Rethinking Customer Experience: What Are We Measuring and Why?
From September 2016, this three-part series (prefaced by an op-ed piece) for the Web marketing publication CMSWire has aged very, very little. In fact, the questions these articles pose are even more valid today, with the coming changes to Google Analytics and the long-delayed encroachment of large-language-model (LLM) AI into the field of organic search. I’ve seen the questions raised by Dynatrace, AppDynamics (now part of Cisco), and others in this series, characterized at the time by the phrase “all of a sudden,” raised again in just the past few weeks and treated with an equally sudden state of shock.
“We talk internally about the whole notion that the quote/unquote ‘page load metric’ is dead. A lot of our customers still use it, because it’s relevant to the way they’re doing certain things with regard to their digital assets. But that is not state-of-the-art for sure. And frankly, where the art is has outpaced, in many respects, where the practice is, with regard to defining some of these metrics.”
