/sites/gartnergroup/2014/05/07/digital-business-is-everyones-business/#5d10c7077f822 https://www.forrester.com/report/The+State+Of+Digital+Business+2015+To+2020/-/E-RES119838

3 Ibid.4 Ibid.

5 http://blogs.gartner.com/jake-sorofman/gartner-surveys-confirm-customer-experience-new-battlefield/

https://www.forbes.com/sites/gartnergroup/2014/05/07/digital-business-is-everyones-business/#5d10c7077f82

https://www.forrester.com/report/The+State+Of+Digital+Business+2015+To+2020/-/E-RES119838


Every millisecond is critical

Business impact of poor digital experience

1 secof eCommerce site page slowdown

can cost up to

$1.6Bin annual sales1

A typical broker loses

$4Min revenues per

millisecwhen their trading platform is 5 millisecs

behind their competitor2

1https://www.fastcompany.com/1825005/how-one-second-could-cost-amazon-16-billion-sales2http://www.forbes.com/sites/advisor/2014/04/16/the-brokerage-world-is-changing-who-will-survive/#4207c2526eb9


What roadblocks exist?


71% 63%

Top Digital Transformation Challenges Facing Execs

Don’t understand the behavior or impact of new connected customers1

Lack data or ROI to justify value of digital transformations2

Are challenged by changing their company culture to be more agile3

69%

1 http://www.altimetergroup.com/pdf/reports/The-2016-State-of-Digital-Transformation-Altimeter.pdf2 Ibid.3 Ibid.

(Up from 53% in 2014)4 (Up from 34% in 2014)5 (No change from 2014)6

4 https://www.prophet.com/thinking/2014/07/the-2014-state-of-digital-transformation/5 Ibid.6 Ibid.


Digital Experience Roadblocks

Problematic application

lifecycle

Ineffective DEM tools

and instrumentation

Complex application

delivery architectures


Problematic Application Lifecycle

Roadblock #1

Improve

Understand

Resolve

Difficulty understanding current

performance levels for end users,

applications, network &

infrastructure.

Challenge to determine underlying

root cause of performance issues

that impact performance.

Unable to determine areas that

require new development or

application acceleration.


Current DEM tools are least effective in:

– Root cause analysis

– Capturing usage

– Communicating business impact

– Understanding performance impact

Ineffective Tools & Instrumentation

Roadblock #2

Source: EMA: User, Customer, and Digital Experience: Where Service and

Business Performance Come Together, Dennis Drogseth, Julie Craig, Feb 2017


An application is a complex chain of interaction with many parts

Complex Application Delivery Architectures

Roadblock #3

databases

locations

services

architectures

cloud

on-prem

networks

devices

servers


End User

Devices

WAN LAN

Web-Servers App-ServersDatabases

!

OS failure

!

Device error

!

Congestion

!

Configuration

errors

!

Broken link

!

Code error

Many potential

causes of poor

digital experience

! Memory Leak


Using Multiple, Disjointed Tools is Ineffective

App-ServersWAN LAN

End User

Devices LAN

Network OK

Infra OK

Network OK

Infra OK

App OK

Web-servers OKApp is un-

responsive

My PC

is very

slow

Web-

pages not

loading!Network

is running

slow

Users are

complaining

…but IT does not know

what is causing the issue!


How is Riverbed’s Unified DEM Solution Different?


SteelCentral: Command Center for Digital Experience

Infrastructure Applications NetworksEU Devices

Integrated Digital Experience Management

App Dev/

OwnerIT Ops/

NetOps

Cloud

Architects

End User

Services

Business &

IT Execs

End-Users & Applications Networks & Infrastructure


Unified = Win!

Effective DEM

Solution

End-to-End monitoring

Proactive performance

insights

Share analytics

Actionable results

Capture all type of data

Deep insights

Measurement

Proactive problem detection

Controlled feedback

loops


SteelCentral Differentiators

Breadth &

Depth of Data

Business

Relevant Insight

Business insight,

not just data.

Integrated

Insight

The most comprehensive

and granular data set.

Fully integrated & custom

insights for each

stakeholder.

Acceleration &

Optimization

Identify areas for

performance improvement.


What are the next steps?


Do your due diligence

Talk to your peers

Compare vendors

Read analyst reports

Review some case studies

Watch webinars

Attend conferences

Get some hands-on experience

ASK LOTS OF QUESTIONS!!!

A checklist of next steps


EMA DEM Whitepaper

Riverbed DEM Whitepaper

DEM Free Trials DEM Solutions

to Learn More about Digital Experience Management

https://www.riverbed.com/forms/ema-white-paper-best-practices-for-successful-digital-experience-management.html?utm_source=slideshare&utm_medium=social&utm_campaign=steelcentral-dem

https://www.riverbed.com/forms/ema-white-paper-best-practices-for-successful-digital-experience-management.html?utm_source=slideshare&utm_medium=social&utm_campaign=steelcentral-dem

https://www.riverbed.com/document/fpo/Solutions/five-star-experiences-require-unified-digital-experience-management-white-paper.pdf?utm_source=slideshare&utm_medium=social&utm_campaign=steelcentral-dem

https://www.riverbed.com/document/fpo/Solutions/five-star-experiences-require-unified-digital-experience-management-white-paper.pdf?utm_source=slideshare&utm_medium=social&utm_campaign=steelcentral-dem

https://www.riverbed.com/solutions/digital-experience-management.html?utm_source=slideshare&utm_medium=social&utm_campaign=steelcentral-dem

https://www.riverbed.com/solutions/digital-experience-management.html?utm_source=slideshare&utm_medium=social&utm_campaign=steelcentral-dem

https://www.riverbed.com/forms/trial-downloads/aternity-instant-access.html?utm_source=slideshare&utm_medium=social&utm_campaign=steelcentral-dem

https://www.riverbed.com/forms/trial-downloads/aternity-instant-access.html?utm_source=slideshare&utm_medium=social&utm_campaign=steelcentral-dem

https://www.riverbed.com/appinternals/?eform=tryforfree&utm_source=slideshare&utm_medium=social&utm_campaign=steelcentral-dem

https://www.riverbed.com/appinternals/?eform=tryforfree&utm_source=slideshare&utm_medium=social&utm_campaign=steelcentral-dem

Thank You
