Pereion Solutions Blog

Register Now for Watson CXA, IBM Tealeaf and DA Webinars

Posted by Kristin Bonazoli

Fri, Mar 29, 2019 @ 08:03 AM

As an IBM Gold Business Partner specializing in Watson Marketing, Pereion Solutions strives to keep our clients informed of the latest releases and educational content available for  IBM Tealeaf Customer Experience on Cloud (Tealeaf CX on Cloud), Watson Customer Experience Analytics (Watson CXA) and IBM Digital Analytics (IBM DA). One resource offered by IBM Watson Marketing, that is worth mentioning and is free to all Tealeaf CX on Cloud, Watson CXA and IBM DA users, is a series of product overview webinars that will provide an introduction into the reporting features available for each CX analytic platform. Below you will find the dates and times available in which you can register for these informative webinars.

Tealeaf CX on Cloud Webinars

The webinars offered for Tealeaf CX on Cloud will cover session search, struggle analytics and the snapshot gallery; event manager components; event tester and alert options; and report types available within the analytics section. To register, please click the date and time below that works best for you:


Watson CXA Webinars

The Watson CXA product overview webinars will discuss activity within the overview, web and mobile app dashboards; key stages within Mindset reporting; journey reporting across multiple channels; and flexible reporting.  If you would like to register, please click that date and time below that suits your schedule:


IBM Digital Analytics Webinars

Topics included in the IBM DA webinars will review interface layout, workspaces, standard reporting and ad-hoc reporting. If you wish to sign up, please click one of the dates and times below that works for you:


Additional resources for Tealeaf CX on Cloud and Watson CXA

Need additional resources or help leveraging Tealeaf and Watson CXA?  Pereion Solutions can assist in making sure you are fully utilizing the tools and getting the most value from Tealeaf on Cloud and Watson CXA. First, 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 page

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 and optimized customer experiences. Gain the insights you need to enhance customer journeys, boost conversions and maximize lifetime customer value by clicking the tile below to download the eBook:

Watson, Can you help improve digital experience ebook

Still need help or have questions on how to effectively leverage Tealeaf CX on Cloud or Watson CXA? 
Click here, to schedule a complimentary consultation with Pereion Solutions.   We can help you in your efforts to optimize and deliver exceptional digital customer experiences through our vast expertise in customer analytics.

 

Topics: Pereion Solutions, IBM Tealeaf, Coremetrics, IBM Tealeaf Partner, Tealeaf technology, Tealeaf IBM, Tealeaf partner, IBM Digital Analytics, IBM Customer Experience Analytics, Customer Experience, Watson Customer Experience Analytics, IBM Watson Customer Experience Analytics, Watson CXA, IBM Tealeaf on Cloud, Tealeaf Customer Experience on Cloud, Tealeaf CX on Cloud, Watson Marketing, IBM Tealeaf Customer Experience (CX) On Cloud, IBM Digital Analytics (DA), IBM DA, Watson CXA Use Cases, wcxa, tealeaf cx on cloud use cases, Tealeaf

Exclusive Tealeaf CX to Cloud Migration Offer from Pereion Solutions

Posted by Kristin Bonazoli

Tue, Mar 26, 2019 @ 10:03 AM

Delivering optimal customer experiences across all digital channels while striving to reduce costs and maximize returns is a top priority for most online businesses.  For legacy IBM Tealeaf CX on-premise customers, you already recognize the value of understanding customer behavior to assist in enhancing overall digital experiences.  Although this on-premise solution offers robust analytics capabilities that help to enrich customer experiences, it also requires a considerable investment in hardware, software and resources to manage and maintain.  That said, now is an ideal time to consider making the move to IBM Tealeaf Customer Experience (CX) on Cloud to achieve even more advanced analytic functionality in addition to a significant cost savings and an increased return on investment (ROI).

