The Rising Costs of Fulfillment: A Hidden Cost of the Omnichannel Model

A customer in need of an outfit for an event orders shoes, jewelry and a dress from her favorite brand, and it arrives via courier the next day. A company that wants branded giveaways for a trade show receives a carton of custom gifts in under a week from order to print to delivery. A […]

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You’re Talking, We’re Listening: Bringing You More Regional User Groups

2018 Regional User Groups have been announced! Read more here. We’re doing a lot more listening to better understand what you like – and don’t like – about IBM Watson Customer Engagement solutions. At the top of your list: you want us to communicate and engage with you more, starting with more local user groups. […]

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3 Ways to Bridge the Gap Between On and Offline Behaviors

Have you heard about omnichannel marketing strategies? Probably. Everyone’s talking about them – and for good reason. According to Invesp, “companies with omnichannel customer engagement strategies retain on average 89% of their customers.” Let’s refresh: Online behaviors are email sends/opens, website visits, online purchases and social media interactions. Offline behaviors include speaking with support on […]

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How to Talk to People, Not Segments: The Evolution of Real-Time Personalization

If I had $1 for every time I heard a marketer say “there has never been a more exciting or challenging time to be a marketer” I would be a rich man. This week marks my one year anniversary of working for IBM within the customer engagement team, and I have lost count of the […]

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3 Tips for Higher Education Email Marketing

For many businesses and industries, email has become the go-to communication form, but perhaps none more than higher education. For colleges and universities, email marketing can deliver wonderful results for a fraction of the cost of traditional marketing and broadcast methods. It’s often used for everything from recruiting potential students to sharing university updates or […]

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Gain Self-Sufficiency – Make Your Own Data-Driven Customer Decisions

The world is swimming in data – about 2.5 quintillion bytes of it are created every day and roughly 90% of all the data in existence has been created in just the past few years.1 From smartphones and appliances, social media posts, digital pictures, videos and CCTV cameras, to GPS signals, industrial sensors, climate information […]

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Bots and AI: The Cutting Edge of Customer Care (Part 1)

“People want to feel heard and seen – and today’s customer service very frequently does the exact opposite of that” – Dr. Justine Cassell, Carnegie Mellon University LivePerson and Carnegie Mellon University (CMU) recently hosted over 100 customer care executives from globally leading brands for the Bots and AI conference in Pittsburgh. I had the […]

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The Art of Emotional Honesty in Email Marketing

People are emotional. The best email marketing is, too. We like to think we’re logical creatures, but at the end of the day we respond with our hearts and instincts. On some level, we all make our purchasing decisions emotionally. That’s why we as marketers often say we tell stories – and why the best […]

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The Future Is Now: Building a Cognitive Supply Chain at ProcureCon IT

The capabilities in emerging cognitive solutions are fundamentally changing the procurement space. There is increasing pressure for procurement leaders to not just improve procurement performance, but also drive overall enterprise success. In other words, while cost savings is highly important, the real value is in procurement-led innovation. Top-performing CPOs are looking for technology to assist […]

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AI, Content, and Mobile: 3 Learnings for Personalisation from Drapers Digital Festival

Mobile’s fit in the customer journey is transforming. At the recent Drapers Digital Festival, I took part in a lively panel discussion featuring experts from a variety of retailers, including Jack Wills, Zalando, and Joseph, where we discussed the pursuit of the coveted personalisation goal, and explored the potential of artificial intelligence (AI) to enhance […]

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Experience the Gartner Supply Chain Executive Conference in Person or Online!

Research shows that as much as 65% of the value of a company’s products or services is derived from its suppliers and the supply chain.[i] From product quality to pricing and availability, your brand’s overall customer experience is largely impacted by how your supply chain functions. Unforeseen disruptions can impact the customer experience, brand affinity, […]

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Chicago Hosts: B2B Online Conference

The B2B Online Conference kicks off Monday, May 8th, at the Renaissance Chicago Downtown Hotel in the beautiful Windy City. In my opinion, this is the top B2B event of the year for eCommerce and digital professionals. This conference was so successful last year that it has nearly doubled in size in 2017. Get ready […]

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