IBM Watson Customer Experience Analytics

IBM Watson Customer Experience Analytics

4.2
(27 reviews)
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Watson Customer Experience Analytics allows you to view your sites and apps from the customer perspective to discover opportunities.

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IBM Watson Customer Experience Analytics Reviews

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Showing 27 IBM Watson Customer Experience Analytics reviews
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IBM Watson Customer Experience Analytics review by Administrator
Administrator
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"Essential for large enterprises that mark Customer Experience as mission critical"

What do you like best?

Best in class security, control, and re-use of insights that works for more than just design or marketing teams. Powerful for developers, product management, compliance, risk and many others.

What do you dislike?

Some of the platform is still running on decade old code and badly needs updating and transition to current industry supportability standards (hosting, private cloud, dockerization, etc). UI is also arcane, and could be optimized so it increases users effeciency rather than having to be taught by internal power-users or administrators.

Recommendations to others considering the product

It takes a a CX champion within a company, an executive stakeholder and a vision to ensure it becomes a critical part of an organization, if you want to have it grow to advise company wide impact, rather than a simple tool supporting only a single organization. However if you do, it has the power to greatly help many processes and groups.

What business problems are you solving with the product? What benefits have you realized?

I've personally worked with teams to provide more than $250M in revenue and cost optimization for several Fortune Top 500 companies over 13 years of use.

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IBM Watson Customer Experience Analytics review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"Better UI but some missing features and bugs need fixing"

What do you like best?

The new UI offers plenty of dashboard options, including the ability to create custom dashboard view. Unlimited explore reports and reporting segments allow users to dive deeper into their reporting.

What do you dislike?

The new portal is still very very slow and a bit buggy. Some key features are missing (Monitor, admin, benchmark..) and unique visitor metrics still not available across functions. Form tag disappeared, what a bummer!!

Recommendations to others considering the product

Deep dive into the implementation documents to make the most of the tool

What business problems are you solving with the product? What benefits have you realized?

Identify high-value segments to deliver personalization at large scale; identify top performing areas on the site that support conversion to help prioritize enhancement backlog.

What Session Replay solution do you use?

Thanks for letting us know!
IBM Watson Customer Experience Analytics review by Consultant
Consultant
Validated Reviewer
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"AI Powered analytics"

What do you like best?

AI powered customer data analytics provides real-time insights about the customer action and helps make better decision to improve the customer experience. The session replay feature has been very helpful in identifying issues attributed different version of the browsers or the customer journey. These were some of the most trickiest and persistent issues that we've been struggling with

What do you dislike?

I wish I had this product a few years back when we were struggling to do something similar

What business problems are you solving with the product? What benefits have you realized?

Site personalization is something we've been trying to solve and provide our consumers a better experience

IBM Watson Customer Experience Analytics review by erich  u.
erich u.
Validated Reviewer
Review Source

"Cx prototyping"

What do you like best?

leveraging this technology through our design thinking engagement with IBM iX to build prototypes for POC's and demonstrate future state capabilities

What do you dislike?

would like to be able to leverage the technology through longer protoype access in our POC's

What business problems are you solving with the product? What benefits have you realized?

understanding of our client technology experience and where we can improver our services to them.

IBM Watson Customer Experience Analytics review by Hemant D.
Hemant D.
Validated Reviewer
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"CXA review"

What do you like best?

Customer entire journey analytics, Mindset analysis in cxa to discover your highly active customer.

Drill down to each session to see customer level Replays.

What do you dislike?

Not kind of dislike, but seeing this as future implementation.

Please implement Tealeaf replay to full screen.

What business problems are you solving with the product? What benefits have you realized?

Gathering all marketing, sales, IT data to improve overall customer experience of each visitor.

IBM Watson Customer Experience Analytics review by Administrator
Administrator
Validated Reviewer
Review Source

"Easy to implement and easy to use"

What do you like best?

Having worked with the on-prem solution for Tealeaf it was really nice how the cloud solution setup was as easy as deploying the SDK on the site.

What do you dislike?

Some of the report capabilities from on-prem are missing on the cloud solution. In session replay, the lack of a sub search function really hurts the usability of the product.

What business problems are you solving with the product? What benefits have you realized?

Gather more insight into user experience as well as expose errors that the customers might be experiencing while navigating the site.

IBM Watson Customer Experience Analytics review by Executive Sponsor
Executive Sponsor
Validated Reviewer
Review Source

"I like it"

What do you like best?

