Pereion Solutions Blog

CX Analytics Drive Digital Transformation

Posted by Steven Perry

Wed, Jan 23, 2019 @ 07:01 AM

As we begin a new year, now may be an ideal time for many online businesses to rethink their digital transformation initiatives.  With expectations continuing to grow in the digital marketplace, online marketers must be able to quickly understand the needs of customers across all digital journeys in effort to deliver exceptional cross-channel customer experiences and to stay ahead of the competition.  Developing a solid digital transformation strategy will give businesses the means to understand customers’ needs and empower them to deliver value that is aligned with the customer demands.

Requirement of an effective digital transformation strategy

For many companies, digital technologies have been the driving force behind how they improve customer engagements and find new ways to transform business.  Yet, most lack the required data and insight needed to really understand digital customer experience issues which results in a transformation approach that misses the mark.  An effective digital transformation strategy must move beyond traditional web analytics, which offers a glimpse into customer interactions, and embrace Customer Experience (CX) analytics to get a thorough understanding of customer behaviors and journeys.  Although basic digital analytics provide you with details as to what is happening on a website, like number of clicks, page views or bounce rates, it does not tell you why digital properties perform as they do By applying CX analytic tools to customer data, businesses achieve an understanding into why and how users interact with digital properties rather than the properties themselves.  CX analytics plays an important role in producing successful digital transformation plans by supplying organizations with actionable insights that they can use to improve customer engagements and optimize digital experiences.  CX analytics have essentially become a digital transformation imperative.

Drive digital innovation with actionable insights

Data is an important component in the success of digital transformation.  Using the right customer data coupled with advanced data analysis supplies companies with rich insight into customer behaviors that enable them to create more actionable insights to use to improve customer experiences and maximize digital business performance.   By leveraging the robust data analysis capabilities of CX analytics, organizations can achieve the insight needed to drive digital innovation across some key areas of their businesses, which include digital process optimization, site optimization and marketing effectiveness, allowing them to rise above the constraints in the adoption of digital technologies.   Let’s take a closer look at three key areas:

 

Digital Process Optimization

At the core of digital transformation is process optimization which entails restructuring business processes across an organization – sales, marketing, customer service, operations, etc. – to help create enriched customer centric experiences.  Using CX analytics, companies can measure process effectiveness and obtain a greater view into the overall performance of their important business processes as well as identify individual process steps that may require enhancements or improvement.    Additionally, the capability to drill deeper using session analysis and to segment data in CX analytics offers companies insight into both the what and the why behind business performance. Allowing them to understand what causes customer struggle in certain process steps and quickly take corrective measures to carry out improvements to optimize business processes.

Site Optimization

A critical part in digital transformation is ensuring that web pages on your site are fully optimized to draw customers, drive engagement and ultimately boost conversions.  Site optimization encompasses several different factors from detecting struggle, understanding page engagement, improving site usability and search function, to providing the right content to enrich customer experience.  By applying behavior analysis in CX analytics, organizations can gain a better understanding of customer behavior across their site to assist in optimizing search and page engagements and identifying areas of customer struggle.  With increased visibility into customer experiences, struggles and paths, companies can identify best practices and areas of improvement for optimizing their site to furnish enriched digital customer experiences.

Marketing effectiveness

Marketing plays a major function in the digital transformation process.  Not only are marketing efforts required to produce powerful content to drive customer engagement throughout the customer journey, they are also expected to maximize marketing effectiveness and boost return on investment (ROI).  By leveraging the power of artificial intelligence (AI) in CX Analytics, companies can realize valuable insights that can be used to develop more personalized campaigns and messages based on customer behavior.  Armed with rich customer insights, marketers can produce impactful campaigns that will produce improved segmentation and better yields.

 

Start accelerating digital innovation

Successful digital transformation involves a customer-centric approach that empowers companies to produce innovative and engaging customer experiences across their entire organization.  By focusing on the key elements in digital innovation and applying the power of CX analytics for actionable insights, businesses can prevail over digital transformation challenges and begin to address rising customer expectations in the digital landscape to stay ahead of the competition.  To get started with accelerating digital innovation using CX analytics, click the title below to download Pereion's white page, Customer Experience Analytics: A Digital Transformation Imperative."

