Publicis Groupe is the second largest communications company in the world. They focus on bringing creativity and technology together in order to help their customers drive business transformation.

Nigel sat down to talk with us about how Publicis Groupe approaches prospects and works with customers, trends in customer experience analytics and the data analytics in general and his experience of partnering with Contentsquare.

It’s a great conversation, so let’s dive in…

To kick things off, what is your role and what types of customers do you serve?

Nigel Keelson-Anfu: My name is Nigel Keelson-Anfu, and I serve as the Business Director of the Experience Design Practice at Publicis Groupe Dubai.

With over a decade of experience, I lead a team of more than 50 talented individuals across the UAE, KSA, Jordan, and Lebanon. We offer expertise in multi-disciplinary services including Search Engine Optimization, Web & Mobile App Design/Development and Experimentation.

I work with a diverse clientele across the MENA region, spanning industries such as Automotive, Luxury, Fast Moving Consumer Goods, Banking, government entities and more. If a client has a digital presence, we can offer them solutions to drive actionable insights, growth, ROI and user-centric experiences.

What is your most successful target market, and what’s your ideal customer profile?

NK-A: Our clientele spans the MENA region, and we’ve experienced growth and success across diverse markets. Each market holds its own unique vision for the future, and we witness this development directly through our work.

Regarding an ideal customer profile, the Experience Design practice is equipped to serve any client across any industry, provided they have an online presence.

Our mission is to provide strategic solutions that drive online growth and success, regardless of the specific challenge presented.

What do you think makes for a good customer relationship?

NK-A: Clear, consistent communication is the cornerstone of a strong customer relationship. Beyond technical delivery, ensuring clients fully understand their needs, our solutions and the insights achieved throughout our engagement keeps both parties aligned towards shared goals.

We prioritize building a partnership with our clients by fostering open dialogue and transparent collaboration at every step of the process. By actively listening to their concerns, providing regular updates, and soliciting feedback, we not only demonstrate our commitment to their success but also cultivate a deeper understanding of their business objectives.

This approach allows us to tailor our solutions to their specific needs, ultimately leading to greater satisfaction and long-term mutual benefit.

How do you differentiate yourself from the competition?

NK-A: Our differentiation lies in a future-oriented approach. We don’t simply build strategies for today; we design solutions that anticipate technological advancements and evolving user behaviors. This ensures our approach stays relevant in the ever-changing digital landscape.

What are the critical steps in your sales process, and what do you focus on when building ongoing relationships with your customers?

NK-A: There are four steps in our process:

1. Discovery: The sales process begins with a deep understanding of the client’s pain points, business goals and target audience.
2. Consultation: We provide tailored recommendations, aligning our solutions with their specific needs.
3. Transparency: Throughout the engagement, we prioritize clear communication, maintaining constant dialogue about progress, insights, and adjustments where necessary.
4. Trust: Our ultimate focus is building a foundation of trust with our clients, establishing ourselves as dependable partners in their digital success.

Tell us about a successful customer engagement you worked on together with Contentsquare?

NK-A: We’ve enjoyed numerous successful collaborations with Contentsquare. By incorporating the Contentsquare platform into our solutions, we’re able to offer highly user-centric services. This synergy strongly positions us within today’s digital environment.

What advice would you give to those looking to partner with Contentsquare?

NK-A: For those considering Contentsquare, my advice hinges on integrating AI to a greater degree to advance your customer experience analytics capabilities. The platform provides invaluable insights in our dynamic landscape, and I believe it to be an essential tool for helping clients to uncover actionable insights to achieve set business goals and objectives.

If you had one wish to ask of Contentsquare, what would that be?

NK-A: My wish for Contentsquare is simple: To continue relentlessly innovating their analytics platform and solutions. In this ever-changing digital landscape, staying ahead of the curve is paramount, and Contentsquare’s commitment to doing so gives me confidence in our partnership.

What about your business and the industry keeps you up at night?

NK-A: The rapid pace of technological change and the evolving expectations of today’s digitally savvy consumers keep me driven. Staying at the forefront of these shifts to best serve our clients motivates me day and night.

What trends do you see in the customer experience analytics space?

NK-A: The customer experience analytics space is in a state of continuous evolution. As users interact with brands across an increasing number of digital channels, I see a growing demand for omnichannel analytics. Omnichannel analytics tools allow us to map customer journeys holistically, offering a deeper understanding of their behavior.

Additionally, artificial intelligence and machine learning algorithms are revolutionizing the field—not only enhancing current analysis, but also helping with predicting behaviors, tailoring experiences and delivering truly personalized solutions.

Fun question to close with: What’s your favorite vacation destination, and why?

NK-A: My favorite holiday destination is Thailand. This vibrant country offers a delightful blend of rich culture, stunning natural beauty, and incredible hospitality, from exploring ancient temples in Bangkok to relaxing on idyllic beaches or discovering the lush jungles of the north. I believe everyone should visit Thailand at least once in their lifetime. Plus, once you arrive, it’s incredibly affordable.

Become a Contentsquare partner

Publicis Groupe is just one of over 100 trusted technology and service providers who make up our The Contentsquare Experience Partner Ecosystem.

Partners are vital to our mission of bringing digital experience analytics to brands that will help them accelerate their digital goals.

And the value we place in partners is reflected in the commission we pay for referrals.

