Managing the Customer Experience for Media – Web, Mobile, and Video
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The document is a recording of a webinar hosted by New Relic, focusing on media and video performance metrics and optimization strategies. It covers key performance indicators (KPIs) for backend workflows, mobile app optimization, video quality of service (QoS), viewer engagement, and customer activation. The presentation aims to help media companies enhance user experience and improve subscription conversion rates through data-driven insights.
Managing the Customer Experience for Media – Web, Mobile, and Video
- 1. ©2008–17 New Relic, Inc. All rights reserved. New Relic for Media and Video
- 2. Confidential ©2008–17 New Relic, Inc. All rights reserved 2 Housekeeping Confidential ©2008-15 New Relic, Inc. All rights reserved. Today’s webinar is being recorded. A link to the recording will be emailed to all registrants shortly after. Please be sure to ask any questions via the “questions panel” There will be a brief survey after the webinar for any additional questions or feedback.
- 3. Confidential ©2008–17 New Relic, Inc. All rights reserved Media KPI Framework Page OptimizationBackend Workflow & Service Monitoring Mobile App Optimization Video Player Performance Video QoS Viewer Engagement Content Status Customer Activation 3
- 4. Confidential ©2008–17 New Relic, Inc. All rights reserved Backend Workflow & Service Monitoring 4 Measure KPIs for Ingest, Prepare, Delivery, and End User. Optimize performance.
- 5. Confidential ©2008–17 New Relic, Inc. All rights reserved Media Architecture 5 Audience Content Management Preparation Transcoding Metadata, etc. Services Trial Sign-up Authentication Content Search Recommendation Engine Ingest Delivery Cloud OnPrem Author OVP
- 6. Confidential ©2008–17 New Relic, Inc. All rights reserved 6 Monitor Key Workflow KPIs
- 7. Confidential ©2008–17 New Relic, Inc. All rights reserved 7 Optimize Performance, Diagnose Problems
- 8. Confidential ©2008–17 New Relic, Inc. All rights reserved 8 For things you don’t want to happen, 0 is GOOD!
- 9. Confidential ©2008–17 New Relic, Inc. All rights reserved Page Optimization 9 SPA Support. Improve DOM, OnLoad, and Player Load
- 10. Confidential ©2008–17 New Relic, Inc. All rights reserved 10 Page Load KPIs
- 11. Confidential ©2008–17 New Relic, Inc. All rights reserved 11 SOLUTION 6 | Frontend Optimization – Page Load Page Load
- 12. Confidential ©2008–17 New Relic, Inc. All rights reserved 12 SOLUTION 6 | Frontend Optimization Errors
- 13. Confidential ©2008–17 New Relic, Inc. All rights reserved Mobile App Optimization 13 Fix Crashes, Reduce Player Load Times, Understand HTTP/API Requests, Manage Versions
- 14. Confidential ©2008–17 New Relic, Inc. All rights reserved Optimize App Performance 1414 Player Content Ads App
- 15. Confidential ©2008–17 New Relic, Inc. All rights reserved 15 Fix Mobile App Crashes (Before, During Play) Crash Analytics
- 16. Confidential ©2008–17 New Relic, Inc. All rights reserved Video Player Performance 16 Player Load Time, TTFF, Player Errors
- 17. Confidential ©2008–17 New Relic, Inc. All rights reserved 17 Player Performance KPIs
- 18. Confidential ©2008–17 New Relic, Inc. All rights reserved Video QoS 18 Exits Before Video Start, Buffer Ratio, Bitrate Changes, etc.
