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.

Industry Focus:

An overview of research findings in the intensely competitive online brokerage marketplace.

Abstract | Article

Feature Interview:

A conversation with the online experience experts at Fidelity Investments.

Abstract | Article

Wireless:

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

Abstract | Article

Streaming Video:

Can technology keep up with users' rapidly rising
expectations for online video?

Abstract | Article

Customer Experience 2.0:

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

Abstract | Article