Pereion Solutions Blog

What’s new with Acoustic Analytics (Tealeaf, Journey and Digital Analytics)

Posted by Kristin Bonazoli

Tue, Nov 19, 2019 @ 07:11 AM

Several new features and enhancements, including name changes, have been introduced to the Acoustic Analytics, formerly part of IBM Watson Marketing, portfolio.  Let's take a closer look at what has been released over the past few months with Acoustic Analytics which includes the former Tealeaf, Journey and Digital Analytics.

Acoustic Analytics updates the UI and adds Journey Stages

Acoustic Analytics, formerly known as Watson Customer Experience Analytics, is comprised of of 3 components - Acoustic Experience Analytics (Tealeaf), Acoustic Journey Analytics and Acoustic Digital Analytics.  In addition to the rebranding, here is what is new with the Acoustic Journey Analytic and Acoustic Digital Analytic components of Acoustic Analytics:

Acoustic Journey Analytics updates include:

  • Journey stages have replaced Mindsets. Unlike the Mindsets report, which only shows a snapshot of customers in each stage, the Journey stages report also shows you the customers that are transitioning from stage to stage. Users can also configure stages and set target goals at each stage. Journey stages will track the progress of those goals.   For more information on Journey Stages, click here.

Original_MindsetOriginal Mindset Report

Journey_StagesJourney Stage report

  • Mindset changed event icon's name has been changed to Stage Migration and the Original mindset and New mindset attributes renamed Original stage and New stage respectively.
  • Enhancements to the navigation bar offer a more streamlined look and sharper labeling and the Reports menu has been renamed Journey Analytics.
  • Paths in the Channel summary report are now sorted by unique customers in descending order and the Most traveled metric has been temporarily removed. 
  • Now configure time zones in Journey Analytics to ensure consistent time zone reporting across Journey Analytics, Digital Analytics and Experience Analytics (Tealeaf) applications.
  • Users now have the ability exclude specific journeys from journey reports
  • Report descriptions can now be shown in the Description field of the report building panel.

Click here for more information on the new releases for Acoustic Journey Analytics

Acoustic Digital Analytics updates include:

  • Acoustic branding changes in the UI 
  • The capacity to apply filters in standard reports to narrrow report results.

Filter reports

  • Export Clickstream reports as Excel and CSV files. Open the Clickstream report and then click Menu > Export > CSV or Menu > Export > Excel.
  • Access to the Digital Analytics Enterprise Dashboard directly from the Digital Analytics UI.
  • Improvements to registration data processing and report calculation
  • Logging out to Digital Analytics will also log you out of IBM id.
  • Filter icons are now shown in standard report widgets
filtericon
  • Tracking Code Generator is now available 

Click here for more information on the new releases for Acoustic Digital Analytics

 

Acoustic Experience Analytics (Tealeaf) enhance Replay and Data Export

Acoustic Experience Analytics (Tealeaf), also a component of Acoustic Analytics, is alternatively available as a standalone module. Below you will find a list of the latest improvements to Acoustic Experience Analytics:

  • The user interface now reflects the Acoustic branding so when logging in you see a rebranded page and banner.


NewLoginPageRebranding

 

  • A redesigned Replay interface offers updated and re-positioned icons and allows users to customize replay with a new Settings option. 
  • Setting option can also be used to specify session attributes you want displayed during Replay.
  • Show mouse movement is available in Replay Settings and when enabled allows users to view the mouse movements when replaying the session with Auto Replay. This new feature can provide valuable insight into your customer's behavior.
  • The newly designed Replay also provides the ability to retrieve static content from outside LTS files for LTS session replay and filter mouse movement events from the Replay and Raw data navigation panes.
  • Anomaly Detection can now be configured to run on an hourly basis.

