Business Events
In the YourCX system, the data you collect not only describes user experiences—it also enables you to link those experiences with specific business outcomes. This allows you to measure how factors like service quality, technical issues, visit intent, or purchase journeys influence conversion, return visits, sales, and retention.
Additionally, the system allows you to define custom business events (event tracking), which can be passed in from external systems—such as:
completion of a customer service interaction,
purchase abandonment,
form submission,
or an in-store visit.
This makes it possible to precisely combine declarative data (from surveys) with actual user actions or system-recorded events.
Example Use Cases
Connecting online and offline (ROPO effect): understanding how in-store experiences affect online purchases
Impact of experience on delayed purchases: when buying decisions are made long after the initial visit, depending on how the previous experience was perceived
Effect of live chat support on later purchases: tracking how support quality influences customer return behavior and purchasing decisions
The YourCX platform lets you tie each of these scenarios to specific business metrics—such as order value, time to purchase, number of visits before conversion, or the channel used to finalize the transaction.
This approach not only helps you better understand customer behavior, but also enables you to quantify the business impact of customer experience—including the revenue potential associated with specific issues or unmet needs.
