Skip to main content

Audience Hijacking Disrupts the Web Experience

Audience hijacking is a widespread phenomenon that is estimated to disrupt up to 15% of e-commerce site visits, according to a survey conducted by Akamai Technologies and Retail Dive.

To enhance their in-browser experiences, many shoppers now install browser extensions, plug-ins, or other browser widgets to help find coupons or offer price comparisons. Sometimes these browser extensions are unknowingly installed on the consumer's device for malicious purposes and can divert visitors away from their intended journey, allowing competitors and malicious actors to disrupt e-commerce experiences.

The three main findings of the survey include:

Retailers are aware of hijacking

Retailers understand that audience hijacking is a big problem. A significant majority of survey participants (85%) said they were at least somewhat familiar with the concept of audience hijacking. As many as 72% said that they were very or extremely familiar with it. This finding highlights the fact that, at least among stakeholders within midsize to large retail organizations, there is broad awareness of the problem.

When asked whether audience hijacking presented a major challenge to their organization, a large majority (82%) of survey participants generally agreed that it was.

Retailers lack visibility

Retailers lack visibility into exactly what's going on during site visits. This is particularly in terms of extensions, pop-ups and scripts running within the customer's browser.

Although today's retailers invest heavily in every aspect of digital experience management, they're still unable to explain why a large number of cart abandonments occur.

As many as 82% of respondents say they lack visibility into the causes of cart abandonment for 5% of online transactions or more, or they simply don't know how often shopping carts are abandoned for reasons they can't determine. Of this group, 30% cannot explain cart abandonment for up to 24% of user sessions — a significant number of lost customer conversions.

Retailers underestimate the impact

Due to a lack of visibility, retailers tend to underestimate the likelihood that audience hijacking is causing churn. The survey results support this, showing 15% of participants said that audience hijacking wasn't a major challenge for their organization, yet 90% were seeing user sessions disrupted by such activities. Some admitted that they entirely lacked visibility into audience hijacking's prevalence.

But audience hijacking clearly continues to have a major impact on retailers with 28% of respondents reporting that its biggest impact is revenue loss.

A further 23% say that it is compromising ROI on digital marketing investments.

Nearly one-quarter of respondents (23%) indicate that audience hijacking has diminished their customers' loyalty, and 17% say it's causing fewer shoppers to make repeat purchases from their e-commerce stores.

Methodology: The survey respondents included more than 75 digital marketing, IT security and technology leaders in retail or e-commerce organizations with at least 1,000 employees.

Hot Topics

The Latest

AI is the catalyst for significant investment in data teams as enterprises require higher-quality data to power their AI applications, according to the State of Analytics Engineering Report from dbt Labs ...

Misaligned architecture can lead to business consequences, with 93% of respondents reporting negative outcomes such as service disruptions, high operational costs and security challenges ...

A Gartner analyst recently suggested that GenAI tools could create 25% time savings for network operational teams. Where might these time savings come from? How are GenAI tools helping NetOps teams today, and what other tasks might they take on in the future as models continue improving? In general, these savings come from automating or streamlining manual NetOps tasks ...

IT and line-of-business teams are increasingly aligned in their efforts to close the data gap and drive greater collaboration to alleviate IT bottlenecks and offload growing demands on IT teams, according to The 2025 Automation Benchmark Report: Insights from IT Leaders on Enterprise Automation & the Future of AI-Driven Businesses from Jitterbit ...

A large majority (86%) of data management and AI decision makers cite protecting data privacy as a top concern, with 76% of respondents citing ROI on data privacy and AI initiatives across their organization, according to a new Harris Poll from Collibra ...

According to Gartner, Inc. the following six trends will shape the future of cloud over the next four years, ultimately resulting in new ways of working that are digital in nature and transformative in impact ...

2020 was the equivalent of a wedding with a top-shelf open bar. As businesses scrambled to adjust to remote work, digital transformation accelerated at breakneck speed. New software categories emerged overnight. Tech stacks ballooned with all sorts of SaaS apps solving ALL the problems — often with little oversight or long-term integration planning, and yes frequently a lot of duplicated functionality ... But now the music's faded. The lights are on. Everyone from the CIO to the CFO is checking the bill. Welcome to the Great SaaS Hangover ...

Regardless of OpenShift being a scalable and flexible software, it can be a pain to monitor since complete visibility into the underlying operations is not guaranteed ... To effectively monitor an OpenShift environment, IT administrators should focus on these five key elements and their associated metrics ...

An overwhelming majority of IT leaders (95%) believe the upcoming wave of AI-powered digital transformation is set to be the most impactful and intensive seen thus far, according to The Science of Productivity: AI, Adoption, And Employee Experience, a new report from Nexthink ...

Overall outage frequency and the general level of reported severity continue to decline, according to the Outage Analysis 2025 from Uptime Institute. However, cyber security incidents are on the rise and often have severe, lasting impacts ...

