EP 413 - AI’s Impact on Digital Experience: What Metrics Should You Actually Track? - Jeffrey Lin - ContentSquare

Digital organizations today are surrounded by data, yet many still struggle to understand what their numbers truly mean. Traffic, engagement, and conversion rates are carefully tracked, but often without clear insight into whether they reflect real progress or hidden problems. High activity can mask confusion. Familiar metrics can reinforce outdated thinking.

In this episode of the Asia Tech Podcast, Jeffrey Lin, Senior Manager, Solutions Consulting APAC at ContentSquare discusses why digital experience benchmarking has moved from dashboards to boardrooms.

Some of the topics that Jeffrey covered in detail:

• Digital experience is a board topic because the investment cycle is demanding proof that the metrics they are using are relevant.
• Man teams self-deceive because KPI culture hardens into habit and a KPI can be internally consistent and still externally wrong.
• Digital engagement can spike even when your experience is failing.
• "The right metric” starts with a baseline user journey, not a dashboard, because what counts as “good” depends on context.
• Premium experiences are not a fleeting trend. They are the logical response to distraction at scale.