Insight without prejudice can be difficult to achieve. Reliability of information is key and Watson CEA has become an invaluable source of easy customer feedback.

What do you dislike?

Well... it isn't free. Other than that, not much. The product grows with us.

What business problems are you solving with the product? What benefits have you realized?

Just what you'd expect... customer satisfaction is key to us and we thought we had great approval percentages. After CEA, we saw we didn't have a complete picture. Now we have reliable, validated reports on customer experience.

IBM Watson Customer Experience Analytics review by Internal Consultant
Internal Consultant
Validated Reviewer
Review Source

"Customer analytics intuative tool"

What do you like best?

Easy to understand and interpret results to our business need. The ability to scale the analytics to multiple uses is a tremendous asset to our organization.

What do you dislike?

Not a lot to dislike about this product. Data cleansing and structure took a bit of time, but not unreasonable.

What business problems are you solving with the product? What benefits have you realized?

Understanding spend patterns in customer behavior. T'his tool enabled us to isolate value driving behaviors.

IBM Watson Customer Experience Analytics review by Kenneth L.
Kenneth L.
Validated Reviewer
Review Source

"AI Advantages "

What do you like best?

The fact it learned as it grows, year after year

What do you dislike?

The assumptions it makes quiet often even after correction

What business problems are you solving with the product? What benefits have you realized?

User error sometimes the system will not update

IBM Watson Customer Experience Analytics review by Angus H.
Angus H.
Validated Reviewer
Review Source

"Ease of Use"

What do you like best?

Good experience starts with ease of use, which is examplified by this product

What do you dislike?

Ease of use is a key aspect. This is the most important.

What business problems are you solving with the product? What benefits have you realized?

Understand counter party.

IBM Watson Customer Experience Analytics review by Executive Sponsor
Executive Sponsor
Validated Reviewer
Review Source

" Customer Journeys "

What do you like best?

da capabilities that help us track incoming traffic

What do you dislike?

should have ability to automatically connect da with cx and a way to bring and tie in actual transactions out side the system back in the cx - like transactions that happen offline, also seo support and ability to tie in sessions from different domains.

What business problems are you solving with the product? What benefits have you realized?

close loop attribution

IBM Watson Customer Experience Analytics review by Consultant
Consultant
Validated Reviewer
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"It works"

What do you like best?

The new UI offers of dashboard options options, including the ability to create custom dashboard view. The explore reports and reporting segments allow users to dive deeper into their reporting. A Great feature.

What do you dislike?

It is still a little sluggish, and compete custoemr reorting can be an adventure.

What business problems are you solving with the product? What benefits have you realized?

Identify performing segments to deliver personalization at scale.

IBM Watson Customer Experience Analytics review by Abhijit R.
Abhijit R.
Validated Reviewer
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"Easy to connect with multiple sources"

What do you like best?

Integration is configurable and APIs are partner friendly. Caching the data and generating view is easy.

What do you dislike?

There is not much persistent features available.

What business problems are you solving with the product? What benefits have you realized?

Customer 360 view

IBM Watson Customer Experience Analytics review by Administrator
Administrator
Validated Reviewer
Review Source

"Quick Impact"

What do you like best?

We are still in the process of deploying analytics to our production systems, but the impact we noticed in our lab was immediate for identifying patterns and helping up pick up on details that were being missed previously.

What do you dislike?

Supporting documetnation/training materials should be easier to identify on the IBM site.

What business problems are you solving with the product? What benefits have you realized?

Network trending and patterns

IBM Watson Customer Experience Analytics review by Consultant
Consultant
Validated Reviewer
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"A key component to guage Business insights"

What do you like best?

The session replay for analysing the customner struggle

The metrics to measure the Loss in revenue due to the customer struggle helps enagage the customer to act on it immediately

What do you dislike?

A bit more busines user freindly UI will be amazing!

What business problems are you solving with the product? What benefits have you realized?

ANalysing the cusotmer struggle during checkout in a Telecom web store

IBM Watson Customer Experience Analytics review by Administrator
Administrator
Validated Reviewer
Review Source

"Used to be great, now becoming outdated"

What do you like best?

What I like best is the concept of session replay.

What do you dislike?

What I dislike most is using dated techologies when there are better ways to do things. (See Glassbox)

What business problems are you solving with the product? What benefits have you realized?

We use this to monitor customer experience and for early idetification of issues. Has helped us respond to issues before customers complain.

IBM Watson Customer Experience Analytics review by Dave H.
Dave H.
Validated Reviewer
Review Source

"Good product"

What do you like best?

