Building the future of experience: How Contentsquare is transforming analytics

When it comes to customer experience (CX), the power of clarity lies in seeing not just the moment, but the journey as a whole — an interconnected map of decisions and interactions. 

Historically, businesses had to rely on separate tools to gather different types of insights. Quantitative data could tell you what happened, but not always the why. Qualitative feedback would explain why customers were acting in certain ways but couldn’t be tied easily to behavioral data. This fragmented approach limited businesses from getting a complete picture of the customer journey.

The reason we acquired Hotjar and Heap, in 2021 and 2023 respectively, was to integrate best-of-breed product and SMB analytics into the Contentsquare platform to bring our customers more pieces of the puzzle of customer understanding. To broaden and deepen their view of customer journeys, so they might understand customers over time and across touchpoints. Over the past year, we’ve worked tirelessly to integrate the best of Hotjar and Heap into one, unified Experience Intelligence platform, bridging the gap between quantitative and qualitative analytics and harmonizing categories of CX data that had up until now been kept separate. Web Analytics (WA), Product Analytics (PA), Digital Experience Monitoring (DEM), Digital Experience Analytics (DXA), VoC — bringing all of these together gives teams a comprehensive view of the experience and one source of truth to manage acquisition, engagement, retention and Customer Lifetime Value.

Today we can now provide teams with actionable insights into multi-session engagement, customer retention, and lifetime value by merging Experience and Product Analytics. This integration empowers teams to collaborate effectively on improving customer experiences. With our advanced Session Replay and error analysis tools for web and mobile, organizations can easily identify areas for improvement and make informed, data-driven decisions.

Empowering all Businesses, from SMB to Enterprise

If experience is the great equalizer, then all businesses, no matter their size, should have access to the tools they need to understand their customers and improve journeys. I’ve always believed that it’s less about digital transformation as it is about people transformation. It’s about empowering individuals and teams with the insights they need to make a real impact on their organizations. 

To support this vision, we’ve introduced a new tiered offering model that is adapted to every stage of growth and designed our platform so it grows alongside your business, adapting to your needs wherever you are in your journey. For small businesses, this means the introduction of the first-ever freemium offer that combines data analytics with direct customer feedback. Our aim is to put powerful insights in the hands of everyone, enabling them to start strong; as they grow, they can transition to our mid-market solution, which offers greater flexibility and adaptability, ensuring they remain agile in a rapidly changing market. Larger enterprises benefit from an enhanced platform that delivers faster time to value, deeper ROI and a more comprehensive understanding of customer behavior.

A new brand for a new era of customer understanding

Combining the strengths of Contentsquare, Heap and Hotjar has perhaps been the most thrilling chapter in our journey. Why? Because by combining three best-of-breed analytics platforms into one, we’re able to unlock unprecedented value for our customers, giving them deeper insights and more actionable data than ever before. 

With this biggest ever upgrade to our platform, it felt natural and right to embrace a bold, new brand identity that reflects our unified vision. Our new brand is more than just a fresh look — it’s a signal of what’s to come; it symbolizes our commitment to delivering an unparalleled experience for our clients. Our new identity encapsulates our dedication to innovation and collaboration, bringing together the best elements of our legacy brands while paving the way for the future.

When it came to creating our new logo, we wanted something that reflected our commitment to understanding the heart of customer experiences. Something based on empathy and emotional intelligence (EQ), but also the analytical intelligence to turn that empathy into insights (IQ). And what do we get when we merge EQ and IQ? We call that fusion CSQ — Contentsquare.

As we step into this new era, we’re excited to empower our customers with a comprehensive, all-in-one platform that simplifies their journey toward understanding customer behavior. We’re also committed to continuous innovation, and to making sure our platform evolves alongside the ever-changing landscape of customer expectations. Artificial intelligence will continue to play a key role in this evolution. The goal is not just to simplify decision-making but to anticipate the next move, and to deliver the predictive insights businesses need to stay ahead of customer needs. 

We’re excited about everything the future of customer experience holds, and we’re honored to be part of your journey there.