IBM Watson™ Customer Experience Analytics, formerly IBM® Customer Experience Analytics, updates:
- IBM Watson Customer Experience Analytics Standard Edition changes
- New IBM Watson Customer Experience Analytics Essentials Edition that provides the user with macro to micro omnichannel journey insights to improve marketing, eCommerce, and customer experience
- New IBM Watson Customer Experience Analytics Premium Edition that extends the benefits of Watson™ Customer Experience Analytics Standard Edition with advanced cognitive capabilities, more value-add features, and data retention, as well as premium services and support
Watson Customer Experience Analytics Standard Edition, formerly Customer Experience Analytics Standard
Watson Customer Experience Analytics Standard Edition, a Cloud Service offering, uses embedded cognitive capabilities to provide marketers with omnichannel and macro-to-micro views of the customer, in order to surface dynamic insights to help them understand and anticipate customer behavior, journeys, intent, mindset, and define meaningful segments for targeting and taking swift action. IBM's end-to-end analytics solution is designed with an open ecosystem, IBM Universal Behavior Exchange, for brands to unite around the customer, seamlessly pushing recommended actions directly to optimization tools, such as IBM Watson Campaign Automation. These actions tightly link analytics to digital marketing execution. The Struggle Detection feature is now an easier standard solution, with no effort required by the event administrator and business team to determine what customer struggle should be tracked and reported on, and how that would evolve over time.
Organizations that currently have Customer Experience Analytics Standard will not experience any impact to their existing entitlements or service. Upon contract renewal or update, contracts will contain Watson Customer Experience Analytics Standard Edition name in place of the corresponding Customer Experience Analytics Standard. Part numbers for the existing Customer Experience Analytics Standard have not changed.
In addition to the existing onboarding services for Watson Customer Experience Analytics Standard Edition, the following two new onboarding services are now available to offer you streamlined options to leverage best practices and industry expertise, and optimize return on investment (ROI):
- IBM Watson Customer Experience Analytics Standard Edition-Onboarding Services for Behavioral Analytics
- IBM Watson Customer Experience Analytics Standard Edition-Onboarding Services for Digital Analytics
Watson Customer Experience Analytics Essentials Edition
With Watson Customer Experience Analytics Essentials Edition, you get IBM next generation digital analytics capabilities that track behaviors of visitors interacting with digital properties, such as websites and mobile applications. You can choose from a large set of predefined best practice web analytics reports. You can also create unlimited custom report definitions and visitor segment analysis. These digital analytics capabilities help you understand and optimize your online product and category assortment performance, digital marketing campaign execution efficacy, content performance, and many other capabilities that are essential to web analytics.
Behavioral analytics capabilities are included in Watson Customer Experience Analytics Essentials Edition for web and mobile applications. The session search capability enables you to view the list of customer sessions for each of the behavioral cohorts. From this list, you can drill into a single user's session to replay their experience for greater insights and root cause analysis. Behavioral analytics makes it possible to relive experiences from the customer perspective so you can see exactly what the customer experienced and why. Zoom in to see where customers struggled to complete their goals and pinpoint trouble spots. You can quantify impact to revenue, and quickly prioritize and resolve issues to improve conversion, adoption, and customer satisfaction.
Watson Customer Experience Analytics Premium Edition
Watson Customer Experience Analytics Premium Edition builds on the capabilities of Watson Customer Experience Analytics Standard Edition. Watson Customer Experience Analytics Premium Edition contains IBM digital analytics and behavioral analytics capabilities, which are both part of Watson Customer Experience Analytics Standard Edition. In the fast-paced business environment with the proliferation of data and marketing technology tools, you need help separating signal from noise.
Watson Customer Experience Analytics Premium Edition also includes the Lifecycle Insights offering (formerly Digital Analytics Suite), and Product Recommendations add-ons from the legacy IBM Digital Analytics offering.
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