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Where does Discover fit inside your organization?

Does Discover work with other existing tools, and who needs it?

Learn which roles and tools are a good fit for using with HCL Discover

With Discover you are empowered to align customer experience analytics with campaign-based, voice of customer, digital performance and deep AI insights into one platform. With so many teams focused on design and delivery, Discover can now serve as the place to see and prioritize the impact to the customer. Streamline issue and opportunity identification together to drive resolution and higher return on resource investment.

Get Cross-Functional Alignment

As you setup your Discover environment, talk to peer teams and map out what's missing from their data solutions. Can they tell the customer story? Consider engaging the following functional groups to better understand their initiatives and gaps:

  • Product
  • Design
  • UX
  • Experimentation / Optimization
  • Customer Support Representative (CSR)
  • Voice of Customer (VoC)
  • Problem Management
  • IT Operations
  • Site Reliability Engineering (SRE)
  • Problem Management
  • Find & Fix
  • Analytics
  • Performance
  • Landing Page Optimization
  • eCommerce

3rd Party Tool & Data Alignment

Consider other tools used with your organization with contribute to the Customer Data Platform (CDP) or your Digital Data & AI strategy. Use this list of cross-functional teams as a starting point to discover where data can be augmented either with Discover capture, or from a direct integration.

Define where HCL Discover fits in your data strategy

Once the stakeholders have been engaged and 3rd party tools identified, we recommend these next steps:

  1. Understand what data gaps you have and what Discover captures. Review using Discover.
  2. Familiarize yourself with the Events, Errors and metrics defined in your Discover environment.
  3. Coordinate a meeting across all groups to align and define the scope of deployment, use-case objectives, funnels and required metrics to prove success for each group to the desired customer outcome.
  4. With the defined scope, objectives and outcomes, construct and refine (remove overlaps) a complete list of additional capture needed to achieve these cross-organizational goals.
  5. Once you have a refined capture list, review and further define categories for each additional metric. Take this opportunity to include existing Events & Errors in Discover for standardization. Some common examples include:
    • Page / View / Hit
    • Click / Link / Button
    • Data / Metric / Value
    • and Success / Fail / Execution / Action
  6. Lastly, consider where and how often you need capture to occur for each additional metric. For example, you only need to capture a user’s authenticated state once per session or if it changes.