Pereion Solutions Blog

Customer Experience (CX) Analytics Webinar Series

Posted by Kristin Bonazoli

Mon, Dec 9, 2019 @ 07:12 AM

Are you searching for the answer to "why" behind user behaviors in the customer journey?

If so, we can help you find it!  Register now for Pereion Solutions' Customer Experience (CX) Analytics Webinar Series to learn how to combine CX analytics, using Acoustic Experience Analytics (AKA Tealeaf), with traditional web analytics to achieve an in-depth view into customer behaviors that offer valuable insights which can help to create exceptional customer experiences, eliminate struggle and answer the "Why" vs. the "What" in the customer journey.

Pereion's Customer Experience (CX) Analytics Two Part Webinar Series

Pereion Solutions' two part CX Analytics Webinar Series will focus on the business value of customer experience (CX) analytics, using Acoustic Experience Analytics, and explain how to apply advanced CX analytics to move beyond traditional web analytics to gain deep insights and a better understanding of the needs of customers across all digital journeys.  Webinar attendees will learn how CX analytics can answer not only the "what" in the customer journey but also the "why" behind customer behaviors. The webinars will demonstrate the functional value of CX analytics through specific use cases that can help businesses leverage customer experience analytics to improve conversion rates and drive customer satisfaction.
In addition, we will share how companies have been able to yield a 243% return on investment (ROI) and 6 month payback through the deployment of Acoustic Experience Analytics. (ROI and payback information is based on 2019 Forrester’s TEI Study).

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Provided below are details of the January CX Analytic Webinars that include dates and times, subject matter and a link to the webinar registration page.  Click here to register for Pereion's two part CX Analytics Webinar Series and get your answer to the "why" behind customer behaviors.

Customer Experience Analytics – Two Part Webinar Series
Why Move from Traditional Web Analytics to Customer Experience Analytics?
Webinar Registration Link:  https://www.pereion.com/cxanalyticswebinarseries

Part 1 -  Wednesday, 1/8/20 at 12:00pm ET
CX Analytics Webinar - Getting Started and Moving Beyond the Basics

    • Session Search
    • Session-Replay/Analysis
    • Process Conversions
    • Alerts
    • Mobile Analytics
    • Geospatial Analytics

Part 2 - Wednesday, 1/22/20 at 12:00pm ET
CX Analytics Webinar - Leveraging AI and Advanced Analytics

    • Anomaly Detection
    • Struggle Analytics
    • Journey Analytics
    • Search and Page Optimization
    • Voice of the Customer (VOC)

 

Topics: Pereion Solutions, Customer Analytics, Tealeaf SaaS, Tealeaf CX on Cloud, cx analytics, digital experience, tealeaf cx on cloud use cases, Tealeaf, Acoustic, GoAcoustic, Acoustic Experience Analytics, Tealeaf on Cloud

Need to Develop Tealeaf Skills in Your Organization?

Posted by Steven Perry

Mon, Oct 21, 2019 @ 13:10 PM

Tealeaf, now part of the Acoustic Analytics portfolio, is a powerful Customer Experience (CX) analytics offering from Acoustic that can provide invaluable insight into the what and why behind your customers’ behaviors. But, to unlock the solution’s full potential and effectively leverage its robust capabilities does require pertinent skills. As an Acoustic partner specializing in Tealeaf, Pereion Solutions recently launched a learning portal, Pereion Learning Paths, that offers short and easy to navigate education modules which provide entry-level skills to get your organization started on a learning path to uncover actionable insights you can use to digitally transform your business.

Take advantage of the unparalleled opportunity for virtual hands-on training!

