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Several improvements and new features were released in Q2 for Watson Customer Experience Analytics (CXA), IBM Tealeaf Customer Experience (CX) on Cloud and IBM Digital Analytics (DA). In addition, Watson CXA was named a leader in customer experience solutions. Let's take a more detailed look at the latest enhancements.
If you are like most companies today, you are continually striving to gain greater visibility into your customers’ online activity and secure the insight necessary to successfully elevate your customers’ digital experiences. This endeavor entails employing the power of AI in solutions like IBM Watson Customer Experience Analytics (CXA) to help you better understand customer behavior and tapping into the required expertise to effectively transform your data into usable insight to deliver exceptional experiences and create loyal customers.
Customer data is an invaluable asset to your business – one that you want to effectively manage, store and protect. Leveraging the ability to retain session replay and raw data of your customer sessions over an extended period of time allows you to not only perform additional analysis of customer interactions with your business, but it provides you the means to efficiently tap into data you can use to resolve customer disputes, help identify fraud and comply with regulatory audits. Watson Customer Experience Analytics (CXA) provides a unique means to collect vast amounts of CX data, then segment the data to understand customer experience issues. Now Watson CXA also provides the means to retain and manipulate the data in new ways to provide additional use cases to maximize the value of collecting and maintaining CX data. The new Session Data Export and Retention capabilities recently introduced in Watson CXA offer you increased ease and flexibility in managing your data, while providing for longer retention.
Customer Experience Analytic solutions like Tealeaf CX on Cloud and Watson CXA can be powerful tools that provide visibility into your customers’ online experiences and the opportunity to identify areas where your customers may struggle. The challenge can be fully utilizing the tools and ensuring you are getting a return on investment (ROI) from your Customer Experience Analytic solution. Gaining the necessary digital intelligence to effectively optimize business outcomes and create delighted customers can take time, experience and a level of expertise.
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.
