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Waitrose appoints AppDynamics to ‘fine-tune’ customer experience…

Waitrose eCommerce image EDITEDTo support its ongoing omnichannel strategy and further monitor the digital customer journey, Waitrose has introduced the data analyst platform, AppDynamics Application Intelligence across the whole eCommerce business to provide real-time performance metrics.

Appointed by Waitrose after an initial successful trial, the platform will allow retailer to make data-driven decisions on each department, including Waitrose Gift, Waitrose Florist and Waitrose Kitchen, on how to ‘fine-tune’ the customer experience and deliver exceptional service reflecting its current 344 stores in the UK. Head of IT operations, eCommerce at Waitrose, Alex Bowles, said: “AppDynamics has helped us take a proactive standpoint on delivering an exceptional shopping experience to our customers. 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 light bulb moment for the rest of the business.”