Tealeaf CxMobile - replaying real time customer experience

Abstract

With the rapid evolvement of mobile and cloud technology, improving and optimizing business mobile apps' customer experience has unprecedented importance. Mobile developers are expecting a tool that can help them know how customers are interacting with their apps, and how their apps react to the customers' behaviors. If there is any imperfection of the mobile app interface design or bugs being thrown out, they would want to know that as early as possible. This helps a lot to accelerate conversation rate and avoid business losses. There are numerous raw data analytics tools on the market to help those online businesses make improvements, but no tool can tell these businesses why and how their mobile customers are struggling. This paper introduces IBM Tealeaf CxMobile [1], which provides extensive analytics functions and expansive visibilities into the mobile customer experience of native mobile applications. IBM Tealeaf CxMobile is using the Modularization SDK methodology [2], which is essentially encapsulating core function modules into SDKs and centralize the backend reporting. With its unique Native Mobile Replay technology, IBM Tealeaf CxMobile can replay a user's journey through a native iOS or Android app in the way of “what you see is what you get” rather than mere data analysis. This paper will explain the principles of Tealeaf Native Replay and how it works on iOS and Android platforms. We also will give an example of integrating the Geo-Location logging functions into IBM Tealeaf CxMobile.