Pereion Solutions Blog

Infuse More Intelligence into Marketing Campaigns with Watson Customer Experience Analytics

Posted by Steven Perry

Tue, Oct 30, 2018 @ 07:10 AM

Achieving increased added intelligence from customer behavior and applying it to automated marketing campaigns is every marketers goal. With Watson Campaign Automation (WCA), you already know you are delivering impactful campaigns by leveraging its insights and capabilities. By infusing AI-powered Watson Customer Experience Analytics (WCXA), you can inject even more intelligence into your marketing campaigns with deep customer insights that will produce improved segmentation and better yields.

Advanced Analytic Capabilities to Boost your Marketing Efforts

By integrating Watson Campaign Automation (WCA) and Watson Customer Experience Analytics (WCXA), you are able to leverage the analytic capabilities of Watson CXA.  Watson CXA provides a robust set of analytic capabilities based on the customer journey and user experience.  Watson CXA’s advanced analytic capabilities include:

  • Journey Analytics provide you with an aggregate view of the customer journey across time, devices and channels. Presenting you with valuable insight that you can leverage to quickly resolve potential issues, increase conversions and optimize every journey to create loyal customers.

Journey-1


  • Behavior Analytics helps you visualize and understand user experience; it displays and captures customer data through heat maps, session replays and form analytics. These capabilities can quickly identify areas of customer struggle and enable you to remarket to customers who may have abandoned based on user experience issues.

Heat Map Image_1-2

 

  • Struggle Analytics allows you to rapidly detect and analyze customer struggle on your website in real time. It works to recognized patterns or repetitive activity that could indicate customer struggle and provides the ability to quickly identify issues that cause customer friction. By detecting your customer struggle points, you can swiftly take corrective action to rectify issues, uncover areas of opportunity and optimize your customer experiences.

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  • Geospatial Analytics recognizes and assists you in understanding where geographically customers are engaging or struggling with your business. This aids in identifying key geographical areas for improvement and allowing you to make more informed business decisions on a global level.

Geospatial image_test cut

 

Integrated Customer Data to enhance Marketing Campaigns

Using IBM’s Universal Behavior Exchange (UBX) you can easily share data between Watson Campaign Automation (WCA) and Watson Customer Experience Analytics (WCXA). By passing data from Watson Campaign Automation you provide critical data to build customer journey reports.  Conversely, passing data and audiences from WCXA to WCA enables automated campaign execution based on insights developed through WCXA. 

Optimize Customer Journeys with Watson Experience Analytic

The key to a successful customer journey is having the appropriate data to better understand your customer. By leveraging AI powered Watson Customer Experience Analytics (CXA), you achieve a greater understanding and view of how customers interact in journeys across time, devices and channels. It supplies you with meaningful insight into your customers’ interactions, so you are well equipped to quickly resolve potential issues, increase conversions and optimize every journey to create loyal customers. Allowing you to make better, faster and smarter business decisions across customer touch points and recognize a return on investment (ROI). Learn more about enhancing the customer journey by downloading a copy of the IBM’s Whitepaper, “How to use Customer-Level Data to Supercharge Customer Journeys”, by clicking here. 

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Gain the insights you need to enhance customer journeys, boost conversions and maximize lifetime customer value by downloading our eBook, “Watson, Can You Help Improve Digital Customer Experience?”. Our eBook is a compilation of the top 10 use cases you can apply to improve your digital intelligence and optimize your overall customer journeys. Put customer insights work with IBM Watson CXA. Please click the tile below to download the eBook.

Watson, Can you help improve digital experience ebook

Topics: Pereion Solutions, Marketing Analytics, Customer Experience, Watson Customer Experience Analytics, IBM Watson Customer Experience Analytics, Watson CXA, Marketing Optimization, customer journeys, actionable insight, Watson Marketing, Watson Campaign Automation, Silverpop, IBM Universal Behavior Exchange (UBX), customer insights, Watson CXA Use Cases, user experience, Watson CA, wcxa, wca

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

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

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.

 

Pereion Logo   IBM Tealeaf   Pereion Solutions Blog

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

Jumpstart Your IBM Digital Analytics Capabilities With IBM Tealeaf

Posted by Greg Jackman

Wed, Sep 24, 2014 @ 08:09 AM

As an IBM Digital Analytics customer you have great web analytics and metrics on web and mobile website traffic, so why should you evaluate IBM Tealeaf?

