Contentsquare has unveiled its new Experience Intelligence platform.
Announced as part of the company’s summer releases, the solution aims to improve users’ understanding of customers and their journeys, helping businesses increase retention, conversion and NPS.
It will achieve these improvements by allowing teams to connect previously separate data sources and eliminate silos, in what Contentsquare calls an “industry first.”
Specifically, the platform will aim to align the following four “typically siled” areas of analysis:
- Digital Experience Analytics (DXA)
- Digital Experience Monitoring (DEM)
- Product Analysis (PA)
- Voice of the Customer (VoC)
The vendor also plans to “double down” on AI by leveraging the technology across its solution, which the company says will help increase efficiency.
Part of this increased focus on artificial intelligence includes adding native AI-powered VoC to the platform.
By integrating the tool with qualitative and quantitative analytics, teams will be able to collect and verify feedback via replay sessions, measure issues, and prioritize improvements.
When discussing current affairs, Lucie Buisson – Product Director at Contentsquare – explained how the company’s latest solution will help avoid silos:
It’s hard to deliver experiences that people love. Siled analytics platforms and data complexity mean businesses struggle to truly understand end-to-end customer journeys.
“By integrating all major analytics categories on a single platform, we make it easier for teams to understand their customers’ experiences and act faster to delight and retain them. »
So let’s take a closer look at some of the features of the Experience Intelligence platform and how it will help limit data silos.
Elimination of silos
The main goal of Contentsquare’s latest platform is to unify siled data categories.
The company believes this will address one of the industry’s largest CX gaps and provide users with a more holistic understanding of the end-to-end customer experience.
To deliver on this promise, the platform will be equipped with the following key features:
- Full access to comprehensive customer experience insights across the analytics areas discussed above: DXA, DEM, PA and VoC.
- Improved insights across the entire customer journey across all devices, from acquisition to retention.
- AI-powered VoC will enable teams to launch surveys quickly and receive feedback within minutes, enabling detailed action on NPS throughout the customer journey.
- Improved collaboration, efficiency and impact across teams through a unified “source of truth” and digital performance data.
Jim Lundy, founder and CEO of Aragon Researchcommented on the impact that data alignment will have on companies’ customer service and experience programs:
The ability of enterprise and midsize businesses to deliver more immediate, dynamic, and personalized experiences to their customers starts with full visibility into the purchasing journey.
“As data barriers are removed, there is more democratization, enabling greater access, insight and more contextualized solutions for customers. »
All about AI
While improvements to eliminate data silos might grab the headlines, Contentsquare’s new AI capabilities will also provide users with additional benefits, with the company promising more streamlined CX analysis and “smarter” insights.
New AI capabilities allow users to automatically define and increase friction points throughout the customer journey through the deployment of the company’s Frustration Score program.
They also include a Generative AI (GenAI) powered co-pilot for better user interaction in product analytics, auto-generated surveys, and sentiment analysis in the VoC module.
Additionally, the platform will be equipped with Contentsquare’s Headlines solution, a new feature that automatically highlights key fluctuations in business metrics and weekly CX performance updates.
Jennifer Peters, Senior Director of E-Commerce at OLLYexplained how Contentsquare’s AI solutions help his company deliver a more holistic customer experience:
Contentsquare helps us better understand our customers and their journeys, so we can deliver experiences and products tailored to their individual interests.
“We are able to bridge the gap between different types of data, and by making them work together, our view of the customer can be both holistic and specific. »
