Customer Experience

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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IBM iX’s Red Hot Week

As I expect you’ve seen by now, IBM Interactive Experience (iX) grew its family considerably over the last week with the planned acquisitions of three separate digital agencies:  Resource/Ammirati, Aperto and exc.io.   All I can say is WOW — what a great week it’s been for us!  We have been building our iX skills and […]

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Harnessing data to deliver tailored customer experiences

In a commodity based market, enterprises are searching for ways to differentiate themselves from their competition. One of the opportunities lies in offering customers an excellent customer experience across all your channels. But once all enterprises in a certain market start to offer excellent customer experiences you need to start searching for a new way […]

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Why does experience matter? #CustExpChat recap

All the insights from our ‘Experience Matters’ Crowdchat [View the story “Why does experience matter? #CustExpChat recap” on Storify]

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Putting Customer Experience First with IBM Design Thinking

In a crowded competitive landscape what really sets your products and services apart from the other brands?   Customer experience.  Experience is the emerging tactical and strategic imperative that offers brands sustained growth and differentiation. Though brands can find it hard to really understand what experience their customers want, in fact we could even go as […]

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Cognitive Copywriting?

Whether you’re a marketing veteran or a fresh graduate straight out of university one thing you will undoubtedly be tasked with is writing great copy / content.  Its a task all of us need to be skilled in, but if I was to ask for a show of hands now of how many marketers thought of […]

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Take the lead in the SEO game

Investing time and effort into Search Engine Optimisation(SEO) should be high on the lists of priorities for any brand.  It’s not just something for dedicated SEOs or the IT team, nearly every line of business has a role to play from Marketing copy writers to Product owners. The good news is that SEO is not complicated […]

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The Beauty of UX Design

This video published this week (July 15, 2015) by IBM Accessibility shows the beauty of User Experience Design, where aesthetic blends together with usability and functionality.  

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The importance of starting with “Why?”

Note: This is a re-post from the former IBM Interactive blog. By Julie Schwartz, Jon Wiita, and Adam Shatzkamer The iX Customer Experience Strategy Team was recently enlisted by a US insurer to help advance its omnichannel experience strategy for the retail channel. The client has been the global leader in providing insurance and protection […]

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Digital convergence: are you ready for mobile?

Note: This is a re-post from the former IBM Interactive blog. By Adam Shatzkamer, Jon Wiita, and Julie Schwartz In 2010, Kleiner Perkins’ Mary Meeker wrote a prescient report (http://gigaom.com/2010/04/12/mary-meeker-mobile-internet-will-soon-overtake-fixed-internet/) predicting that mobile internet usage would surpass desktop usage by 2015, resulting in the below infographic. Explore more infographics like this one on the web’s […]

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Even More Truth about Customer Experience

Note: This is a re-post from the former IBM Interactive blog. By Anthony Butler and Adam Shatzkamer The Harvard Business Review recently published an article titled ‘The Truth about Customer Experience’ (HBR, September 2013) by Alex Rawson, Ewan, Duncan and Conor Jones, Partners with the global consulting firm, McKinsey & Company. As customer experience professionals, […]

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Genuine focus on customer experience

Who doesn’t want to be treated well when he or she is paying for a product or service? “Customer experience leaders must create experiences that meet or exceed customer expectations to drive profits.” as mentioned by Forrester in it’s 2015 report. It’s all about expectations; how do you position yourself and how do people look […]

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