Eggplant Blog

The Customer is King, and Omnichannel Testing is Essential for a Happy Monarchy

3/16/20 / by Gareth Smith posted in Customer Experience, Test automation, customer experience optimization, omnichannel testing

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If you harbor any doubts that we live in an omnichannel age, take a look at the following statistics. According to Google, 98% of Americans switch between devices in the same day. In the early 2000’s, only 7% of consumers used more than four touchpoints when purchasing an item. Fast forward to today, and that number has climbed to over 50%.

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Meet Us at the Gartner AADI Summit on 20–21 May

5/16/19 / by Alex Painter posted in digital automation intelligence, customer experience optimization, digital transformation

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Digital transformation, AI, robotic process automation, and aligning an agile IT capability with business outcomes. These are all topics that are close to our heart.

That’s why we’re Platinum sponsors of the Gartner Application Architecture, Development & Integration Summit in London on 20 to 21 May 2019.

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Customer Experience Optimization for Better Business Outcomes

3/28/19 / by Alex Painter posted in Customer Experience, Test automation, digital automation intelligence, real user monitoring, customer experience optimization, digital transformation

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Businesses want software that delights end users. Customer experience is the priority. But even as the requirement for ever better experiences grows, actually delivering on that requirement is getting harder.

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Optimize Online Bookings in the Travel Sector to Delight Customers and Drive Revenue

8/20/18 / by Alex Painter posted in User Testing, Performance testing, User experience testing, Web Performance, customer experience optimization, business outcomes

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Providing an amazing customer experience is critical in the travel and hospitality sector. Competition is fierce and consumers are fickle. If one website fails to deliver a slick, easy-to-use online interface, an alternative is only a couple of clicks away.

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Transforming Customer Experiences With Eggplant

8/14/18 / by Michael Giacometti posted in User Testing, Performance testing, User experience testing, artificial intelligence, Selenium, shift up, customer experience optimization, business outcomes

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Customer experience transformation is a key initiative for any business that wants to position itself for the 21st century. Two important concepts involve updating and digitizing technology, and creating persistent customer relationships. According to Bain & Company, customer experience transformation starts with “… simplifying your core business and digitizing it where it matters.” McKinsey & Company writes that in any customer experience transformation, “… the voice of the customer can be used to identify upstream and cross-functional issues and address the root causes of problems.” In short, to see positive results, you need well-tested, high-quality digital assets that reflect ever-evolving customer needs and desires.

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Customer Experience Optimization: Improve the UX and Business Outcomes of Digital Software

8/8/18 / by John Bates posted in Customer Experience, customer experience optimization, continuous testing, continuous monitoring

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There are certain inalienable truths about businesses: they all want to succeed and they all want to beat their competitors. What's slightly different is how a business defines success. For a healthcare company, it might be lives saved. For an insurance company, it's the number of policies bought. For an e-commerce retailer, it's shopping basket conversions. 

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Three Key Lessons from Amazon’s Prime Day Performance Problems

8/7/18 / by Alex Painter posted in User Testing, Performance testing, synthetic monitoring, website performance, customer experience optimization, continuous monitoring, Monitoring Insights

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Just one hour of downtime cost Amazon an estimated $100 million in lost sales. Unless you were completely off the grid, you’re well aware of the performance issues Amazon and its shoppers experienced on what was touted to be the biggest Prime Day in the company’s history.

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