Pereion Solutions Blog

Discover How Shubert Ticketing Delivers Great Customer Experiences with Broadway’s Batphone

Posted by Steven Perry

Wed, May 16, 2018 @ 07:05 AM

If you are like most companies today, you are continually striving to gain greater visibility into your customers’ online activity and secure the insight necessary to successfully elevate your customers’ digital experiences.   This endeavor entails employing the power of AI in solutions like IBM Watson Customer Experience Analytics (CXA) to help you better understand customer behavior and tapping into the required expertise to effectively transform your data into usable insight to deliver exceptional experiences and create loyal customers.

Shubert Ticketing image

Join us for an IBM webinar to understand firsthand how Shubert Ticketing, a leading international provider of ticketing services, successfully leveraged Watson CXA, with expert assistance from Pereion Solutions, to optimize their customers’ digital experiences and transform their business.

 

Understand customer behavior to reduce struggle and optimize experiences

Faced with the challenge of managing a complex, high volume check-out flow for both online and mobile customers, Shubert Ticketing was also striving to quickly understand their customer engagements and struggles and successfully optimize their digital experiences across channels.   For their solution, Shubert Ticketing deployed Watson CXA to gain valuable insight into their customers’ journeys and behaviors and to identify areas of customer struggle.   Using replay technology available in Watson CXA allowed them to drill even deeper and see exactly what their customers were experiencing on their site.   Gaining the necessary digital intelligence, Shubert was able to take quick action to minimize customer friction and offer an optimized experience for their customers now -- and into the future.

 

Maximize business value quickly with expert support

To get the most out of their Watson CXA implementation, Shubert Ticketing engaged the expertise of Pereion Solutions, an IBM Gold Business Partner and Expert in Watson Marketing with demonstrated skills and specialization in customer analytics.    Pereion Solutions helped set up the appropriate events and reports in Watson CXA to offer Shubert Ticketing valuable visualizations and analysis of their customers’ behaviors very quickly – resulting in substantial business value and a rapid return on investment (ROI.)    Previous to collaborating with Pereion Solutions, Shubert Ticketing had been challenged to quickly set up the required events for effective insight into their customer experiences.  But with Pereion Solution as an expert in the Watson CXA tool, it was like having the quick response of a “Batphone,” enabling Shubert Ticketing to swiftly respond to changing conditions on their site and quickly test and monitor new features that build on their customers’ Broadway experiences. 

 

Learn firsthand how Watson CXA has transformed business for Shubert Ticketing

Join us on Thursday, May 24 at 1pm EDT (10am PDT) for an IBM webinar, “Delivering Great Customer Experiences with Broadway’s Batphone,” to hear how Shubert Ticketing successfully leveraged Watson CXA to reduce customer struggle and optimize their customers’ digital experiences.   Register and reserve your spot by clicking here

Topics: IBM Watson Customer Experience Analytics, Watson CXA

What’s New in IBM Watson Customer Experience Analytics, including Tealeaf and Digital Analytics?

Posted by Steven Perry

Sat, May 12, 2018 @ 07:05 AM

Many new features have been introduced for Watson Customer Experience Analytics (CXA), including IBM Tealeaf Customer Experience (CX) on Cloud, and IBM Digital Analytics (DA) that offer increased functionality and improvements in utilization.  Let’s take a closer look at a few of the key enhancements recently released.

Watson Customer Experience Analytics (CXA) advancements offer more insight and control over your data

  • Access to personal data in Watson CXA can now be restricted based on user roles, helping you to comply with the new European Union's General Data Protection Regulation (GDPR).
  • The real-time report feature allows you to get important metrics updates in real time and see how your sales, buying sessions, average order value, and product views are trending throughout the day. Data is updated automatically every 5 minutes, and you can filter sales and product views by product name, product ID, or category.*

Real Time Reports_imageNew real-time report feature in Watson CXA allows you to see how important metrics are trending

  • Flexible reporting provides a new way to create and use ad hoc reports. Designed to increase the speed of creating custom reports, flexible reporting allows making immediate changes to the report easier than having to create a new report or edit a previous ad hoc report using the standard method.  Flexible reporting also helps facilitate deeper analysis by having multiple dimensions breakout within your populated data and segments that filter your data with specific criteria.**
  • Reports can now support multiple currencies, allowing you to select monetary values in your organization's preferred currency.***

*The real-time report feature is currently available only as a limited release. Check with your customer representative for availability.

**Flexible reports are currently available only as a limited release.  Contact your customer representative for availability or to get early access to this feature to provide feedback and help improve this feature.

***Contact your support representative to update your Watson CXA account to reflect the correct currency in your reports.

 

New features for IBM Tealeaf Customer Experience (CX) on Cloud offer increased functionality and improved user management

  • In accordance with General Data Protection Regulation (GDPR), controls have been added to help ensure personal and sensitive data of visitors to your website is protected.
  • Session search now includes archived sessions, allowing you to search and replay exported sessions that have been archived to IBM Cloud Object Storage (COS).

