Acoustic Analytics (formerly IBM Watson Customer Experience Analytics) vs Adobe Analytics

• Tealeaf provides a unique view into a website beyond what typical web analytics can provide.
• It captures all of a website's traffic, no need to tag pages or decide ahead of time what data you want to capture.
• Data is captured and processed in real-time which reveal unknown issues as they are happening.
• Replay session to see what a customer or user actually did and not just they remember doing when a problem occured.

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• Adobe Analytics is very visually pleasing and user-friendly; my favorite thing is the simple drag and drop feature that makes the workspace flexible and clean.
• Reports are easy to read with the help of graphics; another reason why Adobe Analytics is visually appealing.
• Customer support; while it is sometimes slow to receive help, at least customer support exists, compared to Google Analytics.

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• More knowledge sharing sessions
• UI/UX Improvements
• More tooltips on icons

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• No proper governance on all the dashboards, users creates dozens of dashboards and leave it on the server with 100s of versions.
• Overall implementation is cumbersome and time-consuming.
• Need proper tagging on all of your platforms as well as all hits and instances.

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• The ROI question needs to be focused on clients and not our use internally. We leverage this as a platform for designing customer journeys for our clients.
• The ROI case is far easier to make for eCommerce operators. Customer journey failings can be easily quantified and seemingly simple issues can generate large ROI outcomes. For web assets without a trading bias, ROI can be established using notional value attribution. For example, a lead for motor insurance that is lost can be costed based on average policy value over a typical lifetime; struggle on a customer self-service portal can be quantified on the cost of handling through a call centre; etc.

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• As a direct result of some of our insights we obtained through Adobe Analytics, we focused on improving our mobile web pages which resulted in a significant increase in conversion rates for mobile devices (can't disclose actual figures here). We had no idea previously what % of our customers were going through certain processes on our website on a mobile device and the experience had been built for a desktop.
• One of the insights the Next Page Flow and Fallout reports helped us find was that fallout rates for the first step in one of our multi-step processes on the website were over 50%! That helped us identify that the first step was too complicated, and we simplified it and that resulted in a >30% improvement.

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