Leading Brands Turn To Decibel Insight’s Digital Experience Analytics To Understand, Optimize And Measure Their Customer Experiences

Decibel Insight, a leader in digital experience analytics for enterprise businesses, announced that it has increased revenue by 250 percent and its customer base by 100 percent year-over-year. To support this rapid business growth, the company doubled its employee headcount across its London, Boston and Denver offices. This momentum comes on the heels of the completion of Decibel Insight’s $9 million Series A round last spring, with funds raised to scale the business and innovate its technology.

“Brands can no longer afford to ignore their digital customer experience or their bottom line will suffer,” said Ben Harris, CEO, Decibel Insight. “As website and app experiences make or break customer loyalty, brands need a line of sight into digital behavior, and realize the value of being able to drive true change through that analysis. With unmatched algorithm sophistication, our digital experience metrics help pinpoint and prioritize opportunities, allowing brands to truly create a modern customer experience. Our customers’ ROI and strong business growth validate our approach on all fronts.”

By 2020, customer experience will overtake price and product as the key differentiator between brands according to research by Walker, while Gartner predicts that 50 percent of product investment projects in 2018 will be redirected to customer experience innovations. With creating a superior customer experience now a business imperative, the optimization of digital channels require a scientific approach to meet customer expectations. Empowering companies to thrive with a customer-first business strategy, Decibel Insight analyzes customer behavior on websites with a smarter set of metrics, delivering actionable insights that enable companies to quantify and improve customer experiences across the entire organization.

In the past year, Decibel Insight has added notable new customers to its roster in the financial services, retail, automotive, travel, media and publishing industries. The company’s client roster includes LEGO, Allstate, Sky and TUI; all of whom use Decibel Insight to drive tangible ROI in the form of increased customer conversions and revenue.

“Decibel Insight provides a critical line of sight into how we can make our website better for our customers, so much so that we found actionable, powerful insights just three days after integrating with our Voice of Customer tool,” said Alexander Hamilton, Head of Digital Analytics Fidelity International. “In this instance, Decibel Insight’s analysis and session replay capabilities identified the cause of an issue on our website causing significant frustration to customers. Due to the quick discovery, Fidelity International was able to immediately fix the problem to ensure that customers’ experience was maintained and any cost impact rapidly mitigated. Gaining visibility into the ‘why’ behind customer frustration on our website has delivered complete ROI from week one.”

As Decibel Insight continues to fine tune its offering of digital customer experience analytics, the company recently unveiled Page Discovery capabilities, giving customers a new way to analyze user behaviors to further optimize website performance. The Page Discovery functionality enables customers to investigate user behavior on a page-by-page basis, viewing lists of website pages ranked by where the most activity, frustration or desired behavior metric exists, and instantly hone in on areas of interest. Decibel Insight has also further deepened its integrations with existing partners, including Adobe, Optimizely, Tealium and Usabilla to give customers unprecedented visibility across their digital presence and access to the most extensive and informative data sets.