Mike Bean Presented By Steve Cunnew

Senior Sales Consultant Senior Client Technical Specialist

What’s New - Enhancing CustomerWhat’s New - Enhancing Customer

Mobile Engagement using IBM Tealeaf

• Quick Introduction

• Accessing websites via mobile devices

• Mobile applications

• What’s new in IBM Tealeaf version 9.0.1

Agenda

• What’s new in IBM Tealeaf version 9.0.1

Mobile Adoption Continues to Explode!

›5.6 5.6 5.6 5.6

›1 1 1 1 TrillionTrillionTrillionTrillion

›Connected Devices

›5.6 5.6 5.6 5.6 BillionBillionBillionBillion

›Personal Devices

Sold

›2013 ›2014 ›2015

Spot the difference?

What is IBM Tealeaf cxMobile for?

Monitoring Customer Experience of:

• Mobile applications

• iOS and Android

• Pure native and hybrid• Pure native and hybrid

• Mobile optimised or Responsive Web Design sites

• Anybody who accesses your site via mobile device!

• Tablet, phone, etc.

Accessing Websites via a Mobile Device

Mobile sites – What does it add to IBM Tealeaf CX?

• Mobile device extended information:

• Device type, OS version, screen dimension, etc.

• Capture of mobile gestures:

• Rotation, swipe, zoom, pinch, etc.• Rotation, swipe, zoom, pinch, etc.

• Advanced mobile replay:

• Correct dimensions

• Pinches, swipes, rotations, etc.

• RWD sites

RWD – Responsive Web Design

Mobile site – Demonstrations

Accessing Websites via a Mobile Device

Mobile Applications – Mobile SDK (iOS and Android)

Tealeaf Server Side Component

Dynamically instruct logging framework

Record and transmit customer behaviour

activity, app health and environmental data

Passive Network Capture

Tealeaf Processing Servers

Customer Application Stack

• http/https app calls (network tap)• XML/JSON/HTML etc. calls

• User Behavior (Mobile SDK)• Screens viewed, Referring screen• Text field, Text Field value• Touches, Motion• App launched, Entered background

• Environmental (Mobile SDK)

Mobile Applications – Data Collected

• Detect customers struggling to change reservation or order

• Isolate by application version, by error, by input

• Quantify users impacted• Environmental (Mobile SDK)

• App version, iOS/Android version, • Device Model• Device orientation, IP, Memory• Connectivity• Carrier, GPS

• Application Health (Mobile SDK)• Exception, Crash• Server connection success / error

• Analyse customer behaviour – sequence of events, screen logs, server calls

• Search to find other impacted users

Mobile Applications – Native Replay

Passive network capture – customer JSON/XML/HTML etc.

Mobile Applications – Native Replay

Environment & application health – from mobile SDK

Mobile Applications – Dashboards and Reports

Dashboards and reports can give substantial value even without replay!

• Tealeaf pre v9.0 - screenshots

• Provides accurate evidence of what the customer saw

• May have a heavy network load

• May expose personal information (security concerns)

Mobile Applications – Replay

• May expose personal information (security concerns)

• Tealeaf v9.0 and later – native mobile app replay

• Security rules can be applied

• Reduced network load

• Can be easily customised

Mobile Applications – Screen Capture

Capture of stack trace for application exception

Screen capture to give developers context to when exception occurred

Mobile Applications – Replay (v 9.0)

+ =

Type10 message. Converted to HTML and becomes base screen.

Type4 message.UI Events are drawn onto the base screen.

Replay - Draw screen and user interactions (rendered using Dojo Mobile).

+ =

Mobile Applications – Native Replay

See the native app experience through the eyes of your customers

Mobile Application – Demonstration

What’s new in IBM Tealeaf version 9.0.1

Gesture Capture Replay (v 9.0.1)

▪ Customer Insight

• Show user interaction with screen itself

• Available out-of-the-box

▪ 5 gestures

• Tap• Tap

• Double Tap

• Tap & Hold

• Swipe

• Pinch/Spread

*Standardized across iOS, Android, and Mobile Web

Unresponsive Gestures

▪ Identifies Struggle

• Recorded when user makes gesture

that triggers no application action

(1/10th second)

▪ Automatic Unresponsive gesture event

• Infer what customers are intending to

do on touch enabled devices.

• Monitor total Unresponsive Gestures

• Segment by Screen View

• Watch for different gesture-related

struggles

Gestures – Demonstration

12 Out of the Box Mobile Reports (v 9.0.1)

• Application performance

• Errors + exceptions

• User Experience

• Unresponsive Gestures• Unresponsive Gestures

• Engagement

• Mobile Landscape overview

• Environment report

• Connectivity

5

Tealeaf CX Mobile + Worklight Integration

TealeafWorklight

Tealeaf Server Side Component

Worklight Development Studio

Tealeaf

SDK

Tealeaf Processing Servers

Application Server

Development

Production

Hybrid Apps

26

Appendix

Regional Bank

Gained insights into mobile user’s behaviors. Increased completed applications by 72%. Improved response time by 60+%

60%

Increase in response

time

72%

Increase in completed applications

� Problem: Launched new mobile banking platform but

lacked insights into users’ reactions. Wanted online

application that was easy to navigate. Unable to

resolve customer issues in a timely manner.

� Solution: Gained real-time insights into how users’

behaviours varied by region (mobile and web).

Identified, analysed and addressed issues in online time Identified, analysed and addressed issues in online

application; streamlined new account processing.

Identified and replayed users’ sessions to resolve

issues.

� Impact: Immediately changed mobile banking

roadmap to reflect users’ behaviours. Gained 72% lift

in overall completion rate of online applications.

Improved customer support response time by 60-70%.

Telecoms Company

Avoided $1 million in revenue loss and drove 28% YOY increase in mobile phone sales

$1M

Revenue loss avoided

28%

YOY increase in mobile

phone sales

� Problem: Underwent a substantial re-design for desktop

& mobile websites. Sought to improve conversion rates.

� Solution: Used Tealeaf CX Mobile to make informed

design decisions based on the mobile users’

characteristics. Identified, analysed and addressed

issues with IBM Tealeaf solutions as part of re-designing

the site.the site.

� Impact: Addressed an issue with adding a family plan,

which would have resulted in a loss of $1 million during

the beta trials alone. Used IBM Tealeaf solutions to

eliminate issues and obstacles on their site to help drive

a 28% YOY increase in mobile phone sales.

Versions 8.2 & 8.3

• Basic mobile website replay

• Mobile SDK for iOS and Android

Versions 8.4, 8.5 & 8.6

• Mobile App screen capture

Version 8.7

Features by Tealeaf version

Version 9.0

• Native app replay

Version 9.0.1

• Out of the box mobile dashboards

• Gesture replay

• Unresponsive gesturesVersion 8.7

• Enhanced mobile web replay

Version 8.8

• Worklight integration

• RWD replay

• Unresponsive gestures

Questions

Thank You