Best of the Web 2015 Awards
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User experience on the web, driven by performance and availability, impacts your company’s revenue, customer retention, and reputation. How do you stack up against the most important people, your competitors? More importantly, what can you do about it? Find out at the 6th annual Best of the Web Awards, where Dynatrace will once again recognize, across five U.S. industries, those who have earned top honors for their mobile and web performance excellence throughout 2014, exceeding user’s expectations and providing exceptional online experiences. Learn from David Jones, Field Technical Support Director at Dynatrace: Who the winners of the 6th annual Best of the Web Awards are for retail, banking, brokerage, insurance, and travel Best practices to deliver top user experience and performance Recommended performance strategies for 2015 How you can benchmark your sites against leaders and competitors Join us for this webinar and find out what the standards are to deliver a phenomenal user experience across several industries, and how you can be at the top for next year!
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Best of the Web 2015 Awards
- 1. 1 COMPANY CONFIDENTIAL – DO NOT DISTRIBUTE #APMLive Featured Speaker: David Jones, Director of Web & Mobile Performance, Dynatrace
- 2. 2 COMPANY CONFIDENTIAL – DO NOT DISTRIBUTE #APMLive • It’s All About Digital • Guest Speaker: Byron Ackerman • What is Best of the Web and 2014 Benchmark Changes • 2015 Winners! • Q&A Today’s Agenda
- 3. 3 COMPANY CONFIDENTIAL – DO NOT DISTRIBUTE #APMLive Digital is Changing The Game Of Business Believe that digital will disrupt their business in the next 12 months 93% of CxOs smartphone users check their phone within 15 min of waking up 4 out of 5 of users frustrated by delivered mobile app performance 52%
- 4. 4 COMPANY CONFIDENTIAL – DO NOT DISTRIBUTE #APMLive Successful digital businesses master 3 disciplines Understand the behavior of their digital users and deliver outstanding experiences Complete visibility across the delivery chain Continuously deliver new digital capabilities CUSTOMER EXPERIENCE APPLICATION PERFORMANCE CONTINUOUS DELIVERY Drives Higher Conversions Simplifies Operations Speeds-up Innovation
- 5. 5 COMPANY CONFIDENTIAL – DO NOT DISTRIBUTE #APMLive What’s New and Different? Traditional-business Digital-business User Experience Measures how app components perform Measures how app is perceived by users Delivery Chain Finds problems once they impact users Solves problems before they impact users Delivery Cycle Speed conflicts with quality of releases Delivers quality app with speed
- 6. 6 COMPANY CONFIDENTIAL – DO NOT DISTRIBUTE #APMLive Operations Application Performance Monitoring 2000-2010 Application Components Monitoring • Focus on Health and availability • Data sampling • Data Center centric
- 7. 7 COMPANY CONFIDENTIAL – DO NOT DISTRIBUTE #APMLive Application Performance Management 2010-2015 Development Operations 20x faster problem resolution 10x release acceleration Unified User & App Insights Application Monitoring at code level depth • Rapid troubleshooting • High-fidelity data at scale • End-user performance centric
- 8. 8 COMPANY CONFIDENTIAL – DO NOT DISTRIBUTE #APMLive Digital Business Owner Development Operations Digital Performance Management 2015+ Unified User & App Insights Keep up with the pace of change Uncover new business insights Identify and prevent problems Unified Visibility from code to conversion • Anticipate and prevent Issues • Correlate Business & Performance metrics • Customer behaviors centric
- 9. 9 COMPANY CONFIDENTIAL – DO NOT DISTRIBUTE #APMLive Featured Guest Speaker: Byron Ackerman, Senior Vice President Wells Fargo Digital Channels
