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

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

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)

What’s New in IBM Watson Customer Experience Analytics, including Tealeaf and Digital Analytics?

Posted by Steven Perry

Sat, May 12, 2018 @ 07:05 AM

Many new features have been introduced for Watson Customer Experience Analytics (CXA), including IBM Tealeaf Customer Experience (CX) on Cloud, and IBM Digital Analytics (DA) that offer increased functionality and improvements in utilization.  Let’s take a closer look at a few of the key enhancements recently released.

Watson Customer Experience Analytics (CXA) advancements offer more insight and control over your data

  • Access to personal data in Watson CXA can now be restricted based on user roles, helping you to comply with the new European Union's General Data Protection Regulation (GDPR).
  • The real-time report feature allows you to get important metrics updates in real time and see how your sales, buying sessions, average order value, and product views are trending throughout the day. Data is updated automatically every 5 minutes, and you can filter sales and product views by product name, product ID, or category.*

Real Time Reports_imageNew real-time report feature in Watson CXA allows you to see how important metrics are trending

  • Flexible reporting provides a new way to create and use ad hoc reports. Designed to increase the speed of creating custom reports, flexible reporting allows making immediate changes to the report easier than having to create a new report or edit a previous ad hoc report using the standard method.  Flexible reporting also helps facilitate deeper analysis by having multiple dimensions breakout within your populated data and segments that filter your data with specific criteria.**
  • Reports can now support multiple currencies, allowing you to select monetary values in your organization's preferred currency.***

*The real-time report feature is currently available only as a limited release. Check with your customer representative for availability.

**Flexible reports are currently available only as a limited release.  Contact your customer representative for availability or to get early access to this feature to provide feedback and help improve this feature.

***Contact your support representative to update your Watson CXA account to reflect the correct currency in your reports.

 

New features for IBM Tealeaf Customer Experience (CX) on Cloud offer increased functionality and improved user management

  • In accordance with General Data Protection Regulation (GDPR), controls have been added to help ensure personal and sensitive data of visitors to your website is protected.
  • Session search now includes archived sessions, allowing you to search and replay exported sessions that have been archived to IBM Cloud Object Storage (COS).

Session Search for archived sessions_image

Session search for archived sessions offers a seamless path to interact with archived sessions
without leaving the Tealeaf on Cloud user interface

 

  • An enhancement to Asset Manager now allows you to view the image files uploaded to Native Replay, providing you better visibility in the folder structure and the ability to delete and download files from the Images folder on the IBM Tealeaf on Cloud file system.
  • The sub-search functionality has been extended, allowing you to search for specific words or phrases that appear in the session itself and to go directly to the pages and steps that contain the searched term.
  • Improvements in utilization for KPI and Process reports allow you to now run an existing KPI or Process report against a different application without having to recreate the report.
  • A new type of Event to detect when two or more events occur in sequence can now be created, offering you increased functionality in your event reporting.
  • Compare Event count instance data to data averages overtime with the new Rolling Data feature that provides additional insight on a metric performance over time.
  • A new Refresh capability has been added to the Replay user interface, allowing you to manually refresh the replay and ensure you are viewing the most up-to-date replay of a customer’s session.


IBM Digital Analytics (DA) enhancements provide increased ease of use and improved visibility

  • In support of the General Data Protection Regulation (GDPR), the various enhancements have been added to offer more protection when collecting and storing personal information.
  • With IBM Support migration to a new support portal, all links from IBM Digital Analytics to support have been updated to direct you to the new portal.
  • Standard reports can now be added to an ad-hoc workspace for easier viewing and use, and the reports can be viewed/surfaced in any of your ad-hoc workspaces.
  • More control over displaying trend lines is available, as you can choose alternative dimension values between different chart modes and the report will remember these values when you switch to another mode.
  • All admins can now create and manage their own Custom Marketing channels, and once a custom channel is created it can be used immediately in the Marketing Channels (Beta) Report.

 

Learn more about the benefits!

With the current updates, and more to come, learn more about how the new UI for IBM Digital Analytics and IBM Tealeaf on Cloud can help you to optimize on your digital marketing efforts and position you to more easily adopt Watson Customer Experience Analytics (CXA) to improve customers’ experience across your website.

