Tealeaf Introduces Customer Behaviour Analysis Product Enabling Businesses to Deliver Better Online Results
 
Leading Online Customer Experience Management Provider Delivers New Product cxResults™, Updated Versions of Tealeaf CX™ and cxConnect™ to Power Next-Generation Website Optimisation

London – 6th May 2008 – Tealeaf®, the leader in online Customer Experience Management (CEM), today announced Tealeaf cxResults™, a first-of-its-kind product that changes the way organisations are able to analyse the business impact of the customer experience, and also announced updates to its core Tealeaf CX datastore as well as a new version of Tealeaf cxConnect featuring integrations with many third party tools. The company also published experience-based website optimisation best practices and announced the launch of the viaTealeaf™ Partner Network. Combined, these technology innovations, partnering and integration efforts aim to help companies deliver on the full promise of ebusiness.

Companies are increasingly recognising that the online customer experience is impacting their business results. By improving this experience companies are able to maximise customer satisfaction, effectively support and service customers through the cost-effective web channel, and grow overall revenue.

Tealeaf Technology Innovations
Tealeaf is introducing Tealeaf cxResults, a new product that extends Tealeaf’s Customer Behaviour Analysis Suite. Additionally, Tealeaf is introducing key new features in its Tealeaf CX datastore, as well as new packaged versions of Tealeaf cxConnect™.

- Tealeaf cxResults is a new product for advanced customer behaviour analysis. The product enables business decision makers to:
o Understand complete customer behaviour patterns across multiple online visits.
o Discover patterns of behaviour indicating any unusual experiences.
o Provide sophisticated analytics to refine and answer questions about website experiences and associated business impacts.

The new visitor data model of cxResults includes enhanced search capabilities. These capabilities allow for the creation of ad-hoc segments for detailed analysis by individual visit or across multiple visits. Segments can couple behavioural searches with full text searches to uncover anticipated and unanticipated behaviour. For example:

o Sequence of events: Show all visitors who saw the error message, “We’re sorry” but still purchased something later in the same visit or in a follow-on visit.
o The absence of events: Show all visitors who searched for something but who never added an item to their shopping cart. 
o The number of occurrences: Show all visitors who tried to register three times but still were never able to sign in.

“The Web’s cost-effective, ‘always open’ business model is increasingly ‘the’ channel for many businesses to service and support their customers, partners and employees. However, given the complexity of modern web applications it is impossible to anticipate the behaviour and experience of every online visitor and any associated business impact,” said John Dawes, Vice President of Product Management, Tealeaf. “Tealeaf’s Customer Behaviour Analysis suite is the first solution to uncover and analyse unanticipated customer behaviour and experience enabling decisions based on actual business impact.”

- Tealeaf cxConnect, has been updated with modules that offer packaged integrations with site optimisation solutions including web analytics, voice of customer, multivariate testing and data analysis. These integrations are the technology backbone of Tealeaf’s new viaTealeaf Partner Network.

- Tealeaf CX now supports global organisations with multilingual sites and provides a unified central management system:
o Internationalisation: To support global organisations, Tealeaf CX offers complete support for capturing customer experience data from sites using multi-byte character sets while localised user interfaces enable use of Tealeaf globally.
o Centralised Management:  As the web becomes the primary vehicle for doing business and demands on sites increase, CX includes centralised management tools for configuration rollback, audit and security, and disaster recovery.

Commentary

“The ability to fully investigate customer behaviour patterns is extremely valuable to US Airways. When it comes to travel, customers rarely complete a booking in one sitting and it can be difficult to understand the impact of an obstacle encountered on one visit to the overall buying experience,” said Joe Beery, Senior Vice President and CIO for US Airways. “Now, we can evaluate our customers’ experience as a whole, spanning their visits, quantify any issues and the resulting impacts, and optimise our sites to match their needs and meet our business objectives.”

“More than 80% of customer-experience decision-makers surveyed recently said improving the usability, usefulness and enjoyability of the online experience is significantly more important this year. However, in the same survey few respondents – only 12% – said their organisations take a disciplined approach to customer experience. This percentage will grow as firms get better at measuring customer experience and using data – not opinion – to decide which experiences work best,” wrote Megan Burns, senior analyst at Forrester Research, Inc. in the February 2008 report Customer Experience Spending Intensifies.

 Market Drivers
- Online issues continue to be pervasive: For the third consecutive year, the results of a survey conducted by Harris Interactive® revealed that nearly nine out of 10 consumers conducting transactions online have experienced problems. These issues incur additional costs and often result in lost business:
o According to the survey, 42% of those who experienced problems switched to a competitor or abandoned the transaction entirely.
o Another 53% of those who experienced problems will contact customer service, but nearly half (49%) will not have resolution. Of these unhappy customers, 52% subsequently stopped doing business with the company entirely as a result.
- Companies are taking notice and prioritising customer experience:
o “Obstacles to Customer Experience Success,” Forrester Research, Inc., February 7, 2008, found that almost all (91%) of executives say customer experience will be either very important or critical to their 2008 efforts.
o Another Forrester report, “Customer Experience Spending Intensifies in 2008,” February 26, 2008, also stated that results indicate customer experience budgets will show strong growth in 2008. And that as a result of their investments, firms will get more disciplined in their approach and put customer experience on the executive radar screen.

Availability
Tealeaf cxResults is commercially available immediately, as part of the Tealeaf Customer Behaviour Analysis Suite. The new versions of Tealeaf cxConnect and Tealeaf CX are also generally available. For more information click here.

Additional details on the viaTealeaf Partner Program are available at: http://www.tealeaf.com/partners/default.asp