Read the definitive book on Digital Customer Experience Analytics

An unprecedented guide to user experience (UX) analytics

This book closes a mission-critical skill gap and enables business professionals in a digital-first world to make smart, effective, and quick decisions based on experience analytics.

Foreword by Tom Davenport

Published by Routledge, Taylor & Francis

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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 how to improve digital customer experiences and increase revenue

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


#1 In Business Marketing 

Paperbacks, hot new releases, January 2023


#1 In E-Commerce

Kindle Store, hot new releases, January 2023

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

"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.


  • 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