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Pereion Solutions Blog

Steven Perry

Recent Posts


Optimizing On-site Search with IBM, Marketing Analytics Summit Presentation


by Steven Perry
Yesterday, I had the opportunity to co-present with Dave McDuff, IBM’s leader for IBM.com Search and Discovery at the Marketing Analytic Summit.  Our talk was about On-site search for IBM.com, including What we track, What we find, What we do, and Why! 
 
I have observed in this business that certain individuals and teams truly look to leverage data to gain insight into their digital products, Dave and his team clearly fit in this category. They meet informally every morning, first thing over coffee, to see where the data may lead them.   
 
While the focus is on a limited number of core metrics, including clicks and terms, the real analysis is done by breaking out those core metrics in many dimensions.  These dimensions include: net promoter score, page performance, geography, language, results position, filters, pagination, time on page, etc.  The highly customized dimensional analysis is combined with the ability to pull up and do session analysis on any user session. This creates the ability to visualize and contextualize user behavior, enabling the team to gain a common understanding of UX issues. 
 
Based on their analysis, the team can address UX or UI issues that they uncover.  They quickly identify and quantify queries with no results,  including new topics.  They can even tackle issues around single word searches, where the user has provided very few clues on their real interests. 
 
The team is then able to quickly update UX issues as they surface and tune the search engine based on search terms and results.  They are also able to proactively listen and respond to their customers. This might include a recent product launch, product update or it might be a surge in searches based on current events, such as the current Covid 19 pandemic. 
 
Search is one of the most important capabilities on IBM.com. This data driven culture created by Dave and his team, has enabled them to focus on customer service, cost reduction, and revenue generation opportunities.  Across most digital properties, On-site search has become an increasingly critical tool for site navigation.  Often it fails to receive the analytical focus it deserves.  
 

Need to Develop Tealeaf Skills in Your Organization?


by Steven Perry

Tealeaf, now part of the Acoustic Analytics portfolio, is a powerful Customer Experience (CX) analytics offering from Acoustic that can provide invaluable insight into the what and why behind your customers’ behaviors. But, to unlock the solution’s full potential and effectively leverage its robust capabilities does require pertinent skills. As an Acoustic partner specializing in Tealeaf, Pereion Solutions recently launched a learning portal, Pereion Learning Paths, that offers short and easy to navigate education modules which provide entry-level skills to get your organization started on a learning path to uncover actionable insights you can use to digitally transform your business.


Leverage Customer Experience (CX) Analytics to Drive Business Value


by Steven Perry

As customer expectations continue to soar, the customer experience has become a make-or-break component for business success. At the same time, you are under increasing pressure to drive digital transformation across all areas of your business – and to do so within tight budgets where your investment in optimizing customer experiences translates into significant value to your business and fosters profitable growth. Fortunately, the right CX Analytic solutions can help you move beyond traditional web analytics and leverage your customer data to increase ROI and deliver the extraordinary customer experiences that can facilitate successful digital transformation of your business. In fact, based on a recent Forrester Total Economic Impact™ Study, Tealeaf CX Analytics demonstrated a potential three-year risk adjusted result of 196% ROI with a payback period of 4 months, offering significant business value.


It is a Great Time to be a Tealeaf on Premise Customer!


by Steven Perry

At the end of June of this year, IBM sold the key elements of the Watson Marketing portfolio to a private equity company, Centerbridge Partners, enabling the formation of a new “Martech” company called Acoustic. One of the gems of this sale was Tealeaf CX Analytics. Tealeaf has been available as an “on Premise” product as well as a “SaaS based” offering for several years. Unfortunately, there had not been a new release of the on Premise version of the product for quite a few years. Whereas, the cloud or SaaS version of the product has seen the bulk of the investment and regular monthly releases. A new version, v10, of Tealeaf on Premise was released almost to the day of the start of Acoustic; the new name is Acoustic Customer Experience Analytics.


Learn About Data Driven Customer Experience with Tealeaf at IBM Think 2019


by Steven Perry

IBM Think 2019 is just seven days away and an ideal time for companies to get hands on experience and explore the many technologies and resources that can be employed to help transform and optimize their businesses. Artificial intelligence (AI) will again be a key topic at Think and a great opportunity for online businesses to discover new ways of leveraging the power of AI in solutions like IBM Tealeaf Customer Experience on Cloud (Tealeaf CX on Cloud) to enhance digital experiences and maximize business opportunities.

About this blog

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

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