1 AKAMAI Edge EMEA # E d g e E M E A
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1 1 AKAMAI Edge EMEA 2018
2 There is No Compromise for Great CX Patrik Wallin Head of Development and IT Operations, Gymgrossisten Alan Cooper Principal Architect, Skyscanner 2 AKAMAI Edge EMEA 2018
3 About Business Challenges How Akamai Helped Business Outcomes Learnings 3 AKAMAI Edge EMEA 2018
4 MOBILE USER EXPERIENCE FOCUS DRIVE REVENUE Starbucks 30% of all Sales via Mobile App 23.4 million people will use the app in 2018 Starbucks isn't attempting to keep up with patterns in the coffee business, but to seek insights from companies with the best retail experience in the world -- no matter the industry. And mobile, Schultz believes, is a clear priority in creating the best possible customer experience: 4 AKAMAI Edge EMEA
5 DELIVERING GREAT MOBILE CX IS INCREASINGLY Challenging Content & interactivity Complex logic User analytics Device & network diversity APIs 34% of users likely to switch to a competitor s app due to poor app experience Bots & security 5 AKAMAI Edge EMEA 2018
6 Panelists Patrik Wallin Gymgrossisten Alan Cooper Skyscanner 6 AKAMAI Edge EMEA 2018
7 Patrik Wallin Head of Development & IT Operations, Gymgrossisten Background: 5 years at Gymgrossisten Passionate about e-commerce & mobile, and related technologies (UX, Design, Architecture, Performance, CDN) Loves to Current Role: Leading the performance innovation journey 7 AKAMAI Edge EMEA 2018
8 Heath and Sports Nutrition Group (HSNG AB) Leading sport nutrition company in Nordics Now an Orkla company, previously of Qliro Group 20 years online with very strong private label 4 Major channels, Gymgrossisten, Bodystore, Fitnessmarket (b2b) and Franchise stores, where Mobile usage is key Partnering with Akamai since AKAMAI Edge EMEA 2018
9 Alan Cooper Principal Architect, Skyscanner Background: 6 years at Skyscanner Passionate about Business Resilience Loves to. Current Role: Principal Architect for products, platforms and services in an ever-evolving infrastructure landscape 9 AKAMAI Edge EMEA 2018
10 World's travel search engine site Founded in 2003, acquired by Ctrip in 2016, with 1000 people and 11 offices worldwide 80 million site users/month Partnering with Akamai since AKAMAI Edge EMEA 2018
11 BUSINESS CHALLENGES 11 AKAMAI Edge EMEA 2018
12 Business Challenges Customer Experience Impact Must stay relevant for all customers, all contexts, and all devices Mobile Performance and UX must be excellent (bounce rates a problem) Increasingly event based purchase behavior Insight into business impact of performance Global Ageing platform (legacy jquery m. ), now building new platform with personalization and modern mobile solutions Diversified device range, the big mobile switch 12 AKAMAI Edge EMEA 2018
13 Business Challenges From Mobile visitors to App Downloads Increase organic App users Goal 1: Growth o 40% combined annual growth rate, 70 million downloads Goal 2: Scale o Resources, Infrastructure, platform evolution Convert Goal 3: Performance o o o Fast = better UX, greater conversation, loyalty Localization Google and SEO 13 AKAMAI Edge EMEA 2018
14 HOW AKAMAI HELPED 14 AKAMAI Edge EMEA 2018
15 How Akamai Helped Monitor, Optimize, Validate, and Protect Mobile Experiences Perform mpulse End-to-end performance visibility & business impact (UX, Edge, Origin, low latency, etc) Ion & Image Manager Mobile Performance and Image automations Agility by enhancing critical CX elements instead of mobile performance optimizations Faster time to market: Frees developers to work on business logic and product improvements VALIDATE OPTIMIZE MONITOR Edge Server Includes (ESI) enabled cache solutions: Increased scalability and performance Protect DDoS Detachment of support CMS system, ESI is only integration with main system Live render on edge of dynamic time critical assets such as quick search Detection and cache separation for mobile devices simplifies handling of mobile devices. WAF Web & Mobile Govern Enables the use of device unique document render for best CX. Kona Site Defender and Bot Manager Bot Perform Securing the Mobile Customer Experience (downtime, data theft, bots) 15 AKAMAI Edge EMEA 2018
16 How Akamai Helped There is No Compromise for Performance and Security Edge Platform Scale, Performance, Segmentation Image Manager Huge impact on Mobile UX Free up engineering resources Kona Site Defender Automated Integrated Protection with a small security team mpulse Global beacons and CI/CD integration Find and Fix errors before the impact bottom line 16 AKAMAI Edge EMEA 2018
17 BUSINESS OUTCOMES 17 AKAMAI Edge EMEA 2018
18 Business Outcomes Improving Mobile Metrics through Performance Conversion Rates Mobile conversion rate up 1.5 points Desktop conversion rate up 0.5 points Customer Satisfaction (Bounce rate) down 14 points (23%) Session length up 50%, 80% increase pages/session Infrastructure Improvements Cache mitigates impact of the event oriented nature of todays retail Major performance improvements Greatly reduced infrastructure 18 AKAMAI Edge EMEA 2018
19 Business Outcomes Improving Mobile Metrics Sessions Overall Growth and App Usage Built and Scale a 16bn unicorn Improved Mobile Customer experience and metrics o 4 Million Mobile sessions / day and growing Feb 14 Mai 14 Aug 14 Nov 14 Feb 15 Mai 15 Aug 15 Nov 15 Feb 16 Mai 16 Aug 16 Nov 16 Feb 17 Mai 17 o App retention 9.1% vs 2.3% Web Total Mobile web sessions Total App sessions Infrastructure and Operational Improvements Critical to early growth journey and availability Faster time to market (DevOps, Freeing up resources ) Trusted Partner: Akamai the only provider that has not been migrated/replaced in last 5 years 19 AKAMAI Edge EMEA 2018
20 LEARNINGS 20 AKAMAI Edge EMEA 2018
21 Learnings Tips and Tricks Patrik There are no silver bullets but there are cheats, hacks and easy wins Nothing is ever as easy as you first thought nor is it as difficult as you then feared Your toolbox is like your survival kit, it can never be full! 21 AKAMAI Edge EMEA 2018
22 Learnings Tips and Tricks Alan Cooper Engage Early and Often Slow is worse than Down!!! Measure what matters ( visitors or revenue lagging indicators) Get your engineers using the Akamai Platform Follow the Akamai Announcements (October Release, DevOps ) 22 AKAMAI Edge EMEA 2018
23 Dare to dream, to try, to fail and to succeed, for failure is the best of teachers and success the best of companions Patrik Wallin*, Techie, Leader, Innovator *Most likely borrowed from an unknown wise person Innovation distinguishes between a leader and a follower. Steve Jobs 23 AKAMAI Edge EMEA 2018
24 Without Akamai Skyscanner s growth trajectory may have looked very different Alan Cooper, Skyscanner 24 AKAMAI Edge EMEA 2018
25 25 AKAMAI Edge EMEA 2018
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