The News: Experience improvement provider InMoment and digital experience analytics company Contentsquare have partnered, allowing customers to have more extensive digital experience analytics and visualizations for use not just in marketing but for CX as well. More information on the partnership is found on the InMoment website.
InMoment and Contentsquare Partner on Digital Experience
Analyst Take: The CX technology ecosystem is a broad one, made up of many solutions such as customer feedback, customer data, customer journey analytics, and customer engagement supporting technologies. This latest partnership demonstrates two complementary technologies that will help companies get a broader view into the challenges that can at the least cause friction, and at worse, cause customers to move along to another option.
Enhanced Insights into Customer Behaviors
InMoment is a provider of experience improvement solutions and its Experience Improvement (XI) Platform is designed to ingest customer signals and then use AI for analysis and insight generation. Earlier this year, the company introduced a new list of capabilities that made it clear the company is deepening its commitment to power its platform with AI technologies that can help companies gain efficiencies in their quest to quickly and easily gather, measure, analyze, prioritize, and provide action on customer feedback.
Contentsquare is no stranger to the CX segment, providing a suite of advanced digital experience analytics tools that help to unearth customer behavior, intent, and feelings.
The partnership is complementary, combining features from Contentsquare such as Session Replay and with InMoment’s capabilities to bring in customer data from a wide variety of inputs such as websites, mobile apps, surveys, social media, reviews, and conversations. Session Replay can be an important CX tool, helping to determine root causes of issues that customers might face while using digital channels. These sessions can be analyzed to find out how customer journeys and behaviors unfold while using a website, chatbot, or other digital tools. Product managers, product developers, engineers, marketers, customer support managers and agents, and other CX professionals can use these findings to support and keep a customer journey on track, making sure transactions stick and providing better CX.
“In today’s world where consumers research brands and purchase products and services digitally, our collaboration with Contentsquare and their suite of digital analytics tools combined with our text analytics and AI-powered platform is key to helping businesses make even more informed decisions across all customer touch points”, says Mehul Nagrani, managing director, InMoment North America. “Together with our technology and expertise, we are poised to unlock new dimensions of user experience and we can’t wait to see what the future holds.”
“Contentsquare’s suite of advanced digital experience analytics tools is coupled perfectly with InMoment’s, which drives business value and growth through an integrated CX approach using AI and strategic expertise to help businesses contextualize their data and prioritize their business efforts across the entire customer journey,” says Gilad Zubery, executive vice president, Global Business Development & Partnerships at Contentsquare.
It makes sense for market players to forge technology partnerships to fill the gaps for those touchpoints that are harder to see. This particular partnership will offer a broader view to CX teams allowing them to expand their understanding of customer interactions and pinpoint what to act on and how to potentially improve or change less-than-ideal customer touchpoints.
Disclosure: The Futurum Group is a research and advisory firm that engages or has engaged in research, analysis, and advisory services with many technology companies, including those mentioned in this article. The author does not hold any equity positions with any company mentioned in this article.
Analysis and opinions expressed herein are specific to the analyst individually and data and other information that might have been provided for validation, not those of The Futurum Group as a whole.
Other insights from The Futurum Group:
CX Wins for Veeva, Forrester, Avaya, InMoment, and MoEngage
New CX Wins with Flytxt, Sprinklr, CleverTap, 8×8, and InMoment
InMoment Adds Several Enhancements to its XI Platform
Author Information
As a detail-oriented researcher, Sherril is expert at discovering, gathering and compiling industry and market data to create clear, actionable market and competitive intelligence. With deep experience in market analysis and segmentation she is a consummate collaborator with strong communication skills adept at supporting and forming relationships with cross-functional teams in all levels of organizations.
Sherril holds a Master of Business Administration in Marketing from University of Colorado, Boulder and a Bachelor of Arts in Psychology from Rutgers University.
