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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

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  • Mobile Experience Trends Briefing: Key Takeaways from Digital Cream London, 2013 This briefing provides background information about the mobile marketing landscape as well as many thoughts and insights from digital marketers attending Digital Cream London, 2013.
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  • 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.
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  • 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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  • 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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  • 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.
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  • 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.
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  • 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

Multimedia

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Whitepapers

Note: Registration is required to download a Tealeaf whitepaper.

  • Meeting the Expectations of the Mobile Customer This whitepaper explores multi-channel customer experience management and examines the successful mobile strategies of three highly-regarded British businesses.
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  • Customer Experience Management in the New Era of Mobility Learn the importance of gaining visibility into mobile user success and failures, how to accelerate your time to market and how to make investments based on customer requirements.
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  • 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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  • Improving the Customer Experience for Mobile Consumers This whitepaper reveals the results of a 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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  • 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 Learn to focus not just on reactive post-launch problem resolution, but on proactive discovery and analysis of customer experience issues throughout the entire redesign process.
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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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  • 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 eBusiness This whitepaper explains five ways to increase conversion and adoption rates by optimizing your e-commerce web site to deliver a better online experience for your customers.
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  • CEM Best Practices for the Insurance Industry This whitepaper explains five ways to increase conversion and adoption rates by optimizing your insurance web site to deliver a better online experience for your customers.
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  • IBM Tealeaf Solutions and Fraud Learn the value of gaining visibility into the forensic environment.
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  • Addressing Changing Customer Behavior Since the Internet gave birth to e-commerce sites and social media, now more than ever, customers expect businesses to go the extra mile to maintain their preferences.
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  • Delivering a seamless experience across every channel Summary of the 2013 survey of e-commerce professionals by IBM Tealeaf and Econsultancy
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  • The Rise of the Mobile Customer The dramatic growth of mobile commerce (m-commerce) has opened up a world of opportunity for businesses with e-commerce sites, but it has also introduced a lot of new challenges.
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  • Who is Responsible for the Mobile User Experience? The dramatic growth of mobile commerce (m-commerce) has opened up a world of opportunity for businesses with e-commerce sites, but it has also introduced a lot of new challenges.
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Case Studies

Services Materials

IBM Tealeaf Services Datasheets

IBM Tealeaf Best Practices Offerings Overviews

IBM Tealeaf University Course Descriptions