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Contentsquare And Qualtrics Deepen Partnership To Improve Digital Results At Scale

Contentsquare

April 15, 2021 | 2 min read

Contentsquare, the global leader in experience analytics, has introduced a new integration to the Qualtrics experience management operating system to help brands accelerate digital growth. 

The integration of Contentsquare and Qualtrics enables global brands to combine customer feedback with the actual behavior of customers on their digital properties for a holistic, synthesized view of the customer experience (CX). Contentsquare also reveals the revenue impact of CX performance issues, allowing teams to prioritize optimizations quickly. 

The new integration into Qualtrics digital feedback site intercepts allows digital teams to send moments of poor experience like rage clicks, hesitations, javascript errors, and other digital metrics directly to Qualtrics in real-time. This allows brands to take action immediately to limit impact to digital revenue.

“The Contentsquare – Qualtrics connection helps us to understand the customer experience, identify issues and take action,” Niels Digneffe, Associate Digital Insights Analyst at Bose

Niels Digneffe, Associate Digital Insights Analyst at Bose, said: “The Contentsquare – Qualtrics connection helps us to understand the customer experience, identify issues and take action. Being able to see session recordings for survey responses gives much needed context and makes it easier to understand what the root cause of the problem is. And being able to segment on respondents in Contentsquare gives us the full customer journey. The two way connection helped us to optimize the checkout experience, reduce fallout and increase the overall conversion rate.”  

Lois Oliver, Senior Multichannel Experience Manager at Sky UK said: “Being able to view our Voice of Customer feedback in Qualtrics and then seamlessly view the exact experience the customer had in Contentsquare, not only provides us with rich data and meaningful context but improves our speed to insight meaning we can deploy any fixes and experiments much faster than if we used these systems and tools in isolation.” 

 

In the context of massive digital acceleration across industries, the ability to understand how customers are interacting with websites are key to building standout customer journeys.

“The partnership between Contentsquare and Qualtrics makes customer feedback actionable in a way that hasn’t been seen before,” Gilad Zubery, Executive Vice President, Global Business Development & Partnerships at Contentsquare

“The partnership between Contentsquare and Qualtrics makes customer feedback actionable in a way that hasn’t been seen before. Digital behavior is just another layer of feedback and insight into what is frustrating users along the customer journey — access to this enhanced source of customer truth equips brands with all the insight they need to maximize engagement and revenue across their digital channels,” said Gilad Zubery, Executive Vice President, Global Business Development & Partnerships at Contentsquare.

Enterprises using both Qualtrics and Contentsquare are also able to unlock tremendous efficiencies internally, by aligning the whole team around digital issues and fixes to prioritize. Stakeholders are then  equipped with the customer insights they need to make the most impactful CX decisions.

“As the world has shifted online, organizations need to invest in designing and improving digital experiences. The Qualtrics and ContentSquare integration will help organizations more deeply understandthe hearts and minds of customers, understand what they want and expect, and take proactive action to deliver experiences that improve customer satisfaction,” said R.J. Filipski, Global Director of Business Development at Qualtrics.

For more information about the Qualtrics and Contentsquare integration and partnership, click here.