We work closely with:

• Solutions partners, who deliver strategy, design, implementation, consulting and integration services leveraging Contentsquare
• Technology partners, who provide technology and products that integrate with Contentsquare to deliver an end-to-end CX Solution
• Business partners, who act as trusted advisors and help to identify the best MarTech stack for the biggest brands

Think we could work together? You might be onto something.

This could be the start of a beautiful partnership. So get in touch.

Become a referral partner

Join over 100 leading technology and service providers in the Contentsquare Experience Partner Ecosystem—and earn commission for your referrals.

Learn more

The post Meet our partner: Publicis Groupe appeared first on Contentsquare.

As advertisers and marketers look to leverage the cloud to innovate and achieve digital transformation, they are increasingly in need of partners with services and solutions that are purpose-built to meet their needs. AWS Advertising and Marketing Technology Competency Partners provide these customers –including advertising agencies, marketers, publishers, advertising and marketing technology providers, and analytics service providers – with AWS-validated solutions and services, helping to accelerate their transformation.

Contentsquare, powered by AWS, supports businesses looking to improve their customer experience, increase conversion rate, reduce technology debt and improve customer loyalty. AWS improves the process of delivering enhanced marketing technology at scale, helping brands across the retail, banking & finance, travel & hospitality, B2B software and other key industries develop rewarding, engaging and ultimately more human experiences for their consumers. The AWS Marketplace makes it even easier for these businesses to procure, deploy and implement Contentsquare’s digital experience cloud in expedited time to value while potentially unlocking the business’s committed cloud spend.

Achieving the AWS Advertising and Marketing Technology Competency differentiates Contentsquare in the AWS Partner Network (APN) with demonstrated technical proficiency and proven customer success in running cloud solutions on AWS for the advertising and marketing industry.

To achieve the AWS Advertising and Marketing Technology Competency, AWS Partners must undergo a rigorous technical validation by AWS solution architects and have verified customer references.

“Contentsquare is proud to achieve the AWS Advertising and Marketing Technology Competency as a launch partner in the category of Digital Customer Experience,” said Chris Formosa, Head of Global Technology Partnerships & Cloud Alliances, Contentsquare.

“The creation of the AMT Competency and the Digital Customer Experience category represents a dedication to customer-centricity by AWS – evidenced by the SaaS & Solutions partners chosen by AWS for launch. Our team is dedicated to empowering customers with the insights they need to deliver better customer experiences, maximize engagement and increase conversion and revenue. The AWS cloud infrastructure allows Contentsquare to offer its customers incredible speed, scale and top-notch security. By streamlining procurement, the AWS Marketplace expedites time to value, meaning brands and consumers get a better return on their experience, faster.” 

– Chris Formosa, Head of Global Technology Partnerships & Cloud Alliances, Contentsquare

AWS is enabling scalable, flexible, and cost-effective solutions from startups to global enterprises. To support the seamless integration and deployment of these solutions, the AWS Competency Program helps customers identify validated AWS Partner solutions and services for specific industry use cases. Explore the AWS Partner solutions and/or services offered in AWS Data Exchange, AWS Marketplace, or

APN Partners, including Contentsquare.

About Contentsquare

Contentsquare is a leading digital experience analytics platform that empowers businesses to understand and optimize the user experience across web, mobile, and app platforms. Its AI-powered platform provides rich and contextual insight into customer behaviors, feelings and intent — at every touchpoint in their journey — enabling businesses to build empathy and create lasting impact. 

More than 1300 leading brands use Contentsquare to grow their business, deliver more customer happiness and move with greater agility in a constantly changing world. Its insights are used to optimize the experience on over 1.3 million websites worldwide. For more information, visit http://www.contentsquare.com. 

Media Contacts

Erica Ashner

Erica.Ashner@Contentsquare.com

The post Contentsquare Achieves New AWS Advertising and Marketing Technology Competency appeared first on Contentsquare.

We sat down with Pierre for a quick chat about some of the emerging trends he’s seeing in how businesses use data, how Converteo differentiates itself from the competition and (perhaps most importantly) where he most enjoys going on vacation!

Our conversation with Pierre-Eric

Hi Pierre-Eric! To kick things off, can you tell us a little about your role at Converteo and the sort of customers you serve?

Pierre-Eric Beneteau: Certainly! I’m a Partner at Converteo, where I share responsibility for our 160-people team dedicated to digital data collection and Conversion Rate Optimization (CRO).

As a consultancy, we serve corporate clients from various industries (mainly retail, telecommunications, luxury and finance).

What trends do you see in the customer experience analytics space?

PB: In the last few years we’ve seen a wider use of data in the decision making process, but the use of data still has room to grow.

More recently we’ve been witnessing (and helping) product management teams make use of quantitative and qualitative data to improve product discovery and delivery in a challenging environment where digital data collection is made harder by regulations and technology changes.

What do you think makes for a good customer relationship?

PB: Trust, “business empathy”—and quality of work. We’ve had the opportunity to support some of our clients for many years. To build these lasting relationships takes good communication and the delivery of a constant high quality of service. We know our clients’ businesses from top-to-bottom and understand how to quickly leverage data to benefit their organizations.

How do you differentiate yourself from the competition?

PB: We have a “holistic” approach to CRO that mixes data analysis, A/B testing, UX/UI and product management. Also, if necessary, we have the capability to both take a step back on the clients’ businesses with our Consulting team and to build custom data products with our Tech teams, and to do both seamlessly.

What about your business and the industry keeps you up at night?

PB: Data is becoming a scarce resource, thanks to regulations and the end of third-party cookies. From a digital marketer’s point of view, this drying up of data will present some tough challenges. It’s stimulating and scary at the same time! Companies and consultants will need to adapt.

