Waitrose looks to extract more insights from e-commerce platforms with introduction of AppDynamics

Waitrose has introduced the AppDynamics Application Intelligence platform across its e-commerce business to support its ongoing digital strategy and enable the company to gain actionable insights on the customer journey.

The move will give Waitrose greater collaboration across its e-commerce platform, including its specialist shops Waitrose Cellar, Waitrose Florist, Waitrose Gift and Waitrose Kitchen.

AppDynamics Application Intelligence platform will also supply the business with performance metrics in real-time which in turn will help inform strategy on how to improve the customer journey.

The greater insight will ultimately enable Waitrose's different departments to make more efficient cross-departmental, data-driven decisions that will fine-tune the customer experience.

Alex Bowles, head of IT operations and e-commerce at Waitrose, said during the initial trial period Waitrose was able to spot previously invisible code and database-level issues that were impacting application performance, and consequently, user experience.

Bowles added that the analytics has allowed the business to "take a proactive standpoint on delivering an exceptional shopping experience to our customers".

He continued: "We’ve been able to spot application and database issues earlier and quicker, helping us to act faster to improve our digital services — it’s been a real lightbulb moment for the rest of the business.”

Discussing the partnership Jeremy Duggan, vice president for EMEA at AppDynamics, said: "For retailers today, creating a consistent brand experience across multiple channels is key to ensuring customer loyalty."

"Flawless application performance plays a critical role in guaranteeing customers can access their desired product or service as quickly and seamlessly as possible. Waitrose is leading the way in delivering a personalised experience to its customers and empowering their technology and business teams to exceed customer expectations. We look forward to working with Waitrose as it continues to transform its e-commerce offering.”

As well as strengthening its online and in-store experience Waitrose has also recently launched its own-brand range which will focus on a more premium offering.

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