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Keynote's Performance Management Suite

About the Video

Jonathan Rende, EVP of Products and Marketing, discusses performance in context and the next generation of the Performance Management Suite at Velocity Europe 2014 in Barcelona.

Video Transcription

Mike:

Hi.  This is Mike Hendrickson from Velocity, in Barcelona.  I'm here with Jonathan Rende.  Jonathan, how are you doing?

Jonathan:

Good, thanks.

Mike:

You're the EVP at Keynote.  We spoke in New York about three of four months ago, or two months ago?

Jonathan:

Time flies.

Mike:

It does.  Can you tell me what you guys have been up to since that time?

Jonathan:

We've been really busy with product innovation.  One of the things we're doing at this conference is launching the next generation of our performance management suite.

Mike:

What is that, precisely?  What would it mean to a developer?

Jonathan:

What Keynote has been focused on for years has been synthetic monitoring, and providing the highest fidelity capability out there.  What we've done here at the show is added a real user monitoring, or RUM to that, so that people can really get a good sense in their organizations of really understanding performance in the context of the business.

Mike:

So, what kinds of companies is that going to be more important to?  Is it the large retailers?  Is is people who have lots of media assets?  Who is it targeted toward?

Jonathan:

It's horizontal in the sense that folks in all verticals use our solutions today.  In retail though, we have a very strong set of customers and partners in the retail area.  If you think of a traditional shopping cart kind of customer journey, and being able to understand what is happening, real time, with all of your end users – thousands, or tens of thousands of users.  And, get a sense for:  Are they being impacted by performance immediately, within a couple of seconds?  And, then being able to diagnose that with our synthetic solutions.  Both of them really go well together.  It plays well in retail, or in any of the other verticals.

Mike:

Are you seeing a flurry?  It's almost like closing time for any business; you get really busy just before closing, it seems like.  You're getting closer to Cyber Monday?

Jonathan:

Yeah.

Mike:

Are you seeing a busy time right now because people are trying to prepare?

Jonathan:

Very much so.  Not only in retail, but in media as well.  There are lots of holidays happening, and people are rolling out all kinds of new capabilities on their various digital assets, whether it's their websites or their mobile apps.  On an annual basis, you really start to see spikes at certain times, and making sure that people are prepared for that kind of a performance spike, and are able to triage and manage if anything goes wrong during it.  That's critical, as well.  So, things are really ramping up right now.

Mike:

You also do a report; a study of what you're seeing in the market.  Are you seeing things change?

Jonathan:

Yeah.  We do a set of reports throughout the year, and one of the ones we're focused on right now is for the retail sector.  So, we're coming up on Cyber Monday, and Black Friday, and of those big events in the shopping season.  What we'll do is, working with all of our customers and partners, be able to benchmark various websites and different mobile apps to compare and contrast which parts of those core customer journeys are performing better than the others.

Mike:

So, does Alibaba enter anything into the mix now that they're in our domains, as well?  It seems like they've been in China forever.  And, now they're in the U.S. market, as well.  Is that going to change anything?

Jonathan:

It's just another player; another measurement point for us to leverage as a part of our performance solutions.

Mike:

Where would you like to see Keynote?  If we sit down in Amsterdam next year, maybe over a good beer, and talk about where you guys have been, what do you hope you can say at that time?

Jonathan:

Well, we've been really focused on quality and performance in the context of the business.  There are a couple of key solutions, if you look at who owns all of the digital assets, one of the things we're really focused on working toward is those formal, or informal owners, of the digital assets.  Some people call them Chief Digital Officers.

We'll be increasing our investment in an area to provide help to those individuals and the teams that support them, so they get a good real-time picture of how their businesses are performing; the key use cases; the key customer journeys; the key transactions that are driving the top lines of their businesses.  And, really understanding how performance and quality impact that.

Our goal at the end of the day is really to make sure that both performance and quality become key requirements by the business owners, as well as the technical owners in IT, and both of those individuals can talk the same language.

Mike:

When you say 'quality' you mean quality of service, like up-time?

Jonathan:

Quality of service; making sure that the user journeys work as expected.

Mike:

Some of that is in responsive design, and some of that is in the way they're building their websites.  Then you have the performance work around that.  So, are you seeing a different type of website; a different type of company building this responsive design, and understanding that journey that your customer and their customers have as you measure it?

Jonathan:

One of the big trends we're seeing is as people move towards mobility, which is probably one of the biggest disruptions out there, there are two paths to go.  They can start to build native mobile apps, or hybrid applications; or, they can take their existing websites, which is another part of mobility, and turn them into responsive sites.  I think  what we're seeing with a lot of our customers and clients is organizations that are taking the path of responsifying their websites, and are finding the function works great, but there's a performance hit.

So, making sure that those work before they release them, and then monitor them as they go live.  Both of those are critical pieces of a responsive design.  So, yes, across the board, whether it's retail or manufacturing hospitality, that's a very, very big part of the what clients are coming to us for  right now.

Mike:

Responsive design can be anything but.  I have a bookmark on my homepage for 10 or 12 years, and they moved to responsive design and killed the website.  They lost a loyal customer.  I think it's important for people to think about it before going responsive design, that you can't lose the performance and the delivery to your customers, as well.  That really broke things, from my perspective.

Jonathan:

I couldn't agree more.  It's performance; it's user experience.  Does it work as expected?  Functionality – all of those are important and critical.

Mike:

Jonathan, we look forward to seeing you in Amsterdam next year, and we'll have that beer.

Jonathan:

I can't wait.  Thanks very much.

Duration: 8 minutes

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