Audience Hijacking Disrupts the Web Experience

Audience hijacking is a widespread phenomenon that is estimated to disrupt up to 15% of e-commerce site visits, according to a survey conducted by Akamai Technologies and Retail Dive.

To enhance their in-browser experiences, many shoppers now install browser extensions, plug-ins, or other browser widgets to help find coupons or offer price comparisons. Sometimes these browser extensions are unknowingly installed on the consumer's device for malicious purposes and can divert visitors away from their intended journey, allowing competitors and malicious actors to disrupt e-commerce experiences.

The three main findings of the survey include:

Retailers are aware of hijacking

Retailers understand that audience hijacking is a big problem. A significant majority of survey participants (85%) said they were at least somewhat familiar with the concept of audience hijacking. As many as 72% said that they were very or extremely familiar with it. This finding highlights the fact that, at least among stakeholders within midsize to large retail organizations, there is broad awareness of the problem.

When asked whether audience hijacking presented a major challenge to their organization, a large majority (82%) of survey participants generally agreed that it was.

Retailers lack visibility

Retailers lack visibility into exactly what's going on during site visits. This is particularly in terms of extensions, pop-ups and scripts running within the customer's browser.

Although today's retailers invest heavily in every aspect of digital experience management, they're still unable to explain why a large number of cart abandonments occur.

As many as 82% of respondents say they lack visibility into the causes of cart abandonment for 5% of online transactions or more, or they simply don't know how often shopping carts are abandoned for reasons they can't determine. Of this group, 30% cannot explain cart abandonment for up to 24% of user sessions — a significant number of lost customer conversions.

Retailers underestimate the impact

Due to a lack of visibility, retailers tend to underestimate the likelihood that audience hijacking is causing churn. The survey results support this, showing 15% of participants said that audience hijacking wasn't a major challenge for their organization, yet 90% were seeing user sessions disrupted by such activities. Some admitted that they entirely lacked visibility into audience hijacking's prevalence.

But audience hijacking clearly continues to have a major impact on retailers with 28% of respondents reporting that its biggest impact is revenue loss.

A further 23% say that it is compromising ROI on digital marketing investments.

Nearly one-quarter of respondents (23%) indicate that audience hijacking has diminished their customers' loyalty, and 17% say it's causing fewer shoppers to make repeat purchases from their e-commerce stores.

Methodology: The survey respondents included more than 75 digital marketing, IT security and technology leaders in retail or e-commerce organizations with at least 1,000 employees.

Hot Topics

The Latest

AI is the catalyst for significant investment in data teams as enterprises require higher-quality data to power their AI applications, according to the State of Analytics Engineering Report from dbt Labs ...

Misaligned architecture can lead to business consequences, with 93% of respondents reporting negative outcomes such as service disruptions, high operational costs and security challenges ...

A Gartner analyst recently suggested that GenAI tools could create 25% time savings for network operational teams. Where might these time savings come from? How are GenAI tools helping NetOps teams today, and what other tasks might they take on in the future as models continue improving? In general, these savings come from automating or streamlining manual NetOps tasks ...

IT and line-of-business teams are increasingly aligned in their efforts to close the data gap and drive greater collaboration to alleviate IT bottlenecks and offload growing demands on IT teams, according to The 2025 Automation Benchmark Report: Insights from IT Leaders on Enterprise Automation & the Future of AI-Driven Businesses from Jitterbit ...

A large majority (86%) of data management and AI decision makers cite protecting data privacy as a top concern, with 76% of respondents citing ROI on data privacy and AI initiatives across their organization, according to a new Harris Poll from Collibra ...

According to Gartner, Inc. the following six trends will shape the future of cloud over the next four years, ultimately resulting in new ways of working that are digital in nature and transformative in impact ...

2020 was the equivalent of a wedding with a top-shelf open bar. As businesses scrambled to adjust to remote work, digital transformation accelerated at breakneck speed. New software categories emerged overnight. Tech stacks ballooned with all sorts of SaaS apps solving ALL the problems — often with little oversight or long-term integration planning, and yes frequently a lot of duplicated functionality ... But now the music's faded. The lights are on. Everyone from the CIO to the CFO is checking the bill. Welcome to the Great SaaS Hangover ...

Regardless of OpenShift being a scalable and flexible software, it can be a pain to monitor since complete visibility into the underlying operations is not guaranteed ... To effectively monitor an OpenShift environment, IT administrators should focus on these five key elements and their associated metrics ...

An overwhelming majority of IT leaders (95%) believe the upcoming wave of AI-powered digital transformation is set to be the most impactful and intensive seen thus far, according to The Science of Productivity: AI, Adoption, And Employee Experience, a new report from Nexthink ...

Overall outage frequency and the general level of reported severity continue to decline, according to the Outage Analysis 2025 from Uptime Institute. However, cyber security incidents are on the rise and often have severe, lasting impacts ...