customer experience analytics

Building an Actionable Approach to Customer Experience Analytics

As a digital marketer, you amass a multitude of data to help create visibility into your customers and better understand their wants, needs and motivations. In today’s competitive world, it isn’t enough to simply know your customers – you must convert your customer data into meaningful and actionable insights that you can use to deliver […]

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How to Save Your App from the Kill

Your mobile app is one of the most important channels you have into your customer’s world. The average U.S. consumer spends five hours per day on mobile devices,[1] and wants the convenience of interacting with your brand via phone or tablet. Brands of all types roll out new apps daily. For example: Banks create apps […]

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Does IBM Watson Commerce Deliver on the Cognitive Promise? An IDC Retail Insights Perspective

When we look back at it in three years, IBM World of Watson 2016 (#IBMWOW) will stand out as an inflection point in the emergence of the cognitive era. 17,000 people attended. Committed cognitive buyers outnumbered curious cognitive explorers by a wide margin. The event built awareness and well-earned interest. Eighteen months earlier, the inaugural […]

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Introducing IBM Customer Experience Analytics

Yesterday, I had the honor of hosting the Customer Analytics keynote address at IBM Amplify 2016, where the theme is “Outthink Ordinary.” We covered a number of groundbreaking developments IBM has made in the last year and unveiled our latest innovation, Customer Experience Analytics. This solution will enable you to understand customer behavior and optimize […]

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Uncovering the Optimal Path to Purchase Through Predictive and Cognitive 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. The rise of big data and analytics is enabling organizations to gain a much deeper understanding of the customer journey. We can ask questions that are critical […]

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Take the First Step toward Customer Journey Analytics

“A journey of a thousand miles begins with a single step.” – Lao-Tzu I hope you don’t think you’ve stumbled on a new “Daily Affirmations” page. Though it may seem a bit corny to use the Lao-Tzu quote when I’m talking about the customer journey, I do think it’s relevant. So, in advance of IBM’s […]

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The Influencer Impact on Instagram

I think we can all admit to spending endless amounts of time scrolling away during the workday – err, I mean on the weekends – following celebrities, friends, family, etc., on various social outlets. Social media, specifically Instagram, offers a highly refined search engine for whatever topic you may be interested in at that moment.  […]

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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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How Are You Measuring Your Digital Customer Experience?

Having spent a lot of time in an airport as of late, I had the opportunity to dive into IBM’s newly released CMO study. I found one statistic extremely surprising: 63% of CMOs are prioritizing investment around delivering deeper, more relevant customer experiences this year. Ok, so maybe this wasn’t a surprise to me and […]

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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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