Helps to consolidate the key customer experience metrics

What do you dislike?

nothing, i am very happy with this product

What business problems are you solving with the product? What benefits have you realized?

NPS, CSAT improvements

IBM Watson Customer Experience Analytics review by Internal Consultant
Internal Consultant
Validated Reviewer
Review Source

"forward thinking solution "

What do you like best?

The intuitive design that stands out from other competitors. Like the data visualization solutions and easiness to share slides

What do you dislike?

Sometimes I find the log in process cumbersome when changing from one computer to another.

What business problems are you solving with the product? What benefits have you realized?

In my usual work I try to define customer retention and conversion rate.

IBM Watson Customer Experience Analytics review by User in Food & Beverages
User in Food & Beverages
Validated Reviewer
Review Source

"Dated product"

What do you like best?

It was easy to use but it needs to be updated

What do you dislike?

It is an older product and could use some updates

What business problems are you solving with the product? What benefits have you realized?

We used it at Gordon’s as part of our main computer system. With this and google as our main computer systems we accomplished our daily tasks

IBM Watson Customer Experience Analytics review by Consultant in Marketing and Advertising
Consultant in Marketing and Advertising
Validated Reviewer
Review Source

"Sales Analytics"

What do you like best?

Thw softwrae has easy to use interface, Interactive dashboards and good segmentation features.

What do you dislike?

Codding when you don't find the feature embedded int the software.

What business problems are you solving with the product? What benefits have you realized?

There was an issue with sales analysis and cusomer churn. Now we get sales increase, better customer insights, better customer relationships.

IBM Watson Customer Experience Analytics review by Consultant
Consultant
Validated Reviewer
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"Great tool for understanding the real user experience"

What do you like best?

The ability to leverage the detailed session data to segment and analyze user sessions,

What do you dislike?

Some of the user management tools in the integrated WCXA could be better.

What business problems are you solving with the product? What benefits have you realized?

Improve Customer Experience, eliminate struggle

IBM Watson Customer Experience Analytics review by Industry Analyst / Tech Writer in Information Technology and Services
Industry Analyst / Tech Writer in Information Technology and Services
Validated Reviewer
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"A Unified View of Customers"

What do you like best?

The ability to understand our customers with more comprehensive analytics.

What do you dislike?

Wishing we had this before in our journey with IBM.

What business problems are you solving with the product? What benefits have you realized?

The connection between customer sentiment and the services we provide them.

IBM Watson Customer Experience Analytics review by Consultant in Investment Management
Consultant in Investment Management
Validated Reviewer
Review Source

"Watson for analytics and insights"

What do you like best?

Cloud based platform

templates for modelling

Integration with differnt CRM.

What do you dislike?

data load and rdbms limitation as columns, no user code/function merge.

Recommendations to others considering the product

Easy to use and collaborative.

What business problems are you solving with the product? What benefits have you realized?

pattern analysis

exporting analytical report

ease of use!

IBM Watson Customer Experience Analytics review by Administrator in Staffing and Recruiting
Administrator in Staffing and Recruiting
Validated Reviewer
Review Source

"IBM"

What do you like best?

Highly recommend product ; very easy to use; great results!

What do you dislike?

Nothing I like the product very much and highly recommend

What business problems are you solving with the product? What benefits have you realized?

Customer feedback; solutions in real time. Very easy to administer and I highly recommend

IBM Watson Customer Experience Analytics review by User
User
Validated Reviewer
Review Source

"Watson CX Analysis formerly Tealeaf"

What do you like best?

The cloud version is much easier to setup. Quicker interface, etc.

What do you dislike?

All the features from the on-prem version have not yet become available in the cloud version

What business problems are you solving with the product? What benefits have you realized?

Understanding how our customers traverse our website.

IBM Watson Customer Experience Analytics review by Internal Consultant
Internal Consultant
Validated Reviewer
Review Source
Business partner of the vendor or vendor's competitor, not included in G2 Crowd scores.

"great insights"

What do you like best?

ability to gain business insights through data

What do you dislike?

the lack of specific use cases around network

What business problems are you solving with the product? What benefits have you realized?

identify application experience challenges tied to network

IBM Watson Customer Experience Analytics review by Administrator
Administrator
Validated Reviewer
Review Source

"CXA Provides Insighful Customer Interactions "

What do you like best?

Ability to capture customer insights and journeys

What do you dislike?

Diificut to integrate multipe Client IDs out of DA.

What business problems are you solving with the product? What benefits have you realized?

Customer conversions

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