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.

We’ve got more big news from our end — we know we’ve been slamming you with big news in the past few weeks, cough* Clicktale acquisition, cough* but there’s more to share. 

What can we say, we’ve acutely upheld our scaling plan. About a month ago, Contentsquare achieved an ISO 27001 certification, and if that doesn’t mean much to you, then this is the article that will answer this burning curiosity. 

ISO Meaning

If you’re not yet a security expert (you might want to get on that) here’s a little refresher. The ISO 27001 is a standard of best practices for managing information security. This information security grouping of best practices has a risk-based approach and is technology-agnostic. It includes requirements on compliance documents, management responsibilities, internal audits, continual improvements, corrective and preventive action —  all designed to best protect a company’s information assets.

Companies can elect to conform to the standard, by meeting requirements, but can also go further and become ISO 27001-certified. In this case, an independent outside auditor (also certified) is tasked with conducting an audit to assess whether a company meets the requirements. Companies that pass get their certification. As you can imagine, this is the route we’ve taken.

We sat down with Alexandre Menguy, Chief Information Security Officer, Contentsquare’s security guru, to find out more what this certification means for us and our clients. 

Who’s who :
Alexandre joined Contentsquare as Chief Information Security Officer in Juin 2018.
Prior to this, he worked as Global Security Manager for PeopleDoc and Senior Cybersecurity Auditor & Advisor for Mazars.

ISO 27001, from Objective to Reality

Contentsquare: Can you tell us more about the audit — how is it carried out and who hands out the certification? 

Alexandre Menguy: The audit is just the final step of a long process! It all started in 2018, when we decided to have our security practices meet the requirements of an existing standard. We chose ISO/CEI 27001 partly because it is so widely recognized.

First we defined the objectives and scope of the project with top management; then we worked with all teams to implement policies, procedures and practices that would meet our security objectives.

Once all these elements were in place, we conducted an internal audit to make sure we were heading in the right direction and that we were ready to meet the certification requirements.

The internal audit went very well, so without further ado, we called on an external auditor to carry out the official certification. That’s when things got real…

CS: What do you mean, things got real?

AM: Well, first the auditor made sure our policies and procedures were in line with the requirements. This phase was more about documenting things. Then they visited our various offices to ensure the policies and procedures were being effectively implemented.

Finally, the auditor submitted their recommendation to a recognized certification body, which, based on the review that was carried out, gave us the official certificate.

ISO 27001: All Hands On Deck collective effort.

CS: Now that we are certified, can you speak about the main challenges of achieving certification? 

AM: There’s no denying it, achieving the ISO 27001 certification is a huge undertaking that involves everyone on the team and impacts all company practices.  

It was particularly impactful because we wanted to meet all 133 security requirements in our Paris, New York and London offices. Thankfully, the entire team was wholeheartedly committed to this project, which meant we were able to undergo the transformation very quickly.

Another challenge of this type of project is the involvement of management. Getting certified is an expensive undertaking with high direct costs (mainly the cost of the audit and certification) and also major indirect costs (purchasing security solutions, recruitment, securing offices, shifting processes…) so it’s important to have the full support of top management.

The security of our clients’ data being one of our main priorities, this certification process was a no-brainer for management, which was committed and supportive every step of the way.

CS: What does this mean for clients?

AM: As you know, deployment models are evolving. For companies, the digital landscape has shifted from on-premise systems and applications to complex environments that rest on multiple third-party SaaS solutions and external cloud computing services.

Therefore, security risks are increasingly becoming transferred, and today it’s more important than ever for companies to trust that their vendors and services are safe.

With this certification, our clients can feel even more confident because it proves that Contentsquare has an information security management system in place that adheres to an internationally-recognized standard and that it has been deemed effective by an in-depth independent audit. 

Also, keep in mind that our client brands regularly audit their vendors and that this certification helps to facilitate this type of assessment.

Life after Certification

CS: Now that Contentsquare has achieved the ISO 27001 certification, what are the next steps?

AM: Indeed, achieving this certification is terrific news but we can’t stop there! 

The very essence of the ISO 27001 is the continual improvement of systems, so getting certified is not the end of the road.

This is in fact part of the ISO 27001 certification framework, and the certification audit is followed by annual assessments to remain certified.

CS: Can you share any examples of concrete actions you are putting in place? 

AM: We will continue to invest strongly in our security capabilities. For example, we’re planning to launch a private bug bounty program very soon. As well as our penetration testing, we are also going to submit our applications to ethical pirates and compensate them if they find any breaches. This is a fairly new mode of operation but it’s very promising!