- 10. 10 COMPANY CONFIDENTIAL – DO NOT DISTRIBUTE #APMLive • “It’s a huge honor for Wells Fargo to be awarded the Dynatrace 2015 Silver Award for Best of the Web. We provide online and mobile banking products to help customers succeed financially, and enable people and businesses to manage their money virtually anytime, anywhere. Customers value choice in how they can interact with us, whether that be through our physical stores, by phone, or through our digital channels like mobile apps and text banking. We need to be where our customers are to deliver on our promise to help them succeed financially.” - Byron Ackerman, Senior Vice President, Digital Channels • Wells Fargo Online has been a multi-year winner of the Best of the Web Awards. Thank You
- 11. 11 COMPANY CONFIDENTIAL – DO NOT DISTRIBUTE #APMLive • A diversified financial services company providing banking, insurance, investments, mortgage, and consumer and commercial finance across North America and internationally. • One in three households in America does business with Wells Fargo. Wells Fargo at a Glance
- 12. 12 COMPANY CONFIDENTIAL – DO NOT DISTRIBUTE #APMLive Digital Channels 14.3 million Mobile Banking Customers 90-Day Active Customers 24.8 million Online Banking Customers 90-Day Active Customers 922.5 million payments & transfers YTD December 2014 4.1 billionMobile and Online Banking Logins YTD December 2014 1.56 billion Alerts YTD December 2014 3.36 million Core Products sold $201 million in proxy profit YTD December 2014 Managing the “online store” January 2014 through Dec 2014
- 13. 13 COMPANY CONFIDENTIAL – DO NOT DISTRIBUTE #APMLive My phone is my bank.
- 14. 14 COMPANY CONFIDENTIAL – DO NOT DISTRIBUTE #APMLive Wells Fargo Online & Mobile Banking Logins – Projected Trend 68% 32% 0% 10% 20% 30% 40% 50% 60% 70% 80% PercentageofLogins Online and Mobile Customer Sessions by Percent Projected Trend November 2012 to August 2015 WIB Percent Mobile Percent
- 15. 15 COMPANY CONFIDENTIAL – DO NOT DISTRIBUTE #APMLive • Wells Fargo focuses on helping our customers succeed which translates to Availability, Consistent Dependability, Resiliency and Response Time • Mobile is the fastest growing channel in company history – twice as fast as the online channel – and we now have more than 14 million mobile banking customers in addition to our 24 million online customers. Customer volume is up 20 to 40% YOY Why does performance matter?
- 16. 16 COMPANY CONFIDENTIAL – DO NOT DISTRIBUTE #APMLive • The Wells Fargo Digital technology teams work hard to provide the next generation of applications to provide a common experience regardless of the customer device. To create the optimal customer experience, we are building a new generation of applications that can adapt the customer experience to the device and location that the customer chooses to use. • The main challenge is developing rapid time to market based upon our customers’ needs. The standard for innovation in mobile is being set outside financial services, and this is fueling customers’ growing expectations. How do we approach Digital performance?
- 17. 17 COMPANY CONFIDENTIAL – DO NOT DISTRIBUTE #APMLive What’s the Best of the Web?
- 18. 18 COMPANY CONFIDENTIAL – DO NOT DISTRIBUTE #APMLive What’s the Best of the Web? • Annual study - measures performance of digital experience • Recognizes digital performance leaders • Analysis of digital performance best practices used by industry leaders
- 19. 19 COMPANY CONFIDENTIAL – DO NOT DISTRIBUTE #APMLive • Key Delivery Indicators (KDI)s • # Objects (Design) • # Connections (Complexity) • # Bytes (Content) • # Hosts (Third Parties) • First Byte Time (Server Response) What Do We Look For?
- 20. 20 COMPANY CONFIDENTIAL – DO NOT DISTRIBUTE #APMLive Mobile Home Page Rank Last Mile Home Page Rank Transaction Rank Web Home Page Rank Overall Rank Response Time Success Rate Consistency
- 21. 21 COMPANY CONFIDENTIAL – DO NOT DISTRIBUTE #APMLive 2014 Benchmark Changes Methodology – new ‘Overall Ranking’ • Highlights importance of mobile • Rank participants based on entire Digital Experience • Reflect today’s user experience
- 22. 22 COMPANY CONFIDENTIAL – DO NOT DISTRIBUTE #APMLive 2015 Winners!