Session Search for archived sessions_image

Session search for archived sessions offers a seamless path to interact with archived sessions
without leaving the Tealeaf on Cloud user interface

 

  • An enhancement to Asset Manager now allows you to view the image files uploaded to Native Replay, providing you better visibility in the folder structure and the ability to delete and download files from the Images folder on the IBM Tealeaf on Cloud file system.
  • The sub-search functionality has been extended, allowing you to search for specific words or phrases that appear in the session itself and to go directly to the pages and steps that contain the searched term.
  • Improvements in utilization for KPI and Process reports allow you to now run an existing KPI or Process report against a different application without having to recreate the report.
  • A new type of Event to detect when two or more events occur in sequence can now be created, offering you increased functionality in your event reporting.
  • Compare Event count instance data to data averages overtime with the new Rolling Data feature that provides additional insight on a metric performance over time.
  • A new Refresh capability has been added to the Replay user interface, allowing you to manually refresh the replay and ensure you are viewing the most up-to-date replay of a customer’s session.


IBM Digital Analytics (DA) enhancements provide increased ease of use and improved visibility

  • In support of the General Data Protection Regulation (GDPR), the various enhancements have been added to offer more protection when collecting and storing personal information.
  • With IBM Support migration to a new support portal, all links from IBM Digital Analytics to support have been updated to direct you to the new portal.
  • Standard reports can now be added to an ad-hoc workspace for easier viewing and use, and the reports can be viewed/surfaced in any of your ad-hoc workspaces.
  • More control over displaying trend lines is available, as you can choose alternative dimension values between different chart modes and the report will remember these values when you switch to another mode.
  • All admins can now create and manage their own Custom Marketing channels, and once a custom channel is created it can be used immediately in the Marketing Channels (Beta) Report.

 

Learn more about the benefits!

With the current updates, and more to come, learn more about how the new UI for IBM Digital Analytics and IBM Tealeaf on Cloud can help you to optimize on your digital marketing efforts and position you to more easily adopt Watson Customer Experience Analytics (CXA) to improve customers’ experience across your website.

Explore the new features in IBM Tealeaf on Cloud by clicking here

Understand more about the enhancements offered in IBM Digital Analytics by clicking here 

Join us on May 24th for a webinar, "Delivering Great Customer Experiences with Broadway’s Bat Phone,” to learn how IBM Business Partner Pereion Solutions and Watson Customer Experience Analytics help the Shubert Organization to gain greater visibility into online activity and to offer their customers a great experience buying their Broadway tickets.  Register and reserve your spot by clicking here.  

If you would like assistance in helping your company take advantage of IBM Watson Customer Experience Analytics, request a demo or download our new Watson CXA eBook by clicking below. 

 Learn more about Watson Customer Experience Analytics            Watson, Can you help improve digital experience ebook

Topics: IBM Digital Analytics, Watson Customer Experience Analytics, Watson CXA, IBM Tealeaf Customer Experience (CX) On Cloud

Boost the Effectiveness of Your Marketing Campaigns with Watson Customer Experience Analytics

Posted by Steven Perry

Tue, Apr 10, 2018 @ 07:04 AM

As a marketer leveraging Watson Campaign Automation (formerly known as Silverpop), you already realize the benefits of engaging your customers with compelling automated marketing campaigns powered by increased intelligence.   But, what if you could infuse even more intelligence into your automated campaigns and deliver further impactful marketing and increased results?   Now you can with a new integration with Watson Campaign Automation and Watson Customer Experience Analytics technologies that allows you to create more informed automated campaigns using powerful customer insights.

 

Transform your marketing with data driven insights

Offering advanced analytics, Watson Customer Experience Analytics helps you make smarter marketing decisions based on actionable insights into your customers across touchpoints and channels by providing the robust capabilities of:

  • Behavior analytics that help you visualize the complete cross channel journeys your customers take with your brand across devices and over time, helping you to readily analyze the different behavior patterns and paths of your customers. Analyzing customer behavior offers the opportunity to quickly identify high-performing customers, as well as isolate those customers who struggle, and drill deeper to gain the insight you need to improve business outcomes and maximize conversions.  
  • Struggle analytics that work to recognize paths, patterns or repetitive activity that could indicate customer struggle and provide the ability to quickly identify issues that cause customer friction. By recognizing your customer struggle points, you can rectify issues and launch targeted marketing actions to recover lost sales opportunities and optimize experiences to create delighted lifelong customers.
  • Advanced segmentation that allows you to drill down further into customer behavior and understand what events impact your customers’ actions across the various stages of the buying cycle. The ability to segment you customer data helps you further understand your different customer sets and how they are performing and behaving.   By recognizing unique behaviors, you can offer relevant marketing messages and product recommendations to maximize cross sell, upsell and customer win back opportunities.

