IBM Tealeaf Customer Experience on Cloud

© 2015 IBM Corporation

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Accelerate your Customer

Experience Management With

IBM Tealeaf Customer

Experience on Cloud


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1IBM Confidential9 May 2015

Digital and mobile Customer Experiences are not about the final outcome. It’s about people being increasingly mobile and paradigms that enable them.

2

Mobile commerce transactions will reach

$3.2 trillion in 2017

Gartner Symposium 2013


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Physical location is no longer a barrier to engagement

3


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Today’s consumer is empowered and demanding

4

71%of smartphone users

compare prices in

stores1

58%are more price

conscious today than

they were a year ago2

43%increase in mobile sales

on Black Friday 2013

versus 20123

92%of consumers trust

earned media above all

other forms of

advertising6

70%of a business-to-

business (B2B)

purchase decision is

made before a sales

representative is

contacted5

6.8Bmobile phone

subscribers across the

globe in 20134


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Businesses must understand their customer

5

88% abandoned cart

75% move to costly channel

63%less likely to repeat with bad

experience

41%expressed frustration


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Bad customer experiences

are more dangerous than ever.

6©2015 IBM Corporation


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The Ratio

8

Companies typically spend $92

to bring customers to their site.

92:1But only $1 to convert them.

eConsultancy: Conversion Rate Optimization Report - 2012


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Visibility Gap

9

68%

56%

48%

48%

43%

42%

41%

33%

28%

27%

22%

27%

38%

48%

47%

55%

50%

50%

57%

63%

60%

59%

4%

6%

4%

6%

3%

8%

8%

10%

9%

13%

19%

0 50% 100%

How people become aware of your brand or website

Where people come from before visiting your website

What types of content make people more likely to buy or convert

The value of visitors from different sources of traffic

Why visitors make a purchase or convert

What usability issues are most likely to affect the conversation

What they are most likely to do on their first visit

How visitors behave on different devices

(for example, desktop, laptop, tablet, smartphone)

Why visitors leave the site without converting

Why people abandon the shopping cart or transaction

Behaviors of different visitor types (men, women, frequent visitors and so on)

Good understanding Limited understanding No understanding


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A User Experience Journey

10


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User Experience Journey – IT Department

11

APM Services Status

Application Servers - SLA

Database Monitoring

Middleware Monitoring

Network Monitoring


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User Experience Journey – Contact Center

12

• Small %• Scripted questions• Escalation


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User Experience Journey – Marketing Department

13

• IT request• Remarketing• Same results

WA Data Status

Unique Visitors

Page Views

Up Time

Conversation Rate

x


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User Experience Journey – Marketing Department

14

Without understanding Why and fixing the problem, all other services and solutions are either ineffective or inefficient


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The Gap

No Visibility into Why Customers Succeed or Fail

15

• Server Logs• Performance Metrics• APM

• Funnel Reports• Business Trends• WA

• Email, Surveys• Phone Calls• CRM


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The Gap – IBM Tealeaf

Every Customer, Every Interaction, Every Time

16

• Server Logs• Performance Metrics• APM

• Funnel Reports• Business Trends• WA

• Email, Surveys• Phone Calls• CRM

IBM Tealeaf

Actions

Interactions

Issues


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Tealeaf Customer Experience on Cloud

IBM Tealeaf SaaS

IBM Customer Experience on Cloud is a robust analytics

platform that gives companies insight as to what their

customers are actually doing on their websites and mobile

applications.

17

Aware of

Negative

Trends

Isolate

Problems

Identify

StruggleQuantify

Impact


#ibmamplify18 ©2015 IBM Corporation

Tealeaf Customer Experience on Cloud

IBM Tealeaf SaaS


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Building our solutions around the way companies work

Omni-Channel – Common Customer Analytics User Interface

Journey AnalyticsExperience Designer

Tealeaf SaaS (CBA on Cloud) and Digital Analytics


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Announcing at Amplify – Tealeaf Replay as a Service !


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Key Benefits

21

Increased conversion rates from web and mobile adoption and usage

Gain insight into how web and mobile applicationsare being used, and where improvements can be made

Improved site/mobile usability and customer satisfaction

Visibility into where and why struggle is occurring

Reduced load on contact centers, call times, call volumes,and average speed to answer questions


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As-it-Happens Awareness To Eliminate Further

Struggle And Make More Customers Successful

22

Presentations & Public Speaking

IBM Tealeaf Customer Experience on Cloud