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Digital Experience Management—The Key to Delivering Exceptional Digital Experiences

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Digital Transformation (DX) is driving organizations to adopt Digital Experience Management (DEM) best practices. Companies hoping to provide the best digital experiences to their end users are often met with challenges arising from disjointed point solutions and a lack of unified insights and management tools across all infrastructure types.

With problematic application lifecycles, ineffective tools, and complex application delivery architectures, enterprises must rethink their existing tools and methodologies to ensure their digital channels, applications, and services are optimized for business and end-user success.

This Riverbed presentation covers the following topics:
- What is Digital Experience Management (DEM)?
- Why DEM is important to organizations?
- What roadblocks and hurdles exist?
- How Riverbed's unified DEM solution is different
- What are some next steps you can take to achieve success with DEM?

Find out more about Digital Experience Management with Riverbed here http://rvbd.ly/2y0MHpt

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Digital Experience Management—The Key to Delivering Exceptional Digital Experiences

  1. 1. Digital Experience Management The key to delivering exceptional digital experiences September 2017
  2. 2. © 2017 Riverbed Technology. All rights reserved. 2 FACT… End users expect applications and digital services to be fast, reliable, and always-on, no matter what device they are on or where they are located.
  3. 3. © 2017 Riverbed Technology. All rights reserved. 3 Managing users’ digital experience has become one of the most critical business objectives for most enterprises. …AND…
  4. 4. © 2017 Riverbed Technology. All rights reserved. 4 …BUT? Do you have the proper tools to provide a seamless and solid end-user experience? Do you have insights into everything (infrastructure, networks, applications)? Can you manage and optimize IT systems and processes quickly and easily? And is the digital experience of your end users improving?
  5. 5. © 2017 Riverbed Technology. All rights reserved. 5 Agenda 1 2 3 4 5 What is Digital Experience Management (DEM)? Why is DEM important? What roadblocks exist? How is Riverbed’s unified DEM solution different? What are the next steps?
  6. 6. © 2017 Riverbed Technology. All rights reserved. 6 What is Digital Experience Management (DEM)?
  7. 7. © 2017 Riverbed Technology. All rights reserved. 7  Digital Business – people, businesses, and things (machines) digitally communicating, transacting, and negotiating with each other.  Digital Transformation – the application of digital technologies to fundamentally impact all aspects of a business.  Digital Experience – the human experience when interacting with digital apps and services. Terms & Definitions Digital Experience Management – the analysis and optimization of application service delivery to end users/consumers in support of business outcomes, service performance, and application design.1 1EMA: User, Customer, and Digital Experience: Where Service and Business Performance Come Together, Dennis Drogseth, Julie Craig, Feb 2017
  8. 8. © 2017 Riverbed Technology. All rights reserved. 8 “Digital Experience Management (DEM) has grown from its roots in network monitoring and application performance management (APM) to become a critical component of IT service delivery and IT-to-business alignment.” Enterprise Management Associates (EMA) July 2017
  9. 9. © 2017 Riverbed Technology. All rights reserved. 9 Why is DEM Important?
  10. 10. © 2017 Riverbed Technology. All rights reserved. 10 Digital channels and services increasingly central to business growth and profitability Digital Transformation Percentage of enterprises creating advanced digital transformation initiatives will more than double by 20202 Two-thirds of enterprises are investing into digital business today1 Digital Capabilities and IT were the top two CEO investments in 20161 1Gartner's 2016 CIO survey 2IDC prediction – http://www.forbes.com/sites/gilpress/2015/12/06/6-predictions-about-the-future-of-digital-transformation/#3464594225b4
  11. 11. © 2017 Riverbed Technology. All rights reserved. 11 89% $1.13 Trillion 30 Billion 80%+ 58% Important Digital Transformation Facts By 2020, at least 30 billion end-user devices will be connected to the Internet.1 CEOs expect their digital revenue to increase by more than 80% by 2020.2 Digital will drive 58% of all retail sales by 2020.3 The US B2B Digital Commerce market will be $1.13 trillion by 2020.4 89% of businesses expect to compete mainly on customer experience.5 - Gartner - Gartner- Forrester - Forrester - Forrester 1 https://www.forbes.com/sites/gartnergroup/2014/05/07/digital-business-is-everyones-business/#5d10c7077f82 2 https://www.forrester.com/report/The+State+Of+Digital+Business+2015+To+2020/-/E-RES119838 3 Ibid. 4 Ibid. 5 http://blogs.gartner.com/jake-sorofman/gartner-surveys-confirm-customer-experience-new-battlefield/
