Reduce Shopper Abandonment and Increase Online Conversion Rates with IBM Tealeaf

• 1. Increase Online Profitability and Enhance Your Customer Experience with IBM Tealeaf Sameer PeeraScott SchulerBrian Flanagan

2. Agenda / Speakers About Perficient Introduction Analytics Tealeaf Q&ASameer Peera Principal, National Commerce Practice [email protected] Flanagan Director, Experience Design [email protected] Schuler Practice Lead, Tealeaf [email protected] 3. About Perficient A IT Consulting & Digital Agency with global capabilities focused on helping our clients realize their business strategies through the effective implementation of compelling customer experiences. Fast Facts: Founded 1997 $380 MM+ in annualized revenues 24 locations in North America Offshore in Europe, China and India 2000 + employees Served 450+ clients in past 12 months Numerous Industry & Solution Awards 85% Repeat Client Engagements3 4. Polling Questions4 5. Business Challenges Holiday Readiness Customer Experience Gartner reports that by 2017, CMOs are expected to spend more on IT than CIOs Gaining insight into customer behavior is keyCreate a seamless experience across all channels with emphasis on Customer Service Usability Information ArchitectureWeb + Mobile Ultimately impacts your brand image and reputation (Think Twitter / Facebook)Marketing Attribution Evaluating channel performance and focusing on best path to conversion95%68%120 millionPercentage of senior executives believe that the customer experience is the next competitive battlegroundPercentage of customers that interact with multiple channels when researching, purchasing, or servicing a productNumber of people who participate in social networking5 6. No Visibility Into Why Customers Succeed or FailIT Team Performance MetricsBut why did customers succeed or fail on our site?Business TeamFunnel Reports7/23/2005,0:06:31,192.168.1.207,,10.10.20.47,80,GET,/store/,,302,405,460,10,Mozilla/4.0+(compatible;+ 1 2 3 4 MSIE+6.0;+Windows+NT+5.1),-,,7/23/2005,0:06:32,192.168.1.207,- #550356 $54.72 ,10.10.20.47,80,GET,/store/Default.asp,#864021 $89.12 ,200,13631,461,1122,Mozilla/4.0+(compati ble;+MSIE+6.0;+Windows+NT+5.1),-,,#756053 $129.12 #173460 $12.00 #783452Server LogsCustomer Service$7.32 Business TrendsTransaction LogsCustomer Calls To: Customer Service[+] Customer SurveysYour site lost my shopping cart .Customer Emails6 7. Filling the Gap Understanding Why?IT TeamBusiness TeamPerformance Metrics7/23/2005,0:06:32,192.168.1.207,- #550356 $54.72 ,10.10.20.47,80,GET,/store/Default.asp,#864021 $89.12 ,200,13631,461,1122,Mozilla/4.0+(compati ble;+MSIE+6.0;+Windows+NT+5.1),-,,#756053 $129.12 #173460 $12.00 Server LogsReview Cart Funnel ReportsSubmit Order7/23/2005,0:06:31,192.168.1.207,,10.10.20.47,80,GET,/store/,,302,405,460,10,Mozilla/4.0+(compatible;+ 1 2 3 4 MSIE+6.0;+Windows+NT+5.1),-,,-#783452Tealeaf$7.32 Empty Cart?Customer Service Your shopping cart is emptyBusiness TrendsTransaction LogsCustomer Calls To: Customer Service[+] Customer SurveysYour site lost my shopping cart .Customer Emails7 8. Analytics & UX Brian Flanagan8 9. Analytics & UXThe price of light is less than the cost of darkness. 11/19/2013Arthur C. Nielsen 9 10. Analytics & UXUX User ResearchCEMAnalytics10 11. Analytics & UXUser ResearchAnalyticsQualitativeQuantitativeHigh-QualityHigh-QuantityAttitudesBehaviorObservationPerformance11 12. Analytics & UX12 13. Analytics & UXConfigureDescribePredictPrescribeGoal SettingData CollectionReportingAnalytics AutomationTag ManagementData IntegrationAnalysisDecision MakingAttribution ModelingSentimentStrategic PlanningCEM13 14. You can use all the quantitative data you can get, but you still have to distrust it and use your own intelligence and judgment. -Alvin Toffler 14 15. Analytics & UX15 16. Analytics & UX16 17. Analytics & UX17 18. Tealeaf Scott Schuler18 19. What is Tealeaf?Tealeaf is a tool that provides real-time visibility into online customer experience. Real-time data comes directly from a capture point internal to the network Captured data does not rely on logs, or external processing, Tealeaf is easily scalable and can grow as requirements dictate.19 20. IBM Tealeaf Customer Experience Product Suites20 21. Why Tealeaf?Tealeaf solutions enable companies to better understand the why of a specific customers digital and mobile interactions and use this insight to optimize the customer experience across the Buy, Market, Sell, and Service functions.Tealeaf is a leading provider of digital customer experience management and customer behavior analysis solutions with over 450 customers worldwide Immediate understanding of customer impact Proactive management of customer facing issues True insight into the customer experience21 22. Industry Benefits of Tealeaf An online travel agency understands that when visitors misspell a vacation package name and receive zero search results, nearly 100% of the visitors leave the site without completing a booking.TravelWith this knowledge, the website team can adjust the search results to clarify the error message and offer other navigation options. An online insurance company uses digital analytics to analyze visitors working through the online quoting process to identify those visitors that abandons the process prematurely.InsuranceWith this knowledge, the e-commerce team can replay their sessions to identify and address the key abandonment drivers. A major regional bank uses mobile experience analytics to understand which features and services are most meaningful to their users and which apps or sites should be developed for which mobile platforms.BankingThis information enables the site designers to better manage the process of delivering mobile apps and meeting customer expectations 22 23. Questions?23