NEWS: Contentsquare, Worldwide Leader Of Digital Experience Analytics, Grew 200% In 2019

After raising $120 million since 2017, and following the acquisitions of Clicktale and Pricing Assistant, digital experience analytics leader Contentsquare announced record results for the full year 2019. For its vision and accomplishments, the company has been named a 2020 BIG Innovation Award winner by the Business Intelligence Group.

“The digital experience analytics industry is growing at a rapid pace and Contentsquare is leading the way. Our company had tremendous growth this year including revenue, clients, geographic reach, employees, partnerships and product,” said Contentsquare CEO, Jonathan Cherki. “Customer feedback makes it clear we have the right strategy executed by the right people so we look forward to a bright 2020.”

Record Company Growth

With a mission to empower brands to create better web, mobile, and app experiences, Contentsquare grew annual recurring revenue nearly 200% during 2019. New and expanded clients include industry leaders across sectors such as BCG, Best Buy, Caixa Bank, Crocs, Deichmann, Dell, Europcar, Eurostar, Ferragamo, Orvis, Pizza Hut, RBS, T-Mobile, TomTom, Toyota, Tumi, Unilever, and many others. Contentsquare analyzes more than 9 trillion consumer interactions each day to provide its more than 600 enterprise clients worldwide with benchmarks and recommendations.

Companies worldwide are turning to Contentsquare for a new breed of analytics which surfaces digital behavior insights essential for improving customer journeys, increasing mobile conversions and increasing revenue. In 2019, more than 200 new customers joined the Contentsquare community and total usage of the platform increased nearly 300%. Contentsquare’s international sales grew at a brisk pace in 2019, with 40% of its business now in the United States and 50% in Europe, including strong adoption across France, the United Kingdom, Germany, Italy, Spain and the Nordics. The company is growing faster than expected in Asia, particularly in Japan; Contentsquare is investing across the region in Australia, Singapore and China.

Contentsquare doubled its staff in the last year, growing the team from 300 to 600. The company plans to fill 200 positions this year. Contentsquare has 7 offices in Paris, Munich, London, New York, San Francisco, Tel Aviv and Tokyo. In line with its mission to create better experiences, the company continued to invest in its employee culture, adding new benefits and bringing all employees together for the annual offsite.

Ecosystem Integrations and Strategic Partnerships

Building a strong partner community is a key ingredient of Contentsquare’s strategy. The company’s partner program invites both services and technology partners to leverage the Contentsquare technology in order to create value for their customers. The company has built technology integrations with more than 100 software vendors, including some of the key players in its ecosystem such as Google, Adobe, Oracle, Medallia, Qualtrics, Tealium, Dynamic Yield, Usabilla, Monetate, Kameleoon, Qubit, ForeSee and OpinionLab. Contentsquare also announced in 2019 a business and technology integration with Salesforce. These seamless ecosystem integrations allow clients to leverage the power of Contentsquare data and insights to enhance the value of their commerce and marketing solutions. The company has also developed strategic partnerships with consultants and digital marketing solutions providers around the world, including WPP, Capgemini, Havas, Accenture, BCG, Wunderman, Dentsu Merkle and many others across Europe, the United States, LATAM, the Middle East and Asia. See them here.

Innovation with Artificial Intelligence, Privacy and Security Focus

To keep up with the needs of its clients, the company is constantly innovating and adding new modules to the platform. With 170 people in R&D and Product, Contentsquare is built to provide instant insights that go beyond what traditional “clickstream” analytics can show. A major new version of the platform debuted in 2019, integrating capabilities from its acquisitions such as Session Replay and featuring innovations such as Revenue Opportunities which estimates the financial impact of recommended modifications. The company also introduced the industry’s first turnkey holistic online experience score, the Digital Happiness Index.

When it comes to data privacy and security, Contentsquare continues to put its clients and their end users first, obtaining ISO 27001 certification with SOC 2 compliance completing in 2020. The company is also fully compliant with applicable data privacy laws such as EU GDPR and California CCPA.

In addition to the 2020 BIG Innovation Award, Contentsquare was named as a Next40 growth company by the French government and recognized by Global research firm Gartner, as a leader in the Customer Experience Digital Analytics field. Contentsquare CEO, Jonathan Cherki is participating in this year’s Davos World Economic Forum.

