Time is money! In today’s hyper-digital world, digital performance means business performance. If your customer’s digital experience is lacking, your revenue will suffer. Customers are – rightly – expecting every touchpoint with the companies they do business with to work every time, at top speed. If you drop the ball – even for a few seconds – you’ll lose business, and worse, you’ll lose customers. Digital Performance Management (DPM) technologies and services exist to help companies identify critical weaknesses and performance bottlenecks across their digital assets. By providing clear insights and guidance, Digital Performance Management tools make it possible to get ahead of potential performance challenges before they’re discovered – the hard way – by your customers. Join Jason Bloomberg, president of Intellyx, Trey Kistler, Director, IT eCommerce of Lowe’s and Carl Briscol, VP of eCommerce Technology, Home Depot and Scott D. Lowe from ActualTech Media. ON THIS WEBINAR EVENT YOU’LL DISCOVER: Discover the key concepts behind Digital Performance Management Learn why Digital Performance Management 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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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 Bloomberg
President of Intellyx, Forbes Contributor
Erick Leon
Performance Engineering Team Lead
Trey Kristler
Director, eCommerce IT, Lowe’s
Scott D. Lowe
Partner, ActualTech Media

4. Jason on
Digital 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
Performance
Management
User 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 Metrics
o Conversion rates, cart abandonment rates, & average order
value for ecommerce-centric digital organizations
• Customer Experience Metrics
o Pages per visit, visit paths, clickthrough rates, & other
metrics that indicate successful customer interactions
• IT Metrics
o 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.

14. 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 experience
o Real user monitoring (RUM) by location, device, campaign, conversion …
• Leverage actionable analytics to increase revenue & agility
o 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
• Metrics
o User engagement & performance data
• People
o Align IT with business objectives
• Process
o Continuous testing and measurement
o Performance is a requirement
• Technology
o Leverage end-to-end DPM platform
o Automate where possible (Jenkins, mobile)

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Benefits Gained & Expected
• Availability
o High availability driven by executing the right tests at the right level.
o Understanding the coloration between availability/response time and sales
• Real-time results
o Know how your site is performing and what’s important to your customers
• Data Driven Decisions
o Smarter decisions, targeted testing, customer focused
• Performance Culture
o 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 Culture
o 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

22. 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 DPM
o Evolving from testing to performance management
o Involved in every release
• User experience based testing
o 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
• Metrics
o Measurement of entire User Experience Journey
• People
o Alignment of e-Commerce, Marketing & IT Operations
• Process
o Understand the entire lifecycle impact to UX & revenue
• Technology
o 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
revenue
o Especially when analyzing web performance components
• Better understanding of customer journey
o Marrying web performance with revenue outcomes
• Using live UX data for actionable insights
o Third party impacts
o Landing page performance, etc.

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That ONE Thing!
• Correlate Web performance with revenue
o 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 download
http://soasta.io/DP
Mwhitepaper

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More Resources
• Read “The Performance Beacon” Blog
o https://www.soasta.com/blog/
o Register for webinars future and past
o 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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