Digital Behavior Analytics

Customer session replays provide interaction data from mouse tracks, touch gestures, clicks and form interactions. Prioritize actions to optimize your CX based on real customer behavior on digital channels.

Watch: Unify Your CX Data and Drive Action

Turn customer experiences into actionable data

Sometimes customer feedback isn’t enough. Gleaning insights from cryptic comments can be hard – and taking action can be even harder.

With Verint Digital Behavior Analytics, seeing is believing. Digital Behavior Analytics natively integrates customer feedback and replays for instant clarity and a holistic picture of the customer experience.

Connecting replays to important KPIs allows you to analyze actual customer experiences to quickly uncover pain points that negatively impact digital experiences and conversion.

Plus, Digital Behavior Analytics provides customer experience visualizations to help you replicate obstacles and accelerate internal acceptance so you can find and fix CX issues quickly – even before they become a problem.

Increase conversions, improve experiences, and build loyalty

Now you can expand replay beyond surveys. Digital Behavior Analytics helps you capture millions of clicks, gestures, and taps across your digital assets – independent of surveys – to visualize the holistic customer experience and size potential ROI for improvements.

Scroll and click maps analyze what customers see and how they navigate, taking the guesswork out of optimizing your web design. Conversion maps and form analysis explain where customers struggle or abandon so you can uncover opportunities to improve the experience and increase conversion and loyalty.

With Digital Behavior Analytics, you can:

Record and playback all interactions as real-time videos
Create heatmaps of clicks, mouse movement and page scrolling, with optimization recommendations for forms
Comply with data protection laws due to anonymized personal data
Access detailed data segmentation & full text search for easy retrieval and quantification of error messages.
Trace quality problems as user videos and identify vulnerabilities quickly and securely to prioritize fixes

Moving Beyond Surveys for a Holistic CX Strategy

Woman and man sitting meeting on couch on tablet

Detect Struggles in In Real-Time and Act in the Moment

Extensive visual and quantitative analytics tools allow you to identify anomalies and problem areas, explain where users struggle, analyze problems or hesitation, and uncover barriers to successful conversion.

Now you can interact with a struggling user in real-time and take action to repair the customer experience. Automatically fire an IVA, DBA, and/or Digital Feedback session based on triggers which activate when users experience error messages, lengthy time on page, JS errors, and more.

Featured XM Resources

Verint Experience Index Retail Report 2022

The reopening of stores and growth of hybrid working solutions (with some employees returning to the office) means that retailers are looking at another change in how they provide customer experiences.

Verint Experience Index E-Gov 2H 2019

What’s the state of satisfaction with the Federal Government? See what’s driving a great digital experience for sites and services.

CX Transformation Takes A (Cross-Functional) Village

According to Forrester, 45% of customer experience professionals cite lack of collaboration across the enterprise as a challenge.

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