Besides eradicating data silos, the solution will also include an AI-powered Voice of the Customer program.
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.
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 prioritise enhancements.
The main purpose of Contentsquare’s latest platform is to remove data silos and unify the 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.
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 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.
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