Web

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

Mobile wins the digital stakes on Melbourne Cup day

It’s the race that stops Australia. TAB claims they handle 3000 transactions per second at the peak of the betting splurge – across desktop and mobiles in all parts of the country. You can imagine, preparing for peak digital performance is a major priority for all betting agencies at this time of year. Let’s do some testing and see what we find As usual, my interest in how digital businesses… 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

2016 Presidential Debate #1 Stream Report: The Digital Disruption of Politics

Last night was reportedly the most watched presidential debate ever. Some are estimating over 100- million viewers watched Hillary Clinton and Donald Trump go at it. I set up some Dynatrace Synthetics tests to compare the sites that would be live streaming the debate. I monitored from nine locations across the US, every five minutes, using both a Chrome and IE browser. I divided the tests into two… 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

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

When mobile friendliness defeats mobile performance!

Recently, someone asked me the following question: “Can you explain to us why the same page, optimized to be mobile friendly, takes 4.5 seconds to open on the desktop Chrome browser, but takes almost 15 seconds on the mobile Chrome browser”. So I checked to see if they had followed the three basic rules everyone should follow when creating something mobile-specific whether it is a native mobile app or like in this… read more

Dynatrace Perform 2017 Digital Performance Management conference date announced: February 7 – 9, Las Vegas

The fourth annual Perform 2017 conference takes place February 7 – 9 2017 at the Cosmopolitan Hotel in Las Vegas! Two-and a-half days, 60+ sessions, 75+ industry thought leaders, and over 100 hours of training. We are scheduling speakers and creating an agenda that you don’t want to miss! Last year’s presenters included executives from over 60 Dynatrace customers like Nordstrom, American Express, TUI, Verizon, Panera, Luxottica, and Sherwin Williams! Want to attend Perform 2017… read more

Brexit Crunch on Financial Services Sites

With the Brexit decision over, financial markets are reacting to Britain’s decision to leave the European Union.  Below is a view showing the performance of various financial services websites, aggregated by industry and country. The most immediate impact has been with UK based brokerage sites.  The team at Dynatrace proactively monitors hundreds of financial services sites as part of our Benchmarking practice.  The chart below shows how… read more

5 tips from Dynatrace 2016 Digital Experience Report

Dynatrace recently released its annual Digital Experience Report comparing the digital experiences offered by leaders in seven industries. You can watch the webinar or read the report to find out who the leaders are in your industry. Beyond identifying the leaders, the report dives deep into performance analysis to give you some ideas on how to improve.  In this post, I will highlight my top 5 tips for improving performance collected from the… read more