No matter what your customers use to access your website – from Internet Explorer 9 on a PC to Safari on an iPhone – they expect your site to be fast and work flawlessly. Join our featured speakers, Harley Manning, VP and Research Director from independent research firm Forrester Research, Inc., and Compuware CTO APM Solutions Imad Mouline to learn: - What growing browser and device proliferation means for IT and Website owners and developers - The latest browser trends including the evolution of mobile and HTML 5 -Best practices for companies attempting to maintain cross-browser interoperability How to meet customers’ web experience expectations regardless of browser or device

1. Harley Manning - Vice President, Research Director, Forrester Research Inc. Imad Mouline - CTOAPM Solutions, Compuware AUDIO VIA PC SPEAKERS ONLY

2. How Companies Create TheOnline Customer Experiences Of The Future Harley Manning, Vice President & Research Director Customer Experience December 1, 2010

3. “The future is already here, it’s just not evenly distributed.”

4. What trends will shape online experiences in the next 5 years? ? Capabilities Consumers

5. Dramatic shift in the mobility trade off High Capability Low Low High Mobility

6. Myriad of mutating interfaces

7. Myriad of mutating interfaces

8. Capabilities Consumers

9. GenY is into technology

10. Gen Y is mobile

11. Gen Y is instant and social

12. As consumers age they… Stick with technologies they’ve adopted More readily adopt new twists on old technologies

13. What are the attributes of tomorrow’s online experiences? ?

14. Customized C Aggregated A Relevant R Social S

15. ShopSavvy C A S R

16. ? How are companies starting to create these experiences today?

17. Key takeaways Start with consumers, not capabilities Make aggregation central to your strategy Turn your IT partners into your new best friends

18. Start with consumers, not capabilities Let the needs of the customers drive your innovation efforts

20. Start with consumers, not capabilities Let the needs of the customers drive your innovation efforts Create innovations that fulfill your customer’s unmet needs

22. BY NANCY SMITH, FIDELITY INTERACTIVE CONTENT SERVICES

23. BY BILL RALLS, SENIOR VICE PRESIDENT, INVESTMENT SERVICES, FIDELITY

24. Start with consumers, not capabilities Let the needs of the customers drive your innovation efforts Create innovations that fulfill your customer’s unmet needs Use social experiences to drive change

26. Make aggregation central to your strategy Design for distribution across a multi device, multichannel world

28. Make aggregation central to your strategy Design for distribution across a multi device, multichannel world “Autocustomize” and let relevant data find the user

31. Turn your IT partners into your new best friends Co-locate designers and developers

33. Turn your IT partners into your new best friends Co-locate designers and developers Communicate expected benefits to get buy-in from IT

35. Recommendations: Anticipate the unexpected Give users more power but less complexity Embrace the strengths and limitations of relevant touchpoints Anticipate changes to business process and technology investments

36. Thank you Harley Manning +1 617-613-6079 hmanning@forrester.com blogs.forrester.com/harley_manningforrester.com www.forrester.com

37. Top Tips To Deliver Quality Web Experiences From IE 9 To The iPhone Imad Mouline - Compuware CTO, APM Solutions

38. Users Access The Web With A Variety Of Browsers Browser market share across 200+ sites with 117+ million page views from Nov 16 to 23, 2010 Source: Gomez Real User Monitoring

39. Users Access The Web On A Variety Of Devices Morgan Stanley predicts mobile users will outnumber desktop internet users within 4 years Source: Mary Meeker, Morgan Stanley

40. Customer Expectations Continue To Rise For Web & Mobile Sites 47% of consumers expect a Web page to load in 2 seconds or less Down from 4 seconds 2 years ago 58% of mobile phone users expect websites to load as quickly or faster on their mobile phone than their PC

41. Web & Mobile Site Performance Impacts Business Results 49% of users who experience performance issues when completing a transaction will either abandon the site or switch to a competitor 77% of these will share their negative experiences with others 52% of users are unlikely to return to a site they had trouble accessing on their phone 40% said they’d likely visit a competitor’s site instead Social media allows users to voice & record their frustration in real-time, negatively impacting revenue and brand equity

42. Web & Mobile Site Performance Impacts Business Results Abandonment Rate Across 200+ Sites/177+ Million Page Views All Browsers vs. iPhone Safari Source: Gomez real user monitoring

