My Customer Experience(s)

I have just returned from nearly 4 weeks on the road, briefing the press, talking to industry analysts and thought leaders and visiting with customers at events, in both the US and UK. The weather has been cloudy, rainy and cold in the US and it was sunny and warm in the UK. Seriously.

Every time I travel (which is quite frequently) I seem to experience some type of issue. I do all my travel arrangements online, and I am either the poster child for bad website experiences (which is possible) or I am simply indicative of the typical challenges every customer experiences, whether an inability to change a seat assignment for a flight, or not receiving a confirmation code when booking a hotel, or an inability to check out my shopping cart when trying to buy a new briefcase. These all happened to me in the last month.

In April, we debuted our new products to our Executive Advisory Council - industry-leading executives from major ecommerce companies (and Tealeaf customers), including Expedia, US Airways, Vegas.com, Wells Fargo, Best Buy and Quicken Loans (and about 10 others).

On May 15 I was privileged to join my colleague John Dawes at a special event in the UK for our rapidly growing user base there, and to present our new product, Tealeaf cxResults and the latest version of Tealeaf CX . The feedback was remarkable. Yesterday we again presented (along with Robert Wenig, our Founder & CTO and Ran Van Riper, our Vice President of Professional Services) to a group of current and future customers at a similar event in New York City.

We were joined in New York by Megan Burns of Forrester Research, who talked about the growing importance of Customer Experience Management to businesses, and the massive business impacts of inaction, which she also covered in a recent report.

The feedback we are receiving about our new products has been remarkable, from existing customers, analysts and the media and from partners, who have been lining up to integrate with or build and provide services around our offerings.

To me, this is because online customer experience has become mainstream, and is so critical, because the online channel itself is so critical. The consistent feedback we get is that at the end-of-the-day online customer experience is really Business 101 - it is all about the customer.

Geoff Galat

Vice President, Marketing & Product Strategy