IBM Tealeaf Customer Experience on Cloud is a SaaS subscription offering that is deployed on the IBM SoftLayer cloud infrastructure. Customer experience data from traditional/mobile web and mobile apps (iOS and Android) is captured and sent to the IBM-hosted and managed cloud environment. Captured data can include application interactions, device information, and user context data. Reports that are based on customer experience data can then be accessed in the cloud from any browser-enabled device.https://www.linkedin.com/pulse/cxperencing-silver-lining-cloud-tealeaf-saas-joseph-george

1. Tealeaf Customer
Experience on Cloud
Customer Experience as a Service

2. Agenda
 Tealeaf SaaS overview
 Reports Builder
 Events
 Implementation
 Resources/Video Assets

3. Businesses must understand their customer
88%
abandoned cart
63%
less likely to repeat with bad
experience
41%
expressed frustration

4. Expectation vs Visibility Gap

5. User Journey

6. User Journey – Marketing Department
WA Data Status
Unique Visitors
Page Views
Conversion Rate


x

7. User Journey – IT Department
APM Services Status
Application Servers - SLA
Database Monitoring
Middleware Monitoring
Network Monitoring
Response times






8. User Journey – Contact Center
• Small %
• Scripted questions
• Escalation

9. The Gap – No Visibility into Why Customers
Succeed or Fail
• Server Logs
• Performance Metrics
• APM
• Funnel Reports
• Business Trends
• WA
• Email, Surveys
• Phone Calls
• CRM

10. All interactions
IBM CEM Captures Every Customer, Every
Interaction, Every Time
10
All actions
All customer
experience
obstacles

11. IBM Customer Experience Management
IBM Customer Experience Management is a robust analytics platform that gives
companies insight as to what their customers are actually doing on their websites and
mobile applications.
Aware of Negative
Trends
Isolate Problems Identify Struggle Quantify Impact
All interactionsAll actions
All customer experience
obstacles

12. Quantitative Vs Qualitative digital analytic
Quantitative digital analytics
(“What, Where, When”)
Qualitative digital analytics
(“Why”)
Web /Digital Analytics provides quantitative
insight by capturing web site and mobile
interaction data and providing easy to use
interfaces showing:
•Purchase funnels sales data
•Traffic flow through site
•Conversion benchmarks
Tealeaf SaaS provides qualitative insight by
capturing, replaying, and analyzing
individual user interaction data showing:
•“In page” content (incl. dynamic
personalized experiences)
•All UI interactions
•Error messages displayed
•Identify impacted visitors

13. What is
Tealeaf SaaS?
Tealeaf SaaS is a offering that is bring Tealeaf capabilities to Customers
• As a Service (no customer investment in infrastructure)
• Easy deployment (SDK is only customer requirement to provision)
• Lower cost of entry for small to medium size businesses
• Leading Responsive New UI

14. Workspace Overview
• Customizable widgets to monitor report data
• Shareable workspaces

15. Widgets Resizing

16. Report Builder
• Easily configure reports that fit your business need
• Refine your report with dimensions and filtering

17. Event Manager Overview
• Create custom events to understand the user experience
• Understand WHY

18. Searching for session

19. Session Timeline
• See step by step actions within a user’s individual session
Unique to
Tealeaf

20. SaaS Replay

21. SaaS Replay

22. IBM Tealeaf – Removes the Departmental Silos
Every Customer, Every Interaction, Every Time
• Server Logs
• Performance Metrics
• APM
• Funnel Reports
• Business Trends
• WA
• Email, Surveys
• Phone Calls
• CRM
IBM Tealeaf
Actions
Interactions
Issues

23. Key Benefits
Increased conversion rates from web and mobile adoption and usage
Gain insight into how web and mobile applications
are being used, and quickly diagnose to resolve those obstacles
Improved site/mobile usability and customer satisfaction
Visibility into where and why struggle is occurring
Reduced Development cost and load on contact centers, call times, call
volumes, and average speed to answer questions

24. Tealeaf Cloud Architecture
Data Center
Environment
Web Servers
Application Servers
DatabasesCustomer Switch, Router, Load
Balancer, Firewalls
Tealeaf Cloud
Tealeaf
UI /App SDK

25. Tealeaf SaaS Integration
Step 1
 Add tealeaf.js in web server which resolves
“/javascript/Tealeaf/tealeaf.js”

26. Tealeaf SaaS Integration
Step 2
Add the following to the Global Header jsp that require
Tealeaf client side user interface capture:
 <script type="text/javascript"
src=“/javascript/Tealeaf/tealeaf.js"></script>

27. Deployment – SDKs Overview
 All customers have the same “TealeafTarget” page
 Organizations will provision Applications, each with a
corresponding “AppKey”
 Example for the “JG” Organization
 “JG Web App”
AppKey=GGDDB38D1D5D41938F173CECE2FA30A5
 “JG Mobile App”
Appkey=WEYU20AE4CAD104C530060F1F3A2BE09

28. Deployment – UIC SDK
"modules": {
"saasKeys": {
"tlAppKey": "0b*455e299d64c8fb5baa3e651e263ae“
}
}
…
queues: [
{
qid: "DEFAULT",
endpoint: "https://collector.tealeaf.ibmcloud.com/collector/collectorPost",
maxEvents: 50,
timerInterval: 30000
}
]
TLT.logCustomEvent()

29. Tealeaf on Cloud - URL
 https://tealeaf.ibmcloud.com/webapp/home

30. Resources
Tealeaf and eCommerce in Action:
https://www.youtube.com/watch?v=q7uyocygYfI
Understand Customer Struggle:
https://www.youtube.com/watch?v=j0Qg2HKWuMs
IBM Tealeaf CX Mobile Replay:
https://www.youtube.com/watch?v=FJu9WBfAfxg
IBM Tealeaf CX Mobile @ NRF Retail Conference:
https://www.youtube.com/watch?v=rFsNr5llWmI
IBM Tealeaf overstat:
https://www.youtube.com/watch?v=n2eoh12j8sU
See Tealeaf in action: