Pereion Solutions Blog

Pereion and Tealeaf at Forrester CX NYC

Posted by Kristin Bonazoli

Tue, Jun 18, 2019 @ 07:06 AM

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

Tealeaf provides valuable Customer Experience data-driven insights 

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

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

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

Learn more about the robust capabilities of Tealeaf

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

 

Download Tealeaf Use Case Deck or Request a Consultation CLICK HERE

 

Data Driven Customer Experience with Tealeaf, on-demand webcast

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

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

IBM ExperienceOne Forums Highlight Tealeaf Best Practices

Posted by Greg Jackman

Tue, Oct 21, 2014 @ 08:10 AM

Pereion Solutions recently sponsored two IBM ExperienceOne Customer Forums, one in San Francisco and one in Boston. Both events included robust discussions on Customer Analytics and specifically best practices in leveraging IBM Tealeaf to help companies improve digital customer experience across web and mobile.

IBM ExperienceOne Customer Forums image2 resized 600

Karen He, a Product Manager for IBM Tealeaf just wrote an IBM SmarterCommerce post about marketing optimization and customer experience best practices: Enhancing customer engagements through customer experience best practices based on these customer events. In the blog, she discusses our conversations around IBM Customer Analytics and Tealeaf, including Pereion’s partnership with SiteSpect, a premier provider of an A/B and Multivariate testing platform. This partnership includes a private cloud implementation of IBM Tealeaf with the SiteSpect Cloud platform. To learn more about this offering, please click here.

During both IBM ExperienceOne forums, there were presentations and discussions on Tealeaf Best Practices, including a Tealeaf Maturity Model on Best Practices from initial implementation through advanced use cases as well as sessions on Tealeaf CX Mobile Best Practices and Call Center Best Practices. The sessions included:

  • Best Practices in Identifying and Resolving Customer Struggle with IBM Tealeaf
  • Delivering Superior Mobile Customer Experience: Demonstration Showing How Leading Companies are Improving their Mobile Apps with IBM Tealeaf
  • Tealeaf in the Call Center: Reduce Costs and Improve Customer Satisfaction

 

IBM Tealeaf Maturity Model

For existing Tealeaf software users, IBM presented a maturity model of best practices to improve the customer journey, and maximize Tealeaf’s potential. The model highlighted the following steps:

  • Customer Experience Investigation
  • Monitoring Known Issues
  • Monitoring Site Processes
  • Measuring Customer Experience Key Performance Indicators
  • Advanced Business Impact Analysis
  • Voice of Customer Investigation

 

IBM Tealeaf CX Mobile Best Practices

The Tealeaf CX Mobile solution captures, stores and analyzes the customer experience to optimize your mobile channel giving your customers the power of Tealeaf’s customer experience management solutions for mobile websites. This includes the following Tealeaf CX Mobile capabilities:

  • Capturing user data for mobile websites to obtain complete mobile visibility.
  • Developing an early warning system to discover mobile application failures and usability issues, leading to unsuccessful transactions and cart abandonments.
  • Real-time drag and drop analysis of the mobile user’s behavior to quantify business impact and segmentation.
  • Identify errors in customers’ mobile sessions with ad hoc discovery and segmentation without tags.

 

Call Center Best Practices with IBM Tealeaf

How many customers contact your call center when experiencing an obstacle on your website? How long does it usually take to accurately understand the issue and identify the actual problem? Tealeaf software streamlines these business processes for your call center. Tealeaf’s best practices for customer service optimization in the call center include:

  • Offering instant customer session access to call center agents to walk through customer sessions, increasing customer service effectiveness.
  • Protecting online customer interactions records to resolve customer disputes quickly and accurately.
  • Providing online self-service options that reduce calls to the contact center, decreasing costs, and optimizing web and mobile channels.
  • Training your customers about online processes to avoid future calls, decreasing costs.

 

For a thorough analysis of the potential benefits of IBM Tealeaf for your business and a discussion about Tealeaf best practices in improving Customer Experience Management please click on the button below.

IBM Tealeaf Business Assessment 

To learn more about Tealeaf software, click on the "What is IBM Tealeaf" button below.

