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White Paperwww.royalcyber.comIBM TealeafCustomer ExperienceIBM Tealeaf Customer Experience solutions give your business thevisibility, insight & answers needed to consistently deliver a seamless &rewarding web and mobile experience. IBM Tealeaf uniquely capturesall data behind each interaction to enable you to uncover potentialnegative trends & discover the sources of struggles.February 25, 2019

Table of Contents1.Overview32.The value of customer experience management33Real-time data capture44Real-time event engine45Key features in IBM Tealeaf CX55.1.Event Manager55.2.Report Builder55.3.Workspace55.4.Session List65.5.Session Search75.6.Session Replay76.Case Study87.Implementation Timeline9www.ro yal cyb e r . com

1. OverviewIBM Tealeaf Customer Experience solutions giveyour business the visibility, insight and answersneeded to consistently deliver a seamless andrewarding web and mobile experience. IBMTealeaf uniquely captures all data behind eachinteraction to enable you to uncover potentialnegative trends and discover the sources ofstruggles.To make the most of the e-commerce channel, it’sessential that your business has on-demandvisibility into problems that customers experiencewith websites and mobile apps. It’s not enough tosimply quantify high drop-offs in the formsubmission or shopping cart checkout.With capabilities for qualitative analysis, you canrapidly pinpoint the “why” behind customerproblems before serious damage is done torevenue and customer satisfaction.IBM Tealeaf Customer Experience introduced tothe IBM suite of Tealeaf customer experiencemanagement solutions. As a multi-tenant SaaSsolution, IBM Tealeaf CX lets you avoid the highercapital costs of an on-premises implementationwhile leveraging a next generation IBM Tealeafuser interface and features.2. The value of customer experiencemanagementPutting the customer at the core of the business isthe central rule of value marketing. Marketing isabout producing products and services which areingrained in the customer's needs, rather than theneeds of the company to sell its products.To be ‘in tune’ with a customer’s needs, ratherthan second guessing, a company must ensurethat the opinion of the customer is fundamentalto the company approach, and that the customeris considered and discussed at a boardroom leveland not just by the customer-facing staff anddepartments; a move toward customer centricity.This practice is known as customer experiencemanagement.Customers take a good website or mobile app forgranted, but e-commerce teams know how mucheffort and attention to detail are required todeliver a site that meets rising shopperexpectations for a consistent and relevantexperience.With a high workload and a breakneckdevelopment pace, e-commerce teams are hardpressed to identify, prioritize and fix problems asthey emerge.As a result, problems can go undetected orunaddressed for weeks on end, even as thewww.ro yal cyb e r . com

company leaks revenue and prompts customersto visit a competing site. Recognizing the risk thatwebsite problems pose to overall businessperformance, leading companies proactivelyoptimize the online customer experience withIBM Tealeaf CX solutions.IBM Tealeaf CX captures each customerinteraction with your website – what customersare doing and seeing on each page, across anentire visitor session. Customer interaction data isindexed and processed to deliver breakthroughinsights into your customers’ online experience.3. Real-time data captureUsing IBM’s UI Capture Software DevelopmentKit (SDK), you can extend the solution forenhanced capture and replay of interactionswithin Rich Internet Applications (RIAs) andmobile devices (iOS and Android). It alsoprovides the ability to capture client-side errormessages and end-to-end response time asexperienced by the end user.The UI Capture SDK also provides high-fidelityreplay of user interactions and gives youenhanced reporting capabilities to review theclient-side performance by render times, brokenimages, JavaScript alerts and more.4. Real-time event engineThe event engine analyzes captured data in realtime against user-defined rules to provideinsight into customer struggles, businessprocess, customer gestures, application errorsand performance problems.IBM Tealeaf CX delivers advanced patternrecognition of both business and technicalevents.Examples of Business Events Include:Business practice: ”Every step in a corporatemethod, or a customer finishing or not finishinga multi-step business process.”Customer struggle: A customer going throughthe checkout process multiple times, repeatedlytrying to complete the billing information page, orgoing to help multiple times.Product, feature and service tracking: ”Aproduct, service or feature selected by a client.”Examples of Technical Events Include:Application error: ”An error exception message(e.g., Java exception) or global error page.”Application response: ”Pages taking longer than10 seconds to load.”www.ro yal cyb e r . com

5. Key features in IBM Tealeaf CX5.1. Event ManagerEvent Manager is a user-friendly tool in whichyou can manage all Tealeaf events. Events areused for segmentation analysis by specificbehavior and to monitor the health of your site.By monitoring the different KPIs and measurements, you can identify issues that prevent customers from completing their transactions andachieving their intended goals5.2. Report BuilderWith custom widgets to monitor report data,you can stay on top of trends, struggles andnegative customer experiences. IBM Tealeaf CXprovides the ability for you to drill into reportdata to quantify characteristics of specificsessions like. How many customers have abandoned ineach hour?5.3. WorkspaceWorkspaces provide a convenient place toorganize all relevant reports that track the KPIsmost important to the business. Workspace canbe customized to the needs of individual users. Where is the highest abandonment rate? What is the quantifiable business impact?www.royal cyb e r . com

