Modern Enterprise: Digitally Remastered for Customer Delight

When I joined CA a few months ago, “why” was the most common refrain. For a company with over 40 years of history, perceptions can often be deceiving as CA has undergone dramatic transformation in the last few years to emerge as the enabler of the Modern Software Factory — a term that embodies the once-in-a-generation transformation underway that is turning businesses in every industry, every vertical into a software-defined digital enterprise. You can’t find a better example of this transformation than Domino’s Pizza which has reinvented itself as a tech company with more than 50% of its sales originating from digital channels. While success stories like Domino’s are indeed inspiring, digital transformation is hard as it involves cultural, operational and mindset shifts. With Agile, DevOps, and Cloud as the foundation of our modern product portfolio, CA is one of the few companies in the industry that is solely focused on addressing this challenge and helping businesses of all size and segment to navigate through this difficult transformation successfully with industry leading Agile PlanningApplication Release AutomationAPI Lifecycle, and Mobile App Analytics products.

Introducing CA’s Digital Experience Insights

The true success of digital transformation is measured by the ability to measure, monitor, and deliver delightful experiences, and we are thrilled to announce the service availability of our brand new, SaaS-based digital operations monitoring and cross-tier analytics solution, Digital Experience Insights. It offers an integrated set of app experience analytics, application performance monitoring, and infrastructure management services to provide a holistic view of user experience, business transactions, and digital infrastructure quality of service.

App Experience Analytics: Built on an open, flexible SaaS analytics foundation that uniquely combines user behavior with operational performance, App Experience Analytics helps reveal a deeper understanding of customers’ Omni-channel digital experience. With capabilities such as crash analysis, device telemetry, session heat maps and user session replays, and funnel analysis, App Experience Analytics provides developers and digital platform teams the most comprehensive solution to monitor and optimize user experience across web and mobile apps.

Application Performance Management (APM): Powered by modern analytics with deep monitoring from click to code, APM provides cross-functional DevOps teams the visibility and insights needed to fix application problems fast. With automated application discovery and baselining (differential analysis), dynamic team dashboards and guided problem resolution workflows (Assisted Triage), APM cuts through complexity even in most complex environments such as containers and microservices.

Infrastructure Management: Provides full stack visibility across modern, cloud and hybrid IT infrastructures. By integrating infrastructure visibility with APM and App Experience Analytics, CA’s Digital Experience Insights helps eliminate monitoring silos and enables true end-to-end visibility for fastest problem resolution.

Insight drives experience. Only with the ability to monitor and analyze all the components of an app delivery chain, can IT teams find and prevent problems that disrupt user experience. Digital Experience Insights is a major step forward for us in realizing our vision of unifying visibility across the entire digital experience path and providing customers cross-stack correlations and insights. It is, therefore, a lot more than an aggregation of the various SaaS offering under a single umbrella. Rather, Digital Experience Insights blurs the traditional product boundaries to provide cross-tier visibility using a common analytic backend, and delight users with an extremely modern UI and ease of use.

Give it a try and let us know what you think and be sure to tune in to the IT Ops Analytics Virtual Summit to learn more.

Sushil Kumar is SVP, Product Management, at CA Technologies.

Three Keys for Optimizing Digital Experience

Learn how app analytics can help evolve your customers’ digital experience.

Attracting and retaining customers in the app economy requires a great digital experience. Despite the complexity of today’s applications, customers demand fast and flawless performance, an intuitive interface, and a frustration-free experience.

To create apps that live up to your customers’ expectations, the entire application team, from application owners and IT operations to design and developers, need the right insights to identify potential digital experience issues. From testing in pre-production to a poor experience in production, these teams need immediate insights so they can triage issues before they impact the customer experience, whether the issue be in the design, code, or infrastructure.

However, according to a recent survey by Vanson Bourne, 90 percent of organizations feel they lack insight into their customers’ digital experience. Without insights into the digital experience of your apps, uncovering issues means you’re relying on your customers to open support tickets or worse, post about their experience on social media or leave a negative review and a poor star rating on your app.

The Digital Experience Data Gap

The 3 most frequently cited areas where organizations lacked insight into digital experience are:

  

Usage Analytics

Usage analytics is a key to understanding how your users are engaging with your app, where and why they’re dropping off and whether or not they had a good or poor experience with your app. These insights are the next best thing to seeing your customer face-to-face. With insights from an app analytics solution, you can not only better understand who your users are and what they’re doing, but you can also virtually peak over the shoulder of your users by watching app session replays, seeing what they did in the app, where they clicked and what their experience was like.

