Coremetrics / IBM Digital Analytics (discontinued) vs. IBM Watson Discovery

IBM analytics has continued to improve upon the days of being the original core metrics. After using the updated version for quite some time, it has been great at providing the needed analytics to measure ROI and goal performance for our quarterly KPI's. It has resulted in a great increase in web engagements although we are a midsize company, smaller outfits may not need such an expensive option.

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Overall, IBM Watson Discovery is an amazing technology that we use with our clients to address various business problems, but the biggest challenge has always been about ingesting, analyzing, enriching, and searching huge collections of documents and allowing our end users and SMEs to be able to search for what they need to reduce the time and efforts spent daily on a manual search through various collections of documents. We have successfully managed to reduce manual work by over 80%, and now our SMEs are being used for the skills they have to gather insights rather than do manual work.

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• IBM CXA comprises an acquisition called Tealeaf. This tool has deep heritage and this is evident in its present-day capabilities.
• The Universal Behaviour Exchange or UBX puts the concept of personalisation at the forefront. The ability to combine physical (analog) and digital transactions to create the complete picture of a customer journey, is a stand out benefit.
• The solution does not have to involve the purchase of software. IBM CXA can be sold as a service bundled with analytics as a service. This not only lowers the cost of ownership, it gets around one of the principal issues. Strong staff with design and analytical capability to drive the solution and deliver tangible benefits.
• The seamless integration of Watson AI services to help with the heavy lifiting. Watson reinforces the analytical focus this solution has and can learn to recognise situations specific to a company.

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• It is an excellently fast platform with documents and the answers to queries.
• With automation learning beneficial as it saves time.
• When searching for a document, everything stays located and easy to find.
• Acceptance of various documents.
• It has a quite comfortable Technical support, always available when required.

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• The user interface is in Flash, which can be very frustrating and slow at times. Apparently, this is to be transitioned in a future release.
• Can only segment the last 93 days of data. Any historical segmentation beyond the 93 days must be run in Explore (which is credit based, and has its own limitations with the number of credits per month, based on the initial contract with IBM).
• Reports can only display 93 days of data at a given time for custom date ranges. There are pre-programmed date ranges setup with IBM during implementation (last week, last month, last quarter etc.), but are not flexible enough to answer more specific questions.
• Certain reports cannot have segments applied, making answering some simple questions a bit more tricky. For example, I can create a segment around mobile devices and apply it to the marketing channels report, but I can't create a marketing channel segment and apply it to the mobile reports.
• Built in API calls allows for nice report design and automation.

• I believe AI should be more flexible about providing data. However, it's understandable that you need to provide the details you need in a more specific and detailed way.
• The interface could use more tweaking. Being new to the program, it was kind of hard to navigate.
• Luckily, there was a customized feature of the dashboard that I could set up, and having something that you know where you are placed always feels familiar and comfortable.

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IBM Digital Analytics is a great solution for our clients and I believe they offer the best solution for the retail space. We have access to IBM support via email or live chat and they can answer many of the reporting questions that come up. IBM is receptive to our feedback of the product so I am confident they will continue making improvements

Very easy to implement and use.

IBM Watson Discovery has the best user capabilities and easily transform business decision-making portfolio. The automation system saves time used in data analysis as opposed to manual research that consumes a lot of time. The visualization across the dashboard enables my team to interpret complex data and use it to make reliable marketing decisions.

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Never had any issues

As reports are templated, the system is pretty quick. Sometimes you have to wait a bit for a report to render. Or you might have to re-load the page. But there is no real issue here and the system is on par with other similar systems.

Overall, the level of support is very good and I would say it is a strong asset of the solution. However, you can sometimes feel that there is a difference of level among the support team.

Similar to all IBM Watson and Salesforce product solutions, the overall support would be a 10/10. Their provided FAQ's help with frequently experienced issues and if still unable to figure something out, their customer service representatives are always super responsive. With instant chat functions available, it is easy to ask a quick question rather than sitting on hold.

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Online training is really great. One of the best assets that they have. Lots of great videos, pop quizzes at the end of each module. Fantastic. Other tools have similar features, but not as good.

See previous comment: reading and understanding the encyclopedic implementation guide is a must.

Much of the work we did in IBM Digital Analytics could have been answered through Google Analytics, a much simpler, agile and FREE solution set. Not mention, given the vast number of Google Analytics USERS, free and actionable support is simply a click away ... this compared to IBM Digital Analytics fractured and often absent support service.

Discovery differs from its competitors due to the better ease of implementation and the high level of natural language recognition, it is equal in integration resources such as API and workflow or process pipeline, but it loses in the price for a high volume of documents and/or research. If you own or plan to use other services from the IBM Watson family, there is no doubt that Watson discovery is your best option. Another important point is if you plan to use a cloud or on-premise service (local server or private cloud).

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This solution can support large amount of data and transaction. The way that user management features are built, it shows it is meant for large organizations.

• We spend too much time trying to work around bugs on the new UI.
• We spend too much time trying to figure out how to make certain segments work because support and the knowledge center are lackluster.
• Our sales rep is very unresponsive and leaves us searching for a lot of answers on our own, including what other products we may benefit from that IBM offers.

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• We find its Enterprise plan expensive for a country of LATAM. For US or Europe based businesses, looks great.
• A Big Data and massive queries based company would find the service expensive. Maybe a flat price plan would be helpful.
• Have you thought in making a cheaper plan where you take the learning from your customer's data to enrich your AI tool?

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