customer experience

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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Harnessing Qualitative Analytics to Improve Customer Journey

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. Analytics have revolutionized the way companies do business and the way they interact with customers. Big data delivers a wealth of information and organizations that leverage it […]

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Accessibility Analytics: A Hidden Gem Behind Great Customer Experience

Recently, I had the pleasure of hosting a usability analytics panel at IBM Amplify that included three panelists with deep knowledge in the customer experience space. Each speaker shared their background and brought unique perspectives on how brands must take customer experience by the horns before it’s too late. Gartner defines customer experience as the […]

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We’re about to Shake Things up in the World of Customer Experience Analytics

IBM Amplify 2016 kicks off today. I’m always excited about this event – it’s a great opportunity to meet with marketing and ecommerce leaders and to hear how we can help them understand their customers. But this year is special. We have groundbreaking announcements slated, starting tomorrow, that are going to help you really see […]

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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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The Building Blocks of Mobile Strategy

In the first episode of Above the Clutter with Pete Krainik, Trish Mueller, SVP and CMO of The Home Depot, shared their mobile app that literally elicited a “holy moly” from host Pete Krainik. The voice activated app not only provides product information but it also has a 3D interactive map of the store with […]

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Flavoring the Customer Experience Across Digital Channels

A college student who loves coffee goes to his favorite coffee shop in Rome. He is about to place his usual order when he sees that they are offering a new bean from Columbia. He orders the new coffee and loves it! As he sits down with his drink, he powers up his laptop to […]

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