 

Advance your marketing campaigns with integrated data

By combining the Watson-enabled capabilities of Watson Campaign Automation and Watson Customer Experience Analytics, you can benefit from more behavior-based segmentation capabilities that you can use to augment campaign performance, as well as gain increased visibility and insight into your customers’ behaviors that you can leverage to optimize your paths to purchase and reduce customer struggle.  At the same time, the integration of diverse data helps you to deliver relevant messages at the right time to help your customers along their buying journey and increase the effectiveness of your marketing campaigns.

 

WCXA for WCA clients

Ready to inject the power of Watson Customer Experience Analytics into your automated campaigns?

Join us for a FREE webinar on May 1, 2018 at 12:00pm EDT (9:00am PDT) to explore three compelling use cases for Watson Customer Experience Analytics with Watson Campaign Automation that enable the following campaign-boosting actions:

  1. Behavior-based personalization to increase conversion rates and slow attrition.
  2. Re-engage frustrated customers to recover lost opportunities and develop better customer relationships
  3. Deliver product recommendations to help engage, cross-sell, upsell and win back customers.

 

To learn more about advancing your automated marketing campaigns with Watson Customer Experience Analytics or to register for our webinar, please click the tile below.

New Call-to-action

 

Topics: Watson Customer Experience Analytics, Watson Campaign Automation, Silverpop

GDPR is Coming! Get Ready with an IBM Digital Analytics Health Check

Posted by Steven Perry

Tue, Apr 3, 2018 @ 07:04 AM

General Data Protection Regulation (GDPR) will go into effect on May 25th, so if you are an organization with customers, vendors and partners in the European Union (EU), you will want to ensure that the way you collect, store, and manage their personal data complies with the new regulation.   Designed to give individuals better control over their personal data and establish a single set of data protection rules across Europe, GDPR signals a critical turning point in the way organizations across the globe will need to approach data privacy – providing both challenges, as well as opportunities, for your business.  

As you work towards becoming GDPR compliant, performing a GDPR health check on your IBM Digital Analytics (DA) solution is beneficial in preparing for your GDPR readiness.

 

Analyze the personal data you collect

The protection of personal data is the core of GDPR, and personal data under GDPR is any information relating to an identified or identifiable person and can include online identifiers, such as contact information, email address, IP addresses, and other unique identifiers.  With the strict rules established for safeguarding this personal data, it is critical for you to identify the customer information you are collecting, understand how the information is being used by your company and recognize who has access to the information across your organization.   

As tags are the primary means for collecting online data and gathering behavioral information about your customers and site visitors, an effective GDPR health check should include performing a tag audit to evaluate the tags used on your website.   Implemented properly, a tag audit can help you isolate specific tags and attributes that are being used to collect different kinds of customer data and how they data is being used.  In addition, efficient management of tags on your site can assist you with maintaining proper control and processing of personal data, as well as assist with offering the required consent or opt-out provision to individuals, which is a key part of GDPR. 

 

Align your DA reporting to GDPR compliance

Conducting a report review to examine personal data is important for understanding and developing an inventory of what personal data you are collecting.  At the same time, if you are looking to migrate to the new IBM Digital Analytics User Interface, now is also the perfect time to eliminate your older dated reports and create updated ones in the new UI that fully support your GDPR compliance plans. 

 

Get ready for GDPR!

The GDPR deadline is right around the corner, and it is critical that you have a view of what personal data you collect on customers to effectively prepare for GDPR compliance.   Now that you know what you need, let us help you make the process easier.

 

Pereion Solutions Gold Business Partner Mark

With expertise in IBM Digital Analytics and Watson Customer Analytics 
Pereion Solutions can help you prepare for GDPR

 

As an IBM Gold Partner with deep expertise in IBM Digital Analytics and Watson Customer Experience Analytics, we can assist you with a DA Health Check to put you on a successful path to GDPR readiness.  IBM has made available a Watson Marketing GDPR readiness site with additional information on GDPR readiness that you can find here. To request a consult from Pereion Solutions and discuss how a Digital Analytics Health Check can help prepare for GDPR, just click on the tile below. 

 

Digital Analytics Health Check

 

Topics: Coremetrics, IBM Digital Analytics, General Data Protection Regulation, Watson Marketing

Join Us at IBM Think 2018 and Learn How Watson CXA Helps Shubert Ticketing Optimize Digital Experiences

Posted by Steven Perry

Mon, Mar 12, 2018 @ 07:03 AM

IBM Think 2018 is right around the corner and the perfect opportunity to tap into expertise you can use to optimize your business.   Artificial intelligence (AI) will be a prominent feature at this conference, and one of the key opportunities for online businesses is the chance to explore new ways of working smarter and employing the power of AI in solutions like Watson Customer Experience Analytics (CXA) to help you better understand customer behavior and transform your data into usable insight to drive your business forward.   

