Pereion Solutions Blog

Leverage Customer Experience (CX) Analytics to Drive Business Value

Posted by Steven Perry

Thu, Sep 19, 2019 @ 10:09 AM

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.

eBook Blog picCX Analytics offer significant value to your business

Boost digital intelligence with data-driven insight

While many organizations employ traditional digital analytics to help with recognizing what customer interactions are taking place on their site, leveraging Customer Experience Analytic (CX) solutions offers you the necessary data-driven insight into the why behind customer behavior -- arming you with valuable digital intelligence you can use to make important business decisions on rectifying issues and optimizing your site for all customers.

With customer analytic capabilities that provide insight into your customers’ actions, CX Analytics allow you to easily identify customer struggles and monitor critical process steps on your site, as well as detect potential anomalies in your business that could signal concern. Real-time alerting can be deployed to offer you the ability to quickly uncover obstacles to superior experiences and allow you to proactively eliminate areas of struggle or confusion on your site, translating into a valuable savings of time and lost opportunities for your business.

Behavior analytics available in CX Analytics can further assist by helping you identify what – or what paths -- lead to positive customer behavior. For example, marketing analytics can help determine the campaigns and channels that lead to conversion, while journey analytics offer a consolidated view of multi-path journeys and the ability to compare and optimize important touch points. Additionally, mobile analytics can offer increased visibility into the struggles and actions of this important user segment, and integration of Voice of the Customer allows you to link your customer feedback to actual customer experiences taking place on your site.

Transform your digital business

By applying powerful analytic capabilities to your customer data, CX Analytics offer data-driven insights into customer behaviors that you can use to optimize areas of your business crucial for maximizing digital transformation.

By providing insight into search terms and identifying customer behavior before, during and after performing a search, for example, CX Analytics can assist you with search optimization and help you understand if customers find what they are searching for on your site. At the same time, CX Analytics can help you evaluate page engagements on your site to aid you with correlating different elements of customer engagement across your pages and to assist with overall page optimization that can lead to increased conversions.

In addition, CX Analytics provide further capabilities that can assist you with optimizing experiences across your site. Geospatial analytics can help you understand geographically where your customers engage or struggle, allowing you to realize geographic trends and to rectify issues or replicate successes on a global level. The ability to perform session search and replay specific sessions for further analysis provides an invaluable macro to micro view on user interactions and the opportunity to quickly uncover issues and rapidly implement improvements to optimize experiences, providing your business with an invaluable savings of time and money.

Ready to get started with building the digital intelligence to transform your business?

CX Analytic solutions can help you quickly uncover the actionable insights from your customer data that you can use to improve the customer experience and gain the important digital intelligence necessary to drive digital transformation and significant business value across your organization. To help you get started, Pereion Solutions has compiled the top customer experience use cases you can apply to improve your digital intelligence and put data-driven insights to work using Tealeaf, a CX Analytics offering from Acoustic.

To learn more about how converting your customer data into actionable insight can help you make better decisions and provide optimal value to your business, you can download the Tealeaf Use Case eBook by clicking the tile below.

Download the Tealeaf Use Case eBook

Topics: Marketing Analytics, Customer Analytics, Search Optimization, Page Optimization, Customer Experience, real-time alerting, business process, Struggle Analytics, actionable insight, digital intelligence, Behavior Data, customer insights, cx analytics, Anomaly Detection, geospatial analytics, Tealeaf, ROI, GoAcoustic, Unleashbrilliance, Acoustic Experience Analytics, Tealeaf on Cloud

Pereion and Tealeaf at Forrester CX NYC

Posted by Kristin Bonazoli

Tue, Jun 18, 2019 @ 07:06 AM

The Forrester CX NYC Conference wrapped up last week and Pereion Solutions was proud to showcase important Tealeaf use cases at the event's IBM Tealeaf Experience Zone.  Steven Perry was available for the duration of the conference answering questions and providing deep dives into several Tealeaf use cases that can be implemented to improve digital intelligence, create actionable insights and facilitate digital transformation.

