August 29, 2018 | Written by: Brian Chaput
Categorized: Digital Experience
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Ever wish you could go back to a simpler time? People who had businesses back before the internet were interested in providing a great customer experience, but it was all pretty straightforward. The customer had only a few touch points with the business — face to face, phone or mail – and the successful businesses put their best foot forward to create a great impression.
The cost to create omnichannel digital experiences
Now, it’s tricky. If you do business online, you need to worry about the full range of your visitors’ digital customer experiences — every digital touch point, including all web and mobile interactions, but also kiosks, IoT devices, wearables as well as the many other points of communication still in development.
And tricky can also mean costly. With so many channels it becomes harder and harder to create memorable impressions on each one and to make the experience for your customer consistent across all. Supporting personalized content on so many channels can often sap internal resources. And if you don’t get it right everywhere, users may find themselves looking elsewhere.
What if you could create, manage and deliver engaging and personalized omnichannel experiences with a single digital experience platform? And what if that digital experience platform could not only integrate your efforts to provide customer-centric experiences, but also set your organization on the road to greater productivity? Well, we have some facts to help illustrate the potential upside!
The research results from IDC
The International Data Corporation (IDC), a premier global provider of market intelligence, advisory services, and events for the information technology, telecommunications and consumer technology markets, interviewed organizations that use the IBM Digital Experience platform to create and manage their digital experiences. “Study participants told IDC that they have realized significant business benefits from their use of IBM DX, especially in increased revenue and employee productivity. The ability to deliver more engaging, relevant content, tailored to personas and channels, has been key to their success.”
“We are able to deliver a more personalized experience with IBM DX…This means better customer service, and everyone is happier. And that means as much as 10% more revenue.”
IBM customers say that IBM Digital Experience solutions help them:
- Generate more revenue, by providing customers and partners personalized real-time information about products, services, and prices
- Enable faster and easier development of public-facing websites, intranets/portals, extranets, and other engaging content experiences
- Drive higher employee productivity for those who create, deliver, and use digital experiences in marketing, creative services, application development, IT operations, sales, customer support, and other areas
Consider some of the benefits that users have reported using the IBM Digital Experience platform:
- 661% five-year ROI
- 33% improvement in customer satisfaction
- $41.7 million in new revenue
And if you’re concerned about upfront costs, consider this statistic: IBM Digital Experience customers reported that it took them only 16 months, on average, after investing in the platform to break even.
So it may not be the 90’s anymore, but with the right tools it can still be simple –- and cost-effective — for your organization to provide great customer experiences.
Read the report