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IBM Watson Customer Experience Analytics Review: "Experiencing your website and mobile business as your customers do"
https://www.trustradius.com/heatmap-session-recordingIBM Watson Customer Experience AnalyticsUnspecified6.225101
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Updated December 10, 2014

IBM Watson Customer Experience Analytics Review: "Experiencing your website and mobile business as your customers do"

Score 9 out of 101
Vetted Review
Reseller
Review Source

Software Version
IBM Tealeaf 8.8
Modules Used
CX, cxImpact, cxView, cxConnect, cxResults, cxOverstat, cxVerify, cxEngage, cxMobile

Overall Satisfaction with IBM Tealeaf

  • 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.
  • 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.
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.

Using IBM Tealeaf

100 - The product touches almost every department in the organization
The comprehensive set of tools IBM Tealeaf provides is so unique to what it can do. It continually provides value beyond what it costs. It is like free money. There hasn't been a tool that has replace what it can do. Without it, people and teams managing their application or website would be much more difficult.