Acoustic Analytics vs. Pendula

• 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.

Incentivized

We used Pendula as part of our re-engagement program. This was valuable, as we were able to connect with 40,000 or more names. Knowing that either a significant telesales team effort--too expensive and not enough people--would be implausible. We designed an interactive SMS journey that allowed us to begin the process of taking the 40.000 and discovering those who were willing to shop with us again automatically. We also found that promotions and blasts worked really well, were very easy to set up and run, and then the automation on the back to create the Salesforce opportunity. We have also engaged with custom objects and were able to trigger events on internal activities and sales status, such as shipping notifications.

• 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.

• EOFY campaigns that drove limited time, limited release offers. We could segment our targets and engage those most likely to respond well.
• Limited release wine offers, again targeting the right buyers, and then designing a series of interactions with them. This enabled sales reps to speak to those most warm.
• Customer re-engagement. We have very many historical customers. We were able to reach 30,000 or so people and then lead them through several steps towards re-engagement.
• Targeting smaller customer segments was made easy due to the deep integration with Salesforce. We could create campaigns to account owners of contacts that met criteria--which provided a deeply personal experience.

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

Incentivized

• Navigating a variety of journeys can get tricky. They have been steadily improving the interface here.
• Managing launch times and turning campaigns on and off can be cumbersome.
• Naming, tagging, and cross-journey reporting would be great.

I do not have power over contracts.

Incentivized

Added benefit

Incentivized

We found the user interface, the customer service, and the feature sets worked very well for us. Pricing was also affordable.

• 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.

Incentivized

• We were able to activate a large number of old customers
• We generated significant revenues and fast sales
• We have been able to run multichannel campaigns to great effect