- 23. 23 COMPANY CONFIDENTIAL – DO NOT DISTRIBUTE #APMLive 2015 Best of the Web Winners: Retail
- 24. 24 COMPANY CONFIDENTIAL – DO NOT DISTRIBUTE #APMLive 2015 Best of the Web Winners: Insurance
- 25. 25 COMPANY CONFIDENTIAL – DO NOT DISTRIBUTE #APMLive 2015 Best of the Web Winners: Brokerage
- 26. 26 COMPANY CONFIDENTIAL – DO NOT DISTRIBUTE #APMLive 2015 Best of the Web Winners: Retail Banking
- 27. 27 COMPANY CONFIDENTIAL – DO NOT DISTRIBUTE #APMLive 2015 Best of the Web: Travel – Hotels & Resorts
- 28. 28 COMPANY CONFIDENTIAL – DO NOT DISTRIBUTE #APMLive 2015 Best of the Web Winners: Travel - Airlines
- 29. 29 COMPANY CONFIDENTIAL – DO NOT DISTRIBUTE #APMLive Unified User & App Insights Improve MTTR & MTBF Optimize Spend Deliver on user sat & SLAs Improve release quality Gain Strategic Insights Minimize complaints Reduce unplanned work Release capabilities faster Keep up with the pace of change Uncover new business insights Digital Business Owner Development Operations Keys to Success: The Digital Performance Platform Identify and prevent problems Increase Conversions & Revenue Makes real-time information about digital services, and their users, visible and actionable by everyone in an organization
- 30. 30 COMPANY CONFIDENTIAL – DO NOT DISTRIBUTE #APMLive Questions?
- 31. 31 COMPANY CONFIDENTIAL – DO NOT DISTRIBUTE #APMLive Participate in our Forum :: community.dynatrace.com Like us on Facebook :: facebook.com/dynatrace Follow us on LinkedIn :: linkedin.com/company/dynatrace Connect with us! Follow us on Twitter :: twitter.com/dynatrace Watch our Videos & Demos :: youtube.com/dynatrace Read our Blog :: application-performance-blog.com
- 32. 32 COMPANY CONFIDENTIAL – DO NOT DISTRIBUTE #APMLive
Editor's Notes
- Digital Has Changed The Game Of Business. it has become clear to us that we are going through a major transformation due to the explosion of digital. What you may or may not know is the extend to which our behaviors as consumers or users, is raising the bar for what the new norm is. We are past the “google effect”. Your customers, your competitors, and your suppliers are all digital now. You can't address this change with a bolt-on strategy where the applications that make up those digital experiences are managed in silos, without an understanding of the user perspective. You need a comprehensive strategy that embraces both digital markets and digital operations. 93% of CxOs believe digital will disrupt their business in the next 12 months (Source: Forrester “state of the digital business 2014”) OTHER FACTS THAT YOU CAN USE BASED ON CONTEXT Customers are omnichannel 75% will use some digital in their shopping (source, Dec 2014) 60% will buy on-line items seen in-store (source, Dec 2014) 58% use smartphone while shopping in stores (source, Dec 2014) 26% use mobile to make a purchase while in store (ie showrooming) (source, Dec 2014) shoppers are using an average of 2.6 devices across 1.5 channels on their journey to purchase (source, Oct 2014) 90% use multiple devices for their digital journeys (source, Aug 2012) The mobile explosion 70% mobile traffic from mobile for Walmart.com on 2014 CyberMonday (source) 52% overall mobile traffic for 2014 thanksgiving (source) 27.9% sales = mobile, up 28% YoY (source) +51% mobile shoppers on 2014 BlackFriday according to Paypal (source) 60% digital media time spent on mobile in 2014 (source, 2012) 84B$ in 2014 for top500 retailers without eBay, up 80% YoY, that's 4x eCommerce growth (source) 34B$ projected for eBay in 2014, 70% YoY growth (source) 60% time spent and 21% purchase on mobile in 2014 (source) 61% US millennials planned to purchase more via mobile than in physical stores (source) 76% US millenials will use mobile to search for and/or buy gifts (source) 42% will shop more via mobile 2014 shopping season (source) BestBuy Went down, struggled to handle mobile traffic (source) 28% top500 retailers have no mobile optimized web site (source) 50%+ RueLaLa.com revenue were mobile (source, Dec 2014) 80% adults WW will have a smartphone by 2020 (source) mobile apps taking the lead 174% YoY growth for iOS and Android shopping apps sessions (source) Shopping Apps Are Now The Fastest Growing Thing In Mobile (source) 4x mobile app traffic 