The Fit for Passkeys for Employee and Consumer Sign-ins: FIDO Paris Seminar.pptx
Deliver Personal Customer Experiences in a Complex Digital World
1. Confidential, Dynatrace LLC
Deliver personal customer
experiences in a complex
digital world
Dave Anderson – VP Marketing EMEA and APAC
@daveando | @dynatrace
2. Digital mastery is wizardry
Confidential, Dynatrace LLC
Cool… Crap…
mmm…um
….eh…..
24,000 Different Android Versions up 28%
3rd party components on
websites up 22%
Amazon releases new software
every 11.1 secs
1.6 million transactions a day
200,000 lines of code
7000 servers
0.5 sec increase in response
time costs 11% in revenue
@daveando | @dynatrace
China Singles Day
70% mobile
Cloud and Microservices
emerge as a new normal
3. Fact #1
The Rise of the Faceless Organisation
Confidential, Dynatrace LLC
4.
5. Speak to the hand
We are spending 2.5x times longer in
apps than we did 2 year ago
@daveando bit.ly/dt-3
6. The rise of apps means the rise
of the faceless organisation
@daveando
9. 70% of the 2005 Fortune
1000 companies
don't exist anymore
Kienbaum
87% companies think that
digital transformation is a
competitive opportunity
Capgemini
Digital Disruption.
It’s happening
70% of companies would
"attempt" to go digital but
only 30% of those would
succeed
CISCO
@daveando | @dynatrace
18. Nike has many more software
developers than apparel designers.
@daveando | dynatrace
19. We see ourselves as a technology
company with a banking license
Michael Corbat
@daveando | dynatrace
20. Fact #3
The rise of generation ‘now’
Confidential, Dynatrace LLC
21. “I’m not a transaction”
Dynatrace and Harris Poll, Oct 2015
http://www.dynatrace.com/content/dam/en/general/holiday-shopping-report.pdf
will air their
frustration on social
media when facing bad
user experiences
51%
rate app performance
as #1 expectation,
ahead of features and
functions.
60%
46%
would leave if a
mobile site or app
fails to load in 3
seconds or less
@daveando
26. “Hi @daveando. We noticed you had issues booking. We’ve
sent you an email, can we help you complete your booking?”
27.
28. Eli Melo, Natura
We can now call the customers
before they call us. We can say
that we understand your
frustration and we’re onto it
@daveando | dynatrace
34. Fact #4
CX is your single biggest differentiator
Confidential, Dynatrace, LLC
35. CX = Revenue
+0.5s response time
= - 11% conversions
-100ms response time
= +1% revenue
+100ms load time
= -1% revenue
@daveando | dynatrace
How fast is your site?
http://bit.ly/DT-test
37. No pages with performance issues
3 Pages with performance issues
All five pages with performance issues
38%
25%
18%
FINISH
FINISH
FINISH
CX Impacts Conversions
http://bit.ly/dt-1
38. CX is a core value
#1: Focus on the
user and all else
will follow.
Don't #@!% the
customer
We place
customer
experience at the
core of everything
we do
Show we care
Listen to and
anticipate
customer needs
”
Creating value
and exceeding
our customers'
expectations
39. I keep making the
same mistakes
hoping you’ll
understand
Ed Sheerin
Confidential, Dynatrace LLC
42. I expect you to see me
and to be genuine and
authentic
43. Hi @azelew23, I can see you are on a Surface using Windows
10. Seems we have a bug right now as others are impacted.
I’ve sent to IT.
Please enjoy a free month on us @azelew23
48. Digital Performance Management Platform
Performance
Scalability
Time to Market
Quality of Service
Real-time
Experience
&
Behavior CX Analytics
Conversion
Abandonment
SEO
DevOps Business
30% fastercheckout
3x releasefrequencyincrease
66% hardwaresavings
30% fasterweb site 1,800%Spikein traffic
No Bottleneck
I’ve grown up in retail. Both my parents had retail stores, my Dad a Mitre 10 hardware store that he ran for 30 years (that’s him there) and my Mum, a fashion store. I basically grew up on the premise that customer service was absolutely critical to the success of a business.