Read Quit Playing Hide-and-Seek with Your App Users to learn more about usage analytics.

Insight into the Customer Journey

Many organizations today have multiple ways a customer can engage with their brand, whether it’s through a mobile app, website, or brick-and-mortar store, but tracking the customers’ journey and understanding why a customer switched from one device to another is often a mystery.

Read Your Customers’ Journey Begins with a Single Click to learn more about gaining insight into your customers’ journey.

Performance Analytics

Now, more than ever, IT Operations needs a solution that can proactively monitor all app environments and quickly provide the insights needed to rapidly triage issues, so less man-hours are spent on finding and fixing issues and more time can be spent elsewhere. And the best place to spend that time is to focus on improving the digital experience, which will not only increase IT’s value to the organization, but also increase the company’s ability to attract and retain new customers and increase revenue (by an average of 21 percent).

 

Derek Stevens (@DerekintheCloud) is a Principal Product Marketing Manager at CA Technologies.

Your Customers’ Journey Begins With a Single Click

The many benefits to understanding your customers’ user experience across devices.

As Lao Tzu said, the journey of a thousand miles begins with a single step. But in the app economy, your customer’s journey can begin with a click, tap, swipe or even a voice command. Understanding how your customers interact with your brand is growing increasingly complex as devices proliferate and the way customers engage with brands shifts to digital.

Many organizations today have multiple ways a customer can engage with their brand, whether it’s through a mobile app, website, or brick-and-mortar store, but tracking the customers’ journey and understanding why a customer switched from one device to another is often a mystery. In fact, in a recent survey by Vanson Bourne, 93 percent or organizations said they could improve the way they measure customer experience across digital channels.

But newer technologies are providing more insight than ever before. With an app analytics solution that provides an omnichannel view of the customer journey, it’s easier to gain these insights and track users across devices. In addition, analytics provide the insights you need to understand when and why a user drops off from your application.

Why is an omnichannel view important?

There are many benefits to understanding your customers’ journey across devices. For example:

  • Identify and triage issues faster: If you see that many customers are switching from their mobile devices to complete a transaction from your website, it may indicate that there’s an issue with your mobile applications. Using an app analytics solution, you can then quickly drill down into the cause of the issues, whether the issue is due to the design, code, or infrastructure.
  • Create great experiences: If a specific customer has encountered multiple issues and are having a bad experience, you can proactively reach out to that customer and turn a bad customer experience into a positive experience and build a better brand reputation.
  • Know where to invest: Understanding historical usage patterns can help you better understand where to strategically invest to improve customer experience and increase revenue. These insights can help you better understand where to target specific campaigns, where to focus your development efforts (web, mobile, wearables, etc.) or even where to invest in your next data center or retail location.

 

Derek Stevens (@DerekintheCloud) is a Principal Product Marketing Manager at CA Technologies

The 3 Stranger Things That Caused Poor App Experiences

If you’re a fan of Stranger Things, you know the Upside Down world is downright terrifying. What’s also terrifying is the fact that many organizations haven’t yet adopted an app analytics tool. Over the past two years, I’ve had the opportunity to hear first-hand how companies on the leading edge of digital transformation are leveraging app analytics to better understand how their customers are engaging with their applications and how they’ve made drastic improvements to the customer experience of their apps.

With the new seasons of Stranger Things being released, I thought it’d be a good time to highlight some of the “stranger things” our customer discovered about their apps using CA App Experience Analytics .

STRANGER THING 1: THE API THAT BROKE THE BANKING APP

APIs are amazing, but sometimes they can cause strange behaviors in your app. This story comes from one of our larger banking customers who released a new version of their application early in the morning when most of their customers were still sleeping. When the release was pushed live, the app team used CA App Experience Analytics to closely monitor the real-time insights of their application for any signs of a poor customer experience and they soon spotted a problem.

The data showed a large portion of their users dropping off at a particular screen. They quickly discovered that a third-party API was causing the new version of their app to crash. Armed with this knowledge, they were able to quickly fix the issue before most of their customers started their day. Despite all the hard work and testing from their DevOps team, the app didn’t behave the same in production as it did in pre-production.

Once your app is in the wild, unexpected things can occur. With an app analytics tool, you’ll be armed with the real-time insights you need to prevent an issue impacting a small number of users from turning into a full-blown customer experience catastrophe.

