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How to optimise for better customer journey data

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When we think about conversion rate optimisation, the goal is often to improve conversion on your website. But what about improving data collection? In the ever growing complexity of data collection in a multi-device world, I think it is time for tests that focus on data collection (and data-first UX). We need it to truly understand the user. Device-first is »

How to analyse chatbot data

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As 2017 might very well be the year for chatbots to go mainstream, now is a good time to discuss a way to analyse them. It turns out it’s easy to apply web-based customer journey analysis to a conversational interface. Let's begin. Limitations of standardised reporting Currently, chatbot insights that platforms offer are limited. Let’s take Facebook’s »

The importance of soft landing in a consumer friendly experience

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In this article I will explain why and how to use data and scenario mapping to supply a consumer friendly message. It's impressive to see how much data, technology and innovation is used to make online marketing ads work the way they do. Our goal is to show the right message to the right person at the right time, and »

7 reasons to use Snowplow besides Google Analytics 360

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We recently got the question: if we start using Google Analytics 360 and Big Query, do we still need to use a second data logger like Snowplow Analytics? A great question. I discussed this question with our data team and it turns out using Snowplow (an open source data logger) besides premium analytics tooling like Google Analytics 360 has several »

Connecting offline sales to online campaign sources with Google Analytics - Part 1

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Connecting offline to online is a challenge, but this week we did it. We’ve measured our first offline sales in Google Analytics, and we can directly attribute these to online campaign sources! Awesome right? In this two-part post series, we share the theory behind the system that gives us these insights, so you can setup a similar system yourself. »

3 steps to remove all sensitive user data from Hotjar

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If you're not using Hotjar yet, you should be. While Google Analytics gives you a lot of quantitative data to interpret, Hotjar focusses on qualitative data, letting you know exactly what actions your visitors are taking on your site. We're talking heatmaps and screen recordings here. Screen recordings are especially useful as you can actually watch a user navigate through »