  12. 12. © 2017 Riverbed Technology. All rights reserved. 12 Every millisecond is critical Business impact of poor digital experience 1 secof eCommerce site page slowdown can cost up to $1.6Bin annual sales1 A typical broker loses $4Min revenues per millisecwhen their trading platform is 5 millisecs behind their competitor2 1https://www.fastcompany.com/1825005/how-one-second-could-cost-amazon-16-billion-sales 2http://www.forbes.com/sites/advisor/2014/04/16/the-brokerage-world-is-changing-who-will-survive/#4207c2526eb9
  13. 13. © 2017 Riverbed Technology. All rights reserved. 13 What roadblocks exist?
  14. 14. © 2017 Riverbed Technology. All rights reserved. 14 71% 63% Top Digital Transformation Challenges Facing Execs Don’t understand the behavior or impact of new connected customers1 Lack data or ROI to justify value of digital transformations2 Are challenged by changing their company culture to be more agile3 69% 1 http://www.altimetergroup.com/pdf/reports/The-2016-State-of-Digital-Transformation-Altimeter.pdf 2 Ibid. 3 Ibid. (Up from 53% in 2014)4 (Up from 34% in 2014)5 (No change from 2014)6 4 https://www.prophet.com/thinking/2014/07/the-2014-state-of-digital-transformation/ 5 Ibid. 6 Ibid.
  15. 15. © 2017 Riverbed Technology. All rights reserved. 15 Digital Experience Roadblocks Problematic application lifecycle Ineffective DEM tools and instrumentation Complex application delivery architectures
  16. 16. © 2017 Riverbed Technology. All rights reserved. 16 Problematic Application Lifecycle Roadblock #1 Improve Understand Resolve Difficulty understanding current performance levels for end users, applications, network & infrastructure. Challenge to determine underlying root cause of performance issues that impact performance. Unable to determine areas that require new development or application acceleration.
  17. 17. © 2017 Riverbed Technology. All rights reserved. 17  Current DEM tools are least effective in: – Root cause analysis – Capturing usage – Communicating business impact – Understanding performance impact Ineffective Tools & Instrumentation Roadblock #2 Source: EMA: User, Customer, and Digital Experience: Where Service and Business Performance Come Together, Dennis Drogseth, Julie Craig, Feb 2017
  18. 18. © 2017 Riverbed Technology. All rights reserved. 18 An application is a complex chain of interaction with many parts Complex Application Delivery Architectures Roadblock #3 databases locations services architectures cloud on-prem networks devices servers
  19. 19. © 2017 Riverbed Technology. All rights reserved. 19 End User Devices WAN LAN Web-Servers App-Servers Databases ! OS failure ! Device error ! Congestion ! Configuration errors ! Broken link ! Code error Many potential causes of poor digital experience ! Memory Leak
  20. 20. © 2017 Riverbed Technology. All rights reserved. 20 Using Multiple, Disjointed Tools is Ineffective App-ServersWAN LAN End User Devices LAN  Network OK  Infra OK  Network OK  Infra OK  App OK  Web-servers OKApp is un- responsive My PC is very slow Web- pages not loading! Network is running slow Users are complaining …but IT does not know what is causing the issue!
  21. 21. © 2017 Riverbed Technology. All rights reserved. 21 How is Riverbed’s Unified DEM Solution Different?
  22. 22. © 2017 Riverbed Technology. All rights reserved. 22 SteelCentral: Command Center for Digital Experience InfrastructureApplications NetworksEU Devices Integrated Digital Experience Management App Dev/ Owner IT Ops/ NetOps Cloud Architects End User Services Business & IT Execs End-Users & Applications Networks & Infrastructure
  23. 23. © 2017 Riverbed Technology. All rights reserved. 23 Unified = Win! Effective DEM Solution End-to-End monitoring Proactive performance insights Share analytics Actionable results Capture all type of data Deep insights Measurement Proactive problem detection Controlled feedback loops
  24. 24. © 2017 Riverbed Technology. All rights reserved. 24 SteelCentral Differentiators Breadth & Depth of Data Business Relevant Insight Business insight, not just data. Integrated Insight The most comprehensive and granular data set. Fully integrated & custom insights for each stakeholder. Acceleration & Optimization Identify areas for performance improvement.
  25. 25. © 2017 Riverbed Technology. All rights reserved. 25 What are the next steps?
  26. 26. © 2017 Riverbed Technology. All rights reserved. 26  Do your due diligence  Talk to your peers  Compare vendors  Read analyst reports  Review some case studies  Watch webinars  Attend conferences  Get some hands-on experience  ASK LOTS OF QUESTIONS!!! A checklist of next steps
  27. 27. © 2017 Riverbed Technology. All rights reserved. 27 EMA DEM Whitepaper Riverbed DEM Whitepaper DEM Free Trials DEM Solutions to Learn More about Digital Experience Management
  28. 28. Thank You © 2017 Riverbed Technology. All rights reserved. 28

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