Blog - Customer Experience

  • 7 min read

    Mobile app engagement: How to measure and master it

    Want to grow your app’s user base—and get better reviews? Keep reading for tips on engaging app users and to find out the best way to measure the success of your mobile app engagement strategy.  In an exponentially growing global app market where customer acquisition costs are spiraling, user retention is what separates the app […]

    Jack Law

  • 4 min read

    Decoding digital customer experience management: key strategies and practices

    Digital Customer Experience Management (DCXM) is a strategic approach that incorporates customer journey mapping, user experience (UX), and customer relationship management (CRM) to manage customer interactions in the digital space. It is a multidimensional concept that involves planning, executing, and evaluating all customer touchpoints within the digital ecosystem. DCXM integrates aspects of marketing, sales, customer […]

    Marie Jehanne

  • 4 min read

    Unlocking the power of customer journey visualization – Step by step

    Customer Journey Visualization is a strategic component of digital marketing strategy, focusing on customer experience mapping. This approach provides a comprehensive view of customer interaction with a brand, from the first contact through engagement to a long-term relationship. It’s a critical aspect of customer relationship management (CRM), identifying potential areas for improvement and enhancing the […]

    Marie Jehanne

  • 8 min read

    Crash and churn: How to stop app crashes from ruining your retention rate

    Every app crashes once in a while, but the most successful app teams are able to fix errors before too much damage is done—thanks to digital experience monitoring (DEM).  Keep reading to find out why crashes are customer retention kryptonite, and how a DEM solution will help make sure app crashes don’t crush your app’s reputation. […]

    Jack Law

  • 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