Acoustic Analytics (formerly IBM Watson Customer Experience Analytics) vs Webtrends Optimize

• 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.

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• Intuitive test set-up makes for a low learning curve.
• Ability to create custom data tables which enable exporting of visitor level data for more in-depth analysis outside of the Webtrends Optimize platform.
• Visual Editor WYSIWYG interface enables non-technical users to easily execute basic tests.

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

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• The cost is a factor. When you're trying to save money, particularly as a startup (a lot of our clients are up-and-comers) it has to be seen as an investment...but the cost to implement the system is fairly large.
• There's a bit of a steep learning curve, you can't just dive into the program.
• It's not impossible but it's not as easy as snapping your fingers to easily implement the program cross-platform.

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• 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.

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• So far we haven't seen an ROI that we can accurately measure due to only running a couple of tests that haven't resulted in direct, site wide changes. However, we have learnt a lot about how to set up the right processes and documentation.

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