Decibel Insight, a leader in digital experience analytics for enterprise businesses, today announced that it has increased revenue by 250 percent and its customer base by 100 percent year-over-year. To support this rapid business growth, the company doubled its employee headcount across its London, Boston and Denver offices. This momentum comes on the heels of the completion of Decibel Insight’s $9 million Series A round last spring, with funds raised to scale the business and innovate its technology.
“Brands can no longer afford to ignore their digital customer experience or their bottom line will suffer,” said Ben Harris, CEO, Decibel Insight. “As website and app experiences make or break customer loyalty, brands need a line of sight into digital behavior and realize the value of being able to drive true change through that analysis. With unmatched algorithm sophistication, our digital experience metrics help pinpoint and prioritize opportunities, allowing brands to truly create a modern customer experience. Our customers’ ROI and strong business growth validate our approach on all fronts.”
According to research from Walker, by 2020, customer experience will overtake price and product as the key differentiator between brands. Gartner also predicts that 50 percent of product investment projects in 2018 will be redirected to customer experience innovations.
“Decibel Insight provides a critical line of sight into how we can make our website better for our customers, so much so that we found actionable, powerful insights just three days after integrating with our Voice of Customer tool,” said Alexander Hamilton, Head of Digital Analytics Fidelity International. “In this instance, Decibel Insight’s analysis and session replay capabilities identified the cause of an issue on our website causing significant frustration to customers. Due to the quick discovery, Fidelity International was able to immediately fix the problem to ensure that customers’ experience was maintained and any cost impact rapidly mitigated. Gaining visibility into the ‘why’ behind customer frustration on our website has delivered complete ROI from week one.”
Decibel Insight reveals exactly how users behave on websites and apps, making it easy for enterprise businesses to quantify and improve the customer experience at every digital touchpoint.
By Lolita A. Alford