New call-to-action

Start accelerating digital innovation for your business with help from Pereion Solutions. We can assist you in learning how to apply the necessary CX analytic tools to gain actionable insights that you can use to improve customer experiences and maximize digital business performance.  Click the tile below to get started!

New call-to-action

 

 

Topics: Customer Experience, customer journeys, actionable insight, Artificial Intelligence (AI), Digital Transformation with CX Analytics, customer insights, digital transformation, digital journey, digital innovation, digital journeys, cx analytics, digital experience, customer journey analytics

Improve Digital Intelligence to Transform your Business

Posted by Steven Perry

Tue, Dec 11, 2018 @ 07:12 AM

As an online organization, you understand the necessity of embracing digital transformation to promote engagements and readily respond to your customers’ evolving needs and expectations. Central to this pivotal shift is the ability to improve your digital intelligence and gain the actionable insight required to execute transformative initiatives that are based on a true understanding of your customers’ behaviors, journeys and experiences – empowering you to deliver value across your business that is aligned with customer expectations and demands.

 

Convert your customer data into actionable insight

By applying powerful analytic capabilities to customer data, Watson™ Customer Experience Analytics (Watson CXA) and IBM® Tealeaf® Customer Experience on Cloud (Tealeaf CX on Cloud) offers actionable insight into customer behavior and assists you with making better decisions to drive digital transformation across your business. Utilizing struggle analytics, you can easily monitor specific processes, pages and events on your site to quickly identify where your customers struggle, while real-time alerting can be enabled to quickly notify you at the first sign of struggle. By then applying session replay technology, you can identify why your customers struggle – offering a valuable macro to micro view on customer behavior that you can use to rectify issues and optimize the many campaigns, processes and digital experiences that drive business across your site.

Journey analytics can assist further, by allowing you to readily compare customer paths across unique segments like web, mobile and email, offering you a deeper understanding of multi-channel customer journeys and the ability to identify paths where your customers may struggle and recognize what actions may lead your customers to convert. Additional capabilities like geospatial analytics can expand your reach and help you understand where your customer are engaging or struggling with your organization across regions, offering you additional insight you can use to make more targeted and informed decisions about your business and execute digital transformation efforts that focus on areas of growth and global opportunities.

 

Watson CXA_new look_2018

Watson CXA with new navigational design and added features

 

Optimize experiences with data-driven success

Successful digital transformation requires a customer-centric approach that enables you to leverage data-driven insights based on customer behaviors to create engaging and optimized customer experiences across your entire organization. Creating advanced search events and customized reporting using Watson CXA and Tealeaf CX on Cloud can assist by providing deeper insight into customer behavior before, during and after performing search, offering the opportunity to optimize search terms and functions and improve content on your site to more actively engage your customers. Similarly, developing business process scorecards can help you measure and score your overall business process success by identifying the abandonment and conversion rates across and within each step of a critical business process, allowing you to recognize and root out inefficiencies in your important steps and optimize business processes across your organization. The capacity to segment your customer data and compare unique segments of customers offers you the capability to recognize issues with particular segments and optimize experiences, engagements and processes across your entire digital channels.

Applying usability analytics like heat maps are also very beneficial in providing insight into customer interactions on your pages and help you recognize usability issues with your site. As heat map overlays identify regions of a page where customers click or hover, they can assist you with identifying high and low interest areas on a page and providing insight you can use to replicate engaging content, make your pages more personal for your customers and optimize your page design to enrich the customer experience. The new feature of anomaly detection can further boost your business intelligence by providing real-time, actionable insights that assist you with detecting unusual patterns, or outliers, in your customer behavior data and determining contributing factors – helping you discover unexpected incidents and quickly respond to evolving issues to optimize and transform your entire online business performance.

 

Get started with building digital intelligence to transform your business!

Implementing effective customer behavior analysis can set the stage for the discovery of actionable insights you can use to drive digital transformation across your business. To help you get started with delivering consistent and extraordinary customer experiences, Pereion Solutions has developed a series of videos that introduce the important use cases you can execute to improve your digital intelligence and put customer insights to work using Watson CXA and Tealeaf CX on Cloud.