Explore the new features in IBM Tealeaf on Cloud by clicking here

Understand more about the enhancements offered in IBM Digital Analytics by clicking here 

Join us on May 24th for a webinar, "Delivering Great Customer Experiences with Broadway’s Bat Phone,” to learn how IBM Business Partner Pereion Solutions and Watson Customer Experience Analytics help the Shubert Organization to gain greater visibility into online activity and to offer their customers a great experience buying their Broadway tickets.  Register and reserve your spot by clicking here.  

If you would like assistance in helping your company take advantage of IBM Watson Customer Experience Analytics, request a demo or download our new Watson CXA eBook by clicking below. 

 Learn more about Watson Customer Experience Analytics            Watson, Can you help improve digital experience ebook

Topics: IBM Digital Analytics, Watson Customer Experience Analytics, Watson CXA, IBM Tealeaf Customer Experience (CX) On Cloud

GDPR is Coming! Get Ready with an IBM Digital Analytics Health Check

Posted by Steven Perry

Tue, Apr 3, 2018 @ 07:04 AM

General Data Protection Regulation (GDPR) will go into effect on May 25th, so if you are an organization with customers, vendors and partners in the European Union (EU), you will want to ensure that the way you collect, store, and manage their personal data complies with the new regulation.   Designed to give individuals better control over their personal data and establish a single set of data protection rules across Europe, GDPR signals a critical turning point in the way organizations across the globe will need to approach data privacy – providing both challenges, as well as opportunities, for your business.  

As you work towards becoming GDPR compliant, performing a GDPR health check on your IBM Digital Analytics (DA) solution is beneficial in preparing for your GDPR readiness.

 

Analyze the personal data you collect

The protection of personal data is the core of GDPR, and personal data under GDPR is any information relating to an identified or identifiable person and can include online identifiers, such as contact information, email address, IP addresses, and other unique identifiers.  With the strict rules established for safeguarding this personal data, it is critical for you to identify the customer information you are collecting, understand how the information is being used by your company and recognize who has access to the information across your organization.   

As tags are the primary means for collecting online data and gathering behavioral information about your customers and site visitors, an effective GDPR health check should include performing a tag audit to evaluate the tags used on your website.   Implemented properly, a tag audit can help you isolate specific tags and attributes that are being used to collect different kinds of customer data and how they data is being used.  In addition, efficient management of tags on your site can assist you with maintaining proper control and processing of personal data, as well as assist with offering the required consent or opt-out provision to individuals, which is a key part of GDPR. 

 

Align your DA reporting to GDPR compliance

Conducting a report review to examine personal data is important for understanding and developing an inventory of what personal data you are collecting.  At the same time, if you are looking to migrate to the new IBM Digital Analytics User Interface, now is also the perfect time to eliminate your older dated reports and create updated ones in the new UI that fully support your GDPR compliance plans. 

 

Get ready for GDPR!

The GDPR deadline is right around the corner, and it is critical that you have a view of what personal data you collect on customers to effectively prepare for GDPR compliance.   Now that you know what you need, let us help you make the process easier.

 

Pereion Solutions Gold Business Partner Mark

With expertise in IBM Digital Analytics and Watson Customer Analytics 
Pereion Solutions can help you prepare for GDPR

 

As an IBM Gold Partner with deep expertise in IBM Digital Analytics and Watson Customer Experience Analytics, we can assist you with a DA Health Check to put you on a successful path to GDPR readiness.  IBM has made available a Watson Marketing GDPR readiness site with additional information on GDPR readiness that you can find here. To request a consult from Pereion Solutions and discuss how a Digital Analytics Health Check can help prepare for GDPR, just click on the tile below. 

 

Digital Analytics Health Check

 

Topics: Coremetrics, IBM Digital Analytics, General Data Protection Regulation, Watson Marketing

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

What’s New in IBM Tealeaf Customer Experience on Cloud and IBM Digital Analytics?

Posted by Steven Perry

Tue, Dec 19, 2017 @ 07:12 AM

A number of new features have been introduced for Tealeaf Customer Experience (CX) on Cloud, Watson Customer Experience Analytics (CXA) and IBM Digital Analytics, including several that provide significant improvements and capabilities in analyzing struggle and managing your customer data.   Let’s take a closer look at a few of the most important enhancements over the last quarter.

