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Acoustic Analytics (formerly IBM Watson Customer Experience Analytics) is a customer journey analytic technology for recording and analyzing customer interactions on a company's website and any mobile channels. It allows the company to catch any mistakes or glitches in the system that may be hindering customer experience.Good ProductWe are currently testing a couple projects using ML Algorithms in Watson to improve the customer experience. Watson Customer Experience Analytics excels at journey analytics, automatically identifying the pain points of customer experience. We collaborate with business and technology teams and come up with predictive algorithms to get better business results from our existing analytics program. It provides us actionable omnichannel customer behavioral insights and also guides decision making.,Simple implementation Better results Easy connectivity,More knowledge sharing sessions UI/UX Improvements More tooltips on icons,9,Positive: Faster solution Positive: Better prediction and service Positive: Secure and private,IBM Cognos,Tableau Desktop, IBM SPSS, IBM Cognos,Not Sure,Product Usability,IBM Watson is designed to support business uses across a broad range of industries and functional areas. Watson is not a silver bullet capable of answering every question. In general, the following problems are not appropriate for Watson: Complex mathematical computation. Watson can perform only very simple number calculations and comparisons. Predictive analysis. Watson Advisors cannot perform predictive analysis or predict the future, because it is designed to extract existing knowledge instead of creating new knowledge. It can only find candidate answers by comparing huge amounts of data and considering their statistical strength.Automation is keyWe use the commerce insights portion for automated merchandising on our websites,Ease of use of the tool Fast results for sales from automated merchandising Great insight into top performers Good support,Sometimes it times out and tool goes down,8,Positive impact Increase in web sales,IBM Watson Commerce Insights,IBM Watson Commerce InsightsPractical CXAWe leverage IBM CXA predominantly in support of clients. We do, however, use it against our own web assets to understand customer journeys. Predominantly, we help clients first create a simulation to identify customer experience issues or opportunities and create a hypothesis. In collaboration with the company, we then establish a proof of concept using real customer transactions to validate our initial findings and confirm areas of opportunity. Whilst there are many low-cost tools that provide insight into user activity and indeed offer session replay, this is an invalid basis for analysis; the focus is on raw data and not drawing conclusions from user activity. IBM CXA is particularly strong for transactional assets such as an eStore. It can, however, be applied to any situation involving user activity. A particularly strong aspect of IBM CXA is the core foundation it sits upon - UBX or Universal Behaviour Exchange. Not only is the capture of user behaviour through activity automatically recorded, but other, physical activity can also be channeled into the solution e.g. physical store purchases, call centre interactions, etc. IBM CXA is, therefore, in a strong position to represent entire customer journeys and not simply digital ones.,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.,IBM CXA leverages script tagging to inspect specific behaviour patterns. A tagging engine against your web assets is a must-have to simplify script insertion and avoid having to leverage internal IT resources to modify web code. Tag management is perhaps the most challenging aspect of IBM CXA. In our view, this could be abstracted further and therefore simplified. We would like to see connectors with UBX to common platforms such as CRM, marketing automation. The more this is readily available, the quicker the time to value for clients.,7,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.,Adobe Analytics and Lucky Orange,HubSpot, Microsoft Dynamics CRM, ARIS Business Process Management (BPM)Experiencing your website and mobile business as your customers doTealeaf 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.,Data is passively captured and is quick to implement because there is no need to change an app, which is great. Client side interactions also can be captured, but takes extra time because of integration into a site. There could be improvements made there. It can be hard to start making sense of the data because of the large volume of data it captures.,9,People tend not to believe the ROI because it tends to be so quick. Fraud detection and forensics pays for the product. Web analytics tends to be better understood than customer experience managment. I have used the product to find and resolve issues in hours where teams have spends months and sometimes years to find.,100,9Highly suggestedTo view customer sessions to see how they navigate the site. We align this with OpinionLab feedback to couch the comments. We also use it to verify releases as our site is personalized--it differs based on your profile.,Enables you to see the exact path and UI that the customer has taken.,More attributes to filter by.,9,Faster issues resolution,5
  3. Acoustic Analytics (formerly IBM Watson Customer Experience Analytics) Reviews
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Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
42 Ratings
Score 5.7 out of 101
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Acoustic Analytics (formerly IBM Watson Customer Experience Analytics) Reviews

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)
42 Ratings
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Score 5.7 out of 101

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No photo available
February 20, 2019