“Our ambition remains unchanged: empower brands to deliver better digital experiences. We are creating an intelligent brain inside the cloud that, thanks to our amazing clients, is improving the digital products and services that we all depend on every day. Our team constantly goes beyond traditional limits to achieve this vision. The results obtained over the last 12 months just strengthen our ambition to put the power of Contentsquare in the hands of every digital professional,” said Cherki.

Salesforce World Tour New York 2019: Lessons on Digital Engagement & More

I was chartering unknown territory when I set foot in the venue for Salesforce World Tour 2019 in New York City. 

The tour — which voyages multiple cities across the US and the globe — is the flagship event from Salesforce, covering everything from the multitude of Salesforce products, their integrations, and of course, user and customer experience (CX). 

The event was branded as “a day of innovation and inspiration” on its website, and upon entry to the vast expanse that is the Javits Center, I was able to sense these ideas in the ambiance.

Let me set the scene: the ground in the reception and main halls was coated in green carpet, with large sculptures of the characters found in Salesforce products, particularly those of its Trailhead characters, decking the convention. They too were surrounded by greenery: shrubs, trees and fireplaces kept them snug.

Modern-day carollers were warbling Christmas tunes with a dose of beatboxing. Further along in the Trailhead-themed area, a wide array of brands set up shop to tout their latest products and innovations. Makeshift theaters (with no enclosures) were set up for some of the sessions; much in line with the Trailhead world, the seats here were little tree trunks.

Further down, the sessions were a bit more sophisticated, with larger volumes, larger screens and headphones provided for all attendees. I was excited to have a listen and imbue as much CX knowledge as possible. 

Here are some of the key learnings I acquired:

Creating 1:1 Opportunities with Conversational Commerce 

One of the first sessions I attended stressed that the best shopping experiences are personal. This means taking the catered in-store (or bank, etc.) experiences into the digital world. As such, websites and UX take the role of digital salespeople. Like a real sales associate, they must act as someone who helps customers find the products they want.

This, in turn, creates increased engagement with your brand, which encourages loyalty. A personalized CX is a kind of 1:1 experience customers have with brands, but since there are no sales associates online, digital players must employ conversational commerce into their strategy.

Conversational commerce refers to an e-commerce method that employs various means of inciting conversations. This includes using chatbots on sites and apps, artificial intelligence (AI) and the newer advent of voice technology which includes speech recognition.

Salesforce relayed the importance of using VIP chatbots, which ask site visitors what they’re looking for upfront and in a casual way. These bots can then help set up customers with a real associate, who gives recommendations based on the info shoppers gave to the bot, removing an annoying layer of repetition with the associate. 

This closes a loop and shows that you’re paying attention to customer needs. It also helps personalize the shopping process by digitizing its best assets. The key is to make these chatbots mimic human conversations as closely as possible. 

Brands can leverage chatbots and other conversational commerce techniques (messaging apps, Siri, etc) as a means of helping customers solve hurdles, particularly those that they can take offline and implement it into the digital space.

All in all, conversational commerce has the prowess to streamline the shopping process to make it more scalable. It enables you to put your customers at the center of your business.

Improving VoC with Interactive Emails

Naturally, one of the lessons from the World Tour came from one of Salesforce’s own and relatively new innovations: interactive emails. 

Implemented into the Einstein marketing cloud, along with other email capabilities this fall, interactive emails allow customers to provide their feedback in their own inboxes, as opposed to clicking on a link and being sent to a website or app.

This form of email extends the personalization factor that emails already can provide, so brands ought to tap into this trend. It also enhances email UX, as it augments emails with a web-like function. 

Essentially, it’s a new form of VoC, providing customers with the convenient option of staying within the comfort and privacy of their own email.

Brands can capitalize on interactive emails by attaching a survey or poll at the end of their message to collect vital customer opinions and attitudes. These can be towards a number of digital or customer experiences. Alternatively, brands can dedicate entire emails for this purpose.

For example, a fruitful interactive email strategy is to simply add an open text box so that a customer can type in any concern, effectuating a service case to be created — all without the need to create a new email or search for an answer elsewhere on the net.

