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Webinar: Turning Digital Performance Into Competitive Advantage

August 25, 2016

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Welcome

YOU’LL LEARN:

• Discover the key concepts behind Digital Performance Management (DPM)• Learn why DPM is crucial for the success of your business in today’s hyper-connected world• Identify the benefits you’ll see by adopting a digital performance for your business• Discover DPM-related best practices that you can leverage to boost your company’s revenue

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Introduction

Jason BloombergPresident of Intellyx, Forbes Contributor

Erick LeonPerformance Engineering Team Lead

Trey KristlerDirector, eCommerce IT, Lowe’s

Scott D. LowePartner, ActualTech Media

Jason onDigital Performance Management (DPM)

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Time is Money

CASE STUDY: Every 1 second of load time improvement equals a 2% conversion rate increase

CASE STUDY: Obama fundraising platform improved speed by 60% and

raised an additional $34 million

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Customer preferences and behavior drive enterprise technology decisions

What is Digital?

What is Digital Performance?

Digital Performance Management Defined

The end-to-end behavior of customer-facing systems must meet customer demands for speed and functionality

What is Digital Performance Management?

Holistic, continuous management of IT performance, customer experience, and business outcomes

Copyright © Intellyx LLC

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“The APM story used to be about traditional enterprise applications.Today, the APM story is all about user experience.” – Jason Bloomberg, “The Rebirth of Application Performance Management,” Forbes

New Approach - Digital Performance Management

Business Transaction Monitoring

Web & Mobile Testing

Application Performanc

e Manageme

ntUser Experience

Copyright © Intellyx LLC

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Across all touchpoints, over time, before and after purchase transaction

Customer Journeys

The Customer Perspective

Copyright © Intellyx LLC

All interactions with a brand: web, mobile, call center, in person, email, advertising, etc.

Customer Experience

All interactions (on and offline) work properly, blazingly fast, in a coherently customer-centric manner, during the entire customer journey

Customer Delight

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Computers – Smartphones – Tablets – Internet of Things – and beyond

The Explosion of Customer Touchpoints

Copyright © Intellyx LLC

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The DPM Landscape (download at AgileDigitalTransformation.com)

Copyright © Intellyx LLC

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The Steering Wheel for the Enterprise

Copyright © Intellyx LLC

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The Core Metrics of DPM

• Business Metricso Conversion rates, cart abandonment rates, & average order

value for ecommerce-centric digital organizations

• Customer Experience Metricso Pages per visit, visit paths, clickthrough rates, & other

metrics that indicate successful customer interactions

• IT Metricso Site availability, page load times, third party SLA

compliance, & other technical metrics that show

performance of the technology underlying the digital effort

Copyright © Intellyx LLC

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Continuous, Real-Time Visibility & Control

End-to-end visibility, contextual intelligence, and the ability to achieve peak performance by measuring, optimizing and testing – in production, in

real-time, and at scale.

Trey on Lowe’s DPM Best Practice

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Lowe’s At-A-Glance

• #47 of Fortune 500, headquartered in Mooresville, NC.

• 2015 company sales totaled $59.1 billion

• More than 2,355 stores in the US, Canada and Mexico

• Serving more than 17 million customers each week

• eCommerce a top priority

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Lowe’s Digital Performance Center of Excellence

• Deliver excellent omnichannel customer experienceo Real user monitoring (RUM) by location, device, campaign, conversion …

• Leverage actionable analytics to increase revenue & agilityo Real time forensic analytics on 1st and 3rd party resources

o Predictive analytics for forecasting & hypothesis testing

• Achieve higher quality via RUM-based testing & QA o Testing pre- and in-production using real user patterns

o Mitigate risks and MTTR

• Single Source of Truth o Advanced real-time visualizations

o Correlated insights across Business & DevOps

o A War Room that works for everyone!

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Today’s Challenge…..

“Our data changes every day. That makes data science the key.”- Stephen Carvelli, VP IT Digital, Lowe’s

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Lowe’s Approach to DPM

• Metricso User engagement & performance data

• People o Align IT with business objectives

• Processo Continuous testing and measuremento Performance is a requirement

• Technologyo Leverage end-to-end DPM platformo Automate where possible (Jenkins, mobile)

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Benefits Gained & Expected

• Availabilityo High availability driven by executing the right tests at the right level.

o Understanding the coloration between availability/response time and sales

• Real-time resultso Know how your site is performing and what’s important to your customers

• Data Driven Decisionso Smarter decisions, targeted testing, customer focused

• Performance Cultureo Performance cannot start in the last mile of your project

o Better planning, strong focus, and reduced costs.

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That ONE Thing!

• Performance Cultureo Performance cannot be an

afterthought

o Testing is expensive, test the right

thing the first time

o Actual customer interactions should drive your decisions

o Know your users and their behavior

o Every day is Black Friday

o Visibility into marketing promotions & campaigns

Erick on Office Depot’s

DPM Best Practice

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Office Depot At-A-Glance

• #194 in Fortune 500, headquartered in Boca Raton, FL

• Approximately $14 billion in annual sales

• Operates 1,800 retail stores in 59 countries

• Award winning e-commerce sites

• Employs 49,000 associates

• Also operates OfficeMax, Grand & Toy and Viking brands

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Office Depot’s Digital Transformation

• From back-room QA lab to DPMo Evolving from testing to performance management

o Involved in every release

• User experience based testingo RUM-based testing, pre- and in-production

o Optimizing marketing campaigns & landing pages to

increase web and mobile conversion

• Real-time campaign & ad performance tracking o Leveraging data science to track campaign progress in real time

based on real user data

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Today’s Challenge…..

“We have a ton of data. We don’t know what’s it’s telling us.” - Carl Brisco, SVP e-Commerce, Office Depot

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Real-Time Campaign Tracking

• Shows campaign performance within 24-hour period • Compared against historic performance bands• Auto alert if below target to trigger additional marketing offers

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How Office Depot Leveraged DPM

• Metricso Measurement of entire User Experience Journey

• People o Alignment of e-Commerce, Marketing & IT Operations

• Processo Understand the entire lifecycle impact to UX & revenue

• Technologyo Real user monitoring (RUM)

o Continuous testing

o Data-driven performance optimization

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Benefits Gained & Expected

• Better understanding of how performance impacts revenueo Especially when analyzing web performance components

• Better understanding of customer journeyo Marrying web performance with revenue outcomes

• Using live UX data for actionable insightso Third party impacts

o Landing page performance, etc.

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That ONE Thing!

• Correlate Web performance with revenueo Align with business

o Focus on revenue

o Get real-time insights

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Q&A

Name, Date

Questions?

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Free downloadhttp://soasta.io/DPMwhitepaper

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More Resources

• Read “The Performance Beacon” Blogo https://www.soasta.com/blog/

o Register for webinars future and pasto Webinar Central: https://www.soasta.com/webinars/

o The Business Value of Web Performance (view)

o Preparing Your Site for Holidays and Major Events (view)

• Want a free 1:1 Website Performance Assessment? o Contact SOASTA: https://www.soasta.com/services/contact-us/

o Give us a call: 866.344.8766

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