Benefits of moving to Tealeaf CX on Cloud

Tealeaf CX on Cloud combines AI-powered capabilities with the strength and robustness found in the legacy Tealeaf CX on-premise platform plus substantially reduces the complexity and ability to maintain, resulting in significant advantages for your business. Here are some notable reasons to make the move:

  • AI powered functionality offers enhanced visibility into the customer experience allowing you to quickly identify struggle, uncover opportunities and boost conversions
  • Significantly reduces IT capital expenses and eliminates the need for further investment in hardware   and software
  • Minimized dependency on internal IT resources to set-up, install and maintain
  • Easy deployment - quickly implement customizable SDKs to capture data and start getting value in a matter of days
  • Achieve the customer experience benefits of a full function on-premise Tealeaf platform
  • Receive monthly releases that add new enhancements and features with no incremental cost
  • A modern user interface that provides easy navigation and enhanced views into your customer data
  • Realized savings in time and money and an overall enhanced return on investment (ROI)

Now that you have learned about the benefits, are you ready to make the move to Tealeaf CX on Cloud? We want to make it really easy for you to take the next step.

Free Tealeaf CX on Cloud Implementation Offer

Valid through June 30, 2019, this offers includes:

  • Free Tealeaf SDK/UIC implementation services for IBM Tealeaf CX on Premise clients that transition to IBM Tealeaf CX on Cloud through Pereion Solutions by June 30, 2019
  • Customized, configured and tested SDK UIC
  • Incremental analytic capabilities of Tealeaf CX on Cloud
  • Recognized return on investment (ROI)

Click here to get started on your Tealeaf CX on Cloud implementation and take in all the advantages of making the move.

 

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Shubert Ticketing - Tealeaf CX on Cloud Customer Success Story

Shubert Ticketing, a leading international provider of ticketing services, abandoned the cost and complexity of managing and maintaining IBM's Tealeaf CX on Premise solution by successfully transitioning to IBM Tealeaf CX on Cloud.  Click here to read more about how Shubert Ticketing, along with the expert assistance of Pereion, effectively leveraged Tealeaf CX on Cloud to reduce customer struggle, optimize digital experiences and maximize ROI.  

Read the Shubert TIcketing CXA Case Study

 

Topics: Pereion Solutions, IBM Tealeaf, tealeaf web analytics, Tealeaf cloud, tealeaf analytics, IBM Tealeaf Partner, Tealeaf technology, Tealeaf IBM, Tealeaf partner, Tealeaf SaaS, IBM Customer Experience Analytics, customer experience analytics, Customer Experience, IBM Tealeaf on Cloud, Tealeaf Customer Experience on Cloud, Tealeaf CX on Cloud, IBM Tealeaf Customer Experience (CX) On Cloud, Tealeaf on Premise to Cloud Migration, Tealeaf

Enhance Customer Journeys with Customer Insights using Watson CXA

Posted by Steven Perry

Tue, Aug 21, 2018 @ 07:08 AM

All too often, many customers experience frustration in their digital online journeys. Such as a poor online check out process, a link that doesn’t direct you to the appropriate information or an invalid coupon code. All can lead to abandon carts or ignored marketing campaigns that, in the end, result in disappointed customers and marketers.

The key to a successful customer journey is having the appropriate data to better understand your customers. Each customer journey requires both a starting point and a goal. That goal should be a mutual win-win that builds up your relationship with your customer at every conversion point. The use of the customer data can help in achieving the mutual goal.

Sample Journeys

The What vs. the Why of the Customer Journey

While traditional web analytics do a great job in evaluating what is happening with your website, like number of clicks, page views or bounce rates, it does not tell you why your digital properties perform as they do. Use of customer data gives you the why in the equation. When you have both what and why, you acquire the insight needed to help improve customer journeys.

Customer data focuses on how users interact with your digital properties rather than the properties themselves. Customer data awards you a competitive advantage in that it supplies you with the knowledge needed to create exceptional digital experiences that produce outstanding journeys.

Customer Insights

Let’s take a look at the types of customer data that can be helpful in creating positive impressions on customer journeys:

  • Mindset Data – Are the key stages in the customer experience with a brand. Based on the customer interaction performed, customers are placed in one of the five mindsets
    1. Discover-customers are starting to learn what you’re are offering
    2. Compare-customers are looking at all the options available.
    3. Acquire-customers have purchased one or more product
    4. Use-customers that are your users who may register their product or contact the
      help desk
    5. Advocate-customers sharing product info on social media or supplying a
      customer product review

Mindset data can aid in building remarkable experiences along the customer journey that result in progress from one mindset segment to the next.

