About Us


Our Story

UserReplay is a Digital Customer Experience Analytics software solution. UserReplay provides valuable insight into what e-commerce customers actually experience. UserReplay helps to optimize the online channel by identifying, diagnosing and monetizing barriers to conversion. UserReplay identifies all the main categories of conversion barriers: usability problems, confusing business logic, technical problems and performance problems. UserReplay also enables these problems to be prioritized by analyzing their impact on conversion and sales. The solution also helps resolve customer disputes, re-market to abandoned baskets and prevent fraud. With offices  in New Jersey, USA, San Francisco, USA, and Reading, UK, UserReplay is a multinational Venture Capital backed start-up company originally founded in 2009 by Phil Smith, our CTO. The company has been focused on Customer Experience Analytics since 2011.

Company History

John Thompson joined the company as CEO in January 2013. John has held CEO, MD and Non-Executive board positions in 6 successful technology companies, and was previously UserReplay’s Chairman. Chris Barling, a technology entrepreneur and main board Director of FTSE100 Hargreaves Landsdown, is the company’s Chairman. UserReplay’s North American operations are run from our US Headquarters in New Jersey. Our operations in EMEA and the rest of the world are run from our European Headquarters in Reading, UK. Reading is in the heart of the Thames Valley, which is known as Europe’s Silicon Valley. UserReplay is proud to serve customers across the United States, United Kingdom and continental Europe. The principle vertical markets we serve are Financial Services, Insurance, Retail and Travel, although our software is relevant to transactional websites across many verticals.

Our Board and Senior Management

Our board and senior management have a wealth of experience in the online and enterprise software field.

Board Members

Venture Capital Backers

UserReplay is backed by three leading Venture Capital firms: Episode 1, Longwall VenturesEC1 Capital and FSE Group. Please see our announcement of our latest funding. Episode 1 is an Enterprise Capital Fund which has substantial backing from the UK Government as well as from private investors. Longwall Ventures invests in innovative early stage, UK-based companies across the technology and health sectors. FSE Group is also funded by a combination of UK Government and private funds. User Replay is also directly backed by the UK Government via an Innovate UK grant. Across these funds UserReplay’s biggest single backer is the UK Government and we are proud to be contributing to the taxpayer and the economy through our continuing rapid growth. UserReplay is also backed by some of the UK’s most notable technology-focused angel investors, who have previously backed success stories including Zoopla, LoveFilm, Shazam and Betfair.

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