Analyzing Moments That Matter (Real-time analytics for data-driven insights)

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Your digital experience analytics hold the secret to improving customer loyalty. It's just a question of tracking the right metrics. This digital CX ebook is an intro to tracking the customer data that truly reveals when and where abandonment, friction, and other challenges are occuring. With the right digital experience analytics tools, of course. Armed with a powerful platform and the proper mindset, you'll be ready to build an effective CX strategy.

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How can you improve your digital customer experience? Step 1 is understanding it at all, and step 2 is closing that customer experience gap between your company and your customers. Glassbox cities Forbes, and Forbes cites a 2005 report on customer-led growth, which asked 362 firms if they delivered a "superior" customer experience. 80% believed that they did, which seems statistically questionable — and in fact, customers thought only 8% were doing a great job.

Your digital experience analytics hold the secret to improving customer loyalty. It's just a question of tracking the right metrics. This digital CX ebook is an intro to tracking the customer data that truly reveals when and where abandonment, friction, and other challenges are occuring. With the right digital experience analytics tools, of course. Armed with a powerful platform and the proper mindset, you'll be ready to build an effective CX strategy.

Analyzing Mom...GlassboxCustomer Experience & JourneyAnalyzing Moments That Matter (Real-time analytics for data-driven insights)What does your customer journey map look like? Do your customers move smoothly through a funnel, each touchpoint tracked as they interact and become further enmeshed with your brand and product? CX helps you identify customer barriers and points of friction. You can learn how to leverage that CX data along with the customer journey using our free ebooks and guides on customer experience.CustomerHey CS pros, lean on us. We've got the free resources every customer support professional needs. Learn from the best customer experience ebooks to reduce churn and improve retention. Find support team-tested best practices for amplifying the voice of the customer within your org. And get buy-in for the customer service tools your team and your customers need to thrive.Analyzing Mom...GlassboxCustomer Experience & JourneyAnalyzing Moments That Matter (Real-time analytics for data-driven insights)What does your customer journey map look like? Do your customers move smoothly through a funnel, each touchpoint tracked as they interact and become further enmeshed with your brand and product? CX helps you identify customer barriers and points of friction. You can learn how to leverage that CX data along with the customer journey using our free ebooks and guides on customer experience.CustomerHey CS pros, lean on us. We've got the free resources every customer support professional needs. Learn from the best customer experience ebooks to reduce churn and improve retention. Find support team-tested best practices for amplifying the voice of the customer within your org. And get buy-in for the customer service tools your team and your customers need to thrive.

Key insights

How can you improve your digital customer experience? Step 1 is understanding it at all, and step 2 is closing that customer experience gap between your company and your customers. Glassbox cities Forbes, and Forbes cites a 2005 report on customer-led growth, which asked 362 firms if they delivered a "superior" customer experience. 80% believed that they did, which seems statistically questionable — and in fact, customers thought only 8% were doing a great job.

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Analyzing Moments That Matter (Real-time analytics for data-driven insights)
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Analyzing Moments That Matter (Real-time analytics for data-driven insights)
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Mekkie Bansil
1.9
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Value

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Readability

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What we loved:

All the data. A little ironic considering a large part of the customer experience ebook is about the overabundance of data, but still something we can appreciate.

What we didn't love:

The repetition of the phrase “moments that matter”. After reading the entire ebook, we’re still not completely sure what it means, but theoretically it’s important?

Summary:

This free ebook has the best of intentions. It cites its sources, works hard to build its case, and presents the information with just the right amount of flash. Unfortunately, it spends so much time throwing out references and buzzwords that we’re not really sure what the book is about. Is the value prop just data is good, but too much data is bad, but AI/machine learning can make sense of too much data? It’s really pretty hard to tell in this bowl of #buzzwordsalad 🥗


19 pages
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Table of Contents
ISBN
978-6577581296

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