STRANGER THING 2: THE CASE OF THE MONITORING ZOMBIES

Most organizations today are using multiple siloed monitoring and analytics tools to get the data they need, from marketing insights to crash and performance monitoring. This story comes from an organization that was experiencing poor mobile app performance, which was having a big impact on field activity and customer engagement.

After wrapping their applications with CA App Experience Analytics, they found out that the crash analytics solution their developers were using and an analytics product they invested in to monitor their customer experience were causing the poor experience. App analytics solutions are unique in that they can gather and provide insights on app performance, crashes and errors, design, and customer experience with a single SDK — reducing the need for managing multiple SDKs with custom coding across teams. By moving to CA App Experience Analytics, this organization improved their app’s responsiveness and generated key insights on the experience they were providing to their customers.

There are many benefits to having a single analytics tool — not only does it reduce the number of SDKs, but it means your developers, operations teams, QA, and support are all looking at the same data. Reducing finger-pointing, improving MTTR and improving app performance all result in a better app experience for your customers.

STRANGER THING 3: THE ANCIENT TOMB OF MOBILE DEVICES

As you well know, technology changes at a rapid pace which means it also becomes outdated very quickly. In preparation for a product launch, this organization updated and pushed its new application to their devices, but they soon noticed a problem. At some locations, purchase transactions were slowing. With CA App Experience Analytics, they saw a decrease in activity and noticed that the only transactions coming through were from their newer devices. It turned out that the older devices couldn’t support the new application which was resulting in longer lines, fewer customer transactions and lost revenue. For this customer, a new point of sale app outpaced their devices. Luckily, they quickly rolled back to the application which provided a short-term fix while they worked on updating their application and devices across their locations.

Stranger things are bound to continue with app releases happening faster than ever before. Today’s application delivery chain is too complex to catch every issue before the product is shipped, but leading companies are getting much better at not only building quality apps, but being incredibly responsive when issues occur and that’s where app analytics tools can really help. You get a true understanding of what your customers are experiencing and when a poor experience occurs, you know about it and can respond in real-time, helping you to keep the stranger things at bay while your customers remain happy and loyal.

 

Derek Stevens is Principal Product Marketing Manager at CA Technologies

The Dark Side of Digital: Let Analytics Shed Light

Every consumer that interacts digitally with your brand expects an easy and enjoyable experience. But if they were given the opportunity to peak behind the curtain of any modern application, they’d find a stunning array of complexity. As businesses with a digital presence, it’s our job to manage that complexity so users can continue to have the experience they’ve come to expect. But what happens when that experience turns bad?

The Dark Side of Digital

We can turn to the kings of digital for some estimates. When Amazon had a 30-minute outage, it was estimated that it cost the business $66,240 per minute of downtime. Google’s 5-minute outage was estimated to cost $545,000.

But this doesn’t factor in the cost of the potential damage done to their brands from providing a poor app experience. Google and Amazon are big enough to weather the storm, but not every organization has that kind of brand loyalty or recognition. So how do you prevent app issues from tarnishing your brand?

Shed Light on Digital Experience

Digital business succeeds or fails based on the experience they’re providing to customers, so managing the complexity of modern apps while providing your customers with an enjoyable experience is paramount for every organization. When you combine a mix of mobile and Web applications, containers and microservices in distributed environments, app complexity is no longer manageable without the assistance of modern monitoring and app analytics tools.

To truly understand your customers’ experience and know when an issue occurs so you can fix before it affects your users, you should look for the following capabilities as part of your monitoring and analytics solution:

  • Real-time insights into user behavior that allow you to “step into the shoes” of your customers
  • Analytics and visualizations centered on improving app design and flow
  • Error and crash analytics with code-level visibility
  • Advanced app performance insights and alerting from mobile to backend systems including mainframe and cloud

These capabilities combined in a single solution will allow your teams to design your app for a better customer experience, improve mobile and Web app performance, and resolve issues before the impact your customers, ensuring that your providing your users with a 5-star app experience for every interaction.

To learn more about how modern monitoring solutions can help, join the upcoming webinar on 12/14: Developing an Insights-Driven Approach for Exceptional Digital Experiences and the follow-up live demo: CA Digital Experience Insights: How to Build a World-Class Digital Experience on 12/15.

 

Derek Stevens is Principal Product Marketing Manager at CA Technologies