Download - Ann Ruckstuhl eTail West
5
“eCommerce” MASLOW
Smart
Fast
Easy
Secure
Functional Physiological
Safety
Love/Belonging
Esteem
Self Actualization
• Impatient consumers
• Spiky demand
• Mobile & IoT
• Dependency on 3rd parties
• Complex technology
• Lack insights & control
“CRISIS”
13
Google, SeeWhy
90% People who move between devices to accomplish a goal
2.6 Average number of devices used by a shopper during a single transaction
6.2 Number of visit an average shopper makes before buying
97% Mobile transactions abandoned
14
o 18 = Average Number of 3rd Party Calls Per Page
o Third party content can make up > 50% of page requests
my
Layer 6Presentation Layer
Layer 4Transport Layer
Layer 2Data Layer
Layer 7Application Layer Layer 5 Session Layer
Layer 3Network Layer
Layer 1 Physical Layer
Technology Stack Getting More Complex
SPA
CDN
Payments
Clouds
Social
Carriers
CRM
Marketing Advertising
APM
Devices
Network
24
Performance = CX + Business Outcome + IT Performance
Measure Every user experience
and outcome
Test Continuously checkfunctionality & load
Optimize Prioritize improvements using ROI