Unlock The Power Of Real-Time Performance Data With Business iQ - AppD Global Tour Stockholm

Editor's Notes

• #3: Good afternoon thanks for joining us, I appreciate you have been taking the time. My name is Stefano Mazzone I am the Business iQ product specialist for EMEA. Let me introduce the agenda for the session…. <click>
• #4: So, I will cover some of the challenges that most online digital companies face today, then I am going to introduce Business iQ and will see some of the use cases that it helps solve. We will then dig into one use case and have a demo. I will wrap up with some tips and leave some time for Q&A <click>
• #5: The more digital your company is, the more digital you are trying to become, your applications are inseparable from your business. Customers are expecting a seamless experience and when they don’t have that they either abandon or delete the app or even worst leave for a competitor where they get a better user experience. And the thing that we found out in the market was that typically the tools that are used to run the business and the tools that are used to manage and monitor the applications are separate tools, there are separate teams, separate set of data that are siloed and having those siloed can’t solve the business problems with that context. The business in their BI tool can see that something wrong is going on. Conversion rates are dropping! But they don’t necessarily know why that’s happening. The minutes they see sales dropping, somebody is going to ask the question: why? At this point nobody know if that is because of the application performance of not. And on the application side, with traditional APM tools, you might see that response times are rising, But, you don’t know how that is necessarily impacting the customers or what that has to do in terms of business impact. So, Business iQ… <click> ------------------- With fragmented insights – it’s impossible to actually drive the business. Without context of the application performance to business insights, you can’t move fast enough to win customers. From left, business insights Traditional BA tools deliver weekly or monthly reports – and newer tools can tell you ‘WHAT’ is going on with the business……but not ‘WHY’ Yes, conversion rates are dropping… But they cannot tell you why. And Application insights give Operations and Application Teams Application performance insights…but they’re not sure how it’s specifically impacting the business Today, application and business performance are more entwined than ever. To move faster than your competition, you need to know what is happening and get to “why” to move fast. You can see here, that without APM insight, it could take a long time to understand if the issue is APM related, or business related. Whats missing? Context.
• #6: Business iQ….brings these data together and provide context to know what's happening and why. Business iQ gives immediate, clear, actionable correlations between application performance, user experience, and business outcomes. It helps understand how application performance impacts your customers and business. Are those conversions rates dropping because of an application performance issue? In this example, we found with the data we have in AppDynamics, that the new payment processing API is performing slowly for a specific subset of customers. Business iQ provides that context to know what's going on with the business, what’s going on with the application and gives you the ability to drill all way down into the line of code that was running when the issue happened. So that you can fix it and get the business back to normal quickly. But at this point we still only being talking about this from a kind of troubleshooting perspective what we really want is to be more proactive. So this context that drive the action… <click> ------------------------ What if you could bring these data sets together in real-time, To be successful in a world where customers are won or lost EVERY MOMENT, you need to know the circumstances that form that customer experience. Knowing what is happening but not why, means that you only understand part of the problem. Context gives you that multilayered cross-correlation of data flowing through the application and business performance indicators and end-to-end business processes. Context can tell you WHAT is happening in your business and WHY. Here you can see that conversation rates are dropping, you immediately know it’s the payment processing API. You can eliminate the need to triage for days and weeks to understand if it’s pricing or some other issue impacting conversion rates. How is that going to help your organizations?
