BUS-G03_View Your Excpetional Digital Experience Through the Eyes of Your Customers

View your exceptional digital experience through the eyes of your

customersWith Customer Analytics

Karen He, Product Marketing Manager

#IBMDX15

© 2015 IBM Corporation

Please NoteIBM’s statements regarding its plans, directions, and intent are subject to change or withdrawal without notice at IBM’s sole discretion. Information regarding potential future products is intended to outline our general product direction and it should not be relied on in making a purchasing decision.

The information mentioned regarding potential future products is not a commitment, promise, or legal obligation to deliver any material, code or functionality. Information about potential future products may not be incorporated into any contract. The development, release, and timing of any future features or functionality described for our products remains at our sole discretion

Performance is based on measurements and projections using standard IBM benchmarks in a controlled environment. The actual throughput or performance that any user will experience will vary depending upon many factors, including considerations such as the amount of multiprogramming in the user’s job stream, the I/O configuration, the storage configuration, and the workload processed. Therefore, no assurance can be given that an individual user will achieve results similar to those stated here.

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Today’s digital experiences

Today’s digital experiences

In today’s digital environment

Organizations must deliver coherent presence across all interaction channels

Customers expect an engaging experience and consistent, personalized service

©2014 IBM Corporation

Bad customer experiences are more dangerous than ever

USD83 billionLost sales in the US each year due to bad orinconsistent customer experiences.1

Organizations aren’t even aware of bad experiences

1 in 10US adults contact the company directly after a “poor” or “very poor” experience using a website or mobile application

Without understanding your customers

conversion rates down? why customers struggle?

most profitable customers? more relevant offers?reaching intended audiences?

prevent customer churn?

Gain complete view of your customer with IBM Customer Analytics

Insights to Address Five Critical Business Needs

11©2014 IBM Corporation

Serve and delight customers across all interaction channels

Optimize the customer journey

Acquire the right customers

Deliver a superior customer experience

Reduce fraud and customer disputes


Identify most desirable customers

Target more effectively

Measure progress and attribution

Identify key messages and targets

Digital Analytics

Social Analytics

Identify top sites, topics, sentiment, demographics, segmentation & affinities

Social Analytics Output by channel matrix for targeted marketing

Paid Search Display Ads Content for Social Email marketing

Evolving Topics Topic ideas for keywords list

Topic ideas for messaging and

promo

Topic ideas for developing viral

content

Email messaging topics

Demographics Google Adwords targeting Display targeting Social ads and

content relevancy Targeting

Influencer Scoring and Sentiment --

Identifying topics and websites based on

sentiments

Banking on positive/negative

trends

Provocative email messaging

Affinity Keywords list expansion

Additional messaging ideas

Participating in conversation Messaging ideas

Geographic Adwords Targeting Regional targeting Regional targeting Regional targeting

Behavioural Analytics -- Identifying

influencers

Identifying influencers and

topicsMessaging ideas

Ads

Determine which channels and ads drove desired visitor behavior

ad

ad

Multi channel marketing and targeting

Improve mobile application usability


Understand the true causes of abandonment

Raise awareness of customer struggle

69%say they offer superior online

experience

51%of customers who leave blame bad

online experiences

IBM Customer Analytics provides Real-time Awareness that Eliminates Further Struggle and Makes Customers Successful

IBM Customer Analytics is designed to capture every customer, every interaction, every time

All actions All interactions All customer experience obstacles

Web

Customer Analytics offersReal-time customer experience management

Visibility. Insight. Answers.

Real-time experience

capture

Customer and revenue recovery

Quick issue resolution

Revenue impact analysis

Automatic struggle

detection

Mobile

With IBM Customer Analytics you can:

1) Quickly discover a web or mobile issue High numbers of customer abandoning in a particular

part

2) Quickly isolate the source of the problem This problem needs to be resolved quickly to minimize

revenue losses. Drill down to the root cause of the problem and

monetize issue in dollar amount By identifying the source of the problem, we eliminate

the need for bridge calls, which reduces cost and time per incident.

