A New Approach for Digital Performance
Creating one perspective to align business & technology objectives
August 26, 2015

Nicolas Robbe

Share this

As Kristopher Baxter from Netflix wrote in a recent post, “high performance is not an optional engineering goal – it's a requirement for creating great user-experiences.”

As a CMO, I could not agree more. In fact, I would even argue that for the business, application performance is only relevant if it correlates to meaningful user experiences and conversion metrics. The most common challenge hindering companies from realizing the full promise of application performance solutions has been the lack of a common language, and business-relevant metrics to measure monitor and set targets for customer experiences. The organizational divisions that separate development, IT operations and business teams have led to varied and disparate perspectives on end-user experience, how performance impacts business, and the level of investments needed to consistently excel.

After all, if development or IT teams can’t share a perspective on the end-user experience with marketing or eCommerce teams, how possibly can these groups effectively collaborate to create and execute a unified, cohesive plan to consistently improve what the business cares about?

Everyone understands that apps now drive business success, and that all parts of the organization share responsibility for ensuring that application performance is up to the challenge. But to really move beyond the traditional APM mindset, where performance is seen as a technical problem, marketing and business leaders across global industries are in need of new approach to monitoring. An approach that starts and end with the user experience.

Enter the Customer Experience Cockpit

It is one thing to gather data and intelligence about digital elements that affect end-users' experiences, whether those users are internal or external customers. But making it easy for everyone to view, trust, interpret, digest and put it to good use is quite another.

One approach that every digital organization should adopt is establishing a shared “Customer Experience Cockpit” where Digital business owners, development and IT operations can collaborate on a shared, real-time dashboard focused squarely on end-user experience. Think of it as a NOC focused on metrics the business cares about. What digital businesses have lacked for a long time is graphical, real-time view of their users' satisfaction — not just binary pass/fail metrics or page views. What is needed is an easy-to-consume, holistic view into individual end-to-end experience that offers easy detection and quick response to changing demands of their users.

Actionable intelligence on end-user experience, shared with business and technology leaders in a way that is meaningful to all has always been a key focus area for Dynatrace.

Here are the three keys of an effective customer experience cockpit:

1. A simple, real-time customer satisfaction metric or “index” that correlates million of performance measurements, and and each user individual context, like which phone they use or connection they are on, to estimate how each one perceives their experience.

2. Explorative analytics to quickly identify which patterns are problems. Is it users in a specific state or country? Is it a specific type of phone or browser causing the issue? Is it a specific landing page causing an issue?

3. Unified data, that contains the high level customer experience information, correlated with the associated deep technical data, so that any customer experience issue can be investigated, understood and resolved in minutes, not days or weeks.

The future success of digital performance management will be cemented in its ability to transform data into actionable insights in the most efficient, meaningful manner possible for all participants. By sharing this knowledge in a way that makes sense to every stakeholder in light of their varied missions, tomorrow’s leaders will have an unshakable advantage as they work to meet end-user expectations and their organizations competitiveness in the evolving digital economy.

Nicolas Robbe is CMO at Dynatrace.

Share this

The Latest

February 26, 2024

SAP is a tool for automating business processes. Managing SAP solutions, especially with the shift to the cloud-based S/4HANA platform, can be intricate. To explore the concerns of SAP users during operational transformations and automation, a survey was conducted in mid-2023 by Digitate and Americas' SAP Users' Group ...

February 22, 2024

Some companies are just starting to dip their toes into developing AI capabilities, while (few) others can claim they have built a truly AI-first product. Regardless of where a company is on the AI journey, leaders must understand what it means to build every aspect of their product with AI in mind ...

February 21, 2024

Generative AI will usher in advantages within various industries. However, the technology is still nascent, and according to the recent Dynatrace survey there are many challenges and risks that organizations need to overcome to use this technology effectively ...

February 20, 2024

In today's digital era, monitoring and observability are indispensable in software and application development. Their efficacy lies in empowering developers to swiftly identify and address issues, enhance performance, and deliver flawless user experiences. Achieving these objectives requires meticulous planning, strategic implementation, and consistent ongoing maintenance. In this blog, we're sharing our five best practices to fortify your approach to application performance monitoring (APM) and observability ...

February 16, 2024

In MEAN TIME TO INSIGHT Episode 3, Shamus McGillicuddy, VP of Research, Network Infrastructure and Operations, at Enterprise Management Associates (EMA) discusses network security with Chris Steffen, VP of Research Covering Information Security, Risk, and Compliance Management at EMA ...

February 15, 2024

In a time where we're constantly bombarded with new buzzwords and technological advancements, it can be challenging for businesses to determine what is real, what is useful, and what they truly need. Over the years, we've witnessed the rise and fall of various tech trends, such as the promises (and fears) of AI becoming sentient and replacing humans to the declaration that data is the new oil. At the end of the day, one fundamental question remains: How can companies navigate through the tech buzz and make informed decisions for their future? ...

February 14, 2024

We increasingly see companies using their observability data to support security use cases. It's not entirely surprising given the challenges that organizations have with legacy SIEMs. We wanted to dig into this evolving intersection of security and observability, so we surveyed 500 security professionals — 40% of whom were either CISOs or CSOs — for our inaugural State of Security Observability report ...

February 13, 2024

Cloud computing continues to soar, with little signs of slowing down ... But, as with any new program, companies are seeing substantial benefits in the cloud but are also navigating budgetary challenges. With an estimated 94% of companies using cloud services today, priorities for IT teams have shifted from purely adoption-based to deploying new strategies. As they explore new territories, it can be a struggle to exploit the full value of their spend and the cloud's transformative capabilities ...

February 12, 2024

What will the enterprise of the future look like? If we asked this question three years ago, I doubt most of us would have pictured today as we know it: a future where generative AI has become deeply integrated into business and even our daily lives ...

February 09, 2024

With a focus on GenAI, industry experts offer predictions on how AI will evolve and impact IT and business in 2024. Part 5, the final installment in this series, covers the advantages AI will deliver: Generative AI will become increasingly important for resolving complicated data integration challenges, essentially providing a natural-language intermediary between data endpoints ...