Pre-Con Ed: Discover the New CA App Experience Analytics 16.3 - The Omnichannel Experience
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Transcript of Pre-Con Ed: Discover the New CA App Experience Analytics 16.3 - The Omnichannel Experience
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World®’16
Pre-ConEducation:DiscovertheNewCAAppExperienceAnalytics– TheOmnichannelExperience
HarishLakshminarasimhan– Sr.EngineeringServicesArchitect– CATechnologies
DO4X53E
DEVOPS– AGILEOPERATIONS
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2 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
ForInformationalPurposesOnlyTermsofthisPresentation
©2016CA.Allrightsreserved.Alltrademarksreferencedhereinbelongtotheirrespectivecompanies.
Thecontentprovidedinthis CAWorld2016presentationisintendedforinformationalpurposesonlyanddoesnotformanytypeofwarranty. The informationprovidedbyaCApartnerand/orCAcustomerhasnotbeenreviewedforaccuracybyCA.
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Abstract
CAAppExperienceAnalyticsisthelatestadditiontotheCAApplicationPerformanceManagementportfolio. Jointhissessionforanoverviewofhowend-usermonitoringworksandlearnhowadvancedanalyticscanuniquelycorrelatelog,performanceanduserexperienceatadevicelevelwithfulldrill-downintothecloudappssupportingthatinteraction.Pre-registrationstronglyencouragedasspaceislimited;pre-registeredattendeeswillbeadmittedfirst.
HarishLakshminarasimhan
CATechnologies,Sr.EngineeringServicesArchitect
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4 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
Agenda
INTRODUCTIONTOTHEAPPECONOMY– TRANSFORMINGCUSTOMEREXPERIENCES
THEOMNICHANNEL EXPERIENCE
SUMMARY– Q&A
DESIGN– WITHTHECUSTOMERINMIND
CAAPPEXPERIENCEANALYTICS– KEYCAPABILITIES
WHYCAAPPEXPERIENCEANALYTICS?
1
2
3
4
5
6
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5 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
TheAppEconomy– TransformingCustomerExperiences
…meansMOREusers,apps,devicesandpartnersEVERYday
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6 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
“MobileFirst”Questions
Who isusingourapps?
Where andWhen areappsused?
What aremyusersdoingwithourapps?
What istheiruserexperience?
CanIHELP usersgetmorevalue?
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7 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
CustomerExperienceIsEverything
1“Forrester:BusinessTechnographics GlobalPriorities&JourneySurvey”,2015
DRIVEREVENUE,REMAINCOMPETITIVE
69%improvecustomerexperienceastoppriority 1 1
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8 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
SuccessDependsonOrganizationalAlignmentFrom“2016IDCFutureScape CIOAgendaPrediction4”BillKeyworth,JeffRivkin,November2015iDC#US40550115
INFRASTRUCTUREDESIGN
OperationalPerformance DigitalPerformance BuyerJourney
APPLICATIONS/CODE70%failSiloed digitaltransformationinitiativeswillultimatelyfailduetoinsufficientcollaboration...1
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Omnichannel Experience– FollowtheUser’sJourney
Applicationcrashesaregroupedtogethertoquicklyidentifywidespreadissues
Drilldowntoindividualcrashincidentstolookintothesessioneventsthatledtothecrash
DownloadthecrashreportforadditionaldebuggingorletCAAppExperienceAnalyticssymbolicate thecrashreportautomatically
Lineofcodetheappcrashedcanbedetected
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10 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
Omnichannel Experience– FollowtheUser’sJourneyAllbusinesstransactionsaregroupedtogethertoprovidesummaryleveldataofhoweachtransactionisbehaving,withtheabilitytodrilldown
Drilldownlistsallflaggedsessionsrelatedtothebusinesstransactionselected
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11 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
OmnichannelExperience– FollowtheUser’sJourney
WiFi Droperrordetectedduring–AppleiOSerrorcode-1005
Alleventslistedinchronologicalorderandcanbefiltered
Filteredsearchonevents
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12 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
Focusonwhatmatters– understandbusinesstransactionsfrom thecustomerperspective
WAN/WWW
Web Server
Portal
LDAP/AD DataGrid
Mainframe
WebServices
DataWarehouse
3rd PartyApplications
DatabaseDevices
Apps
CloudApps
