A webinar series I'm running on Digital Performance Management and Web Performance

1. A New Era
of Digital
Performance
Management

2. Performance Consultant, SOASTA
bentan84
Ben Tan

4. “In 2016 CX will be among the top ten critical
factors determining who will win and who fail in
the age of the customer”
“In 2016, 89% of companies will primarily compete
on the basis of customer experience”

5. User Experience Metrics:
•Pages per visit
•Visit paths
•Click through rate … etc.
Business Metrics:
•Conversion rate
•Carte abandonment rate
•Average order value … etc.
IT Metrics:
•Site availability
•Page load time
•3rd party SLA … etc.

6. Speed is a feeling not a metric

7. Why are we impatient?

8. How Much is a Second Worth?
1% increase in sales 0.2% in searches 2% Conversions
$680 Million $45 Million Ad Rev $244 Million

9. What does a 1
second delay
mean?

11. “Nearly 50% of Users have stopped using a site because
of poor download times and poor customer experience”
“On average, a highly influential Internet user relates a
positive experience to 11 people, but a negative
experience to 17 people, a 55% difference”
“When a site experiences an outage, 9% of online
customers permanently abandon the site, and 48% of
site users establish a relationship with a competitor”

14. What’s your performance
sweet spot?

15. Risky business

16. Third Party Services make up a massive
portion of web pages today
75 = Average number of third party calls per page
Third party content can make up 50% a pages requests

17. Technology Stack becoming more
complex

18. What is DPM?

19. DPM, APM and Web Analytics

20. Nordstrom
“We could see how customer experience
was affecting customer behavior”

22. What’s the real performance outcome

23. Predictive analytics help to show you “What if”
Scenarios

24. Scale, Speed, Agility

25. Test Your Strength
www.soasta.com/cpi

26. Create a Data Centric User First Approach!
Baseline your site with our CPI Tool
Digital Performance improves Customer Experience
and drives business outcomes
Performance is based on End User Expectations
Monitor, Measure, Optimise, Analyse

27. Free Download*
http://info.soasta
.com/ConversionI
mpactScore.html

28. Questions?