This document discusses how to improve customer experience on websites. It identifies three main reasons why customers leave websites: 1) The experience keeps restarting across devices, 2) The content is not compelling or relevant, and 3) The brand is not where customers are across channels. It recommends: 1) Using responsive design for a consistent experience across devices, 2) Delivering truly compelling and contextual experiences through tailored content, and 3) Taking an omni-channel approach to be where customers are across multiple channels. Web experience management tools can help organizations implement these strategies to optimize the customer experience.