Interactive emails provide a great brand experience and can be used across industries.

Undergoing a Customer Revolution for All Sectors

Brands are competing on experiences — whether they know it or not. As Parker Harris, the Salesforce Co-founder and EVP remarked in the keynote session, “customers may love your products and services, but do they trust you? if not, they will move on to someone else.”

This rings true even for niche brands and those in more “serious” sectors, ie, B2B and other non-retail fields. Consider this scenario: there are two banking services that offer the same kind of accounts, with limited restrictions and fees. However, one offers a customer-centric UX in which customer service and website sessions are quick and hassle-free.

Clearly, customers will gravitate towards the bank with the better experience. Given that the financial services vertical is known as being less tailored for experiences, competing on experience may seem like a forbidding challenge. 

However, even basic financial tasks like checking a debit card charge and disputing it can be leveraged and turned into a personalized, well-serviced experience. To achieve this, the UX should be made frictionless and require the least amount of steps to do something, ie report a fraudulent card charge.

For example, if customers report a fraudulent charge via a chatbot or by phone, they’ll often get redirected to another representative or department most suited to handle their case. A common UX source of annoyance is being asked a second (or third time) to repeat an issue already reported. Thus, when rerouting customers, or getting back to them after a break, associates should be fully aware of their issue to tackle it head-on, instead of wasting time asking for specifics.

No one wants to waste time, so if your customer services are optimized for speed and their issues/preferences recorded, your customers will notice. Dovetailing to this idea is the general approach chatbots take in conversing with customers: the chat shouldn’t start with “how can I help you?” but rather by asking something more concrete, showing that you understand your customers.

This can be gathered from their previous purchases or VoC feedback or even past chats if it’s a returning or logged in customer. 

Putting Customers First Digitally

Although it lasted for roughly a workday, Salesforce World Tour 2019 has fired up my neurons. The main takeaway from this convention is that digital experiences need to require minimal effort from users to either complete an action or traverse your site in general. 

Aside from seamlessness, the event accentuated the need for personalizing and customizing experiences. The reasoning for this is that if you don’t, you will lose quality customers. The impact you as a business should aim to create is that of making your customers feel understood and listened to.

Per the recommendation of Parker Harris et al. in the event, you should also incorporate artificial intelligence (AI) into your digital strategy, whether it’s through live support, standard chat boxes, or even in your customer data collection.

When you do, you can bet on their return to your site — and not just for browsing purposes. 

 

Contentsquare Will Show You the Money at Shoptalk 2019

Contentsquare is heading to Shoptalk and we’re bringing with us our AI expertise, an unmissable interactive booth experience and an art duo performance you won’t forget any time soon.

This will be our second consecutive year attending the conference — an annual 4-day event that brings together over 8,000 individuals working in retail, startups, tech companies, media and more.

We’ve been chosen as one of the few tech companies to speak at the event, and our very own Founder and CEO Jonathan Cherki will be discussing the integration of artificial intelligence with retail as part of the Technologies Transforming Retail: Artificial Intelligence program.

Aside from AI, the conference will feature other presentations aimed at fostering trends, technologies and business models for the future of retail.

We’re bringing our own big ideas to life at Shoptalk this year at our booth, not least our belief in the power of experience.

We Do Business Conferences Differently

Last year we threw a huge party at Shoptalk to celebrate our then $42 million in Series B funding. Dovetailing off of last year’s theme, this year’s booth will be just as celebratory. (If you haven’t heard by now, we’ve raised $60 million in Series C funding).

But we’re not just celebrating our successful funding procurement. In a nod to our software’s revenue attribution feature, this year we’re going to show you the money. At least for our interactive space at the conference this year.

Given that we position ourselves as leaders when it comes to user experience, we don’t just talk the talk. Our booth and interactive experience will prove that we also walk the walk.

Contentsquare at Shoptalk 2018.

Show Me the Money

With Contentsquare, don’t expect a mundane exhibition of a table and placard at our booth. Since we’ve set the bar high last year with the party booth, this year we’re coming back with something even more exciting and interactive.

Show me the Money is a hands-on experience, very much in tune with our raison d’être of creating profitable experiences that engage and give way to conversions.

