Pre-Con Ed: Discover the New CA App Experience Analytics 16.3 - The Omnichannel Experience

World®
’16
Pre-Con Education: Discover
the New CA App Experience Analytics
– The Omnichannel Experience
Harish Lakshminarasimhan – Sr. Engineering Services Architect – CA Technologies
DO4X53E
DEVOPS – AGILE OPERATIONS

2 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
For Informational Purposes Only
Terms of this Presentation
© 2016 CA. All rights reserved. All trademarks referenced herein belong to their respective companies.
The content provided in this CA World 2016 presentation is intended for informational purposes only and does not form any type of
warranty. The information provided by a CA partner and/or CA customer has not been reviewed for accuracy by CA.

Abstract
CA App Experience Analytics is the latest addition to the
CA Application Performance Management portfolio. Join this
session for an overview of how end-user monitoring works
and learn how advanced analytics can uniquely correlate log,
performance and user experience at a device level with full
drill-down into the cloud apps supporting that interaction.
Pre-registration strongly encouraged as space is limited;
pre-registered attendees will be admitted first.
Harish
Lakshminarasimhan
CA Technologies,
Sr. Engineering
Services Architect

Agenda
INTRODUCTION TO THE APP ECONOMY – TRANSFORMING CUSTOMER EXPERIENCES
THE OMNICHANNEL EXPERIENCE
SUMMARY – Q&A
DESIGN – WITH THE CUSTOMER IN MIND
CA APP EXPERIENCE ANALYTICS – KEY CAPABILITIES
WHY CA APP EXPERIENCE ANALYTICS?
1
2
3
4
5
6

The App Economy – Transforming Customer Experiences
…means MORE users, apps, devices and partners EVERY day

“Mobile First” Questions
Who is using our apps?
Where and When are apps used?
What are my users doing with our apps?
What is their user experience?
Can I HELP users get more value?

Customer Experience Is Everything
1 “Forrester: Business Technographics Global Priorities & Journey Survey”, 2015
DRIVE REVENUE, REMAIN COMPETITIVE
69% improve customer experience as top priority 1 1

Success Depends on Organizational Alignment
From “2016 IDC FutureScape CIO Agenda Prediction 4” Bill Keyworth, Jeff Rivkin, November 2015 iDC#US40550115
INFRASTRUCTURE
DESIGN
Operational Performance Digital Performance Buyer Journey
APPLICATIONS/CODE
70% fail
Siloed digital transformation initiatives will ultimately fail due to insufficient collaboration... 1

Omnichannel Experience – Follow the User’s Journey
Application crashes are grouped
together to quickly identify
widespread issues
Drill down to individual crash
incidents to look into the
session events that led to
the crash
Download the crash report for
additional debugging or let CA
App Experience Analytics
symbolicate the crash report
automatically
Line of code the app crashed
can be detected

All business transactions
are grouped together to
provide summary level data
of how each transaction is
behaving, with the ability
to drilldown
Drilldown lists all flagged
sessions related to the
business transaction selected

WiFi Drop error detected during –
Apple iOS error code -1005
All events listed in
chronological order
and can be filtered
Filtered search
on events

Focus on what matters – understand business transactions from the customer perspective
WAN/
WWW
Web Server
Portal
LDAP/AD Data
Grid
Mainframe
Web
Services
Data
Warehouse
3rd Party
Applications
Database
Devices
Apps
Cloud
Apps
Systems of
Record
Mobile App
performance,
behavior, crashes
End-to-end infrastructure, performance management,
Application Network Flow health – Mobile to Mainframe
Slow response times, Application errors
Deep transaction trace / visibility
Router
Firewall
Switch
Load
Balancer
CA Application Delivery Analysis, CA APM
CA APM
CA App Experience Analytics
CLOUD NETWORK FRONT END BACK ENDCUSTOMER
Web/App
Servers
CA APM
ESB
synthetic app checks
End-to-End Visibility Across Technology Stack

Aligning to the Customer Experience Requires Analytics
USER BEHAVIOR & EXPERIENCE
Outside-In View
OPERATIONAL PERFORMANCE
Inside-Out View
Optimize
customer journey
Improve
digital performance
Design
for the experience

Optimize Customer Journey
Measure and Understand Customer Experience

Improve Digital Performance and Availability
Insights into Operations and Performance

Design With The Customer In Mind
Insights into Application Flows, Heat Maps and Crashes

Design with the Customer in Mind
Insights into the Buyer’s Journey and User Experience
26
57.7% Completed first interaction
1
15
Users who started the app Dropped session
Users finished the flow

Greater Insights to Digital Experience
Data Studio & Blueprints
App Experience Analytics

CA App Experience Analytics Key Capabilities
Mobile
Analytics
User Experience Analytics
across web, mobile, wearables
Performance
Analytics
Data Studio
& Blueprints
Flexible dynamic
dashboards
§ Crash analytics
§ User session playback
§ App flows
§ Heat maps
SaaS & on
premise
end-to-end
encryption,
flexible offerings

Why CA App Experience Analytics?
Forrester Research, the Total Economic Impact of APM, April 2015
USER BEHAVIOR & EXPERIENCE
Outside-In View
OPERATIONAL PERFORMANCE
Inside-Out View
Improved User
Experiences
40%Faster resolution times
Collaboration Drives
Increased Productivity
15%Faster development cycles
Up to

Value Proposition
Optimize Your Digital Transformations One User Experience at a Time
For application owners responsible for digital transformations, who need to deliver a five-
star customer experience across web, mobile and wearables, CA App Experience Analytics
provides proactive real-time insights into real user behavior, buyer trends, log analytics and
omnichannel performance
Built on an open, flexible SaaS analytics foundation that uniquely combines user behavior
with operational performance, CA App Experience Analytics provides intuitive reports for
a deeper understanding into your customers’ overall digital experience; by optimizing your
user’s journey, you’ll be better equipped to both retain and attract new customers
resulting in a 15%2 increase of revenue, improve user experience with 40%2 faster
resolution times, and deliver innovations quickly by increasing development productivity by
15%1
Sources:
1 Forrester Research, The Total Economic Impact of Application performance Management (APM) From CA Technologies, April 2015
2 CA ROI business value estimates

Try CA App Experience Analytics Today!
www.ca.com/trials/appexperienceanalytics
SEE WHAT ANALYTICS
CAN DO FOR YOU!
Free 30-day hosted trial
Quickly get started

Customer
Experiences
Using CA AXA and CA APM, our
customers have been enabled
to prioritize focus on critical
impacting crashes over other
issues to support an optimal
user experience and high
productivity
End-to-End
Visibility
CA AXA and CA APM will help
provide end-to-end app
architecture visibility/insight to
app development, operations,
business app owners and
network operations folks
Enhanced Data
Analytics
Leverage differential and
predictive analytics to support
proactive monitoring and
alerting in prod/non-prod
before an actual crash or
decreased performance as well
as help with improving testing
scenarios
Summary
A Few Words to Review

Stay connected at communities.ca.com
Thank you.

Pre-Con Ed: Discover the New CA App Experience Analytics 16.3 - The Omnichannel Experience

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Pre-Con Ed: Discover the New CA App Experience Analytics 16.3 - The Omnichannel Experience