SetHourlyAnomalyDetection
  • Session Search BETA was renamed Search and made the default for searching sessions.  Search and Classic Search options have been added to the Session Search page allowing you to switch between both options.
  • Export all option has been added to the Session Search results page providing users with a new way to manage and monitor sessions searches.
  • Data Export feature has been improved.
  • Several usability enhancements have been made to the Snapshot Gallery
  • A text widget has been added for communicating information to WorkSpace members.

CreateTextWidget

Click here for a detailed list of the enhancements released for Acoustic Experience Analytics (Tealeaf)

 

Need Help Leveraging Acoustic Experience Analytics (Tealeaf)? 

Pereion Solutions specializes in Acoustic Experience Analytics (Tealeaf) and wants to help you get the most out of your CX investment.  Below is a list of Pereion resources that are available to you in your efforts of effectively leveraging Acoustic Experience Analytics (Tealeaf).

Pereion Solutions Learning Paths Portal Offers Short Education Modules

Pereion Solutions' Learning Paths can help you expand your skills in key areas that are important to successful digital analysis.  Our learning paths put resources at your fingertips to allow you to effectively leverage both the Acoustic Analytics (Watson CXA) and Acoustic Experience Analytics (Tealeaf) solutions to optimize customer experiences and maximize opportunities for your digital business.  Our learning modules include:

  • Acoustic Experience Analytics (Tealeaf) Fundamentals will help you grasp the basics of Experience Analytics (Tealeaf) so you can begin to understand customer behavior and recognize areas of improvement for your online business. The topics include: Simple Session Search, Advanced Session Search, Session Replay and Analysis, Managing Workspaces and Dashboards, and Creating Standard Reports.

  • Acoustic Experience Analytics (Tealeaf) Formulas for Success include use cases and formulas that will provide you with a step by step process for getting started with effective digital analysis and optimized customer experiences to gain a competitive advantage in the online business world.  Use case topics include: Geospatial Analytics, Struggle Analytics, Heatmap Analysis, Realtime Alerting, Business Process Optimization, and Anomaly Detection.

 

Click here to get started on your Learning Path to effective digital analysis or by clicking the tile below.

Pereion Learning Paths Portal

 

Pereion Now Offering Virtual Hands on Training

In addition to the education modules available in our Pereion Learning Paths, Pereion Solutions is pleased to now offer a virtual hands-on Acoustic Experience Analytics (Tealeaf) Training Course that will further develop your Tealeaf skills.  Our new course is designed to provide the beginner level Tealeaf user the opportunity to develop intermediate level skills and covers two main learning modules: the Fundamentals of Tealeaf and Basic Event Building. 

To learn more about the Tealeaf on Cloud training course or to register your organization for the virtual hands on training, please click on the button below.  If your organization has specific requirements, we will work with you to customize the class to fit your needs.

Pereion Solutions Tealeaf on Cloud Training Course

Pereion Solutions Acoustic Experience Analytics (Tealeaf) eBook

Pereion has put together the top customer experience use cases you can apply to improve your digital intelligence and put customer insights to work using Experience Analytics (Tealeaf).  Click here to download your copy and start to realize the business value of converting your customer behavior data into a competitive transformation tool.  

Acoustic Experience Analytics (Tealeaf) eBook

 

Topics: Coremetrics, Tealeaf best practices, Tealeaf IBM, Tealeaf SaaS, Watson CXA, IBM Tealeaf on Cloud, Tealeaf Customer Experience on Cloud, Tealeaf CX on Cloud, IBM Tealeaf Customer Experience (CX) On Cloud, IBM Digital Analytics (DA), IBM DA, customer journey analytics, Pereion Learning Paths, ROI, Tealeaf Fundamentals, Acoustic, GoAcoustic, Unleashbrilliance, marketbrilliantly, Acoustic Experience Analytics, Acoustic analytics, Acoustic Journey Analytics