To complement the entry-level education offered with our Pereion Learning Paths, Pereion Solutions is pleased to announce the availability of a virtual hands-on Tealeaf on Cloud Training Course. Designed to offer beginner level Tealeaf users in your organization the opportunity to develop intermediate level skills, the course content covers two main learning modules: the Fundamentals of Tealeaf and Basic Event Building. The training is administered by a Pereion Solutions’ instructor and a Tealeaf analyst, and the course material is developed for remote delivery to a single company with 3 to 12 students. The curriculum is estimated at eight (8) hours and is customized to your site and Tealeaf environment.

 

Tealeaf on Cloud Training Class

 

Increase your proficiency and maximize ROI for your organization with Tealeaf CX Analytics

Acquiring the essential skills needed to successfully leverage Tealeaf helps lay a foundation for effective digital analysis by helping you understand your customer behaviors and creating the actionable insight needed to make more informed decisions about your business. By readily using analytic capabilities in Tealeaf, your organization can gain a valuable macro to micro view on user interactions and the opportunity to quickly uncover issues and implement improvements to optimize experiences, providing your business with an invaluable savings of time and money – and realize the planned ROI with your Tealeaf CX Analytics solution.

Ready to take the next step in developing your organization’s analytic skills?

To learn more about the Tealeaf on Cloud training course offered by Pereion Solutions or to register your organization for the virtual hands on training, please click on the button below. If you do have specific requirements for your organization, we will work with you to customize this class to the needs.

Pereion Solutions Tealeaf on Cloud Training Course

Topics: Pereion Solutions, Tealeaf Software, tealeaf analytics, Tealeaf partner, Tealeaf SaaS, digital transformation, Pereion Learning Paths, Tealeaf, ROI, Tealeaf Fundamentals, GoAcoustic, Acoustic Experience Analytics, Tealeaf on Cloud

CX Analytics - How to Move from What to Why Webinar

Posted by Kristin Bonazoli

Mon, Oct 7, 2019 @ 14:10 PM

Are you looking to achieve deep customer insights to help improve digital experiences? 

Register now for the Digital Analytics Association (DAA) webinar, CX Analytics - How to Move from "What" to "Why", co-sponsored by Pereion Solutions and Acoustic on Wednesday, October 30, 2019 at 1:00pm ET. 

In this webinar, you will learn how to combine CX analytics, using Acoustic Experience Analytics (AKA Tealeaf), with traditional web analytics to gain an in-depth view into customer behaviors that offer valuable insights that can be used to help create exceptional customer experiences, eliminate struggle and answer the "Why" vs. the "What" in the customer journey.

Join DAA as Pereion Solutions, co-founder and president, Steve Perry and Adrienne Hartman, Director of E-commerce and Campaign Sales at J.J. Keller as well as an Acoustic Tealeaf customer, discuss the following:

  • Moving beyond traditional analytics to understand why and how users interact with digital properties rather than the properties themselves
  • The recognized business value of CX Analytics, using Acoustic Tealeaf, from JJ Keller's point of view
  • The realized rich customer data and insights that CX Analytics can uncover
  • How to apply and leverage specific Tealeaf use cases to help improve digital intelligence and create actionable insights
Click here or the tile below to register for the DAA Webinar co-sponsored by Pereion Solutions and Acoustic and get your answer to the "why" behind customer behaviors.

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Topics: Pereion Solutions, Customer Analytics, Tealeaf SaaS, Tealeaf CX on Cloud, cx analytics, digital experience, tealeaf cx on cloud use cases, Tealeaf, Acoustic, GoAcoustic, Unleashbrilliance, Acoustic Experience Analytics, Tealeaf on Cloud, DAA Webinar

Tealeaf Fundamentals Training offered at DC RUG

Posted by Kristin Bonazoli

Mon, Jul 8, 2019 @ 07:07 AM

The Washington, DC Tealeaf Regional Users Group (RUG) meeting is right around the corner and Pereion Solutions is pleased to be providing Tealeaf Fundamentals Training on day 2 of the event.  Scheduled on both Tuesday, 7/30/19 and Wednesday, 7/31/19, the DC Tealeaf RUG is a great opportunity to learn more about Tealeaf best practices, hear about client success stories and expand your knowledge of Tealeaf's robust analytic capabilities.

