Pereion Solutions Blog

Pereion's Think Tealeaf Presentation Now On-Demand

Posted by Kristin Bonazoli

Thu, Apr 25, 2019 @ 08:04 AM

At the IBM Think 2019 conference this past February, Pereion Solutions was invited to present, Data Driven Customer Experience with IBM Tealeaf.  Our presentation focused on Tealeaf CX on Cloud best practices and highlighted important use cases that can be applied to gain a greater understanding of customer behavior in effort to improve digital customer experience and boost business opportunities.

57Steve Perry presents, Data Driven Customer Experience with IBM Tealeaf, at  IBM Think 2019

 

Data Driven Customer Experience with Tealeaf available as on-demand webcast 

We are pleased to let you know that our IBM Think 2019 presentation, Data Driven Customer Experience with IBM Tealeaf, is now available as an on-demand webcast. For those that were unable to attend Think 2019 or missed our session, this is a perfect opportunity to discover how to use data driven insights and AI to diagnose struggle, remove obstacles, capture lost revenue and improve customer experience using Tealeaf. In addition,  learn more about the following use cases that can be utilized to improve digital intelligence and create actionable insights: Geospatial Analytics, Struggle Analytics, Anomaly Detection, Business Process Scorecards, Onsite Search Optimization and Anomaly Detection.  Click here, or the tile below, to view our webinar, Data Driven Customer Experience with IBM Tealeaf.

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Pereion Solutions specializes in Tealeaf and Watson Customer Experience Analytics (CXA). We can help you effectively leverage Tealeaf CX on Cloud and Watson CXA to optimize and deliver exceptional digital customer experiences. Click here to schedule a complimentary consultation with us. 

 

Topics: Pereion Solutions, Tealeaf best practices, Tealeaf IBM, Search Optimization, Tealeaf Customer Experience on Cloud, Struggle Analytics, actionable insight, digital intelligence, Artificial Intelligence (AI), IBM Tealeaf Customer Experience (CX) On Cloud, customer insights, digital experience, IBM Think 2019, Think 2019, Data Drive Customer Experience with Tealeaf, Anomaly Detection, Think 2019 Presentation, geospatial analytics, tealeaf cx on cloud use cases, Business Process Scorecard, Tealeaf

Learn what’s new in Watson Customer Experience Analytics and IBM Tealeaf on Cloud

Posted by Steven Perry

Tue, Jan 8, 2019 @ 07:01 AM

Many new features and improvements were recently released for Watson Experience Analytics (CXA), IBM Tealeaf Customer Experience (CX) on Cloud and IBM Digital Analytics (DA). Let’s take a closer look at the latest enhancements that were introduced in Q4 of 2018 .

Watson Customer Experience Analytics improves user management and support for partnered offerings:

  • The Watson Customer Experience Analytics URL has a new design and login. Now all logins are directed to https://www.ibm.com/customer-engagement/marketing/launch/. This new link provides easy access to other IBM Marketing products that you may be utilizing like Watson Campaign Automation and Watson Content Hub.


Watson CXA new look

Watson Customer Experience Analytics new look

  • Ability to designate one publisher for each event by going to Settings>Data sources. To avoid duplication be sure to select a source for each event.
  • Now audiences within individual journeys can be filtered and saved.
  • User management enhancements include the ability to delete users from Watson CXA and view the last recorded time each user logged in. Administrators also can change users and roles.
  • Newly enhanced is the support for partnered offerings like Adobe Analytics, Google Analytics and IBM Digital Analytics that give you visibility into data from session events like cart and conversion abandonment.  Click here for more information about how you can integrate your Adobe and Google Analytics data with Watson CXA to gain deeper insight into your customer journeys.


UBX with Google and Adobe

Watson CXA adds insights to Adobe and Google Analytic data

  • Icons have been added to journey events allowing you do easily differentiate between events and channels.

IBM Tealeaf on Cloud introduces many features that enhance functionality and usability:

  • Content Retrieval Service (CRS) provides an improved way of retrieving static content from URLs captured in sessions.
  • Overstat reports can now be saved for future viewing. There is a new Save as option on the report builder in CX Overstat on Cloud. In the past, Overstat reports were read-only.

SaveAsOverstatReportCX Overstat on Cloud new Save As option

  • The user interface now has an Export option that enables you to export overlay data in CSV format.
  • Add session attributes within an event or add conditions to events using the new Create new session attribute button.


