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© 2013 IBM Corporation
Understand how to
improve the
conversion rate for
your mobile
customers
2
Mobileis more than just devices, it is about people being increasingly mobile
The iPhone is bigger than Microsoft
Source: APPL and MSFT SEC Filings
Mobile is disruptive
Mobile is
changing the way
I work
Mobile is
giving me better ways to
serve my customers
Mobile is
protecting my data and my
company’s data
Expectations vs. Realities
85% of adults who have completed a mobile
transaction in the past year expect the
experience to be better than using a laptop
or desktop computer
Yet 41% of comments about the
top mobile companies expressed
frustration
Source: Harris Interactive Survey of Mobile User Experience
Tealeaf CX Mobile
Industry-leading customer experience management solutions to mobile websites, native applications, and hybrid apps including support for HTML5.
Capture and high-fidelity replay of mobile gestures* for mobile web sessions on iOS and Android-based devices help optimize users’ experiences on mobile web applications .
Analyze mobile user behaviors and quantify business impact of user struggles with IBM Tealeaf integrated solutions
Add-on Heatmap, Link Analytics, Form Analytics, and Attention Map analytics for mobile-web applications**
* Mobile gestures such as zoom in/out, pinch in/out, scroll left/right and orientation
change
** Requires Tealeaf cxOverstat add-on
Visibility into the customer mobile experience to improve conversions and grow revenue
Mobile Analytics
Native Apps Mobile Web
HTML5Hybrid Apps
Tablets
A mobile enterprise needs…
Gesture Capture Replay
Customer Insight
• Show user interaction with screen itself
• Available out-of-the-box
5 gestures
• Tap
• Double Tap
• Tap & Hold
• Swipe
• Pinch/Spread
*Standardized across iOS, Android, and Mobile Web
Unresponsive Gestures
Identifies Struggle
Recorded when user makes gesture that
triggers no application action (1/10th
second)
Automatic Unresponsive gesture event
Infer what customers are intending to do
on touch enabled devices.
Monitor total Unresponsive Gestures
Segment by Screen View
Watch for different gesture-related
struggles
Out of the Box Reporting
Application performance
Errors + exceptions
User Experience
Gestures
Engagement
Mobile Landscape overview
Environment report
Connectivity
IBM Tealeaf and Worklight Integration
Worklight Tealeaf
Application Server
Tealeaf Processing Servers
Tealeaf Server Side Component
Worklight Development Studio
Tealeaf SDK
Development
Production
Browser Based Replay - Hybrid Apps
CX Mobile 8.0
Mobile Web App
Mobile Browser
Web Code
<html>
</body>
</head>
CX Mobile 9.0
Native App
Native App
010101001101
010100101010
101010101001
010
Device APIs
CX Mobile 9.0.1
Improved Hybrid App
Device APIs
Mobile Browser
Web Code
<html>
</body>
</head>
13 © 2014 IBM Corporation#IBMMobile
Tangerine Bank boosts mobile banking 18 percent in two years
Barriers to best-in-class customer service:
There is too little insight into how customers use using banking applications
It takes longer than desired to get new mobile apps and features to market
A better banking experience:
Customers can pay bills and transfer money via mobile in 2 easy clicks
52 percent of customers are avoiding unnecessary spending
An IBM MobileFirst ApproachTransformthe value chain to drive
growth and ROI
Engagecustomers in context
by leveraging mobile
insights
Protectand manage the
mobile infrastructure
to optimize
performance
Buildand deploy mobile
applications efficiently