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

Leverage Customer Experience (CX) Analytics to Drive Business Value

Posted by Steven Perry

Thu, Sep 19, 2019 @ 10:09 AM

As customer expectations continue to soar, the customer experience has become a make-or-break component for business success. At the same time, you are under increasing pressure to drive digital transformation across all areas of your business – and to do so within tight budgets where your investment in optimizing customer experiences translates into significant value to your business and fosters profitable growth. Fortunately, the right CX Analytic solutions can help you move beyond traditional web analytics and leverage your customer data to increase ROI and deliver the extraordinary customer experiences that can facilitate successful digital transformation of your business. In fact, based on a recent Forrester Total Economic Impact™ Study, Tealeaf CX Analytics demonstrated a potential three-year risk adjusted result of 196% ROI with a payback period of 4 months, offering significant business value.

eBook Blog picCX Analytics offer significant value to your business

Boost digital intelligence with data-driven insight

While many organizations employ traditional digital analytics to help with recognizing what customer interactions are taking place on their site, leveraging Customer Experience Analytic (CX) solutions offers you the necessary data-driven insight into the why behind customer behavior -- arming you with valuable digital intelligence you can use to make important business decisions on rectifying issues and optimizing your site for all customers.

With customer analytic capabilities that provide insight into your customers’ actions, CX Analytics allow you to easily identify customer struggles and monitor critical process steps on your site, as well as detect potential anomalies in your business that could signal concern. Real-time alerting can be deployed to offer you the ability to quickly uncover obstacles to superior experiences and allow you to proactively eliminate areas of struggle or confusion on your site, translating into a valuable savings of time and lost opportunities for your business.

Behavior analytics available in CX Analytics can further assist by helping you identify what – or what paths -- lead to positive customer behavior. For example, marketing analytics can help determine the campaigns and channels that lead to conversion, while journey analytics offer a consolidated view of multi-path journeys and the ability to compare and optimize important touch points. Additionally, mobile analytics can offer increased visibility into the struggles and actions of this important user segment, and integration of Voice of the Customer allows you to link your customer feedback to actual customer experiences taking place on your site.

Transform your digital business

By applying powerful analytic capabilities to your customer data, CX Analytics offer data-driven insights into customer behaviors that you can use to optimize areas of your business crucial for maximizing digital transformation.

By providing insight into search terms and identifying customer behavior before, during and after performing a search, for example, CX Analytics can assist you with search optimization and help you understand if customers find what they are searching for on your site. At the same time, CX Analytics can help you evaluate page engagements on your site to aid you with correlating different elements of customer engagement across your pages and to assist with overall page optimization that can lead to increased conversions.

In addition, CX Analytics provide further capabilities that can assist you with optimizing experiences across your site. Geospatial analytics can help you understand geographically where your customers engage or struggle, allowing you to realize geographic trends and to rectify issues or replicate successes on a global level. The ability to perform session search and replay specific sessions for further analysis provides an invaluable macro to micro view on user interactions and the opportunity to quickly uncover issues and rapidly implement improvements to optimize experiences, providing your business with an invaluable savings of time and money.

Ready to get started with building the digital intelligence to transform your business?

CX Analytic solutions can help you quickly uncover the actionable insights from your customer data that you can use to improve the customer experience and gain the important digital intelligence necessary to drive digital transformation and significant business value across your organization. To help you get started, Pereion Solutions has compiled the top customer experience use cases you can apply to improve your digital intelligence and put data-driven insights to work using Tealeaf, a CX Analytics offering from Acoustic.

To learn more about how converting your customer data into actionable insight can help you make better decisions and provide optimal value to your business, you can download the Tealeaf Use Case eBook by clicking the tile below.

Download the Tealeaf Use Case eBook

Topics: Marketing Analytics, Customer Analytics, Search Optimization, Page Optimization, Customer Experience, real-time alerting, business process, Struggle Analytics, actionable insight, digital intelligence, Behavior Data, customer insights, cx analytics, Anomaly Detection, geospatial analytics, Tealeaf, ROI, GoAcoustic, Unleashbrilliance, Acoustic Experience Analytics, Tealeaf on Cloud

Discover what’s new with Tealeaf on Cloud and Watson CXA

Posted by Kristin Bonazoli

Tue, Jul 23, 2019 @ 07:07 AM

One of the biggest changes over the past few months, in addition to the new enhancements to Tealeaf Customer Experience on Cloud, Watson Customer Experience Analytics (CXA) and Digital Analytics (DA), is the rebranding of the IBM Watson Marketing portfolio to be named Acoustic. 

