Tuesday, 4 October 2022

[How to] Watson Customer Experience Analytics

07 Dec 2016

What it can do for your business

Watson Customer Experience Analytics allows you to view your sites and apps from the customer perspective to discover opportunities. It provides a seamless, end-to-end view of the customer experience to understand and optimize every journey and gives you the insights you need to resolve issues, boost conversions and maximize lifetime customer value.

Visualize the customer journey

Visualize complete, cross-channel customer journeys across devices and over time. Know where customers are in their journey and learn how activity in one channel impacts performance in another.

Re-live customer experiences

See where customers struggled and pinpoint trouble spots. Replay sessions to see what your customer experienced. Identify opportunities to improve the customer experience and refine the journey.

Gain the insights you need

Bring together customer experience insights from multiple channels in a unified dashboard. Identify trends and understand root causes. Get immediate insight to go from question to decision in minutes.

Key features

Role-based dashboards

Customized top line metrics provide quick access to business conditions and customer experience activity.

Session replay

Summarized session views and detailed session replays of all sessions—whether on the web, mobile app or hybrid app—provide a deep understanding of individual experiences.

Journey analytics

New multi-channel path analysis provides a holistic understanding of customer journeys.

Mindset analysis

Understand which events impact discovery, purchase consideration and advocacy to increase conversion, revenue and customer loyalty.

How it works

Flexible reporting

Offers pre-built and customizable digital analytics reports, rich segmentation and syndication of customer behavior audiences, traffic and funnel reporting with actionable insights.

Eventing and Alerting

Provides struggle detection and behavior reporting that pinpoint where and why experiences are occurring; powerful event and alert engines provide the ability to act on insights.

Site optimization

Uncover usability flaws that cause customers confusion and struggle; compare segments side-by-side to optimize experience, content and campaigns.


Technical details

Software requirements

Support for the following browsers:

  • Internet Explorer versions 10 through 11
  • Mozilla Firefox Extended Support Release 36, or later
  • Google Chrome version 41, or later
  • Support for the following mobile operating systems:
  • Android: minimum version 2.3.3
  • Apple iOS: versions 7.0 through 9

Hardware requirements

  • Workstation running a supported browser with a minimum of 1 GB RAM
  • Minimum screen resolution of 1024 x 768, with a recommended resolution of 1280 x 1024