See your sites and apps from the customer perspective to discover opportunities
Upgrade to a seamless, end-to-end view of the customer experience to understand and optimize every journey. Gain the insights you need to resolve issues, boost conversions and maximize lifetime customer value.
Visualize the customer journey
Quantify and visualize complete, cross-channel customer journeys—individually and in aggregate—across devices and over time. Always know where customers are in their journey and learn how activity in one channel impacts performance in another. Replicate the top performing paths and weed out the troublesome ones.
Relive customer experiences
Zoom in to see where customers struggled and pinpoint trouble spots. Replay any session to see exactly what your customer experienced. Identify new opportunities to improve the customer experience and refine the journey to deliver more conversions.
Gain the insights you need
Bring together customer experience insights from all channels in a unified, visual dashboard. Customize the dashboard by role to track the KPIs most important to you. Easily identify trends and understand root causes. Gain immediate insight to go from question to decision in minutes, shifting resources and taking action to grow revenue.
Built with Watson
Improve product launches by visualizing the entire customer journey
See how Watson Customer Experience Analytics can be used to identify and examine historical top-performing “paths to purchase.”
Customized top line metrics provide quick access to business conditions and customer experience activity
Pre-built and customizable digital analytics reports
Rich segmentation and syndication of customer behavior audiences
Traffic and funnel reporting with actionable insights
Summarized session views and detailed session replays provide deep understanding of individual experiences
CXA uniquely supports web, mobile app and hybrid session capture and replay of ALL sessions with both client and server side data collection
Eventing and alerting
Struggle detection and behavior reporting pinpoint where and why experiences are occurring
Powerful eventing and alerting engines provide ability to act on insights
Simplified event creation makes it easy for business analysts to take action
Uncover usability flaws that cause customers confusion and struggle
Compare segments side-by-side to optimize experience, content and campaigns
Drill contextually into sessions details and other analytics for more detail
New multi-channel path analysis provides holistic understanding of customer journeys
Users can quickly compare path popularity, duration, revenue and customer values across unique segments and drill down for deeper understanding
Understanding which events impact discovery, purchase consideration and advocacy can be key to increasing conversion, revenue and customer loyalty
Flexible customer lifecycle definitions can be tailored for any industry
Mobile app dashboard
Measure how your customers are engaging with your mobile apps with customizable KPIs and reporting. Deep dive into user data by region, level of engagement and app version to identify how your mobile apps are impacting your customer’s journeys.