44. Bad performance under load

45. Blocking content delivery

46. Incorrect geo-targeted content

47. Poorly performing JavaScript

48. Inconsistent CSS rendering

49. Browser/device incompatibility

50. Page size too big

51. Conflicting HTML tag support

52. Too many objects

53. Content not optimized for device

54. Low cache hit rate

55. Network peering problems

56. Bandwidth throttling

57. Inconsistent connectivity

58. Configuration errors

59. Application design issues

60. Code defects

61. Insufficient infrastructure

62. Network peering problems

63. Outages

64. Network resource shortage

65. Faulty content transcoding

66. SMS routing / latency issues

67. Configuration issues

68. Oversubscribed POP

69. Poor routing optimization

71. Significant Performance Differences Across Browsers Source: Gomez Real-User Monitoring Real users around the world Broadband & wireless connections only (October 2010) 526 million page measurements 200+ sites

72. Browsers Are Evolving HTML5 support Application cache canvas, audio, video, local storage, geo-location, web workers etc. CSS3 Support Webfonts, animations, gradients, shadows, etc. Performance improvements Faster JavaScript processing Parallel download of JS scripts More parallel connections Resource pre-fetching Multi-threading in JS Key Trend - more and more client-side processing

73. Some Browsers Are Evolving Faster Than Others Google and Apple driving HTML5 support for web & mobile browsers “We're betting big on HTML 5.” - Vic Gundotra, Google “The world is moving to HTML5.” - Steve Jobs, Apple HTML5 Test is an indicator of browser support for HTML5 features Safari and Chrome lead the way IE 7 IE 9 beta IE 8 FF 3.6 iPad 3.2 Android 2.2 iPhone 4.2 Safari 5.0 Chrome 6 HTML5 Test (max 300 points ) - http://html5test.com/

74. The Browser Is Becoming The Integration Platform 10.50 Number of hosts accessed directly by the browser, per user transaction, averaged across 3,000 companies

75. Geographic Distribution Of Content Sources How many cities does content come from to form the average transaction? Distribution of host cities by test (measured from multiple locations) Distribution of host cities by test (measured from single location) Source: Gomez Active Backbone Monitoring Sample of 12,000 transactions Multiple runs over 24 hours

76. Client Side Processing Ever More Important SunSpider JavaScript Benchmark Across Browsers Smaller bars are better Source: http://www.zdnet.com/blog/hardware & Gomez research

77. Optimize Performance From Your End-Users’ Perspective Leading retailer not aware of cross-browser compatibility problems until customers complain VS.

78. Optimize For Perception, Not Just Raw Performance Perceived render time is time needed for all content visible to the end-user above the fold to be completely rendered Take advantage of progressive rendering & image load order to optimize for maximum end-user impact Load order 1 Load order 2 Content below the fold 1 5 9 2 6 10 3 7 11 4 8 12 1 2 3 4 5 6 7 8 9 10 11 12

79. Optimize The Most Important & Common Workflows 6 step product order business process Home Page > Search Results Page > Shopping Cart Page > Login Page > Order Review Page

80. Slow Down To Go Faster - Think Workflows Not Pages Focus performance optimization on end-users’ common workflows / click paths versus standalone pages Is the common “Combine external JavaScript” performance optimization rule valid in all cases? Two 3 step transactions measured across 8 global backbone nodes

81. Adopt The “One Web” Application Performance Management Philosophy What constitutes mobile? Web & mobile sites & applications often share infrastructure & web services Important to leverage established and common best practices, metrics and technologies for both mobile and web channels Garner operational efficiencies Identify mobile specific problems, web specific problems or both across the entire web application delivery chain – from device to datacenter iPad & Safari iPhone & Safari iPhone App Windows 7 & Chrome

82. How To Excel In The New World Of Multiple Browsers & Devices Know your end-users Know your application Optimize performance from your end-users’ perspective Optimize for perception not just raw performance Optimize your most important & common workflows Adopt the “One Web” application performance management philosophy

83. Questions Increased conversions 10% Gomez Customers Enjoy Measurable Benefits Reduced homepage load time from 11.3 seconds to 3.4 seconds Improved page load times 23% Saved 50%+ in staff and fees Reduced seven-step transaction time by 50% Reduced downtime 45% Achieved under 3 second response time and 99%+ availability Validated decision to consolidate three data centers For more information visit Gomez.comorcontact us at +1 781.778.2700