Good Product

Verified User
Score 9 out of 10
Vetted Review
Verified User
Review Source
We are currently testing a couple projects using ML Algorithms in Watson to improve the customer experience. Watson Customer Experience Analytics excels at journey analytics, automatically identifying the pain points of customer experience. We collaborate with business and technology teams and come up with predictive algorithms to get better business results from our existing analytics program. It provides us actionable omnichannel customer behavioral insights and also guides decision making.
  • Simple implementation
  • Better results
  • Easy connectivity
  • More knowledge sharing sessions
  • UI/UX Improvements
  • More tooltips on icons
It's well suited in building chatbots. We have tried and tested building a chatbot using Watson and it was easy to build and deploy. Watson accepts questions posed by the user in natural language and provides the user with a response (or a set of responses) by generating and evaluating various hypotheses around different interpretations of the question and possible answers to it. Unlike keyword-based search engines, which simply retrieve relevant documents, Watson gleans context from the question to provide the user with precise and relevant answers, along with confidence ratings and supporting evidence.
Read this authenticated review
No photo available
February 13, 2019

Automation is key

Verified User
Score 8 out of 10
Vetted Review
Verified User
Review Source
We use the commerce insights portion for automated merchandising on our websites
  • Ease of use of the tool
  • Fast results for sales from automated merchandising
  • Great insight into top performers
  • Good support
  • Sometimes it times out and tool goes down
Well suited for: Managing multiple websites for a small team. The automation really helps with productivity
Read this authenticated review
Chris Hall profile photo
October 17, 2017

Practical CXA

Chris Hall
Score 7 out of 10
Vetted Review
Reseller
Review Source
We leverage IBM CXA predominantly in support of clients. We do, however, use it against our own web assets to understand customer journeys. Predominantly, we help clients first create a simulation to identify customer experience issues or opportunities and create a hypothesis. In collaboration with the company, we then establish a proof of concept using real customer transactions to validate our initial findings and confirm areas of opportunity.

Whilst there are many low-cost tools that provide insight into user activity and indeed offer session replay, this is an invalid basis for analysis; the focus is on raw data and not drawing conclusions from user activity. IBM CXA is particularly strong for transactional assets such as an eStore. It can, however, be applied to any situation involving user activity.

A particularly strong aspect of IBM CXA is the core foundation it sits upon - UBX or Universal Behaviour Exchange. Not only is the capture of user behaviour through activity automatically recorded, but other, physical activity can also be channeled into the solution e.g. physical store purchases, call centre interactions, etc.

IBM CXA is, therefore, in a strong position to represent entire customer journeys and not simply digital ones.
  • 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.
  • IBM CXA leverages script tagging to inspect specific behaviour patterns. A tagging engine against your web assets is a must-have to simplify script insertion and avoid having to leverage internal IT resources to modify web code.
  • Tag management is perhaps the most challenging aspect of IBM CXA. In our view, this could be abstracted further and therefore simplified.
  • We would like to see connectors with UBX to common platforms such as CRM, marketing automation. The more this is readily available, the quicker the time to value for clients.
  • 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.
Read Chris Hall's full review
Nick Preese profile photo
December 10, 2014

Experiencing your website and mobile business as your customers do

Nick Preese
Score 9 out of 10
Vetted Review
Reseller
Review Source
  • 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.
  • Data is passively captured and is quick to implement because there is no need to change an app, which is great. Client side interactions also can be captured, but takes extra time because of integration into a site. There could be improvements made there.
  • It can be hard to start making sense of the data because of the large volume of data it captures.
Tealeaf is a must for any site that has a key business process that drives revenue for a company. It is not limited to only capturing a small percentage of visitors to your site, it captures every visitor to your site.

A lot has changed to the last year for Tealeaf for the good. There are many more options to for capturing data including a cloud and SaaS offering. Take a look again if you haven't seen it in a while.
Read Nick Preese's full review
No photo available
August 02, 2014

Highly suggested

Verified User
Score 9 out of 10
Vetted Review
Verified User
Review Source
To view customer sessions to see how they navigate the site. We align this with OpinionLab feedback to couch the comments. We also use it to verify releases as our site is personalized--it differs based on your profile.
  • Enables you to see the exact path and UI that the customer has taken.
  • More attributes to filter by.
Every website should have a program like Tealeaf. Aggregate data and click stream data is valuable but Tealeaf personifies your customer's experience.
Read this authenticated review

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics) Scorecard Summary

Likelihood to Recommend (42)
5.7
Likelihood to Renew (2)
5.2

About Acoustic Analytics (formerly IBM Watson Customer Experience Analytics)

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics) is a customer journey analytic technology for recording and analyzing customer interactions on a company's website and any mobile channels. It allows the company to catch any mistakes or glitches in the system that may be hindering customer experience.
Categories:  Customer Experience Management

Acoustic Analytics (formerly IBM Watson Customer Experience Analytics) Technical Details

Operating Systems: Unspecified
Mobile Application:No