What made this experience possible? The retailer
learned about your favorite choices based on your
past orders and preferences, and quickly off ered you a
product you wanted. Yet, what if you ordered this book
just before the holidays in December, when traffi c on
the retailer’s Web site was much greater than normal?
Would you still get that same level of service and pro-
cess your transaction as quickly and fl awlessly? The
answer is yes. On these types of customer sites, end-
user experience monitoring provides IT with a view
into the application performance and infrastructure,
as well as how each end user interacts with the tech-
nology, to ensure this level of service — regardless of
the conditions or variables.