 

Learn firsthand how Watson CXA has transformed business for Shubert Ticketing

As an IBM Gold Business Partner and Expert in Watson Marketing, Pereion Solutions is excited to be hosting a breakout session at Think 2018, Better Broadway Experiences: How Shubert Ticketing and Pereion Solutions Use Customer Analytics, and we invite you to join us.   Our session (session ID 2380) will take place on Tuesday, March 20th, from 3:30 PM - 4:10 PM in the Mandalay Bay South Tower,   Level 2, in the Lagoon F conference room.   Expanding on the recent IBM Watson CXA case study with Shubert Ticketing and Pereion Solutions, presenters from both companies will showcase how successful implementation of Watson CXA has allowed Shubert Ticketing, a leading international provider of ticketing services, to manage their complex, high volume check-out flow for both online and mobile processes and gain the digital intelligence necessary to successfully optimize their customers’ digital experiences now and into the future.  To access the IBM Watson CXA case study for Shubert Ticketing, click here

Shubert Ticketing image

Specifically, with expert support from Pereion Solutions, deploying Watson CXA has translated into substantial business value for Shubert Ticketing by enabling them to effectively identify customer struggle and quickly rectify issues – resulting in a rapid return on investment (ROI.)   At the same time, Shubert Ticketing uses Watson CXA to efficiently evaluate and improve site usability, allowing them to enhance the customer experience across their site.   Levering Watson CXA also helps Shubert Ticketing to identify and address problems with ordering and offers them the ability to monitor and respond to changing conditions to continually meet customer expectations across every touchpoint.  Finally, Shubert Ticketing continues to discover higher level trends in their customers’ behaviors using Watson CXA – insight they are using to further build on their customer experiences.

 

Get started with developing actionable insight and optimizing customer experiences

In Pereion Solutions’ recent IBM guest blog, “Building an Actionable Approach to Customer Experience Analytics,” we highlight how to apply a comprehensive customer experience methodology to assist in converting your data into actionable insight that you can use to successfully optimize customer experiences and maximize business outcomes.  To access the IBM guest blog from Pereion Solutions, click here. Coupled with the various use cases offered in the IBM Watson CXA case study with Shubert Ticketing and Pereion Solutions, employing an actionable approach to your customer experience analytics will help you generate meaningful insight you can use to deliver extraordinary experiences and transform your business with data-driven success.  

 

Ready to get empowered with Watson CXA?

To learn more about IBM Think 2018 and register for the conference, click here

To explore our eBook, “Watson, can you help improve digital customer experience?” to learn how clients are implementing effective digital analysis to help them identify their customer journeys and better understand their customer struggles, click the tile below. 

If you have questions about the IBM Watson CXA case study with Shubert Ticketing or want to learn more about Watson CXA, click the tile below.

 

Watson, Can you help improve digital experience ebook                   Learn more about Watson Customer Experience Analytics

Topics: Watson Customer Experience Analytics, Watson CXA, Artificial Intelligence (AI), IBM Think 2018

Maximize the Value of CX Data with Watson Customer Experience Analytics

Posted by Steven Perry

Wed, Feb 28, 2018 @ 07:02 AM

Customer data is an invaluable asset to your business – one that you want to effectively manage, store and protect.  Leveraging the ability to retain session replay and raw data of your customer sessions over an extended period of time allows you to not only perform additional analysis of customer interactions with your business, but it provides you the means to efficiently tap into data you can use to resolve customer disputes, help identify fraud and comply with regulatory audits.   Watson Customer Experience Analytics (CXA) provides a unique means to collect vast amounts of CX data, then segment the data to understand customer experience issues.  Now Watson CXA also provides the means to retain and manipulate the data in new ways to provide additional use cases to maximize the value of collecting and maintaining CX data. The new Session Data Export and Retention capabilities recently introduced in Watson CXA offer you increased ease and flexibility in managing your data, while providing for longer retention.

Let’s take a closer look at the substantial business value that these new capabilities can offer.

 

Data Retention:  Save and explore your customer engagement data

User interaction data provides unique information about how your customers engage with your organization through your mobile application or website.  The ability to retain and manipulate that data, while looking for user experience patterns, is an extremely valuable asset for your business.   For example, with the new Session Data Export and Retention capabilities, you can selectively export raw behavior analytics data in CSV format and then integrate this exported data with additional enterprise business solutions to expand on your data analysis and testing.    This ability to combine analytic competencies can empower you with valuable business insight into cross-channel effectiveness and marketing campaign performance you can use to fine-tune your marketing and sales efforts, as well as offer a view into potential fraud detection that you can use to actively protect your organization.

