customer experience

Customer demand for convenience is breaking the barriers between industries

Innovative technology is redefining what you need to do to appeal to today’s highly demanding consumers – from meeting their ever-higher expectations of convenience to developing deep emotional attachments. IBM Watson Commerce has developed a thought-provoking POV that outlines the recent, dramatic market changes and how they impact your ability to deliver a fulfilling customer […]

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The Seismic Shift of AI

Artificial intelligence (AI) is unleashing a new approach for customer experience strategy, design and development. We haven’t seen change on this scale since the ‘90s, when the internet transformed how we do business. But the timeline for evolution is far shorter than it was twenty years ago. Fifty percent of companies surveyed are already taking […]

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Adopt a Cross-Channel Mindset to Meet Increasing Customer Expectations

In 2018, marketers can be incredibly flexible and creative in designing captivating and targeted journeys for their customers – almost without limit. Why develop targeted or personalized journeys for your customers? For one, we all know that engagement and conversion will be materially higher than with generic experiences and communications. The question then becomes, on […]

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Retail innovation starts with understanding that yesterday’s retail experiences are dying and good riddance

Leading analysts agree that customer experience is a key battleground to differentiate and compete. After all, a “delightful” and frictionless customer experience yields increased satisfaction, loyalty, advocacy and customer lifetime value. But what is customer experience and how do retailers invest in new strategies and technologies to win? One of the biggest cross-industry and global […]

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Are you ready for 2025?

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. When we think about where we will be in 10 years, it’s hard to say. Some of the things we will be using haven’t even been invented […]

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Introducing the New IBM Digital Analytics: Modern Design, New Reporting Options, Unlimited Reports and More

From talking with many of you, we know IBM Digital Analytics has often played a key role in the daily tough decisions within your digital commerce business. Now that your customers are using multi-channel journeys at multiple touch-points to drive to a purchase, the focus on delivering great experiences has never been so important. The […]

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Meet the New Boss: Customers

The results from a recent study conducted by Econsultancy in association with IBM revealed 76% of consumers expect companies to understand their individual needs while 81% demand faster response times. Digital transformation is required to deliver on these customer experiences. Unfortunately, over 80% of companies lack the digital readiness, according to a recent report by […]

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The Future of Personalized Marketing

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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What Can Marketers Achieve with Real-Time Web Data at Their Fingertips?

Customer Experience based on Lifecycle and Customer Journey Marketing with real-time data is a huge opportunity for marketers to make their digital content work better and return better results. But it’s easy to get overloaded by all the possibilities. So I’m going to combine together two standard marketing models: Customer Lifecycle and Customer Journey, and […]

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4 Marketing and eCommerce Trends to Pay Attention To

We all made resolutions going into 2016 – create better content, connect with customers more, so on and so forth. We also had ideas of what direction the marketing and ecommerce industries were headed. Starting the second quarter of the year, how are we coming along? As a curious millennial, I set out to find […]

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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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