Let’s lighten the mood with a fun question to close! What’s your favorite vacation destination—and why?

PB: Brittany, France, of course. You never know if you’re going to get a rainstorm or the sunniest day while you’re there, so it’s a great place for learning to adapt quickly!

Become a Contentsquare partner

Converteo is just one of over 100 trusted technology and service providers who make up our Contentsquare Experience Partner Ecosystem.

Partners are vital to our mission of bringing digital experience analytics to brands that will help them accelerate their digital goals. (That’s why we pay commission for referrals!)

We work closely with:

• Solutions partners, who deliver strategy, design, implementation, consulting and integration services leveraging Contentsquare
• Technology partners, who provide technology and products that integrate with Contentsquare to deliver an end-to-end CX Solution
• Business partners, who act as trusted advisors and help to identify the best MarTech stack for the biggest brands

Think your company could slot into one of those roles and benefit from joining our ecosystem?

We like the way you think. Get in touch ASAP.

Become a referral partner

Join over 100 leading technology and service providers in the Contentsquare Experience Partner Ecosystem—and earn commission for your referrals.

Learn more

The post Meet our partner: Converteo appeared first on Contentsquare.

MCP is a data and analytics consultancy within the Dentsu network which focuses on maximizing the value its clients get from the Google Marketing Platform.

Alex sat down to talk with us about how MCP approaches prospects and works with customers, trends in customer experience analytics and the data analytics in general and his experience of partnering with Contentsquare.

Our conversation with Alex Clemmons

To kick things off, can you tell us what your role is at Merkle | Cardinal Path (MCP) and what sort of customers you serve?

Alex Clemmons: I lead what we at MCP call ‘Marketing Science’. My team specifically focuses on insights generation, data science and advanced analytics, as well as experience optimization. We pretty much work with everyone out there across industries and verticals, if you’ve got digital data we can help you make sense of it.

Do you have an ideal customer profile?

AC: Anyone who values data and analytics and how it can transform an organization.

I don’t worry as much about customer maturity or where they sit in the organization, because we’re successful in working with customers who are building their analytics program from the ground up and with customers with very mature practices.

In both cases, the commonality is having a stakeholder who understands how analytics can benefit the organization. The rest is all details, and we do a ton of education with our clients in this space, too—that’s been a big part of our DNA as a company for a long time now.

As a result, we serve a wide range of clients. I like to play the game of “client bingo” when I’m driving around town because you really can’t go more than a few blocks without seeing one of our clients.

What are the critical steps in your sales process and what do you focus on when building ongoing relationships with your customers?

AC: We focus on understanding who the prospect is, what drives them and what success looks like for them and their role, as well as for the overall organization.

We also spend a significant amount of time understanding the ecosystem we’re entering into—the people, the processes and the technology they currently have in place—so as to to understand what they need, not just what they are asking for.

Our internal sales process allows us to craft the solutions and support that each unique client may need. This does take more time, but we’re able to create successful outcomes more quickly with this approach.

What do you think makes for a good customer relationship?

AC: We have a saying at MCP: “in order to understand the data you need to understand the world around you”. This means our teams understand our business, processes, and the world that our clients and their customers live in. That’s foundational to our partnerships.

We bring deep expertise in tools and processes and our customers bring their deep understanding of their business. We partner together to bring out the best in each other, immerse ourselves in each other’s worlds and then grow together to build something greater.

How does MCP differentiate itself from the competition?

AC: Consistently delivering excellent work and focusing on innovating, solving unique client challenges and building tight relationships with both our clients and our partners, such as Google and Contentsquare.

We have a reputation with our clients and our partners of over-delivering on outcomes rather than producing extensive marketing materials for under-built solutions.

We have an incredibly strong foundation in process and project management which gives our teams the structure they need to excel in their consultancy roles with clients. We have a lot of long standing clients and we are often brought into new organizations when clients we have worked with change jobs.

Speaking of partnering with Contentsquare, can you tell us about a successful customer engagement you worked on with us?

AC: We’ve got quite a few, but the one that’s closest to my heart is a telecom client I lead. We’ve worked with this client together for over a decade now and as soon as Contentsquare was deployed we started seeing major changes in the client’s culture around data.

We were delighted by this, because encouraging a culture change around data is a critical mission of my teams in general. It’s incredibly exciting when you see data insights create conversations, which drive action, which then changes the culture of a marketing team, an IT team, and so on.

Contentsquare elevated the work my team were already doing to make that culture change possible, facilitating it by making it more frictionless and faster for our clients to find and action insights or even troubleshoot issues with the site.

What advice would you give to those looking to partner with Contentsquare?

AC: I think you need to think about two big things. First, your tech stack. There’s so much power in Contentsquare when you start to integrate your other tools into it. Don’t think of this tool in a silo, but rather in terms of how it can enhance what you already have in place, and also how those tools can make Contentsquare more powerful.

The second is around making sure you have the people on your team who can take advantage of the tool. There is such a wide variety of use cases the solution can solve for, so think through those as you’re making the business case for it.

And make sure to get them trained up! Contentsquare has a great training team to facilitate leveraging the power of the tool quickly.

Let’s close by zooming out a little and talking about your industry. What trends are you currently seeing in the customer experience analytics space?

AC: We’re seeing three things happening right now. First, a strong shift towards behavioral analytics. Customers are trying to make more sense of their quantitative data.

