Customer engagement enhanced with Watson

Consumer expectations soar: What does it mean for retailers?

Across many industries, discussions about artificial intelligence, machine learning and other emerging technologies are happening. In retail, IBM is harnessing the cognitive power of Watson to help retail executives make better, faster decisions.

Our IBM solutions are helping us uncover valuable insights from a goldmine of loyalty card data.

—Martin Squires, Head of Customer Insight, Boots UK

Are you keeping up with your customers’ expectations? In this weekly blog post, retail veteran John Stelzer dissects key findings from the Consumer Expectation study results.

Read about findings from the 2016 IBM Consumer Expectations Study

Watson Marketing for retail

Cognitive marketing systems from IBM help marketers make better decisions by identifying opportunities to create personalized customer experiences. Previously, campaigns launched days or weeks ahead based solely on static data. But your buyers' behavior didn't always align with the offer's timing. The solution is gaining the power to create real-time experiences that are based on your customers' current situation.

Our IBM commerce solutions have helped us to transform our digital presence into an interactive, inspirational showroom.

—Jo Kenrick, Director of Marketing, Homebase


FreshDirect communicates with customers in a more personalized, relevant manner.

—Dave Gerridge, Senior Director of Marketing Operations, FreshDirect


Russell Scherwin

Business Unit Executive, Watson Customer Engagement, Distribution Market

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David Ricketts

North America Watson Customer Engagement Sales Leader, Distribution Market

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Joe Aleardi

Director, North America Watson Customer Engagement, Distribution Market

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Watson Commerce for retail

When you know your customers better, you can offer a more personalized experience. And to make sure your knowledge keeps pace with the market, IBM is infusing cognitive capabilities into many offerings for retail. Watson brings time-saving knowledge and understanding to help you perform tasks faster and more accurately in your quest for revenue growth through personalization.

Thanks to our IBM solutions from Solteq we’re ideally placed to shape new services to delight our customers.

—Tommi Tervanen, CEO, Kotipizza


With IBM commerce solutions at the heart of our e-commerce strategy, we can deliver personalized, seamless retail experiences to our customers on any digital channel.

—Kevin Lyons, Senior Vice President/General Manager of E-commerce, hhgregg


Russell Scherwin

Business Unit Executive, Watson Customer Engagement, Distribution Market

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David Ricketts

North America Watson Customer Engagement Sales Leader, Distribution Market

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Joe Aleardi

Director, North America Watson Customer Engagement, Distribution Market

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Watson Supply Chain for retail

Many retailers have focused on the consumer's sales journey. But what about the back end? Leveraging the power of Watson, IBM supply chain multichannel fulfillment solutions can provide real-time inventory visibility and availability so customers can buy, pick up and return however they prefer. Cognitive power is helping retailers meet operational challenges and build customer satisfaction.

With new insight into how and why returns happen, our clients can increase revenue by focusing on high-value customers ...

—Vicky Brock, CEO, Clear Returns


El Corte Ingles expects to achieve a higher level of customer service, reduced delivery times of orders … and better coordination of all actors in the supply chain.

—El Corte Ingles


Tom Batthany

Business Unit Executive, North America Watson Customer Engagement, Distribution Market Supply Chain

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Joe Aleardi

Director, North America Watson Customer Engagement, Distribution Market

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Patrick O'Malley

North America, Watson Customer Engagement, Supply Chain Sales Leader

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