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What is Digital
Performance
Management?
1. Businesses must deliver great
customer experiences to
survive.
2. Businesses need both
qualitative AND quantitative
cus...
• Customers are social, mobile & global.
• Supporting modern customer demands is increasingly
complex.
Why these truths ar...
So how is IT & Line of Business responding?
• Businesses leaders begin
“Digital Transformation” efforts
• IT groups begin ...
• DPM is customer experience analytics with context.
• This context that brings Digital Business Owners, Operations and
De...
Digital Performance Management Example 1
Marketing
Manager
IT Operations
Manager
Yo, using the experience
dashboards we cr...
Digital Performance Management Example 1
Marketing
Manager
IT Operations
Manager
Yo, using the experience
dashboards we cr...
Digital Performance Management Example 2
Marketing
Manager
IT Operations
Manager
I noticed your marketing
campaign is driv...
Digital Performance Management Example 2
Marketing
Manager
IT Operations
Manager
Thx Bro. My conversion rate
is stellar no...
Where did DPM
come from?
The Intersection of Industries
CX ITOMDPM APM
CX = Customer Experience
DPM = Digital Performance Management
APM = Applicat...
• As seen in the previous slide,
DPM is an evolution of CX as well
as APM.
• Example: The Digital Experience
Platform cove...
• DPM is an evolution of APM
• Gartner has traditionally defined APM to
have these 5 criteria:
1. End-user experience moni...
• DPM is the connecting concept
between gaps in the CX and
APM/ITOM industries.
• Leading CDOs and CCOs use DPM to
focus o...
• Let’s define and share best practices supporting the art of
“Practicing DPM”
• Coming soon!
Next up?
Thanks for
reading.
Send feedback here  @ryanbateman
TL;DR
Digital Performance Management is
a combined evolution of CX and
APM efforts.
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What is Digital Performance Management?

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What is DPM? Let's take a look at the up and coming trend seen across the Customer Experience (CX) and Application Performance Management (APM) industries led by many of the top analysts and "transformation sponsors" like Chief Digital Officers, Chief Customers Officers and more.

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What is Digital Performance Management?

  1. 1. What is Digital Performance Management?
  2. 2. 1. Businesses must deliver great customer experiences to survive. 2. Businesses need both qualitative AND quantitative customer experience metrics to make accurate decisions. 3. Businesses need to collaborate internally to succeed. Ask yourself  what do we know to be true in the future? Side note: Check out Daniel Burrus’ work on hard trends for help predicting the future.
  3. 3. • Customers are social, mobile & global. • Supporting modern customer demands is increasingly complex. Why these truths are self evident +2 Billion People have some form of a social media account. 61% will air their frustration on social media when poor experience Dynatrace survey, Dec 2014 95% digital shoppers who started on a smartphone continued on a PC Forrester, Q4 2014
  4. 4. So how is IT & Line of Business responding? • Businesses leaders begin “Digital Transformation” efforts • IT groups begin their “IT Transformation” • BOTH sides of the house want to meet these digital & highly connected customer demands but they do it in silos. Voice of Customer Data Behavioral Analysis Social Sentiment Heat-maps Eye-tracking Focus groups Etc… System health MTTR TTFB Load time SDLC Latency Sprint deliverables Releases Etc…
  5. 5. • DPM is customer experience analytics with context. • This context that brings Digital Business Owners, Operations and Development groups role-relevant actionable insights. • Digital Performance Management is busting silos to deliver better customer experiences. • DPM is practiced today by leading edge Chief Digital Officers and Chief Customer Officers. • DPM is growing among Digital Business Owners, Marketing leads, Performance Architects/Engineers and Customer Experience Owners. What is DPM?
  6. 6. Digital Performance Management Example 1 Marketing Manager IT Operations Manager Yo, using the experience dashboards we created, I proactively responded to this twitter complaint. Here is the transaction context.
  7. 7. Digital Performance Management Example 1 Marketing Manager IT Operations Manager Yo, using the experience dashboards we created, I proactively responded to this twitter complaint. Here is the transaction context. Thx Bro. That’s everything I need. I’ll dig into the issue in more detail and get a fix in place shortly.
  8. 8. Digital Performance Management Example 2 Marketing Manager IT Operations Manager I noticed your marketing campaign is driving a lot of traffic to some defunct infrastructure. I moved it without impacting users.
  9. 9. Digital Performance Management Example 2 Marketing Manager IT Operations Manager Thx Bro. My conversion rate is stellar now. I noticed your marketing campaign is driving a lot of traffic to some defunct infrastructure. I moved it without impacting users.
  10. 10. Where did DPM come from?
  11. 11. The Intersection of Industries CX ITOMDPM APM CX = Customer Experience DPM = Digital Performance Management APM = Application Performance Management ITOM = IT Operations Management
  12. 12. • As seen in the previous slide, DPM is an evolution of CX as well as APM. • Example: The Digital Experience Platform coverage from Forrester. • Top CX practitioners understand customer needs and emotions very well, but often seek out dozens analytics services to collect and separately analyze to find useful insights. Forrester Analysis of Digital CX Forrester has historically included “Perceived experience” analytics and insight but not “Delivered experience” data from IT.
  13. 13. • DPM is an evolution of APM • Gartner has traditionally defined APM to have these 5 criteria: 1. End-user experience monitoring (EUEM) 2. Application topology discovery and visualization 3. User-defined transaction profiling 4. Application component deep dive 5. IT operations analytics (ITOA) • Each of these elements has evolved over time, slowly connecting “Delivered experience” analytics from IT Operations to End-user (Customer) experiences. Gartner Analysis of APM & ITOM The Gartner APM MQ Report represents a portion of the10 segments that Gartner includes in ITOM. (Ex: availability & performance, fault & log mgmt, network mgmt, config mgmt, IT help desk, etc)
  14. 14. • DPM is the connecting concept between gaps in the CX and APM/ITOM industries. • Leading CDOs and CCOs use DPM to focus on the following & separate themselves from competition: 1. Customer experience above all else. 2. Investment in continuous innovation. 3. Simplicity to the max. 4. Fact-based decision making. 5. Collaboration & accountability as company culture. DPM is a natural formation – filling the gap *New* Forrester DPM report validates the evolutionary changes coming in APM to DPM
  15. 15. • Let’s define and share best practices supporting the art of “Practicing DPM” • Coming soon! Next up?
  16. 16. Thanks for reading. Send feedback here  @ryanbateman
  17. 17. TL;DR Digital Performance Management is a combined evolution of CX and APM efforts.

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