1、Everything You Need to Know About Experience IntelligenceTable of contentsEverything You Need to Know About Experience Intelligence2What is experience intelligence,and who needs it?3Conclusion25Experience intelligence with Contentsquare5Considerations22An all-in-one platform6About Contentsquare26Pro

2、duct Analytics9Experience Analytics12Voice of Customer20Experience Monitoring18A unified experience21Businesses today are no longer defined by the products they offer but by the quality of their experience.With digital experiences becoming more personalized and customized,and journeys getting more c

3、omplex,customers are setting high expectations on brands and products they interact with.IntroductionWhat is experience intelligence and who needs it?Everything You Need to Know About Experience Intelligence3Everything You Need To Know About Experience Intelligence4ConsiderationsHeader up to five li

4、nes of textSubheader.Faccum as ut accab iuntin et aut dit mos ex etur seque dolorporibus et volluptaeri ilis solupti onsecessim enducilis aut lab id quid que eum inihita sit quiam et dolenimposa qui ut mi,nihicto tatur?Iquo corem autaspe aut aut qui illore re possim fuga.Dam simusam quist earitin nu

5、llendam illuptatio optate simolesto et aut el ium etur,ommolup.Everything You Need To Know About Experience Intelligence4Chapter titleRelying on traditional analytics just doesnt cut it anymoreKnowing pageviews and bounce rates only tells part of a much more nuanced user experience.With experience i

6、ntelligence analytics,you can start to fill in the gaps.See what drives behaviors,where users are frustrated,and learn from them firsthand how they feel about product launches,new features,and their overall digital journey.Experience intelligence is a comprehensive way to drill down into the quantit

7、ative and qualitative data and surface insights that can get you one step closer to building the perfect digital experience for your customers.When you make a decision,you take into account several criteriaits the same with your customers.With Contentsquares all-in-one Experience Intelligence platfo

8、rm,you can start to understand,and optimize,the criteria your customers have.And,this data insight is for everyone.Siloed data is a thing of the past.Experience intelligence analytics brings together marketers,product teams,UX,design,and IT teams to transform the way they work and collaborate.Everyo

9、ne has access to the right data to make better decisions about customer experience.If your company has a customer touchpoint,then experience analytics is your way into discovering every dimension of their experienceregardless of company size.Contentsquares Experience Intelligence platform auto-captu

10、res data across your web,mobile sites,and apps to deliver quantitative and qualitative data,which feeds into business-impact insights,powered by artificial intelligence.From Product Analytics to Voice of Customer and Experience Analytics,Contentsquares platform provides a comprehensive map of your c

11、ustomers behaviors,intent,and feelings.Everything You Need to Know About Experience Intelligence4What is experience intelligence and who needs it?“Declining attention spans and high mobile traffic were driving new patterns of customer behavior.Optimizing our digital customer experience became an ess

12、ential next step for us to stay competitive.”Jon Cherki CEO at Contentsquare(Level up your CX strategy,2:21)Lets dig into how Contentsquare captures,analyzes,and delivers unique customer insights.Experience intelligence analytics with ContentsquareEverything You Need to Know About Experience Intelli

13、gence5An all-in-one platformTraditionally,analytics tools have been segmented into different teams and departments within a single company.Marketing works with one set of analytics,product teams with another,and so on.This makes for siloed data and a patchwork approach to end-to-end customer journey

14、s.With Contentsquare,these tools are connected within one platform.This means your marketing,product,IT,and design teams all work from the same robust data.Insights needed to drive metrics and end-to-end experience optimizations are accessible and easy to understand,thanks to our artificial intellig

15、ence(AI)functionality.Plus,business context is built-infrom conversions to retention,lifetime value,and ROIso you can understand the real business impact of each insight surfaced in the platform.Everything You Need to Know About Experience Intelligence6Experience Intelligence with ContentsquareEvery

16、thing You Need to Know About Experience Intelligence7Experience Intelligence with ContentsquareA complete understanding of your customers through an all-in-one platformSee user and performance dataClicksTapsSwipesHoversSite speedErrorsWeb VitalsEventsSessionsSegmentsOfflineConnected use casesExperie

