1 > Ann Sung Ruckstuhl, @annruck
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Ann Sung Ruckstuhl, @annruck
High Performance
CustomerExperience
ITPerformance
Business Outcome
Analytics
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1% Sales
$880M $45M
0.2% Searches
@ 1 Second
2% Conversion
$244M
Gartner, Walmart
5
“eCommerce” MASLOW
Smart
Fast
Easy
Secure
Functional Physiological
Safety
Love/Belonging
Esteem
Self Actualization
What impact does performance have on my business?
SOASTA
2.5 Seconds
Nordstrom’s “Magic Number” is 3 Seconds
Nordstrom
What’s Your Magic Number?
• Impatient consumers
• Spiky demand
• Mobile & IoT
• Dependency on 3rd parties
• Complex technology
• Lack insights & control
“CRISIS”
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Spiky Demand Is Here to Stay
Seasonal Holidays
Manufactured Holidays
12
33%
of orders came from a mobile
device
Shopify
13
Google, SeeWhy
90% People who move between devices to accomplish a goal
2.6 Average number of devices used by a shopper during a single transaction
6.2 Number of visit an average shopper makes before buying
97% Mobile transactions abandoned
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o 18 = Average Number of 3rd Party Calls Per Page
o Third party content can make up > 50% of page requests
my
Layer 6Presentation Layer
Layer 4Transport Layer
Layer 2Data Layer
Layer 7Application Layer Layer 5 Session Layer
Layer 3Network Layer
Layer 1 Physical Layer
Technology Stack Getting More Complex
SPA
CDN
Payments
Clouds
Social
Carriers
CRM
Marketing Advertising
APM
Devices
Network
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Smart
Need Insights & Control
DATA SCIENCE TO THE RESCUE
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20
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What’s the “real” performance outcome? Now?
What if page load time went down to 3 seconds?
Show Me the Way with Predictive “What If’s”
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Performance = CX + Business Outcome + IT Performance
Measure Every user experience
and outcome
Test Continuously checkfunctionality & load
Optimize Prioritize improvements using ROI
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Test your strength "
www.soasta.com/cpi
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• Know your performance baseline (CPI)
• Embrace a digital performance culture
• Establish shared performance KPIs
• Correlate User Experience, Business & IT metrics
• Identify patterns & optimize “smartly”
Visit Us @ Booth 418
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