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Digital Experience Management—The Key to Delivering Exceptional Digital Experiences
The document discusses the importance of Digital Experience Management (DEM) for delivering fast and reliable applications, highlighting that managing end-user experiences is a critical business objective. It identifies challenges such as ineffective DEM tools and complex application architectures that impede performance optimization. Riverbed's unified DEM solution aims to provide comprehensive insights and proactive performance monitoring to enhance digital experiences for users.
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Digital Experience Management—The Key to Delivering Exceptional Digital Experiences
- 1. Digital Experience Management The keyto delivering exceptional digital experiences September 2017
- 2. © 2017 RiverbedTechnology. 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. © 2017 RiverbedTechnology. All rights reserved. 3 Managing users’ digital experience has become one of the most critical business objectives for most enterprises. …AND…
- 4. © 2017 RiverbedTechnology. 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. © 2017 RiverbedTechnology. 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. © 2017 RiverbedTechnology. All rights reserved. 6 What is Digital Experience Management (DEM)?
- 7. © 2017 RiverbedTechnology. 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. © 2017 RiverbedTechnology. 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. © 2017 RiverbedTechnology. All rights reserved. 9 Why is DEM Important?
- 10. © 2017 RiverbedTechnology. 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. © 2017 RiverbedTechnology. 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. © 2017 RiverbedTechnology. 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. © 2017 RiverbedTechnology. All rights reserved. 13 What roadblocks exist?
- 14. © 2017 RiverbedTechnology. 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. © 2017 RiverbedTechnology. All rights reserved. 15 Digital Experience Roadblocks Problematic application lifecycle Ineffective DEM tools and instrumentation Complex application delivery architectures
- 16. © 2017 RiverbedTechnology. 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. © 2017 RiverbedTechnology. 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. © 2017 RiverbedTechnology. 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. © 2017 RiverbedTechnology. 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. © 2017 RiverbedTechnology. 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. © 2017 RiverbedTechnology. All rights reserved. 21 How is Riverbed’s Unified DEM Solution Different?
- 22. © 2017 RiverbedTechnology. 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. © 2017 RiverbedTechnology. 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. © 2017 RiverbedTechnology. 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. © 2017 RiverbedTechnology. All rights reserved. 25 What are the next steps?
- 26. © 2017 RiverbedTechnology. 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. © 2017 RiverbedTechnology. All rights reserved. 27 EMA DEM Whitepaper Riverbed DEM Whitepaper DEM Free Trials DEM Solutions to Learn More about Digital Experience Management
- 28. Thank You © 2017Riverbed Technology. All rights reserved. 28
Editor's Notes
- #3 In this day of always-on connectivity, users – be they consumers, employees, partners, or vendors – expect any app or service they access to be quick, reliable, and always available, regardless of whether they are on-the-go or connected to a corporate network.
- #4 The end-user’s digital experience is not only critical to a business’s success, it is also paramount for its survival, and has become a core business objective as a result.
- #5 Unfortunately, not all currently available solutions provide deep and holistic insights across the entire digital experience. And these tools frequently only provide part of the picture, without a clear means to manage and optimize IT systems to improve those digital experiences.
- #6 In this presentation, we will be covering the concept of Digital Experience Management (DEM), why DEM is so critical during this time of Digital Transformation, what possible roadblocks or hurdles a company may encounter as they journey towards a successful DEM strategy, how Riverbed’s unified DEM solution is a differentiator in the marketplace, and what next steps a company should undertake when evaluating DEM strategies.
- #7 What is Digital Experience Management?
- #8 First, it is important to understand some key terms that executives frequently encounter in a digitally-connected economy. Digital Business – all things and people communicating via digital processes. Digital Transformation – using digital technology to evolve business processes and other aspects of a business. Digital Experience – the interaction of end users on their digital apps and services. Digital Experience Management – a means to optimize and control the delivery of digital apps and services to end users in order to improve business and service performance and well as app design and development.
- #9 “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
- #10 What is Digital Experience Management important in this digital age?
- #11 We live in a world of the digital business. The majority of enterprises are investing in digital initiatives today with digital technology being a top priority for business leaders. Looking ahead, investments will continue growing at an aggressive pace, doubling in three years from today.
- #12 Major analysts point to various digital trends including exponential growth of Internet-connected, end-user devices; an upswing in digital revenue – especially in retail which is driven by digital sales; B2B digital commerce tracking to hit $1.13 trillion by 2020; huge focus on competition at the customer experience level.
- #13 Poor Digital Experiences can have a dramatic financial impact on a business. It can also damage the company brand. Amazon tells us that 1 sec of eCommerce page slowdown can cost up to $1.6B in annual sales1. Looking at the financial trading industry, A typical broker loses $4M in revenues per millisec when their trading platform is 5 millisecs behind their competitor2
- #14 As with any digital transformation, there are challenges to be aware of. Following are some potential DEM roadblocks to consider.
