Welcome!

Web 2.0 Authors: Carmen Gonzalez, Trevor Parsons, Roger Strukhoff, Lori MacVittie, Travis Olague

Blog Feed Post

Tealeaf brings mobile customer experience to the forefront

Tealeaf introduces powerful new mobile customer experience solution, gives organisations the ability to see mobile channels through the eyes of their customers

SAN FRANCISCO - March 28, 2012 - Tealeaf®, a leader in digital customer experience management solutions, today introduced the latest version of Tealeaf CX Mobile™, a complete mobile customer experience management solution.

Tealeaf CX Mobile enables sophisticated customer experience analysis across all mobile channels, including mobile web sites, native iOS and Android apps, hybrid apps, and the growing number of apps and sites built in HTML5.

The Mobile Ecommerce Revolution
Mobile commerce is growing faster than any form of ecommerce has previously. (2) The era of creating websites solely for customers using desktops or laptops is over.

  • Mobile devices will outnumber humans in 2012. (1)

  • By 2014 mobile will exceed desktop internet usage.(2)

  • Mobile transactions will grow exponentially and are expected to exceed $1T by 2015.(3)

This explosion in mobile adoption adds to the mounting pressure on consumer-organisations to deliver the best possible mobile experiences or risk losing customers, and not just from the mobile channel.

  • 85 percent of consumers expect the mobile experience to be better than online experiences using a laptop or desktop computer.(4)

  • 63 percent of all online adults said they would be less likely to buy from the same company via other purchase channels if they experienced a problem conducting a transaction on their mobile phones.(4)

Tealeaf CX Mobile Helps Businesses Get it Right
Tealeaf CX Mobile allows businesses to understand, respond to and optimise the complete mobile customer experience by enabling them to see their sites and apps through the eyes of their customers.

Tealeaf CX Mobile gives organisations the context necessary to enable their mobile apps and mobile sites to be useful, engaging and functioning properly. It provides documented evidence of customer struggles and the ability to quantify the business impact of customer challenges. For example, Tealeaf CX Mobile captures:

  • In-screen actions, including orientation, pinching, and scrolling

  • Enhanced mobile browser replay to re-create problems and optimise functionality

  • Device-level data, such as device type, browser version or operating system

With this information, companies can drill down to understand the context of every interaction. Using Tealeaf CX Mobile, organisations are able to:

  • Automatically detect customer struggles, obstacles or issues

  • Isolate problems and quantify users affected and business impacted

  • Identify opportunities to optimise the end user experience for the small screen

  • Translate customer feedback and ratings into actionable improvements

  • Correlate customer behaviour with network and application problems

Tealeaf CX Mobile is part of the Tealeaf CX suite and the data captured is available for analysis, optimisation and customer service by both the Tealeaf CX Customer Behavior Analysis Suite™ and the Tealeaf CX Customer Service Optimization Suite™.

Tealeaf CX Mobile is immediately available.

"If you're not mobile, you're not competitive. Tealeaf CX Mobile helps ecommerce businesses take full advantage of the mobile revolution by identifying opportunities - as they happen - to optimise the mobile experience and empower customers to accomplish the task they are attempting to do digitally."

- Bill Loller, vice president of Mobile, Tealeaf

Click here to see Bill explain in more detail the value of Tealeaf CX Mobile

"Customer experience is vital to growing our business and the mobile channel is particularly critical. With Tealeaf CX Mobile we are able to identify opportunities to make the experience better or solve problems we might not know existed."

- Matthew Wilcox, director of interactive services, Zions Bancorporation

To hear more from Matthew on Zions Bancorporation's use of Tealeaf, click here.

"At SkyBet, our customers are passionate about their online gambling experience. It is essential that we provide the very best possible experience, not just online but via mobile devices as well. The knowledge we gain from Tealeaf CX Mobile helps SkyBet optimise our mobile site and create better customer experiences."

- Steve Morrison, customer experience manager, Sky Betting and Gaming

To hear more from Steve on Sky Betting and Gaming's use of Tealeaf, click here.

"In just two years, mobile commerce has matured from a nascent channel adopted by a few progressive companies to a critical commerce touchpoint. Today, mobile offerings must be both fully transactional and support the customer's end-to-end experience with a retailer."

