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Pereion Solutions Blog


Optimizing On-site Search with IBM, Marketing Analytics Summit Presentation


by Steven Perry
Yesterday, I had the opportunity to co-present with Dave McDuff, IBM’s leader for IBM.com Search and Discovery at the Marketing Analytic Summit.  Our talk was about On-site search for IBM.com, including What we track, What we find, What we do, and Why! 
 
I have observed in this business that certain individuals and teams truly look to leverage data to gain insight into their digital products, Dave and his team clearly fit in this category. They meet informally every morning, first thing over coffee, to see where the data may lead them.   
 
While the focus is on a limited number of core metrics, including clicks and terms, the real analysis is done by breaking out those core metrics in many dimensions.  These dimensions include: net promoter score, page performance, geography, language, results position, filters, pagination, time on page, etc.  The highly customized dimensional analysis is combined with the ability to pull up and do session analysis on any user session. This creates the ability to visualize and contextualize user behavior, enabling the team to gain a common understanding of UX issues. 
 
Based on their analysis, the team can address UX or UI issues that they uncover.  They quickly identify and quantify queries with no results,  including new topics.  They can even tackle issues around single word searches, where the user has provided very few clues on their real interests. 
 
The team is then able to quickly update UX issues as they surface and tune the search engine based on search terms and results.  They are also able to proactively listen and respond to their customers. This might include a recent product launch, product update or it might be a surge in searches based on current events, such as the current Covid 19 pandemic. 
 
Search is one of the most important capabilities on IBM.com. This data driven culture created by Dave and his team, has enabled them to focus on customer service, cost reduction, and revenue generation opportunities.  Across most digital properties, On-site search has become an increasingly critical tool for site navigation.  Often it fails to receive the analytical focus it deserves.  
 

Leverage Customer Experience (CX) Analytics to Drive Business Value


by Steven Perry

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.


Pereion and Tealeaf at Forrester CX NYC


by Kristin Bonazoli

The Forrester CX NYC Conference wrapped up last week and Pereion Solutions was proud to showcase important Tealeaf use cases at the event's IBM Tealeaf Experience Zone.  Steven Perry was available for the duration of the conference answering questions and providing deep dives into several Tealeaf use cases that can be implemented to improve digital intelligence, create actionable insights and facilitate digital transformation.


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


by Kristin Bonazoli

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.


Pereion's Think Tealeaf Presentation Now On-Demand


by Kristin Bonazoli

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.

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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