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Klaus Enzenhofer

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Latest Blogs from Klaus Enzenhofer
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: I...
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 i...
Based on studies from Google, Bing, Walmart, Amazon and others, we know that Users change their behavior because of the slightest degradation in performance. Amazon claims they see a 1% conversion drop per 100ms speed. But what about other factors such as first time vs revisiting users...
A while ago I wrote about measuring user experience or customer experience by applying the User Experience Index as the metric to monitor in today’s digital performance world. To obtain the right insight we must consider four key ingredients: Errors Response Times User behavior U...
I recently began research on Search Engine Optimization to further understand what we can learn from Performance Monitoring solutions. As an IT nerd, I started the investigation on the technical side of the house, speaking with operators and CTO’s about robots. Interestingly, all of th...
Content quality, mobile readiness and site performance are the three key pillars of search engine ranking. I want to examine the performance impact here since it is easy to measure and Google is really supports it. Google is even experimenting with a “Red Slow Label” to warn users abou...
Today’s websites are no longer solely marketing channels, they are critical production factors. If a website fails to deliver a satisfactory customer experience the entire value delivery chain is broken, and a company will not generate revenue regardless of product quality or value pro...
Nobody wants to be in the news with headlines like this, but it happens. I’d like to share an interesting experience I had when meeting on site with an anonymous customer. I’ve since noticed this same problem a few times, concerning Email Marketing, Conversion impact, nervous operators...
In the past we have been looking at page load times of our desktop browser applications and we used concepts like the APDEX to find out what the user experience looks like but since it got defined a lot of things have changed. At Velocity last November I presented that APDEX is dead, a...
In September, Macy’s announced that they will invest $1 Billion into their omni-channel strategy. When spending so much money the question that immediately comes up is how to measure the success? Key questions such as “Are conversion rates increasing as planned?” and “How good is the U...
In September, Macy’s announced that they will invest 1 Billion $ into their omni-channel strategy. When spending so much money the question that immediately comes up is how to measure the success? Key questions as “Are conversion rates increasing as planned?”, “How good is the User Exp...
A new version of Android is coming up, Lollipop, and as usual the Android team at Google is promising that it will be faster, backed by a new ART runtime and the promise is to reach performance improvements up to 100%. I am lucky that I can always take a look at new releases of […...
Like last year , Dynatrace asked 2000 holiday shoppers in the United States which channels they will use to do their holiday shopping and what they expect regarding the experience. Last year the need for speed was one of the key findings and this year speed matters even more. In fact, ...
Apple just came out with the new programming language Swift . According to Apple, Swift will make it a lot easier and more fun to develop apps for both iOS and OS X. That’s in contrast to the current language, Objective-C, which is somewhat antiquated and considered by many to be diffi...
I was talking with friends about the upcoming FIFA World Cup 2014 and we wanted to look up some facts online to settle an argument using the official FIFA Mobile App. When we noticed the official FIFA app in the Google Play store, I was curious why so many of the recent reviews were po...
With the establishment of mobile web and native mobile apps, your website isn’t the only customer touch point anymore. Mike Austin, Director of e-Commerce at RoomsToGo said it best: ”Our customers expect the same user experience throughout all our channels no matter if it is the websit...
“We expect that the revenue made via our mobile apps will cross the 50% mark within this year!” Most of our eCommerce customers are starting to say this to us. These customers have driven their businesses to the web and have successfully applied Real User Monitoring (RUM) for web. They...