About the book

Read the definitive book on Digital Customer Experience Analytics

"How Customers Can Better Guide Your Web and App Design Decisions."

Get practical tips for using ....

Master CX Analytics so you can see what your customers are trying to do and what is their actual experience. Optimizing your sites and apps becomes easy.

Foreword by Tom Davenport

Learn how people just like you are using Customer Journey Analysis to understand top-down, what are your customers looking for, and where do they get stuck and leave.

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 use session replay 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.

Full of practical examples

Learn from case studies in every industry

How experience data is helping your peers to improve ....

How to use experience data to lower bounce rates and increase flow into the site and app..

How to use experience data to understand why your customers are or are not converting, and how you can improve conversion.

How to use experience data to understand why some customers are not successful completing their self-service tasks and how you can reduce unnecessary contact center volumes.

How experience data will help your customer and retention marketers improve targeting, response, and success rates.

Cheat sheets for every team

See how teams just like yours are using experience data ...

How to use experience data to lower bounce rates and increase flow into the site and app.

How to use experience data to understand why your customers are or are not converting, and how you can improve conversion.

How to use experience data to understand why some customers are blocked or unable to complete their self-service tasks. Reduce unnecessary contact center volumes.

How experience data will help your customer and retention marketers improve targeting, response, and success rates.

A Best Selling New Release

Customer Experience Analytics is a #1 Hot New Release on Amazon

As of January 2023, Experience Analytics book has topped the best seller list of hot new releases

Praise for the Book

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

"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 how to improve digital customer experiences and increase revenue

"Highly recommended. Unlock insights from digital experiences so that business leaders can increase customer loyalty and drive value."

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.

The book on how to understand website and mobile app users and their journeys

Get practical tips for using today’s most popular digital experience (UX) analytics tools to discover user intent, opportunities, and issues by visualizing customer journeys top-down. Learn how you can uncover journey anomalies and troubleshoot them.

The book on how to use behavioral heatmaps

Practical examples to help you understand why your customers convert or bounce. How to use metrics on their in-page behaviors. Learn the key metrics that everyone in the digital team can understand and act on. Get more value from using the most popular heatmap’ing tools today.

The book on how to use session replays

Learn how you can get “to the bottom” of questions by viewing anecdotal examples in session replay tools. But also understand how to make session replays effective by combining them with other user experience analytics insights and business impact quantification.

The book on how to use frustration scoring and error analysis

A guide on how to get the most value from Digital Experience Monitoring tools. Enable everyone in the team to align around the issues that block customers from completing their goals. See how frustration scoring, error analysis, and speed analysis will help you. Learn how your team can prioritize what to fix by quantifying the impact of behaviors and issues on revenue.

The book that everyone in the digital team can use to increase revenue

Practical tips, cheat sheets, and role-based examples for tackling everyday challenges towards increasing digital conversion and revenue. For use by Marketers, Ecommerce/Ebusiness, Merchandising, Technical (Operations) Teams, Customer Feedback Management (Voice of Customer), Customer Services, Product, and Analytics.

FEATURES

Foreword by Thomas H. Davenport, Distinguished Professor, Babson College. Fellow, MIT Initiative on the Digital Economy. Author of Competing on Analytics and The AI Advantage
Practical case studies and cheat sheets for use by everyone in the digital team across roles such as Ecommerce, Marketing, Product, Analytics, Operations.
50 case studies with visual examples
25 Cheat sheets for solving digital business challenges
PUBLISHED BY Routledge, Taylor & Francis Group