- Forrester Research, Inc.; "Market Overview: Mobile Commerce Solutions for Retail 2011" August, 2011

About Tealeaf
Tealeaf provides digital customer experience management (CEM) solutions and is the leader in customer behaviour analysis. Tealeaf's CEM solutions include both a customer behaviour analysis suite and customer service optimisation suite. For organisations that are making customer experience a top priority, these solutions provide unprecedented enterprise-wide visibility into every visitor's unique online interactions for ongoing analysis and web site optimisation. Online executive stakeholders from ebusiness and IT to customer service and compliance are using Tealeaf to build a CEM competency across the organisation. Founded in 1999, Tealeaf is headquartered in San Francisco and is privately held.

Follow Tealeaf on Twitter @tealeaf

Footnotes

  1. Cisco Visual Networking Index: Global Mobile Data Traffic Forecast Update, 2011-2016
    http://www.cisco.com/en/US/solutions/collateral/ns341/ns525/ns537/ns705/ns827/
    white_paper_c11-520862.html

  2. Mary Meeker's "State of the Internet" report
    http://gigaom.com/2010/04/12/mary-meeker-mobile-internet-will-soon-overtake-fixed-internet/

  3. Yankee Group, "The Mobile Money Forecast"
    http://www.mobilecommercedaily.com/2011/07/01/mobile-transactions-expected-to-exceed-1t-by-2015-yankee-group

  4. Tealeaf and Harris Interactive Mobile Transaction Survey
    http://www.tealeaf.com/news/news-releases/2011/Tealeaf-Announces-New-Mobile-Research.php

© Copyright 2012 Tealeaf Technology, Inc. All rights reserved. Tealeaf, the Tealeaf word and design mark, VIA, and Visibility.Insight.Answers are registered trademarks of TeaLeaf Technology, Inc. in the United States and other countries. Tealeaf CX, Tealeaf cxView, Tealeaf cxImpact, Tealeaf cxReveal, Tealeaf cxVerify, Tealeaf cxConnect, Tealeaf CX Solutions, Tealeaf CX Customer Behavior Analysis Suite, Tealeaf CX Customer Service Optimization Suite and Tealeaf CX Mobile are all trademarks of TeaLeaf Technology, Inc. All other trademarks or service marks are the property of their respective holders and are hereby acknowledged.

Read the original blog entry...

More Stories By RealWire News Distribution

RealWire is a global news release distribution service specialising in the online media. The RealWire approach focuses on delivering relevant content to the receivers of our client's news releases. As we know that it is only through delivering relevance, that influence can ever be achieved.

