The session, “Transforming Engagements on the Digital Channels for Exceptional Customer Experiences at Wyndham Worldwide,” looked at how Wyndham leveraged IBM Customer Experience Analytics to optimize its Web and mobile experiences to strengthen customer engagement. The segment highlighted analytics’ growing role in helping marketers match strides with mobile-savvy consumers to assess the impact of customer engagement efforts. “OpinionLab tells us where the issues are through the member comments,” said Summer Shelton, associate manager for analytics and insights with Wyndham Worldwide. “Tealeaf shows us what the issues are. “What the member reports is very different when you watch the session,” she said. “Some things we’ve been able to improve are log-ins. Members tell us they have a really hard time logging in to our site and into our app,” she said. Get the full story at Mobile Commerce Daily