Unfortunately for my Dad, he eventually lost out to the bigger box stores, who’s current market share doesn’t dictate the need for superior customer service… but that’s not the point I’m trying to make today…
You see in the past, customer service was in store. We would encourage staff to smile, to solve problems, to be friendly and most importantly we could see if they waited too long at the counter.
You guys know where I’m going with this right…technology has changed that.
The store isn’t just on the street anymore. It’s in our hands.
The big thing now is, you don’t need a big bank balance to buy the cnr of main and main, set up your shop and catch all the passing traffic. The playing field is level. Anyone with an idea, a developer, and a good idea, can compete with the big businesses. Even potentially wipe out industries…when you think about air bnb, uber, and
Let me share an example.
So if our experiences are no longer in face to face customer service, how does a brand maintain it’s relevance. How do they wow their customers, keep their loyalty, and ultimately stop them from jumping from one banking app, or online shop, to another, when fundamentally they are almost the same.
Customer Experiences are now digital not physical. I don’t’ go to the bank…I open an app. I don’t ring for a taxi, I open an app. I don’t talk to a sales assistant, I order online.
My digital experiences are wrapped in a phone.
]Telco – enable a travel pass…
It’s the rise of digital services companies. Companies that provide advanced features, connectivey, functionality, to our hands. They are mobile first….
I mean how cool is the uber experience? Nice cars, fast call up, see when they are arrive and you don’t have to pull out your credit card.
Facebook…you are marty mcfly if you don’t have facebook…….you guys get my point.
We no longer want to be rockstars…we want to be nerds….
https://www.capgemini.com/resource-file-access/resource/pdf/the_digital_talent_gap27-09_0.pdf
you guyes in the room are the one they need!
The world is getting even more „disrupted“ – this is a picture from Paris last year when Uber entered the Market
This is Airbnb making a change in accomodation business
And this is not a very uncommon but probably the most well known „out-of-the-business“ story when it comes to movie rental
http://www.i-scoop.eu/internet-of-things/
But there is more that is disrupting ... There are more people livign within that circle than outside! South East Asia is the fastest Growing internet ecomony in the world.
The new users are spoilt for choice. If your app or service doesn’t work it’s ok because they’ll find another one. In fact this generation probably more than any other loves to discover new services so it’s harder than ever to make sure their experience is first class.
Which brings me to case a. Trying to book my flight from London to Singapore. I’m a frequent flyer of this airline and despite numerous attempts to book with them on the app I give up. I don’t ring…I don’t email…I just book with someone else.
So imagine now. You are no longer putting out fires, you are no longer taking calls from irate customers. Instead you are delighting customers. You are making them smile. You are making them brand loyal. You are making their day.
Not every call centre is structured like this….and working through such a change might take some pain….but remember what sets you apart from everyone else.
Imagine what that is going to do for your business, for your colleagues, and most importantly for us….the customer.
Takes us to this…which leads to this
Or this….
Combat Complexity with monitoring
Fix the brand issue
Resole solve requests
Alleviate developers from wasting time.
Add in – nike employs more…
From a t-Mobile data report we saw a 2-3% reduction in conversions for every 2 second delay in time to interact. The faster the site performance the most amount of conversions.
Selling opportunity to advance career, in addition to products
Recognizing and rewarding customers for their successes
Influencing customers’ ability to build consensus around purchases
Getting direct feedback on product
Equipping customers to self help through community
Humanizing our brand to build loyalty
Or you can simply bury your head in the sand….not share the data and let your brand suffer…like this…
4 days without resolution
No visibility into operating system.
So imagine now. You are no longer putting out fires, you are no longer taking calls from irate customers. Instead you are delighting customers. You are making them smile. You are making them brand loyal. You are making their day.
Not every call centre is structured like this….and working through such a change might take some pain….but remember what sets you apart from everyone else.
Imagine what that is going to do for your business, for your colleagues, and most importantly for us….the customer.
Evidence
Natura
Accenture: “78% of marketers believe that marketing will undergo fundamental change over the next five years. Also not surprising: Of the top three changes cited, analytics, digital, and mobile are the key drivers. High-growth companies, in particular, say their investments in these three areas are paying off, especially to improve customer experience.”
2014 CMO Insights Survey, Accenture