1. Customer Experience,
Mobile and Retail
WELCOME!
September 12, 2012

2. About Me
Ken Godskind
VP, Monitoring Products
@AlertSite_CSO
Ken.Godskind@SmartBear.com
Florida Keys fanatic :)

3. The New World – The Age of the Customer

4. The Customer Experience Pyramid
*1992 KR Sanders, Human Computer Interaction, Carnegie Mellon

5. The State of Ecommerce
*Comscore – State of US Ecommerce Q2 2012

6. And what is mobile’s share of this…
*Comscore – State of US Ecommerce Q2 2012

7. The new multi-screen world
*Google – The New Multi-screen World - research

8. Most Controversial App for Holidays?
 In 2011 it was Amazon Price Check
 I haven’t seen any candidates thus far for 2012.

9. Holiday Web Performance Tip…
 Improve the user experience by considering
disabling some of the 3rd party stuff for Mobile
and on the main Website on peak shopping
days.

10. Thank You!