IBM Tealeaf has the ability to provide a tremendous ROI for companies looking to improve their online customer experience. A Forrester Economic Impact study, Total Economic Impact: Building a ROI for Qualified Prospects to Quantify the Tealeaf Value Proposition, estimated the ROI to be 512% with a payback of 2.6 months.1 The real value of IBM Tealeaf web analytics is that you’re able to gain qualitative insight into understanding why your customers behave the way they do. You can combine that information with the quantitative metrics you receive from IBM Digital Analytics. You will have the ability to quickly identify customer struggle, visualize the issues your customers may be encountering, and optimize your online business processes.

So how do you get started in IBM Tealeaf to optimize your business processes, reduce complexity for your customers, and improve productivity? Pick your most critical process and get started. The heart of this jumpstart offering is that we will work with you to identify a single business process that is critical to your web and mobile presence, such as:

  • Checkout
  • Search & Browse
  • Registration
  • Policy Quotes

The key is to focus on creating events for each step in the business process. By mapping out each step of your process, you can breakdown and see where each customer may have struggled. By segmenting these customer sessions and replaying key elements of these sessions you can identify the critical issues and build plans to fix any breakdowns in customer experience that are causing customer struggle. IBM Tealeaf goes beyond the capabilities of traditional web analytics to show you exactly who did what, when, how, so you can visualize the real issues across the entire customer interaction.

In addition, Tealeaf has extensive digital analytic reporting that you’re able to develop and link directly to a customer’s critical processes. You’re able to utilize a combination of Alerts, Key Performance Indicators, Top Mover reports and Business Process Scorecards to give you a complete view of your digital customer experience. Ultimately, Tealeaf enables you to:

  • Increase your customer retention and conversion rates
  • Generate more revenue with more successful transactions
  • Provide a positive customer experience
  • Gain full visibility into customer struggle without interrupting customer behavior or site performance with tagging
  • Resolve system issues and customer obstacles

While IBM Tealeaf works with other web analytics solutions as well, we are focused on making it easy for IBM Digital Analytics customers to get started. We have packaged a “jumpstart” offering to enable you to get started with IBM Tealeaf and focus on your most critical online process. This jumpstart offering includes:

  • IBM Tealeaf Software (including CX, cxImpact, cxView modules)
  • Hardware Infrastructure
  • Tealeaf Implementation Services
  • Tealeaf Integration with IBM Digital Analytics
  • Initial setup for one business process

Click below to see the great savings you'd receive by getting started with IBM Tealeaf this year. This offering provides significant discounts on the IBM Tealeaf software, for existing IBM Digital Analytics customers, and includes everything you need to get started enabling you to get an immediate payback on your investment!2

Jumpstart Your IBM Digital Analytics Solution with IBM Tealeaf

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

To contact us directly, please send an email to slperry@pereion.com.

 

Pereion Logo IBM Tealeaf Pereion Solutions Blog

 
1 Total Economic Impact: Building a ROI for Qualified Prospects to quantify the Tealeaf Value Proposition, IBM Corporation, 2012.
2Only existing IBM Digital Analytics customers are eligible for this offering and must be pre-approved by Pereion Solutions and IBM. Pereion reserves the unconditional right to determine customer eligibility.

Topics: Pereion Solutions, Marketing Analytics, Customer Experience Management, Tealeaf Software, IBM Tealeaf, Tealeaf competitors, tealeaf web analytics, Tealeaf best practices, Marketing Technology, tealeaf analytics, IBM ExperienceOne, IBM Tealeaf Partner, Tealeaf technology, Tealeaf IBM, IBM Enterprise Marketing Management, Digital Marketing Optimization, IBM Digital Analytics

Pereion is a Partner Sponsor of IBM ExperienceOne Customer Forums

Posted by Greg Jackman

Tue, Sep 16, 2014 @ 09:09 AM

Pereion Solutions will be a partner sponsor at two IBM ExperienceOne customer forums: Boston and San Francisco. These complementary forums will feature IBM product demonstrations and best practices for IBM Tealeaf, IBM Digital Analytics, Mobile, and Omni-Channel Marketing. IBM customers will also be delivering use case presentations to share their experiences and provide additional insight.  

