Customer Experience

20 Years In: The State of the CX Profession

A key theme of the Forrester CXNYC event was how customer experience can and should drive growth for the business. Yet the headline from Forrester’s 2018 CX Index stated the industry appears to be plateauing. Consumers said that brand experiences are overwhelmingly mediocre—62%—and the number of consumers who think experiences are above-average continues dropping each […]

Continue reading

Boom or Bust? Watson Helps Fantasy Football Owners Make Better Decisions

We’ll be exploring this new technology in more detail at Think 2018. Join us. Whether you’re a member of the Patriots Nation or an ardent Bills Backer, or even if those references have no significance, you can’t make it through a football season without hearing about fantasy football. It gives fans a personal connection to the game, […]

Continue reading

Keep Your Brand Relevant in a Voice-First World

With recent advances in AI, including natural language processing (NLP), voice will be the next big paradigm in how we interact with digital devices. With the big tech companies racing to establish dominance of their respective voice platform, it’s only a matter of time until spoken dialogue will become the standard for digital interfaces. Whether […]

Continue reading

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 […]

Continue reading

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. […]

Continue reading

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 […]

Continue reading

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, […]

Continue reading

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 […]

Continue reading

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 […]

Continue reading

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, […]

Continue reading

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 […]

Continue reading

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 […]

Continue reading