Impact of AI-Powered Digital Experience Analytics On Your Business Growth
We all want to improve the digital experience for our customers. The problem is that we don’t always know what needs improvement. That’s where Digital experience analytics is important and a necessity to deliver the best experiences to customers.
You’ve probably heard the phrase “digital experience." But what does it mean exactly?
Well, it means a lot of things.
Most commonly, digital experience refers to the quality of your software. It’s about how easy or difficult it is for someone to use your website or app. Is it easy for them to find what they’re looking for? Is it intuitive and easy to use? Does it load quickly enough?
But digital experience is much more than just software quality. Digital experience also refers to the user journey—how your digital tools can help people achieve their goals, whether that’s buying something or finding information. And digital experience also describes user behavior—what people do with your products, how long they spend on your site, where they click, and what frustrates them.
And much more!
What is Digital Experience Analytics?
Digital experience analytics is a type of data collection that involves capturing and analyzing user interactions with a digital platform. It’s used to help businesses measure the quality of the user experience, which is important for a number of reasons.
For example, if you’re running an eCommerce website and want to see how easy it is for users to complete a purchase, you could use digital experience analytics to monitor their behavior and see where they’re dropping off. And most importantly WHY? Or if you have an app that has a lot of cool features but users can’t figure out how to access them, digital experience analytics can help you determine what obstacles are in the way so you can improve them and increase engagement with your software.
Need For Digital Customer Experience Analytics For Business Growth
You might be contemplating whether digital customer experience analytics is worth it.
But the truth is, that digital experience analytics is crucial for any business. Why? Because contemporary consumers, more often than not, experience your services virtually via the internet. They go online for information about your company, and it’s where they’re deciding whether or not to buy your product.
And that means if your customers experience problems with your software, website, or app—whether it’s slow to load times, confusing navigation, or something else entirely— in this almost perfectly competitive world, there is a high probability they’re going to leave without giving you a second chance to make a first impression. And if those customers have poor experiences across the board, they might never come back at all.
That’s why it’s so important to make sure you’re monitoring, capturing, analyzing, and comprehending your user experience using digital customer experience analytics: because it gives you insights into how your customers really use your website or app, and what their true experiences are like. And once you know what their experiences are really like, you can fix the problems that lead to unsatisfactory customer journeys and ultimately cause customers to go to your competitive solutions.
Companies that use digital customer experience analytics have a clear advantage in the market. They can proactively monitor what’s working, what’s not, and how to fix it. That way their customers are always happy and they’re always growing.
Companies that don’t use digital experience analytics have no way of knowing when their customers aren’t happy about something, or why their customers might be leaving them to choose competitive offerings. These companies, more often than not, are always behind the 8-ball when it comes to business growth.
So, using digital customer experience analytics is really about knowing, caring about, and being able to keep your customers happy and keep them with you for long—which is what any good business wants to do.
Why Is Google Analytics Not Enough To Get A Complete Picture Of Digital Experience?
At first look, Google Analytics seems like a great way to get an accurate picture of the digital experience. But it doesn’t tell the whole story.
Google Analytics measures the number of sessions that occur on your website or mobile app. It also tells you how long those sessions were and how many “events” happened within each session. It also calculates some engagement metrics like bounce rate, time on page, and exit rate.
But what it doesn’t do is tell you about the quality of each of those sessions in terms of your user experience. For example, does Google Analytics tell you if your website crashed during a session? No! Does it show you if a user got stuck on a page because they couldn’t find what they were looking for? Nope!
The reality is that Google Analytics focuses on volume over quality. It has no idea what actually happened during each session, just how many sessions there were and the length of the session. In addition, Google Analytics only measures activity on your website or mobile app. So if there are issues with your server that prevent a customer from getting to the website or app in the first place (e.g., uptime), Google Analytics won’t catch it at all!
How AI Can Help In Digital Experience Analytics?
Artificial intelligence is a powerful technology that you can use to improve your digital experience analytics—and the customer experience they’re based on. Here are just a few things AI can help you do.
Detect quality issues of your software
By leveraging an AI-powered digital experience analytics platform, you can get more accurate and real-time information and insights about your software’s performance and user experience. You’ll be able to identify bugs, defects, latency issues, user friction points – to name a few and other quality problems before they affect your customers. This also means that if there’s a problem with your software, you’ll have the information needed to fix it quickly.
Monitor and identify performance anomalies
You can also use AI to monitor individual users’ activities and behaviors on your website or software. By identifying anomalous behavior patterns, you’ll be able to spot potential errors before they become major issues for your customers. This will allow you to offer support sooner and save time for both you and them.
Track and Analyze product feature usage
AI solutions can help you understand how well each of your products is performing in terms of customer engagement and satisfaction. You’ll be able to identify features that aren’t being used as much as others, which could indicate a need for their improvements or removal.
Understand UX flow and user engagement
As you start to understand the trends of how users are engaging with your software, and how they are moving through your UX flow, you may notice that there are some seams that deliver a sub-par customer experience. Where are users getting stuck? Why is there a high bounce rate? You can use AI to analyze these trends and help you streamline your user experience so that it is as easy for your users as possible.
Know which Specific users are impacted by product performance issues
AI can also tell you what specific customers care about most within your site, and what their common complaints or issues are. With this knowledge, you can make sure to improve those features or fix any problem areas.
The more you know about how your customers feel with a level of granularity as deep as data about specific users/customers, what they do within your website or mobile app, and what they like and dislike, the better you can adapt your solution/product to their needs and improve their experience!
Self-learning algorithms for product recommendations and sentiment analysis
Our self-learning algorithms are trained on existing data sets so that they can recognize patterns between certain types of events or actions taken by users and make predictions about how they will act in future scenarios. These predictions help companies provide better services tailored to individual customers’ needs while also saving time by eliminating manual operations. AI can also be used to measure the sentiment of your customers towards your brand by analyzing social media mentions, posts, comments, and activity on other platforms.
Qualetics- AI-driven Digital Experience Analytics Platform
Qualetics, our AI-driven digital experience analytics platform, helps organizations get deep insights into the various facets of customer experience such as software quality, user behavior, product performance, etc. So that they can take proactive real-time actions to improve it. It does this using over 25+ proprietary machine learning algorithms that detect and analyze the behavior of each visitor on software, website, or a mobile app.
Our digital experience analytics platform is designed to help companies like yours improve their digital products, increase conversions and reduce customer complaints by focusing on areas that customers find difficult to use, or which result in them abandoning the site or app. With Qualetics, you’ll be able to:
- Forecast and predict customer behavior;
- Improve how your customers are served across all devices;
- Discover new revenue opportunities based on customer insights;
- Improve product performance and quality;
Ready to transform your customer experience and take it to the next level? We are offering a 30-day free beta trial for you to integrate our platform with your software and check out its various features. So, enjoy the free trial, and please share your experience with us in the comments below.