Acoustic, formerly IBM Watson Marketing, was officially introduced, on Monday, 7/15/19, as the largest independent marketing cloud to offer a comprehensive suite of AI-powered solutions.  Although branded under a new name, Tealeaf on Cloud, Watson CXA and Digital Analytics (DA) continue to be powerful Customer Experience (CX) analytic tools that offer a robust set of AI-powered behavior analytic capabilities that provide valuable data-driven insights that help marketers deliver optimal and enriched cross channel digital experiences that drive customer satisfaction, improve conversion rates, reduce cost and maximize return on investment (ROI).  Now, let's take look at latest releases that add new enhancements and functionality to Tealeaf on Cloud, Watson CXA and DA.  

 

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Tealeaf on Cloud enhancements improve reports and workspaces

Below you will find a list of the latest improvements to Tealeaf on Cloud:

  • Users assigned to the EventAdmin role are now authorized to edit reports shared by other users.
  • A Validate page option has been added to the Snapshot Capture feature allowing users to check the page they are capturing to make sure it does not have any issues that may cause the snapshot to fail.
  • Enhancements to workspaces now allow you to share with user groups.
  • Workspace owner names are now displayed in the Workspace navigation to help differentiate between similar workspace names.
  • Category name edits in Workspaces can now be canceled if needed.
  • Session Search BETA search sharing includes users groups.   Members of user groups with which you shared results can access the session listing by choosing Search results>Shared with Me from the Session Search BETA page. 
  • Simple Event Caption now functions with span elements.

Click here for a detailed list of the enhancements released for Tealeaf on Cloud.

 

Watson CXA adds updates to event icons and Navigation

Here is what is new and improved for Watson CXA :

  • Ability to customize event icons in individual journeys
  • Enhancements to the Navigation bar offer users a more up-to-date Reports menu and sharper labeling on other menus.
  • Organizations with top path enabled also see top path trends in the Overview dashboard

Click here additional information on Watson CXA enhancements.

Digital Analytics release enhances usability

Updates to DA include:

  • Hierarchy reports that you export and email now support date and segment compare.
  • Watson Assistant not only can answer your question but also provides a link to the IBM Knowledge Center for further information.
  • Digital Analytics Real-time Monitor and the Digital Analytics Enterprise Dashboard can be accessed by clicking the Monitor or Enterprise Dashboard link in the DA standard workspace.
  • Support for JSON in the Report API has been added allowing users to export reports to CSV, Excel, Tableau and JSON formats.
  • Monitor specific Product category metrics by configuring alerts.

Click here for more information on the new releases for Digital Analytics

Improve your Tealeaf skills at the DC Tealeaf Rug on 7/31/19, 

Looking to improve your Tealeaf skills?  Join Pereion Solutions on Wednesday, 7/31/19, at the Washington, DC Tealeaf Regional Users Group (RUG) for Tealeaf on Cloud Fundamentals training that will help develop and further your knowledge 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.  

Reserve Tickets to DC Tealeaf RUG on 7/31/19

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.)  Please be sure to bring a laptop and access to a Tealeaf on Cloud environment for this course.  For additional information about the topics that will be covered in our training session and to download a copy of the agenda, click here.

 

New learning material added to Pereion Learning Paths portal

Pereion Learning Paths put resources at your fingertips to allow you to effectively leverage Watson Customer Experience Analytics (Watson CXA) and Tealeaf Customer Experience on Cloud (Tealeaf on Cloud) solutions to optimize customer experiences and maximize opportunities for your digital business.  We have recently added a couple new education modules that will provide you with valuable information on Managing Workspaces and Dashboards and Creating Standard ReportsClick here or the tile below to read more about these new learning modules and other educational material that will help you get started with successful digital analysis.