Secondly, we’re seeing an increased desire for predictive insights. Customers in certain verticals are showing more appetite for predicting future behavior rather than just understanding past performance.

Thirdly, we’re getting more requests for customer journey mapping. For clients who have multiple digital touchpoints, it’s difficult to understand paths to conversion, especially when these journeys aren’t always exactly linear. This has led to these clients requesting quantitative modeling that’s geared towards understanding the most successful journeys.

What about your business and the industry keeps you up at night?

AC: The constant evolution of the martech landscape. There’s always new tools, new processes, the emergence of AI, plus a constant shifting of the privacy landscape. Marketing today is very different than it was two years ago and it’s going to be completely different two years from now.

Thinking about where we should place our bets, where we should pivot and adapt our own business and how we should advise our clients to adapt is a fun challenge—but also massive in scale. So I devote a lot of my time thinking through it.

You must enjoy having the occasional vacation from all that thinking! So: A fun question to close. What’s your favorite vacation destination, and why?

AC: I’m terrible at sitting still, so anywhere that’s just a beach or poolside isn’t for me—at least not for more than a day! If I could get on a plane right now and go anywhere I’d go and get lost in Italy for a few weeks.

How to become a Contentsquare partner

Merkle | Cardinal Path are just one of over 100 trusted technology and service providers who make up our The Contentsquare Experience Partner Ecosystem.

Partners are vital to our mission of bringing digital experience analytics to brands that will help them accelerate their digital goals.

And the value we place in partners is reflected in the commission we pay for referrals.

We work closely with:

• Solutions partners, who deliver strategy, design, implementation, consulting and integration services leveraging Contentsquare
• Technology partners, who provide technology and products that integrate with Contentsquare to deliver an end-to-end CX Solution
• Business partners, who act as trusted advisors and help to identify the best MarTech stack for the biggest brands

Think we could work together? You might be onto something.

This could be the start of a beautiful partnership. So get in touch.

Become a referral partner

Join over 100 leading technology and service providers in the Contentsquare Experience Partner Ecosystem—and earn commission for your referrals.

Learn more

The post Meet our partner: Merkle | Cardinal Path appeared first on Contentsquare.

NEW YORK – October 17, 2023 – Contentsquare, a global leader in digital experience analytics, today announced a new partnership with Cloudinary, the image and video platform that powers many of the world’s top brands. Thanks to the integration between Contentsquare and Cloudinary, shared customers will now have access to actionable insight into the detailed performance of image and video content across their digital properties. Through its seamless connection to Cloudinary’s AI-powered platform, Contentsquare helps teams identify opportunities to improve the quality and performance of images and videos for a more seamless site or app experience. 

With the integration, Contentsquare and Cloudinary customers can now more easily quantify their web performance and user engagement – and take action to address the opportunities they discover. 

With its unique engagement and revenue insights, Contentsquare analyzes granular performance data at the individual image, video and page level, helping teams prioritize actions that have the greatest impact on the metrics that most directly impact web traffic and conversions, such as Google Core Web Vitals. Shared customers can also leverage Contentsquare’s segmentation capabilities to compare and contrast behavior across all sessions including whether a video was started, completed, paused, seeked, and more. 

Through its powerful APIs and backed by industry-leading artificial intelligence, Cloudinary offers a single source of truth for brands to organize, transform, optimize, and deliver visual experiences at scale. Cloudinary automations enable users to optimize the quality, format and size of each asset for any user context and offers advanced features such as asset auto-cropping and auto-tagging, along with generative AI capabilities that enable users to create custom derivative assets with ease. 

With these capabilities, shared customers across all verticals — including retail/commerce, travel & hospitality, auto/EV, and tech/B2B SaaS — can now better understand the impact that images and video have on the overall customer journey, and optimize content placement, duration, and style for specific audiences and digital contexts.

“With this partnership, customers get the best of both worlds — a leading image and video platform to help deliver visual experiences at scale and a leading digital experience analytics platform with the ability to measure the performance of those assets and prioritize improvements. With the two platforms together, our customers can better optimize the timing and placement of video and image assets in their digital journeys. We are very excited about partnering with Cloudinary and look forward to seeing great results!”

Chris Formosa, Head of Technology Partnerships & Cloud Alliances, Global, at Contentsquare

Nearly 10,000 brands – from sole proprietorships to Fortune 100 companies – use Cloudinary to tell their stories and power visual experiences that inspire. Cloudinary delivers significant commercial and operational outcomes for its customers, such as: 

• 75% reduction in time spent managing image assets and 3X faster page load times (Neiman Marcus)
• 40% reduction in asset management costs (Paul Smith)
• 90% faster image delivery and 50% faster video delivery (Rapha)
• 40% improved overall page load time and 67% reduction in overall bounce rate (Reformation) 
• Image correction process time reduced by up to 75% (River Island).

“The ability to understand how visual content is performing is critically important for any digital business, and we are very much looking forward to working with Contentsquare to ensure our joint customers are armed with the data they need to deliver the visual-first experiences that connect, engage and convert.”

Kobi Schwarts, Vice President, Global Channels and Alliances, Cloudinary

About Contentsquare

Contentsquare is a leading digital experience analytics platform that empowers businesses to understand and optimize the user experience across web, mobile, and app platforms. Its AI-powered platform provides rich and contextual insight into customer behaviors, feelings and intent — at every touchpoint in their journey — enabling businesses to build empathy and create lasting impact. 