 

Major upgrades to Struggle Analytics provide expanded views on struggle

Just released, version 2.0 of Struggle Analytics in Tealeaf CX on Cloud and Watson CXA incorporates a new struggle factor named UI element that detects issues pertaining to interaction with UI elements on specified pages that might indicate a sign of visitor struggle.  If repeat interaction is detected, such as a visitor repeatedly clicking on or in a UI element or spending an inordinate length of time interacting with a UI element, struggle data related to the interaction with the UI element is added to the detailed view of the page with struggle for your further review and analysis.   

 

What's New Q4_image 1.jpg

Struggle Analytics now includes struggle detection for UI elements

 

A new and improved user interface (UI) that makes it easier for you to interpret and act on struggle data has also been introduced in Version 2.0 of Struggle Analytics.   New views into struggle data on intuitive UI include:

  • An Overview page presenting a summarized view for the various categories of struggle acts as a portal to expanded and detailed views of struggle detection data.
  • The Overview page includes expanded data views for Triggered struggle events, Pages with struggle, and Repeat patterns in sessions with detailed information of struggle-related data.

 

Maximize the value of your data with Session Data Export capability

Released last month, Tealeaf Customer Experience on Cloud and Watson CXA introduced Session Data Export and Retention capabilities that help you leverage the value of your data and offer increased flexibility in managing your data.   The ability to export your session data provides substantial value to your business by offering:

  • Raw Data Export in CSV format that allows you to selectively export raw behavior analytics data and leverage the data with other analytic tools, empowering your data analysis
  • Long-term Storage Data Export in PDF format that allows you to export and archive complete, replayable sessions you can use for effective resolution of customer disputes, long-term records for audits, investigation of security violations and fraud, and help with regulatory requirements and compliance

 

What's New Q4_image 2 option.png

 

Session Data Export also offers increased flexibility in the management of your data -- you can export data to servers on your premises, store it in IBM Cloud Document Storage or store it with third-party cloud storage like Amazon Web Services.  The ability to filter data helps you find exactly what you are looking for and retain the subset of sessions you need, while the flexibility in reporting allows you to create one-time reports or schedule daily batch jobs.

 

Increased visibility into your data

As part of the release this month, IBM Digital Analytics added some new features that broaden the view of your customer data, including the ability to filter columns by OR criteria, as well as filter by AND and OR criteria.   Additionally, Site Attributes are now available as a new dimension for creating ad hoc reports, and you can now run a Custom Marketing Channels report to help you understand the channels that drive the most traffic and have the best conversion rates for your website.

 

Learn more about the benefits!

With the current enhancements, and more to come, now is the perfect time to learn more about how the new UI for IBM Digital Analytics and IBM Tealeaf CX on Cloud can help you to optimize on your digital marketing efforts and position you to more easily adopt Watson Customer Experience Analytics (CXA) to improve customer experiences across your website.

 If you would like to explore more about the additional new features introduced or need assistance with helping your company take advantage of IBM Watson Customer Experience Analytics, request a consult or download our new Watson CXA eBook by clicking here or on the tile below.  

To learn about how one company has successfully leveraged Watson CXA to reduce customer struggle and optimize their customers’ digital experiences, visit the IBM case study for Shubert Ticketing by clicking below. 

 

Watson, Can you help improve digital experience ebook                Read the Shubert TIcketing CXA Case Study

Topics: IBM Digital Analytics, IBM Watson Customer Experience Analytics, Watson CXA, Tealeaf Customer Experience on Cloud, Struggle Analytics

What’s New in IBM Digital Analytics and IBM Tealeaf on Cloud?

Posted by Steven Perry

Tue, Oct 3, 2017 @ 07:10 AM

Released in August, the current enhancements for IBM Digital Analytics and IBM Tealeaf on Cloud offer refinements in reporting and improvements in usability that provide a more enriched user experience. Let’s take a more detailed look at what’s new.

Enhancements to new UI for IBM Digital Analytics

Here are some of the features offering enhanced reporting and increased efficiency:

  • A new Cross Sold Product Report offers insight into product affinities.
  • The Page Categories and Product Categories reports have been expanded to support 15 levels of page or product categorization.
  • Ability to schedule a recurring ad-hoc report to run on a quarterly basis.
  • Ability to download and email your reports in the native Excel format.
  • Type-ahead functionality is now available in report filters.
  • Content in exported and emailed report files will translate into your local language selection when switching to another language.

