Contentsquare x Heap: Meet The Future Of Experience Analytics

Our vision for the future starts with the desire to create more value for our customers — better insights, faster time to action, more impactful results. Past innovations and acquisitions have helped us accelerate AI, focus on digital accessibility, or expand our offering to serve a broader audience (SMEs to Enterprise) globally.

Each one has brought us closer to achieving our vision of a world where every person gets the online experience they love, seek and deserve. Our recent announcement that Contentsquare has entered an agreement to acquire Heap brings us closer than ever to this vision. In fact, this news truly opens up one of the most exciting chapters in the Contentsquare story.

So let’s jump right into what this means for Contentsquare, but more importantly, for the teams who work hard every day to build the experiences we all rely on in our day-to-day.

The missing piece of the customer experience puzzle

Both Contentsquare and Heap are obsessed with helping our customers create the best possible experiences for their end users. Removing the friction from all customer interactions is a shared goal, but we go about it in different ways.

With its cross-device and cross-channel analytics, Heap’s Product Analytics looks at the user’s entire lifetime journey to understand key moments in the experience — what features users use, for example, or when and where in the journey they drop off. Contentsquare’s Digital Experience Analytics digs deeper into individual user sessions to see exactly how a user navigates through a site or app, and why they behave the way they do. On the one hand you have the macro picture, on the other, a detailed view of what is working and what isn’t.

Given how critical it is to not only meet but exceed customer expectations, we believe it’s critical to have both perspectives to fully understand the customer. Wouldn’t you want the full picture of customer experience — both the customer lifetime journey and the experience users have every time they interact with your brand online? The answer is, of course, you would.

A holistic view of the end-to-end customer experience

Not only are our technologies extremely complementary, but together they can provide customers with a 360 view of the entire customer lifetime journey, from acquisition to conversion to retention, via granular insight into each step of that journey.

Because at the end of the day, customer experience is a relationship, made up of multiple interactions occurring online and offline. And with increasing acquisition costs and fierce competition, the key to sustainable business growth today lies in retaining existing customers and building those lasting relationships with them across all channels. In order to deliver more value to customers and increase Customer Lifetime Value, teams need to understand how they are meeting customer needs and expectations every step of the journey.

One platform to align all teams

Customer obsession is the key to creating great customer experiences. But in order to be truly customer-driven, teams need to have access to the same insights. Customer experience is a team sport, and you need all players working together.

Until today, teams have relied on their own niche data tools to solve the use cases most relevant to their team. The downside of that was lack of alignment, lost efficiency and an incomplete picture of the customer experience. This acquisition is going to change that.

Our vision is to create an all-in-one experience platform where teams have one source of truth when it comes to understanding the customer journey and a unified data strategy to power continuous experience optimization.

We want to kill data silos and usher in a new era of collaboration, where each team gets the insights they need to create holistic, customer-focused strategies.

Best-of-breed analytics, continued innovation

One of the most exciting things about this acquisition is that we are bringing together two best-of-breed analytics platforms. Founded in 2013 in San Francisco, Heap has become one of the top product analytics platforms, with more than 8,000 customers across all industries. In 2021, Heap closed their latest round at a $960M valuation. Following the acquisition, leading tech investors including NewView Capital, Menlo Ventures, Goldman Sachs Asset Management, DTCP, Triangle Peak Partners, Alliance Bernstein Private Credit Investors, Maverick Ventures, and The Private Shares Fund, among others, will become Contentsquare shareholders.

Like Contentsquare, Heap has been investing in innovation to create cutting-edge technology that delivers incredible value to customers. Both our highly-skilled teams are obsessed with creating more value for our customers and with innovating new ways to improve the experience for their end users.

Building the future of experience analytics, together

The addition of Heap is more than an acquisition; it’s a transformational step towards redefining how businesses approach analytics, insights and ultimately, customer experience.

We are so excited to write this next chapter together with our customers and partners. As I always say — we’re just at the beginning. Stay tuned for what promises to be a thrilling journey ahead!