Josh Payton, VP of UX at Huge, Europe said that “User experience is a universal spectrum between frustration and delight that every user ranks your brand on, whether consciously or not”.
While every brand works hard to get closer to delight, many times the challenges are hidden or out of reach. Even when they are clear as sky, the solution sometimes seems so vague that it is no wonder why many get stuck in the frustration area and pay the price in high bounce rates, decreased loyalty and cart abandonment.
ContentSquare’s report - The UX Revolution: How Analytics are Powering a Revolution in Customer Understanding – explores how brands and consumers can benefit from better user experiences and offers insights and advice from eCommerce industry leaders.
The rise of journey managers highlights the need to understand the digital behavior of visitors and create roadmaps of optimization based on this behavior. Companies must focus on customer journeys through next-gen KPIs such as hesitation, float time and click repetition in order to understand intent and how efficient the company us at serving that intent. And, according to Jonathan Cherki, ContentSquare CEO, artificial intelligence will play a big part in accessing and understanding the data.
This report is based on interviews with companies such as Hotels.com, LinkedIn, Woolovers, Rail Europe and more.
– Alex Francis, founder and chief executive of Loveholidays.com