 From New York City, it's the Cube, covering New Relic Future Stack 2019. Brought to you by New Relic. Hi, I'm Stu Miniman, and this is the Cube's coverage of Future Stack 2019. Happy to welcome to the program first time guest, Buddy Brewer, who's the GVP and GM of Client Side Monitoring with New Relic. I'm going to talk about customer experience and especially the digital customer experience, but Buddy, maybe explain to our audience you might not know, Client Side Monitoring tells us as to where that fits into the entire picture of New Relic. Yeah, for sure, great to chat with you Stu. Client Side Monitoring, for us, is the part of our observability platform that extends all the way out to where the user actually is. So people think of New Relic as this really great platform for understanding everything that's going on in the application logic and the servers, but our Client Side Monitoring does is extend it all the way out to the phone that's in the consumer's hand or the laptop that's right in front of them. All right, so obviously there's a direct connection between that and that digital customer experience. Maybe explain some of the challenges there and how New Relic's helping to work on solving those. Yeah, you know, digital customer experience is all about collecting and understanding the relationship between two different types of data. There are the technical metrics, all of that information about how long people are waiting, latencies and pieces of the software, everything from how long it takes to connect to the server, how long it takes to build the response to the webpage, deliver it, render it, all that stuff. There's lots and lots to collect on the technical side. But the other half of DCX is the personal side, the human side. The person who's on the receiving end of all that stuff, how's it affecting their behavior? How long are they spending on the site? Are they buying? Are they clicking on a second webpage? Are they engaging in the game? Are they booking the travel reservation? And so collecting all of those business metrics and then collecting right next to them all the technical metrics and bringing that back in a way that you can understand the relationship between those two things is what DCX, digital customer experience is all about. Yeah, it's fascinating. The expectation that we have today in 2019 is so different than the past. Used to be like, oh okay, I know if a website doesn't load in this long, you know, they're going to leave me, but, you know, what are those expectations? What is that ultimate end user, you know, what is a good customer experience for them? Yeah, it's changing all the time and it changes depending on what part of the world people are in, it changes depending on the type of device and this is why it's so important for customers to actually collect the information and understand their relationship with their customers. It's really hard to put a single number on it because what's true for a commerce site might not be true for a media site. What's true for a site in Australia might not be true for a site in the Americas or in the UK. There are certain patterns that certain people have seen. Google had a statistic out a while ago that said that over half of people will leave a mobile site that takes longer than three seconds to load. And so there are some patterns out there but a big belief for us is that one of the most important relationships our customers have is the relationship with their customers. That's why it's so important for them to collect their own metrics around how long people are waiting and how that waiting is affecting their behavior. So it seems obvious that, you know, having data to back up what's going on is important. Bring us inside a little bit, you know, the importance of monitoring in this space, though. Yeah, absolutely. And this is why it's so important. We're so excited to be talking about our observability platform that we have here today at FutureStack. The fact that it's open, you can bring all of this information in. We've got all this agent technology that collects things about what's happening in the servers, what's happening in the infrastructure, information that's happening on the client side, as well as this ability to absorb information from third parties and then connecting it all together to give you that context. So there's the context that is being solving problems from the front end to the back end of the application stack. There's also the context like we were talking about earlier, the digital customer experience, the connection between the technical metrics and the human metrics and how they're actually experiencing the application and then making all of that stuff, the connected stuff programmable. So then our customers, we're the first observability platform that you can actually build applications on top of. And so we've released 12 of those today that folks can use. It's going to continue to expand and it's something that our community contribute to. Our customers can actually take our visualizations and our analytics and customize them to do exactly the things that they need to do. All right, but observability is still a relatively new term for a lot of people. Help us dig down. You actually did a blog post even about the principles of observability in modern applications. What, how should customers be looking at observability and how do they sort between, what is a good solution versus an okay solution? Yeah, well there are some really important pieces that we think people need if they want observability about what's happening in their application. It starts with, like I said earlier, getting all of that information in one place. We have this really fast database in our DB that stores all of the telemetry that we collect on behalf of our customers and it's getting larger and larger as we continue to open that up to things like these third party data sources. Then there's context that's really important to layer on top of that. Bringing the information together in ways that start to make sense out of those little individual