17、nce Analytics To increase conversionExperience Monitoring To decrease frustrationProduct Analytics To increase retentionVoice of Customer To improve sentimentSurveysFeedbackAI-powered insights throughout to increase speed and efficiencyTo truly understand the customer experience,you need a holistic

18、analysis,capturing data across every point in your site or app,including:Interactions across sessions Mobile and mouse movements Revenue,conversion,retention,and lifetime value Product catalog,inventory,and prices Errors and performance Website and app contents(HTML,CSS,DOM)Ratings,feedback,and sent

19、imentEverything You Need to Know About Experience Intelligence8Experience Intelligence with ContentsquareFollowing the acquisition of Hotjar and Heap,Contentsquare is building on its mission to empower businesses to create a world where everybody gets the experience they love,seek,and deserve.Lets n

20、ow find out what you can do in the Contentsquare platformEverything You Need To Know About Experience Intelligence9ConsiderationsEverything You Need To Know About Experience Intelligence9Experience intelligence analytics with ContentsquareProduct AnalyticsHere are a few key ways you can make data-dr

21、iven decisions related to your product or service with Contentsquares Product Analytics.Everything You Need to Know About Experience Intelligence9Experience Intelligence with ContentsquareAI for smart analysisNot an analyst?Not a problem.Dont know where to start with your data?Dont worry.Contentsqua

22、re AI is there to help you navigate,sort,query,and draw insights from your data.It works like your own built-in analyst assistant.Ask a question(or 3)and youll get clear,easy-to-understand answers enriched with charts and visuals to inform your future product investments,prioritize workloads to addr

23、ess any friction or opportunity points early on,and find new ways to optimize.But Contentsquare AI doesnt just tell you what you want to know.It surfaces new ways of looking at your product or service,drawing from user experience to share insights you might not have thought of before.If you want to“

24、look under the hood”at how it analyzes the data,simply ask it.Contentsquare AI explains the meaning of the data behind the numbers,plus how it came to its conclusion.“AI insights allow us to instantly dive into the Contentsquare platform,providing us with insights without us having to think twice ab

25、out it and helping us quickly understand where our customers are facing friction or frustration.”Kelly Truong Experience Design Lead at MydealEverything You Need To Know About Experience Intelligence10ConsiderationsEverything You Need To Know About Experience Intelligence10Experience intelligence an

26、alytics with ContentsquareEverything You Need to Know About Experience Intelligence10Experience Intelligence with ContentsquareMulti-session conversion dashboards Users dont always act the way we think they will.If they did,creating the perfect customer journey would be a walk in the park.They might

27、 start a conversion journey and then drop off halfway through,for many reasons.Maybe they pause the journey and come back on another device later that week because they started on mobile but prefer to checkout,sign up,or subscribe on desktop.With Contentsquares multi-session dashboard,you can drill

28、down into the nitty gritty of your conversion journeys.Find out how many sessions it takes before a user typically converts,whether app access makes them more or less likely to convert,and what actions taken within the journey can typically be correlated to conversion.TipLooking for faster insights

29、without having to log into the dashboard each time?Subscribe to regular email updates within the Contentsquare platform to stay up to date on core metrics.And,with shareable public links,you can send over insights to C-suite executives,partners,or other teams without them needing to log in.End-to-en

30、d customer journey mappingImprove conversionMaximise retentionIncrease loyaltyLandPDPCartCheckoutPurchaseApp installPurchasePurchaseTrack packageSwitch to desktopUninstall appEverything You Need To Know About Experience Intelligence11ConsiderationsEverything You Need To Know About Experience Intelli

31、gence11Experience intelligence analytics with ContentsquareEverything You Need to Know About Experience Intelligence11Experience Intelligence with ContentsquareShopify event enrichmentAnalytics for an app-driven worldContentsquares Shopify event enrichment is ideal for companies using Shopify to pro

32、cess customer transactions.You can measure and analyze conversion totals and key metrics for any server-side transactions,including Shopify transaction events.App usage has steadily increased over the years,with mobile users spending 90%of their time in apps compared to mobile websites.This means si

