Customer Loyalty: Protecting the Client-side Experience

Presented by

Susan McReynolds, Akamai | Christine Ross, Akamai | Emily Lyons, Akamai

About this talk

Attracting customers to your website is only half the battle; Keeping them there is what matters most. That’s why creating and maintaining a seamless digital experience once they’ve arrived is crucial to optimizing the customer journey and driving conversions. Did you know that according to Akamai research, –~15% of potential user sessions are interrupted by an unwanted pop-up or browser extension, potentially luring customers away to a competitive - or even fraudulent site? This “audience hijacking” represents a real source of damage to investments made to build brand loyalty – with bottom line repercussions . Gaining visibility into and control over how extensions interact with your website will give your retail organization an upper hand against unwanted activity impacting – and distracting – your customers. Join us in this session as we discuss: - The impact of audience hijacking on the customer path to purchase - Other client-side threats to brand loyalty (i.e. Magecart style attacks) - How to reduce affiliate and ad fraud - How the pandemic impacted customer loyalty - How to better control your brand experience – and online investments - Balancing protecting revenue with building customer relationships
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