- 19. Confidential ©2008–17 New Relic, Inc. All rights reserved Video Monitoring Visibility to Video QoS and Demographics • Improve engagement via faster video start times • Enhance customer experience and increase watch time 19 Identify bitrate changes to optimize renditions Calculate buffering ratioCatch and fix errors
- 20. Confidential ©2008–17 New Relic, Inc. All rights reserved Viewer Engagement 20 Users, Views, Titles
- 21. Confidential ©2008–17 New Relic, Inc. All rights reserved Live Video Consumption: Content & Usage 21
- 22. Confidential ©2008–17 New Relic, Inc. All rights reserved Content Status 22 Search Availability and Performance, Most Watched, Carousels
- 23. Confidential ©2008–17 New Relic, Inc. All rights reserved Content Status: Customer Search 23
- 24. Confidential ©2008–17 New Relic, Inc. All rights reserved Content Status: Most Watched 24
- 25. Confidential ©2008–17 New Relic, Inc. All rights reserved Carousels: Effectiveness 25
- 26. Confidential ©2008–17 New Relic, Inc. All rights reserved Carousels: Summary View 26
- 27. Confidential ©2008–17 New Relic, Inc. All rights reserved Stream Origin 27
- 28. Confidential ©2008–17 New Relic, Inc. All rights reserved Customer Activation 28 Subscription Funnel, Trends
- 29. Confidential ©2008–17 New Relic, Inc. All rights reserved Customer Activation Focus on Subscription Customer Journey & Usage • Optimize subscription sign-up – availability, performance, and quality of each step • Understand impact of offers and campaigns • Track and improve trial to subscribe conversion rate • Monitor user demographics and usage 29 Track and improve trial to subscribe conversion rate Optimize subscription sign-up Understand impact of offers and campaigns
- 30. Confidential ©2008–17 New Relic, Inc. All rights reserved Media KPI Framework 30 Bringing it all together. AKA – Start Here.
- 31. Confidential ©2008–17 New Relic, Inc. All rights reserved 31
- 32. Confidential ©2008–17 New Relic, Inc. All rights reserved Corporate KPIs • DOM Readiness • Page Render • Apdex • Mobile Crash Rate Sample KPI Facets • Geography • XYZ Business Unit • XYZ Product • Content Name • Content Genre • Media Type • Device Type • Device Viewer • Mobile Platform • Carrier • Website Name • Page Name • Browser Type • Error Type • Application Name • Cloud Provider • Success/Fail Reason KPI One-Pager 32 Application / Infra • Apdex • Availability • Throughput • App/API/DB Response Times • Error % • Memory Footprint • CPU Workload • Disk Workload • Network Throughput DevOps • Builds • Commits • Deploys • Errors • Support Incidents • MTTR Web • Session Count • Session Duration • Page Views • DOM Readiness • Page Render • Error % • Apdex Mobile • App Launches • User Counts • Load Time • Response Time • Crash Rates • Crash Locations • Error Rates (HTTP, Network) • API Errors • Session Duration Video • Video Play Count • Video Play Duration • Video Bitrate • Video Buffering Time • Video Success Rate • Errors (Video, Ad) Trends • Active Users • Content Views • Session Duration Advertising • Impressions • Reach • Clicks • Click-throughs • Revenue (made, loss)
- 33. Confidential ©2008–17 New Relic, Inc. All rights reserved Focus on Business Goals 33 Impressions Share of Audience Subscriptions INCREASE INCREASE INCREASE
- 34. Confidential ©2008–17 New Relic, Inc. All rights reserved New Subscription Sign-up Journey 34 What Do We Want to Capture? Device/Browser Referrer Trial Type Customer ID Zip Code Payment Method Title Video Start Errors Bitrate Buffer Ratio
- 35. Confidential ©2008–17 New Relic, Inc. All rights reserved View Content Journey 35 What Do We Want to Capture? Device Referrer Search Term Content Title Bitrate Video Start Buffer Ratio Errors Ads Viewed Social Network Views/Session
- 36. Confidential ©2008–17 New Relic, Inc. All rights reserved FUTURESTACK.COM ©2008–17 New Relic, Inc. All rights reserved#FutureStack DIGITAL INTELLIGENCE AT CLOUD SCALE NYC | SHERATON TIMES SQUARE | SEPTEMBER 13-14 NEW RELIC’S FLAGSHIP USER CONFERENCE 36 Malcom Gladwell Author & Journalist Lew Cirne New Relic CEO & Founder • Digital Moments of Truth • Monitoring Your Dynamic Cloud & Application • Devops in the Enterprise • New Relic Product Trainings & CertificationRay Wang Principal Analyst & CEO Constellation Research FOUR INFORMATIVE TRACKS FOR MODERN IT PROFESSIONALS ACCLAIMED SPEAKERS AND INSPIRING CUSTOMER STORIES Early Bird and Alumni Pricing Available!