If you pay us a visit at booth #4526, you’ll be invited to interact with our wall of hidden insights, which holds the key to unlocking our secret chamber. We’ve hidden 20 user experience (UX) insights gleaned by our data experts, and your job is to hunt for them.

This experience mimics what Contentsquare does to a website. This will allow visitors to literally reveal what’s obscure in a playful, participatory way.

Concealed among the insights is the secret code that will grant visitors entry to our secret chamber, which contains a surprise you’ve got to see to believe. It will make for an excellent opportunity to basque in the (confidential) brilliance of the room and snap a fabulous selfie.

What Else to Expect at Shoptalk 2019

Shoptalk is slated to run from March 3rd to March 6th at the Venetian Resort in Las Vegas, Nevada. Contentsquare’s session on AI takes place on March 4th at 8:30 am.

But there is plenty more to experience at Shoptalk this year besides the sessions and meetings.

Back by popular demand is the performance art duo the Bumbys, masked performers who will take one benevolent look at you and create your own, customized personality appraisal. They don’t talk, rather they type out their assessment the old-fashioned way: on a typewriter.

The Bumbys have been around since 2008, performed nationally and have gotten the attention of major publications like the New York Times and the Washington Post — you don’t want to miss them!

We’re also bringing out our robot — a life-size figure you can interact (and pose) with.

We hope to see you there!

Our life-size robot

AI Alerts: Contentsquare’s UX Anomaly Detection Extraordinaire

It may seem like a rhetorical question to ask, but have you ever wanted to be notified about the irregularities of your website? Whether it’s with your business metrics or user behaviors, things are bound to go amiss every now and then, and there ought to be more efficient ways to detect these setbacks.

Combing through a robust analytics report once a week is simply too wasteful of time and productivity to rectify issues as they arise. That’s where our AI Alerts function comes in. As its name suggests, AI Alerts is an AI technology powered by machine learning to deliver timely website anomaly notifications for your team.

So what exactly is AI technology? In the age of omni-digitalization, AI technology has come a long way since its formative era. It now encompasses machine learning, its progressive offshoot technology, comprised of computer systems that allow machines to automate their own improvements.

Thus, “machine learning,” in layman’s terms is the functionality of learning new things, which the machine in question can then absorb to alter its programming. The changes the machine makes with machine learning allows it to remediate its own mistakes, enhancing its overall performance.

Machine learning can be dutifully applied to software programs and enhance their adeptness. Together, AI and its more advanced subsidiary, machine learning, are a force to be reckoned with — and Contentsquare has taken notice.

What Is the AI Alerts Function and What Does It Do?

AI Alerts is a UX-savvy feature in the Contentsquare suite, built to understand how a website ticks. It familiarizes itself with how a site’s pages, zone behaviors and business metrics perform in a normal state, and thus how site users normally interact with them.

Injected into our UX analytics software, the AI Alerts function fortifies the entire system, notifying a business of any behavioral anomalies, but without the spammy, recurring messaging.

That’s because AI Alerts does not simply learn from the inner workings of its proprietary software. Instead, it was built to be in sync with any website that implements the UX software.

This machine learning feature also detects users’ deviations on engagement, as well as their struggles/frustrations. It’s able to differentiate how these metrics trend and fluctuate normally and when they are out of order.

In essence, the function detects user anomalies and any divergence from the norm. Based off of these inconsistencies, it sends out notifications in a timely manner to alert you. However, unlike other AI-based alerts, these will NOT bombard you with messages. Instead, the system is able to discern the appropriate instances for sending out the notifications.

Hypothetically speaking, say you are checking your weekly email campaigns; your conversion rates are bound to fluctuate dramatically. While regular alerts would likely fire a false alarm, AI Alerts can differentiate whether the fluctuation on that particular day is normal or straying from the norm.

Or, let’s say the elements of a particular page with usually high engagements have strikingly low ones. AI Alerts will inform you in a timely manner, as it is set to send alerts every 24 hours.

Additionally, if an occurrence on the Internet causes a spike in demand for a certain product or page, AI Alerts will send out a heads up. For example, if a major social influencer has linked to one of your products, leading to a sudden onslaught of shoppers checking it out, AI Alerts allows you to react to it. This can be done perhaps by creating a promo, or even simply by keeping an eye on the inventory.