2.4.SAP Commerce Integration with Mirakl Marketplace5.4. Session ListSession List offers a high-level view of asegment of sessions when drilling down fromWorkspace. The viewable columns can becustomized so that the relevant sessioninformation can be reviewed at a glance. Userscan sort on any column, as well as export theSession List into a number of common fileformats. Also, you can drill down into a singlesession to analyze details of a customerinteraction.www.royal cyb e r . com

5.5. Session SearchSession Search is a powerful capability thatallows you to find a collection of sessions or asession. Users have the ability to search byevents, event values, dimension values,date/time, session ID, IP address, URL/screenview name, session attributes (any), applicationsprofiles, and also by non-active or active sessions.Session Search improves accessibility toinformation and enables you to pinpoint issuesfaster.5.6. Session ReplayIBM Tealeaf CX provides session replay in astandard browser that shows a page-by-pagereplay of customer interactions on your site.Visual replay allows you to see each action (e.g.,link selections), interaction (e.g., form fieldinputs) and customer experience obstacle (e.g.,error messages) so you can quickly reproduceand resolve site issues. IBM Tealeaf CX supportsthe capture and replay of websites with RIAtechnologies such as AJAX to accuratelyunderstand customer intent and behavior.www.royal cyb e r . com

6. Case StudyAbout the ClientThe client is one of the leading operators ofexceptional & unique experiences that bringdelight, enrich lives & surpass customerexpectations. The entity is keen in delivering topquality entertainment, led by unmatchedindustry expertise. The parent company isinvolved in mall developments in the majoremerging markets, such as the Middle East &North Africa.Business Challenges The client wanted to know the reason for thedecline in online sales and where exactly thecustomers were struggling during their purchasealong with customer details. Most importantly they wanted to see the userbehavior on the site. The entertainment group was in the process ofredesigning the complete site & wanted to retainsome of the good features from the existingdesign and replace features which are notproviding working for the end user.Our ApproachTaking into consideration the client’s challengesand bearing in mind the best tools in the marketto provide better insights into the user behavior,Royal Cyber implemented IBM CXA solution. IBMCXA solution captures & manages each visitorinteractions on websites in cloud & on-premise.As a Customer Experience Analytics solution, itprovides extensive visibility into customers’online experiences and insights into customerbehavior on website & mobile traffic. Thissolution helped the client to: Have a custom dashboard reporting forBusiness, IT & Support based on captured datafrom multiple channels. Get a KPI that’s driving/helping the business toincorporate in their new design. The Entertainment Group to discover issuesleading to declining in their online bookings & toresolve customer experience flaws on the site. Identify customers who were struggling tore-target them by providing promotions. Reduce the turnaround time in addressing theend user problem. Address one of the main struggles with thepayment gateway which was taking more timeleading to a session timeout. As the business gotto see the customer behavior on the availablefeatures, this helped to differentiate the featureswhich were not working for its business vs.working which they used in redesigning theirwebsite.Royal Cyber Consultantperformed the following activities: On boarding the IBM CXA solution on two of theirweb applications. Create, configure & customize events &dimensions to identify issues and struggles. Create Reports, Dashboards & Score Cards toprovide critical analysis & insights for every stageof the user behavior along with the purchaselifecycle. Configured Real-time Alerts for all knownanomalies based on the threshold value. Set scheduled reports to different businessstakeholdersResultsThe client gained the following benefits: With the help of IBM CXA solution, they reducedthe time spent identifying and resolving onlinecustomer experience flaws by 30%. Reduced the Turnaround in addressing the clientcomplaints by 40% The solution also allowed to boost adoption andimprove the success rate of online services via amore reliable web application during redesignphase.www.royal cyb e r . com

7. Implementation TimelineUsually will take 2-4 weeks for integrating SAP Commerce Platform. It depends and varies on therequirements and customization complexity involved.Royal Cyber Simplifying IT for Customers & PartnersRoyal Cyber Inc. Headquartered in Naperville, IL is a leading software organization that provides servicesranging from application development and deployment to training and consultancy. We commenced theoperations in the year 2002 as a specialized Technology provider striding in as a software deploymentservice provider, assisting clients to meet the standards and demands of doing business in the rapidlychanging marketplace.Today we stand tall as a One Stop Shop for all your IT needs.55 Shuman Blvd, Suite 275, Naperville, IL 60563 USA. Tel: 1.630.355.6292Email: info@royalcyber.com Website: www.royalcyber.com

revenue and customer satisfaction. IBM Tealeaf Customer Experience introduced to the IBM suite of Tealeaf customer experience management solutions. As a multi-tenant SaaS solution, IBM Tealeaf CX lets you avoid the higher capital costs of an on-premises implementation while leveraging a next generation IBM Tealeaf user interface and features.