SystemsofRecord
MobileAppperformance,
behavior,crashes
End-to-endinfrastructure,performancemanagement,ApplicationNetworkFlowhealth – MobiletoMainframe
Slowresponsetimes,Applicationerrors
Deeptransactiontrace/visibility
Router
Firewall
Switch
LoadBalancer
CAApplicationDeliveryAnalysis,CAAPM
CAAPM
CAAppExperienceAnalytics
CLOUD NETWORK FRONTEND BACKENDCUSTOMER
Web/AppServers
CAAPM
ESB
synthetic appchecks
End-to-EndVisibilityAcrossTechnologyStack
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AligningtotheCustomerExperienceRequiresAnalyticsUSERBEHAVIOR&EXPERIENCEOutside-InView
OPERATIONALPERFORMANCEInside-OutView
CAAppExperienceAnalytics
Optimizecustomerjourney
Improvedigitalperformance
Designfortheexperience
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14 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
OptimizeCustomerJourneyMeasureandUnderstandCustomerExperience
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15 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
ImproveDigitalPerformanceandAvailabilityInsightsintoOperationsandPerformance
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16 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
DesignWithTheCustomerInMindInsightsintoApplicationFlows,HeatMapsandCrashes
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DesignwiththeCustomerinMindInsightsintotheBuyer’sJourneyandUserExperience
2657.7% Completedfirstinteraction
115
Userswhostartedtheapp Droppedsession
Usersfinishedtheflow
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18 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
GreaterInsightstoDigitalExperienceDataStudio&Blueprints
AppExperienceAnalytics
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CAAppExperienceAnalyticsKeyCapabilities
MobileAnalytics
UserExperienceAnalyticsacrossweb,mobile,wearables
PerformanceAnalytics
DataStudio&Blueprints
Flexibledynamicdashboards
§ Crashanalytics§ Usersessionplayback§ Appflows§ Heatmaps
SaaS&onpremise
end-to-endencryption,
flexibleofferings
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WhyCAAppExperienceAnalytics?
ForresterResearch,theTotalEconomicImpactofAPM,April2015
USERBEHAVIOR&EXPERIENCEOutside-InView
OPERATIONALPERFORMANCEInside-OutView
CAAppExperienceAnalytics
ImprovedUserExperiences
40%Fasterresolutiontimes
CollaborationDrivesIncreasedProductivity
15%Fasterdevelopmentcycles
Upto
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ValuePropositionOptimizeYourDigitalTransformationsOneUserExperienceataTime
Forapplicationownersresponsiblefordigitaltransformations,whoneedtodeliverafive-starcustomerexperienceacrossweb,mobileandwearables,CAAppExperienceAnalyticsprovidesproactivereal-timeinsightsintorealuserbehavior,buyertrends,loganalyticsandomnichannel performance
Builtonanopen,flexibleSaaSanalyticsfoundationthatuniquelycombinesuserbehaviorwithoperationalperformance,CAAppExperienceAnalyticsprovidesintuitivereportsforadeeperunderstandingintoyourcustomers’overalldigitalexperience;byoptimizingyouruser’sjourney, you’ll bebetterequippedtobothretainandattractnewcustomersresultingina15%2 increaseofrevenue,improveuserexperiencewith40% 2 fasterresolutiontimes,anddeliverinnovationsquicklybyincreasingdevelopmentproductivityby15% 1
Sources:1ForresterResearch,TheTotalEconomicImpactofApplicationperformanceManagement(APM)FromCATechnologies,April20152CAROIbusinessvalueestimates
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TryCAAppExperienceAnalyticsToday!
www.ca.com/trials/appexperienceanalytics
SEEWHATANALYTICSCANDOFORYOU!
Free30-dayhostedtrial
Quicklygetstarted
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23 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
CustomerExperiencesUsingCAAXAandCAAPM,ourcustomershavebeenenabledtoprioritizefocusoncriticalimpactingcrashesoverotherissuestosupportanoptimaluserexperienceandhighproductivity
End-to-EndVisibilityCAAXAandCAAPMwillhelpprovideend-to-endapparchitecturevisibility/insighttoappdevelopment,operations,businessappownersandnetworkoperationsfolks
EnhancedDataAnalyticsLeveragedifferentialandpredictiveanalyticstosupportproactivemonitoringandalertinginprod/non-prodbeforeanactualcrashordecreasedperformanceaswellashelpwithimprovingtestingscenarios
SummaryAFewWordstoReview
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DevOps– AgileOps
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