High performance is a combination of customer experience, business outcomes, IT performance, and analytics. SOASTA CMO Ann Ruckstuhl presents on how to own your digital performance management so that you and your customers can win at eTail West 2016.

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Ann Sung Ruckstuhl, @annruck

3. High Performance
Customer
Experience
IT
Performance
Business
Outcome
Analytics

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1% Sales
$880M
$45M
0.2% Searches
@ 1 Second
2% Conversion
$244M
Gartner, Walmart

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“eCommerce” MASLOW
Smart
Fast
Easy
Secure
Functional
Physiological
Safety
Love/Belonging
Esteem
Self Actualization

6. What
impact
does
performance
have
on
my
business?
SOASTA
2.5 Seconds

7. Nordstrom’s “Magic Number” is 3 Seconds
Nordstrom

8. What’s Your Magic Number?

9. • Impatient consumers
• Spiky demand
• Mobile & IoT
• Dependency on 3rd parties
• Complex technology
• Lack insights & control
“CRISIS”

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11. Spiky Demand
Is Here to Stay
Seasonal Holidays
Manufactured Holidays

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33%
of orders came
from a mobile
device
Shopify

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Google, SeeWhy
90%
People who move between devices to accomplish a goal
2.6
Average number of devices used by a shopper during a
single transaction
6.2
Number of visit an average shopper makes before buying
97%
Mobile transactions abandoned

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o 18 = Average Number of 3rd Party Calls Per Page
o Third party content can make up > 50% of page requests
my

15. Layer 6
Presentation Layer
Layer 4
Transport Layer
Layer 2
Data Layer
Layer 7
Application Layer
Layer 5
Session Layer
Layer 3
Network Layer
Layer 1
Physical Layer
Technology Stack Getting More Complex
SPA
CDN
Payments
Clouds
Social
Carriers
CRM
Marketing
Advertising
APM
Devices
Network

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Smart
Need Insights & Control

17. DATA SCIENCE TO THE RESCUE

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22. What’s the “real” performance outcome? Now?

23. What if page load time went down to 3 seconds?
Show Me the Way with Predictive “What If’s”

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Performance = CX + Business Outcome + IT Performance
Measure
Every user experience
and outcome
Test
Continuously check
functionality & load
Optimize
Prioritize improvements using ROI

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26. Test your strength
"
www.soasta.com/cpi

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• Know your performance baseline (CPI)
• Embrace a digital performance culture
• Establish shared performance KPIs
• Correlate User Experience, Business & IT metrics
• Identify patterns & optimize “smartly”
Visit Us @ Booth 418