1. Over time will departmentalised/silo-d analytics areas become part of a larger research and analytics function reporting directly to the Financial Director or chief executive officer? Presenting completed analysis or recommendations to executives can be far less effective on an on-going basis than the continuous, informal questioning and answering between managers and analysis. I think [...]

read full story of "7 ways to make analytics work better within companies"

There are advantages and disadvantages to all methods of web data collection, be that javascript page tagging or log file analysis (or packet sniffing – but I will leave packet sniffing for my next post).
Have I missed any out? Which do you prefer? My preference is for a hybrid model with a web analytics solution that uses [...]

read full story of "Advantages and disadvantages of page tagging and log files for web analysts"

Click here to see and also listen to my presentation of how Rightmove are using in this particular case tealeaf to understand their customer experience better and replay exactly what their visitors did and see it in their eyes (I’ve saved the presentation using Jing Project which is absolutely fab).
The presentation is just under 5 [...]

read full story of "Rightmove, customer experience and tealeaf – my presentation"

This Thursday 8th Nov I’ll be presenting at the London Stock Exchange and next wednesday 14th Nov at Web Analytics Wednesday in London’s covent garden. As we move beyond pure web analytics, to trying to get into our customer’s head to understand their experience on our website, how can customer experience management tools help us.
There are [...]

read full story of "Can I get inside my customer’s head please? Customer experience tools – can they help?"

As web analysts, at times to fully get to the heart of an business issue we need to bring together web analytics metrics with empathy of the customer experience.
This is where customer experience management tools, which are not cheap, such as tealeaf and speedtrap have created a niche, and include a browser replay feature of individual [...]

read full story of "Customer experience understanding of your website: customer experience analytics"