Journey_screen

  • Behavior Data displays and captures customer data through heatmaps, session replays and form analytics. These behavior analytic capabilities can pin point customer struggles that need immediate attention across all channels with speed and accuracy which ultimately drive ROI. This allows marketers to stay ahead of the competition, be more dependable and gain valuable insight to ensure customers achieve goals throughout their journey.
  • Engagement and Value Data can be created by leveraging AI customer analytic solutions, like Watson CXA. Customer value data calculations can be made for you with a level of speed and accuracy that does not involve a team of data scientists. The outcome being a recognized ROI.

Leverage Watson CXA to Improve Customer Journeys

By leveraging AI powered Watson Customer Experience Analytics (CXA), a better understanding of how customers interact with your brand can be achieved in journeys across time, devices and channels. It gives you insight into to why your customers experience issues, the visibility into the customer experience and the ability to segment customer sets so you can take immediate action. All allow you to make better, faster and smarter business decisions across customer touchpoints. To download a copy of the IBM’s Whitepaper, How to use Customer Level Data to Supercharge Customer Journeys, click here.

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If you are interested in learning more about Watson CXA and realized benefits and ROI, download a copy of our eBook which highlights the top 10 use cases and formulas for success. Gain the insights you need to enhance customer journeys, boost conversions and maximize lifetime customer value. Please click the tile below to download the eBook.

Watson, Can you help improve digital experience ebook

Topics: Pereion Solutions, Customer Analytics, IBM Customer Experience Analytics, customer experience analytics, Cart Abandonment, Customer Experience Analytics Formula, Customer Experience, Watson Customer Experience Analytics, IBM Watson Customer Experience Analytics, Watson CXA, customer journeys, journey reports, IBM Watson Marketing Insights, IBM WMI, Mindset data, Behavior Data, Engagement and Value Data, customer insights

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.

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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

Providing Optimized Customer Experiences – Are You Meeting the Challenge?

Posted by Steven Perry

Tue, May 2, 2017 @ 07:05 AM

Now more than ever, customer expectations are rising faster and meeting these new expectations has become increasingly challenging.  Not only must companies be prepared to engage customers where and how they want, but competitive companies that want to remain relevant must also provide a consistent and optimized customer experience across those channels – and be agile and innovative in the delivery.  But, what exactly are the fundamental customer experience essentials and how can you best deliver on them?

 

Customer Experience (CX) Imperatives

Just released last month, IBM’s 2017 Customer Experience Index (CEI) Study discovered that the majority of retail brands’ CX capabilities to deliver optimal customer experiences are actually falling short in meeting customer expectations across the various channels of customer journeys.  Significant in the study is the identification of several paramount factors for optimized customer experiences:

  • Customer engagement is crucial in determining the evolving needs and wants of customers and in developing an optimal customer experience. Understanding what your customers desire allows you to offer an on-going personalized experience and effectively influence preferred paths to conversion.
  • Customer experiences must be consistent across all customer journeys and touchpoints with mobile being key to integrating experiences across channels. While mobile is fast-becoming the primary interaction tool for customers, they have multiple ways to engage with you, and customers expect an optimal experience at every juncture.
  • Leverage innovative and value-add technologies to enhance customer journeys and make the shopping experience easier. Capitalize on the solutions that offer the greatest impact and offer customers the ability to optimize their experiences.

Embracing the essential elements of optimal customer experiences will not only help you improve your customer experience capabilities to meet your customers’ expectations today, but it will ensure you are better positioned to respond to rapidly evolving market changes and on-going competitive disruptions.

 

Watson CXA image.png

Delivering Optimal Customer Experiences

Meeting these new challenges requires robust analytic solutions that provides a consolidated cross-channel view of your customers’ engagements that you can leverage to create an omnichannel strategy that delivers a consistent and personalized customer experience across all customer journeys.    Integrating capabilities from IBM Digital Analytics and IBM Tealeaf, the new IBM Watson Customer Experience Analytics (CXA) consolidates customer experience insights from all channels in a unified view and enhances them with customer journey and mindset analysis, providing a platform to help you quantify and visualize customer journeys – individually and in aggregate.   Watson CXA offers you the ability to replay sessions and zoom in to see where your customers struggle, providing you opportunities to resolve potential issues and improve optimization for every journey.   This aggregate customer view also assists with identifying top performing paths that you can replicate to increase purchase considerations and boost conversion rates.  Did a product comparison tool drive customers down a particular path?  Was there a preferred payment option lacking that led to customer dissatisfaction?  Watson CXA can help you answer these questions and react quickly to keep up with your customers’ expectations.   Equipped with a better understanding your customers’ needs, behaviors and motivations, you can use this valuable insight to develop consistent and optimized customers’ experiences across all channels and create delighted and loyal customers.