Tealeaf provides valuable Customer Experience data-driven insights 

Tealeaf offers a robust set of AI-powered behavior analytic capabilities that provide valuable data-driven insights that will help you deliver compelling, consistent and relevant digital experiences to your customers.  By leveraging Tealeaf's advanced analytic tools and applying to various use cases, you are better prepared to to deliver optimized and superior on-line customer experiences.  Here are the use cases of Tealeaf that we touched upon at Forrester CX NYC:

  • Struggle Analytics - Quickly detect and analyze user struggle using AI, allowing you to swiftly rectify issues, uncover areas of opportunity and optimize customer experiences.
  • Business Process Scorecards - Gain visibility into the performance of your business processes and identify process steps that may require enhancements to boost conversions.
  • Anomaly Detection - Leverage the power of predictive analytics to detect unusual patterns and irregularities in your customer behavior data and determine contributing. 
  • Real-time Alerting - Quickly detect and analyze customer struggles, allowing you to take swift corrective actions to eliminate areas of friction and provide optimal customer experiences.
  • Marketing Analytics - Evaluate your conversion paths and identify what led to conversions, allowing you to target and optimize your marketing efforts and realize a strong ROI.
  • Voice of the Customer - Easily integrate customer voice and customer experiences, allowing you to make more informed decisions on optimizing online experience for your customers.
  • Mobile Analytics - Increase insight into your mobile customers’ intentions and struggles, allowing you to implement site design changes to maximize your mobile opportunities.
  • Journey Analytics - Analyze a consolidated view of multi-path customer journeys, allowing you to compare and optimize touch points and journeys for all customers across unique segments.
  • Search Optimization - Gain advanced insights into search terms and click through behavior to assist in optimizing search and improving content engagement for enriched experiences.
  • Page Optimization - Evaluate customer engagements to identify what content is engaging to assist in optimizing your page content and increasing conversions. 
  • Geospatial Analytics - Understand geographically where customers engage or struggle and reveal geographic trends you can use to make targeted decisions on a global level.
  • Session Search and Analysis - Query captured data to locate and replay specific sessions for further analysis and increased visibility into user interactions to assist with optimizing experiences.

Steve at CX NYC
Steve Perry showcases Tealeaf use cases at the CX NYC Conference

Learn more about the robust capabilities of Tealeaf

Interested in learning more about Tealeaf and it's advanced analytic features? Schedule a one-on-one discussion with us to learn more about any of the valuable Tealeaf use cases or download a copy of our Tealeaf Use Case deck from CX NYC, click here or the tile below.  We want to make sure you are getting the most out of your Tealeaf investment and leveraging the necessary analytic tools so you can successfully optimize customer experiences and maximize opportunities for your digital business.

 

Download Tealeaf Use Case Deck or Request a Consultation CLICK HERE

 

Data Driven Customer Experience with Tealeaf, on-demand webcast

In addition to the Forrester CX Conference information, we also want to make you aware that our Think 2019 presentation, Data Driven Customer Experience with IBM Tealeaf, is now available on-demand. Click here to view our on-demand webinar and discover how to use data driven insights and AI to diagnose struggle, remove obstacles, capture lost revenue and improve customer experience using Tealeaf on Cloud.  Also, learn more about the following important use cases: Geospatial AnalyticsStruggle AnalyticsAnomaly DetectionBusiness Process Scorecards and Onsite Search Optimization

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Topics: Marketing Analytics, Mobile Marketing, IBM Mobile Customer Engagement, tealeaf analytics, Search Optimization, Page Optimization, IBM Tealeaf on Cloud, business process, Struggle Analytics, actionable insight, Digital Transformation with CX Analytics, customer insights, digital transformation, customer journey analytics, Data Drive Customer Experience with Tealeaf, Anomaly Detection, geospatial analytics, Real-alerting, Business Process Scorecard, Tealeaf, CX NYC 2019

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.

Download the Tealeaf Use Case eBook

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 Read the Shubert TIcketing CXA Case Study

 

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