More than 1300 leading brands use Contentsquare to grow their business, deliver more customer happiness and move with greater agility in a constantly changing world. Its insights are used to optimize the experience on over 1.3 million websites worldwide. For more information, visit http://www.contentsquare.com.

About Cloudinary

Cloudinary is the image and video technology platform that enables the world’s most engaging brands to deliver transformative visual experiences at global scale. More than 1.5 million users and 10,000 customers, including Apartment Therapy, Bleacher Report, Bombas, Grubhub, NBC, Mediavine, Minted, Paul Smith and Peloton, rely on Cloudinary to bring their campaigns, apps, and sites to life. With the world’s most powerful image and video APIs backed by industry-leading artificial intelligence and patented technology, Cloudinary offers a single source of truth for brands to manage, transform, optimize, and deliver visual experiences at scale. As a result, the most engaging brands across all industries are seeing up to a 203% ROI using Cloudinary with benefits including faster time to market, higher user satisfaction and increased engagement and conversions. For more information, visit www.cloudinary.com.

Media Contacts:

Erica Ashner

Contentsquare

Erica.Ashner@Contentsquare.com

Juli Greenwood
Cloudinary
juli@cloudinary.com

The post Contentsquare Integrates with Cloudinary to Help Brands Optimize Image and Video Content for More Seamless Experiences appeared first on Contentsquare.

Giovanni loves involving himself in every area of the business, including its customers, vendors, teams—and partners.

He’s therefore the perfect person to talk to about BitBang’s relationship with its customers, its strategy for success, trends in customer experience analytics and the benefits of partnering with Contentsquare.

Our conversation with Giovanni

Can you start by telling us what types of customers BitBang serves?

Giovanni Lorenzoni: Our customers are EMEA-based companies that often have a global presence. We work with both niche companies and big, established financial and product brands.

What all of our clients have in common is that they cherish their customers and see data as the key to improving customer satisfaction. Our ideal customer profile is that of a company that is strongly oriented towards customer obsession.

What trends do you see in the customer experience analytics space?

GL: Customer experience is becoming more and more central to decision-making and is connected to the overall business strategy. For this reason, reducing the time needed to reach insights is key to improving actionability.

In addition, sharing capabilities enable the speeding up and broadening of the availability of KPIs and information across teams and stakeholders. Finally, third-party tools integration allows the client to enrich their data and obtain an even broader perspective on customer experience.

Customer experience analytics has become an integral part of any journey toward maturity in customer understanding.

What do you think makes for a good customer relationship?

GL: Sharing long-term goals. Often, we get caught up in the day-to-day and in practicalities that need to be solved, but we can only really be successful if we keep an eye on our long-term objectives. This goes for the work life of each one of us and for consultant-client relationships. If the client shares their vision with us, we can make sure we stay focused and bring real value.

What are the critical steps in your sales process and what do you focus on when building ongoing relationships with your customers?

GL: It might seem trivial, but having a common vision about what to do and how to do it is the focal point for such long-lasting relationships.

How do you differentiate yourself from the competition?

GL: Our aim is to support our clients both in terms of their vision and in the specific solution that we have to offer.

For example, we thoroughly cover customer analytics, in order to support Contentsquare users beyond setting up the tool and ensuring it is aligned with the client’s needs. We integrate this initial step within a broader customer centric data strategy, which also includes data activation and journey orchestration.

We also offer ad hoc developments, such as AI models or advanced analyses that are meant to meet the specific needs of each client. In this sense, we truly are a data boutique that is interested in designing your ideal, custom suite and making it unique with each stitch.

Tell us about a successful customer engagement you worked on together with Contentsquare?

GL: We recently worked with a client that required us to start a PoC with a narrow scope. Despite this starting point, we managed to successfully scale up to an articulate project that included continuous testing and improvement of the client’s website, on a global scale.

What made this possible? Great communication, information sharing and cross-team collaboration, a well-defined and common roadmap, and a clear outline of the project’s objectives.

Become a referral partner

Join over 100 leading technology and service providers in the Contentsquare Experience Partner Ecosystem—and earn commission for your referrals.

Learn more

What advice would you give to those looking to partner with Contentsquare?

GL: It is important to leverage the great assets that Contentsquare provides its partners with, such as the learning content that is accessible online, and the experienced and high-performing solution experts team and partner success manager, who are there to provide you with all the necessary tools. These figures are invaluable when it comes to helping you deliver great client results.

What about your business and the industry keeps you up at night?

We have been working in this field (i.e., data from the digital world that is used to improve customer relationships and sales) since it was born—and it has never stopped evolving. It is not just a matter of keeping up with the industry, but also being able to see the situation from our clients’ perspective and providing them with new solutions to solve both their daily challenges and to reach their goals.

Fun question: What’s your favorite vacation destination, and why?

GL: Greece is by far my favorite—where so many things come together.

Join our partner ecosystem today

The Contentsquare Experience Partner Ecosystem is a trusted network of over 100 technology and service providers (including BitBang).

Partners are vital to our mission of bringing digital experience analytics to brands to help them accelerate their digital goals.

We work closely with:

• Solutions partners, who deliver strategy, design, implementation, consulting and integration services leveraging Contentsquare
• Technology partners, who provide technology and products that integrate with Contentsquare to deliver an end-to-end CX Solution
• Business partners, who act as trusted advisors and help to identify the best MarTech stack for the biggest brands

And if you think your company fits the bill, we’d like to work with you too. If you think so, too, get in touch today.

Become a referral partner

Join over 100 leading technology and service providers in the Contentsquare Experience Partner Ecosystem—and earn commission for your referrals.

