Digital experience

Monitor, analyze, and optimize customer experience with an enhanced 360-degree view of every single user journey

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The BEST Digital and Application Performance Customer Stories from Perform Days

We’ve just wrapped up first round of EMEA and Asia Pacific Perform Days, talking with over 1,500 customers across 18 cities. There were so many extraordinary customer stories I wanted to share, and these are only a few of the highlights from the events I could attend. It really didn’t matter what country we were in, or what industry the customer was from, everyone understood the importance of digital and application performance. read more

Is perceived experience reality?

Let’s run a pretend test together. Imagine a run-of-the-mill landing page with 300 words, minimal design, and a registration form. We’re really interested in which day of the week and at what time is ideal for sending prospects to this page to convert. We proceed with the following: We run coordinated pushes at certain intervals throughout the week and discover that conversions are abysmal on Friday afternoon and… read more

Video: Digital customer experiences in the age of faceless organisations

What happens now that customer experience has shifted from something that’s easily defined and measured, into a matrix of complex measurements? How do you prioritise what experiences to measure and what role does digital performance management play in customer experience? In my keynote at Dynatrace’s Perform events in Asia Pacific, I tackled some of these challenges that make it very difficult for organisations today to create a great customer… read more

Perceived render time – You take the blue pill; you believe whatever you want!

Perception drives end-user experience.  Ryan Bateman and I came across a very interesting article by Bryan Gardiner in Wired Magazine describing some of the science around waiting for a page to load.  At Dynatrace we are REALLY passionate about this and got to chatting about it.  We constantly talk to customers about best practices when it comes to measuring customer experience and what users perceive and Google engineer Ilya… read more

Automated Optimization with Dynatrace AppMon & UEM

Most Application Performance Management (APM) tools became really good at detecting failing or very slow transaction, and giving you system monitoring and code level metrics to identify root cause within minutes. While Dynatrace AppMon & UEM has been doing this for years, we took it to the next level by automatically detecting common architectural, performance and scalability patterns for every single transaction and user interaction with your application. read more

How website & application performance impacts customer experience & loyalty

I had the opportunity to present how website and app performance impacts customer experience as part of the Sitecore Digital Survivor Series. For those that missed the session I have summarised some of the key outtakes in the blog below. For those that prefer watching it you can do that right here: It’s a long post so I’ve used anchor menu links so you can… read more

Best Western: Scrappy Digital Transformation

I recently wrote an article for Forbes on Best Western Hotels and Resorts’ digital transformation efforts. For this article I interviewed its Chief Digital Officer Greg Adams and Chief Marketing Officer Dorothy Dowling. There were two sides to this digital transformation story. The most visible: its customer-facing efforts, including virtual reality as part of an overhaul of its web presence. But behind the scenes, its digital… read more

Personalization: The Impact on Ecommerce Customer Experience

The generic customer journey is dead. One size no longer fits all – for both B2C and B2B customers. So how do you make a customer feel special when the internet has all but eliminated differentiating by product or price? According to Gartner, the delivered digital customer experience must be the key differentiator for your organization.1 So it’s no surprise that one of the top initiatives for retailers is… read more

What to do about Ad blocking impact on customer experience?

Economists have written about the law of unintended consequences. This is the theory that the actions of people, governments, and industries always have effects that are unanticipated. Whether it’s the too-quiet Airbus A380  or cell phones and bananas, unexpected outcomes often happen in pursuit of other goals. One of the latest examples of this is the emerging impact of ad blocking technology on the digital media industry. It’s… read more

10-minute digital experience health check of our new Dynatrace website

Yesterday we completely refreshed and relaunched our website. I’m in Asia this week, so I woke up early to check everything was OK overnight. This blog is a simple overview of what I looked at, step by step, as I drank my morning coffee. I’m not in the development team, I’m just one of the stakeholders who cares deeply about our website performance. In just 10 minutes I am reassured that… read more