What is your primary use case for IBM Watson Customer Experience Analytics?


How do you or your organization use this solution?

Please share with us so that your peers can learn from your experiences.

Thank you!

ITCS user
11 Answer

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Top 5LeaderboardMSP

Our primary use case is to analyze the behavior of customers across digital channels - how people interact on websites or mobile applications, and what issues they may have. It also analyzes those behaviors on the business channels. For example, it can check how a customer is moving through the shopping experience on a retail site. Are they focusing only at the top or were they trying to zoom in on a product and were not successful? Were they trying to pinch out some text because it wasn't visible on the mobile application? All those things can be tracked and utilized to generate meaningful reports. This includes for marketers who can improve customer experience, for developers to improve the applications, and for security use cases to avoid fraud because it can detect if a site or application is being used fraudulently. We are partners of IBM and I'm an enterprise applications consultant.