Pereion Learning Paths Portal

 

Topics: tealeaf web analytics, Coremetrics, Tealeaf best practices, Tealeaf IBM, Tealeaf SaaS, 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), IBM DA, What's new with Tealeaf and Watson CXA, geospatial analytics, Pereion Learning Paths, return on investment, ROI, Tealeaf RUG Washington, DC, Tealeaf Fundamentals, Acoustic, GoAcoustic, Unleashbrilliance, marketbrilliantly

Evaluating the Return on Investment of CX Analytics

Posted by Kristin Bonazoli

Tue, Jun 4, 2019 @ 07:06 AM

In today’s digital environment, customers have come to expect superior and hassle-free online experiences requiring organizations to focus on creating exceptional cross-channel experiences to meet growing demands. The ability to better understand how and why customers interact across all digital properties is an essential component in delivering compelling and enriched customer experiences. Businesses that have adopted customer experience (CX) analytic solutions recognize the benefits of understanding customer behavior to assist in transforming digital channels to produce outstanding digital experiences. Although a detailed understanding of customers is important, being able to quantify and qualify both the financial costs and potential return on investment (ROI) of investing in and deploying a CX analytics solution involves a thorough analysis of the business benefits.

Boost business opportunities with data-driven insights

CX analytic solutions, such Tealeaf Customer Experience (CX), provide organizations with visibility and valuable data-driven insight into multi-channel customer interactions that can be used to quickly identify, diagnose and remove obstacles in the customer journey. Yet, being armed with rich insight goes beyond just resolving potential issues. With an enhanced view into your customers’ journeys, you are better able to discover areas of opportunity, reduce customer support costs, increase conversions and capture lost revenue.  This results in incremental returns that are realized from improved customer retention and conversion rates as well as enriched customer relationships that help boost business opportunities.

Examining the business value of CX analytics 

Determining the right CX analytic solution that will help optimize customer experiences, increase ROI and reduce costs requires a detailed review of the business benefits and the associated financial costs. A recent Forrester Total Economic Impact (TEI) study examined the potential ROI that organizations may achieve by implementing Tealeaf and its robust analytic capabilities that include anomaly detection, struggle analytics, session replay, usability analytics, eventing and real-time alerting.

Forrester conducted 4 interviews and 37 online surveys with Tealeaf users that had several years of experience using the platform within their respective organizations. Some of the key benefits revealed as a result of the TEI study include:

  • Increased revenue as a result of improved customer conversion, retention and upsell rates
  • Reduced time in reproducing online and mobile issues
  • Cost savings from development prioritization
  • Improved productivity of users, thus enabling them to make better and smarter decisions

benefits of tealeal tei-2

The Forrester TEI study also concluded that Tealeaf provided a significant financial impact over the course of 3 years resulting in:

  • 243% Return on Investment (ROI)
  • $10.1 million Net Present Value (NPV) – Total Benefit of $14.3 million vs. Total Cost of $4.2 million
  • Less than a 6 month payback

TEI forrester

 

Tealeaf Customer Experience can provide a significant value to businesses by providing quantitative and qualitative information necessary to understand customer experience across time, devices and channels. To learn more about the business benefits and cost savings identified using Forrester’s TEI framework and methodology, click here or the tile below to download Forrester’s The Total Economic Impact™ Of IBM Tealeaf, Cost Savings and Business Benefits Of IBM Customer Behavioral Analytics Solutions.

 

Download the Forrester TEI Study

 

 

Topics: tealeaf analytics, customer experience analytics, Customer Experience, customer journeys, Tealeaf CX on Cloud, IBM Tealeaf Customer Experience (CX) On Cloud, customer insights, Behavior Analytics, cx analytics, digital experience, Tealeaf, return on investment, ROI

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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