3) Recover lost customers Prioritize by monetizing issue in dollar amount Effectively retarget impacted customers

Critical application issues are very costly and detrimental to brand loyalty

Clients of IBM Customer Analytics (Tealeaf) solutions typically realize risk-adjusted payback in less than eight monthsBenefits quantified in study

3.5%Increased conversion

rate

1%Increase in retention

rate

0.05%Reduced disputed or

fraudulent chargebacks

20%Additional percentage

of critical items addressed

Reduced IT cost – problem discovery

80%

SOURCE: Forrester Consulting, The Total Economic Impact™ Of The Tealeaf Customer Behavior Analysis Suite, Norman Forbush, August 2010. Report commissioned by Tealeaf.

Note: Benefits found in this study were risk-adjusted and were achieved over a three-year period.

Customers of IBM Customer Analytics (Tealeaf) solutions typically realize risk-adjusted payback in less than eight

months

Typical three-year risk-adjusted results

249% ROI

7.3 months payback period

SOURCE: Forrester Consulting, The Total Economic Impact™ Of The Tealeaf Customer Behavior Analysis Suite, Norman Forbush, November 2013. Report commissioned by Tealeaf.



Understand customers across time and channels

Maximize customer profitability

Minimize churn

Increase customer loyalty

• Visualize the customer journey across experiences and channels for any event we can connect to a customer.

• Analyze top path customers take and perform advanced attribution analysis.

• Understand the impact of offline channels to online behavior.

• Understand customer behavior to design and redesign customer experiences and take action with customers from the context of their comprehensive journey.

Journey Analytics


A New Way of Investigating the Path Your Customers Take and the Behavior They Exhibit along the Way


Serve and delight Customers

Drive the adoption of self-service

Improve first call resolution and reduce call handle times

Minimize churn with optimized engagement and offers

70% of consumers first interact online before calling a contact center

IBM Customer Analytics reduces call center operational costs with visibility into customers’ digital interactions

Provides the call center agent with direct access to replays of

real customer sessions from mobile devices, tablets or web

chats

Alerts agents of customer struggles or drop-offs for

proactive engagement

Identifies common struggles and provides feedback to the

business for website or mobile improvements

Helps call center agents understand where customers are coming from and what problems they have experienced

before talking with them

Drives revenue and increases brand loyalty with exceptional web experiences that include

native social and mobile capabilities

Offers call center visibility of purchase information, from sell

to fulfill, across channels

Risk-adjusted payback typically in less than four months

Typical three-year risk-adjusted results

407% ROI

3.9 months payback period

SOURCE: Forrester Consulting, The Total Economic Impact™ Of The Tealeaf Customer Service Optimization Suite, Norman Forbush, Dec 2013. Report commissioned by Tealeaf.



Detect and prevent digital fraud

Provide fraud forensic

resolve online customer disputes

Selective Archiving - Content Management System Extractor/PDF Wrapper Embedded Replay in PDF (Need IBM Tealeaf for replay) Index and Metadata Search

IBM Customer Analytics preserves complete and permanent records of all selected customer interactions

Recap: Customer Analytics solutions Addresses Five Critical Business Needs

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Serve and delight customers across all interaction channels





For increased customer context to provide seamless experiences throughout customers’ journeys

© 2015 IBM Corporation

For Additional Information IBM Digital Experience Solutions

http://www-01.ibm.com/software/collaboration/digitalexperience

WebSphere Portal and IBM Web Content Manager Information Center Wikihttp://www-10.lotus.com/ldd/portalwiki.nsf/

IBM Digital Experience Demonstrations: http://www.youtube.com/user/IBMXWebX

• IBM Digital Experience Developerhttp://developer.ibm.com/digexp

IBM Software Business Solutions Cataloghttps://greenhouse.lotus.com/catalog/

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Documents

BUS-G03_View Your Excpetional Digital Experience Through the Eyes of Your Customers