33、mple web analytics no longer cut it when tracking user end-to-end journeys.In-app experiences like push notifications are critical to understanding user experience and behavior.With Contentsquare,you can capture customer engagement with several app features,including push notifications,to gain compr

34、ehensive insights into customer experience.TipYoull also be able to identify which of your marketing channels and/or landing pages are generating the most revenue.“You need the same visibility you have on your web performance as for your mobile apps.Contentsquare offers this and more for making it s

35、uper easy to build your mobile data set,supporting usage,user experience,error and crash metrics.We provide visibility into those to make sure you understand the complete user journey,even if that user journey goes across different devices and channels.”Rachel Obstler SVP Product at Contentsquare(Le

36、vel up your CX strategy,31:23)Everything You Need To Know About Experience Intelligence12ConsiderationsEverything You Need To Know About Experience Intelligence12Experience intelligence analytics with ContentsquareExperience AnalyticsAccording to a recent Salesforce Report,88%of consumers say the ex

37、perience a company provides is just as important as its products or services.Unfortunately,2 in 5 customers say they have a frustrating experience when interacting with companies.So,what can be done?Prioritizing a deeper understanding of your customers experience will put you in a better position to

38、 create the perfect,memorable moments theyre looking for in your site or app.When you make a decision,its likely influenced by several types of criteria.This is the same when a customer interacts with your site or app.An experience they have with your product or service isnt great(or frustrating)for

39、 a single reason,its often a multitude of factors that determine how they feel.Page load times,content,imagery,price pointsall of these elements contribute to how a customer makes a decision and moves through your site or app.Thats where experience intelligence platforms(like Contentsquare)can help.

40、Drill down into customer behaviors,intents,and feelings to better understand what factors into your customers decisions.Heres how Contentsquares Experience Analytics can help you capture every qualitative insight in your user journey,enabling you to optimize and perfect the ideal experience.Everythi

41、ng You Need to Know About Experience Intelligence12Experience Intelligence with ContentsquareEverything You Need To Know About Experience Intelligence13ConsiderationsEverything You Need To Know About Experience Intelligence13Experience intelligence analytics with ContentsquareHeatmapsContentsquare H

42、eatmaps couldnt be simpler to use and understand.Heatmaps visualize the performance of each content element on key metrics,such as engagement,click rate,and conversion,so you can quickly see whats working on your page,and what isnt.Everything You Need to Know About Experience Intelligence13Experienc

43、e Intelligence with ContentsquareHow ASICS enhanced its experimentation program with ContentsquareSuccess storyAndrey Prokhorov,Ecommerce Optimization Team Lead at ASICS,was searching for a product to help his team understand and act on A/B test results when he connected with Contentsquare.Specifica

44、lly,his team wanted to analyze the results of an event-based A/B test,triggered by users clicking on a filter on their product listing page(PLP).They used Contentsquare Heatmaps to interpret the results,quickly gaining insights into the sub-segment of users who engaged with the treatment.“Thats actu

45、ally the data we want because were not really interested in users who just browse the PLP without interacting with it,”Andrey says.By using Contentsquare,Andreys team was able to make data-driven decisions targeting specific user segments to elevate the customer experience.Read the full storyEveryth

46、ing You Need To Know About Experience Intelligence14ConsiderationsEverything You Need To Know About Experience Intelligence14Experience intelligence analytics with ContentsquareImproved Session ReplayOh,to be a fly on the proverbial digital wall when it comes to users interacting with your product o

47、r service.You might have all the data in the world about the outcomes of a journey,but watching the behaviors behind the action is crucial to understanding how users experience your site or app.Session replays are a great way to see how users interact with and experience your site or app.Contentsqua

48、re Session Replay lets you watch back individual user sessions to see how they interact with your site,from clicks and hovers to frustrations and friction points.Everything You Need to Know About Experience Intelligence14Experience Intelligence with Contentsquare Real-world exampleSay you discover u

49、sers looping back and forth between pages in your checkout process while using Contentsquares Journey Analysis capability(where you can see how users progress through your site or app from entry to exit).To get fast insights into why this is happening,you can shortcut straight from your journey anal

