IBM
Case Studies
Leading online provider of hotel accommodations Optimizes customer experience with IBM Tealeaf CEM and OpinionLab VoC
Overview
Leading online provider of hotel accommodations Optimizes customer experience with IBM Tealeaf CEM and OpinionLab VoCIBM |
Analytics & Modeling - Real Time Analytics Application Infrastructure & Middleware - Data Exchange & Integration | |
Sales & Marketing | |
Data Science Services | |
Operational Impact
Improved the business value of customer feedback by providing visibility into customer experience. | |
Resolved major issues stemming from minor site upgrades, thereby improving customer conversion and retention. | |
With nearly 50 percent of all customers using the new booking option, the feature implementation was a major success. | |
Quantitative Benefit
Nearly 50 percent of all customers using the new booking option. | |
Conversion rates and customer satisfaction improved after the problem was identified and fixed. | |