Jump to content

IBM Tealeaf Customer Experience Management Resource Library

Looking for a whitepaper, product datasheet, customer case study, the latest analyst viewpoints, or services materials? It's all right here at your fingertips. Explore the resources below to see how Tealeaf can improve your online customer experience and optimize your web site.

Analyst Reports

Note: Registration is required to download an analyst report.

  • Reducing Customer Struggle: Findings from Econsultancy's 2012 Customer Experience Survey Econsultancy's second annual Reducing Online Customer Struggle Report, based on a global survey of almost 500 e-business and e-commerce professionals, examines how well companies understand their customer's online experiences across all digital channels, including mobile.
    Read Report
  • Improving Online Self Service for the Insurance Industry This report, based on a 2011 survey by leading analyst firm Econsultancy, reveals that 24% of annual online revenue is lost due to poor online customer experience. See how Insurance companies are impacted by online experience, solutions that can lead to improvements in this area and the benefits of taking a proactive approach.
    Read Report
  • Forrester Report: Is Your Site Ready for the Holidays? This new report from Forrester Research covers the carefully planned phases that savvy online Retail professionals execute throughout the year. Meeting the peak demand of the Q4 holiday season requires meticulous planning and rigorous testing across the e-business function to ensure that technology, back-office processes, and the supply chain are ready to deliver during the holiday period.
    Read Report
  • Removing Struggle from Online Travel Booking This report by leading e-business consulting firm Econsultancy, shows how travel companies are impacted by online experience, discusses solutions that can lead to improvements in this area and reveals the benefits of taking a proactive approach to customer experience management.
    Read Report
  • Removing Struggle from Online Shopping This report, based on a 2011 survey by leading analyst firm Econsultancy, reveals that 24% of annual online revenue is lost due to poor online customer experience. See how online retailers are impacted by their ability to deliver a satisfying online experience, gain an overview of solutions that can lead to improvements in this area and understand the benefits of taking a proactive approach.
    Read Report
  • Improving Online Self Service for Financial Institutions This report, based on a 2011 survey by leading analyst firm Econsultancy, reveals that 24% of annual online revenue is lost due to poor online customer experience. See how Financial Services companies are impacted by online experience, solutions that can lead to improvements in this area and the benefits of taking a proactive approach.
    Read Report
  • Customer-Centricity in the Digital World By relating the successes that companies have had migrating their Customer Experience Management efforts out of the back room and up to the board room, this report by Eric T. Peterson of Web Analytics Demystified provides a roadmap to leverage the technology and resources—some of which you likely already have—to simultaneously create business value, customer value, and shareholder value.
    Read Report
  • Reducing Online Customer Struggle: Findings from Econsultancy's 2011 Customer Experience Survey Based on a global online survey of almost 500 business professionals working for companies involved in e-commerce and e-business, this report reveals that organizations have a long way to go in understanding the online customer experience and that they have much to gain by doing so.
    U.S., U.K., French and German versions of this report are available.
    Read Report
  • Temkin Group: Customer Struggle Undermines Online Confidence And Loyalty Leading industry analyst Bruce Temkin defines "online customer struggle," covers the business impact of customer struggle and identifies the 5 most common types.
    Read Report

Datasheets

Multimedia

Note: Registration is required to view Tealeaf multimedia content.

  • Videos: Customer Experience in a Rapidly Changing World View
  • Videos: Why Mobile Customer Experience Matters View
  • Audiocasts: Get Mobile Advice You Can Use Straight from the Experts View
  • Infographics: Make Customer Experience Your Competitive Advantage View
  • Infographics: Make the Most of the Digital Channel Movement View
  • Interactive Infographic: Customer Experience and the Mobile Opportunity View
  • Interactive Infographic: The True E-business Impact of Mobile View
  • Infographics: Digging Into the Mobile Customer Experience View

Whitepapers

Note: Registration is required to download a Tealeaf whitepaper.