Watson CXA/Tealeaf Use Case Videos 1

 

Also available is our ebook, “Watson, Can You Help Improve Digital Customer Experience?,” that complements the use case videos and includes formulas for success that provide a step by step process for getting started with effective digital analysis that can help you visualize the customer journeys and create the actionable insights you need to optimize customer experiences and digitally transform your business.

Watson, Can you help improve digital experience ebook

 

Topics: Pereion Solutions, customer experience analytics, Search Optimization, Page Optimization, Watson Customer Experience Analytics, IBM Watson Customer Experience Analytics, Watson CXA, real-time alerting, customer journeys, journey reports, Tealeaf Customer Experience on Cloud, Struggle Analytics, actionable insight, digital intelligence, Tealeaf CX on Cloud, IBM Tealeaf Customer Experience (CX) On Cloud, Digital Transformation with CX Analytics, Behavior Data, customer insights, Watson CXA Use Cases, Behavior Analytics

Infuse More Intelligence into Marketing Campaigns with Watson Customer Experience Analytics

Posted by Steven Perry

Tue, Oct 30, 2018 @ 07:10 AM

Achieving increased added intelligence from customer behavior and applying it to automated marketing campaigns is every marketers goal. With Watson Campaign Automation (WCA), you already know you are delivering impactful campaigns by leveraging its insights and capabilities. By infusing AI-powered Watson Customer Experience Analytics (WCXA), you can inject even more intelligence into your marketing campaigns with deep customer insights that will produce improved segmentation and better yields.

Advanced Analytic Capabilities to Boost your Marketing Efforts

By integrating Watson Campaign Automation (WCA) and Watson Customer Experience Analytics (WCXA), you are able to leverage the analytic capabilities of Watson CXA.  Watson CXA provides a robust set of analytic capabilities based on the customer journey and user experience.  Watson CXA’s advanced analytic capabilities include:

  • Journey Analytics provide you with an aggregate view of the customer journey across time, devices and channels. Presenting you with valuable insight that you can leverage to quickly resolve potential issues, increase conversions and optimize every journey to create loyal customers.

Journey-1


  • Behavior Analytics helps you visualize and understand user experience; it displays and captures customer data through heat maps, session replays and form analytics. These capabilities can quickly identify areas of customer struggle and enable you to remarket to customers who may have abandoned based on user experience issues.

Heat Map Image_1-2

 

  • Struggle Analytics allows you to rapidly detect and analyze customer struggle on your website in real time. It works to recognized patterns or repetitive activity that could indicate customer struggle and provides the ability to quickly identify issues that cause customer friction. By detecting your customer struggle points, you can swiftly take corrective action to rectify issues, uncover areas of opportunity and optimize your customer experiences.

Edit Struggle Factor_image


  • Geospatial Analytics recognizes and assists you in understanding where geographically customers are engaging or struggling with your business. This aids in identifying key geographical areas for improvement and allowing you to make more informed business decisions on a global level.

Geospatial image_test cut

 

Integrated Customer Data to enhance Marketing Campaigns

Using IBM’s Universal Behavior Exchange (UBX) you can easily share data between Watson Campaign Automation (WCA) and Watson Customer Experience Analytics (WCXA). By passing data from Watson Campaign Automation you provide critical data to build customer journey reports.  Conversely, passing data and audiences from WCXA to WCA enables automated campaign execution based on insights developed through WCXA. 

Optimize Customer Journeys with Watson Experience Analytic

The key to a successful customer journey is having the appropriate data to better understand your customer. By leveraging AI powered Watson Customer Experience Analytics (CXA), you achieve a greater understanding and view of how customers interact in journeys across time, devices and channels. It supplies you with meaningful insight into your customers’ interactions, so you are well equipped to quickly resolve potential issues, increase conversions and optimize every journey to create loyal customers. Allowing you to make better, faster and smarter business decisions across customer touch points and recognize a return on investment (ROI). Learn more about enhancing the customer journey by downloading a copy of the IBM’s Whitepaper, “How to use Customer-Level Data to Supercharge Customer Journeys”, by clicking here. 

