Decibel today announced the launch of its Digital Experience Intelligence platform at this week’s Adobe Summit. The platform uses a new dataset and machine learning to automatically score the quality of digital customer experience. This intelligence is designed to help marketers further maximize opportunities to improve experiences across every digital touchpoint.
According to Decibel, the cornerstone of the Digital Experience Intelligence platform is the Digital Experience Score (DXS®). The scoring system uses a new dataset to calculate a comprehensive metric which measures customer experience on websites and apps. The DXS looks at key aspects of visitor interactions, including engagement, navigation, forms, technical performance and frustration, and rolls them into a singular score that businesses can use to understand and benchmark digital experience.
The DXS is a complement to traditional Net Promotor Score (NPS) methodologies used by many brands and builds on what NPS offers. The DXS improves on previous capabilities by allowing brands to understand the digital behavior and experience of every customer, not only those who give feedback or respond to a sa completeg a more complete picture and empowering businesses to measure change and flag issues.
Key assets of Decibel’s Digital Experience Intelligence platform include:
Collect – Website and native app experience data; modern, flexible, fast API data;
Enrich – Comprehensive set of smarter experience metrics;
Measure – Experience score for each interaction type;
Analyze – Automatic surfacing of specific user behavior and unusual experiences;
Activate – API for fast integration with other technologies and external sources.
Adobe Experience Cloud with Decibel onboard
Decibel’s is integrated with Adobe Experience Cloud. Decibel and Adobe customers benefit from the ability to conduct scalable behavioral reporting linked to Adobe Analytics, part of Adobe Analytics Cloud. According to Decibel, this provides an enriched view of visitor experience and a deep understanding of the behavioral cause-and-effect behind website performance.
Today, Adobe announced enhancements to Adobe Cloud Platform, the Experience System of Record, to provide a complete, real-time view of consumers along their journeys. Decibel says that will continue to collaborate with Adobe to ensure joint customers deliver the best experiences possible to their customers by leveraging a true unified profile.
“Brands recognize that high quality experiences build long-term value in loyal customers, but are realizing that they don’t have measures needed to manage and optimize it,” said Ben Harris, CEO, Decibel. “Digital Experience Intelligence uses our understanding of what happens between clicks to proactively feed enriched intelligence on each visitor, website and app into marketing stacks to enable meaningful personalization. The DXS component breaks through the barriers pervasive with NPS to give executives a more reliable way to quantify experience and track team performance.”
“Delivering amazing customer experiences is paramount for successful brands today,” said Amit Ahuja, vice president, Adobe Experience Cloud Partners and Ecosystem Innovation, Adobe. “We’ve had a great collaboration with Decibel over the last year and look forward to helping our shared clients drive even more powerful, data-driven experiences for their customers.”