  • The Digital Consumer: Exploring the Behavior of UK and US Consumers Online We asked online consumers in the US and UK about how they research and purchase products, to find out which channels and devices they turn to. We analyzed how consumers research and buy across the travel, financial services and retail industries. This report gives a topline summary of some of the most interesting trends we discovered.
    Read Whitepaper
  • Customer Experience Management in the New Era of Mobility This whitepaper explains the importance of gaining visibility into mobile user success and failures, how to accelerate your time to market and how to make mobile investments based on customer requirements. The rewards are higher revenues, lower costs, and higher customer satisfaction.
    Read Whitepaper
  • The eBooker: Understanding How Travel Customers Use the Web This updated report shares insights gained from polling more than 2,000 British travel consumers, 90% of whom book with a different travel provider every time. Results show that competition for customers remains fierce and that the mobile channel is adding a new level of complexity.
    Read Whitepaper
  • Close the Multi-Channel Customer Experience Gap in Retail Financial Services Financial Services organizations are increasingly turning to online self-service models. However, the disconnect between online and call center channels can have negative effects on customer satisfaction. This paper shows how companies in this industry can distinguish themselves by providing seamless customer experience across channels. It includes several real-world Financial Services examples.
    Read Whitepaper
  • Improving the Customer Experience for Mobile Consumers This whitepaper reveals the results of the 2011 Mobile transactions survey conducted by Harris Interactive. These findings will help you to devise a mobile strategy that improves the bottom-line results you receive from this rapidly growing channel. U.S. and U.K. versions of this report are available.
    Read Whitepaper
  • Closing the Multi-Channel Customer Experience Gap: Differentiating Your Customer Service Learn how to differentiate your customer service with online visibility and context for increased call resolution and decreased customer churn.
    Read Whitepaper
  • Advanced Site Optimization: Second-Generation Digital Analytical Tools This informative whitepaper, by Eric Peterson of Web Analytics Demystified, discusses the tools and methodologies that are pushing the limits of what's possible.
    Read Whitepaper
  • Capturing Untapped Revenue: Remarketing and Customer Recovery Are abandoned Web transactions gone for good? Learn how, with the right tools and strategies in place, you can recapture lost revenue while building customer satisfaction and loyalty.
    Read Whitepaper
  • Drive Site Redesign Success: The Keys to Preventing Costly Site Failures and Achieving the ROI You Expect The best ebusinesses have learned to focus not just on reactive post-launch problem resolution, but rather on proactive discovery and analysis of customer experience issues throughout the entire redesign process.
    Read Whitepaper
  • Preparing for TCF Audits and Tackling the Online Challenge The Financial Services Authority launched the Treating Customers Fairly (TCF) initiative in response to the problem of customers being mis-sold financial products. It extends to all customer interactions, including call centers and website content.
    Read Whitepaper
  • Creating an Integrated View of Your Online Customers' Behavior Three systems—Web Analytics, Customer Experience Management, and Voice of Customer technologies—make up the WebSite Optimization Ecosystem, and collectively are able to resolve the "Who, What, Where,When, Why, and How?" of visitor interaction on the Internet.
    Read Whitepaper
  • Mobile Analytics and Customer Experience Management This whitepaper outlines the mobile landscape, covers the most important challenges, and provides the analysis and optimization tactics, emphasizing those enabled by customer experience management solutions.
    Read Whitepaper
  • Building an Online Customer Experience Competency: 5 Steps This paper offers five steps you can take to establish an online customer experience competency within your organization, validated by more than 400 active Tealeaf deployments.
    Read Whitepaper
  • Establishing a Disciplined Approach to Online Customer Experience Optimization This set of best practices provides a way for customer-centric companies to utilize their website optimization tools in concert to create visibility, gain insights about customer behavior, and enable them to provide more value to customers.
    Read Whitepaper
  • Customer Experience Management and Web Analytics: From KPIs to Customer Transactions Both Web Analytics and Customer Experience Management systems together are foundational to website measurement and optimization. These similar-yet-distinct systems each contribute to a site owner's ability to recognize, react, and respond to the ongoing challenges they face.
    Read Whitepaper
  • Tealeaf CX Solutions Technical Overview This technology brief provides an overview of the Tealeaf product sets. Covers the Tealeaf CX platform, our Customer Behavior Analysis suite and our Customer Service Optimization products.
    Read Whitepaper
  • CEM Best Practices for the Insurance Industry Read Whitepaper

Case Studies

Services Materials

IBM Tealeaf Services Datasheets

IBM Tealeaf Best Practices Offerings Overviews

IBM Tealeaf University Course Descriptions