Visualise customer journeys, replay individual sessions and get the behavioural insights you need to deliver an exceptional customer experience.

What it can do for your business

IBM 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 optimise every journey and gives you the insights you need to resolve issues, boost conversions and maximise lifetime customer value.

Get In Contact for a Demonstration of Watson Customer Experience Analytics

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Gaining a complete understanding of the customer experience

  • Visualise the customer journey

    Visualise 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.

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  • 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.

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  • 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.

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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.

Flexible reporting

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

Eventing and Alerting

Provides struggle detection and behaviour 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.

Related Services SCL Can Offer

  • Web Analytics Consultancy

    Purchase retained hours to help your internal teams leverage the potential in Watson Customer Experience Analytics

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  • Training

    SCL can deliver tailored training workshops to teams small or large to help you leverage the data you have in your IBM platforms.

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