Pereion Solutions Blog

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

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

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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