Orientation
HCL Discover provides smarter experience analytics revealing the why behind customer behavior.
Discover goes beyond basic analytics to spot friction, hesitation, and hidden issues—especially in the mid-funnel, where others miss out. AI insights allow businesses to deliver optimised experiences that improve conversion & visitor returns.
You can act faster, personalize better, and reduce drop-offs with real-time insights.
Show me how! follow along with the use case shared below, this is one of many Discover can support.
Every business, from clothing retailers to hotels, banks to airlines strive to capture attention and promote their brands with the goals of increasing revenue, and driving customer satisfaction and retention. Let's start there.
What is your goal?
- What is your organizational goal? What do I want the customer to be able to do?
- How will you measure success? How do I know they have done it? How do I know if they are happy?
- Why would this be valuable to you or your team? What value will this deliver to the customer?
Conventional web analytics can give us helpful visibility on what visitors do, but it's also important to understand why. What did they experience? By discovering these hidden clues in customer behavior, businesses can focus on providing superior experiences to the customer.
Learning how to leverage behavioral analytics from various sources, such as online activities, social media, and customer interactions is tricky. With Discover you have the power to bring the data, AI and visual replay together to prioritize the customer story across the organization.
Why should I use Discover?
Discover empowers your teams across the organization to perform quantitative and qualitative analysis focused on the customer.
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Celebrate your customer
The customer is your top business asset. Delight them. Improve your brand value by focusing on what they love and removing what they don't.
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Make it self-service-simple
Reduce the need for visitors to phone in by providing excellent self-service and digital customer service.
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Reduce CX Friction
Know your customer friction score and align key internal resources to drive resolution and broader CX changes.
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Detect and Prevent Fraud
Support fraud detection solutions with behavioral insight driven by real-time customer actions.
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Smarter Prioritization
Let AI highlight the highest-impact issues so your teams act on what truly moves the needle.
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A Unified View Across Teams
CX, Marketing, Product, and Support—all working from a shared platform rooted in the customer's real experience.
Benefits Customer Experience (CX) Analytics bring
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The Power of Understanding Customer Struggle Unlike traditional behavioral analytics that just show what users did, experience analytics reveal the how and why behind every action. HCL Discover connects clicks, frustration, and flow into a clear story — so you can act in real time and make smarter decisions across teams. This helps you understand why customers aren't buying or filling out forms. Identifying barriers in the customer experience empowers teams to discover, define and address the gaps in your customer journey leading to increased revenue and real customer delight.
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Enhanced Decision-Making with Data-driven Insights Customer data-driven insights shape your marketing strategy around the customer—not just personas. You can identify trends, preferences, and pain points by analyzing customer behavior patterns. This information empowers you to make informed decisions about campaign optimization, content personalization, and targeted messaging. With AI insights, you can craft strategies that resonate with your audience, driving engagement and loyalty.
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Optimising Customer Journey With Discover you can understand your customers' journey comprehensively. Map their interactions across various touchpoints, from website visits to social media engagement. By identifying drop-off points and roadblocks, you can refine your marketing funnel, streamline the customer journey, and create a seamless experience. Experience analytics helps you optimize your marketing efforts, guiding customers through conversion and maximizing ROI.
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Personalization and Targeted Campaigns Experience analytics unveils valuable insights into customer preferences, enabling you to deliver personalized experiences. By segmenting your audience based on their behavior patterns, you can tailor content, offers, and recommendations to their needs.
What Discover solves
Here are the top types of problems that teams use Discover to solve.
Rich Behavior Insights: Ability to capture and analyze behavioral data to improve user experience, deliver engagement analytics and reduce time to ROI.
Business Impact Analytics: Leverage visitor transactional data and site analytics to detect customer behavior changes, reveal revenue enhancement opportunities and understand true business impact.
Reporting based on contextual data: Provide context to errors and events within your user experience through session replay and develop data segmentation reports, revealing why struggle has occurred.
Struggle/Friction resolution: Identify pain points, leverage in-session messaging and activate marketing recovery campaigns in real-time.
Deep visibility into the user experience: Understand how your visitors navigate through their online journey by using session replay to visualize their actual experience.
Quickly diagnose and resolve customer struggle: Gain clarity on where your users struggle, identify patterns and pro-actively address issues before amplification.
Flexible segmentation of data: Segment and filter audiences on multiple data points enabling you to engage with individuals or segments who have experienced the same journey.
Quantify business impact & opportunities: Explore and uncover opportunities to improve conversion, retention, revenue generation and brand perception.
Real-time, event-based messaging: Enhance personalization and targeting by leveraging behavioral data for real-time in-session updates and marketing campaigns.