Acoustic Analytics (formerly IBM Watson Customer Experience Analytics) Reviews

45 Ratings
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Score 7.6 out of 100

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Reviews (1-4 of 4)

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October 17, 2017
Chris Hall | TrustRadius Reviewer
Score 7 out of 10
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Use Cases and Deployment Scope

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.
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February 20, 2019
Anonymous | TrustRadius Reviewer
Score 9 out of 10
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Use Cases and Deployment Scope

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.
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February 13, 2019
Anonymous | TrustRadius Reviewer
Score 8 out of 10
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Use Cases and Deployment Scope

We use the commerce insights portion for automated merchandising on our websites
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August 02, 2014
Anonymous | TrustRadius Reviewer
Score 9 out of 10
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Use Cases and Deployment Scope

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

What is 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.

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

Operating Systems: Unspecified
Mobile Application:No