Customer experience analytics : how customers can better guide your web and app design decision

1. What Ingredients Make for a Good Experience? 2. Where Are the Blindspots in the Traditional Digital Intelligence Ecosystem? 3. A Map of Digital Experience Analytics and Metrics 4. Connect the Dots Between Experience and the Digital Intelligence Ecosystem 5. Solve Common Challenges at the Top of the Funnel 6. Solve Common Challenges at the Middle of the Funnel 7. Solve Common Challenges at the Bottom of the Funnel 8. Solve Common Challenges at the Flip Side of the Funnel 9. Solve Challenges Across the Entire Customer Journey 10. Target and Personalize Marketing Experiences Based on Digital Body Language 11. See the Future of Experience Analytics

This book provides a comprehensive guide to user experience (UX) analytics, addressing the skill gap in decision-making in a digital-first world. Despite two decades of web metrics, customer experience remains a black box. UX analytics tools help businesses view themselves and customers, but decision-makers often rely on skilled analysts to interpret data, leading to delays and confusion. The book teaches the C-SUITE method for applying UX analytics to any digital optimization challenge and provides 50 case studies, 30 cheat sheets, and 10 mindmaps for various roles, including senior leaders, product managers, and ecommerce specialists. It is a valuable resource for managers across industries and entry-to-mid-level professionals in marketing, e-commerce, sales, product management, and more, helping them improve their websites and apps.