The customer journey has become increasingly complex, often spanning multiple devices and creating challenges for gathering comprehensive cross-platform data. This complexity leaves digital experience teams struggling to deliver the seamless experiences users demand, especially on mobile.

As customer expectations evolve, teams recognize the need for more tailored data and insights that reflect the unique goals and behaviors of mobile users.

What this covers #

• Autocapture for understanding multi-session and cross-platform user journeys
• Quantitative + qualitative data using session replay to capture the full mobile customer journey
• Push notification analytics beyond open rates — uncovering what engages users and enhances retention
• Breaking down data silos so all teams can access and leverage mobile insights

Speakers #

Jerry Jones — Director of Engineering, PA Ecosystem, Heap

Nathan Dobbie — Director of Product, Product Analytics, Contentsquare

Context #

This was a Heap webinar from September 2024, co-presented with Nathan Dobbie after Heap’s acquisition by Contentsquare. It represents the evolution of the mobile analytics strategy I drove at Heap — from establishing the technical direction for mobile SDKs and new surfaces, to presenting the cross-device and cross-platform vision to customers and prospects.

The companion resource was the Complete Guide to Mobile Behavioral Analytics.