Actionable Analytics: Delivering a Superior Digital ... · 4 Bill Keyworth, Jeff Rivkin, “2016 IDC FutureScape CIO Agenda Prediction 4,” November 2015, IDC#US40550115. 5 Vanson

Actionable AnalyticsDelivering a superior digital experience.

Converging customer, business and technical trends

When you examine the expectations, requirements and complexities, it’s no wonder that so many organizations struggle to connect all the dots that make up the digital user experience.

When it comes to your applications, whether they’re mobile, web, on-premises or in the cloud, you want to make sure they’re consistently delivering exceptional user experiences. And that means ensuring smooth and predictable performance from the front-end user interface (UI) to the supporting application infrastructure and the back-end systems on which it’s calling for data. However, the convergence of customer, business and technical trends has recently made this a more urgent and difficult challenge.

For one, your customers are more demanding than they’ve ever been, and they won’t hesitate to share a negative experience they’ve had with an app on social media. From a technical standpoint, you have many more points of failure, such as microservices, APIs, and containers that join your infrastructure, alongside systems of record. Additionally, running your app requires seamless collaboration across the various groups who touch it—from designers and DevOps to marketers and executives.

90 percent experienced business challenges with digitalization, including resistance to change and lack of in-house skills.

91 percent experienced technical challenges, such as increased complexity, siloed data and speed of technology change.1

ORGANIZATIONS SURVEYED SAY:

1 Vanson Bourne, “Building a Better Digital Experience: Tough challenges, better benefits, and why it all matters,”

Commissioned by CA Technologies, October 2016.

90%

91%

2

99 percent of businesses in the U.S. expect to see an average of 21 percent growth from embracing digital transformation.2

Only 20 percent rate themselves as very good at providing a seamless digital experience across multiple platforms.3

2 Vanson Bourne, “Building a Better Digital Experience: Tough challenges, better benefits, and why it all matters,”

Commissioned by CA Technologies, October 2016.3 Ibid.

How does your digital experience rate?

99%

20%

3

The goal is to collect as much information to tell a clear story about how a given app is performing—and which elements need to be improved to deliver exceptional user experience. This approach takes an unpredictable amount of time, impacts productivity, and often doesn’t reveal the root cause of an issue. Additionally, it’s a reactive way of tackling the challenge. If you’re waiting for comments and reviews to tell you there’s a problem, then you’re putting your brand reputation at risk—not only with the customers writing them, but with every potential prospect reading them too.

Triaging data from a variety of siloed tools, such as application performance management (APM), infrastructure management, crash and mobile app analytics

Relying on the expertise of architects, coders, network specialists and others with specific application expertise

Monitoring customer reviews and support tickets

Delivering exceptional user experience

Organizations have monitored the user experience in several ways such as:

Every connection is an opportunity to delight and win loyalty or deliver a bad experience and risk abandonment.

4

4 Bill Keyworth, Jeff Rivkin, “2016 IDC FutureScape CIO Agenda Prediction 4,” November 2015, IDC#US40550115.5 Vanson Bourne, “Building a Better Digital Experience: Tough challenges, better benefits, and why it all matters,”

Commissioned by CA Technologies, October 2016.

A more holistic view of the digital user experience

Usage analytics that measure user location, retention and experience

Insights into the customer journey from one channel to another

Performance analytics for deep visibility from the user device to the back end

It’s clear that a different approach is required—one that trades in the point tools and siloed analyses for a more holistic, outside-in and inside-out view of the entire digital user experience. To achieve this, your teams—development, operations and the business—need to work together to assemble and assess the big picture. When using siloed solutions, this is easier said than done.

In fact, 90 percent of organizations feel they lack insights into their digital experience, with the top three areas of improvement being:5

Seventy percent (70%) of siloed digital transformation initiatives will ultimately fail due to insufficient collaboration.470%

5

User experience data and KPIs are critical for understanding how users interact with your apps. They measure how users access an app, how frequently they switch between channels or devices, and how often they’re affected by performance issues, errors or crashes.

WHY IS THIS A CHALLENGE? This data is critical to understanding how users interact with your apps and whether bad design, code or infrastructure are impacting their usage and enjoyment of them. However, this data is often split between disparate marketing, performance, and crash analytics platforms, which makes it difficult to assemble actionable insights.

HOW CAN YOU IMPROVE? When you can examine performance, crash and usage data together, you get a complete picture of the user’s journey to and through your application. You can see where their engagement peaked and crested, and use these insights to improve the experience in the specific areas that will impact retention and enjoyment. In addition, understanding how the customer interacts with your app and when and why they encounter issues can help you improve the design and flow of your application for the next release.

Usage analytics that measure user location, retention and experience

6

Insights into the customer journey from one channel to another

Understanding the complete customer journey means monitoring multiple formats, channels and devices—from wearables to mobile apps to websites and everything in between—and extracting insights you can use to improve the user experience.

