customer experience

Organizations are reinventing their businesses with AI

A gap is emerging between companies that have embraced artificial intelligence (AI) and those that have not. Early adopters are using AI to rethink and reinvent their enterprises, positioning themselves to discover innovations that were once unimaginable. Those that haven’t yet leveraged AI are missing out on insights and opportunities that could help transform their […]

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Consumers still want cars but seek other mobility options

Will consumers want to own cars in 10 years? Are alternative ownership models the future of mobility? What technologies do people want in cars? These are just some of the questions the IBM Institute for Business Value set out to answer in our auto consumer study, A new relationship – people and cars. We surveyed […]

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Alternative payment options threaten to unsettle the business world

As alternative payment options such as PayPal and Google Wallet gain popularity, they also are climbing the list of the C-suite’s top concerns. The IBM Institute for Business Value (IBV) has tracked global industry trends through its ongoing series of C-suite studies since 2003. Our latest research, which we will publish in 2018, shows that […]

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Loneliness in the aging population affects society and the economy

Loneliness often isn’t recognized as an important health, societal and economic challenge. That must change. Research has shown that it can lead to health complications such as heart disease and dementia. But it can have equally serious social and economic consequences. And the aging population is especially at risk. Loneliness in the aging population will […]

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Digital era brings new wave of customer experience lessons

Today’s customers can be disappointed after just one click, making customer experience more complex — and more important — than ever. Changes that come from digital customer experience impact not only customers, but also companies’ strategies, processes, operations and employees. The IBM Institute for Business Value surveyed 1,400 companies and 6,600 consumers to better understand […]

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Is your digital customer experience nirvana or a nightmare?

In this age of digital disruption, the move to digital customer experience seems inevitable. Companies across industries are aggressively implementing a variety of digital technologies — from mobile apps to virtual reality — to enhance their customer experience. But how much digital do customers really want? The IBM Institute for Business Value took a step […]

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Every industry can learn from retail’s pursuit of optimal customer experience

Retail and consumer products brands have much work to do to satisfy customers’ continually evolving expectations. On a 0 – 100 scale, brands scored an average of 33 in the 2017 Customer Experience Index Study from the IBM Institute for Business Value. Only 3 percent of brands were classed as “Leading Edge,” which means they […]

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IBM’s Presence at Microsoft Ignite: Activities Snapshot

We’re excited to join attendees in Atlanta, Georgia for the upcoming Microsoft Ignite 2016 event, September 26-30. As a Platinum Sponsor, we’ve lined up many activities designed to spark discussion about transforming your customer experience. Join me and other IBM and thought leaders at the event. Find out how IBM’s end-to-end solutions for Microsoft investments […]

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