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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.

  • 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.
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  • 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.
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  • 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.
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  • Gartner: Analyzing Customer Experiences With Tealeaf Web Replay Interviews with six Tealeaf customers yield use cases, concerns and advice for those looking to buy Tealeaf products.
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  • 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.
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  • 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.
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  • 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.
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Datasheets

Interactive Guides

Note: Registration is required to view a Tealeaf interactive guide.

  • Interactive Guide to Online Customer Experience Management View Guide
  • Interactive Guide to the Multi-Channel Customer Experience View Guide

Whitepapers

Note: Registration is required to download a Tealeaf 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.
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  • 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.
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  • 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.
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  • 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.
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  • 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.
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  • 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.
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  • 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.
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  • 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.
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  • 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.
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  • 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.
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  • 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.
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  • 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.
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  • 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.
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  • 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.
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  • CEM Best Practices for the Insurance Industry Read Whitepaper

Case Studies

Services Materials

Tealeaf Services Datasheets

Tealeaf Best Practices Offerings Overviews

Tealeaf University Course Descriptions