50、ysis to session replay to see exactly whats causing the looping behavior.“With Session Replay,we can see that our customers are getting the products and services they want and need.”Damien Squire Senior Product Owner for Product and Acquisition AdmiralGo deeper into your analysis by watching session

51、 replays directly related to Contentsquare insights.Session replays now include a renewed,customized list page that shares key information about the replay before you dive into the session.Use advanced segmentation to filter your session replays and set automatic segmentation conditions to find the

52、right session and not lose context.Everything You Need To Know About Experience Intelligence15ConsiderationsEverything You Need To Know About Experience Intelligence15Experience intelligence analytics with ContentsquareTurn your website into an interactive dashboardHeatmaps and session replays can b

53、e analyzed on the Contentsquare platform or directly on-siteturning your website into a dashboard with just a click.Overlay your key experience metrics and see where users tend to click or hover over,their scroll depth,and watch back specific sessions.Reporting has never been easierheatmaps and sess

54、ion replays can be exported and shared with other teams and stakeholders.Everything You Need to Know About Experience Intelligence15Experience Intelligence with ContentsquareEverything You Need To Know About Experience Intelligence16ConsiderationsSubheader.Faccum as ut accab iuntin et aut dit mos ex

55、 etur seque dolorporibus et volluptaeri ilis solupti onsecessim enducilis aut lab id quid que eum inihita sit quiam et dolenimposa qui ut mi,nihicto tatur?Iquo corem autaspe aut aut qui illore re possim fuga.Dam simusam quist earitin nullendam illuptatio optate simolesto et aut el ium etur,ommolup.E

56、verything You Need To Know About Experience Intelligence16Experience intelligence analytics with ContentsquareA unified experience13452Joining quantitative and qualitative data is crucial to creating a seamless,intuitive customer experience that keeps you competitive.With Contentsquares all-in-one p

57、latform,you dont have to have one or the other.You can have both.By integrating product and experience analytics,you can auto-capture data across the most complex,multi-device sessions without manual analysis.Here are 5 ways you can harness the power of the Contentsquare platform.Everything You Need

58、 to Know About Experience Intelligence16Experience Intelligence with ContentsquareDive into campaign performance and marketing channel impact.Harness the power of robust data to gain automatic insights linked to your KPIs,all directly in the Contentsquare platform.Uncover which channels and campaign

59、s drive long-term retention,and segment users based on session-level detail.New vs.all users in acquisition.Understand which channels and campaigns are drawing in the most new vs overall users through easy-to-understand engagement and conversion insights.Continue your experience intelligence analysi

60、s with the addition of product analytics-powered insights.Watch session replays to understand the context of specific user behavior.Find replays based on specific user behavior in a single session or over multiple sessions.See exactly where users drop off at specific points in a funnel or journey to

61、 better understand why it occurs.Bridge the gap between user feedback and user behavior.Analyze your qualitative Voice of Customer data with quantitative data from heatmaps and session replays.Investigate individual sessions and determine exactly whats causing negative(or positive)feedback.Analyze p

62、age metrics on the fly.Get out-of-the-box page metric reports centered around time on page and exit rates.Uncover which content is getting the most engagement and optimize journeys accordingly.Everything You Need To Know About Experience Intelligence17ConsiderationsEverything You Need To Know About

63、Experience Intelligence17Experience intelligence analytics with ContentsquareEverything You Need to Know About Experience Intelligence17Experience Intelligence with Contentsquare“12%of our audiences say that they feel confident theyre creating an experience that customers love,and this means that 88

64、%of youre not happy or proud with the experience youre giving your customers,and thats not okay.Until now,traditional analytics havebeen failing us.Theyve been failing us because of siloed data,different teams using different analytics,because of too much complexity creating analysis paralysis,becau

65、se no one has enough time to make sense of those complex analytics.For the last 10 years,Contentsquare has been obsessing about creating better analytics,by disrupting the way of doing analytics.”Lucie Buisson CPO at Contentsquare(Level up your CX strategy,20:18)Experience MonitoringUnfortunately,sl

