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Application Experience Analytics Services: The Strategic Digital Transformation Play for Service Providers

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Application Experience Analytics Services: The Strategic Digital Transformation Play for Service Providers

For more information: Download the white paper, “Five Technologies for the Built-to-Change Business—and How You Can Monetize Them” at: https://www.ca.com/content/dam/ca/us/files/white-paper/five-technologies-built-to- change-business.pdf

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Application Experience Analytics Services: The Strategic Digital Transformation Play for Service Providers

  1. 1. Application Experience Analytics Services: The Strategic Digital Transformation Play for Service Providers Ken Vanderweel MST01T AGILEOPS Advisor, Service Provider Solutions Marketing CA Technologies Amy Feldman Director, APM Product Marketing CA Technologies
  2. 2. 2 COPYRIGHT © 2017 CA. ALL RIGHTS RESERVED#CAWORLD #NOBARRIERS © 2017 CA. All rights reserved. All trademarks referenced herein belong to their respective companies. The content provided in this CA World 2017 presentation is intended for informational purposes only and does not form any type of warranty. The information provided by a CA partner and/or CA customer has not been reviewed for accuracy by CA. For Informational Purposes Only Terms of this Presentation
  3. 3. 3 COPYRIGHT © 2017 CA. ALL RIGHTS RESERVED#CAWORLD #NOBARRIERS Abstract Across your customer base, there’s a clear, compelling need for digital business transformation. There’s also another commonality: Organizations are running into challenges delivering exceptional customer experience as they set out to pursue this transformation. Application experience analytics services are emerging as a strategic way for service providers to help customers gain insights into customer experience that are critical to their digital business transformation. This session will offer an in-depth look at how service providers can profit by delivering these analytics services. The session will detail the requirements analytics services should address, specific service offerings that can be delivered and the approaches different types of service providers can take as they move into this market. Ken Vanderweel CA Technologies Advisor, Service Provider Solutions Marketing Amy Feldman CA Technologies Director, APM Product Marketing
  4. 4. © 2017 CA. Confidential. All rights reserved. 4 IN THE SOFTWARE BUSINESS, EXPERIENCE IS EVERYTHING Fact: 83% of U.S. consumers say having a positive customer experience with a brand is more important than the product itself1 53% of large companies want to be customer experience leaders within three years2 Fact: 53% of mobile site visits are abandoned if pages take longer than three seconds to load3 Fact:
  5. 5. 5 COPYRIGHT © 2017 CA. ALL RIGHTS RESERVED#CAWORLD #NOBARRIERS CA App Experience Analytics has provided more robust performance metrics for development, approval and quality assurance, further improving the quality of the solutions we develop. Anderson Lima, CEO and Founder, Softvaro
  6. 6. 6 COPYRIGHT © 2017 CA. ALL RIGHTS RESERVED#CAWORLD #NOBARRIERS Application Experience Analytics Opportunity Why Demand is Increasing Applications integral, critical to business success ▪ User expectations high. Users expect a flawless experience; 25% will abandon Web app after three-second delay. ▪ Performance issues costly. Poor performance can damage brand, customer satisfaction, revenues, profits, employee productivity. Application experience increasingly critical ▪ Customer experience. Applications shape the customer lifecycle, from lead generation through to sales, and post-sales support. ▪ Employee productivity. Applications power all critical internal business services. ▪ Innovation. Business innovation will require application innovation—94% feel pressure to launch new applications.
  7. 7. 7 COPYRIGHT © 2017 CA. ALL RIGHTS RESERVED#CAWORLD #NOBARRIERS Application Experience Analytics Opportunity Why Demand is Increasing Application experience analytics essential ingredient for digital business transformation ▪ Optimize performance. Application performance offers way to monitor, manage, optimize the end user experience. Spot anomalies sooner and preempt issues before users are affected. ▪ Enhance application code and design. Get granular visibility into user activities, issues and habits, enabling more intelligent enhancements. ▪ Fuel innovation. Gain improved intelligence on customer interactions that fuel improved services, customer loyalty. Gain speed, scale and quality to add new apps, services, capabilities faster, more efficiently. Application portfolios increasingly complex ▪ Multiple platforms. Each app on web, multiple mobile platforms, wearables. ▪ Multiple releases. For each platform, multiple releases need to be supported. ▪ More testing environments. To support DevOps, testing needs to be employed throughout software development lifecycle.
  8. 8. 8 © 2016 CA. ALL RIGHTS RESERVED. CA App Experience Analytics Vision
  9. 9. 9 © 2016 CA. ALL RIGHTS RESERVED. Optimize Customer Journey Measure and Understand Customer Experience
  10. 10. 10 © 2016 CA. ALL RIGHTS RESERVED. Improve Digital Performance & Availability Insights into Operations and Performance IS IT AN ISSUE WITH THE INFRASTRUCTURE, CODE OR DESIGN?
  11. 11. 11 © 2016 CA. ALL RIGHTS RESERVED. Design With The Customer In Mind Insights into Application Flows, Heat Maps & Crash
  12. 12. 12 © 2016 CA. ALL RIGHTS RESERVED. Design With The Customer In Mind Insights into the Buyer’s Journey and User Experience 17 4 Slow loading content cards (out of 29) 3 Drop rates 5 Finished flow Screens navigated on an average
  13. 13. 13 © 2016 CA. ALL RIGHTS RESERVED. Greater Insights to Digital Experience Data Studio & Blueprints App Experience Analytics