New call-to-action

Gain the insights you need to enhance customer journeys, boost conversions and maximize lifetime customer value by downloading our eBook, “Watson, Can You Help Improve Digital Customer Experience?”. Our eBook is a compilation of the top 10 use cases you can apply to improve your digital intelligence and optimize your overall customer journeys. Put customer insights work with IBM Watson CXA. Please click the tile below to download the eBook.

Watson, Can you help improve digital experience ebook

Topics: Pereion Solutions, Marketing Analytics, Customer Experience, Watson Customer Experience Analytics, IBM Watson Customer Experience Analytics, Watson CXA, Marketing Optimization, customer journeys, actionable insight, Watson Marketing, Watson Campaign Automation, Silverpop, IBM Universal Behavior Exchange (UBX), customer insights, Watson CXA Use Cases, user experience, Watson CA, wcxa, wca

Accelerating B2B Digital Transformation with CX Analytics

Posted by Steven Perry

Tue, Aug 14, 2018 @ 07:08 AM

Like many organizations, B2B companies have elevated digital transformation on their business agenda. Faced with rising expectations in a competitive landscape where much of the B2B decision-making process is now online, B2Bs realize they must quickly understand and address their customers’ needs across their digital journeys and deliver an exceptional eCommerce experience. But, while digital technologies are forcing B2B companies to rethink how they can best service their customers and adopt new ways of transforming their business, they often find themselves struggling to overcome B2B digital innovation challenges.

Challenges in B2B

As more and more millennials are now B2B buyers, B2B organizations need to better understand their needs and evolve their customer service capabilities to deliver more personalized, hassle-free online experiences that they have come to expect. This requires that B2B organizations uncover inefficiencies and acquire a deep understanding of their customer pain points to quickly find ways to alleviate friction and deliver the highest level of customer service possible. At the same time, B2B marketers are under pressure to increase marketing effectiveness and understand what offers, content, and services will engage key segments and deliver a substantial return on investment (ROI) across digital innovation efforts.

Complex B2B Processes

One of the biggest challenges B2B organizations face in digital innovation is the complexity of their business transactions -- where the typical B2B transaction is usually high volume and comprised of many different components in a single transaction. A good example that illustrates the intricacy of B2B business processes is automobile manufacturing, where car makers must source many unique parts – tires, hoses, batteries and electronics, etc. – that are often manufactured from numerous different vendors. The process encompasses seeking qualified supplies, requesting proposals, handling quotations, managing special pricing and advanced payment options, handling supply chain and order management, as well as administering customer service and support, and more. Digital transformation involves facilitating these B2B processes online in a very effective manner where operational efficiency is key to creating the superior customer experiences that B2B buyers expect.

b2b-ecommerce-solutions-1Complex B2B processes offer a challenge in digital transformation

 

Requirement for data-driven insights

Success in B2B digital transformation boils down to data – and the ability to secure the right customer data and apply the necessary data analysis to truly understand customer behaviors and journeys to create more actionable insights that B2B companies can use to improve customer engagements and optimize experiences. By leveraging robust data analysis capabilities using CX analytics, B2B players can gain the insight needed to drive digital innovation across key areas of their business including process optimization, eCommerce site optimization and marketing effectiveness, allowing them to overcome constraints in the adoption of digital technologies. CX analytics have essentially become a B2B digital transformation imperative.

Driving B2B digital innovation

One of the important areas where CX analytics offers B2Bs invaluable capabilities is in process optimization. Given the complexity of B2B eCommerce transactions, B2B organizations have a heightened requirement to understand user behaviors to monitor and optimize critical business processes across their organization. Using CX analytics, B2B companies can measure the effectiveness of their individual online process steps and quickly identify and understand their customers’ online struggles in order to remove points of friction and provide an optimized experience across their entire business process. The ability to identify inefficiencies with the complete flow of processes also helps unite B2B teams in collaborative efforts around the digital innovation plan and offers B2B organizations the insight needed to uncover better ways to deliver optimized online solutions and services to their customers.

