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Preview: IBM Tealeaf Customer Experience V8

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In V8.next, IBM Tealeaf Customer Experience intends to offer the following new capabilities, features, and enhancements:

 

Cloud:

Plans to support cloud deployment of Tealeaf CX in an Amazon Web Services cloud that is customer-owned and managed. This may include the ability to deploy Tealeaf CX in the cloud to capture data from cloud-based websites and applications. Cloud deployment can help lower the cost-of-ownership of customer behavioral analytics.

 

Globalization:

Plans to introduce localized user interface support and add translations for Japanese, Korean, and Simplified and Traditional Chinese, with documentation translated to all supported languages. Enhanced International Character Support (EICS) may include V8.next globalization features and add enhanced website encoding support for capturing and processing data from non-English websites that do not use ISO-8859-1 or UTF-8 character encoding. Popular Asia website encodings like Shift-JIS for Japanese and GB2312 for Chinese may then be supported.

 

Mobile:

CX Mobile intends to launch support of native application (Apple iOS or Android) replay and intends to deliver the following enhancements to web-browser based replay, which include:

  • Support for Microsoft Internet Explorer in addition to current support for Mozilla Firefox and Google Chrome. Users can switch between these web browsers to maximize replay fidelity.

  • Refinement of overall quality of image capture and replay fidelity for HTML5-enabled web browsers.

  • Support for capture and replay of user interactions for web sites that employ a responsive web design (RWD) approach.

     

    Usability Analytics:

    Tealeaf cxOverstat plans to deliver new and enhanced support for analysis and understanding of user intention across digital interaction points like web and mobile. For example, the new dimension selector in cxOverstat enables users to more easily filter out and segment specified data within a view, while keeping other relevant data on the screen. This makes the process of turning usability data into real business insights easier and more efficient.

     

    Voice of Customer:

    Tealeaf cxConnect for Voice of Customer combines online voice of customer (VOC) feedback together with rich customer experience data to improve understanding of the root causes of feedback. In V8.next, cxConnect for Voice of Customer plans to deliver the following enhancements:

  • Enable access to dedicated replay of customer sessions. Anyone in the organization who analyzes VOC feedback can open a dedicated replay session in the Tealeaf Portal to look for the root causes of customer feedback.

  • With the ability to create goal-based dimensions, users can better understand customer sentiment by creating segments that focus analysis on specific behavior or feedback patterns. For example, does the customer rating vary by those who purchased vs. those who abandoned?

     

    Planned integration with Digital Analytics:

    Tealeaf CX users who also have entitlement to IBM Digital Analytics Explore can further understand their customers' behaviors through the exportation of Tealeaf search segments into Digital Analytics. In Explore, these Tealeaf visitor and customer segments can be applied to the digital analytics data set and additional ad hoc report analyses can be performed. By combining the Tealeaf and Digital Analytics data assets, it is planned that Tealeaf CX users will be able to identify new retargeting opportunities that can lead to improved customer retention and loyalty campaigns, better understand cross-session visitor behavior, and even map customer lifecycle processes.

     

     

    Previews provide insight into IBM plans and direction. Availability, prices, ordering information, and terms and conditions will be provided when the product is announced.

     

    Find out more here.

IBM is a leading global hybrid cloud and AI, and business services provider, helping clients in more than 175 countries capitalize on insights from their data, streamline business processes, reduce costs and gain the competitive edge in their industries. Nearly 3,000 government and corporate entities in critical infrastructure areas such as financial services, telecommunications and healthcare rely on IBM's hybrid cloud platform and Red Hat OpenShift to affect their digital transformations quickly, efficiently, and securely. IBM's breakthrough innovations in AI, quantum computing, industry-specific cloud solutions and business services deliver open and flexible options to our clients. All of this is backed by IBM's legendary commitment to trust, transparency, responsibility, inclusivity, and service.

For more information, visit: www.ibm.com.

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