We are very excited to participate in these IBM ExperienceOne forums. Each day will consist of hands-on learning, network, and strategic insight, all focusing on deepening your customer engagement. The dates and locations of the two forums are:

1. San Francisco - Thursday, October 9, 2014:
    Sir Francis Drake, a Kimpton Hotel

    450 Powell Street
    San Francisco, CA 94108

2. Boston - Thursday, October 16, 2014:
    Metro Meeting Center
    101 Federal Street, 4th Floor
    Boston, MA 02110

The agenda for these forums is as follows:

8:30-9:00 - Welcome Breakfast & Registration
9:00-10:00 – Keynote: The Road Ahead ExperienceOne
10:00-10:45 – Guest Speaker
10:45-11:00 – Break
11:00-12:00 – Tracks:

             1. Omni-Channel Marketing
             2. Real-time Personalization
             3. Customer Analytics

12:00-1:00 – Lunch
1:00-2:00 – Solution Speed Dating & Technology Updates
2:00-2:30 – IBM Business Partner Product Demos/IBM ExperienceOne Demos
2:30-2:45 – Break
2:45-4:45 – Customer Presentations: Customer Analytics & Omni-Channel
4:45-5:00 – IBM ExperienceOne News & Events
5:00-6:00 – Networking Cocktail Reception/Demos

Pereion Solutions is an Advanced IBM Business Partner delivering IBM ExperienceOne solutions, including IBM Tealeaf and IBM Digital Analytics. As an IBM Tealeaf business partner, we provide you with IBM Tealeaf best practices, event modeling, and analyst services customized to help optimize your digital customer experience. The combination of IBM Tealeaf with IBM Digital Analytics provides you truly unique capabilities to understand the what and why of web and mobile customer engagement.

We will be previewing a new capability at the IBM ExperienceOne Customer Forums that enables clients of IBM Tealeaf and SiteSpect optimization platform to run IBM Tealeaf alongside their SiteSpect Cloud implementation. SiteSpect provides the leading digital optimization platform that enables online businesses to test everything on their websites, without JavaScript tags. This joint implementation capability will truly allow customers to optimize conversion rates and digital customer experience.

We hope to see you at one of these IBM ExperienceOne customer forums!

The registration links are as follows:

IBM ExperienceOne Forum - San Francisco

IBM ExperienceOne Customer Forum - Boston

To learn more about what the IBM ExperienceOne portfolio offers, please feel free to visit our IBM Tealeaf page with a video clip on Customer Experience Management with IBM Tealeaf. You can also download our Digital Marketing Optimization – Customer Engagement Solutions solution brief:

 

Digital Marketing Optimization & Customer Engagement Solution Brief

 

To contact us directly, please send an email to slperry@pereion.com.

 

Pereion Logo Marketing Analytics & Optimization LinkedIn Showcase Page Pereion Solutions Blog

Topics: Pereion Solutions, Marketing Analytics, 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 Digital Analytics

Marketing Plays the Leadership Role in Customer Experience Management

Posted by Greg Jackman

Wed, Aug 27, 2014 @ 07:08 AM

Leading marketing companies are leveraging marketing technology and customer analytics, so that they can play a leadership role in improving customer experience management. Improving customer experience touches many parts of an organization and marketing has a critical role to play.

In the IBM State of Marketing 20131 survey, IBM investigated what the most successful companies are doing from a marketing perspective to keep pace with shifting customer channel preferences. They recommended following these three strategies to enhance the quality of your digital customer experience management:

  1. Integrate & Act on Customer Context:  Understand the context of customer interaction and have the ability to respond accordingly.
  • Adjust real-time offers based on context
  • Use optimization technology across all channels
  • Integrate inbound/outbound and online/offline
  • Systematically Use Customer Insights: Marketing leaders use technology to develop customer insights and act on them in a consistent basis.
    • Conduct analysis of customer insight to discovery causes of problems
    • Apply advanced analytics to determine media spend
    • Detect transaction struggles and take action accordingly
  • Understand the Broader View of Customer Experience: Successful digital marketers recognize the basis and full scope of their customer engagement, so use analytics to drive your actions and create customer relationships that grow and strengthen over time.
    • Track commitments from service interactions
    • Identify and fill execution gaps in brand promise
    • Track customer lifetime value

    The most successful businesses are able to focus on customer engagement by seamlessly integrating across all channels.

