Blog - Customer Experience

  • 9 min read

    App onboarding: How to go from okay to outstanding

    Most apps lost over 75% of their users within the first day last year. Want your app’s new users to stick around for longer than 24 hours? Then keep reading for actionable insights into teeing up an ultra-effective app onboarding process with the help of app analytics. Onboarding is an essential but fiendishly tricky art for […]

    Jack Law

  • 3 min read

    Unveiling Crucial Customer Experience Insights for Sustainable Business Growth

    Customer Experience Insights (CXI) are instrumental in comprehending customer behavior analysis and improving customer satisfaction. CXI is derived from an in-depth market research into customer interactions, behaviors, and feedback. This invaluable information allows businesses to identify key touchpoints in the customer journey mapping, understand customer needs and preferences, and tailor their offerings accordingly for better […]

    Marie Jehanne

  • 6 min read

    App analytics: The secret behind every five-star app experience

    App analytics is the behind-the-scenes X factor powering all your favorite app experiences. And it’s the key to making your app experience stand out and succeed in a massively competitive space. There are millions of apps out there, and to stand a chance at engaging, retaining and delighting users enough to make your app a […]

    Jack Law

  • 5 min read

    Why “phygital” is the future of customer experience

    In the world of eCommerce, the phrase “phygital” has recently emerged to describe a new way of thinking about the customer experience. What is a phygital customer experience? What are the benefits of this approach? What could it mean for your brand? This article seeks to answer all these questions and looks at practical examples […]

    Nea Bjorkqvist

  • 6 min read

    Mobile customer experience optimization strategies from our how-to guide

    With an estimated 6.9 billion smartphone users worldwide (that’s 86% of the world’s population), there’s clearly plenty of value in providing an excellent mobile customer experience.1 A hefty chunk of that opportunity is represented by mobile browser traffic—which our 2023 Digital Experience Benchmark report found accounted for nearly two-thirds (64.7%) of all traffic to websites last year.2 […]

    Jack Law

  • 7 min read

    Your mobile app user experience can be flawless—with CS Apps

    Whether your business has an app or your app is your business, nailing the mobile app user experience is critical to business success. And (surprise, surprise) it isn’t easy. Creating an experience that delights app users hinges on understanding those users. That’s where mobile analytics comes into play. However, not just any mobile analytics will do, because […]

    Lesley Wasserman

  • 4 min read

    How good digital banking strategy impacts contact centers

    In modern banking, customer service encompasses a mix of digital banking strategy across channels, remote human interaction (contact centers), and traditional physical human interaction (branches). The industry has witnessed a shift from relying solely on branches to adopting more scalable service options, and now, all these elements must work in harmony. Contact centers have proven […]

    Fernando Moreno

  • 3 min read

    3 ways your banking customer journey is frustrating customers—and what to do about it

    Today, the biggest branch and storefront for a typical financial services (FinServ) company is its website. And what customers expect from digital, and from the digital banking customer journey, is convenience. The last thing they want from a digital experience is friction. Unfortunately, our 2023 Financial Services Digital Experience Benchmark report shows that over one in […]

    Jack Law