2014 versus 2014 for Walmart (source) 50%+ papa john’s sales via mobile app in 2014 (source) 42% of m-commerce sales come through apps (source) 59% US millennials prefer mobile apps from app stores over web (source) 52% of monthly active users of 50 top iOS commerce apps shop through the apps at least once a week (source) 20% mobile apps used once then deleted (source) 48% top500 don’t have any mobile app, 52% having will grow 15% faster (source) JackThreads.com app = 3x conversion rate, avg ticket 40% higher than mobile Web, 89% sales (source) 50% Apple AppStore growth versus 8% Apple device growth -> usage maturing, device usage after device sales (source) market maturing: mobile apps adoption soar with 115% growth in 2013 (source) Digital transformation imperative 88% undergoing digital transformation (source) 53% CxOs find it hard to understand customer behavior and needs (source) User exprience is #1 APMDigest 2015 prediction (source) 92% companies consider UX as top priority (source) 84% users rate delivered performance as important (source) 52% users frustrated by delivered mobile app performance (source) User expectations growing over time (new devices, 4G) 70% companies planned to conduct more usability tests in 2014 over 2013 (source) The need for mobile strategy 97% of CIOs have high hopes for what mobile can do for their business (source) 25% CIOs don't have a mobile strategy (source) 50% of CIOs believe mobile app dev takes too long (leverage DevOps Message) (source) 69% of CMOs recognize the need to align with IT (source) User experience performance #1 impact on conversion 46% US & FR will shop elsewhere if site takes more than 3s to load and interact (source) 80% will abandon site when errors (source) 40% Top500 have a response time > 3s (source) 48% have less than 99.9% availability (source) 68% shopping cart abandoned (source) Reasons: 24% website crashed, 21% process was taking too long, 15% Website timed out (source) 18% of which for slow response time (source) 25% of which will never come back (source) -7% conversion for each second delay (source) slide 33 +10% conversion with 1s load time improvement for Staples, equates to 4M$ a day based on their 2014 on-line sales (source slide 30) +7% conversion with 1s load time improvement for GlassDirect (source) +2% conversion for 1s load time improvement for Walmart, 550K$ a day (source slide 46) User experience performance impacts brand image 44% US and 61% FR will air their frustration on social media when poor experience (source) FINANCE Vertical Track: - Changing customer expectations is the number-one change driver for financial services. - 83 million households use the Internet for online banking - 44% of bills are now paid electronically Talk Track: The financial industry is going through dramatic changes as a consequence of changing customer behavior, channel proliferation and the digitization of business. The digital transformations taking place in finance are driven by many common challenges and opportunities across the industry, whether it concerns insurance, (retail) banking or other financial services. - The need to integrate/connect distribution channels to optimize efficiencies, reduce costs and serve customers and prospects in a consistent way, the so-called omnichannel imperative. Some other key goals: better identify opportunities by looking at the overall customer life cycle (and important changes in it), improve experiences and (thus) enable better customer service and experiences. - Reducing churn and increasing loyalty. Loyalty is not enough anymore. Think experiences. - Decreased levels of trust: the impact of the 2008 financial crisis and uncertain economies today had a well-known impact. -Last but not least – there is the arrival of competitors with disruptive models that are better adapted to the increasingly digital consumer.
- User view Analytics Fidelity of data Integration What makes it unique assembly of functions
- User view Analytics Fidelity of data Integration What makes it unique assembly of functions
- User view Analytics Fidelity of data Integration What makes it unique assembly of functions
- User view Analytics Fidelity of data Integration What makes it unique assembly of functions