Experience with IBM Tealeaf Steven Perry February 13, 2019 - - PowerPoint PPT Presentation

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 Founder/President February 13, 2019

www.pereion.com

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)

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Anomaly Detection Metrics: Understand Unusual Customer Behavioral Patterns to Optimize Business Performance

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Apply anomaly detection to metric reports

Detect unusual patterns Gain insight to identify issues

Watson CXA predictive analytics

Determine contributing factors

Anomaly detection will monitor metric against historical data

Calculate and quantify deviations and flag anomalies

Drill deeper with session analysis

Better understand the root cause of the issue Gain insight needed to take corrective actions Macro to micro view

Struggle Analytics: Identify and Understand Customer Struggle

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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 ➢User-defined events

Edit struggle factors

Session Replay

Zoom in to see where and why your customers struggle

Macro to Micro View

Business Process Scorecards: Monitor critical processes to

• ptimize online experiences

Quote Cart Query Register Pay

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Visibility into business process performance

Root out inefficiencies in critical processes

Measure business process success across steps

Identify underperforming steps that may require optimization

Start checkout Ship Bill Complete Checkout Complete checkout abandonments over 50%!

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?

Insight to better understand how your business is performing across geographical areas

Engaging Struggling

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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

Launch targeted campaign or promotional offers to encourage conversions and boost business

Threshold Exceeded

Search Optimization: Increase Customer Engagements and Enrich Experiences

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Create advanced search events in Watson CXA

Analyze customer behavior before, during and after performing search

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?

Build customized reports to gain deeper insight

Understand if you are providing preferred search content and if customers find what they are searching for

Search terms correlated with customer engagements

Search Optimization – On Site

• Summary Metrics
• Search counts
• Entry/referral pages
• Search terms
• No results
• Languages/Geography
• Search Results Page
• Pagination
• Tabs
• Filters/Scopes
• Page scrolls
• Search Actions
• Click thru rate
• Page duration
• Bounce rate
• Click position
• Post Search Metrics
• Conversions
• Bounce back
• Multi search
• Multi click

On Site Search Optimization plays a critical role in

• verall 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

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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

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