- #15 Altimeter: Top Digital Transformation Challenges: 71% - Don’t understand the behavior or impact of new connected customers (up from 53% in 2014) 69% - Lack data or ROI to justify value of digital transformations (up from 34% in 2014) 63% - Are challenged by changing their company culture to be more agile (No change from 2014) 2016 Survey - http://www.altimetergroup.com/pdf/reports/The-2016-State-of-Digital-Transformation-Altimeter.pdf 2014 Survey - https://www.prophet.com/thinking/2014/07/the-2014-state-of-digital-transformation/
- #16 While there can be many roadblocks or hurdles when approaching Digital Experience Management, there are three important ones: Problematic Application Lifecycles – understanding, resolving, and improving Digital Experiences are hampered by a lack of visibility into root causes and current performance levels. Ineffective DEM tools & Instrumentation – point solutions and departmental siloes create compartmentalized issue identification. Complex Application Delivery Architectures – application delivery is now comprised of a wide variety of IT components.
- #17 Problematic Application Lifecycles – understanding, resolving, and improving Digital Experiences are hampered by a lack of visibility into root causes and current performance levels. Do you understand the current performance levels for all aspects of the digital experience – from end users to applications to network to infrastructure? Can you easily identify the underlying root cause of performance issues quickly? Do you know what areas require application acceleration, application refactoring, or new development altogether?
- #18 Ineffective DEM tools & Instrumentation – point solutions and departmental siloes create compartmentalized issue identification. EMA study indicates that current DEM tools are ineffective at identifying the root cause of issues, getting true granularity of usage data, conveying the business impact to others within the organization, and understanding the true performance impact as well as user satisfaction.
- #19 Complex Application Delivery Architectures – application delivery is now comprised of a wide variety of IT components, and this list continues to grow to include not only services, locations, databases, on-premise equipment, cloud, various architecture, physical and virtual servers, mobile and other devices, and distributed networks, but also microservices and containers.
- #20 A single issue within the digital application or service delivery can degrade the entire Digital Experience, and can affect other components of the chain, causing a cascading degradation and sub-par experience.
- #21 How does enterprise IT deals with the complexity of managing the Digital Experience (DE)? Let’s consider the pitfalls of the typical management approach. Traditionally, IT deployed multiple monitoring tools to monitor each domain, one or more tools for the network, infrastructure, the application, the servers etc. In this approach you end up with dozens of disjointed tools each separately monitoring each domain, often showing no issues, while the end users still complain of poor app performance or service. The result is typically a finger pointing situation where each domain lead will claim that their respective area is not causing the issue while the problem remains unresolved. Why is this approach ineffective in managing DE? The reason is that point solutions are not designed to talk to each other and while they are adequate at monitoring one specific domain, they were never designed to look at the whole system collectively. In order to quickly identify the root cause of an issue, you need the ability to link several detected events that may not individually identify the problem but collectively point to the cause of the degraded of DE.
- #22 Not all Digital Experience Management solutions are the same. Riverbed has some key differentiators that make is stand above the rest.
- #23 22
- #24 An effective Digital Experience Management solution must be unified in its high-definition data gathering, analysis, monitoring, and measurement in order to provide proactive problem detection which drive to faster resolution times. The solution must capture granular data of all types and have the ability to provide actionable analytics and insights to different types of corporate audiences.
- #25 Riverbed SteelCentral is unique in the market place fro many reasons, here are the key differentiators: First, we measure the business impact of poor DEM, provide rapid root-cause analysis, and guide remediation for fast problem resolution, Second, we capture data and transactions from all end-user devices, networks, infrastructure all the time at the most granular level for 100% effective Root-cause Analysis, Third, we offer integrated and role-specific performance insights, blending & correlating analysis from all domains, providing a one-stop solution for managing DE, and Finally, we integrate tightly with other Riverbed solutions where SteelCentral performance insights, guide fixing, optimizing and prioritizing application and network performance by SteelConnect (SD-WAN), SteelHead (WAN Optimization) and SteelFusion (Edge IT).
- #26 What are the next steps to successful Digital Experience Management?
- #27 How can you pursue an effective Digital Experience Management strategy? Follow this checklist: 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!!!
- #28 There are a variety of Riverbed assets available to help you with your DEM strategy. Download the Riverbed DEM Whitepaper, try out Riverbed SteelCentral Aternity or SteelCentral AppInternals, read through more details on Riverbed’s DEM solutions, and read analyst whitepapers like the EMA’s “Best Practices for Successful Digital Experience Management.” Please click on any of the educational assets listed or visit: https://www.riverbed.com/solutions/digital-experience-management.html
- #29 Thank you. To learn more, visit http://www.riverbed.com.