 

Session Export Data and Retention_image

Session Data Export in Watson CXA helps you leverage and maximize the value of your CX data

 

Session Archive:  Retain, view and analyze customer interactions

At the same time, the Session Data Export and Retention capability allows you to export and archive complete, replayable sessions in PDF format for long-term storage that you can use, as necessary, to resolve various business issues that may arise or to comply with regulatory requirements.  For instance, you can easily retain pertinent sessions by setting filters for exporting data, such as filtering by a "purchase" event or by a customized event for a "promo code,” to archive and replay the sessions at a later date to resolve customer disputes.   The exported sessions for a purchase event or a promo code event, as examples, can be used as a record for the returning customer in case that customer disputes the 30-day return policy or challenges a promotional offering, allowing you to control costs and maintain your business’ integrity.   In addition, archived and replayable sessions can act as long-term records for corporate or government audits and investigations of security violations or fraud, assisting you in preserving and safe-guarding your business interests.

 

Maximize Resources:  Save time and money: 

While the benefit of retaining and archiving your important data offers critical value to your business, Session Data Export and Retention also provides substantial financial advantages.   The increased flexibility the solution provides in managing and storing your data means that you can enjoy the cost benefits of a SaaS offering and export your data for storage in a pay-as-you-go cloud storage model or in your own data center.  Additionally, the ability to easily filter data helps you save and retain only what you need and find exactly what you are looking for. 

 

Take the Next Step:  Explore your User Interaction Data

Whether you are currently a Watson CXA customer, an IBM Tealeaf customer or just getting started with digital customer experience analytics, build a plan to leverage the value of the user interaction data from your web and mobile properties. 

If you would like assistance with helping your company take advantage of IBM Watson Customer Experience Analytics, request a consult by clicking here.  If you would like to review more use cases for Watson CXA then click on the tile below and request the ebook.

To learn about how one company has successfully leveraged Watson CXA to reduce customer struggle and optimize their customers’ digital experiences, visit the IBM case study for Shubert Ticketing by clicking on the tile below. 

 Watson, Can you help improve digital experience ebook                Read the Shubert TIcketing CXA Case Study

Topics: IBM Tealeaf, Watson Customer Experience Analytics, IBM Watson Customer Experience Analytics, Watson CXA, Session Data Export, Session Data Export and Retention

Step Up from IBM Tealeaf to Watson CXA

Posted by Steven Perry

Tue, Feb 13, 2018 @ 07:02 AM

If you are like most online businesses today, you are faced with the growing challenge to deliver an optimized customer experience across all of your digital channels, while also striving to reduce costs and maximize returns.   For legacy IBM Tealeaf CX on-premise customers, you already realize the benefits of quickly understanding your customers’ behaviors and proactively reducing struggle to boost conversions and enrich experiences.   Now, with the power of artificial intelligence in IBM Watson Customer Experience Analytics (CXA), you can benefit from even more robust analytic functionality and a maximized return on investment, translating into substantial advantages for your business.   

Let’s explore the functional and financial benefits of Watson CXA in a bit more detail:

 

Improved view of the customer experience

Incorporating several innovative analytics, Watson CXA offers enhanced visibility into your customer experiences.  Journey Analytics provides a omni channel and multi-session customer view to help you visualize the complete journeys your customers take and assist you with identifying the top-performing or popular paths that lead to conversion, offering you actionable insight you can use to replicate positive customer experiences.   In addition, Struggle Analytics assists by recognizing potential struggle activity, such as step counts, repetitive patterns, or slow load times for pages, allowing you to drill deeper with session analysis to view individual customer experiences and readily determine the cause of customer friction.    Finally, while Mobile Analytics is available as a separate module for IBM Tealeaf CX on-premise, it is a fully integrated capability in Watson CXA that provides insight into how your mobile customers are behaving and helps you identify potential struggles that may be hindering an optimal mobile experience.   With exceptional visibility into the customer experience using Watson CXA, you are well-positioned to minimize struggle and ensure that your customers progress across all of their journeys with consistent and optimized experiences.

 

Watson CXA_journeys_image (3)                                     View the complete customer journey and experience in Watson CXA

 

Technical innovation for increased efficiency

Watson CXA also offers increased simplicity and efficiency with several technical innovations.  A modern user interface provides easy navigation and enhanced views into your customer data to help you more easily uncover and act on customer insights.   A new session data export and retention capability provides increased flexibility in managing your data by allowing you to selectively export raw behavior analytics data and leverage the data with other analytic tools, as well as export and archive complete, replayable sessions you can use for effective resolution of customer disputes, security violations, fraud, audits, compliance and regulatory requirements.   The recent introduction of Akamai connector with Watson CXA helps to achieve full data capture in the cloud, affording you more insight into customer struggles that you can use to deliver better customer experiences and boost conversion rates.    Furthermore, Universal Behavior Exchange (UBX) provides effective data transfer and cross channel identity services to help you effectively deliver comprehensive and personalized, omni channel customer experiences.  Finally, backed by IBM Cloud Security protection, Watson CXA is an all in one cloud solution that allows you to enjoy increased efficiency in managing your customers’ experiences, all while enabling you to continue to innovate your business with reduced security risk. 