How Do AI Alerts Know When To Notify You?

AI Alerts is not composed of a manual alerting system, yet it knows when to notify you. It is able to do this because, contrary to such a system,  it puts a machine learning model into practice. Machine learning, as aforesaid, carries a wealth of ingenuity that learns and improves automatically.

This machine learning capability enables the alerts to distinguish between the severity of the anomalies. Thus, AI Alerts is only set off when a website’s UX and business KPIs demand urgent attention. These allow for a quicker awareness and thus, speedier reactions on a number of critical issues that detract from conversions.

For example, AI Alerts identifies technical and usability anomalies, such as an unusually high visitor frustration on a page. This is vital for any marketing, analytics or e-commerce team to be made aware of, as this frustration often stops customers from making a transaction.

It works on both critical pages that deliver a substantial portion of overall conversions and revenue, and pages that are less trafficked day-to-day, but can be important when specific events occur.

How Does the AI Alerts Function Stand Apart From Other Similar AI?

What Else Can Your Team Do with AI Alerts?

AI Alerts empowers both your team and your UX objectives beyond just showing you website engagement, technical and other types of anomalies. Firstly, its ease of use allows all your team members to leverage the AI to monitor what goes on in your website. Secondly, this AI-based system of notifications allows you to speed up reactivity, freeing up more of your time to focus on other crucial aspects of your content or business.

Additionally, AI Alerts does all the heavy lifting for you. This removes the burden of having to check reports and parse through a cluster of data. Instead, you have a machine curtailing the need to manually inspect the problems on your website.

L’OCCITANE Increases Agility for Reacting to Anomalies with use of AI-based Digital Experience Alerts

Contentsquare, an AI-powered digital experience insights solution, announced today that L’OCCITANE en Provence, a leading natural cosmetics manufacturer and retailer, is using its AI Alerts to detect and react to digital experience anomalies faster, thereby reducing the manual effort required to improve conversions and drive revenue.

“When people walk into a L’OCCITANE store, we aim to provide an experience that connects the customer to our brand and promotes engagement. At our flagship stores in New YorkLondon and Melbourne, for example, we offer hand massages, product customization, gift engraving and the chance to enjoy a special a Provençal treat,” said Laura Sayag, Ecommerce Coordinator for the L’OCCITANE Group. “It’s critical to provide the same high level of experience in our brick and mortar store as we do for our online customers. That’s why we’re using Contentsquare’s AI Alerts. Whenever an anomaly on the website arises, if the alert has been created, our team can now spring into action more quickly.”

Proactive monitoring of the site from a business perspective means teams receive timely notifications of any performance deviation, enabling fast, focused reactions. The AI Alerts feature identifies, for example, technical and usability anomalies, including if there is unusually high visitor frustration on page controls, which may prevent customers from completing transactions. It works on both critical pages that deliver a substantial portion of overall conversions and revenue, and pages that are less trafficked day-to-day, but can be important when specific events occur.

It ensures the optimal customer experience and ease of conversion without manual monitoring, which takes too much time on a large website and is subject to human error. And Contentsquare’s granular-level data means alerts can be triggered by changes on individual page elements, including the level of engagement or hesitation with merchandise images, FAQs, form fields, call-to-actions, buttons, etc.

The alerts also monitor for unforeseen changes in demand e.g. content pages and elements seeing a spike or downturn in engagement based on related trends elsewhere on the Internet, allowing teams to react and address the market opportunity with, for example, a social media campaign.

“The machine learning model understands how behaviors and business metrics are trending and is able to detect anomalies and unusual deviations from the norms to trigger timely notifications,” said Jonathan Cherki, CEO and Founder of Contentsquare. “Unlike manual alerts, users don’t have to set up thresholds, avoiding the ‘Alerts-fatigue’ that comes with being overloaded with meaningless notifications whenever a metric fluctuates normally e.g. during weekly campaign days or on weekends vs. weekdays. We’re excited to see L’OCCITANE continue to lead the industry in user experience with our new solution.”

For more information about Contentsquare’s AI Alerts, visit https://www.contentsquare.com/ai-insights-and-smart-alerts/.