pieces. One of the things that we found though is that our customers are running applications that are so complicated. There's so much going on in these applications today that even with the context, there's still 40 or 50 things that are happening all at the same time when a customer has an issue. That's where our applied intelligence, which is another piece of what we're launching today at FutureStack, comes into play so that you can take those things, condense them down into smaller, more manageable, related chunks of information that folks can act on and fix their applications. Yeah, it's true, it was actually really impressive to see in the demo this morning it's being able to poke through and get meaningful results off of 10 terabytes of data. I would say much faster than I can run a report on the industry-gleading CRM tool where all of our customer data lives today. So, pretty interesting stuff as to how you can enable customers and it kind of almost will change the expectations as to what a good experience is like. Yeah, that's right. And you think about, there's that use case of things were normal and then they got bad and so you logged in and diagnosed to get things back to normal and having that speed, that ability to get to information quickly is really key there. There's also a whole other use case. This is the digital customer experience use case where things are normal, but we want our customers to be able to play offense with software, to be able to take what's normal for them today and to get better and better and better in ways that drive better business outcomes for them and allow them to compete and win in a space where consumer expectations are just getting tougher every day. Yeah, you always look out there. How can you just exceed what customers expecting and give them so that they will love your solution even more because you gave them more than they were expecting. How's New Relic helping customers move along that journey? Yeah, nobody likes to be kept waiting and at the end of the day the customer always has a unified view. So we want to give our customers or the consumer always has a unified view. We want to give our customers the unified view with all of the details so that they can deliver better experiences for their customers. And it has to do with, again, like I was saying, collecting the technical information, also collecting the information about how that's affecting customer behavior and then looking at those two things next to each other in context so they can see how one affects the other. All right, so Buddy, give us, what are some of the outcomes that customers will see based on the announcements today at the show? Yeah, so for the customer experience, one of those programmable pieces that we launched is this really simple application that you can just drop into New Relic and it shows you right away the difference between engagement when people are getting good experiences versus when they're getting bad experiences. And when we show this to people, oftentimes they're shocked. For example, take a metric like bounce rate. What's the likelihood that someone who comes to your site is going to stay on your site? When people think about it, usually they're thinking about it in aggregate across the entire site. But when you separate it out into the good experiences and the bad experiences, maybe you've got an overall bounce rate of 40%, but when you give those really fast experiences to your users, they're only bouncing at 20%. So they're twice as engaged. And conversely, the folks who are getting the bad experiences, because let's be honest, on any given day, websites are delivering good and bad experiences to different groups of users, that bounce rate might be 70%. And when you see the disparity between these two things, it's a motivator to action. Now what's really important after that is that you've got the data underneath so that you can actually do something about it. And that's where this end-to-end observability platform that collects all of the information from the front end to the back end is so useful. Yeah, I have to think that it's pretty powerful, not just for the customer experience, but I can get accountability from my partners. So, whether it be my ISP or my cloud provider, I can be like, hey, you promised me this response, this bandwidth, and here's the data. We need to make sure that I'm actually getting what I'm paying for. Yeah, that's right. And at the end of the day, what the customer saw, what our customer's customers, the consumer, at the end of that connection sees is the truth. And so collecting that data, whether they're on a mobile device using an application or they're using a browser, any of that stuff, having that information is not only useful for internal accountability and things that are within people's direct control, but also, absolutely, there's so many, so many third parties that people are using to make their applications go today. Yeah, we know the visibility of actual data to help us not only make decisions, but inform everything we're doing is so critically important today. All right, buddy, I want to give you the final word, you know, digital customer experience. What do you want people coming out of FutureStack 2019 here in New York City really understanding? Yeah, I think that when it comes to New Relic, it's that we are providing folks the ability to have exactly the view that they need of all of the data that's relevant to the performance of their application so that they can solve technical problems so that they can solve business problems. Because at the end of the day, your digital business is your business increasingly. I mean, it's just the digital experience is what defines people's brands. And so we want our customers to have complete control and visibility over all of that. All right, well, Buddy Brewer, thanks so much for joining and sharing what's going on with New Relic and that digital customer experience. Thanks a bunch, Stu. All right, a little bit more left here at FutureStack 2019. I'm Stu Miniman, and thanks for watching theCUBE.