Learn more

The post Meet our partner: BitBang appeared first on Contentsquare.

You might be just about to confirm the trip you’ve been longing to book for months, and clicking ‘Review Order’ just doesn’t do anything.

Anger, frustration and anxiety all rise in equal measure as you bear more and more down on your mouse (or fingertip), savagely clicking a button like it owes you money. 

This image we hold, of a red-faced person screaming impotently to the sky, is not something we should be avoiding. In fact, when you’re on the other side of the screen, some rage-clicking is so valuable you should be paying them.

After today you’ll learn to start loving rage clicks, and you’ll know the real problem with digital experience and how to start looking for it!

What is rage clicking?

Before we start – when we say rage clicks let’s use the same definitions

Rage clicking is clicking an element (toggle, button, player, link, etc) several times in a very short span of time. We all have done this – in fact, you can practice your rage clicking on this link here.

Drumline Digital mainly use Contentsquare as a platform for measuring and finding rage-click events.

FACT CHECKER: Rage Clicks are a big sign of friction in digital experiences.

RESULT: Rage clicks are free error checking.

The common wisdom is that users who are rage-clicking are hitting a brick wall, and are therefore at a much higher risk of abandoning their journey. While this often does happen, it’s not what the data tells us!

For our clients using Contentsquare, we looked at the average purchase rate for users who rage clicked, compared to those who didn’t. Rage clickers converted 20% less! Though the size of this effect was small, as less than 0.1% of sessions had rage clicks…

If we are about performance, ‘fixing’ rage-click experiences isn’t going to be the thing that moves the needle. Think of rage clicks like having a free user test! You’ve identified something useful to check and make sure isn’t going to break further – add it to the backlog and move on with your day.

So, if rage clicks aren’t a big problem, what is?

Think of your digital experience as one that mixes friction (imposed and accidental), with fuel. 

Friction means adding complexity, ‘gates’ like logins or long forms, or confusing user flows – these elements all tend to wear users down and make it more likely that a user will drop out or lose their way.

Fuel on the other hand means incentives, promotions, engaging designs, and elements that draw users in to want to do more.

Here’s the thing about rage clickers that are different from most of your digital traffic – they care. They care enough about their experience on your site to really want something so much that they’re frustrated they can’t have it! 

The bigger problem is the vast amount of traffic that does have enough fuel to care. Removing friction is going to make your already engaged users get through their tasks, though it’s not likely to make an apathetic user suddenly engaged.

Here are some stats that may shock you – all from our clients on Contentsquare:

• The average all-traffic bounce rate is > 50%
• 68% of sessions never scroll past 25% on a page
• 38% of sessions last less than 4 seconds

These numbers aren’t very different from what industry benchmarks are for similar brands – and the story they tell is one of massive apathy.

What should I do about it?

Rage clicks are gold – for error handling. Get on them and fix them quick. You’ll make a small number of users very happy!

Invest your time in experimenting with ways to add fuel to your experience – and increase the 30%+ of users that would otherwise look away to spend a few more seconds reading, exploring and buying. 

Remember that apathy doesn’t leave breadcrumbs – you need to go looking for it! 

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The post Learning to love rage clicks appeared first on Contentsquare.

Meet Georgiana Hunter-Cozens from Creative CX.

By way of introduction, what is your role and what types of customers do you serve?

Georgiana Hunter-Cozens: I am a Senior Strategy Consultant at Creative CX. We are a specialist experimentation agency, and we serve customers across a broad range of verticals; we serve all types of businesses, predominantly enterprise-sized companies looking to continually improve the customer experience and innovate.

What trends do you see in the customer experience analytics space?

GH-C: Like many industries we’re seeing an increase in interest in how AI can be of use, particularly in experimentation design and improving customer experiences.

What is your most successful target market and what’s your ideal customer profile?

GH-C: We work across multiple sectors and markets. Most of our attention is on the UK market, however, we also work across EMEA and North America. Sectors we support include: Luxury Fashion, Financial Services, Travel & Tourism, Retail & Charities.

Our ideal customer profile is a company that is looking to establish and/or scale an experimentation programme that delivers a high velocity of quality experiments, and then scale the capability and mindset across their organisation.

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What do you think makes for a good customer relationship?

GH-C: Mutual respect and understanding! My clients appreciate that I work hard to understand their website, needs and goals, and in return I appreciate when they’re receptive to my advice and trust our recommendations

How do you differentiate yourself from the competition?

GH-C: We have a great team at Creative CX, which helps, but our main differentiator is the power to help organisations not just understand their customers, products and services and optimise the journeys across the entire CX, but to help our clients to scale their programmes across the digital team. We fundamentally believe in helping our clients to become self-sufficient.

Tell us about a successful customer engagement you worked on together with ContentSquare?

GH-C: I share many clients with Contentsquare, as the level of additional insights we are able to uncover is invaluable. Recently we have been running a large test for a client with limited revenue tracking within their testing platform, so being able to assign a revenue value using Contentsquare has made it a lot easier to prove the value of the program.

What are the critical steps in your sales process and what do you focus on when building ongoing relationships with your customers?

GH-C: We always think the discovery stage in the sales process is fundamental; understanding what challenges, pain points, and potential needs a prospect is facing is key to being able to provide a prospect with a tailored and suitable proposal. Qualification is also key, but if you’re able to do a deep dive during the discovery session, you can generally work out if we’re going to be a good fit for their business.

