59 Ratings
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Score 8.9 out of 100
23 Ratings
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Score 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

Gainsight PX

If you have short simple messages that need to go out in precise situations, and you want to see who has seen what messages, PX works very well. If you want to see what a user does in your software, PX shows a log (through all mapped parts of your software, and through each URL). You can display a path of all users with a common start or endpoint (to assess user flow). But it often feels like important context is missing: how long did they take in each spot, how'd they move their cursor, where were they reading—these remain big gaps. If you have simple surveys to send, you can target these with the same level of precision as PX messages.
Michael Wohlwend | TrustRadius Reviewer

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 PX

  • Setting up a new campaign is a step by step process that you are lead through by the application.
  • Analytics are right there on the campaign that is currently active. You also have the ability to filter on the data to obtain additional information.
  • There is the ability to run multiple campaigns at the same time. This allows for the ability to be very focused by account.
Helene Tapper | 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 PX

  • Generate reports based on predefined segments is not possible. This is essential for us for creating an onboarding workflow.
  • On-screen guides randomly lose their mapping and need re-calibration. This might be due to our application responsive technology.
  • Missing customization on certain engagements - Creating a delay is not possible for all types which is needed.
Oded Wilder | 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 PX

Gainsight PX 8.2
Based on 1 answer
I like the product, find it pretty easy to use. As we move forward, looking forward to using more of the functionality.
Helene Tapper | TrustRadius Reviewer

Support Rating

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

Gainsight PX

Gainsight PX 7.8
Based on 13 answers
Technical support is responsive but takes a very long time to actually fix issues and bugs. I've spent a lot of time on the phone with their support team trying to help them solve issues. The Customer Success team is not as supportive as I imagined; I have not had any regular contact with my CSM.
Anonymous | 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 PX

ChurnZero is similar in its NPS and walk-through abilities as is user IQ but neither fits in the exact same category. Px is unique to anything I've used for the data extraction it offers. It's not a CS tool like those I mentioned but it is easily the best in terms of tracking customer behavior on our platform.
David Jensen | 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 PX

  • We have become more data-driven as a whole. Rather than just making assumptions based on gut feeling, we back that up with data.
  • We have become more aware of features that are 1) used way more than we thought, and 2) features that don't get touched.
  • We have been able to find examples of innovative ways users are engaging with our product.
Julie Pinto | 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 PX

General

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

Gainsight PX Editions & Modules

Edition
Starter (Free)$01
StarterStarting at $400/M2
GrowthCustom3
  1. 100 or less MAUs (Monthly Active Users)
  2. 500+ MAUs (Monthly Active Users)
  3. Per MAUs (Monthly Active Users) and more
Additional Pricing Details

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