CX analytics also provides B2B companies valuable insight they can use for eCommerce site optimization and improving marketing effectiveness. By using behavior analysis in CX analytics, B2B organizations can understand customer behavior across their site – including engagement with page content and engagements before, during and after search functions – offering insights they can use to optimize their site and enhance search terms and functions. Struggle analytics can further assist by uncovering where and why customers struggle and offering the insights B2B companies need to rectify issues and optimize the customer experience across their entire site. B2B organizations can also use behavior analytics to analyze behavior patterns and identify customer paths, and then apply advanced segmentation to drill further into customer behavior, to gain the insight necessary to develop more impactful, personalized campaigns focused on customer wants and needs – and maximize marketing effectiveness to deliver a healthy ROI with digital transformation initiatives.

Addressing the right factors in digital innovation – and applying the power of CX analytics for data-driven insights -- helps B2B organizations overcome their digital transformation challenges and offers the agility to respond to evolving customer expectations to stay ahead of the competition. To get started with accelerating digital innovation using CX analytics, download Customer Experience (CX) Analytics: A Digital Transformation Imperative” by clicking here.

 New call-to-action

 

Topics: Pereion Solutions, Customer Analytics, IBM Customer Experience Analytics, customer experience analytics, Customer Experience, Watson Customer Experience Analytics, B2B Customer Expeirence, B2B Marketing Analytics, journey reports, actionable insight, IBM Tealeaf Customer Experience (CX) On Cloud, Digital Transformation with CX Analytics, B2B Digital Transformation,, B2B Customer Analytics

Watson Customer Experience Analytics Named Leader by Forrester

Posted by Steven Perry

Tue, Jul 31, 2018 @ 07:07 AM

In the recent Forrester Wave™: Customer Analytics Solutions Q2, 2018 report, IBM was recognized as a leader based on  IBM’s Watson Customer Experience Analytics (CXA) and Watson Marketing Insights (WMI). Scoring high overall in a 39-criteria evaluation in the areas of business impact, time to value as well as product investment and vision.

The evaluation included 9 customer analytics solution vendors who provide a comprehensive customer analytics platform which offer DIFM (“do- it-for-me”- business user friendly) and out of the box capabilities. According to the report, as demand for easy and instant access to customer insights among many professionals has increased so has the market for DIFM customer analytics solutions. Due to lack of IT and data science resources within many organizations, this new class of customer analytics solutions has surfaced allowing non-technical business users to leverage the insights needed to make better business decisions.

Click here to download the Forrester Wave™: Customer Analytics Solutions Q2, 2018 report from IBM. 

Watson CXA outperforms in Journey and Struggle Analytics 

Watson CXA distanced itself from the competition by excelling in Journey Analytics and Struggle Analytics in the Forrester evaluation.  Both offer a greater visibility into customers' behavior resulting in outstanding digital customer experiences by leveraging an infusion of Watson AI technology.

  • Journey Analytics provides a cross channel and multi-session customer view to help visualize the complete journeys customers take and assist with identifying the top-performing or popular paths that lead to conversion, offering actionable insight that can be used to replicate positive customer experiences.

 

  • Struggle Analytics recognizes potential struggle activity, such as step counts, repetitive patterns, or slow load times for pages. In addition, it allows you to drill deeper with session analysis to view individual customer experiences and readily determine the cause of customer struggle.

 

 

IBM Watson Marketing Insights - AI-power cognitive analytics with out of box capabilities

Forrester commends IBM Watson Marketing Insights (WMI) for its AI powered predictive customer insights and out-of-the-box analytic capabilities. It allows businesses to explore marketing insights and leverage predictive analytics without requiring data scientist technical skills. IBM WMI assists marketers in understanding and forecasting customer behaviors by recommending target audiences based on predictive analytics by creating segments based on a profile of customer data compiled from multiple sources. For more information about IBM Watson Marketing Insights, click here.

