About the book
Unlock the power of Customer Experience Analytics for driving business growth
"This book closes a mission-critical skill gap and enables business professionals to make smart, effective, and quick decisions based on experience analytics."
Get practical tips for using ....
Understanding customer experience is crucial. This book unlocks the secrets. How do you use experience data to get closer to your customers and see what makes them tick?
Foreword by Tom Davenport
Learn how people just like you are using Customer Journey Analysis to understand top-down what customers are looking for, and where they are getting stuck.
Heatmaps are not just for analysts. Learn which metrics will tell you how customers see your virtual "store isles", and why they succeed or get lost.
Seeing examples of your customers browsing your site and app can be a real eye opener. But you ain't got all day to watch replay! So, learn how to do it more effectively.
Getting the basics right is not easy. How can you use the experience analytics tools at your disposal to surface the worst areas of friction?
You can't fix everything. Learn how you can use customer experience analytics to prioritize what you fix based on the impact on conversions and revenue.
Free, 3-minute self-assessment tool
Uncover your company's biggest skills gaps for CX Analytics
Also on TikTok and YouTube
Learn Experience Analytics on TikTok, in 5 minutes a day
Agent Analytics, TikTok Series
Find all the story links here or watch the channel on:
Follow the adventures of Agent Analytics. See how to tackle everyday challenges for improving digital experiences and revenue by using heatmaps, session replays, speed analysis, frustration scoring, and much more.
A Best Selling New Release
Customer Experience Analytics debuted as a #1 Hot New Release on Amazon
As of January 2023, Customer Experience Analytics is a number one, best seller in hot new releases
#1 In Business Marketing
Paperbacks, hot new releases, January 2023
#1 In E-Commerce
Kindle Store, hot new releases, January 2023
Praise for the Book
"A clear roadmap for how to deliver customer delight AND increase revenue!"
Avinash Kaushik
Author: Web Analytics: An Hour A Day, Web Analytics 2.0
Global Lead, Strategic Analytics: Google
Better understand customers based on their website and mobile app journeys, by knowing how to use heatmaps, session replays, and much more.
UX analytics tools help businesses to see themselves and their customers with a new lens, but decision-makers have had to depend on skilled analysts to interpret data from these tools, causing delays and confusion. No more: this book shows a wide range of professionals how to use customer journeys, heatmaps, session replays, frustration scoring, error analysis, and business impact quantification to improve digital customer experiences and increase revenue
Digital Experience Analytics – Explained For All
Understanding what makes customers click is too important to be the job of analysts and technical roles only. The Customer Experience Analytics book delivers 50 case studies and 30 cheat sheets that all roles can use, e.g. Marketers, Ecommerce/Ebusiness, Product Teams, Technical, and Analytics teams.
"This book illustrates that at the core of any great brand experience, is great data."
Josh Archer
VP Analytics,
Wunderman Thompson
Bob Thompson
Founder/CEO of CustomerThink,
Author Hooked On Customers: The Five Habits of Legendary Customer-Centric Companies.
Practical tips for eliminating friction and frustrations, reducing bounces, and increasing conversions
Enable everyone on the digital team to know their customer, understand what engages them, and what blocks them from completing their (and your goals) on your website and mobile apps.
From the Blog
Advertising less? Acquire more customers, nonetheless!
8 January 2023
Advertising and marketing budgets are under pressure. But how can you still meet customer acquisition goals? Read more.
Google Optimize sunset - Now what?
20 January 2023
Google has announced the sunset of Google Optimize. That's on top of phasing out the old Google Analytics Universal. Now what? Read more.
Word-cloud: Collective wisdom from 15 help articles on economic uncertainty?
As of August 2022
Articles and posts about a potnetial economic downturn are everywhere. What are the common themes? Read more.
Google Analytics 4: Here are five tips for de-risking your re-platforming to GA4
How to de-risk your journey to GA4 by combining digital analytics with experience analytics. Read more.
What happens “After the Click”? At 100+ Brands – with Manuel Cornu
Lessons learned from workng with 100+ brands on optimizing their digital experiences. Read more.
Frontlines Interview with Katie Wallshein: Experience Analytics at 60+ Companies
Lessons learned from workng with 100+ brands on optimizing their digital experiences. Read more.