customer analytics

Improving the Omni-Channel Experience with Analytics

This post is part of The Future Project 2025 series. Follow along as IBM thought leaders and futurists envision the impact of big data and analytics on commerce. Customer analytics have revolutionized the way companies do business and the way they interact with their audiences. More data is available than ever and it is more […]

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Podcast: How Nationwide Insurance Uses IBM Tealeaf to Detect Fraud

James Besaw, Tealeaf Engineer with Nationwide Insurance, and Tony Stankoski, Customer Analytics Technical Sales Professional with IBM, talk about what they will cover during their Amplify 2016 session “Fighting Fraud with Tealeaf at Nationwide Insurance,” on May 18. Your browser does not support the audio element. Download the podcast

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Cognitive Computing, the Masters, and Retail. What’s the Relationship?

I admit it: I’ve whiled away many a beautiful early April New England weekend watching the Masters. Some moments never fade from memory, like Jack’s come-from-behind 1986 victory with son Jackie carrying the bag, Tiger’s slow-motion chip-in on 16 from behind the green on a Sunday afternoon, and Faldo’s win over a collapsing Norman. The […]

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Make Customer Experience Your True North

What do red plaid, 80s hair bands, and gravy-covered french fries have in common? If you live in Canada, the answer is obvious, it’s the rapidly growing phenomenon that is the franchise of Smoke’s Poutinerie. With over 100 locations opened throughout Canada in 6 years and new locations in the US, there is no stopping […]

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Driving Improved Engagements with Customer Experience (CX) Analytics

Data is a natural resource like crude oil. You must refine it to make it useful. Data can be made even more useful with analytics that provide actionable insights. Though data is all around us, its power is in how we use it to drive business outcomes and deliver positive customer experiences. Deeply understanding your […]

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It’s Serendipity – IBM Journey Designer Is Here!

We marketing professionals have a monumental opportunity to design serendipity for our customers— those happy circumstances that conspire to give customers “You read my mind” moments. Think about it. You’ve had those experiences with innovative brands, right? I have too, and those brands quickly become a favorite, or a worthy contender. We’re announcing IBM Journey […]

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Do You Trust Your Insurance Company?

Insurance might not be the oldest profession, but the idea does go back to ancient times. Some say that the concept of sharing risk began 5000 years ago when Chinese merchants started mixing their cargoes together to distribute each merchant’s goods across multiple ships. Of course, the downside was, if a ship went down, it […]

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Reduce Fraud and Customer Disputes

Customers expect a great experience across all channels in your organization. Customer experience has become a key differentiator for many organizations. What happens when there is a customer dispute or when fraud occurs on your website? You need the tools necessary to determine if it is a legitimate customer challenge or fraudulent activity. When it […]

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Gain Insights from Customer Journey Analysis to Build Superior Experiences

When released later this year, IBM Journey Analytics will be the first solution allowing you to visualize and analyze the paths your customers take, over time and across channels. We unveiled Journey Analytics to great excitement at IBM Amplify 2015 and, as we move toward launch, I want to continue to share details about what […]

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Boost Your Results by Optimizing the Customer Journey

With the proliferation of smart phones and tablets, an experience with your company is just a tap away. Your customers can now access your brand at anytime from anywhere. This increased contact is a double-edged sword. It presents unprecedented opportunities to connect on a personal level with your customers and create a lasting, long-term dialog […]

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Insurance as a Service?

“Living at risk is jumping off a cliff and building your wings on the way down.” — Ray Bradbury Imagine a world where your insurance benefits and rates fluctuate on a daily or even hourly basis, based on your unique lifestyle. Sure, you have a baseline of auto and homeowner’s insurance that protects your “stuff.” […]

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Mo•men•tous

[moh-men-tuhs] adjective: of great or far-reaching importance or consequence: a momentous day Over the past few months, I have been blogging about moments that matter and their importance when it comes to meaningful customer engagement. And while truly momentous things don’t really happen that often, today is one of those days for me, for IBM, […]

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