Register now for Tealeaf Fundamentals Training on 7/31/19

We invite you to join Pereion Solutions on Wednesday, 7/31/19, at the Washington, DC Tealeaf Regional Users Group (RUG) for beginner level Tealeaf on Cloud hands-on training that will help develop and further your skills in key areas that are important to facilitating effective digital analysis.  This no cost, valuable Tealeaf RUG training session will focus on advanced reporting and session search capabilities, combined with basic event development training.  We hope that you can join us for this informative training resource.  Please be sure to bring a laptop and access to a Tealeaf on Cloud environment for this course.  

Click here to reserve your spot for our 7/31/19 session on day 2 of the DC Tealeaf RUG.  (Please note that if you wish to attend the training on day 2, 7/31/19,  we ask that you also attend day 1, 7/30/19 - so reserve your tickets for BOTH days.)  For additional information about the topics that will be covered in our training session and to download a copy of the agenda, click here.

 

Reserve your spot for  Tealeaf Fundamentals Training DC Tealeaf Regional Users Group on 7/31/19 CLICK HERE

 

Topics: Pereion Solutions, tealeaf analytics, Watson Customer Experience Analytics, Watson CXA, Tealeaf Customer Experience on Cloud, Tealeaf, Tealeaf RUG, Tealeaf Regional Users Group, Tealeaf RUG Washington, DC, Tealeaf Fundamentals

Look what’s new with IBM Tealeaf on Cloud, Watson CXA and IBM DA

Posted by Kristin Bonazoli

Tue, May 7, 2019 @ 07:05 AM

Several new features and enhancements were introduced in Q1 for IBM Tealeaf Customer Experience (CX) on Cloud, Watson Experience Analytics (CXA) and IBM Digital Analytics (DA), that significantly improve functionality and usability.  Take a look at what's new and changed over the past few months.

IBM Tealeaf on Cloud enhancements improve functionality and workspace management

A number of new features were added to Tealeaf CX on Cloud and CX Overstat on Cloud that introduce enhancements in these key areas:

Anomaly Detection -

  • A new feature allows you to enable and configure alerts.  Alerts can be managed from the Alert Manager and allow users to select the alert method and indicate the email recipients. 
  • The table of the Anomaly Detection report has been enhanced to make it easier to understand the correlation between dimensions and contributing factors.  
  • Action column now includes contextual information.

Session Search -

  • OrgAdmin can now pin and "favorite" almost all categories of search conditions, like Event names, Dimension names, Session attribute names, to a drop-down list in Session Search. 
  • Session Name has been added to the Event Tester results page to make it easier to identify sessions and differentiate one from another.


Event testerSession Name is added to the Event Tester

  • Support for wildcard (*) searches has been added.
  • Share option has been added to the results page making it easier to share your session search with other users. 
  • Session Search Beta has been introduced and is an improved version of Session Search, offering intelligent and cognitive searching features.

Event Tester -

  • Expand all and Collapse all options have been added that provide you with a more efficient way to view and scroll Event results for sessions. 
  • The Select Sessions area of the Event Tester has new feature to Replay sessions so you can make sure you have the correct session for the Events or Event objects you are testing.

Data Export tasks - 

  • To improve performance, only the most recent week of the Daily export tasks are loaded into the table and you can view the entire history of a Daily export task by clicking View task. history.  Previously, if a Daily export task contained a lot of execution records, it took a long time to load in Data Export table and users had to wait before working with the data.

CX Overstat reports -

  • Dates are now grayed out on calendars if they fall outside of the Overstat data retention period for  Expanded reports in the Overstat report builder and the Overstat reports.
  • Capture Shortcut can now be modified by users.

