According to Forrester, CIOs are becoming increasingly customer-obsessed, and for good reason. eCommerce firms and business units are on the front-lines of this trend – especially during the holiday shopping season.
Cyber Monday is still the king of eCommerce in the US, according to stats from Adobe. Americans will be spending about $2M every minute of the day online – approximately 3 times the ecommerce spending on a normal day. For the UK the big ecommerce day is Black Friday, where Adobe predicts the total take to be $724M (US dollars), or twice the normal level of online shopping.
Of course that spending is not going to be evenly distributed across all 24 hours of Cyber Monday. The inevitable transaction spikes are what will give eCommerce IT teams nightmares in the weeks to come. Some of the questions keeping those teams up at night:
But the real kicker is: even if IT teams do have dashboards with page-load times, application server metrics, database performance, network latencies, etc they’ll probably not be able to react in time to help me. My cynical prediction is that my online shopping experience will happen during those spikes.
In the universe that is Jasmine’s holiday shopping – the only database lookup performance metrics that matter are the lookups answering my search queries. The only transaction completion times that matter are mine. I don’t care if the site’s performance is great for most people, I care if it is great for me. Therefore, my logical conclusion is that a customer-obsessed e-retailer should be equally obsessed with the Jasmine holiday shopping experience as I am.
And if it’s not? I’ll have no sympathy for companies that just wasted their big data analysis dollars spent on figuring out the perfect product, discount offer, ad campaign etc. to get me to their shopping cart – only for an epic fail.
As my fellow online shopper, and Corvil CTO Raymond Russell said last year:
"All the planning and forecasting in the world can't help predict what will actually happen in production…To account for real-time conditions, the team needs to be able to see at a glance the key metrics that capture how well the IT infrastructure is delivering the customer experience."
Customer-obsessed IT teams worry about connecting the infrastructure to experience dots for every customer, every transaction, as it happens, during the peaks of the busiest online shopping day of the year. Why? So that their business can dominate the universe that is Jasmine’s holiday shopping - and of course, by extension, your holiday shopping!