5 Ways a Digital Experience Analytics Platform Will Transform Your Conversion Process

When you open your laptop, start your desktop, or enter an app, you begin a digital experience. Digital experiences are a part of nearly everyone’s daily life, whether browsing social media, shopping online, tracking habits, or working. Having positive experiences keeps you returning to your favorite apps and websites.

If you want your customers to continue returning to your apps and website, your customer experience should remain a top priority. Using a digital experience analytics platform will help you keep your digital experiences positive by designing and managing them based on customer data.

Explore just what a digital experience analytics platform is and how it can better support your customers’ experiences.

What Is a Digital Experience Platform?

A digital experience platform centralizes a customer’s experience into one tool. It provides end-to-end support and the necessary tools to convert from lead generation to purchase. The primary goal of a digital experience platform is the customer and ensuring the customer has the best potential journey possible.

A digital experience platform can take many forms and look drastically different from platform to platform, depending on your end goal. That’s why you can find dozens of options. The global digital experience platform market value is $11.17 billion, with continued predicted growth.

The platform can improve the customer’s experience on your website, their purchase experience, or their experiences as a loyal customer who regularly uses tools and requires support. All these experiences have one thing in common: they take place digitally.

A digital experience analytics platform is one such tool that supports the customer’s experience. What makes the analytics platform unique is its use of data in the process.

By incorporating data into the customer experience, you can base your choices on past behaviors and numbers rather than trial and error, improving the accuracy of your decisions. For instance, as you design the digital platform, whether an app or website, you can use past data to decide how each area should look, what to include, and what experiences customers expect on the platform.

Image from Net Solutions

Characteristics of the Best Digital Experience Platforms

Before choosing a digital experience platform, you must check all your boxes to ensure it will help you meet your customer experience goals. List those goals, including what platforms you use and how you want to support customers better in their journey.

While your goals will be uniquely yours, there are a few characteristics every digital experience platform should have.

User-Friendly

How easy is the system to use? If the system is too complex and shrouded in coding, not many from your team can use the platform.

The most effective platform is the one you can use. It’s user-friendly and easy for those on your team to work with, no matter their experience level.

Hushly’s platform offers a user-friendly option for building a digital experience. You don’t need to have an IT degree to know how to run the system.

Integrates into Your Other Systems

The most powerful digital experience platforms do not operate as a silo. It should be an integrated part of all your systems. Integrating your digital experience platform lets you pull data from your customer relationship management (CRM) software and other tools. You can also import data from your platform into those programs, keeping all your data up to date.

Flexible and Scalable

Your digital experience platform should be a platform for growth. You can use it as a springboard to expand, change, and shift over time. Scalable platforms offer the best support for any changes in size and needs, whether you’re handling a thousand or a hundred thousand customers with the platform.

5 Ways to Use a Digital Experience Analytics Platform

What are the potential uses of a digital experience analytics platform?

1. Analyze User Behavior

What makes your customers tick and motivates them to perform specific actions?

Analyzing user behavior can provide valuable insights, such as their user intent. Behaviors include where platform visitors came from, what pages, content, and platform elements they interacted with, and how they interacted with the brand through email, calls, and chat.

Every touchpoint with a customer leaves behind a fingerprint. Those fingerprints are how you understand the customer.

A digital experience analytics platform gathers those fingerprints to form a clear picture of your customer so you can optimize your experiences based on that data.

2. Map the Customer Journey

Customer journey mapping plots the movement of customers from the first touchpoint to conversion. It includes every interaction with the platform or brand.

Mapping the customer journey is essential to understand what steps customers take. With that knowledge, you can build a customer experience that supports those steps and helps lead future customers along the same steps.

For instance, if you know what pages customers usually visit on your website, you can recommend the next page in that sequence as further reading for new visitors to lead them on that same journey.

A customer journey map also helps you identify weak areas where visitors frequently leave the journey or lose interest. Those are areas to focus on improving the customer experience so they remain engaged.

3. Score and Segment Customers

Every customer enters your digital platforms at a different point in the buyer’s journey. Not everyone is ready to purchase or sign up for a demo. As a result, they will not all respond similarly to your call to action and offers.

Those who relate to the content you promote will have a positive experience, while others will leave with a negative impression.

The way to avoid losing those who don’t relate to your platform is by segmenting and scoring your customers. Analyze user behavior and use that data to group customers based on shared interests, pain points, and where they are in the buyer’s journey based on their interest level.

AI then customizes the platform based on each segment to ensure each customer receives a relevant experience.

4. Personalize Experiences Based on Behavior

When you use Amazon’s shopping app, you’ll notice the app changes in real time as you interact with products. For every product you look at, Amazon pulls up recommended accessories and related products.

This real-time update builds a personalized shopping experience, which helps shoppers find precisely what they need, compare products, and check out.

A digital experience analytics platform uses data like Amazon to customize browsing experiences in real time and pull blog posts, resources, products, and pages. Then, it recommends the most logical next step based on what actions the customer has taken already to lead them on a customized journey.

This level of personalization is beneficial for B2B businesses performing account-based marketing.

5. Perform Predictive Analytics

Artificial intelligence’s analytic power lies in its ability to process large amounts of data in a few seconds. This not only allows it to operate at lightning speed in real time, but it can also process potential future actions and outcomes.

For example, for every action a customer performs, AI can run that data through its complex algorithm to come up with dozens of likely scenarios for the next steps someone will take.

Predictive analytics helps you anticipate customer actions and needs before they occur, proactively supporting customers through their journey.

Fuel Your Growth with a Digital Experience Analytics Platform

Use Hushly’s digital experience analytics platform to transform how your customers interact with your brand. You’ll leverage data like never before to curate experiences and prepare outcomes based on customers’ needs.

Through our digital experience analytics platform, you will boost your customer satisfaction rate and convert more leads whose positive experiences lead them to become loyal customers.

Book a demo to experience the power of Hushly’s digital experience analytics platform.

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