WHY IS THIS A CHALLENGE? As users move between these various devices and channels during their journey, there are many variables that can impact their experience. For example, they may browse your offerings on their smartphone, but switch to the desktop site to complete a purchase. But what made them switch? Did the mobile app crash? Are the shopping features poorly designed? If this data is spread across different tools and business units, it can be tough to understand what exactly is creating frustration for your users.

HOW CAN YOU IMPROVE? When you combine user behavior data with operational performance metrics, you can better understand how and where your customers are using your apps, and if they encounter a poor experience, determine the root cause of the problem so you can proactively fix it before it affects other users—and your brand.

7

Performance analytics for deep visibility from the user device to the back end

The modern application infrastructure comprises a mix of on-premises legacy systems and data, APIs, and cloud services, creating a complex path for transactions to travel. Understanding how each component performs its duties is key to assembling the bigger picture that is the user experience.

WHY IS THIS A CHALLENGE? With the different elements within the application environment generating their own data, it’s easy to get overwhelmed with the collective noise that they create. Distributed app architectures also present more dynamic environments with accelerated data growth, making it difficult for companies to monitor performance and use data to gain insights. When the end user experience suffers, finding the root cause in the back end is akin to the proverbial needle in the haystack.

HOW CAN YOU IMPROVE? When you marry the outside-in user experience data with the inside-out view of how each element of your application environment is performing, you can quickly find and drill down into specific design, code or architectural issues—from the user device all the way through on-premises and cloud environments. As a result, you’ll know exactly where to focus your limited resources to make the biggest impact on the customer experience.

8

To help application owners and IT operations teams gain a holistic view of the digital user experience, CA App Experience Analytics on Amazon Web Services (AWS) provides proactive, real-time insights into real user behavior, buyer trends and omnichannel performance.

CA APP EXPERIENCE ANALYTICS ENABLES YOU TO:

The CA Technologies solution

When you optimize the customer journey with CA App Experience Analytics, you’ll retain existing and attract new customers, increase revenue, achieve faster resolution times and deliver innovations quickly by boosting development productivity.Improve digital

performance Gain visibility into back-end services and infrastructure on AWS, on-premises and hybrid cloud environments to determine if the issue is with design, code or architecture, and speed triage for an improved user experience.

WATCH VIDEO

Optimize the customer journey Get details on performance across channels to address incidents before they impact users, and improve their experience across web, mobile and wearable devices.

WATCH VIDEO

Design for the user experience Analyze user experience data and determine stickiness based on visits and usage, and enhance application development based on real user insights.

WATCH VIDEO

9

6 CA, “Democracy, Driven by Data: CNN and CA Technologies put the power of data in the hands of the people,” May, 2016.7 CA, “CA Technologies Empowers Organizations to Deliver a Seamless Digital Experience Across Web, Mobile and Wearables with New SaaS Analytics Solution,” September 20, 2016.8 CA, “CA App Experience Analytics monitors, measures and improves the web and mobile end-user experience,” 2016.9 Ibid.

10 Vanson Bourne, “Building a Better Digital Experience: Tough challenges, better benefits, and why it all matters,” Commissioned by CA Technologies, October 2016.

11 CA, “CA App Experience Analytics monitors, measures and improves the web and mobile end-user experience,” 2016.12 Ibid.13 Vanson Bourne, “Building a Better Digital Experience: Tough challenges, better benefits, and why it all matters,”

Commissioned by CA Technologies, October 2016.

Here’s what customers are saying about CA App Experience Analytics

“CA App Experience Analytics definitely has a more advanced visualization than anything we’ve used before, and it’s easier to get an understanding of what the data means.”6

Chris Kilroy, director of client integration and activation, CNN

“CA App Experience Analytics will provide us with the insights into buyer behaviors, crashes and application performance that will enable us to proactively solve any incidents that occur and improve the overall digital experience our customers receive.”7

Francisco Guirado, IT monitoring manager, Produban

Optimize the customer journey

Improve digital performance

Design for the user experience

APP

Increase revenue by up to five percent with faster time to market for revenue-producing web, mobile and wearable apps.11

Retain and attract new customers for up to a 15 percent increase in revenue.8

Reduce costs and increase productivity by cutting crisis staff and developer labor up to 25 percent.12

Improve the user experience with 40 percent faster resolution times.9

1.7 times more likely to enhance app reliability.13

2.3 times more likely to speed time to market for new apps and products.10

10

© 2018, Amazon Web Services, Inc. or its affiliates. All rights reserved. All trademarks referenced herein may belong to their respective companies. This document does not contain any warranties and is provided for informational purposes only. Any functionality descriptions may be unique to the customers depicted herein and actual product performance may vary.

CA App Experience Analytics is a fully integrated app analytics solution that offers app performance management, developer analytics and usage analytics for web, mobile and wearable apps, all in one complete package.

Offered as a SaaS solution in AWS Marketplace, you can access and run CA App Experience Analytics within minutes.

START YOUR FREE TRIAL »

Capture comprehensive view of the digital user experience