 

Save time and money

With the deployment of Watson CXA, you can realize a significant savings in time and money and an overall enhanced return on investment (ROI) for your business.   As a cloud solution, Watson reduces your IT capital expenses and eliminates your investment in the purchase and maintenance of hardware infrastructure – including no more planning and paying for costly software upgrades for supporting servers.   At the same time, there are reduced IT support costs to maintain the Tealeaf environment, including less network, database, and application server maintenance.   And, as Watson CXA takes advantage of an improved document object model (DOM) replay technology that is easier to implement and less costly to support, you have less service expense to maintain your replay capabilities.   Additionally, monthly releases that add new enhancements and functionality to Watson CXA are introduced with no incremental cost.    With the incremental revenue recognized from optimized experiences and increased conversions, Watson CXA maximizes your ROI and extends your ability to focus your time and resources on growing your business.

 

Ready to enjoy the many benefits available by migrating to Watson CXA?

To learn more about the additional functionality and cost savings for your business that you can recognize by stepping up to Watson CXA, request a complimentary Tealeaf to Watson CXA Migration Assessment by clicking on the button below.

Watson CXA Migration Assessment

 

Maximize Your Return on Investment from Tealeaf CX on Cloud and IBM Watson Customer Experience Analytics (CXA)

Posted by Steven Perry

Tue, Jan 23, 2018 @ 07:01 AM

Customer Experience Analytic solutions like Tealeaf CX on Cloud and Watson CXA can be powerful tools that provide visibility into your customers’ online experiences and the opportunity to identify areas where your customers may struggle.   The challenge can be fully utilizing the tools and ensuring you are getting a return on investment (ROI) from your Customer Experience Analytic solution.   Gaining the necessary digital intelligence to effectively optimize business outcomes and create delighted customers can take time, experience and a level of expertise.  

We can help you with building events and reports, so you can focus on the analysis and your business. Learn how Pereion Solutions, an IBM Gold Business Partner with Expert level competency in Watson Marketing, can provide expertise in your efforts to optimize customer experiences and maximize your ROI.

slperry40@gmail.com_BPMark_web_list

 

Create actionable insight from your customer data

Transforming your customer data into meaningful and actionable insight requires a comprehensive customer experience methodology.   Pereion Solutions can help you get started with creating more relevant data and actionable customer insight to drive extraordinary experiences.   With vast experience in customer analytics, Pereion Solutions’ approach assists you to identify the path your customers take, understand your customers’ struggles and visualize the customer experience, and optimize your site and maximize opportunities, generating the digital intelligence and actionable insight you can use to make better business decisions.   To understand more about how Pereion Solutions can help you efficiently leverage Tealeaf Customer Experience on Cloud and Watson CXA and enable you to effectively focus on actionable customer insight to move your business forward, click here to review the recent IBM guest blog by Pereion Solutions. 

 

Apply best practices in customer experience analytics

Leveraging deep expertise in customer experience analytics, Pereion Solutions has developed CXA formulas for success that provide a step by step process for getting started with effective digital analysis and optimized customer experiences using Tealeaf CX on Cloud and Watson CXA.   Designed to help you capitalize on analytic capabilities, the CXA formulas assist you with gaining the insights you need into customer journeys, marketing campaigns and channels, mobile experiences, customer struggles, search and engagement optimization, conversion rate optimization, and more.   To subscribe to the Pereion Solutions’ CXA Formula blog and stay up-to-date on best practices in customer analytics, click here.

 

Discover how one client delivers outstanding experiences with help from Pereion Solutions

Shubert Ticketing, a leading international provider of ticketing services, was faced with the need to optimize their customers’ experiences across a complex, high volume check-out flow for both their online and mobile processes.   With support from Pereion Solutions, Shubert Ticketing effectively leveraged Watson CXA to gain the necessary actionable insight into their customers’ behaviors and is successfully optimizing their customers’ digital experiences by reducing struggle.   To learn more about how Pereion Solutions’ expert experience with customer behavior analytics was instrumental in the rapid deployment of Watson CXA and allowed Shubert Ticketing to quickly realize financial value by delivering higher-quality experiences, read the IBM case study for Shubert Ticketing by clicking on the button below.   

Read the Shubert TIcketing CXA Case Study  

 

Let us help you maximize your ROI!

With demonstrated expertise in Tealeaf CX on Cloud and Watson CXA, let Pereion Solutions help you get started now with recognizing increased value from gaining actionable insight and optimizing your customers’ experiences.   Take advantage of a limited-time promotional service offering extending 20% off the pricing of a service pack from Pereion Solutions.   Designed to address a wide range of service needs, Pereion Solutions’ service packs provide you flexible consulting options that will enable you to focus your time and efforts on business insight to boost your bottom line.   To learn more about this offer and the service packs available from Pereion Solutions, click the button below.

