The Keynote Benchmark - The Mobile and Internet Performance Review
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Volume 1, Number 1: Winter/Spring 2007

Performance and Usability:
Connecting with Customers on the New Internet

It's not the same Internet it was just a few years ago. Powerful new technologies have added multiple dimensions of interactivity and personalization — and users have quickly raised their expectations for a rich and efficient online experience. This inaugural issue of Benchmark explores some of the significant trends shaping the new Internet.


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Featured Articles

Customer Experience 2.0:

Designing for a Demanding, Distractible User

How are the interactive tools of Web 2.0 and social networking impacting user expectations?

Abstract | Article

Wireless:

The Online Competition for America's Ears & Thumbs

What best practices are connecting with prospects and customers visiting wireless vendor Web sites?

Abstract | Article

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From the CEO

Dear Fellow Executive:

Welcome to the inaugural issue of The Keynote Benchmark, a high-level intelligence report for every executive and manager who is involved in online strategy and execution, or whose organization depends on a successful Web presence. That's just about all of us.

For years now, we've been testing, measuring and monitoring the online performance of some of the world's leading organizations. In this issue, we look at how Web and mobile performance and usability have become even more critical to overall customer satisfaction, and ultimately your success.

A lot of people are talking about "Web 2.0." Some dismiss the term as just a catchphrase. But by any name, everyone's business is and will be affected by this wave of new technology that includes rich Internet applications, broadband content including streaming media, social networking, user-generated content, and the continued growth of the mobile Internet. The overwhelming challenges these radical changes present for usability experts and Web operations teams are just beginning to be truly appreciated.

In this first issue of Benchmark, you'll meet usability and performance experts from Yahoo!, Fidelity Investments, MauroNewMedia, MobiTV, Akamai, PowerReviews, and others. You'll get a glimpse of how these organizations are adapting to and leveraging the latest technologies. And you'll see how consumers react to Web sites in the important brokerage and wireless industries.

One comment in this issue that really says it all was made by Paul Graham, senior vice president, retail brokerage at Fidelity, who said, "Fidelity is a financial services firm, but we're also a technology firm." That really sums up the challenges faced by most successful companies operating today. Leading organizations realize that it is no longer good enough just to have a Web site or a mobile presence. Staying on top of the technological aspects of the evolving Web and mobile worlds is like running an entire business in and of itself.

Our goal for Benchmark is not to provide all the answers, but rather to highlight the rapidly evolving online world and the ways in which businesses are meeting its challenges.

We hope you enjoy this issue and we look forward to forging an ongoing relationship with you as the magazine evolves right alongside the online medium that is its focus.

Best Regards,

Umang Gupta
Chairman and CEO, Keynote Systems
Publisher