¹Digital Customer Journey Analytics Provide a Hyper Personalized Customer Experience (Frost & Sullivan, October 2021)
Within this framework, Frost & Sullivan proposes five key areas that enable forward‐looking vendors to capitalize on digital CX’s considerable market potential:
Frost & Sullivan recognizes that Contentsquare presents one of the most extensive sets of use cases in this industry segment. For instance, key capabilities (such as customer journey analytics, zone‐based heatmaps, retroactive insights and merchandising analysis) determine which content elements help and which placements are most suitable to improve content return on investment, accelerate acquisition journeys, and optimize placements and pricing. Furthermore, advanced features (such as struggle/error analysis, session replay, Voice of Customer integrations, and form analysis) support customer feedback contextualization and provide operational insights (e.g., which content elements help or hurt, which placements are the best, and page load times).
Essentially, Contentsquare’s value proposition combines performance, product merchandising, and UX to infer why a customer is having a good or a bad experience. However, for this forward‐looking company, data is not the end goal. It strives to connect brands and users and increase empathy between them to create an exceptional experience. Three specific elements underlie this approach: