I am involved in digital/web analytics using IBM Tealeaf - A Customer Experience Management (CEM) tool. The tool provides insights of the customer's experience of the website and mobile app.Based on the analysis, trends are determined to uncover the potential issues at the transactional level and generate reports. Issues identified are reported to production support team as production issues.Usability issues reported by users are analyzed and recommendations are made accordingly to improve the customer experience.I prepare transactional level deep dive analysis reports for IT, Business Teams and stakeholders to narrow down the areas of focus for better customer experience.I implemented the Customer experience improvement framework to track and maintain the issues and metric to rate the customer satisfaction level. I helped to bring up the Net Promoter Score (NPS) from -28 to +42 on the scale of -100 to 100 which in turn improved the customer retention rate and improved the Business profitability.