Recent data from eMarketer projects that U.S. retail ecommerce sales will accelerate each year through 2027, reaching more than $1.7 trillion and comprising one-fifth of total retail sales. The great societal shift online is no longer an emerging trend, it's how we live, work and play.
Now that so much of our lives take place online, consumers have increasingly higher expectations about online experience. The consequences of poor experience are significant for e-commerce retailers, affecting sales, revenue, and stock price. New research conducted by Forrester Research on behalf of Catchpoint shows that one cause of poor experiences are disruptions across the "Internet stack," including routers, firewalls, ISPs, DNS, CDNs, cloud services, website payment providers, and video hosting services — which are particularly costly for e-commerce retailers.
The survey found that nearly 40% of e-commerce retailers suffer customer-impacting disruptions, as many as 76 per month on average, and these can cost up to $1 million per month. Despite the frequency and costs of disruption, however, many e-commerce retailers have been slow to adopt new solutions to proactively reduce or eliminate instances and increase their Internet resilience. Less than one-third of respondents in the survey monitor their full Internet stack today.
But the winds are shifting, with more e-commerce retailers adopting new technologies to gain visibility outside their traditional network infrastructure. 61% of survey respondents say they require tools to anticipate, detect, and fix Internet performance problems quickly, indicating a need for better management of Internet performance.
While monitoring the entire Internet stack isn't easy, with thousands of blind spots dispersed geographically that could become disruptions or affect experience, doing nothing isn't an option. This is precisely why adoption of Internet Performance Monitoring (IPM), which provides those capabilities e-commerce retailers say is missing, is growing.
The survey findings make a strong case for IPM, quantifying the consequences of not closely monitoring all aspects of a customer's experience and addressing issues before they happen. With so much at stake, from slow site loading to abandoned shopping carts, there must be zero tolerance for disruption. And this starts with proactive monitoring that anticipates problems instead of reporting on them retrospectively.
As I've written before, the Internet is your new network, and if you're an e-commerce retailer — or any company for that matter, Internet resiliency is critical to the quality and consistency of your digital experience. Our survey shows that e-commerce retailers acknowledge the importance of proactively monitoring the Internet stack, and this industry pivot is certainly a hopeful sign.
You can review the entire findings of the survey HERE. You can also learn more about the benefits of IPM by watching the Increase Revenue through Internet Resilience Webinar.
The Latest
Users have become digital hoarders, saving everything they handle, including outdated reports, duplicate files and irrelevant documents that make it difficult to find critical information, slowing down systems and productivity. In digital terms, they have simply shoved the mess off their desks and into the virtual storage bins ...
Today we could be witnessing the dawn of a new age in software development, transformed by Artificial Intelligence (AI). But is AI a gateway or a precipice? Is AI in software development transformative, just the latest helpful tool, or a bunch of hype? To help with this assessment, DEVOPSdigest invited experts across the industry to comment on how AI can support the SDLC. In this epic multi-part series to be posted over the next several weeks, DEVOPSdigest will explore the advantages and disadvantages; the current state of maturity and adoption; and how AI will impact the processes, the developers, and the future of software development ...
Half of all employees are using Shadow AI (i.e. non-company issued AI tools), according to a new report by Software AG ...
On their digital transformation journey, companies are migrating more workloads to the cloud, which can incur higher costs during the process due to the higher volume of cloud resources needed ... Here are four critical components of a cloud governance framework that can help keep cloud costs under control ...
Operational resilience is an organization's ability to predict, respond to, and prevent unplanned work to drive reliable customer experiences and protect revenue. This doesn't just apply to downtime; it also covers service degradation due to latency or other factors. But make no mistake — when things go sideways, the bottom line and the customer are impacted ...
Organizations continue to struggle to generate business value with AI. Despite increased investments in AI, only 34% of AI professionals feel fully equipped with the tools necessary to meet their organization's AI goals, according to The Unmet AI Needs Surveywas conducted by DataRobot ...
High-business-impact outages are costly, and a fast MTTx (mean-time-to-detect (MTTD) and mean-time-to-resolve (MTTR)) is crucial, with 62% of businesses reporting a loss of at least $1 million per hour of downtime ...
Organizations recognize the benefits of generative AI (GenAI) yet need help to implement the infrastructure necessary to deploy it, according to The Future of AI in IT Operations: Benefits and Challenges, a new report commissioned by ScienceLogic ...
Splunk's latest research reveals that companies embracing observability aren't just keeping up, they're pulling ahead. Whether it's unlocking advantages across their digital infrastructure, achieving deeper understanding of their IT environments or uncovering faster insights, organizations are slashing through resolution times like never before ...
A majority of IT workers surveyed (79%) believe the current service desk model will be unrecognizable within three years, with nearly as many (77%) saying new technologies will render it "redundant" by 2027, according to The Death (and Rebirth) of the Service Desk from Nexthink ...