  14. 14. 14 COPYRIGHT © 2017 CA. ALL RIGHTS RESERVED#CAWORLD #NOBARRIERS Potential Service Offerings Configuration and setup. Service providers can help with all the efforts associated with implementing analytics. Application wrapping. Wrap each application, adding the code required for data to be generated and captured. Wrap each time a new release of an application is delivered. Service providers can help with wrapping on an ongoing basis. Analytics. Services can include capturing, batching, categorizing, analyzing and disseminating analytics. Customizable, role-based dashboards and reports. Deliver a mix of pre-packaged dashboards. Develop and deliver customized dashboards that are tailored to specific users and roles. Capture, analysis of alerts. Assist with development, setup and ongoing refinement of thresholds and alerts. Handle monitoring, fielding and filtering alerts, and even investigating and remediating issues.
  15. 15. 15 COPYRIGHT © 2017 CA. ALL RIGHTS RESERVED#CAWORLD #NOBARRIERS By delivering application experience analytics services, MSPs can gain a foothold in an expanding market. Application Experience Analytics: Value Across the Organization • Operations. With effective analytics, operations teams get the vital insights they need to track and manage the performance of their applications. • Developers. Application experience analytics can equip developers with details on where users encounter crashes, activity logs that help pinpoint code issues and so on. • Business leadership. Analytics enable business leaders to track and manage customer retention rates, user rankings, completed transactions and more. • Application owners. For application owners, analytics can help fuel improved adoption, engagement and conversions.
  16. 16. 16 COPYRIGHT © 2017 CA. ALL RIGHTS RESERVED#CAWORLD #NOBARRIERS MSP Case Study: Softvaro – Brazil CA App Experience Analytics has provided more robust performance metrics for development, approval and quality assurance, further improving the quality of the solutions we develop. Anderson Lima, CEO and Founder, Softvaro
  17. 17. 17 COPYRIGHT © 2017 CA. ALL RIGHTS RESERVED#CAWORLD #NOBARRIERS MSP Case Study: Softvaro – Brazil ▪ Business – Softvaro specializes in consultancy and outsourcing services for mission-critical applications with high processing and usage volumes ▪ Challenge – In order to guarantee the highest quality of service, Software needed a solution that enabled monitoring of the user experience as well as of a client’s IT environment ▪ Solution – Softvaro has adopted CA App Experience Analytics integrated with CA APM to conduct in-depth analysis and obtain comprehensive data on application usage ▪ Benefit – CA App Experience Analytics, in conjunction with CA APM, ensures total visibility into the performance of applications developed by the company, increasing it’s efficiency and profitability
  18. 18. 18 COPYRIGHT © 2017 CA. ALL RIGHTS RESERVED#CAWORLD #NOBARRIERS
  19. 19. 19 COPYRIGHT © 2017 CA. ALL RIGHTS RESERVED#CAWORLD #NOBARRIERS Questions?
  20. 20. 20 COPYRIGHT © 2017 CA. ALL RIGHTS RESERVED#CAWORLD #NOBARRIERS Recommended Sessions SESSION # TITLE DATE/TIME MST10T How SaaS-based Solutions Can Fuel Winning Service Offerings 11/16/2017 at 11:30 am MST02T The Next Big Service Provider Opportunity—Beyond Infrastructure: Architecting Your Customer’s Modern Software Factory 11/16/2017 at 12:45 pm MST05T Get Your Complimentary White Space Assessment 11/16/2017 at 1:30 pm
  21. 21. 21 COPYRIGHT © 2017 CA. ALL RIGHTS RESERVED#CAWORLD #NOBARRIERS Must See Demos Maximize Cloud & Hybrid IT Infrastructure MSP Zone Optimize User Behavior on Wearables, Web & Mobile MSP Zone Improve Application Transaction Performance MSP Zone Full-stack Monitoring for 5-star Digital Experiences MSP Zone Elevate & Expand Your Service Portfolio MSP Zone
  22. 22. 22 COPYRIGHT © 2017 CA. ALL RIGHTS RESERVED#CAWORLD #NOBARRIERS Stay connected at communities.ca.com Thank you.
  23. 23. 23 COPYRIGHT © 2017 CA. ALL RIGHTS RESERVED#CAWORLD #NOBARRIERS MSP For more information: • See the CA AXA kiosk here at the MSP Zone • Download the white paper, “Five Technologies for the Built-to-Change Business—and How You Can Monetize Them” at the following URL: https://www.ca.com/content/dam/ca/us/files/white-paper/five-technologies-built-to- change-business.pdf
  24. 24. 24 COPYRIGHT © 2017 CA. ALL RIGHTS RESERVED#CAWORLD #NOBARRIERS How Customers Benefit Realize fast time to value. Help your customers start leveraging sophisticated application experience analytics fast, so they can quickly harness its benefits in their business. Improve service levels. These services help customers triage and fix performance issues faster by segmenting performance and analytics by various dimensions, including network/carrier, location, operating system and device type. Enhance cost efficiency and predictability. Through advanced analytics, customers can reduce costs by minimizing the frequency and duration of outages—and all the efforts associated with triage and emergency calls. Boost revenue retention. Analytics provide the visibility that’s essential to delivering a seamless customer experience across channels. By improving user experiences, your customers will reduce the financial risks associated with negative user ratings. Optimize business outcomes. Employing these insights to optimize the user journey, your customers can enhance offerings and services, retain and attract new customers, increase revenue, achieve faster resolution times and speed digital business transformation. Strengthen staff’s strategic focus. Help your customers’ internal teams offload the effort associated with managing analytics implementation, maintenance and reporting—so they can focus on innovating applications and other strategic efforts.

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