Customer Experience

The Future of Customized Experiences

When always-on and customer experience collide, there isn’t room for error. Personalization, proactive customer service, value and experience related to price, chatbots, speed, convenience — in this conversation we’ll explore the post-modern world of customer service experience, which brands are doing it right, and why. Speakers: – Robert Schwartz, Global Leader, Agency Services, IBM iX […]

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Igniting the bonfire of digital reinvention: Start the fire before there’s nothing left to burn

Recently, I was at a campground at night. The smell of campfires was unmistakable, and my eyes picked out the many flickering points of light in contrast to the pitch-black night. The individual blazes gave warmth and light to each separate group of campers — comforting, but going no further than their respective fire pits. […]

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4 steps to start the digital reinvention journey for your telecom organization

The telecommunications industry is in the throes of a digital shake-up as digital invaders upset the status quo. These digital disrupters are players of scale, effectively competing with telecom organizations by benefiting from what internet-based ecosystems and “as-a-service” technologies create. To stay relevant in this evolving landscape, telecom organizations must evolve along two trajectories: serving […]

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Is talent management evolution part of your customer experience strategy?

Brands across industries have spent the past decade reinventing the customer experience (CX) for the digital age. They’re using mobile apps to drive brick-and-mortar sales and leveraging in-store behavior to drive online purchases. They’re tapping into location data and experimenting with virtual reality. They’re integrating data from various channels to push targeted, personalized messaging. However, […]

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Serve your customers by serving your employees

These days, customers expect an engaging, personal experience across all of their interactions with you. And if you don’t measure up, it’s simple for them to take their business to a competitor. This environment puts incredible pressure on companies to improve how customers engage with their brands, but it can sometimes leave employees in the […]

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Beyond Game, Set & Match: How mobile can help transcend digital-only engagement

It’s that time of year again. Finals are approaching, the rain is dwindling and 13 days of unforgettable tennis is drawing to conclusion at The Championships, Wimbledon. The perfectly cut grass and all that comes with it at The Championships represents an event of British character in its truest sense. Guests far and wide have visited SW19 in […]

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Thinking big about mobile and cognitive: Reimagining customer experience

In some ways, digital, mobile and cognitive are becoming substitutes for another word… modern. The modern consumer mindset has been dramatically shaped by the power and pace of mobile. We expect to get anything we’re looking for easily, immediately, and in relevant personal context. A tall order for most companies! Facing this level of expectation, […]

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Cognitive computing helps us reimagine customer experiences like never before

Interested to learn all about reimagining customer experiences? Look no further! Since our creation in 1911, IBM has declared three eras of computing: The tabulating systems era started in the early 19th century, with electromechanical machines designed to assist with summarizing information. The programmable systems era took over in the 1940’s, with mechanical devices that […]

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Disrupting Disruption

It seems to me that nearly every blog, LinkedIn Pulse article or business journal that I read has stark warnings about how disruptive innovations will overtake whole industries and that established businesses have much to fear for the future because of disruption. Just this morning I read a great article about the growth of Uber and there […]

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IBM iX welcomes ecx.io!

Today I am excited to announce that IBM has closed on the acquisition of ecx.io – a leading, European, full service digital agency headquartered in Dusseldorf, Germany – to join our IBM iX family. Driven by consumer expectations for engaging experiences and seamless commerce, the demand for digital commerce and customer platform solutions is on […]

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Something stirring in the world of fashion

As you may have read, Burberry has caused a stir in the industry by announcing that it will make catwalk styles available immediately.  Is this the death of the traditional season?  What does this mean for the supply chain in fashion businesses? To try and answer these questions I am joined by my colleague Joe […]

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How to create standout customer experiences that propel you ahead to market leadership

Two big business and technology conferences begin today, attracting technology enthusiasts and business executives from across the world – Mobile World Congress in Barcelona, Spain and IBM Interconnect in Las Vegas. If you are at one of these events, key trends such as mobile strategy, differentiating experiences by design and the Internet of Things are […]

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