Data Driven Customer Experience with IBM Tealeaf Steven Perry February 13, 2019 www.pereion.com
Who is Pereion Solutions? Pereion Solutions helps our clients deliver exceptional digital customer experiences by applying advanced customer analytics. Steven Perry www.pereion.com Founder/President February 13, 2019
Think Tank Overview It’s one thing to see what’s happening on your website, it’s entirely different to see why it happened. Join this Think Tank with certified IBM Tealeaf Business Partner, Pereion Solutions, to understand how to use data and AI to diagnose customer experience, remove obstacles, and capture lost revenue. • Anomaly Detection • Struggle Analytics • Process Scorecards • Geospatial • On Site Search Optimization • Session Search & Analysis Techniques (Live Demo) www.pereion.com
Anomaly Detection Metrics: Understand Unusual Customer Behavioral Patterns to Optimize Business Performance www.pereion.com
Apply anomaly detection to metric reports Watson CXA predictive analytics Detect unusual patterns Determine contributing factors Gain insight to identify issues
Anomaly detection will monitor metric against historical data Calculate and quantify deviations and flag anomalies
Drill deeper with session analysis Macro to micro view Better understand the root cause of the issue Gain insight needed to take corrective actions
Struggle Analytics: Identify and Understand Customer Struggle www.pereion.com
Monitor struggle activity ➢ Repeat patterns of unproductive user actions ➢ Step count – number of user-initiated actions on a page ➢ Detect issues with UI elements, such as a user repeatedly clicking an icon ➢ U ser-defined events
Edit struggle factors
Session Replay Macro to Micro View Zoom in to see where and why your customers struggle
Business Process Scorecards: Monitor critical processes to optimize online experiences Query Quote Cart Register Pay www.pereion.com
Visibility into business process performance Root out inefficiencies in critical processes
Measure business process success across steps Start checkout Complete checkout Ship Bill abandonments over 50%! Complete Checkout Identify underperforming steps that may require optimization
Use Segmentation to compare process performance Identify underperforming segments and process steps requiring fine- tuning to optimize overall business process success
Geospatial Analytics: Where do your customers engage? Engaging Struggling Insight to better understand how your business is performing across geographical areas www.pereion.com
Geospatial analytics: reveal geographical trends in your business Segment Data Set Thresholds
Geospatial analytics use cases Remarket to customers who abandon Optimize your site for global operations Optimize mobile channel on a wide-scale level Improve campaign effectiveness across your global business
Use case: Remarket to customers who abandon Threshold Exceeded Launch targeted campaign or promotional offers to encourage conversions and boost business
Search Optimization: Increase Customer Engagements and Enrich Experiences www.pereion.com
Create advanced search events in Watson CXA How long do customers stay on a page after a search? Where do customers navigate after a search? Where did they navigate before a search? Analyze customer behavior before, during and after performing search
Build customized reports to gain deeper insight Search terms correlated with customer engagements Understand if you are providing preferred search content and if customers find what they are searching for
Search Optimization – On Site • Summary Metrics • Search Results Page • Search counts • Pagination • Entry/referral pages • Tabs • Search terms • Filters/Scopes • No results • Page scrolls • Languages/Geography • Search Actions • Post Search Metrics • Click thru rate • Conversions • Page duration • Bounce back • Bounce rate • Multi search • Click position • Multi click On Site Search Optimization plays a critical role in overall user experience for many sites.
Session Search & Analysis • Search for active and completed sessions • Search criteria based on time, session attributes, events, etc • Toggle between views of session attributes for quick analysis • Drill down to individual sessions • Session replay • Analyze session timeline based on every JSON user interaction • Review HTML request and response for every page Live Demo www.pereion.com
Tealeaf and Watson CXA Use Cases • Priority Use Cases • Geospatial Analytics - Learn and understand where your customers are engaging and struggling geographically • Struggle Analytics - Detect and analyze customer struggle on your site in real time • Heat Map Analysis - View where customers are interacting with your pages and understand customer behaviors for different segments • Journey Analytics - Visualize and understand customer journeys across time, devices and channels • Business Process Scorecards - Gain visibility into the performance of your business processes and identify individual process steps that may need improvement • Real-time Alerting - Identify and instantly be alerted to the first signs of customer struggle on your website • Search Optimization - Achieve advanced insights into how customers engage with content and what they are searching for on your website • Anomaly Detection - Identify unusual patterns and irregularities in customer behavior data and uncover contributing factors Check out https://www.pereion.com/watsoncxausecases
Announcing New Tealeaf and Watson CXA Learning Portal www.pereion.com
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