59 Ratings
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Score 8.9 out of 100
9 Ratings
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Score 8.9 out of 100

Likelihood to Recommend

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

  • As mentioned earlier, transactional heavy web assets such as eStores are particularly strong candidates.
  • IBM CXA along with other, similar tools, is not set-and-forget. The solution must be well managed in order to deliver value. Purchase of the solution is one thing; driving analytic results is another. If a company's staff are not strong analytical thinkers, CXA will not help. IBM CXA is not just a technology platform - it is a basis to design strong customer touchpoints and interactions. You need to be customer journey design literate to get the best from this.
Chris Hall | TrustRadius Reviewer

CustomerSuccessBox

It is the best software if you are a b2b software who is planning to scale customer success department and you are running blind on potential threats for renewal. It also helps you understand which customer is not getting value out of your product. I completely recommend this. Go for it!!!!!
Karthik Jairam | TrustRadius Reviewer

Feature Rating Comparison

Platform & Infrastructure

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
CustomerSuccessBox
8.6
API
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
CustomerSuccessBox
8.7
Integration with Salesforce.com
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
CustomerSuccessBox
8.5

Customer Data Extraction / Integration

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
CustomerSuccessBox
8.9
Product usage
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
CustomerSuccessBox
8.8
Help desk / support tickets
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
CustomerSuccessBox
8.9

Customer Success Management

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
CustomerSuccessBox
8.7
NPS surveys
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
CustomerSuccessBox
8.3
Sponsor tracking
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
CustomerSuccessBox
8.6
Customer profiles
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
CustomerSuccessBox
8.5
Automated workflow
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
CustomerSuccessBox
8.7
Customer health scoring
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
CustomerSuccessBox
9.0
Customer segmentation
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
CustomerSuccessBox
8.8

CSM Reporting & Analytics

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
CustomerSuccessBox
8.5
Customer health trends
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
CustomerSuccessBox
8.9
Engagement analytics
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
CustomerSuccessBox
8.7
Revenue forecasting
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
CustomerSuccessBox
7.8
Dashboards
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
CustomerSuccessBox
8.7

Pros

Acoustic Analytics (formerly IBM Watson Customer Experience 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.
Nick Preese | TrustRadius Reviewer

CustomerSuccessBox

  • Provides product adoption and client relationship metrics on Account level.
  • Provides options for customizable dashboards.
  • Automated alerts based on set criteria.
  • Sheldon [ai] recommendations.
  • Quick support
Sachin Agarwal | TrustRadius Reviewer

Cons

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

  • IBM CXA leverages script tagging to inspect specific behaviour patterns. A tagging engine against your web assets is a must-have to simplify script insertion and avoid having to leverage internal IT resources to modify web code.
  • Tag management is perhaps the most challenging aspect of IBM CXA. In our view, this could be abstracted further and therefore simplified.
  • We would like to see connectors with UBX to common platforms such as CRM, marketing automation. The more this is readily available, the quicker the time to value for clients.
Chris Hall | TrustRadius Reviewer

CustomerSuccessBox

  • Quick add logs/tasks directly from the account page, this will save a lot of loading time and effort.
  • Software load speed.
Gavin Thomas | TrustRadius Reviewer

Likelihood to Renew

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics) 5.2
Based on 2 answers
The comprehensive set of tools IBM Tealeaf provides is so unique to what it can do. It continually provides value beyond what it costs. It is like free money. There hasn't been a tool that has replace what it can do. Without it, people and teams managing their application or website would be much more difficult
Nick Preese | TrustRadius Reviewer

CustomerSuccessBox

No score
No answers yet
No answers on this topic

Usability

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

CustomerSuccessBox

CustomerSuccessBox 8.8
Based on 9 answers
For a product Like CSB - User Interface is very important , & I must say CSB has User Interface.CSB runs smooth.Different Attributes at tips to ease the work.Integrating all my customers in one view
Ankur Parswani | TrustRadius Reviewer

Support Rating

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

CustomerSuccessBox

CustomerSuccessBox 9.1
Based on 9 answers
It is very good and can be reached on emails easily, support gives the resolution on time and can help in working us productively
Akshay Jangra | TrustRadius Reviewer

Alternatives Considered

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

Analytics! We want to utilize software that gave us basic information back. Obviously, with technology becoming smarter, more updated and more efficient, we converted to software that would handle that...IBM. we've realized that analytics are so beneficial to the reelection process, how we communicate with constituents and the way we relay information to the community.
Tanu Chahal | TrustRadius Reviewer

CustomerSuccessBox

We have chosen CustomerSuccessBox as it provides a 360degree customer view and end-to-end customer success management. On top of that having the visibility to automate alerts.
Shweta Dubey | TrustRadius Reviewer

Return on Investment

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

  • Best tool to measure and track our website activity.
  • Gives us an idea of which strategy on our layout is working better.
  • Representation of data through graphs and charts is very helpful.
Rohan Kashyap | TrustRadius Reviewer

CustomerSuccessBox

  • It has helped in managing large amount of Client data under single platform.
  • It helped in generating valuable insights from data.
  • It is helpful to take proactive actions.
Sachin Agarwal | TrustRadius Reviewer

Screenshots

Pricing Details

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

CustomerSuccessBox

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Required
$ 499*

* per user

Rating Summary

Likelihood to Recommend

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
9.5
CustomerSuccessBox
8.9

Likelihood to Renew

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
5.2
CustomerSuccessBox

Usability

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
CustomerSuccessBox
8.8

Support Rating

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
CustomerSuccessBox
9.1

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