With Watson CXA, crucial analytic capabilities work seamlessly together in a single user interface making it easier to unite around your customers and collaborate around the important insights necessary to deliver exceptional customer experiences – and differentiate yourself from the competition.   

 

Ready to meet your customers’ challenges?

To learn more about the global assessment of retail brands’ customer experience capabilities, including findings in various category areas, you can download the IBM 2017 Customer Experience Index (CEI) Study.

If you have questions or would like to further explore the capabilities of IBM Customer Experience Analytics, please request a Customer Experience Analytics consult below. 

Learn more about Watson Customer Experience Analytics

If you missed our related feature, Optimize Your Customer Journey with the New Customer Experience Analytics, you can read it here.

 

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Topics: IBM Customer Experience Analytics, Customer Experience

New IBM Customer Experience Analytics Solution with Journey Analytics

Posted by Steven Perry

Tue, May 24, 2016 @ 06:05 AM

At the IBM Amplify Conference in Tampa this past week, IBM announced a new cloud based Customer Experience Analytic solution. This new offering combines the latest release of IBM Digital Analytics, Tealeaf CX on Cloud, and new Journey Analytic capabilities all integrated with UBX. This provides a unique set of capabilities which provide a complete view of customer interaction on your web and mobile properties combined with the ability to visualize the customer's journey over multiple sessions. For companies, looking to optimize customer experience and make decisions based on detailed customer data this new offering provides tremendous benefits.  Let's take a closer look at what is included. 

Foundation: IBM Tealeaf Inside with New Digital Analytic Offering

This solution includes Tealeaf CX on Cloud, the SaaS based version of Tealeaf providing a detailed view of each user session combined with the ability to segment those sessions based on user events. Tealeaf is the leading CX solution in the marketplace in terms of providing the tools needed to capture and identify customer struggle. The new Digital Analytic solution combines a completely refreshed user interface with a modern Hadoop data structure. By integrating through UBX, with Digital Analytics and other data sources the rich data set from Tealeaf can be combined to provide extensive insight into customer experience and actions. 

Secret Sauce: UBX

The Universal Behaviour Exchange was released by IBM into market last year, it provides a bus to exchange user data between the different components (aka endpoints). This enables the exchange of data between the components I have already referenced, but also opens up to a marketplace of other marketing technology  solutions that provide additonal insight into the customer experience and journey. UBX  includes identity services to facilitate the mapping of different sessions to a single user.

Holy Grail: Journey Analytics

Moving from single session analytics to multi-session and multi-device views of a customer journey is something all marketers strive for, yet there are several inhibitors in getting there. By leveraging a common integrating bus with identity services we can start to break down those barriers. A set of Journey Analytic reporting capabilities come with the new cloud based IBM Customer Experience Analytic Solution. By integrating other elements of your marketing technology infrastructure you can expand on those reporting capabilities. 

Journey_screen.jpg

Get Started Now

The fully integrated solution is not available yet, but fortunately there are some very clear actions you can take now that will start delivering value right away.

  1. Read and watch the IBM Customer Experience Analytic product material at the following link.
  2. Implement Tealeaf CX on Cloud now, this will enable you to start identifying the customer experience issues on your current web and mobile properties.
  3. Universal Business Exchange (i.e. UBX) is then available at no additional charge.  You can begin adding endpoints based on your marketing technology portfolio, this will enable you to start building a data model for tracking customer journeys. 

If you would like additional information on the IBM Customer Experience Analytic announcement and assistance in helping your company build a roadmap to take advantage of these capabilities, then please click on the tile below. 

Learn more about IBM Customer Experience Analytics                  Subscribe to Pereion Solutions Blog                

 

Topics: IBM Tealeaf, IBM Customer Experience Analytics

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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