Session Replay -

  • New icons have been added to the Navigation pane for Replay to either click, load, unload, scroll or value change. 
  • Timeline, Replay and Raw Data are now located in the top row in the navigation pane and the icons for User, Number of Screens and Operation System can now be found below the Timeline, Replay and Raw Data tabs. 
  • The Steps label now includes the session's start time and duration.

snipping timestampDuration for each screen view is displayed in Step label. Previously, a timestamp was displayed.

  • Filter content in the Replay and Raw data views to de-clutter the navigation pane.

Workspaces

  • SysadminSupportUser and OrgAdmin designated users now have the ability to delete workspaces owned by other users and to create categories for public workspaces. Creating categories for public workspaces makes it easier for members within your organization to find data that is relevant to their roles.   

Workspace categoriesOrgAdmin and system administrators have an option to create categories in Public Workspaces

  • OrgAdmin can now manage users by group.
  • Ability to create categories in My Workspaces and a name-check prevents duplicate category names.
  • A bookmarking feature has been added to the navigation pane to access your reports quicker.
  • Shared workspaces are renamed to Shared with me and Admin workspaces are grouped by owner.
  • Declutter the Workspace Viewer area with the Close all tabs icon. Also, the creation of inadvertent New Workspaces has been addressed and eliminates the possibility of creating new workspaces accidentally.

In addition to the added improvements, issues with Simple Event Capture,  to the Create and Clear buttons have been resolved.  Also, you now have the ability to refactor Sub-select tool output for time-based metrics.

 

Watson CXA updates offer improvements to reports

The following enhancements were introduced in Q1 for Watson CXA: 

  • Now you have the ability to drill into an expanded view of a journey report to see new calculations to metrics.  These new metrics are available for newly created reports and allow you to see percentage of journeys within a channel that contain a certain event, as well as the average number of times an event was completed per channel.

expanded view

Expanded view of a journey report to see new calculations to metrics


  • The number of Top paths you want to display in journey reports can now be customized between five and fifty.
  • Mindset categories can also be customized.  Previously, mindset categories featured OR logic between events, but now you can specify AND relationships for events in a mindset category.  Also, you can now track when a user moves from one mindset category to another and use the events as touchpoints within journey reports.
  • You can now export a CSV file that contains a list of your users for Watson CXA, Tealeaf on Cloud and Digital Analytics that includes user roles, permissions and the date of last login.

 

IBM Digital Analytics release new features to improve usability

Let's take a look at the updates for IBM Digital Analytics:

  • A date range now shows on the file name and report headers of exported reports.  Also, date ranges can be saved in custom views for Top Line Metric reports.
  • The Trend icon has been moved to the top of the report workspace so users can see the correlation between the trended view and the bar chart view.
  • Heat maps for Top Line Metrics reports can now be exported to Excel, CSV, and PDF.
  • When editing custom marketing channels in the Admin UI, Administrators have the ability to sort channel names and active vendors.  This can be done by clicking Up/Down arrow next to Channel name in Marketing Channel window or Active vendor in the Create channel window.
  • DA now restricts you to three failed login attempts before you are locked out and a password reset email is sent.
  • Enhancements to the TagBar allow you to resize and  open in the tab that you are currently using.  Also, The TagBar extension is easier to install on Firefox.
  • Scheduled report emails now provide option to unsubscribe.
  • Top Line reports tracked and anonymous comparison data is now available when you export or email.
  • New/Repeat Visitors can be added to segments.
  • The title for the Mobile Device Type column in the Mobile Devices report is changed to Device Type and a column for non-mobile devices shows Desktop/Non-Mobile.
  • "No end date" is remains on in reports after you change the date frequency in the Calendar.
  • Date and segment compare can be saved and is now supported in all ad hoc and standard hierarchy reports.

hierachy reports

Save views of hierarchy reports with compared dates and segments

  • Ability to quickly identify users groups that a report is shared with by either checking the report tool tips or the report properties.
  • Now when unique-based metrics change to no longer being unique, a message displays and the corresponding metric name in the IBM DA UI updates 

 

Pereion's Think Presentation, Data Driven Customer Experience with IBM Tealeaf, available on-demand

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.  View our on-demand webinar, Data Driven Customer Experience with IBM Tealeaf, that examines Tealeaf CX on Cloud best practices and highlights important use cases that can be applied to achieve a better understanding of customer behavior to improve digital customer experience and boost business opportunities.  Click here or the tile below to watch our on-demand webinar, Data Driven Customer Experience with IBM Tealeaf. 

