mobile

Happy 10th Birthday iPhone – We’ve come so far, but have so far to go.

As a tech geek I was an early adopter of the iPhone. I joke around with my friends that I thought of it before anyone else. Way back in 2005, a few years before the release of the iPhone, I picked up an iPod, and said “One day this thing will be all glass and it will be colour, and we will do email, music and we’ll take photos with… read more

Customer complaint resolution in today’s digital multi-channel world!

I have seen many companies struggle to find out what issues may be driving customer complaints when they come in to a support or service center, and today’s digital multi-channel strategies do not make it easier. With customer complaints, the following question always surfaces: Is the complaint because of a technical issues or is it something else? To get visibility into technical issues many companies have tried web session recording… read more

Mobile wins the digital stakes on Melbourne Cup day

It’s the race that stops Australia. TAB claims they handle 3000 transactions per second at the peak of the betting splurge – across desktop and mobiles in all parts of the country. You can imagine, preparing for peak digital performance is a major priority for all betting agencies at this time of year. Let’s do some testing and see what we find As usual, my interest in how digital businesses… read more

What to do about Ad blocking impact on customer experience?

Economists have written about the law of unintended consequences. This is the theory that the actions of people, governments, and industries always have effects that are unanticipated. Whether it’s the too-quiet Airbus A380  or cell phones and bananas, unexpected outcomes often happen in pursuit of other goals. One of the latest examples of this is the emerging impact of ad blocking technology on the digital media industry. It’s… read more

When mobile friendliness defeats mobile performance!

Recently, someone asked me the following question: “Can you explain to us why the same page, optimized to be mobile friendly, takes 4.5 seconds to open on the desktop Chrome browser, but takes almost 15 seconds on the mobile Chrome browser”. So I checked to see if they had followed the three basic rules everyone should follow when creating something mobile-specific whether it is a native mobile app or like in this… read more

Dynatrace Perform 2017 Digital Performance Management conference date announced: February 7 – 9, Las Vegas

The fourth annual Perform 2017 conference takes place February 7 – 9 2017 at the Cosmopolitan Hotel in Las Vegas! Two-and a-half days, 60+ sessions, 75+ industry thought leaders, and over 100 hours of training. We are scheduling speakers and creating an agenda that you don’t want to miss! Last year’s presenters included executives from over 60 Dynatrace customers like Nordstrom, American Express, TUI, Verizon, Panera, Luxottica, and Sherwin Williams! Want to attend Perform 2017… read more

Analyzing Online Sales Versus In-store

I was lucky enough to be a part of a webcast a few weeks ago that looked back at the 2015 holiday shopping season. “Sucharita Mulpuru (Vice President and Principal Analyst at Forrester Research and leading expert on eCommerce, multichannel retail, consumer behavior, and trends in the online shopping space) provided the relevant business effects of the 2015 customer holiday shopping experience, and I looked at the technology side of… read more

The Big Game 2016: Live Blog Coverage

UPDATE: February 8th, 2016 5:00pm UPDATE: February 7th, 2016 10:24pm That’s the game!  Congratulations to the Denver Broncos.  So the results for the web site performance for advertisers during the game are in as well.  Here is the complete list, and as you’ve seen tonight while there were some fumbles everyone recovered well…  well except Beyonce.com, we are still waiting for it to recover. (edit. look like it recovered… read more

Going Mobile: Adopting a "mobile-first" strategy

Back in the days when smartphones began to dominate the market, customers started to access information on-the-go — emails, weather, news, sports etc. Many companies — including Walgreens –realized the need to address the specific requirements of the mobile user and typically introduced a mobile version of their primary website. Either it was a completely different mobile website or a transcoded version of the desktop website. Those choosing to create a… read more

Update: Countdown to Premiere of Star Wars, The Force Awakens: Digital Performance Is Essential for Related Sites

Star Wars, The Force Awakens Premieres – A Look at the Digital Performance of Ticket Purchasing and Merchandising Sites Under the Force of Online Visits Update: December 22nd, 2015 Star Wars Digital Performance – “Epilogue” Update “When I left you, I was but the learner; now I am the master” So as we wrap up the Star Wars weekend, all reports (spoiler free here) say that Star Wars, The Force… read more