@ThingsExpo Stories
Whether you're a startup or a 100 year old enterprise, the Internet of Things offers a variety of new capabilities for your business. IoT style solutions can help you get closer your customers, launch new product lines and take over an industry. Some companies are dipping their toes in, but many have already taken the plunge, all while dramatic new capabilities continue to emerge. In his session at Internet of @ThingsExpo, Reid Carlberg, Senior Director, Developer Evangelism at salesforce.com, to discuss real-world use cases, patterns and opportunities you can harness today.
The Internet of Things (IoT) is going to require a new way of thinking and of developing software for speed, security and innovation. This requires IT leaders to balance business as usual while anticipating for the next market and technology trends. Cloud provides the right IT asset portfolio to help today’s IT leaders manage the old and prepare for the new. Today the cloud conversation is evolving from private and public to hybrid. This session will provide use cases and insights to reinforce the value of the network in helping organizations to maximize their company’s cloud experience.
Cultural, regulatory, environmental, political and economic (CREPE) conditions over the past decade are creating cross-industry solution spaces that require processes and technologies from both the Internet of Things (IoT), and Data Management and Analytics (DMA). These solution spaces are evolving into Sensor Analytics Ecosystems (SAE) that represent significant new opportunities for organizations of all types. Public Utilities throughout the world, providing electricity, natural gas and water, are pursuing SmartGrid initiatives that represent one of the more mature examples of SAE. We have spoken with, or attended presentations from, utilities in the United States, South America, Asia and Europe. This session will provide a look at the CREPE drivers for SmartGrids and the solution spaces used by SmartGrids today and planned for the near future. All organizations can learn from SmartGrid’s use of Predictive Maintenance, Demand Prediction, Cloud, Big Data and Customer-facing Dashboards...
All major researchers estimate there will be tens of billions devices – computers, smartphones, tablets, and sensors – connected to the Internet by 2020. This number will continue to grow at a rapid pace for the next several decades. With major technology companies and startups seriously embracing IoT strategies, now is the perfect time to attend @ThingsExpo in Silicon Valley. Learn what is going on, contribute to the discussions, and ensure that your enterprise is as "IoT-Ready" as it can be!
Noted IoT expert and researcher Joseph di Paolantonio (pictured below) has joined the @ThingsExpo faculty. Joseph, who describes himself as an “Independent Thinker” from DataArchon, will speak on the topic of “Smart Grids & Managing Big Utilities.” Over his career, Joseph di Paolantonio has worked in the energy, renewables, aerospace, telecommunications, and information technology industries. His expertise is in data analysis, system engineering, Bayesian statistics, data warehouses, business intelligence, data mining, predictive methods, and very large databases (VLDB). Prior to DataArchon, he served as a VP and Principal Analyst with Constellation Group. He is a member of the Boulder (Colo.) Brain Trust, an organization with a mission “to benefit the Business Intelligence and data management industry by providing pro bono exchange of information between vendors and independent analysts on new trends and technologies and to provide vendors with constructive feedback on their of...
Software AG helps organizations transform into Digital Enterprises, so they can differentiate from competitors and better engage customers, partners and employees. Using the Software AG Suite, companies can close the gap between business and IT to create digital systems of differentiation that drive front-line agility. We offer four on-ramps to the Digital Enterprise: alignment through collaborative process analysis; transformation through portfolio management; agility through process automation and integration; and visibility through intelligent business operations and big data.
There will be 50 billion Internet connected devices by 2020. Today, every manufacturer has a propriety protocol and an app. How do we securely integrate these "things" into our lives and businesses in a way that we can easily control and manage? Even better, how do we integrate these "things" so that they control and manage each other so our lives become more convenient or our businesses become more profitable and/or safe? We have heard that the best interface is no interface. In his session at Internet of @ThingsExpo, Chris Matthieu, Co-Founder & CTO at Octoblu, Inc., will discuss how these devices generate enough data to learn our behaviors and simplify/improve our lives. What if we could connect everything to everything? I'm not only talking about connecting things to things but also systems, cloud services, and people. Add in a little machine learning and artificial intelligence and now we have something interesting...
Last week, while in San Francisco, I used the Uber app and service four times. All four experiences were great, although one of the drivers stopped for 30 seconds and then left as I was walking up to the car. He must have realized I was a blogger. None the less, the next car was just a minute away and I suffered no pain. In this article, my colleague, Ved Sen, Global Head, Advisory Services Social, Mobile and Sensors at Cognizant shares his experiences and insights.
We are reaching the end of the beginning with WebRTC and real systems using this technology have begun to appear. One challenge that faces every WebRTC deployment (in some form or another) is identity management. For example, if you have an existing service – possibly built on a variety of different PaaS/SaaS offerings – and you want to add real-time communications you are faced with a challenge relating to user management, authentication, authorization, and validation. Service providers will want to use their existing identities, but these will have credentials already that are (hopefully) irreversibly encoded. In his session at Internet of @ThingsExpo, Peter Dunkley, Technical Director at Acision, will look at how this identity problem can be solved and discuss ways to use existing web identities for real-time communication.
Can call centers hang up the phones for good? Intuitive Solutions did. WebRTC enabled this contact center provider to eliminate antiquated telephony and desktop phone infrastructure with a pure web-based solution, allowing them to expand beyond brick-and-mortar confines to a home-based agent model. It also ensured scalability and better service for customers, including MUY! Companies, one of the country's largest franchise restaurant companies with 232 Pizza Hut locations. This is one example of WebRTC adoption today, but the potential is limitless when powered by IoT. Attendees will learn real-world benefits of WebRTC and explore future possibilities, as WebRTC and IoT intersect to improve customer service.
