You Can’t Fix Today’s CX Problems with Yesterday’s Analytics

Consumer behavior is changing fast. Six months ago, a visitor who hit a broken form field might have called support or tried again later. Today, they bounce, and you often don't find out until the monthly report shows a conversion dip with no explanation attached. If your analytics platform can't tell you what happened in the moment, you're solving today's problems with yesterday's tools.

Here’s How the Latest Features in HCL Discover+ Are Changing How Marketing and CX Teams Work.

1. AI Session Insights: Context Without the Query

You don’t have to spend hours digging through data to find useful insights anymore.

AI Session Insights now gives you a summary with highlights and recommended actions for any visitor session. Instead of replaying sessions and guessing what happened, you can simply click a button to see what the visitor did, where they struggled, and what to check next.

Why it matters for marketing: You don’t need a data scientist to understand session replays. If a campaign landing page isn’t working, you can review bounced sessions, get insights, and see the problem clearly without analyzing a heatmap.

2. Faster, Cleaner Replay and Reporting

The hardest part of behavioral analytics has always been turning raw session data into useful answers. This release is designed to make that easier.

Event-based replay has been redesigned. Sub-search helps you focus on specific moments in advanced replay, and the Report Builder now makes it faster and easier to create reports.

The result: less time figuring out what happened, more time fixing it. You’ll spend less time figuring out what happened and more time fixing it. You can quickly spot a problem and see exactly where users struggled.

3. Closing the Loop With Unica Deliver

Spotting friction is just the start. With the new Unica Deliver integration, actions that trigger Discover+ events can now launch personalized emails through Deliver, using your chosen template and sender. Setup is simple: connect your Discover+ account to Unica Deliver, choose which events trigger emails, and pick your template and sender. From there, automated follow-ups run on their own.

When a visitor abandons a form or hits a dead end, they don't just become a data point in next month's report. You can connect that behavior directly to a targeted follow-up, without a manual handoff between your analytics and messaging teams, the difference between losing that visitor and re-engaging them within the hour.

Audit Your Gaps Now

Your website is always changing. An behavior analytics platform that only looks at past data isn’t enough to protect your revenue. Now is a great time for marketing teams to review their analytics approach and find any gaps. Look at where your processes lack real-time insights, and think about what changes could quickly improve customer experiences.

Giving your team this framework is the first step to closing the gap between customer struggles and solutions. The latest updates to HCL Discover+ aren't just new features. There are new ways to listen to your customers, understand friction in context, and act faster than waiting for a monthly report.

Want to see what's new? Visit the HCL Discover+ What's New hub to see how we're helping your team solve customer problems faster.