SelectSessionAttribute - create session attribute

Create new session attributes in Tealeaf CX on Cloud

  • A new replay rule has been added, AddQueryParameters, that enables you to keep some or all the parameters in the URL.
  • Enhancements have been made to the Event Import feature and the Asset Manager for Replay and Tealeaf Template files.
  • An Analyze interactive elements only checkbox has been added to the Customize option for Link Analytics enabling to you to flag only the page element that visitors can interact with.
  • There is now an auto-update feature for the Snapshot Extension that checks the version of the Snapshot Extension that is currently installed and will notify you if a newer version is available.
  • An Event Usage feature has been introduced to easily monitor data usage.
  • Simple event editing is now available. Use Edit option to edit simple events that were saved to the Event Manager.
  • Watson Assistant has added "Show Me" capabilities to assist in finding data within Tealeaf and Anomaly Detection reports.
  • Other usability enhancements added include:
    • An expanded work space navigation pane.

Usability navigationTealeaf CX on Cloud expanded work space navigation pane

    • The ability to open session replays in a separate tab.
    • Expanding or collapsing events with a single button in Timeline view. Also, for each page session that was loaded in replay a timestamp is now displayed.
    • Name and Status columns of the Data Export table now have a filtering feature. Additionally, the Task type column now has a filter that will let you sort by daily or once run tasks.
    • In Session Search, an enhancement to Free text search offers a check box named Exact Match that provides you with only those sessions with the exact string of text in search results.

Free Text, exact match

Exact Match check box in Free test search

    • Consolidated Replay now synchronizes content across Replay and Raw Data views ensuring that context remains the same when moving from one tab to another. Consolidated replay also includes the Timeline view.

IBM Digital Analytics (DA) updates provide expanded functionality and improvement to reports:

  • Administrators now have the ability to manage DA users in IBM Watson Customer Experience Analytics (CXA). In DA, administrators can use the Manage users in CXA link under Admin to manage users in DA, Tealeaf on Cloud, UBX and Watson CXA.
  • Easily navigate directly to page URLs in Top Pages, Page Categories and Page Categories – Hierarchy reports. Simply go to the URL for a page in the report, click the 3 dot menu in the page row then click Actions > Navigate to this page.
  • Newly released is the Alert Manager window that allows you to create and manage alerts to monitor specific metric activity. The Alert Manager can be found under the Admin section of the navigation menu.
  • A new enhancement to Collapse in Report Manager allows you to quickly return to your previous page location. In prior releases, you returned to the top of the page in the Report Manager after clicking Collapse.
  • Now you can email reports that contain Link Clink Data by selecting Schedule Email for Link Click Data. In earlier releases, you could only download Link Clink Data as an Excel file and could not email.
  • Several improvements have been made to True Path reports in IBM DA. First, True Path reports can now be exported as a CSV or Excel file by clicking Menu>Export>CSV or Menu>Export>Excel. In the past, True Path reports could only be exported as PDF or PNG files. Additionally, True Path reports can be emailed one time or scheduled to reoccur – daily, monthly or quarterly and ad hoc True Path reports can be copied. Lastly, by hovering over steps in the True Path report configuration pane, you can view value information about the steps like the step’s name and page ID.
  • Previously, report filters or any changes to columns and sort order were removed when a report was emailed or exported. Now if a filter is applied or the report is customized by column or sort order the data will be consistent with report data in the UI if it is exported or emailed.
  • Any changes to custom work spaces and reports, like the order of reports or dates in a report calendar, are now saved in future Digital Analytic sessions.
  • A new feature of DA provides check boxes to Select Rows that enable you to select rows to display in a chart that compare date ranges and segments.
  • Report charts now display compare periods for selected events.

Boost digital intelligence in 2019

Leverage the advanced analytic capabilities found in AI-powered IBM Tealeaf on Cloud and Watson CXA to drive digital transformation across your business in 2019. To help you get started, check out the important use case videos Pereion Solutions has developed that you can use to improve digital intelligence and put customer insights to work. Click the tile below to be directed Pereion's Customer Use Case Video pageWatson CXA & Tealeaf Use Case Video

 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 and optimized customer experiences. Transform your customer data into actionable information that allows you to make better decisions for your business, download the eBook by clicking the tile below

Watson, Can you help improve digital experience ebook 

Topics: Pereion Solutions, IBM Tealeaf, Coremetrics, IBM Digital Analytics, Customer Experience, IBM Watson Customer Experience Analytics, Watson CXA, Tealeaf Customer Experience on Cloud, digital intelligence, Tealeaf CX on Cloud, Artificial Intelligence (AI), IBM Tealeaf Customer Experience (CX) On Cloud, IBM Digital Analytics (DA), Digital Transformation with CX Analytics, customer insights, Watson CXA Use Cases, wcxa

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

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.

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 Read the Shubert TIcketing CXA Case Study

 

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