62 Ratings
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Score 9.4 out of 100
402 Ratings
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Score 7.8 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

Gainsight Customer Cloud

If your business has a large customer base and you are struggling to understand the specific needs of each customer, you could greatly benefit from using Gainsight. It gives the business leader the leverage to understand the how and why, and provides the data to ensure customers are better off
Kyle Moninger | TrustRadius Reviewer

Feature Rating Comparison

Security

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Gainsight Customer Cloud
7.7
Role-based user permissions
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Gainsight Customer Cloud
7.7

Platform & Infrastructure

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Gainsight Customer Cloud
8.7
API
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Gainsight Customer Cloud
8.4
Integration with Salesforce.com
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Gainsight Customer Cloud
8.9
Integration with Marketo
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Gainsight Customer Cloud
8.6
Integration with Eloqua
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Gainsight Customer Cloud
8.6

Customer Data Extraction / Integration

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Gainsight Customer Cloud
8.4
Product usage
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Gainsight Customer Cloud
8.4
Help desk / support tickets
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Gainsight Customer Cloud
8.4

Customer Success Management

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Gainsight Customer Cloud
8.6
NPS surveys
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Gainsight Customer Cloud
8.3
Sponsor tracking
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Gainsight Customer Cloud
8.1
Customer profiles
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Gainsight Customer Cloud
8.6
Automated workflow
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Gainsight Customer Cloud
8.8
Internal collaboration
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Gainsight Customer Cloud
8.1
Customer health scoring
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Gainsight Customer Cloud
9.4
Customer segmentation
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Gainsight Customer Cloud
9.2

CSM Reporting & Analytics

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Gainsight Customer Cloud
9.2
Customer health trends
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Gainsight Customer Cloud
9.2
Engagement analytics
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Gainsight Customer Cloud
8.5
Revenue forecasting
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Gainsight Customer Cloud
9.4
Dashboards
Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Gainsight Customer Cloud
9.4

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

Gainsight Customer Cloud

  • Charting/graphing/reporting - lots of options to create visualizations.
  • Report Builder function - again, many options to choose from, relatively easy to use and quick to see output.
  • Logical and pleasing UI - easy to follow and find what you're looking for.
Anonymous | 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

Gainsight Customer Cloud

  • Reporting is good, but remains confusing and requires an admin to really navigate instead of end users being able to use
  • Sharing: getting other teams access to the C360 page has been difficult without a full license.
  • Journey Orchestrator can handle most emails, but the HTML functionality could be easier to navigate.
Anonymous | 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

Gainsight Customer Cloud

Gainsight Customer Cloud 6.8
Based on 14 answers
Gainsight offers a level of support that I've not experience before. They will work with you to come up with a solution to a problem - or help match you with another client that has a similar setup as you to get their feedback. Also the functionality that we have built within the software works for us. It's 'easy' to use (once you get the hang of it) and our users rather enjoy working in the software.
Anonymous | TrustRadius Reviewer

Usability

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

Gainsight Customer Cloud

Gainsight Customer Cloud 8.7
Based on 14 answers
Gainsight is extremely powerful. That power creates complexity. At the point we are at now, we are comfortable with the tool and we get it. However, it is not easy to grasp at the get go. Even some new features take us time to understand. But as I said, the function and power of the tool are immense and that good outweighs anything that is too complex.
Ben Michael | TrustRadius Reviewer

Performance

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

Gainsight Customer Cloud

Gainsight Customer Cloud 6.4
Based on 2 answers
There are some times when it can take almost a minute to load some of our reports or the rules engine. Within a rule it can also take time to load the actions as they each load one at a time when scrolling. The ability to scroll without waiting would be ideal
Greg Haugen | TrustRadius Reviewer

Support Rating

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

Gainsight Customer Cloud

Gainsight Customer Cloud 7.7
Based on 254 answers
Most of the time the team are very good at being responsive, with the odd occasion I've had to send follow up emails for an update. The team are very good at explaining solutions to an issue and make great use of gifs and images to assist.
Anonymous | TrustRadius Reviewer

Online Training

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

Gainsight Customer Cloud

Gainsight Customer Cloud 5.5
Based on 2 answers
The online videos are very good for basic tasks in the platform, but it isn't very descriptive or helpful trying to make your own specific variables fit the simple example that is typically used. Typically, I'll watch a video, try on my own and still have to get help from support or Customer Success team
Greg Haugen | TrustRadius Reviewer

Implementation Rating

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

Gainsight Customer Cloud

Gainsight Customer Cloud 6.3
Based on 12 answers
Do your homework before starting - the vast majority of success related to implementation depends on your knowledge of your business, your customers, and your data. The platform can do whatever you want it to do...so be thoughtful about what you are building.Start simple. Validate and adjust for continuous improvement.Think about your data needs early on. Define and document your processes for easy onboarding of new team members.
Beth Power, MBA, CSM, SA | 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

Gainsight Customer Cloud

Our Salesforce admin is constantly pushing us to adopt more of the features of Salesforce. However, we find that Gainsight is a stronger tool for customization and enhanced interdepartmental communications. Timeline makes it easy to understand where we stand in a customer lifecycle, which is far superior to reviewing an activity history related list in Salesforce.
Anonymous | 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

Gainsight Customer Cloud

  • We have increased our NPS overall score thanks to the visibility we have been able to capture by sending the NPS Survey.
  • By using the Customer 360 we have increased the relationship between our Customer Success Executives and our customers.
  • Our employees with visibility of Gainsight have improved their performance thanks to Gainsight's automation in reports and dashboards.
Anonymous | TrustRadius Reviewer

Screenshots

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

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

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics) Editions & Modules

Additional Pricing Details

Gainsight Customer Cloud

General

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

Gainsight Customer Cloud Editions & Modules

Edition
Subscription$2,5001
  1. Per Company Per Month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
9.5
Gainsight Customer Cloud
8.4

Likelihood to Renew

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
5.2
Gainsight Customer Cloud
6.8

Usability

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Gainsight Customer Cloud
8.7

Reliability and Availability

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Gainsight Customer Cloud
8.2

Performance

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Gainsight Customer Cloud
6.4

Support Rating

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Gainsight Customer Cloud
7.7

Online Training

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Gainsight Customer Cloud
5.5

Implementation Rating

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Gainsight Customer Cloud
6.3

Scalability

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
Gainsight Customer Cloud
7.3

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