Question: I need a tool that provides valuable insights on customer needs and helps improve online customer experience, can you recommend one?

If you're looking for a powerful tool to get insight into customers' needs and to optimize online customer experience, Qualtrics is a great option. It offers insights across customer, employee and market research, letting you convert data into personalized experiences. Its capabilities include Conversational Feedback, Text Analytics Insights and xiD (Experience iD) to help you streamline care journeys and employee engagement. With more than 18,000 customers and enterprise-grade compliance, Qualtrics is a full-featured option for optimizing customer experience.

Another good option is InMoment. This integrated customer experience (CX) platform uses AI to collect and connect structured and unstructured data from many sources. It offers AI-powered surveys, reputation management, conversational intelligence and advanced analytics so businesses can take targeted actions to address customer experience problems. InMoment has won industry awards and helped customers achieve revenue growth and profitability improvements.

Contentsquare is another good option for optimizing digital experiences. It offers digital experience intelligence and analytics, including zone-based heatmaps, customer journey analysis and product analytics. Features like autocapture and immersive analysis let businesses understand user behavior, reduce cart abandonment and increase customer delight. Contentsquare has been used by companies like Harrods and Calzedonia to improve digital experience metrics.

For those looking for a deeper understanding of digital behavior, Glassbox offers a customer intelligence platform that captures all digital activity on websites and mobile apps. Features like See Better, Learn Sooner and Act Faster let businesses understand customer behavior, quickly resolve technical problems and adopt customer-centric operations. The platform is good for improving digital customer experience and driving revenue growth.