• #7: Also drives additional opportunity. So it’s identifying the lowest level bottleneck that you can in terms of your application performance to drive additional revenue back to the business. So what transactions could you improve to increase either the traffic on your site or optimize conversion rates? So it’s looking at things holistically from an application performance and how that can affect the business performance. <click> ---------------- If we look at the same things from a different angle: you can also take that same transaction data – that you use to look at identifying issues……. to NOW identify OPPORTUNITIES I know that if I can improve the performance of this specific transaction……it will help drive additional loan approvals, page visits, leads, improved conversion rates, whatever drives your business! ===================== I can sort and filter that data to look for specific transactions that allow me to ‘PINPOINT’ my efforts to help optimize the business. Giving me that ‘real time’ needle in the hay stack that no one else can offer. I know that if I can improve the performance of this specific transaction……it will help drive additional loan approvals, page visits, leads, improved conversion rates, whatever drives your business! Context means that you can avoid immediate the immediate risks of loosing a customer but know what is happening and why in your business. but it also helps you identify opportunities…
• #8: These are some of the Business IQ use cases that we are starting to see that are very prevalent out of our customers. These are not vertical specific. So apply across different industries. User Journeys : Basically we kind of mapping out what the customer steps are to move through the application. And have the ability to understand at each step not just application performance but also business performance. Business Health : This use case is more focused on the business side of things. Business volume metrics, how many users, number of orders, total revenue, conversion rate, etc. Whatever those KPIs are for your business this is the view of Business performance correlated with app performance data. Segment Health: It is really the ability to kind of slice and dice or combine that data on multiple dimensions we see. It is the ability to aggregate business and performance data and segment that for different dimensions. It can be segmenting by line of business, by product, by highest error rate, by user experience, by geo location, device type, etc. Release Validation: This use case can manifest itself in few different ways. It can be just release 1 versus release 2. When you do want to prove that you had positive business impact expected with the application. It can also be applicable in a blue/green environment where you are comparing those. We are also seeing this quite a bit from a cloud migration perspective. It gives customers the ability to understand the performance of their application pre and post migration. Business Journeys: With Business Journey, we take User Journey one step further. What we are doing is correlating a true business journey spanning multiple applications end to end. Biz Journey provide end to end response time and details at each step of the process. So if you think about a loan application, that may be the first step where an end user is submitting a loan. But, once the user leave that application, the process likely carry on and go through multiple other steps. It may go through document verification. The process may take days or more to complete. With Biz Journey you can track end to end the process<click> --------------- For each use case (You could cover multiple different industries in that way) What’s the use case, how is it useful for different personas, example from an industry
• #9: Now that we know more about the typical Business iQ use cases we’ll dig into one in more details. Lets see how we typically approach at AppDynamics Business iQ User Journey. Let me give you some suggestion on how you could implement User Journey use case within your company. These are high-level steps that we go typically through when engaging with customers. <click> All start with involving your business team, understanding what is critical to the business, <click> identify relevant Biz KPIs. <click> Mockup dashboards preferably during a whiteboarding session. <click> Identify the source for metrics. <click> Data Collectors and <click> eventually build dashboards. <click> Last but not least validate the dashboards with the business and making sure we provide value.I made this mockup during one of the Business iQ workshop we delivered to one of our customer. At that time we were scoping with their business team what was critical to them and the relevant KPIs to monitor from a Business angle. <click>--------------------------
• #10: These were the requirements we collected from online eCommerce business team.$ of orders, avg time for orders, % of defective orders,, dropoff rate and conversion rate… I guess you had enough slides… ☺ lets have some hands on…let see how this translates in practice … <click>
• #12: I’d like to give you some suggestion or essentially some tips for success with user journey:<click> Identify key steps for the Journey <click> Have the right set of BT – BRUM pages defined <click> Have data collectors configured to extract data required <click> Have a unique identifier that could be used to stich every step of the journey. With this, let me wrap up our session with a reference <click>
• #13: Carhartt , the famous apparel company, use Business iQ. Business iQ, at Carhart, is a direct lens into the health of their entire digital shopping journey in real time.By the way Carhartt CIO has been honored as a 2018 CIO 100 Award Winner by CIO.com He has acted as an Agent of Transformation within is company and this is how he defines Business IQ: <<a vehicle for both Biz and IT to collaborate from a single source of truth>>.It's now your turn! Get your seat at the table with your business team ....it’s your chance to become an agent of transformation…. <click>
• #14: I'll open up for questions...
• #15: Thank you!
• #16: User Journey : It measures how business components and customer experience come together to drive top-level KPIs Basically we kind of mapping out what the customer steps are to move through the application. And having the ability to understand at each step where the bottlenecks are not just from an application perspective but also from a business perspective. Also being able to see how at each step application performance impact conversion rates. Capabilities: CIO / Business (see Carhartt CIO!!)  End-to-end metrics on specific business events correlated with a customer journey. IT Ops:  Use critical metrics to inform Biz and Dev partners with conversion Analysis. Visualize and understand the drop-off rate at each step. Dev: Understand how your service is impacting larger business processes, optimize impactCarhartt, the U.S.-based apparel company, not only increased end user experience of their online store they also improved the collaboration between business product owners and IT teams. <Click>Help companies understand performance metrics and business impact of a sequential order of customer events.
