Acoustic Analytics (formerly IBM Watson Customer Experience Analytics) Reviews

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.

Positive: Faster solution

Positive: Better prediction and service

Positive: Secure and private

Positive impact

Increase in web sales

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.

Faster issues resolution