Pereion Solutions Service Packs

Topics: Watson Customer Experience Analytics, IBM Watson Customer Experience Analytics, Tealeaf Customer Experience on Cloud, actionable insight, digital intelligence, Tealeaf CX on Cloud

Five Reasons to Make the Move from IBM Digital Analytics to Watson CXA Now

Posted by Steven Perry

Wed, Jan 17, 2018 @ 07:01 AM

As customers’ expectations in the marketplace continue to ramp, the required pace for successfully transforming your customers’ digital experiences is accelerating.  While IBM Digital Analytics (DA), formerly known as Coremetrics, can assist by providing important customer data points, Watson Customer Experience Analytics (CXA) offers the increased insight you need to optimize customer experiences and maximize your digital business performance.

Let’s take a look at five reasons why now is the time to make the move to Watson CXA: 

 

1. Understand the customer journey

As customers can engage with your business using many different paths, it can be a challenge to gain a complete view and understanding of your customers’ experiences.   Of growing importance across the customer journeys is the mobile experience, as mobile is fast becoming the preferred customer tool for interacting with brands and it serves to integrate customer experiences across channels. The multi-channel path analysis of journey analytics in Watson CXA allows you to effectively analyze the omni channel journey – across desktop, mobile, social -- and quickly compare path popularity, duration, revenue, and customer values across unique segments to evaluate the paths most relevant to your business and assist with insight you can use deliver an optimized cross-channel experience.  Identifying and analyzing customer journeys can help you understand how activity in one channel impacts performance in another and if your marketing programs or site design are positively influencing customer behavior.

 

Watson CXA_journeys_image (1).pngUnderstand the complete customer journey in Watson CXA

 

2. Gain insight into customer struggles                    

To truly understand customer behavior and transform your data into usable insight requires employing cognitive computing.  Customer behavior analytics in Watson CXA apply cognitive capabilities to your customer data and offer you a comprehensive understanding of your customers’ digital experiences and behaviors to help you quickly identify where your customers struggle.   Complement detection of customer struggles by easily zooming in with session replay technology to see what your customers experience and quickly pinpoint the source of customer friction.   Additional analytic capabilities like geospatial analysis can further enhance your customer insight to help you better understand where geographically your customers are engaging or struggling and empower you with the digital intelligence needed to minimize struggle and optimize experiences for all your customers.

                                                                                                                                                                                                          Watson CXA_Struggle and Alerting_image.png Struggle detection and alerting in Watson CXA

 

3. Create actionable data                               

Watson CXA can help transform your customer data into actionable insight by helping you answer important questions about your customers’ behaviors and assist you with making better decisions to drive business.   Segmenting your customer data using Watson CXA provides a powerful tool to help evaluate how your different segments are behaving and identify if a specific customer set is underperforming or if your mobile users may be encountering issues with a particular browser or device type, for example.   Evaluating key data points in Watson CXA, like search terms used on your site, customer engagement measurements on particular pages or understanding where users navigated before making a purchase, also empowers you with actionable insight you can use to provide relevant and personalized content to boosts conversions and employ changes to improve search and site functions.  Usability analytics like heat maps and form analytics can further assist by showing where customer click, hover or swipe on your site or struggle when completing a form, offering you an enhanced understanding of your customers’ interactions and actionable insight you can use to improve site usability and offer your customers an optimized experience that cultivates brand loyalty.   Click the tile below to access the eBook containing the top 10 use cases for Watson CXA to improve digital intelligence.   

Watson, Can you help improve digital experience ebook

 

4. Recognize a return on investment (ROI)

Leveraging actionable insight from your customers’ online experiences translates into a valuable return on investment by allowing you to maximize business opportunities and save valuable time and money you can reinvest in your business.  With increased visibility into your customers’ experiences you can quickly identify issues that lead to customer struggle and abandonment and implement design improvements that nurture customer conversions.  The refined view of your customers’ journeys in Watson CXA can also help you discover higher level trends and uncover opportunities in your customer data that you can use to create continuous customer experience improvements to increase conversion rates and improve customer retention across all channels.   Additionally, issues that could take you days to discover on your own can now be uncovered in as little as minutes – saving you time and money.  At the same time, as Watson CXA can help you identify and understand the extent of customer struggles, you can prioritize your development efforts on the prevalent issues that affect the most customers, allowing you to make smart investments in your business.   Finally, deploying the Watson CXA cloud offering allows you to avoid upfront hardware costs and save on on-going maintenance and labor costs.  To better understand the business value of Watson CXA, click the tile below to read the Forrester Total Economic Impact™ Study.

Download the Forrester TEI Study

 

5. Get started with the expertise and these complimentary services from Pereion Solutions

Implementing effective customer behavior analysis to help you identify your customer journeys and better understand your customer struggles is key for the discovery of actionable insights you can use to help drive extraordinary customer experiences.   With deep expertise in customer analytics, Pereion Solutions can help you get started with Watson CXA and on the path to creating delighted customer and increasing your business performance.  Take advantage of Pereion Solutions’ complimentary quick start package designed to help clients successfully make the transition from IBM Digital Analytics (DA) to Watson CXA and gain the digital intelligence needed to deliver exceptional digital customer experiences.   Click the tile below to learn more!

