Data & Analytics

Humanized Approach & Actionable Insights

Customer-centric strategy can quickly become a liability when a solid data-driven experience framework doesn’t exist. From strategic data architecture to full journey analytics implementation, our agile solutions are built with sustainable distance and real-time speed in mind.

Data is personal and emotional. Shouldn’t your data and analytics be designed to reflect the many layers and success metrics specific to your business?

Where to Start

Sequencing Customer Journey Insight Analytics

Everyone aims to establish emotional alignment with the buyer, but few can juggle the countless disparate elements required to achieve that. It requires a framework that pairs data-centric insights with empathetic behavioral analysis of both employee and customer experience — across the entire funnel.

The Customer Insights Map outlines both a macro and micro view of what’s happening at every journey touchpoint providing visibility of under-utilized assets, experience gaps, growth opportunities, and points of misalignment between brand and buyer.

Bowtie Funnel Acquisition & Retention Analytics

A strategic approach is not something that should be applied selectively or half-heartedly — in other words, funnel analysis doesn’t end at the point of purchase. Beyond the typical path-to-purchase lies the (often ignored) path-to-loyalty, where a first-time buyer develops into a dedicated brand ambassador.

Optimizing the retention funnel has the potential to boost revenue by  encouraging repeat purchases, boosting organic word-of-mouth growth, and connecting brands with valuable feedback from their core market.

Qualitative EX/CX-Driven Data Engineering / Collection / Analysis

The fact is, Product/Market Fit is not as straightforward as a one-off initiative with a yes or no answer. Product/Market fit mapping is a continual process of measuring how brand sentiment aligns with your offering.It’s not enough to validate PM fit just once at product inception — every iteration of your product requires you to continuously gauge Product/Market Fit and adapt accordingly.

But a good PM-fit strategy is not just about knowing when to go back and assess your alignment with the market, it’s also knowing how to collect the necessary sentiment data accurately, and being able to intelligently pivot to better meet the expectations of your chosen market.

Optimizing Your Analytics
Infrastructure

There are lots of little steps you can take to “optimize” — but do you know what it takes to actually overhaul the infrastructure and advance the performance of your data process?

Tag Management (GTM or Tealium)

A platform is only as powerful as our ability to use it and democratize the insights across teams. We can help your teams optimize your tag management to best serve your business goals and north star metrics.

Customer Data Platform

In many ways the Customer Data Platform is the backbone of CX optimization efforts. Using the wrong one puts your organization, and your capacity for Brand / Buyer alignment at a significant disadvantage.

Enterprise Data Warehouse

The larger the operation, the greater the chance of data overwhelm and lost insights. We have particular experience in working on data structure & storage on a large scale across many disparate departments.

Data Cloud Storage

Data storage isn’t as straightforward as sticking all your information in the cloud. There are complex structures that are a critical determining factor in how accessible, and usable your data insights will be

Data Pipelines

Data never exists in a vacuum. Moving key data points along the journey and connecting insights across the pipeline is the only way to get real value from your data to empower journey improvement.

Data Visualization

Democratizing data across all departments is crucial for your overall growth. With a data dashboard visualization, you’ll keep your entire team on the same page as you navigate all the many moving parts in your business.

Customer Data Profile (CDP) Integration & Testing

Delivering a more insights-driven experience requires that organizations complete and understand the customer data profile. By aggregating a variety of data sources into one customer data profile, teams can make better decisions and stay relevant.

API Configuration, Cloud & Pipeline Management

In the face of the overwhelming oversaturation of data, teams often fall back into the assumptive process. Teams that can fully structure and exploit data points through proper data tagging and developing proprietary KPIs are poised ahead of the competition.

Data Governance & GDPR/CCPA Configuration

Delivering a more insights-driven experience requires that organizations complete and understand the customer data profile. By aggregating a variety of data sources into one customer data profile, teams can make better decisions and stay relevant.

Convergence & Divergence Mapping

There are tremendous insights to be gleaned from the points in an experience where consumers and employees come together, and where they diverge. Learn how to identify these patterns and what they mean when you see them in your data visualizations.

Growth Friction Analysis & Remediation

Where and when do negative experiences cause your customers to churn? And what are the ripple effects of that friction? Analyzing friction points at a high level just won’t cut it anymore. Getting nuanced to identify and remediate those areas helps to drive growth.

Enterprise-Level UX Scoring & Validation

Enterprises don’t have time to make mistakes, nor do they have the ability to be as agile as startups.To stay ahead of the competition & disruptors, you must anticipate changes in the market and proactively adjust strategy to future-proof your business.

User Testing & Split Traffic Testing

Google has made some significant changes as of late. If you have not yet setup or optimized Google Analytics 4, it’s imperative that you work with a team knowledgeable and skilled in this new platform to keep the insights needed to run a more cohesive business in place.

Control Group Testing & Optimization

Small tweaks and micro shifts can have a massive impact. We go the extra mile to undergo in-depth control group testing and optimization to find those tiny details that will have a massive impact.

Journey Sentiment
Mining

Where and when do negative experiences cause your customers to churn? And what are the ripple effects of that friction? Analyzing friction points at a high level just won’t cut it anymore. Getting nuanced to identify and remediate those areas helps to drive growth.

Cohort Analytics &
Analysis

Few, if any, businesses market to a single cohort of users. We take the cohort analytics and use those insights to design and develop new experiences and interfaces.

Event & Behavioral Tracking Optimization

Human behavior is fascinating. It’s also hard to predict without effective knowledge of behavioral analytics and customer insights. We can help you get that knowledge.

XPERIENCE BLOG

The amount of data available today is staggering. When it comes to building customer experience initiatives, having a customer journey analytics framework in place to leverage the available insights is critical…”

Tom Jones

Executive Vice
President

Start the conversation

Schedule a 30 minute Discovery call

Take the first step in unlocking your growth potential by scheduling a
complimentary discovery call with our EVP Tom Jones. This introduction will
better help us understand your pain points as you explore new data-driven
strategies and uncover hidden growth opportunities.

Customer Experience (CX) Terms

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