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  • 1. Customer Experience,Mobile and RetailWELCOME!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!