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

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.   

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

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.