Henry Shapiro, Senior Product Manager, Insights@nah_serious

The Full StoryManaging change at 100 mph

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About me…me

a dog

@ NR for almost 3 years Took Insights and NRDB from beta →

now From NYC, in PDX for 10 years

Impregnable Jive position, yo

me

GVP Product

CEO

What we’re talking about today

The Innovator’s Dilemma and what it means in the new world for digital businesses

How digital businesses need to think about prioritization

What it means to be “data-driven” – unifying the story

How New Relic & Insights help digital businesses to manage change

The future of New Relic Insights

What’s changed since 1997?

(a lot, lol) Disruption is no longer a

low cost offering

Disruption is about who can:

Offer the best experience Scale effectively

Ex: The iPhone was not a “disruptive” product

Not the first

Not the cheapest

Not the most open

Highest quality of experienceSuperior scaling

to meet customer demand

Both nature and pace of disruption have changes

Software has never been

easier to build or release

Consumers have never had more options

Therefore: Pace of digital

innovation is expected to be higher Quality of digital experiences is expected to be higher

What does this mean for a digital business?

Digital businesses must be able to traverse and balance multiple kinds of change at

once

... and digital businesses must be able to do this at

scale, at 100MPH Sustaining changes: scaling,

improving customer experience Net-new changes: new features, new markets

Digital businesses can’t afford to waste resources

on change that isn’t valuable.

Digital businesses need to

use data to decide how resources will be

invested.

... whatever that means.

Being data-driven is more than just having data

Silos are data driven

Often organizations

are not data driven

Being data-driven is as much about a system and process for analyzing and sharing data as it is about

having data in the first place.

Understanding both sides of the story

The Business

Developers, Operations, IT

Understanding both sides of the story

The Business

Developers, Operations, IT

The first, best place to look to understand your digital business

App performance impacts annual revenues up to 9%!

A page that is 2 seconds slower results in a 4.3% drop in revenue per user!

47% of consumers expect a web page to load in 2s or less!

40% of people abandon a website that takes more than 3 seconds to load!

A 1 second delay in page response can result in a 7% reduction in conversions!

Successful Digital Businesses Ask 3 Fundamental Questions

Am I open for business?

How are customers engaging?

How is my business doing?

CustomerExperience

ApplicationPerformance

BusinessSuccess

On-Premises

WebServe

r

On Premises Relational Data

Synthetic customers

Customers

Public Cloud

Micro Services

API

Browser

Apps

Mobile

NoSQL Data Store

Application PerformanceCustomer Experience Business Success

What’s the customer experience on checkout?

What errors are customers running into on purchases?

Drill into specific errors and fix them

Example: Launch Day With New

Relic

Add-to-Insights and Metric Explorer Launch

+

High-throughput service response time

User adoption and adoption

by account

Example: Prioritizing Sprint Tasks

Usage in aggregate

Usage by paid accounts

Example: Unifying Support and

Operations

Example: Mobile App Performance +

Business KPIs

Check out Celebrity Dashboards!

Where is Insights going?

Themes over the next year

Enhanced flexibility and control over visualization and

analysis for users – the ultimate power

tool

All our customers should be tying

application performance back to

their business outcomes

everywhere!

Wrap-up

Key takeaways

How do you currently think about prioritizing product improvements and

innovation?

How can you better bridge gaps between functional silos in your organization?

Henry Shapiro, Senior Product Manager, Insights@nah_serious

Thank you.