 

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Interested in learning more about Tealeaf on Cloud and the topics covered in our webinar? Please click below for a one-on-one discussion on how we can help you effectively leverage and get the most out of Tealeaf CX on Cloud and Watson CXA to optimize and deliver exceptional digital customer experiences.

 
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Topics: Pereion Solutions, tealeaf web analytics, Coremetrics, Tealeaf best practices, Tealeaf IBM, Tealeaf SaaS, Search Optimization, IBM Watson Customer Experience Analytics, Watson CXA, IBM Tealeaf on Cloud, Tealeaf Customer Experience on Cloud, Tealeaf CX on Cloud, Artificial Intelligence (AI), IBM Tealeaf Customer Experience (CX) On Cloud, IBM Digital Analytics (DA), Mindset data, IBM DA, What's new with Tealeaf and Watson CXA, CX Analytics Best Practice Tip, Data Drive Customer Experience with Tealeaf, Anomaly Detection, Think 2019 Presentation, geospatial analytics, Business Process Scorecard

Pereion's Think Tealeaf Presentation Now On-Demand

Posted by Kristin Bonazoli

Thu, Apr 25, 2019 @ 08:04 AM

At the IBM Think 2019 conference this past February, Pereion Solutions was invited to present, Data Driven Customer Experience with IBM Tealeaf.  Our presentation focused on Tealeaf CX on Cloud best practices and highlighted important use cases that can be applied to gain a greater understanding of customer behavior in effort to improve digital customer experience and boost business opportunities.

57Steve Perry presents, Data Driven Customer Experience with IBM Tealeaf, at  IBM Think 2019

 

Data Driven Customer Experience with Tealeaf available as on-demand webcast 

We are pleased to let you know that our IBM Think 2019 presentation, Data Driven Customer Experience with IBM Tealeaf, is now available as an on-demand webcast. For those that were unable to attend Think 2019 or missed our session, this is a perfect opportunity to discover how to use data driven insights and AI to diagnose struggle, remove obstacles, capture lost revenue and improve customer experience using Tealeaf. In addition,  learn more about the following use cases that can be utilized to improve digital intelligence and create actionable insights: Geospatial Analytics, Struggle Analytics, Anomaly Detection, Business Process Scorecards, Onsite Search Optimization and Anomaly Detection.  Click here, or the tile below, to view our webinar, Data Driven Customer Experience with IBM Tealeaf.

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Pereion Solutions specializes in Tealeaf and Watson Customer Experience Analytics (CXA). We can help you effectively leverage Tealeaf CX on Cloud and Watson CXA to optimize and deliver exceptional digital customer experiences. Click here to schedule a complimentary consultation with us. 

 

Topics: Pereion Solutions, Tealeaf best practices, Tealeaf IBM, Search Optimization, Tealeaf Customer Experience on Cloud, Struggle Analytics, actionable insight, digital intelligence, Artificial Intelligence (AI), IBM Tealeaf Customer Experience (CX) On Cloud, customer insights, digital experience, IBM Think 2019, Think 2019, Data Drive Customer Experience with Tealeaf, Anomaly Detection, Think 2019 Presentation, geospatial analytics, tealeaf cx on cloud use cases, Business Process Scorecard, Tealeaf

