At the forefront of this release is Metric Builder, an innovative tool designed to empower organisations to craft custom digital KPIs that align with their specific strategic objectives.

“This release is a pivotal step forward for Quantum Metric,” said Mario Ciabarra, CEO of Quantum Metric. “Our customers rely on us to help them work smarter every day, and as they continue to evolve, they need even more advanced tools to stay ahead. With this new product suite, we’re not just providing deeper insights – we’re enabling teams to act faster and make more informed decisions, ultimately driving greater value for their customers and business.”

While universal metrics like Net Promoter Score (NPS) or Customer Effort Score (CES) set industry standards for customer experience, digital brands are increasingly personalising their offerings. This evolution creates a demand for customised metrics that better reflect each business's unique priorities and needs.

Metric Builder answers this need, allowing businesses to create and track custom KPIs tailored to their specific goals. With advanced formulas and unique metrics, Metric Builder seamlessly aligns Quantum analysis with business objectives. This includes the ability to assign different weights to customer behaviours to map to the team's specific goals and priorities. With Metric Builder, organisations can now seamlessly connect user experiences to revenue or business outcomes, making strategic decisions that directly influence growth.

"With Metric Builder, we can now assign weighted scores to customer interactions based on user intent, providing a deeper understanding of their behaviors across different channels,” said Alan Tsang, vice president, global digital platforms at Skechers. “The ability to build tailored metrics unique to Skechers helps enhance customer understanding, allowing us to make better informed decisions to drive conversions."

Beyond Metric Builder, Quantum Metric is launching additional features to deepen understanding of every customer journey including:

• Enhanced page analysis within Interactions: Teams can compare different versions of a page to assess the impact on user engagement with the new Comparison Mode, and automatically identify key areas of engagement using Suggested Zones for optimised analysis.
• Deeper user behaviour insights within Segment Builder: Digital brands can now isolate and analyse specific user journeys across pages, sessions, and devices with User-Based Sequences, providing deeper insights into customer behaviour and enhancing overall user experience.
• New tools to create funnels on the fly and drill into drop off: Users can create a funnel from a sequential segment, or quickly build one in the redesigned funnel builder. New drop off features also get to the “why” behind underperforming funnels with business impact analysis built in.