Learn more about Watson Customer Experience Analytics (CXA)

As a top performer in customer analytic solutions, IBM Watson Customer Experience Analytics (CXA) provides a comprehensive customer analytic platform which offers a seamless, end-to-end view of the customer experience to understand and optimize every journey.  Gain the insights you need to resolve issues, boost conversions and maximize lifetime customer value with Watson CXA. In our eBook, we have highlighted the top 10 use cases and formulas for success. Please click the tile below to download the eBook.

Watson, Can you help improve digital experience ebook

Pereion Solutions is an IBM Gold business partner specializing in Watson Marketing. If you would like to learn more about IBM Watson Customer Experience Analytics please click here or the tile below to request a consult or request a demo.

Learn more about Watson Customer Experience Analytics

Topics: Pereion Solutions, Marketing Analytics, Pereion, Customer Analytics, IBM Customer Experience Analytics, customer experience analytics, Watson Customer Experience Analytics, IBM Watson Customer Experience Analytics, Watson CXA, IBM Tealeaf on Cloud, customer journeys, journey reports, Struggle Analytics, actionable insight, Watson Marketing, IBM Watson Marketing Insights, IBM WMI

Upgrade from IBM Digital Analytics to Watson Customer Experience Analytics Today

Posted by Steven Perry

Tue, Jul 10, 2018 @ 07:07 AM

Special Offer for IBM Digital Analytics Customers

Move beyond traditional web analytics with a special offer from Pereion Solutions and begin to really understand your customers' behavior.

This upgrade offer is designed to help you seamlessly and successfully make the transition from IBM Digital Analytics (DA) to Watson Customer Experience Analytics (CXA) along with the expertise of Pereion Solutions. In addition, it will allow you to gain a greater visibility into customers' behavior resulting in outstanding digital customer experiences.

Valid from July 1, 2018 though September 30, 2018, this offer provides:

  • Free Tealeaf SDK implementation services for IBM Digital Analytics customers that upgrade to Watson Customer Experience Analytics through Pereion Solutions by September 30, 2018
  • Customized, configured and tested SDK
  • Incremental capabilities of Watson CXA
  • Recognized return on investment (ROI)

 

IBM Digital Analytics Upgrade Offer Request a Quote

Why make the move from IBM DA to Watson CXA

Although IBM Digital Analytics (DA, AKA, Coremetrics) has a good web analytic foundation to build on, Watson Customer Experience Analytics (CXA) yields a level of customer insight that can't be achieved with traditional web or digital analytics solutions. Watson CXA can go beyond that and provide tremendous value in identifying and improving customer experience issues and ultimately increasing conversion rates.

Benefits of making the move to Watson CXA

  • Enhanced visibility into customer experience through Journey Analytics, Struggle Analytics, Mobile Analytics
  • Ability to create actionable insight from your customer data
  • Modern user interface that provides easy navigation and enhanced views in to customer data
  • Monthly releases that add new enhancements and functionality with no incremental costs
  • Realized savings in time and money and an overall return on investment (ROI)

 

Watson CXA image-6

  

Improve Digital Experience by Upgrading to Watson CXA Now

A challenge for many organizations is how to get started and move beyond basic digital analytics to create more relevant data that equals better customer insights.  Watson CXA and Pereion Solutions can help you with these efforts.   In our eBook, “Watson, Can You Help Improve Digital Customer Experience?,” we compiled the top 10 use cases you can implement to improve your digital intelligence and put customer insights to work with IBM Watson CXA.    Also included are formulas for success that provide a step by step process for getting started with effective digital analysis and optimized customer experiences.

To learn more about how Watson CXA can transform your customer data into actionable information that allows you to make better decisions for your business, you can download the eBook by clicking below.

Watson, Can you help improve digital experience ebook.

 

Topics: Coremetrics, Pereion, IBM Digital Analytics, customer experience analytics, Watson Customer Experience Analytics, Watson CXA, customer journeys, journey reports, Struggle Analytics, actionable insight, IBM Digital Analytics (DA)

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

About this blog

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

New call-to-action

 Watson, Can you help improve digital experience ebook

 Read the Shubert TIcketing CXA Case Study

 

SUBSCRIBE TO THE PEREION BLOG

Recent Posts

Posts by Topic

see all