Case Study: LexisNexis achieves a 77% conversion rate increase with Medallia Digital Experience Analytics

Increasing conversion rate and revenue through a customer-centric optimization framework

LexisNexis, a leading global provider of content-enabled workflow solutions, sought to improve the performance of its digital properties and increase conversion rates. To achieve this, they required a customer-centric optimization framework for evidence-based decision making. They partnered with Medallia Digital Experience Analytics (formerly Decibel) to gain deeper insights into user behavior.

Using the Medallia Digital Experience Analytics product, LexisNexis integrated customer experience analytics into their proprietary GRIT framework. This provided behavioral reports, session replays, and heatmaps to verify feedback, form test hypotheses, and guide content decisions. As a result of changes informed by this solution, their UK store saw a dramatic 81% increase in revenue and a 77% increase in conversion rate year-over-year.

LexisNexis

Mark Fassbender

Global Head of Web Optimization