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Traditional brick-and-mortar retail stores are closing at a record pace thanks to what many are calling the ‘Amazon Effect’. The online retail giant has pushed the limits of what is possible when it comes to customer experience; delivering frictionless, fast, and personalized online shopping on a gargantuan scale. Much of what drives Amazon’s success is […]
Your customers are connecting with your company across multiple touchpoints and expecting a lot more from these interactions than ever before. To stay competitive and relevant, you need to be able and willing to adapt quickly to customer expectations and industry trends. That means getting ahead of your customers’ needs and delivering memorable experiences. That’s […]
Volaris, an ultra low-cost airline based in Mexico City that transports an average of 15M travelers annually. Volaris’ commitment to customer service and the company’s deep understanding of their travelers’ needs distinguishes them from other airlines. However, being the second largest airline in the region, the company faces stiff competition from rival airlines looking to […]
Measuring success with experimentation isn’t just about increasing your conversion rate. Outside of the initial channel metrics such as increases or decreases in clickthroughs, content downloads or even associated leads generated, how do you assess the wider business impact of your testing practice? We take a look at some of the less obvious but […]
If you’ve read a few articles on conversion optimization, you’ve read them all. That’s the way it seems, anyway. While the advice is usually on point (have a process, statistical significance does not equal validity, prioritize your tests so you don’t waste time/traffic on silly things), these things are common knowledge now. We recently put […]
Some businesses, particularly digital-first companies (such as Priceline Group, Airbnb, Atlassian and Netflix) are setting the standard for how a process of continual optimization, that is, to adopt a core philosophy of experimentation, drives growth. At these companies, their primary website and application experiences are not only a channel, but serve as the product itself. Their focus on and investment in […]
The Hotwire website serves millions of visitors per week, offering a lot of opportunities to experiment. For Hotwire, experimentation is more than just trying different button colors; it empowers their organization to learn about their customers and improve the product experience. During her session at Opticon Virtual Summit, Experimenting for Maximum Business Impact, Josephine Foucher, […]
