How Contentsquare humanizes CX interactions with digital expertise analytics

The pandemic-induced digitization of every part is a development that’s been nicely documented on virtually each media web site. Companies needed to shut their doorways and discover a totally different approach of interacting with prospects, and that got here by way of digital initiatives. Previous to the pandemic, digital transformation was one thing most firms have been contemplating. Put up-pandemic, it’s one thing most firms depend on to transact enterprise, present service, and every part else within the buyer lifecycle. 

One of many challenges of creating the exhausting pivot to digital is the danger of dehumanizing the expertise for the shopper. Web sites typically deal with all prospects the identical or use primary demographics to customise content material, however the actuality is individuals are all totally different and have distinctive wants and needs. The higher an organization can create a bespoke expertise, the upper the model loyalty. Bespoke is an ongoing, customized expertise that may wow you — however do it to you quietly — each time you step out the door.

Digital expertise analytics supplier Contentsquare has been targeted on making the digital world extra human. Prior to now 12 months, the corporate has rolled out quite a lot of key new options, together with AI capabilities and a cookieless answer, acquired two firms, opened quite a lot of new workplaces globally, and employed 700 individuals. The corporate now has 1,500 workers. 

Just lately, Contentsquare introduced its subsequent development funding spherical, which consists of a $400 million sequence F venture-backed spherical and a $200 million line of debt financing, led by Sixth Avenue, a PE agency that’s accomplished investments in firms together with Airbnb, Spotify, SnapLogic, Wind Energy and sports activities groups Actual Madrid and the San Antonio Spurs. This brings the corporate’s complete funding to $1.4 billion over the six rounds, inclusive of the debt. 

Pandemic hasn’t harm Contentsquare

One of many notable elements of the spherical is Contentsquare’s valuation of $5.6 billion, which is double from a 12 months in the past — a testomony to the expansion of the corporate and the necessary market want and alternative. Our shock has much less to do with Contentsquare and extra to do with the general macro and valuation of publicly traded firms. The monetary markets have seen lots of the high-flying pandemic-related firms see their market caps reduce by as a lot as 90% whereas Contentsquare has doubled. 

This highlights a number of key factors. The primary is the extraordinary focus companies have on enhancing digital interactions isn’t a pandemic bubble, however fairly one thing that may create long-term market management for firms that do it proper. Whereas buyers have bailed on many “work-from-home”-types of firms, they appear to be growing investments in firms which have a direct impression on buyer expertise. This additionally validates Contentsquare’s management on this house. 

Digital expertise analytics is a comparatively new market and there’s no de facto chief, corresponding to Salesforce in CRM. Contentsquare has used its earlier funding rounds to shortly add new capabilities each organically and inorganically to create an expertise platform that not solely collects and analyzes information, but additionally supplies actionable insights. 

“It’s not sufficient in as we speak’s digital setting to guage success purely on conventional KPIs, like clicks or conversions,” stated Contentsquare CMO Niki Corridor. “At this time, understanding intent, frustrations, delight – all of that issues and creates worth to model and prospects alike. Surfacing perception that represents the end-to-end buyer expertise empowers manufacturers to make significant selections and take intentional motion, enhance in actual time and, if utilizing Contentsquare, do all of it whereas sustaining the best ranges of privateness and belief.”    

Aiming to change into a ‘one-stop store’

We’re nonetheless within the early innings of this expertise, and we think about Contentsquare will use a lot of the funding spherical to quickly develop its buyer base and proceed making important headway on the $34 billion complete addressable market. It at the moment has greater than 1,000 enterprise prospects, however that’s nonetheless a small piece of the general pie. Proper now, successful offers is extra of a land seize, and that requires investments in advertising and marketing, gross sales and extra native presence globally. 

We additionally count on the corporate to proceed to develop its platform capabilities to be a real “one-stop store.” The corporate has a five-product technique for its platform that features analytics for analyzing buyer journey and content material, optimizing cell apps, discovering and fixing floor errors and cargo instances, understanding product merchandising and pricing analytics, and suggestions for benchmarking and scoring. All of those merchandise will help companies create an expertise that’s distinctive to every particular person. 

Digital is definitely the popular approach ahead for many prospects, however manufacturers need to watch out to not over-digitize experiences the place shoppers consider their wants will not be being met. Contentsquare has executed a wonderful job of assembly the wants of its prospects. Proof of that is its development and funding. With this spherical, we count on to see the corporate step on the gasoline and speed up what’s doable with digital experiences.