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Articles and Research December 6, 2019

Some website users undergo a bad UX, which leads them to exit — or worse — bounce from a website, possibly to never again return. Understanding what causes premature site exits is key to improving the customer experience (CX), and delivering journeys that help customers meet their wide-ranging digital expectations. Making use of data for […]

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December 6, 2019

Some website users undergo a bad UX, which leads them to exit — or worse — bounce from a website, possibly to never again return. Understanding what causes premature site exits is key to improving the customer experience (CX), and delivering journeys that help customers meet their wide-ranging digital expectations. Making use of data for […]

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December 3, 2019

Wondering how best to set up your digital gift guides in time for the holidays? Follow these four tips to make sure your website is making the most out of its “featured gift” products, and is helping users navigate through the 2019 holiday season chaos with much-needed ease. 1. Avoid using content blocks that take […]

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November 27, 2019

In retrospect, my first time at Dreamforce —  a summit for innovation and cutting-edge technology —  was much how I imagined it would be: a three-day techy delight party. Within an hour of landing, I noticed the groundswell badge-carrying, intentional session trekkers and got to key-note crashing.  Salesforce knows how to set a conference vibe […]

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November 25, 2019

Thanksgiving is right around the corner, and as we near this precious time of family reunions, hearty meals and giving thanks for all of life’s blessings, we thought it would be fitting to call out another source of our gratitude: good digital customer experience (CX).  While gathering data is crucial to building a good UX […]

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November 20, 2019

We’re entering the most hectic time of the year again — and it’s not even (officially) the holiday season. That’s because the holiday season doesn’t formally start until the holy grail of retail events. We’re of course alluding to Black Friday, the crème de la crème for boosting revenue. Our globally-extracted data attests to the […]

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November 13, 2019

According to Pew Research Center, 81% of Americans today own a smartphone, and mobile dependence is also on the rise.  Emarketer predicts that by 2021, “mCommerce will account for 72.9% of the ecommerce market.”  And yet, mobile conversion rates are still stagnating around 2%. Like many other digital teams around the world, you may be […]

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November 8, 2019

Not to be outdone by the wordsmiths of this world, the retail industry recently came up with its own neologism, coining the term “phygital” to describe a new form of commerce — one that blends the best of offline and online experiences for an elevated customer experience (CX).  It may be early days in the […]

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November 1, 2019

Travel UI design can be a hard nut to crack, especially when it comes to conversions. Our recent analysis of 2,100 Million visitor sessions across several verticals found that travel and tourism has one of the lowest mobile conversion rates of all sectors (0.90% average). Desktop reigns over mobile within this sector on every performance […]

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October 30, 2019

Although conversions are the desired outcome of a good customer experience, they are not the end-all be-all for brands. A happy customer may make a purchase, but more importantly, a happy customer will return. But how exactly do you define customer happiness? How do you understand the nuances of customer frustration and pinpoint what exactly […]

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