66、ow load times,error pages,bugs,and site crashes can(and do)happen.Its how quickly you handle,prioritize,and address these issues that matters.With Contentsquares Experience Monitoring,you can quickly uncover,understand,and prioritize issues to reduce the impact of errors on your business.It allows y

67、ou to set up real-time AI-powered alerts to identify JavaScript,API,and custom errors or crashes to reduce your time to triage.Use Contentsquares Error Analysis to focus on errors that have the greatest impact on user behavior and business outcomes,like bounce rates,conversions,and revenue.Everythin

68、g You Need to Know About Experience Intelligence18Experience Intelligence with ContentsquareError Analysis will also notify you if your site or page speed isnt performing as expected,so you can act fast and minimize the impact on your CX.You dont have to be a developer to track these metricsContents

69、quare makes it easy for you to monitor vital metrics over time for mobile and desktop devices,across all segments and locations.Everything You Need to Know About Experience Intelligence19Experience Intelligence with ContentsquareLCP(largest contentful paint)How long it takes for the largest content

70、element to become visible to your customerCLS(cumulative layout shift)How often a webpage unexpectedly shifts as it loadsINP(interaction to next paint)The speed at which a webpage responds to user interactionsFCP(first contentful paint)The time it takes for the first element of your page to appear t

71、o your customerTTFB(time to first byte)Helps identify when a web server is lagging in responding to requestsWeb vitals you can track with ContentsquareVoice of customerContentsquares Voice of Customer(VoC)product helps you bridge the gap between user behavior and feedback.VoC gives you the AI-powere

72、d tools to ask your customers anything and surface insights quickly in seconds.Launch Net Promoter Score(NPS)surveys to track user sentiment and push Exit Intent Surveys when users are about to close a page to understand why theyre leaving.You dont even need to write surveys yourselfselect from more

73、 than 40 templates and customize them to suit your needs,or simply tell Contentsquare AI what you need and get the questions generated for you.Everything You Need to Know About Experience Intelligence20Experience Intelligence with Contentsquare“The voice of the customer is a key thing to be listenin

74、g to.When your customers talk to you,you should listen.Its your responsibility as digital experience makers.We have to put our customers at the heart of everything we do.And you need to look at their responses to decode when theyre having issues or having trouble doing something on your site.”Jenna

75、Lindberg Director of Customer Success at Contentsquare(Contentsquare on boss mode:unlock its full potential,11:59)When it comes to feedback,Contentsquare offers the option to add a feedback button anywhere on your site to get in-context responses at every step of the customer journey.Feedback button

76、s can be customized by type,appearance,targeting,and question types.Contentsquares VoC can also be incorporated into beta launches to get automatic feedback on what participating users like/dont like or used to test how users feel about a new logo,design,or copy direction.This can help iterate and i

77、mprove your launch or creative asset fast.Once you start gathering survey and feedback data,use Contentsquare AI to create one-click summary reports that provide an overview of friction points and opportunities raised by customers.Auto-tag responses to see how often these issues happen to determine

78、workflow priorities.Everything You Need to Know About Experience Intelligence21Experience Intelligence with ContentsquareAccessible surveys for all usersWith 70%of online experiences inaccessible to people with disabilities,Contentsquare is committed to improving digital accessibility.All surveys ar

79、e WCAG 2.1/AA compliant,offering greater accessibility regarding screen readers,color contrasts,and focus indicators.Theyre also easily scalable if users need to zoom in on something,plus they can be localized and translated,as needed.TipUse VoC insights in conjunction with session replays to see ex

80、actly what users are experiencing and where they might be getting stuck to resolve issues,fast.Here are 5 key considerations when choosing the right experience analytics tool for your company.ConsiderationsEverything You Need to Know About Experience Intelligence22Everything You Need To Know About E

81、xperience Intelligence23ConsiderationsEverything You Need to Know About Experience Intelligence23Considerations TipCheck out Contentsquares full list of technology partners and solution partners to see if you can start leveraging business-driven insights today.TipUse Exit Intent surveys to Better un

82、derstand why some ecommerce customers leave the checkout process Compare this to the behaviors of those who complete a transaction“With the integration of Contentsquare and Adobe Target,were able to really understand why we might get inconclusive experimentation results and why theres little differe

