Qualtrics Announces General Availablity of Digital Experience Analytics
The new solution enables organisations to create a visual replay of consumers’ behaviour during their web experience and capture key frustration signals.
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Qualtrics, the leader and creator of the experience management (XM) category, announced the general availability of Digital Experience Analytics (DXA), a new solution that enables organisations to create a visual replay of consumers’ behaviour during their web experience, capturing key frustration signals like error clicks, rage clicks, and mouse thrashes. DXA uses Qualtrics® AI to identify the most relevant session replays, enabling brands to act quickly to improve customer experiences, preventing lost revenue and increasing customer conversion and loyalty. Built-in privacy controls help organisations stay compliant with data privacy regulations while personalising and improving their customers’ digital experiences.
For example, imagine a person trying to buy a car online has added all their desired features, but the “confirm options” button won’t work. They may start “rage clicking” or moving their mouse rapidly across the page out of frustration. Digital Experience Analytics sees that behaviour and immediately triggers a workflow to address the issue. Brands can combine this digital behaviour data from DXA with other data sources like profiles in Qualtrics Experience iD, sentiment data from surveys or operational data like purchase history and easily visualise customer experience trends in a single dashboard. All of this together means the likelihood of a positive outcome is much higher, and an abandoned customer journey is avoided.
Digital Experience Management is Integral to Business Success
A recent Qualtrics study found that 70% of companies say that digital channels contribute to at least 40% of their revenue, and 85% of respondents expect that number to grow in the coming months. Despite the importance of digital channels, an XM Institute study revealed that poor digital experiences cost organisations an estimated 8% loss in revenue every year.
“In today’s digital world, customers expect a positive, seamless, and personalised experience across web and mobile properties,” said Qualtrics President of Product, User Experience and Engineering Brad Anderson. “With Digital Experience Analytics and Experience iD, businesses can arm digital teams with the capabilities they need to capture and analyse the ever-expanding source of digital customer insights that could make the difference in capturing millions of dollars worth of revenue.”
AI-Powered Insights Help Digital Frontline Teams Take the Right Action
Digital Experience Analytics uses Qualtrics AI to identify session replays that highlight customer friction points, enabling brands to act quickly to improve conversion, prevent lost revenue and increase customer satisfaction.
DXA allows digital frontline teams to break down issues by customer segment, learn whether issues are isolated to a specific browser, device type or product path, and even match survey feedback to individual session recordings to get to the root of issues faster.
Qualtrics Experience iD enables companies to personalise experiences at scale—giving them granular insights about individuals while delivering powerful aggregated views by segments, such as teams, geographies, and verticals, to identify emerging trends and new market opportunities. Digital Experience Analytics will enrich Experience iD with new digital behaviour data, allowing organisations to see behavioural, experiential, and operational data in a single view to learn how online user behaviour and customer sentiment impact the company’s bottom line.
