OPERATIONS

Splunk platform helps drive online revenue at John Lewis

BY Marianne Wilson

San Francisco — Splunk Inc. announced that British retailer John Lewis is using Splunk Enterprise to deliver operational and customer insight across the retailer’s website.

Originally selected to search and alert on John Lewis’ IT infrastructure, Splunk Enterprise is now also used for digital intelligence through real-time analysis of data from e-commerce platforms to better understand purchasing trends, improve customer experience and drive higher conversion rates.

“Within weeks of implementing Splunk software, we saw a substantial return on investment,” said Aleem Cummins, release manager & Splunk lead, John Lewis. “We discovered we were losing customers with a certain version of a web browser at checkout. Insights from Splunk Enterprise immediately identified and helped to resolve the problem and protect our revenues. We have also started to analyze customer journeys on the John Lewis website, revealing new insight into how customer experience can be made even better. At John Lewis, customer experience is more than just words; it’s a belief, and Splunk has helped us to better understand, and improve, the experience we offer our customers.”

The John Lewis team uses the intelligence Splunk Enterprise provides to make key business decisions, from the IT, web and marketing departments to senior stakeholders of johnlewis.com. Over the key Christmas clearance in 2013, Splunk Enterprise made a positive contribution to John Lewis delivering the best online performance in company history. John Lewis online sales grew more than 23% over the holiday period, and Splunk Enterprise is credited with helping the organization make important operational and marketing decisions, such as when to promote certain items or campaigns.

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Steve Madden taps Certona for real-time omnichannel personalization

BY Marianne Wilson

San Diego — Certona, a provider of real-time omnichannel personalization, was selected by Steve Madden to deliver integrated, hyper-personalized experiences to its customers as they browse, share and purchase their favorite footwear and accessories.

Through Certona’s patented technology, Steve Madden can identify new and specific customer segments, and then strategically target content by segment. As shoppers navigate Steve Madden’s interactive, digital ecosystem, they receive targeted content and product recommendations that most appeal to their individual tastes.

"The Steve Madden shopping experience is focused on connecting customers with the fashion and products they love, in a way that is personal, unique and targeted toward their personalities," said Mark Friedman, president of e-commerce for Steve Madden. "We see great potential in working with Certona to extend this one of a kind personalization and superior shopping experience to our customers — especially since Certona’s unique expertise paves a smooth road to an omnichannel future."

Steve Madden can set granular rules within the Certona platform to ensure it is closely aligning initiatives with customer preferences and activity. This is complimented with deep testing and reporting capabilities that provide visibility into how specific campaigns, products and content are resonating with shoppers.

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OPERATIONS

Living Social names eBay exec as next CEO

BY Staff Writer

New York — The daily-deals website LivingSocial on Tuesday named Gautam Thakar, a longtime eBay executive, as its incoming president and CEO. Thakar heads the e-commerce giant’s Shopping.com price comparison site.

He will replace co-founder and outgoing CEO Tim O’Shaughnessy by mid-August.

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