83、nce between the control and the experiment.”Anna Kalinowska Digital Product Owner at Allianz(Cheat codes for building a customer-obsessed culture,17:06)If youve got an established tech stack,work smarter,not harder by integrating Contentsquares Experience Intelligence platform with your existing too

84、ls.Contentsquare has established an ecosystem of Technology Partners and Solution Partners to extend its platform insights through integrations with third-party tools and applications.Enhance your workflow with Contentsquares experience intelligence data and maximize the value of Contentsquares AI-p

85、owered insights through your existing martech stack.1.Integration capabilitiesContentsquares Shopify event enrichment is ideal for companies using Shopify to process transactions.Dont silo or miss out on valuable insightsmeasure and analyze server-side conversions and key metrics,as if the data was

86、from your site.2.Solutions for retailEverything You Need To Know About Experience Intelligence24ConsiderationsEverything You Need to Know About Experience Intelligence24ConsiderationsFinding an experience intelligence platform that caters to every kind of business(from SMB to enterprise)and industry

87、 might seem like a tall orderbut it isnt.It simply comes down to finding a customizable,adaptable,and scalable platform.With Contentsquare,you can rely on SMB simplicity paired with enterprise-grade capabilities.The platforms powerful features and capabilities,powered by AI,offer insights tailored t

88、o your companys specific KPIs and metrics.With customized dashboards and alerts,auto-tagging,and auto-capture,Contentsquares all-in-one platform can adapt as your business grows.When searching for the right analytics platform for your business,make sure it not only answers the“what”but also the“why”

89、.Finding an experience intelligence platform that gathers and analyzes both qualitative and quantitative data gives you a more comprehensive understanding of user behavior and experience.3.Ease of use and adaptability5.Comprehensive insightsA comprehensive dataset doesnt add value to your business i

90、f you need to decipher it and then spend time analyzing and trying to understand what the data is telling you.Skip the wait time learning complex analytics and get speed to insights with AI.Take the power of your data into your own hands by automating the analysis step for faster decision-making wit

91、h Contentsquare AI.Here are a few ways Contentsquares AI-powered features can help you increase efficiency and speed to insight:With Contentsquare,you can ask metric-focused questions,in natural language,about your data.Get real-time responses,complete with charts and explanations.Set up AI-driven a

92、lerts so you can be directed to areas that need your attention as soon as they happen,without having to sift through the data yourself.Let AI track your most important metrics and benchmark performance to key competitors.4.AI and automationEverything You Need To Know About Experience Intelligence25C

93、onsiderationsConclusionExperience is everything when it comes to your customers.To craft the perfect digital journey,you need a perfect understanding of your customer.That means not just their actions,but the feelings and intent behind each decision they make along their journey with your company.No

94、w that you know everything an AI-powered experience intelligence platform can do for your business,its time to gain a more immersive understanding of your product and digital experience.Everything You Need to Know About Experience Intelligence25Level up your customer experienceBook a demo to learn h

95、ow Contentsquare can help you build digital experiences that your customers seek,love,and deserve.Request a demo today“Delivering experiences that people love is hard.Siloed analytics platforms and data complexity mean companies are struggling to really understand end-to-end customer journeys.By int

96、egrating all the main analytics categories into one platform,were making it easier for teams to understand their customers experience,and act faster to delight and retain them.”Lucie Buisson CPO at ContentsquareContentsquare is the all-in-one experience intelligence platform designed to be easily us

97、ed by anyone that cares about digital journeys.With our flexible and scalable platform,you quickly get a deep understanding of your customers whole online journey.Our AI-powered insights provide those“ah ha”moments you need to deliver the right experiences.You get to work faster and smarter with the

98、 confidence to know what to do next to improve your digital experiences.Leading brands use Contentsquare to grow their business,deliver more customer happiness and move with greater agility in a constantly changing world.Our insights are used to optimize the experience on over 1.3 million websites worldwide.Visit us at to learn more.About ContentsquareAbout ContentsquareEverything You Need to Know About Experience Intelligence26