    Utilizing tightly integrated cross-channel marketing technology will provide the foundation to improve customer experience management. Customer insight becomes the catalyst for managing and taking action to improve customer experience. Even for marketing leaders integration challenges remain, like integrating across social and mobile channels. The reward for companies that are able to address these challenges is a demonstrablly higher financial return. 

    With the proper digital marketing technology, you'll be able to evaluate the quality of a customer experience with real metrics. These numbers can be analyzed systematically to determine a monetary value for each of your customer engagements. Ask yourself:

    • How well is my business converting customer interactions?
    • What are the obstacles to purchases and detractors from customer experience?
    • Can we identify and target customers that have abandoned online transactions?
    • Do I have customer analytics that provide a view across the customer lifecycle?

    In the end, the highest performing businesses have a clear view of their end goal. To them, marketing is more than a series of individual sales. It’s an influence, and a responsibility that goes beyond the sales cycle. With cross-channel marketing technology, it brings all your channels and interactions together to deliver a superior, end-to-end customer experience. Digital marketing done effectively will translate into a better experience for the customer, and increase revenue for your business.

    For more information on how marketing technology can enable a better customer experience, please download the IBM Whitepaper: How Marketing is Taking Charge: Leading the Customer Experience:

    IBM Whitepaper: How Marketing is Taking Charge: Leading the Customer Experience

    To learn about IBM Tealeaf Customer Experience Management offerings, please see:

    IBM Tealeaf 

    To contact us directly, please send an email to slperry@pereion.com.

     

    Pereion Logo Marketing Analytics & Optimization LinkedIn Showcase Page Pereion Solutions Blog

    1The State of Marketing 2013, IBM's Global Survey of Marketers, 2013.

    Topics: Pereion Solutions, Marketing Analytics, Customer Experience Management, Tealeaf Software, IBM Tealeaf, Marketing Technology, tealeaf analytics, IBM Tealeaf Partner, Digital Marketing Optimization

    Pereion Solutions Becomes IBM Advanced ExperienceOne Business Partner

    Posted by Greg Jackman

    Tue, Aug 12, 2014 @ 08:08 AM

    Pereion Solutions recently qualified as an IBM Advanced Business Partner based on our expanded certifications to sell and support the IBM ExperienceOne portfolio, including: 

    • Digital Analytics
    • Tealeaf Customer Experience Management
    • Mobile Customer Engagement
    • Silverpop Marketing Platform

     

    IBM Advanced Business Partner 

     

    We are continuing to invest in skills, resources, and capabilities around the IBM Tealeaf and Digital Analytics offerings. Pereion Solutions is also now certified as an IBM SaaS Solution Provider, so that we’re able to fully support customers with IBM SaaS based deployments as well as on premise. 

    With the tighter integration of IBM Digital Analytics and Tealeaf that IBM announced this year, we are able to provide a comprehensive set of customer analytic capabilities to clients ranging from standard digital analytics, to improving customer experience by addressing customer challenges in completing online business processes or transactions.

    As a Tealeaf business partner we play several roles for clients, including Tealeaf business analyst or Tealeaf integrator. We’re able to leverage products like cxLifecycle which help integrate a longer view of customer engagement and provide a more integrated view of digital or mobile analytics with greater visibility into online customer experience.

    Our focus is on helping clients understand key online business process or transactions, then setting up the correct level of event reporting and analysis that will allow you to identify and improve the key website or mobile inhibitors customers may encounter. 

     

    Need Help with IBM Tealeaf and IBM Digital Analytics?

    We’re dedicated to assisting clients fully exploit IBM Tealeaf and IBM Digital Analytics, including implementing IBM Tealeaf and IBM Digital Analytics, as well as enabling Tealeaf business analysis and IBM Digital Analytic reporting.

    If you’re interested in learning more about Tealeaf and Tealeaf best practices, please read the blog: 12 Best Practices to Improve Customer Experience with IBM Tealeaf.

    To find out more on IBM Tealeaf Customer Experience Management offerings see our IBM Tealeaf page and IBM Tealeaf Resources page.

    To contact us directly, please send an email to slperry@pereion.com.