Once we’ve won a client, it’s about delivering the services that we’ve proposed. We want to hit the ground running when we start working with a new client and prove value as quickly as possible. This is why it is so important to have a strong discovery stage, so we can understand any early potential challenges.

We deliberately call ourselves a consultancy (and not an agency) because understanding the business, their goals and challenges is critical to the work that we deliver.

What impact does your company have on the business growth of your customers?

GH-C: A huge impact – we help our clients provide a better experience to their customers – this in turn drives measurable growth for the business. Our clients have made and saved millions in revenue, ensuring they attract, convert and retain customers by delivering experiences that are relevant, easy to use and adding value.

On top of the monetary part, we’re also enabling these businesses to become more self-sufficient.

What advice would you give to those looking to partner with ContentSquare?

GH-C: I would definitely recommend signing up to the newsletters and webinars to get the first look of any new features!

What about your business and the industry keeps you up at night?

GH-C: I do worry about the implications of using tools such as ChatGPT – not so much from the sense of machines taking over, but more so the impact it may have on creativity, critical thinking and the generation of new ideas.

Fun question: What’s your favorite vacation destination, and why?

GH-C: I went to Florence last year and I’d love to go back – a quick flight from London, with tasty Italian food, drink and weather but without the crazy crowds of Rome. It was such a beautiful place, full of history and easy to walk around. We were actually in an airBnB next to the Duomo, and I had the best pasta of my life at Sabatini’s – I highly recommend it.

The post Meet our Partner Series: Creative CX appeared first on Contentsquare.

SAN FRANCISCO, Calif. – July 13, 2023 – UserTesting, a leader in experience research and insights, today announced a joint integration with Contentsquare, a global leader in digital experience analytics. This partnership empowers organizations to unlock more customer experience insights across digital properties, enabling them to more effectively transform and customize digital experiences for their target audiences. 

According to a recent study by Gartner, 89 percent of boards agree that they are in a postdigital world, and digital is now an implicit part of growth strategies for their companies. Interestingly, an equal percentage of board directors no longer see digital as a separate strategy. This integration sets a new standard for leveraging data-driven strategies and enhancing the effectiveness of digital experiences. The joint integration enables organizations to more effectively validate assumptions and test hypotheses of digital customer interactions, allowing them to better deliver on  customer needs throughout the digital journey.

With the UserTesting and Contentsquare integration, organizations can:

• Identify customer preferences within Contentsquare and launch a UserTesting test to gauge the performance of digital experience options, uncovering deeper insights on overall customer engagement 
• Analyze UserTesting insights alongside Contentsquare experience data to troubleshoot issues and quantify how many customers might be impacted
• Set experience thresholds and alerts with Contentsquare and quickly assess and respond to anomalies in CX by launching a UserTesting test to better understand why they’re occurring
• Trigger Contentsquare Live Signals when a user encounters a bug or error and prompt them to join a UserTesting test to give feedback

“The combination of Contentsquare digital analytics and UserTesting insights equips brands with the intelligence they need to deliver the best possible customer journey from start to finish,” said Chris Formosa, Head of Global Technology Partnerships & Cloud Alliances at Contentsquare.

“With Contentsquare’s rich behavioral data and UserTesting’s video-based insights, teams get the full picture of the online experience and can prioritize the most impactful improvements. Great experiences breed strong customer relationships, giving brands the leg up they need to thrive in the digital world.”

– Chris Formosa, Head of Global Technology Partnerships & Cloud Alliances at Contentsquare

“By harnessing the combined strengths of Contentsquare and UserTesting, organizations can seamlessly connect their customers’ online behaviors with their underlying motivations,” said Rob Vandenberg, Global Vice President of Channels and Alliances at UserTesting.

“Our joint integration empowers businesses to test hypotheses and validate assumptions about their digital experiences—bridging the gap between customer behavior and intent. Together, we help more than 190 customers deliver exceptional user experiences.”

– Rob Vandenberg, Global Vice President of Channels and Alliances at UserTesting

About UserTesting

UserTesting is fundamentally changing the way digital products and experiences are built and delivered by helping organizations get insights from customers–from concept to execution. Built on top of a world-class, on-demand sourcing engine, customers can receive fast, high quality, opt-in feedback from both our proprietary and partner-sourced audience networks around the world. UserTesting offers the industry’s most comprehensive experience research solution. Unlike approaches that track user behavior or collect customer listening data on live experiences, then try to infer what that data means, UserTesting enables companies to get input directly from customers–earlier in the process–helping to reduce guesswork, and bringing experience data to life with human insight. The company, formed through the combination of UserTesting & UserZoom, has more than 3,400 customers worldwide, including 75 of the Fortune 100 companies. To learn more, visit www.usertesting.com.

About Contentsquare

Contentsquare delivers the power to make the digital world more human. Its AI-powered platform provides rich and contextual insight into customer behaviors, feelings and intent — at every touchpoint in their journey — enabling businesses to build empathy and create lasting impact. The global leader in digital experience analytics, Contentsquare helps brands everywhere transform the way they do business, allowing them to take action at enterprise scale and build customer trust with security, privacy and accessibility. More than 1000 leading brands use Contentsquare to grow their business, deliver more customer happiness and move with greater agility in a constantly changing world. Its insights power the customer experience on over 1 million websites worldwide. For more information, visit http://www.contentsquare.com.

Media Contacts:

UserTesting, Inc.

