customer experience

What’s new in Dynatrace University 1 of 3: Our own digital transformation story

Recently, we’ve made some significant improvements to Dynatrace University (DTU), based on customer feedback along with information gathered electronically from actual customer experiences, and based on our own digital transformation. We had three goals in mind: innovate, optimize customer experience, and modernize our operations. Of course, since these are the same pillars that Dynatrace itself is built on, it made sense that this is also how we should align DTU. read more

Customer complaint resolution in today’s digital multi-channel world!

I have seen many companies struggle to find out what issues may be driving customer complaints when they come in to a support or service center, and today’s digital multi-channel strategies do not make it easier. With customer complaints, the following question always surfaces: Is the complaint because of a technical issues or is it something else? To get visibility into technical issues many companies have tried web session recording… read more

5 Starter Tips to Deliver Outstanding Salesforce Commerce Cloud/Demandware Performance

As a certified Salesforce Commerce Cloud LINK Technology Partner we provide  a broad  range of Commerce Cloud customers with Synthetic and/or Real User Monitoring insight into the performance of their applications and associated customer experiences. This wealth of data enables us to provide insight into trends, pitfalls, and best practice for Commerce Cloud implementations that are based on quantitative data. We also have access to our own… read more

Have you been taking DNS monitoring for granted? Not today!

DNS Incident, Friday, October 21, 2016 Update: 5:30pm EST, November 9, 2016 Andi Grabner provides some great insight in how DNS issue harm applications.  This is a must read. Analyzing DNS Outage Impact on 3rd party Applications Update: 9:30am EST, October 26, 2016 The dust is still settling from Friday’s DDoS attack.  Cogeco Peer 1 provided an interesting infographic highlighting some of factors which businesses need to… read more

10 Tips to Deliver Outstanding Liferay v7 Performance

While the words “Digital Transformation” can mean many things, in the case of Liferay, we regularly see how organizations have transformed and enriched online journeys and experiences for their customers and employees by unlocking rich data, information, and applications hidden deep within their IT department. This feat should not be understated because, as Forrester points out, the challenge of integrating numerous and complex back-end systems and data sources poses a real… read more

Digital CX Summit – 2016 Conference Highlights

Welp, it’s been a few weeks since the Digital Customer Experience Strategies Summit in Chicago, IL. If you haven’t had the chance to attend, the show is about advancing the digital customer experience sector. Topics discussed to improve CX include; journey mapping, digital integration, analytics, omni-channel strategies, personalization, design and loyalty programs. I decided this year to wait a bit on my post-event wrap up as… read more

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

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

Pokemon Go Performance Issues – Gotta Catch Them All

Pokemon Go has stormed onto the scene this past week and the buzz is everywhere about it! However, being so successful in such a brief period of time can have a downside. Reports of players being unable to access services started appearing in relatively short order. Amazon’s CTO jumped into the fray offering their cloud services to help scale NiantecLab’s (creators of Pokemon Go) server-side infrastructure. While the… read more

Measuring the Business Health of the Digitally Transformed Enterprise

How healthy is your business? Or to place the question into a more strategic context: how will digital transformation impact the health of your business? Furthermore, how will digital transformation change the way you measure your business health? Traditional measures of business health depend upon a variety of financial key performance indicators (KPIs). Basic KPIs like revenue and profitability are important, but bean counters over the… read more