Total Economic Impact Study Finds Contentsquare Delivered 602% ROI, Achieving Significant Boost to Revenue While Increasing Efficiency and Customer Happiness

Commissioned Study Finds Contentsquare’s Digital Experience Analytics Delivered 602% ROI and Over $6M in Recovered and Additional Income Within Three Years of Implementation

Contentsquare, the global leader in digital experience analytics, announced the results of a commissioned Total Economic Impact™ (TEI) Study conducted by Forrester Consulting, one of the most influential research and advisory firms in the world. The study, completed in January 2023, took into account Forrester’s deep-dive into Contentsquare’s Digital Experience Analytics Platform and interviews with customers with intimate experience using Contentsquare’s technology. Forrester’s study found that over the three years following implementation, brands using Contentsquare realized a 602% ROI, $6.6M in recovered income and additional profit, a minimum of 2,914 hours saved in a three-year period from internal productivity gains, and an average increase of 20-30% in completion rates of customer journeys/customers reaching their desired end goal. Across the board, brands saw the adoption of Contentsquare pay for itself in less than six months.

As Digital Experience Analytics (DXA) grows as an important sub-category of digital analytics, brands including De Beers Jewelers, The North Face, ASICS, Nestlé Groups’ Nespresso, Rakuten, and others lean on Contentsquare’s experience data analytics to help determine and deliver the most valuable online customer journeys.

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Key Study Highlights

• According to the study, Contentsquare customers “highlighted that Contentsquare’s Digital Experience Analytics Platform provides visual insights into their site’s performance and their users’ digital behavior, feelings and intent, which subsequently indicating opportunities to improve engagement and maximize outcomes…utiliz[ing] features to adopt more strategic approaches to UX, which enabled them to prioritize tactical changes to their organizations’ UI with confidence.”
• The study provides further detail, noting “Each of the interviewees – both e-commerce and non-commerce industries indicated that the Contentsquare Digital Experience Analytics Platform was instrumental in highlighting reasons behind instances of low conversion or issues regarding their organization’s consumers following-through with a designated call to action or process.”

Forrester’s Total Economic Impact™ study also highlights the top unquantified benefits of implementing Contentsquare. These benefits center around the attainment of a deeper understanding of customers and the ability to give behavioral trends a real voice as the co-architect of ideal experiences. Contentsquare makes it possible to share intelligence around customer behavior within the organization, aiding critical cross-collaboration and team alignment and giving more customer-facing functions the ability to prioritize strategies that have the most impact. What’s more, thanks to its expansive technology and strategic partner ecosystem, Contentsquare offers brands a meaningful level of data extensibility, ultimately enhancing the overall value of a brand’s tech ecosystem by helping save cost and improve efficiency.

“The only way to truly compete in a crowded digital world is to understand how people navigate it, and determine – using data – how to deliver experiences that speak to people’s intentions and needs,” said Jonathan Cherki, CEO at Contentsquare. “DXA isn’t only about operating more seamlessly, saving money or even increasing revenue, it’s truly about having a better understanding of your customers and using that intelligence to make their time with you online more valuable, meaningful and joyful. We’re thrilled with the findings of Forrester’s TEI study, as we feel it only quantifies Contentsquare’s commitment to improving how we all spend our time, regardless if you’re the marketer or the end user.”

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Steeped deeply in product innovation designed specifically to help brands deliver its utmost value and impact, Contentsquare has been recognized for its commitment to helping customers leverage experience data to optimize web site performance and conversion – and ultimately improve customer experience from end-to-end. Most recently, Contentsquare enhanced its Speed Analysis capability, part of the Find & Fix application, to include real-user monitoring. Combined with the existing synthetic monitoring, Find & Fix now addresses all Digital Experience Monitoring (DEM) needs. The company’s focus on product innovation that’s dialed into real needs recently won the company the Innovation Award for Digital Experience Analytics from Aragon Research, further supported with key hires including Martin Decrême as Chief Information Officer, and Judicaël Phan as VP Digital Trust and Global Data Protection Officer (DPO).

“When you think about long-term loyalty, that starts with the very first interaction we have with the consumer from the very moment they purchase a machine … What we’re measuring is how they’re interacting with us and what actions correspond to strong lifetime value,” said Justin DeGeorge, Vice President of Marketing at Nespresso USA, a Contentsquare customer of four years. “Contentsquare helps us to better understand consumer behavior. They help us understand if consumers are finding things immediately on the website or going back and forth. We are looking at constant updates and changes to decrease customer friction and increase ease of use.”

Forrester’s Total Economic Impact™ is a methodology developed by the globally renowned research firm that enhances a company’s technology decision-making processes and assists vendors in communicating the value proposition of their products and services to clients. The TEI methodology helps companies demonstrate, justify, and realize the tangible value of IT initiatives to both senior management and other key business stakeholders.