45 Ratings
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Score 7.6 out of 100
1 Ratings
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Score 9.1 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

PlaybookUX

When you are trying to get feedback from users it's great to be able to use PlaybookUX because you don't have to do any of the manual work of conducting research. They take care of all of that for you. Great for companies who are short on time and don't want to do the administrative stuff.
Anonymous | 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

PlaybookUX

  • They recruited our demographic.
  • Customer support was awesome.
  • Studies are very easy to set up.
Anonymous | TrustRadius Reviewer

Cons

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

  • More knowledge sharing sessions
  • UI/UX Improvements
  • More tooltips on icons
Anonymous | TrustRadius Reviewer

PlaybookUX

  • I wish I could download reports.
  • They didn't have card sorting - I was able to use Trello for this so it was ok.
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
I do not have power over contracts.
Anonymous | TrustRadius Reviewer

PlaybookUX

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

PlaybookUX

PlaybookUX 9.1
Based on 1 answer
Setting up a study only takes 5 mins. and you can preview a study before sending it out so you don't make any mistakes.
Anonymous | TrustRadius Reviewer

Support Rating

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

No score
No answers yet
No answers on this topic

PlaybookUX

PlaybookUX 9.1
Based on 1 answer
They use intercom so it's very easy to chat them and ask any questions. I really didn't need customer support all that much because it was easy to use but when I did, they were so helpful! They respond to you within minutes and answer any and all questions you have. They actually sent me a video walk though as well.
Anonymous | TrustRadius Reviewer

Alternatives Considered

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

Added benefit
Anonymous | TrustRadius Reviewer

PlaybookUX

PlaybookUX is much cheaper than UserTesting.com. They are also easier to use and set up studies than user testing. I liked how simple it was and we could conduct both moderated and unmoderated for very cheap.
Anonymous | TrustRadius Reviewer

Return on Investment

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

  • 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.
Chris Hall | TrustRadius Reviewer

PlaybookUX

  • We improved our product features before sending it to the development team which allowed us to not waste dev time building the wrong features.
  • We also spent less time conducting the research so we were able to do more research than we would have if we weren't using PlaybookUX.
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

PlaybookUX

General

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

PlaybookUX Editions & Modules

Edition
Unmoderated$491
Moderated$1002
Moderated$1503
Bring your own customers$04
  1. per participant
  2. per participant (30 minutes)
  3. per participant (60 minutes)
  4. total
Additional Pricing Details

Add comparison