From telemedicine to smart cars, digital homes and industrial monitoring, the explosive growth of IoT has created exciting new business opportunities for real time calls and messaging. In his session at Internet of @ThingsExpo, Ivelin Ivanov, CEO and Co-Founder of Telestax, will share some of the new revenue sources that IoT created for Restcomm – the open source telephony platform from Telestax. Ivelin Ivanov is a technology entrepreneur who founded Mobicents, an Open Source VoIP Platform, to help create, deploy, and manage applications integrating voice, video and data. He is the co-founder of TeleStax, an Open Source Cloud Communications company that helps the shift from legacy IN/SS7 telco networks to IP-based cloud comms. An early investor in multiple start-ups, he still finds time to code for his companies and contribute to open source projects.
The Internet of Things (IoT) promises to create new business models as significant as those that were inspired by the Internet and the smartphone 20 and 10 years ago. What business, social and practical implications will this phenomenon bring? That's the subject of "Monetizing the Internet of Things: Perspectives from the Front Lines," an e-book released today and available free of charge from Aria Systems, the leading innovator in recurring revenue management.
The Internet of Things will put IT to its ultimate test by creating infinite new opportunities to digitize products and services, generate and analyze new data to improve customer satisfaction, and discover new ways to gain a competitive advantage across nearly every industry. In order to help corporate business units to capitalize on the rapidly evolving IoT opportunities, IT must stand up to a new set of challenges.
There’s Big Data, then there’s really Big Data from the Internet of Things. IoT is evolving to include many data possibilities like new types of event, log and network data. The volumes are enormous, generating tens of billions of logs per day, which raise data challenges. Early IoT deployments are relying heavily on both the cloud and managed service providers to navigate these challenges. In her session at 6th Big Data Expo®, Hannah Smalltree, Director at Treasure Data, to discuss how IoT, Big Data and deployments are processing massive data volumes from wearables, utilities and other machines.
P2P RTC will impact the landscape of communications, shifting from traditional telephony style communications models to OTT (Over-The-Top) cloud assisted & PaaS (Platform as a Service) communication services. The P2P shift will impact many areas of our lives, from mobile communication, human interactive web services, RTC and telephony infrastructure, user federation, security and privacy implications, business costs, and scalability. In his session at Internet of @ThingsExpo, Erik Lagerway, Co-founder of Hookflash, will walk through the shifting landscape of traditional telephone and voice services to the modern P2P RTC era of OTT cloud assisted services.
While great strides have been made relative to the video aspects of remote collaboration, audio technology has basically stagnated. Typically all audio is mixed to a single monaural stream and emanates from a single point, such as a speakerphone or a speaker associated with a video monitor. This leads to confusion and lack of understanding among participants especially regarding who is actually speaking. Spatial teleconferencing introduces the concept of acoustic spatial separation between conference participants in three dimensional space. This has been shown to significantly improve comprehension and conference efficiency.
The Internet of Things is tied together with a thin strand that is known as time. Coincidentally, at the core of nearly all data analytics is a timestamp. When working with time series data there are a few core principles that everyone should consider, especially across datasets where time is the common boundary. In his session at Internet of @ThingsExpo, Jim Scott, Director of Enterprise Strategy & Architecture at MapR Technologies, will discuss single-value, geo-spatial, and log time series data. By focusing on enterprise applications and the data center, he will use OpenTSDB as an example to explain some of these concepts including when to use different storage models.
SYS-CON Events announced today that Gridstore™, the leader in software-defined storage (SDS) purpose-built for Windows Servers and Hyper-V, will exhibit at SYS-CON's 15th International Cloud Expo®, which will take place on November 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA. Gridstore™ is the leader in software-defined storage purpose built for virtualization that is designed to accelerate applications in virtualized environments. Using its patented Server-Side Virtual Controller™ Technology (SVCT) to eliminate the I/O blender effect and accelerate applications Gridstore delivers vmOptimized™ Storage that self-optimizes to each application or VM across both virtual and physical environments. Leveraging a grid architecture, Gridstore delivers the first end-to-end storage QoS to ensure the most important App or VM performance is never compromised. The storage grid, that uses Gridstore’s performance optimized nodes or capacity optimized nodes, starts with as few a...
The Transparent Cloud-computing Consortium (abbreviation: T-Cloud Consortium) will conduct research activities into changes in the computing model as a result of collaboration between "device" and "cloud" and the creation of new value and markets through organic data processing High speed and high quality networks, and dramatic improvements in computer processing capabilities, have greatly changed the nature of applications and made the storing and processing of data on the network commonplace. These technological reforms have not only changed computers and smartphones, but are also changing the data processing model for all information devices. In particular, in the area known as M2M (Machine-To-Machine), there are great expectations that information with a new type of value can be produced using a variety of devices and sensors saving/sharing data via the network and through large-scale cloud-type data processing. This consortium believes that attaching a huge number of devic...
Innodisk is a service-driven provider of industrial embedded flash and DRAM storage products and technologies, with a focus on the enterprise, industrial, aerospace, and defense industries. Innodisk is dedicated to serving their customers and business partners. Quality is vitally important when it comes to industrial embedded flash and DRAM storage products. That’s why Innodisk manufactures all of their products in their own purpose-built memory production facility. In fact, they designed and built their production center to maximize manufacturing efficiency and guarantee the highest quality of our products.