New Relic Browser and Synthetics can help you monitor and optimize the performance of your frontend, so you can meet the needs and expectations of your consumers, partners, and business customers. Learn more: https://newrelic.com/solutions/digital-customer-experience

1. Improving End-User Experiences
with New Relic Browser and Synthetics
Clay Smith
Developer Advocate
csmith@newrelic.com
Todd Etchieson
VP of Product Management, Client-side Analytics
todd@newrelic.com

2. NEWRNYSE – 2014
15k+Customers
1.4BScale: Events & Metrics Per Minute
Our Goal:
To be the first, best place to look to understand your digital business
12,500+ Disruptors1,500+ Global Enterprises

3. Digital Experience is Now Brand Experience
3Confidential ©2008-16 New Relic, Inc. All rights reserved.
500kStays Per Night
10Mstreaming sessions per day
50%
US Digital sales
from mobile
50%
US sales from
Digital in 2015

4. What makes up your digital customer experience (DCX) ?
4Confidential ©2008–17 New Relic, Inc. All rights reserved. 4
Mobile Website KioskIoT Device In Store Support Call
Digital Customer Experience
Your Company

5. Poor digital experiences risk customer backlashes
5Confidential ©2008–17 New Relic, Inc. All rights reserved.

6. Digital Experience impacts important business metrics
6Confidential ©2008–17 New Relic, Inc. All rights reserved.
A half second delay in page load
dropped visitor traffic by 20%
Loss in sales per
100ms of latency 1%
Increase in conversion rates, for
every second of performance
improvement
2%
1
2
3

7. Improving the service level quality of your digital
experience
7Confidential ©2008–17 New Relic, Inc. All rights reserved.
Cross-functional teaming
Common performance metrics
Readily consumable insights
Prevent website outages
Ensure check out success
Stem user bounces from slowness
Black Friday sales
Super Bowl streaming
Key product or campaign launches
Shared performance
understanding
Find and fix
experience problems
Scale confidently on your
biggest day

8. A break anywhere in your technology stack can impact
your customer experience
8Confidential ©2008–17 New Relic, Inc. All rights reserved.
Cloud /
On Premise
Relational Data
Browser
Apps
Mobile
Customers
Cloud
On Premise
X X

9. Find and fix problems in all the layers of your tech stack
9Confidential ©2008–17 New Relic, Inc. All rights reserved.
Full visibility to fix any performances issues at any technology layer
Identify slow page
loads, single page
application route
change issues,
JavaScript errors,
and more, in your
front-end
Deep, automatic
application service
visibility and
mapping to fix
slow transaction
and service
bottlenecks
Proactively track
service uptime,
SLAs, and key
transactions from
multiple global
directions with
automation
Track configuration change
events, search across system
inventory, and correlate issues
across cloud and hybrid
infrastructure environments
Track
performance
issues of data
stores, third party
services, and
more using open
APIs
Identify crashes,
network
performance
bottlenecks,
problematic
mobile OS
versions, and
more for your
native mobile app

10. This Webinar Will Focus on These Two Products

11. ▪ Identify slow page loads, single page application route
change issues, JavaScript errors, and more
▪ Provide actionable code level data to troubleshoot and
resolve any of these performance issues quickly
Impact to digital experience:
What it does:
▪ Ensure your desktop and mobile websites load
quickly without any errors
Confidential ©2008–17 New Relic, Inc. All rights reserved. 11

12. 12
▪ Monitor service uptime and SLAs for key services from
multiple global directions
▪ Proactively verify key transaction success for external
and internal services
Impact to digital experience:
What it does:
▪ Ensure the APIs, backend, and microservices that
power your websites and mobile apps are up and
running smoothly
Confidential ©2008–17 New Relic, Inc. All rights reserved.

13. How Do You Measure Digital Customer
Experience?
Clay Smith
Developer Advocate
csmith@newrelic.com

14. Finding problems from a customer’s perspective

15. Digital Customer Experience: Critical Measurements
Availabilit
y
SpeedFunctionality
Is it running? Can they use it? Is it fast enough?

16. Multi-Tenant On-Demand Scale Enterprise Security
New Relic Digital Intelligence
Platform
Confidential ©2008–17 New Relic, Inc. All rights reserved. 16

17. Add customer website
screenshot here
17Confidential ©2008–17 New Relic, Inc. All rights reserved.
REI is the nation's largest consumer
cooperative, with 16 million members
REI Extends Its Legendary Customer
Experience to the Digital World with New Relic
At REI, we want to create a great member experience
and help people enjoy the outdoors, and technology is
key to how we deliver on those goals. New Relic has
been a great partner in helping us see our technology
clearly so we can create the best possible experience
for our members.
Customers connected by digital
channels beyond ecommerce ie;
Nat. parks guide, hiking reference
Uses New Relic across different groups
to improve performance, time-to-market
and decision making
- Julie Averill, CIO

18. Getting started in less than 5 minutes: track availability!
https://newrelic.com/solutions/digital-customer-experience

19. Learn more about New Relic
Digital Customer Experience!
https://newrelic.com/solutions/digital-customer-experience

20. Thank You
Clay Smith
Developer Advocate
csmith@newrelic.com
Todd Etchieson
VP of Product Management, Client-side Analytics
todd@newrelic.com