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

Exclusive Tealeaf CX to Cloud Migration Offer from Pereion Solutions

Posted by Kristin Bonazoli

Tue, Mar 26, 2019 @ 10:03 AM

Delivering optimal customer experiences across all digital channels while striving to reduce costs and maximize returns is a top priority for most online businesses.  For legacy IBM Tealeaf CX on-premise customers, you already recognize the value of understanding customer behavior to assist in enhancing overall digital experiences.  Although this on-premise solution offers robust analytics capabilities that help to enrich customer experiences, it also requires a considerable investment in hardware, software and resources to manage and maintain.  That said, now is an ideal time to consider making the move to IBM Tealeaf Customer Experience (CX) on Cloud to achieve even more advanced analytic functionality in addition to a significant cost savings and an increased return on investment (ROI).

Benefits of moving to Tealeaf CX on Cloud

Tealeaf CX on Cloud combines AI-powered capabilities with the strength and robustness found in the legacy Tealeaf CX on-premise platform plus substantially reduces the complexity and ability to maintain, resulting in significant advantages for your business. Here are some notable reasons to make the move:

  • AI powered functionality offers enhanced visibility into the customer experience allowing you to quickly identify struggle, uncover opportunities and boost conversions
  • Significantly reduces IT capital expenses and eliminates the need for further investment in hardware   and software
  • Minimized dependency on internal IT resources to set-up, install and maintain
  • Easy deployment - quickly implement customizable SDKs to capture data and start getting value in a matter of days
  • Achieve the customer experience benefits of a full function on-premise Tealeaf platform
  • Receive monthly releases that add new enhancements and features with no incremental cost
  • A modern user interface that provides easy navigation and enhanced views into your customer data
  • Realized savings in time and money and an overall enhanced return on investment (ROI)

Now that you have learned about the benefits, are you ready to make the move to Tealeaf CX on Cloud? We want to make it really easy for you to take the next step.

Free Tealeaf CX on Cloud Implementation Offer

Valid through June 30, 2019, this offers includes:

  • Free Tealeaf SDK/UIC implementation services for IBM Tealeaf CX on Premise clients that transition to IBM Tealeaf CX on Cloud through Pereion Solutions by June 30, 2019
  • Customized, configured and tested SDK UIC
  • Incremental analytic capabilities of Tealeaf CX on Cloud
  • Recognized return on investment (ROI)

Click here to get started on your Tealeaf CX on Cloud implementation and take in all the advantages of making the move.

 

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Shubert Ticketing - Tealeaf CX on Cloud Customer Success Story

Shubert Ticketing, a leading international provider of ticketing services, abandoned the cost and complexity of managing and maintaining IBM's Tealeaf CX on Premise solution by successfully transitioning to IBM Tealeaf CX on Cloud.  Click here to read more about how Shubert Ticketing, along with the expert assistance of Pereion, effectively leveraged Tealeaf CX on Cloud to reduce customer struggle, optimize digital experiences and maximize ROI.  

Read the Shubert TIcketing CXA Case Study

 

Topics: Pereion Solutions, IBM Tealeaf, tealeaf web analytics, Tealeaf cloud, tealeaf analytics, IBM Tealeaf Partner, Tealeaf technology, Tealeaf IBM, Tealeaf partner, Tealeaf SaaS, IBM Customer Experience Analytics, customer experience analytics, Customer Experience, IBM Tealeaf on Cloud, Tealeaf Customer Experience on Cloud, Tealeaf CX on Cloud, IBM Tealeaf Customer Experience (CX) On Cloud, Tealeaf on Premise to Cloud Migration, 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

Improve Digital Intelligence to Transform your Business

Posted by Steven Perry

Tue, Dec 11, 2018 @ 07:12 AM

As an online organization, you understand the necessity of embracing digital transformation to promote engagements and readily respond to your customers’ evolving needs and expectations. Central to this pivotal shift is the ability to improve your digital intelligence and gain the actionable insight required to execute transformative initiatives that are based on a true understanding of your customers’ behaviors, journeys and experiences – empowering you to deliver value across your business that is aligned with customer expectations and demands.