     

     

    Topics: Pereion Solutions, Marketing Analytics, Customer Experience Management, Tealeaf Software, IBM Tealeaf, Tealeaf competitors, tealeaf web analytics, Coremetrics, Tealeaf best practices, tealeaf analytics, IBM ExperienceOne, IBM Tealeaf Partner, Tealeaf technology, Tealeaf IBM, Digital Marketing Optimization, IBM Digital Analytics

    New cxLifecycle Offering Enhances Your IBM Tealeaf Implementation

    Posted by Greg Jackman

    Mon, Jul 28, 2014 @ 08:07 AM

    If you’ve implemented IBM Tealeaf, you already understand the value it brings in improving the buying experiences for your customers. cxLifecycle extends that value of your IBM Tealeaf investment.

     

    IBM Tealeaf cxLifecyle is a SaaS offering that enhances the value of your IBM Tealeaf platform by integrating quantitative and qualitative data to improve your customer’s digital experience.

     

    cxLifecycle gives you the ability to run all customer analytics seamlessly. By adding ad-hoc and conversion analytics capabilities to Tealeaf, you have complete control over managing your customer’s lifecycle. With visibility into how your programs, channels, products or solutions influence customer behavior, you’re able to optimize their experience.

     

    3 Key Benefits of cxLifecycle

    1. Run quantitative and qualitative analytics to understand your customer’s behavior.
    2. Influences your customer’s journey across the buying cycle.
    3. Reduces your conversion struggles across multiple devices.

     

    We welcome you to download IBM’s whitepaper, Understanding Your Customer’s Lifecycle Journey, for the full story of cxLifecycle, and how it adds value to your IBM Tealeaf implementation.


    3 Advanced Analytical Features of cxLifecyle

    1. Lifecycle Analytics: Web analytics reports provide extensive insight into customer interaction with marketing activities and website content, at every stage of the buying cycle. Within a customer’s journey, it fills in the blanks between conversion events, marketing campaigns, devices, products, and frequency of visits. For example, lifecycle milestones show the number of sessions and/or days it took a customer to reach a specific event.
    2. Ad Hoc Analytics: With the ad hoc reporting tool, the ad hoc data is segmented by channel, geographical location, device, and other characteristics, allowing you to analyze and dissect the qualitative data and derive useful, business insights.
    3. Conversion Analytics: Very detailed data on successful and unsuccessful conversions, including video replay of any customer session. You’re able to quantify the business impact of all conversions by connecting the sessions into one customer experience, giving context to the entire conversion journey.

     

    So let’s put all this into a real-world perspective. What actual problems will cxLifecyle solve for you? What are some specific obstacles cxLifecycle will tackle? Here are 3 real-life challenges IBM Tealeaf users may face, and how cxLifecycle solves them:

     

    Challenge #1: You need to improve sales and conversion cycles with visitor-level reporting on TeaLeaf search results.
    cxLifecycle Solution: Export sessions to cxLifecyle for visitor-level analysis to uncover issues with a certain customer segment.

     

    Challenge #2: You need to simplify deployment and management of tags for Tealeaf.
    cxLifecycle Solution: Reduce your reliance on IT for tag deployment by managing all your website tags using DDX simplifying tag management.

     

    Challenge #3: You need to analyze anomalies on your website and optimize conversions.
    cxLifecycle Solution: Export segment into Tealeaf to reply so you’re able to catch customer struggles causing the longer sales cycles.

     

    To download the Understanding Your Customer's Lifecycle Journey, and/or request a quote or consultation with us on IBM Tealeaf cxLifecycle:

    IBM Tealeaf cxLifecycle Whitepaper OR Request a Quote or Free Consultation

    Or to contact us directly, please send an email to slperry@pereion.com.

     

    For more on the IBM Tealeaf CX platform, you can visit our IBM Tealeaf page as well.

    Topics: Marketing Analytics, Customer Experience Management, Tealeaf Software, IBM Tealeaf, Tealeaf competitors, tealeaf web analytics, tealeaf analytics, IBM Tealeaf Partner, Tealeaf technology, Tealeaf IBM, IBM Enterprise Marketing Management, Digital Marketing Optimization, IBM Digital Analytics

    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 Watson Customer Experience Analytics (WCXA) and Tealeaf software to optimize web and mobile experience.

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