The more digital your customers become, the more individual their buying experience will be. Like bees to the hive, their journey can be random—taking any path, any time, doubling back or going elsewhere. The one thing you can count on is that they all want a flawless trip, no matter what path they choose. Digital masters understand this, getting customers to the hive happy and buzzing about the experience. Begin your omnichannel strategy here: http://www.dynatrace.com/en/initiatives/mobile-omni-channel.html

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Dynatrace is the innovator behind the new generation of Application Performance Management. Our passion: helping customers,
large and small, see their applications and digital channels through the lens of end users. Over 5,800 organizations use
these insights to master complexity, gain operational agility, and grow revenue by delivering amazing user experiences.
1
Gaining mobile shopping traction requires retailers to think beyond payment, Brent Cohler, director of mobile product marketing at SAP, Feb. 21, 2014, http://www.mobilepaymentstoday.com/articles/gaining-mobile-shopping-traction-requires-retailers-to-think-beyond-payment/ •
2
Bank’s Digital Sales Results Increase 36% With Improved Onboarding, Jan 6 2015, Jim Marous, Publisher, Retail Banking Strategies for The Financial Brand and Publisher, http://thefinancialbrand.com/47761/digital-banking-lending-account-opening-onboarding/ • 3
What's driving
tomorrow's retail experience? 2012, Motorola Solutions, https://secure.rm.motorolasolutions.com/forms/RetailofTomorrowWP/?mls=wsid=301&mls=ws • 4
Report: 2014 Christmas Shopping in Europe, Perform or Perish! Digital Shopping on Track to Unseat In-Store Shopping,
Dec 3 2014, Dynatrace, http://www.dynatrace.com/content/dam/en/general/2014holiday_report_emea.pdf • 5
Swirl Releases Results of Retail Store Beacon Marketing Campaigns, November 25, 2014, http://www.swirl.com/swirl-releases-results-retail-store-beacon-marketing-campaigns/ •
6
Holidays 2014,: What Retailers Need to Know, Nov 19 2014, Dynatrace, http://www.dynatrace.com/content/dam/en/info/2014Holiday_infographic.pdf • 7
Customer Experience In The Post-PC Era, Tony Costa, December 2, 2014,
https://www.forrester.com/Customer+Experience+In+The+PostPC+Era/fulltext/-/E-res93083#AST988558 • 8
Holidays 2014,: What Retailers Need to Know, Nov 19 2014, Dynatrace, http://www.dynatrace.com/content/dam/en/info/2014Holiday_infographic.pdf • 9
Conversion techniques
for the cross-channel, multi-device buyer, Sept 30 2014, Shop.org Summit 2014, http://eba4cabbb25aaebe2475-1af446bbc498aa108c6ee7b6388b9fa1.r49.cf2.rackcdn.com/Conversion_Techniques_Nicholls.pdf • 10
Holidays 2014,: What Retailers Need to Know,
Nov 19 2014, Dynatrace, http://www.dynatrace.com/content/dam/en/info/2014Holiday_infographic.pdf • 11
Shopping, Productivity and Messaging Give Mobile Another Stunning Growth Year, Simon Khalaf, January 6, 2015,
http://www.flurry.com/blog/flurry-insights/shopping-productivity-and-messaging-give-mobile-another-stunning-growth-year#.VR8GuEJeQzw/growth-year#.VR8GuEJeQzw • 12
Mobile 500 2015 Edition, Ranking the World's largest Mobile Commerce Business, Aug. 19, 2014, Internet Retailer,
http://www.top500guide.com/assets/1/7/2015_Mobile500_Editorial.pdf • 13
Take Stock In Customer Experience Leaders, Bruce Temkin, Forrester, March 12, 2010, http://blogs.forrester.com/bruce_temkin/10-03-12-take_stock_customer_experience_leaders • 14
Performance and Monitoring
Tools: The key to success for e-retailers during the holiday shopping season, Feb 20 2015, Internet Retailer, http://images.internetretailer.com/IR/Collections/022015_AppDynamics_Report_IR.pdf • 15
Shopping Centers:
America’s First and Foremost Marketplace, October 14, 2014, International Council of Shopping Centers, http://www.icsc.org/uploads/research/general/America-Marketplace.pdf
of shoppers
looked online
before purchasing
in-store3
of online shoppers
who started on a
smartphone continued
on a PC7
Omnichannel
customers
tend to shop more
frequently and spendMOBILE
ONLINE EXPERIENCE
The more digital your customers become, the more individual their buying experience will be.
Like bees to the hive, their journey can be random—taking any path, any time, doubling back or
going elsewhere. The one thing you can count on is that they all want a flawless trip, no matter what path
they choose. Digital masters understand this, getting customers to the hive happy and buzzing about the experience.
Pollinating a Sweet
Omnichannel Experience
of shoppers use multiple
channels to purchase2
80% of shoppers say their
mobile devices influence
purchasing decisions1
shopping apps
session growth
last year on iOS
and Android11
80%
will abandon
sites or apps with
errors or crashes8
86%
of customers who
have a bad first
experience with a
retailer's app will
never give it a
second chance14
Worldwide, 44%
will air their shopping
frustration on social
media with some
countries as high as
61%10
MOBILE WEB
$
Track all shoppers
actions across all
channels (web, mobile
web and mobile apps).
USER BEHAVIOR
Unlike traditional analytics,
know why they leave—
not just where...and assess
business impact
CUSTOMER EXPERIENCE
MANAGEMENT Predict the future and get
it right, before the first
user clicks. Monitor third
parties and key SLAs.
LAUNCH READINESS
are likely to recommend you
and your products after
a superior buying experience13
devices across
1.5 channels
on their on their
buying journey9
67%
95%
Shoppers use
an average of 2.6
174%
80%
16.6%
3.5 times
more than
single-channel
shoppers15
83%
Learn more at dynatrace.com
Business leaders agree that high-performing
omnichannel programs and great customer
experiences are critical for their bottom line.
58% use a
mobile app
while shoping
in stores4
73% of shoppers are
more likely to
purchase during their store visit
with mobile messages and offers5
68%
who comparison
shop online while
in store leave to
purchase elsewhere6
in 2014 —that's 4x
eCommerce growth12
2014 mobile
revenue
for top 500
retailers,
excluding
eBay, up