Quantum Metric, the Continuous Product Design platform for customer-driven digital experiences, announced the launch of Atlas, a first-to-market structured and accelerated solution to answering the most critical business questions about an organization's digital experiences. Powered by proprietary machine intelligence and mapping learnings from hundreds of leading brands and digital teams, Atlas provides outcome-driven insight that enables anyone to easily identify and respond to digital customer needs from day one.
"Atlas completely reimagines what we know about building and optimizing digital experiences today," said Mario Ciabarra, CEO of Quantum Metric. "Organizations consistently struggle to know if their teams are asking the right business questions and working hard to drive their experience forward to the benefit of both their business and their customer. With Atlas, we are empowering every member of digital teams to focus on what matters most, winning the hearts of their customers. This is a defining day for Quantum Metric that sets a new standard for the type of value our current and future customers can expect from our platform."
Atlas is a comprehensive library of pre-built industry guides within the Quantum Metric platform, providing a step-by-step approach to improving critical digital use cases through a tailored set of dashboards, metrics, anomaly detection, and alerts. A proven and structured approach to analysis, Atlas introduces the next evolution in the practices of Continuous Product Design. Digital teams can confidently define customer needs across any digital journey faster, regardless of their past experience with the Quantum Metric platform.
As digital becomes a primary driver of business sales and revenue, organizations are facing major hurdles in decreasing the time between identifying digital opportunities and taking action. Added to this are teams' limited ability to capture every customer frustration, including small customer touchpoints that when added together can have a massive effect on the customer experience. These challenges have an immediate impact on digital ROI. According to Quantum Metric, the average enterprise leaves up to $220M on the table per year in inefficiencies, with digital teams taking up to four weeks to resolve digital issues or optimize experiences. With Atlas' simplified approach, organizations can improve their efficiency by up to 90%, resolving issues in one to two days.
"The hospitality industry has seen significant digital acceleration over the past few years as they’ve raced to keep up with customer expectations and desires to engage with brands digitally," says Danielle Harvey, vice president, travel & hospitality strategy at Quantum Metric. "From booking and online-ordering to mobile check-in and curbside pick-up, there are more technology touchpoints than ever before — which means more possibilities for customers to experience barriers or friction in their journey, if not fully optimized.
"Through Atlas’ travel and hospitality guides, brands can quickly and easily understand performance across key experiences like booking, in-stay, order fulfillment, and loyalty in real-time," Harvey continues. "Atlas provides hospitality companies with a more structured way to proactively identify guest-facing friction points that are driving poor customer experiences, including those experiences that may have not made it to the call center or a customer survey, but are having a profound impact on the customer and the business. It’s about helping lean teams throughout the industry better understand their core customers, and proactively focus on what matters most to improve customer satisfaction and their business' bottom line."
The introduction of Atlas will transform other areas of the Quantum Metric platform, such as:
- Provide guided analysis on-site with Visible: Enable team members with Atlas insight with an intuitive entry point via Visible, which shows data in line with the site experience.
- Use-case-driven navigation: Enhancing platform accessibility by organizing the Atlas guide library by top use case categories and focus areas.
- Automated segmentation for deeper analysis: Connecting users to deeper and more personalized analysis that supports outcome-driven results.
According to a recent report from Forrester, authored by senior analyst, Zhi-Ying Barry, "Forrester's research shows that advanced insights-driven firms are five times as likely to grow revenue by 20% or more. This depends on firms' ability to harness and apply data and analytics at every opportunity and base operating models on insights that lead to clear action embedded in software."
At launch, Quantum Metric's Atlas library offers 90 guides, with customized use cases for consumer banking, travel, retail, insurance, and telecommunications. Cross-industry guides will also be offered for common use cases faced by digital organizations today, regardless of their industry.
For more information about Atlas, visit: quantummetric.com/atlas