 

Convert your customer data into actionable insight

By applying powerful analytic capabilities to customer data, Watson™ Customer Experience Analytics (Watson CXA) and IBM® Tealeaf® Customer Experience on Cloud (Tealeaf CX on Cloud) offers actionable insight into customer behavior and assists you with making better decisions to drive digital transformation across your business. Utilizing struggle analytics, you can easily monitor specific processes, pages and events on your site to quickly identify where your customers struggle, while real-time alerting can be enabled to quickly notify you at the first sign of struggle. By then applying session replay technology, you can identify why your customers struggle – offering a valuable macro to micro view on customer behavior that you can use to rectify issues and optimize the many campaigns, processes and digital experiences that drive business across your site.

Journey analytics can assist further, by allowing you to readily compare customer paths across unique segments like web, mobile and email, offering you a deeper understanding of multi-channel customer journeys and the ability to identify paths where your customers may struggle and recognize what actions may lead your customers to convert. Additional capabilities like geospatial analytics can expand your reach and help you understand where your customer are engaging or struggling with your organization across regions, offering you additional insight you can use to make more targeted and informed decisions about your business and execute digital transformation efforts that focus on areas of growth and global opportunities.

 

Watson CXA_new look_2018

Watson CXA with new navigational design and added features

 

Optimize experiences with data-driven success

Successful digital transformation requires a customer-centric approach that enables you to leverage data-driven insights based on customer behaviors to create engaging and optimized customer experiences across your entire organization. Creating advanced search events and customized reporting using Watson CXA and Tealeaf CX on Cloud can assist by providing deeper insight into customer behavior before, during and after performing search, offering the opportunity to optimize search terms and functions and improve content on your site to more actively engage your customers. Similarly, developing business process scorecards can help you measure and score your overall business process success by identifying the abandonment and conversion rates across and within each step of a critical business process, allowing you to recognize and root out inefficiencies in your important steps and optimize business processes across your organization. The capacity to segment your customer data and compare unique segments of customers offers you the capability to recognize issues with particular segments and optimize experiences, engagements and processes across your entire digital channels.

Applying usability analytics like heat maps are also very beneficial in providing insight into customer interactions on your pages and help you recognize usability issues with your site. As heat map overlays identify regions of a page where customers click or hover, they can assist you with identifying high and low interest areas on a page and providing insight you can use to replicate engaging content, make your pages more personal for your customers and optimize your page design to enrich the customer experience. The new feature of anomaly detection can further boost your business intelligence by providing real-time, actionable insights that assist you with detecting unusual patterns, or outliers, in your customer behavior data and determining contributing factors – helping you discover unexpected incidents and quickly respond to evolving issues to optimize and transform your entire online business performance.

 

Get started with building digital intelligence to transform your business!

Implementing effective customer behavior analysis can set the stage for the discovery of actionable insights you can use to drive digital transformation across your business. To help you get started with delivering consistent and extraordinary customer experiences, Pereion Solutions has developed a series of videos that introduce the important use cases you can execute to improve your digital intelligence and put customer insights to work using Watson CXA and Tealeaf CX on Cloud.

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 that can help you visualize the customer journeys and create the actionable insights you need to optimize customer experiences and digitally transform your business.

Watson, Can you help improve digital experience ebook

 

Topics: Pereion Solutions, customer experience analytics, Search Optimization, Page Optimization, Watson Customer Experience Analytics, IBM Watson Customer Experience Analytics, Watson CXA, real-time alerting, customer journeys, journey reports, Tealeaf Customer Experience on Cloud, Struggle Analytics, actionable insight, digital intelligence, Tealeaf CX on Cloud, IBM Tealeaf Customer Experience (CX) On Cloud, Digital Transformation with CX Analytics, Behavior Data, customer insights, Watson CXA Use Cases, Behavior Analytics

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.

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