Contentsquare Launches New Analytics Platform in Bid to “Eliminate” Data Silos

The solution will also now include an AI-powered Voice of the Customer program.

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Data & AnalyticsLatest News

Published: June 13, 2024

Rhys Fisher Fisher

Contentsquare has unveiled its new Experience Intelligence platform.

Announced as part of the company’s summer releases, the solution aims to enhance users’ understanding of customers and their journeys – helping companies increase retention, conversion, and NPS.

It will achieve these improvements by enabling teams to connect previously separate data sources and eliminate silos, in what Contentsquare is calling an industry “first.”

Specifically, the platform will aim to align the following four “typically-siloed” analytics domains:

  • Digital Experience Analytics (DXA)
  • Digital Experience Monitoring (DEM)
  • Product Analytics (PA)
  • Voice of Customer (VoC)

The vendor is also planning to “double down” on AI by leveraging the tech throughout its solution in a move the company believes will help boost efficiency.

Part of this enhanced emphasis on artificial intelligence includes the addition of a native, AI-powered VoC to the platform.

By integrating the tool with qualitative and quantitative analytics, teams will be able to gather and verify feedback through replay sessions, measure issues, and prioritize enhancements.

In discussing the news, Lucie Buisson – Chief Product Officer at Contentsquare – detailed how the company’s latest solution will help to prevent silos:

Delivering experiences that people love is hard. Siloed analytics platforms and data complexity mean companies are struggling to really understand end-to-end customer journeys.

“By integrating all the main analytics categories into one platform, we’re making it easier for teams to understand their customers’ experience, and act faster to delight and retain them.”

So, let’s take a more detailed look at some of the features of the Experience Intelligence platform and how it will go about limiting data silos.

Silo Elimination

The main purpose of Contentsquare’s latest platform is to unify siloed data categories.

The company believes that this will solve one of the most significant CX gaps in the sector and provide users with a more holistic understanding of the end-to-end customer experience.

To deliver on this promise, the platform will be equipped with the following key features:

  • Complete access to comprehensive CX insights from the analytics domains discussed above: DXA, DEM, PA, and VoC.
  • Enhanced insights into the entire customer journey across all devices, from acquisition to retention.
  • The AI-powered VoC will enable teams to launch surveys quickly and receive feedback in minutes, allowing for detailed action on NPS throughout the customer journey.
  • Enhanced collaboration, efficiency, and impact across teams via a unified “source of truth” and digital performance data.

Jim Lundy, Founder and CEO of Aragon Research, commented on the impact that data alignment will have on companies’ customer service and experience programs:

The ability for enterprises and mid-size businesses to deliver more immediate, dynamic, and personalized experiences for their customers starts with having total visibility into the buying journey.

“As data barriers are removed, there is more democratization, enabling better access, understanding, and more contextualized solutions for customers.”

All in on AI

While the enhancements aimed at eliminating data silos might be the headline stealers, Contentsquare’s fresh AI capabilities will also provide users with additional benefits, with the company promising more streamlined CX analysis and “smarter” insights.

The new AI features allow users to automatically outline and raise friction points across the customer journey through the deployment of the company’s Frustration Score program.

They also include a copilot powered by generative AI (GenAI) for better user interaction in Product Analytics, auto-generated surveys, and sentiment analysis in the VoC module.

In addition, the platform will be equipped with Contentsquare’s Headlines solution, a new feature that automatically highlights key business metric fluctuations and weekly CX performance updates.

Jennifer Peters, Senior Manager of eCommerce at OLLY, explained how Contentsquare’s AI solutions are helping her company to deliver a more holistic customer experience:

Contentsquare helps us better understand our customers and their journeys, so we can deliver experiences and products that suit their individual interests.

“We’re able to bridge the gaps between different types of data, and by having them work in concert, our view of the customer can be both holistic and specific.”

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