Splunk in John Lewis: Business Analytics
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The document discusses how John Lewis, a leading UK retailer, uses Splunk to gain operational intelligence and improve the customer experience across its online, in-store, and mobile channels. It describes John Lewis' Splunk architecture and the many data sources ingested, including web logs, transaction data, and mobile app logs. Key ways Splunk drives business value are also outlined, such as real-time analysis, metrics monitoring, and ensuring high availability during major sales events. Overall, the document shares lessons learned in adopting Splunk enterprise-wide to better understand customers and enhance operations.
Splunk in John Lewis: Business Analytics
- 1. Understanding and Improving Customer Experience at the UKs Leading Mul;-‐Channel Retailer, John Lewis Aleem Cummins Online Release Implementa;on Manager, John Lewis
- 2. Disclaimer 2 During the course of this presenta;on, we may make forward-‐looking statements regarding future events or the expected performance of the company. We cau;on you that such statements reflect our current expecta;ons and es;mates based on factors currently known to us and that actual events or results could differ materially. For important factors that may cause actual results to differ from those contained in our forward-‐looking statements, please review our filings with the SEC. The forward-‐looking statements made in the this presenta;on are being made as of the ;me and date of its live presenta;on. If reviewed aQer its live presenta;on, this presenta;on may not contain current or accurate informa;on. We do not assume any obliga;on to update any forward-‐looking statements we may make. In addi;on, any informa;on about our roadmap outlines our general product direc;on and is subject to change at any ;me without no;ce. It is for informa;onal purposes only, and shall not be incorporated into any contract or other commitment. Splunk undertakes no obliga;on either to develop the features or func;onality described or to include any such feature or func;onality in a future release.
- 3. About Me ! Aleem Cummins – Online Release Implementa;on Manager – Splunk Advocate and Thought Leader – Splunk User Group -‐ London – Involved in IT for 15 years ê Development, Service Management, Support ê Splunk, Opera;onal Intelligence, CSI – Master Prac;;oner of Neuro Linguis;c Programming (NLP) ê Posi;ve Engagement, Modeling What Works ê Unleashing Poten;al, Inspira;onal Leadership h[p://uk.linkedin.com/in/AleemCummins @AleemCummins Good Ci;zen
- 4. John Lewis ! Founded in London in 1864 ! Owned in trust by its partners (employees) ! JohnLewis.com annual revenue exceeds £1bn ! Focus -‐ be leading UK omni-‐channel retailer ! Values -‐ customer service, trust and values ! Largest department store in the UK
- 5. Agenda ! Brief History and our vision ! Architecture and what we are Splunking ! Working with data across channels ! Driving Business Value ! Checkout intelligence and elimina;ng drop-‐offs ! Modeling customer journeys with Splunk ! Analyzing what isn’t there to ensure transac;ons ! Mission control approach to managing our largest events ! Top ;ps ! Summary and lessons learned
- 6. The History of Splunk at John Lewis Log shipping Log parsing Keyword search Highly complex analysis Trend analysis Visualizations (dashboards) Traffic modeling Incident and checkout analysis Complex alerting Splunk introduced Summer 2011 New Ecommerce Platform March 2013 Simple alerting Charting 2014 2015 +
- 7. Our Vision Opera;onal visibility of issues before they are reported Maintain excellent customer experience Model customer behavior Enhanced opera;onal intelligence – Insighhul mul;-‐level repor;ng – Leading edge applica;on management Build out a organiza;onal adop;on of opera;onal intelligence Use Splunk as the go-‐to place for issue analysis Define best prac;ce for IT & business insight across the organiza;on Build enterprise governance to support enterprise infrastructure
- 8. The John Lewis Splunk Architecture Forwarders Job Server (Active) Job Server (Passive) Search Heads Search Heads Deployment Server (Active) Indexers Indexers Deployment Server (Passive) Forwarders Today DataCenter 1 DataCenter 2
- 9. The John Lewis Splunk Architecture Forwarders Job Server (Active) Job Server (Passive) Search Heads Search Heads Cluster Master (Active) Indexers Indexers DataCenter 1 DataCenter 2 Log Data Auto Replication of Data Load Balancing Cluster Master (Passive) Forwarders Future
- 10. DATA SOURCES WE SPLUNKED
- 11. Splunking Across The Channels Online | In Store | Mobile Failure Rate By ● Server ● TransacHon Type ● Type Response Time ● By IntegraHon Server ● Breakdown ● Extremes ● DistribuHon TransacHons ● By Server ● By Type TransacHons Per Second ● By Server ● Extremes ● By Source TransacHon Detail Selected Key Metrics Business IT Opera;ons
- 12. Driving Business Value Real Time Analysis Common Currency Time to Answer Trust Integrity Metrics NFRs Service Introduc;on Release Mgmt Unstructured Data Analysis Reassurance Confidence Collabora;on Dynamic
- 13. Tracking Drop-‐offs Using Checkout Intelligence
- 14. Modelling Customer Journeys Theory… Reality!
- 15. Analysing What Isn’t There to Ensure Transac;ons Drop off in Web Kit 533 browsers Fixed with Splunk
- 16. Mission Control Approach to Managing Our Largest Events Ensuring the Health of JohnLewis.com
- 17. ORGANISATIONAL Making the case for Splunk Aligning teams and values Surfing the expectation curve Strategy Ownership & engagement Looks Do-able … But People Matter More! TECHNICAL Configuration management Capability & capacity User administration Creating dashboards Availability/Disaster Recovery The Challenges We Faced (and Overcame)
- 18. Top Tips – Bring the Bling DEMOCRATIZATION OF THE DATA IS MORE IMPORTANT THAN TECHNICAL SOPHISTICATION
- 19. Top Tips – Have an Open Mind “YOU DON’T KNOW WHAT YOU DON’T KNOW”
- 20. Summary and Lessons Learned ! Discovering Splunk has made a profound difference to our approach ! Business engagement and buy-‐in is mission cri;cal ! New tech needs champions ! You need to be proac;ve with organiza;onal challenges and opportuni;es ! Be pa;ent, resilient, posi;ve, humble, informed and deliberate ! Bling is great for impact but leadership and vision drives long term growth ! Splunk needs to be a core part of our opera;onal support systems (OSS). ! Project success is driven by posi;ve, informed and collabora;ve EARLY engagement ! Always be a good ci;zen ! Never miss an opportunity ! Logging standards and conven;ons are vital ! Opera;onal Intelligence is actually just common sense (WHY → WHAT → WHERE → WHEN → HOW)
- 21. I am a champion I am a thought leader I am me Ques;ons and Answers