Susie Penner

press@usertesting.com 

Contentsquare

Erica Ashner

erica.ashner@contentsquare.com

The post UserTesting and Contentsquare Partner to Enhance Digital Customer Experience for Organizations Worldwidegital Customer Experience for Organizations Worldwide appeared first on Contentsquare.

By way of introduction, what is your role and what types of customers do you serve?

Evan Rollins: I’m one of the co-founders of Drumline Digital – an Australian consultancy that helps brands grow and retain customers by deep customer analytics and experimentation.

We work with mostly B2C brands who make a large proportion of their revenue digitally, and who are, or aspire to be more customer-centric.

What trends do you see in the customer experience analytics space?

ER: One of the largest, still ongoing trends is to do with cookie deprecation. While brands and advertisers of all sorts are twisting themselves into knots to dive onto 1st party data they are overlooking something obvious. While investing in data clean rooms, UID2 (a-la The Trade Desk), and capturing massive amounts more customer personal data will be valuable, there is a huge amount to be gained by leveraging real-time intent from behaviors and micro-signals each customer leaves as they touch digital properties. You don’t need to know someone’s email address to know if they want to buy your product.

This is where experience analytics we believe will come to play a much bigger role in connected customer experience – as a way of capturing intent and triggering a response based on the customer’s need all without any requirement to get an email or mobile number.

While more needs to be done in this space for this trend to eventuate, specifically with more and better connectors to other digital platforms, the opportunity for experience analytics to be 50% of a customer analytics stack (next to the customer data store) has never been higher.

What do you think makes for a good customer relationship?

 ER: Contentsquare is a brilliant technology that customers can see immediately (usually). Consulting partners like Drumline are built on trust and expertise.

 The foundation of our relationships with partners is built on our values:

• Honesty with ourselves and our partners
• Humility to know when we’re not the experts needed
• Hunger to push ourselves and our partners for more
• Humanity to support each other over a project

By living our values, and doing what we say we’ll do we win the trust.

Our partner relationships are strongest when we can lean into these values jointly, and collaborate openly and candidly. When we can be a part of identifying problems and forming solutions – without ‘selling’ or ‘briefing’ each other, that’s when we can accomplish really great things together.

How do you differentiate yourself from the competition?

ER: Drumline Digital does 3 things incredibly well:

1. Scaled experimentation to power digital platforms to perform better
2. User experience research to understand how customers think
3. Behavioral analytics to understand what customer do and why they do it

There are a few competitors who also know experimentation like us. There are fewer still who also have a strong UX practice. We haven’t seen any with our expertise in analytics and data science.

 Our combination of these three core capabilities allows us to more quickly learn about customers and deliver experiences that grow revenue, keep customers and increase customer lifetime value.

Tell us about a successful customer engagement you worked on together with ContentSquare?

ER: Drumline and Contentsquare collaborated on a global sports fashion retailer that was struggling with dropping conversion rates.

Working as a very lean team, our client wasn’t able to spend the time and resources to identify what possible causes and solutions this might require to address, so Drumline was introduced via Contentsquare to fix the problem.

 Using Google Analytics and Contentsquare, we built a model that analyzed the acquisition funnel, comparing traffic from all marketing sources and the interactions they had before they purchased (or not). This model indicated to us that the largest effect we could have in improving CVR is in Add to Basket.

That’s where Contentsquare came to the rescue. We used journey analysis, zoning analysis, selected session replays and a lot (a lot) of impact quantification to find dozens of moments of friction that stopped customers adding products to their cart, stopped them in the cart from starting their checkout or distracted them just before pressing ‘Confirm’.

These findings created a roadmap of experiments and hypotheses that we’ve been working through, again using Contentsquare to understand how users are interacting with each experience we build. This process has transformed our client from a data-aspiring organization to one that thinks data-first and has a thriving experimentation practice globally and in-region.

What advice would you give to those looking to partner with ContentSquare?

ER: Most analytics vendors pass services onto partners as implementation packages. This does not suit Contentsquare. Contentsquare implementation is lightweight and easy, but there are still problems to solve.

Instead of solution integration partners, Contentsquare needs capable analytics partners, who can use data effectively to make inferences on how businesses can work better, can meet customer needs and can create a better CX.

Alongside analytics, getting teams to actively use and embrace Contentsquare for their day to day functions is critical for product longevity, so that means you’ll need to be a trainer, an educator, an advocate and a consultant.

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What about your business and the industry keeps you up at night?

 ER: I have 2 children under 3 years, so I’m up at night a lot.

Speed of change is the hardest to predict. It’s something we talk about openly and I personally worry about a lot. Positive change for us means:

• Embracing experience analytics as an important part of any businesses’ digital analytics
• Realizing the value of experimentation and investing in their practice
• Not being satisfied with the speed of analytics (as it’s mostly unbearably slow)

 This change comes in fits and starts, and overinvesting in our business at the wrong time can be catastrophic, while underinvesting can be losing advantage in the market.

If you had one wish of ContentSquare, what would that be? 

ER: Contentsquare app marketplace for partners to build, activate and sell their custom apps using Contentsquare to customers

There is so much incredible data Contentsquare captures and uses, and we see more and more opportunities beyond the platform each week we’d love to utilize.

Fun question: What’s your favorite vacation destination, and why?

ER: Right now, Fiji is the next big plan mainly because of the way we’re told they just whisk kids away and let you soak in the pool with a good book and a drink in hand. As tempting as that sounds – Sri Lanka is on our hit list in a big way. Maybe our future favorite destination!

The post Meet our Partner Series: Drumline Digital appeared first on Contentsquare.