 

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Topics: Pereion Solutions, Marketing Analytics, IBM Mobile Customer Engagement, Customer Experience Management, Tealeaf Software, IBM Tealeaf, Tealeaf competitors, tealeaf web analytics, Tealeaf best practices, tealeaf analytics, IBM ExperienceOne, IBM Tealeaf Partner, Tealeaf technology, Tealeaf IBM, IBM Tealeaf CX Mobile, IBM Tealeaf Call Center

How Do We Get Started with Mobile Marketing?

Posted by Greg Jackman

Mon, Jul 21, 2014 @ 09:07 AM

Not sure where to get started with mobile marketing? You’re not alone. But there’s an easy way:

 

Create an IBM Mobile Web Push campaign in a few minutes.

 

You don’t need to go out and create and develop your own application. Mobile Web Push is simple. It’s a great, low-cost way to get started with mobile marketing, so you’re able to provide relevant messages to your mobile audience as soon as possible.

 

Mobile marketing with IBM Mobile Customer Engagement solutions sends your mobile customers and prospects highly relevant, targeted push notifications, in real-time, based on reliable digital analytics, engaging them at the optimal time and place.


You’ll also want to target your messages based on your user’s behavior. For example, if the user is searching for information on a particular product or solution, you’re able to send them a push notification that includes a video of that product or solution.

Benefits of Mobile Marketing:

  • Enriches your customer relationship by personalizing their web experience
  • Capitalizes on the increasing use of mobile devices in the hands of consumers
  • Engages your mobile consumers with relevant offers and alerts
  • Increases your customer conversion rates, revenue, and brand loyalty
  • Tracks and reacts to the user’s action patterns in real-time
  • Optimizes your promotions by time, language and global location

 

IBM Mobile Push Notifications can be delivered to your mobile audience in two ways:

1. IBM Mobile Web Push communicates with your mobile users via mobile websites.

2. IBM Mobile App Push communicates with your mobile users via mobile apps.

 

IBM Mobile Web Push

As I mentioned before, Mobile Web Push is the easiest starting point. It can be seen on either a mobile device or a desktop. It empowers marketers to send notifications without the complications of a CMS, IT involvement, or hard coding to your website. All of the notifications are managed in a dashboard specifically designed for marketers. With IBM Mobile Web Push, you’re able to:

  • Build and execute a push campaign in minutes
  • Drive and track measureable actions on your website regardless if your customer is using a desktop or mobile device
  • Increase conversion rates based on visitor frequency and time spent on your webpages
  • Target repeat visitors with up-sells
  • Cut down on your website’s bounce rates with timely offers
  • React to users actions such as: clicks, purchase histories, leaving a page, or cart abandonment

 

IBM Mobile App Push

If you decide you want your customers to be able to use a mobile application to receive your messaging, use Mobile App Push. You’ll be able to:

  • Provide your customers with a notification inbox within the app so they’re able to view all  notifications at their convenience
  • Send messages to users that may not have opted into your offers
  • Optimize your app revenues by segmenting your customers
  • Improve your average purchase value with targeted promotions by app usage

The most efficient way to employ Mobile App Push is to exercise all 3 of these campaign types at once: Broadcast, Narrowcast, and 1:1 Cast.

 

All that said, we still recommended starting out your mobile marketing plan with a simple Mobile Web Push campaign. They reach more of your mobile audience, will only take a few minutes to set up, and costs relatively next to nothing. It’s just as easy as sending out an email to a colleague!

 

Mobile Marketing: IBM Mobile Web Push

 

To learn more about IBM Push Notifications or other mobile marketing features and benefits, please visit our Mobile Marketing: IBM Mobile Customer Engagement page.

Or contact us directly at slperry@pereion.com to discuss your mobile marketing options.

 

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Topics: Pereion Solutions, Marketing Analytics, Mobile Marketing, IBM Mobile Web Push, IBM Mobile App Push, IBM Mobile Customer Engagement, Customer Experience Management

About this blog

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

Download the Tealeaf Use Case eBook

Pereion Learning Paths Portal

 Read the Shubert TIcketing CXA Case Study

 

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