Watson CXA QuickStart Offering

 

Pereion Solution was recently recognized as an IBM Gold Business Partner and Expert in Watson Marketing, an achievement attained through their demonstrated skills and expertise.   To learn how one IBM Digital Analytics (DA) client made the successful transition to Watson CXA, with expert assistance from Pereion Solutions, to optimize their customers’ digital experiences by reducing customer struggles, click the tile below to read the new IBM Watson CXA case study on Shubert Ticketing.

Read the Shubert TIcketing CXA Case Study

 

 

 

Topics: Coremetrics, IBM Digital Analytics, customer experience analytics, Watson Customer Experience Analytics, Watson CXA, actionable insight, digital intelligence

What’s New in IBM Tealeaf Customer Experience on Cloud and IBM Digital Analytics?

Posted by Steven Perry

Tue, Dec 19, 2017 @ 07:12 AM

A number of new features have been introduced for Tealeaf Customer Experience (CX) on Cloud, Watson Customer Experience Analytics (CXA) and IBM Digital Analytics, including several that provide significant improvements and capabilities in analyzing struggle and managing your customer data.   Let’s take a closer look at a few of the most important enhancements over the last quarter.

 

Major upgrades to Struggle Analytics provide expanded views on struggle

Just released, version 2.0 of Struggle Analytics in Tealeaf CX on Cloud and Watson CXA incorporates a new struggle factor named UI element that detects issues pertaining to interaction with UI elements on specified pages that might indicate a sign of visitor struggle.  If repeat interaction is detected, such as a visitor repeatedly clicking on or in a UI element or spending an inordinate length of time interacting with a UI element, struggle data related to the interaction with the UI element is added to the detailed view of the page with struggle for your further review and analysis.   

 

What's New Q4_image 1.jpg

Struggle Analytics now includes struggle detection for UI elements

 

A new and improved user interface (UI) that makes it easier for you to interpret and act on struggle data has also been introduced in Version 2.0 of Struggle Analytics.   New views into struggle data on intuitive UI include:

  • An Overview page presenting a summarized view for the various categories of struggle acts as a portal to expanded and detailed views of struggle detection data.
  • The Overview page includes expanded data views for Triggered struggle events, Pages with struggle, and Repeat patterns in sessions with detailed information of struggle-related data.

 

Maximize the value of your data with Session Data Export capability

Released last month, Tealeaf Customer Experience on Cloud and Watson CXA introduced Session Data Export and Retention capabilities that help you leverage the value of your data and offer increased flexibility in managing your data.   The ability to export your session data provides substantial value to your business by offering:

  • Raw Data Export in CSV format that allows you to selectively export raw behavior analytics data and leverage the data with other analytic tools, empowering your data analysis
  • Long-term Storage Data Export in PDF format that allows you to export and archive complete, replayable sessions you can use for effective resolution of customer disputes, long-term records for audits, investigation of security violations and fraud, and help with regulatory requirements and compliance

 

What's New Q4_image 2 option.png

 

Session Data Export also offers increased flexibility in the management of your data -- you can export data to servers on your premises, store it in IBM Cloud Document Storage or store it with third-party cloud storage like Amazon Web Services.  The ability to filter data helps you find exactly what you are looking for and retain the subset of sessions you need, while the flexibility in reporting allows you to create one-time reports or schedule daily batch jobs.

 

Increased visibility into your data

As part of the release this month, IBM Digital Analytics added some new features that broaden the view of your customer data, including the ability to filter columns by OR criteria, as well as filter by AND and OR criteria.   Additionally, Site Attributes are now available as a new dimension for creating ad hoc reports, and you can now run a Custom Marketing Channels report to help you understand the channels that drive the most traffic and have the best conversion rates for your website.

 

Learn more about the benefits!

With the current enhancements, and more to come, now is the perfect time to learn more about how the new UI for IBM Digital Analytics and IBM Tealeaf CX on Cloud can help you to optimize on your digital marketing efforts and position you to more easily adopt Watson Customer Experience Analytics (CXA) to improve customer experiences across your website.

 If you would like to explore more about the additional new features introduced or need assistance with helping your company take advantage of IBM Watson Customer Experience Analytics, request a consult or download our new Watson CXA eBook by clicking here or on the tile below.  

To learn about how one company has successfully leveraged Watson CXA to reduce customer struggle and optimize their customers’ digital experiences, visit the IBM case study for Shubert Ticketing by clicking below. 

 

Watson, Can you help improve digital experience ebook                Read the Shubert TIcketing CXA Case Study

Topics: IBM Digital Analytics, IBM Watson Customer Experience Analytics, Watson CXA, Tealeaf Customer Experience on Cloud, Struggle Analytics

About this blog

This blog provides insight and tips on Customer Experience Analytics, especially in the usage of Tealeaf software to optimize web and mobile experience.

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