: Customer Experience

Black Friday’s Big Test

Our latest industry report is filled with illuminate's data-packed insights from peak season trends combined with online behaviors during COVID-19. Will you successfully navigate this year's holiday shopping season? Don't leave opportunity on the table...read...

Can You Trust The Results of Your Website Tests During a Pandemic?

Over the last few months, gathering with testing and optimization leaders in weekly, virtual roundtables to discuss the various challenges we're facing. Week over week, in nearly every single conversation, the same question has been...

Black Swan or Blue Sky? COVID-19 could be both.

Though we probably don’t need a reminder, it seems that every commercial we encounter these days reinforces the idea that we’re in an unsettling, unprecedented time. And without diminishing the magnitude and complexity of what...

These 8 Companies Quickly Changed Their Homepages In Response to COVID-19

The effects of the coronavirus pandemic happened in the way most bad things happen in life: slowly and then quickly. One minute you were planning for new features and campaigns, and looking forward to Click...

Hide, Panic or Freeze: What Science Says About Consumer Behavior During A Crisis

As markets reel from the effects of COVID-19, and we all collectively batten down the hatches, I turned to the one thing I knew I could count on in this crazy world: science. Thanks, in...

Experience Optimization At Scale: Which Industry Will Be Next to Join the Movement?

Think about the most incredible customer experience you’ve ever had. Maybe it was a fantastic stay at a resort, or your favorite brand including a personal note in your online order, or a mobile checkout...

Next-Level Strategies for Optimizing the Travel & Hospitality Customer Experience

Many trips today start with a click. But in an oversaturated market of travel sites and aggregators, how do you make sure consumers come to you for bookings and stick with you for the long...

Uncover the “Why” In Your Experiment Results

Download our trail map to learn how to interpret your test results using Brooks Bell's proprietary Insight Altitude framework. Take testing a step further by asking WHY and creating customer theoriesFigure out where each customer...

The Idea of Merging Behavioral Science and Product Management

Kristen Berman, co-author of our behavioral economics series "Oh, BEhave," has published an article that discusses the idea of a behavioral product manager (BPM) – a product manager who integrates the science and methods of...

Using Cluster Analysis to Craft Relevant Customer Experiences

Today’s customers expect top-notch experiences from the brands they trust. Not only do you have to meet this need, but you have to contend with ever-shortening customer attention spans as well. Providing relevant customer experiences...

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