ibm tealeaf customer experience on cloud
TRANSCRIPT
© 2015 IBM Corporation
#ibmamplify
Accelerate your Customer
Experience Management With
IBM Tealeaf Customer
Experience on Cloud
© 2015 IBM Corporation
#ibmamplify
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
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Today’s consumer is empowered and demanding
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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.
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The Ratio
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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
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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
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User Experience Journey – IT Department
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APM Services Status
Application Servers - SLA
Database Monitoring
Middleware Monitoring
Network Monitoring
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User Experience Journey – Contact Center
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• Small %• Scripted questions• Escalation
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User Experience Journey – Marketing Department
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• 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
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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
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• 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
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• 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.
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Aware of
Negative
Trends
Isolate
Problems
Identify
StruggleQuantify
Impact
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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
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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
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