New Release_IBM Digital Analytics.png

New Cross Sold Products report in IBM Digital Analytics


New features in IBM Tealeaf on Cloud

Take advantage of new enhancements that offer increased functionality and improved usability.

  • Session search added to the landing page.
  • Improvements to the Report builder user interface that allow you to quickly and easily change the view of your report data.*
  • A new field added to the configuration settings for Snapshot capture.*
  • A new way to delete Tags directly from the left panel of the Event Manager.
  • A redesigned user interface for Alerts for enhanced usability.
  • Improved highlighting for Replay that incorporates an overlay method of highlighting.

* Standard and Premium Editions only

 

Advancements in IBM Watson Customer Experience Analytics (CXA)

For users already enjoying the advantages of increased visibility into customers’ journeys and experiences offered with Watson (CXA), there are additional new benefits introduced with this release. 

  • Save journey-level audiences in addition to saving audiences at the report level and at the attribute level.
  • Updates to the In-store channel where in-store purchase data is now included in revenue KPIs in journey reports, mindsets, and on the Overview dashboard.
  • Better labeling for event attributes in mindsets.

New Release_Watson CXA.png

New ability to save journey-level audiences in IBM Watson CXA

 

Learn more about the benefits!

With the current updates, and more to come, learn more about how the new UI for IBM Digital Analytics and IBM Tealeaf on Cloud can help you to optimize on your digital marketing efforts and position you to more easily adopt Watson Customer Experience Analytics (CXA) to improve customers’ experience across your website.

Understand more about the enhancements offered in the new UI for IBM Digital Analytics by clicking here  or view a learning video here

Explore the new features in IBM Tealeaf on Cloud by clicking here.

Ready to start with delivering exceptional customer experiences? Our new Watson Customer Experience Analytics (CXA) eBook highlights the top 10 use cases and formulas for success with step by step processes for getting started with effective digital analysis and optimized customer experiences using Watson CXA.  Watson CXA provides a set of capabilities contained within IBM Digital Analytics and Tealeaf on Cloud combined.  If you would like assistance in helping your company take advantage of IBM Watson Customer Experience Analytics, request a consult or download our new Watson CXA eBook, please click below.     

               Watson, Can you help improve digital experience ebook             Learn more about Watson Customer Experience Analytics                       

Topics: IBM Digital Analytics, Watson Customer Experience Analytics, Watson CXA, IBM Tealeaf on Cloud

Tealeaf as a Service for IBM Digital Analytic Customers

Posted by Steven Perry

Mon, Oct 19, 2015 @ 07:10 AM

IBM Digital Analytics, formerly Coremetrics, is going through a needed refresh.  The beta version of the new release is currently available for all IBM Digital Analytic customers. While the beta version is still limited, there are already some emerging features and functionality that are much improved.  Such as:

  • Top line metrics reports that are easier to use
  • More flexibility in date ranges and segmentation
  • Shared work spaces

One of the unique and interesting additions to the Digital Analytics beta is the Ghostery Tracker Map Integration.  This allows you to easily view and analyze the third party tags on your pages, evaluating both the prevalence and latency of those tags.  Excessive and unwanted tags can create a number of problems, including poor customer experience, privacy compliance issues, and wasted time of the web operations team. 

At the same time, Tealeaf CX has been released in SaaS version that is called IBM Customer Experience on Cloud.  This Tealeaf SaaS version does not provide all of the functionality of the on premise version of Tealeaf (which has been around for a decade), however it is much simpler to deploy and  is less expensive to purchase and implement.  For IBM Digital Analytics customers in particular this represents a great opportunity.  The User Interface between the beta version of IBM Digital Analytics and Tealeaf SaaS is the same and it is easy to see how IBM can fully integrate these two offerings.  While full integration is not currently available, IBM has said the short term roadmap includes full bidirectional export capability of session segments between offerings.  It is possible to export segments from Tealeaf SaaS to the Digital Analytics beta today. 

IBM Tealeaf Customer Experience on CloudTealeaf SaaS Screenshot

IBM Digital Analytics customers with Tealeaf SaaS will be able to easily apply Tealeaf capabilities to their Digital Analytics segment analysis all with a common user interface.  A real simple example would be to export a top line metric report out of IBM Digital Analytics, such as cart abandonment, and leverage the capabilities of Tealeaf to understand why customers are abandoning.  Tealeaf's unique strengths are the ability to apply segmentation, robust session analytics, and session replay to fully understand customer experience and customer behaviour on web and mobile properties.  This will provide a unique and integrated set of capabilities to existing IBM Digital Analytic customers that may have considered leaving the platform. 

