The pressure for brands to offer an amazing digital Customer Experience (CX) has never been higher. But as much as we may try, no website or mobile app is perfect.
Slow loading times, crashes, convoluted user experience – there is no shortage of nightmare-inducing CX issues that can keep you up at night. Not to mention, what might look like a successful session may not always be seen the same way from the visitor’s point-of-view.
For example, if a visitor bought something during their visit, that would typically be considered a successful session. But what if they weren’t able to find all the things they wanted to buy, and decide to buy it on another website as a result? That could mean money being left on the table – money you may not have even known about.
Thankfully, digital marketers and CX professionals alike now have access to an ever-growing list of marketing technologies in their never-ending quest to learn more about their customers’ experiences.
Web analytics, session replay, Customer Relationship Management (CRM) systems – there are many ways you can monitor how visitors interact with your websites and mobile apps, and why they interact with them with this way (e.g., feedback collected via a Voice of the Customer program).
Injecting the 'why' into the 'what' of your visitors' experiences gives the context you need to have a complete view of the customer and their digital experience. Context that can then help brands align internally and take action more quickly to optimize their CX efforts.
A partnership to help tell the full story behind your CX
Unearthing these insights and understanding how brands can optimize the Customer Experience has been iperceptions’ mission for 20 years. That is why we are excited to announce our partnership with Quantum Metric to help brands do just that.
By combining the insights gathered using iperceptions’ Customer Experience Management (CEM) solutions with Quantum Metric’s digital intelligence analytics platform, brands can seamlessly inject valuable insights and feedback about their customers’ experiences into the Quantum Metric platform, giving digital marketers and CX professionals the critical context to take control of the customer experience.