50 Ratings
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Score 6.3 out of 101
46 Ratings
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Score 5.8 out of 101

Likelihood to Recommend

IBM Digital Analytics

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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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.
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Pros

IBM Digital Analytics

  • IBM Digital Analytics is a strong offering for retail eCommerce clients, based on the out-of-the-box metrics available around product views, items added and abandoned, as well as the ability to remarke to the individual user based on that information.
  • Fairly straight forward implementation compared to the other major tools
  • Visitor stitching - I feel the IBM Live Profile is very accurate at creating a full picture of an individual user and provides opportunities to create better messages to them.
  • Having IBM Support as a an immediate resource to clarify or troubleshoot any of the system features has been very beneficial as well
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IBM Watson Customer Experience Analytics

  • Speed of searching for web sessions and users. This particular feature seems to impress me the most. When researching incidents where users report to have difficulty on our site, all we need is any of the unique identifiers of a user (email address used, IP address, user id) and we can locate their session(s) almost immediately in TeaLeaf.
  • Multiple conditional events - I really like how we can have events contain already existing events. This helps a great deal if issues being researched become even more complex.
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Cons

IBM Digital Analytics

  • The user interface is dated and flash based which makes it very difficult to use on mobile. The visualizations and graphs are nice but hopefully they will move away from flash soon.
  • The custom reporting module, Explore, is powerful and the only place to entirely customize display columns and metrics but it is limited to a certain number of credits each month. Each month of data included in a report uses 1 report credit.
  • Inside the Digital Analytics interface you are limited in the number of one time and persistent segments you can create. One time segments must be within the last 93 days and the date range cannot exceed 35 days. Depending on the reporting request that comes up you may run into this limitation.
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IBM Watson Customer Experience Analytics

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

IBM Digital Analytics

IBM Digital Analytics 6.0
Based on 19 answers
I do not currently govern an existing implementation. However, once selected, I would suggest that changing platforms is an EXTREMELY costly proposition in terms of time, cost, and disruption of business analytics
Stewart Pratt profile photo

IBM Watson Customer Experience Analytics

IBM Watson Customer Experience Analytics 5.7
Based on 6 answers
The only reason I"m not using it now is due to some transitions our company is going through. It's an extremely useful product and I hope to start using it again within the next year.
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Usability

IBM Digital Analytics

IBM Digital Analytics 9.0
Based on 1 answer
Very easy to implement and use.
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IBM Watson Customer Experience Analytics

No score
No answers yet
No answers on this topic

Reliability and Availability

IBM Digital Analytics

IBM Digital Analytics 10.0
Based on 1 answer
Never had any issues
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IBM Watson Customer Experience Analytics

No score
No answers yet
No answers on this topic

Performance

IBM Digital Analytics

IBM Digital Analytics 8.0
Based on 1 answer
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.
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IBM Watson Customer Experience Analytics

No score
No answers yet
No answers on this topic

Support

IBM Digital Analytics

IBM Digital Analytics 2.3
Based on 4 answers
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.
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IBM Watson Customer Experience Analytics

No score
No answers yet
No answers on this topic

Online Training

IBM Digital Analytics

IBM Digital Analytics 7.1
Based on 2 answers
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.
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IBM Watson Customer Experience Analytics

No score
No answers yet
No answers on this topic

Implementation

IBM Digital Analytics

IBM Digital Analytics 9.9
Based on 2 answers
See previous comment: reading and understanding the encyclopedic implementation guide is a must.
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IBM Watson Customer Experience Analytics

No score
No answers yet
No answers on this topic

Alternatives Considered

IBM Digital Analytics

IBM Digital Analytics is typically a choice driven by CMS and pricing decisions. In terms of stand alone considerations: Adobe Analytics typically wins on flexibility (aka ability to customize the system to your particular business)Google Analytics typically wins on technical user base (aka ability to easily hire teams with the expertise to support the product)IBM typically wins on uniformity/standardization of deployment and industry benchmarking (aka proven, standard deployment process leading to less error prone implementation)
Stewart Pratt profile photo

IBM Watson Customer Experience Analytics

Cognos has exploration but it doesn't have much AI and ML functionality. Watson is much more helpful when it comes to customer experience analytics. Watson gives clarity into end-to-end journeys and effectiveness while also giving the ability to visualize the actual customer experience on digital channels. The macro to micro view gives both the what and the why behind performance. The insights can be used to optimize journeys, boost conversion, and maximize profitability.
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Scalability

IBM Digital Analytics

IBM Digital Analytics 9.0
Based on 1 answer
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.
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IBM Watson Customer Experience Analytics

No score
No answers yet
No answers on this topic

Return on Investment

IBM Digital Analytics

  • Digital Analytics is essential for reporting across web performance and marketing activities.
  • Although ROI is difficult to calculate for a web analytics tool, it has helped us drive business decisions that lead to increased ROI for marketing performance as well as a higher conversion rate on the website leading to higher revenue.
  • In particular, the Digital Recommendations solution has proved positive and has consistently returned positive ROIs for the majority of our clients, on average adding a lift of 5-10% in Sales.
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IBM Watson Customer Experience Analytics

  • Positive impact
  • Increase in web sales
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Pricing Details

IBM Digital Analytics

General

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

IBM Watson Customer Experience Analytics

General

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

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