IBM Tealeaf Customer Experience on Cloud(SaaS) is also a new offering and it is rapidly evolving.  In addition to the current capabilities, by early next year alerts and heatmaps should be available which will provide another level of capability and functionality for existing IBM Digital Analytic customers.

Honestly there has not been alot of innovation around IBM Digitial Analytics in the past couple years.  With the new IBM Digital Analytics beta and the new Tealeaf SaaS offering the time is right for IBM Digital Analytic customers that are truly interested in understanding web and mobile customer experience and improving their customer engagement to add Tealeaf capabilities.  If you are interested in learning more about the opportunities to pair IBM Digital Analytics and Tealeaf SaaS click below. 

Request Information on Tealeaf SaaS  for IBM Digital Analytic CustomersIBM Advanced Business Partner

Topics: IBM Tealeaf, IBM Digital Analytics, Tealeaf SaaS

IBM Digital Analytics Benchmark Provides Online Customer Insights

Posted by Greg Jackman

Tue, Nov 25, 2014 @ 08:11 AM

It's difficult enough to gather analytic data about your own customers and their journey on your website. But when it comes to understanding your digital customers, you also need to understand them in the context of what is going on in the industry and how your site or sites compare to the marketplace. IBM Digital Analytics Benchmark reporting provides insights on the broader market this holiday season by pulling digital analytic data from key dates for over 1,000 retail websites in the United States, Australia, and United Kingdom.

IBM ExperienceOne’s IBM Digital Analytics Benchmark Hub provides digital marketers with real-time, cloud-based retail data and analysis. This includes special alerts on Thanksgiving, Black Friday and Cyber Monday.

Here are some interesting metrics based on online shopping metrics from this past weekend, Alert: Early bird shoppers stuffed their checkout carts last weekend on shopping transactions from Saturday, 11/22 - Sunday, 11/23: 

  • Online sales were up 18.7% over the same two-day period in 2013.
  • Mobile traffic accounted for 48.8% of all online traffic, an increase of 24.4% YoY.
  • Desktop traffic accounted for 51.2% of all online traffic and 73.4% of all online sales. More money was spent on desktops than mobile.
  • The hottest retail category right now is Home Goods with weekend total online sales growth 20% over 2013.


One of the primary features of this hub is the IBM ExperienceOne Benchmark Live. This online sales tools tracks real-time, industry analytics this holiday season such as:
  • Online traffic
  • Average order value
  • Conversion rate
  • Average page views per session
  • Bounce rate
  • Shopping cart abandonment

Click on the button below to use IBM ExperienceOne Benchmark Live to see how your customer analytics compare and rank amongst the industry's averages:


IBM ExperienceOne Benchmark Live

 

In addition to the live benchmark analytic data and the alerts on key dates, the IBM Digital Analytics Benchmark Hub provides additional tools, reports, and news feeds for digital analytics reporting this holiday season. You’ll learn about customer/digital analytics stories that build loyalty and drive revenue, so you’re able to better understand your own customers and improve your customer engagement and conversion rates. In this hub, you’re also able to customize and download resources that give you access to online shopping trends.

I recommend you download the 10 Customer Analytics Success Stories That Deliver Results ebook containing the stories of how 10 clients used customer insights to deliver a personalized, real-time brand experience that engaged their customers, and increased conversions and revenue. These are great examples of best practices and will help you to plan ahead and optimize your customer experiences to keep pace with competition, especially during the holiday season.

For fun, check out The Lost Ones, a satirical video on how IBM Tealeaf can help you improve your online customer experience and avoid cart abandonment issues.

Take advantage of the IBM Digital Analytics Benchmark data, it will provide additional insights beyond your own digital analytics. If you would like to discuss how to apply the Digital Analytic Benchmark data to your business, please feel free to leave a comment below or you can also contact us at slperry@pereion.com.

Topics: Marketing Analytics, Customer Experience Management, IBM Tealeaf, IBM ExperienceOne, Digital Marketing Optimization, IBM Digital Analytics

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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