• #17: Business Health: This use case is more focused on the business side of things. Business volume metrics, how many users, number of orders, conversion rate, revenue. Whatever those KPIs are for your business it is the view of that. And again there are also other way we can combine those data, For example by brand, by line of business or by product, as long as that metadata is available in the transaction context we can collect it and use it to slice and dice. But again we don’t want to look just at business performance. We want to understand the context of that. So basically we show business performance along with application performance. Capabilities:CIO / Business: Alert on real-time business metrics IT Ops: Correlation of application and business performance for key business transactions Dev: Measure impact on users as a result of poor or high performing applications - write higher quality code as a result A large Financial advisor company uses Business IQ to get more insight into incidents within the conversion funnel, to understand the impact to the business and proactively detect degradation in service. Business iQ helped them to build an “Early Warning System” for enrollment that proactively detects and alerts Marketing of deviations in business performance <click>Helps company Understand and act on real-time mission critical and strategic business insights to improve outcomes.
• #18: Segment Health:   It is really the ability to kind of slice and dice or combine that data on multiple dimensions we see. This can be examples like customers if you have let us say 80% of your revenue coming from 20% of your customers. In this example you may see you are getting those travel leads from those 5 different companies. It is the ability to aggregate the data and segment that data for specific customers. Although It does not have to be customers. It can be segmenting by line of business, by product, by highest error rate, by user experience, by geo location. Capabilities: VP of XYZ Services / Business:  Manage the health of key customer segments. IT Ops: Identify performance impact on high value segments, for faster troubleshooting and resolution Dev:  Segmented experience insights helps inform better application logic; pinpointed code diagnostics enables faster code fix / debugOne of the largest Airline company uses Business iQ to track customer product interaction and measure feature adoptionBusiness and IT teams gained complete visibility into the user base - technology/device they use, usage trends, etc<click>Helps companies Monitor, control. and prioritize segmented customer experiences to improve SLA, service adoption, and other performance KPIs.
• #19: Release Validation: Helps companies Compare, interrogate, and validate production code releases based on application, customer experience, and business KPIs This use case can manifest itself in few different ways. It can be just release 1 versus release 2. When you do want to prove that you had positive business impact expected with the application. But it can also be applicable in a blue/green environment where you are comparing those. We are also seeing this quite a bit from a cloud migration perspective. It gives customers the ability to understand the performance of your application pre and post migration. Capabilities: VP of XYZ Services / Business: Compare and validate that application releases are driving the intended business results. IT Ops: Real time validation of the impact of application optimization. Dev:  Quantify the impact of feature improvements and bug fixes. Build a case for investment.One of the largest Car Insurance company uses Business iQ to understand performance across their new quoting and claims guidewire applications releases <click>
• #20: Business Journeys: monitor and correlate the data flow across multiple event sources and track the total end-to-end time for defined business workflows So when we talked about User Journey we are looking at just one application or data that happens within seconds of minutes. With Business Journey, we take this one step further, what we are doing is correlating a true business journey spanning multiple applications end to end. So if you think about the loan application example, that may be the first step where an end user is submitting a loan. But, once the user leave that application. The process likely carry on and go through multiple other steps It may go through document verification. Which may take place on other applications and after some days. And then move to Credit Check and Underwriting, where there may be human being supervision. And eventually move to loan approval that could be in another application. This use case gives the ability to stitch all those different applications together end to end and really understand a true end to end business journey so you can understand where the bottlenecks are in the overall business process. It gives the ability to optimize the business. Capabilities: VP of XYZ Services / Business: End-to-end metrics on distributed business events correlated with business workflows IT Ops: Use critical metrics to inform Biz and Dev partners with conversion Analysis. Visualize and understand the drop-off rate at each step Dev:  Understand how your service is impacting larger business processes, optimize impact A large financial company uses Business IQ to monitor end to end their long lasting multi-step loan approval workflow The company has now insight into which users request what type of loan, loan applications, drop-offs, delayed loan.There, Business iQ ingests events from End User Monitoring, Transactions and Logs<click> STORY: Many industries have complex workflows and user journeys that span multiple transactions and other event types such as logs and EUM data. These workflows typically take a long time to manifest and cannot be measured using transactions alone. Business Outcomes are a way to monitor and correlate the data flow across multiple event sources and track the total end-to-end time for defined business workflows. Typical multi-step workflows from different industries include: Payment transfers, credit card approval, and loan approval in financial services industries Cellphone Activation and data recharge (pre-paid) in the Telco sector Insurance application through policy approval and insurance claims approval for insurance companies Order fulfillment