customer journey

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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Put an End to Customer Frustration: Let Watson Help

Are your website and other customer channels performing flawlessly – or are your customers struggling? How do you know? Not too long ago, when you wanted a new product, say a vacuum cleaner, that meant driving to a brick-and-mortar store to research. You’d test-drive the product, choose between upright or canister, bagged or unbagged. Maybe […]

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The Future of the Ecommerce Customer Journey

I’ll say right up front, I’m fortunate to be apart of one of the coolest experiences in the world, being a Futurist for IBM. I get to observe companies doing extraordinary things in the ecommerce space and engaging with customers as they move through their journeys. It’s obvious that marketing to consumers is becoming ever […]

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Recommended Read: Optimize Customer Experience with Digital Intelligence

Customers today demand a great experience – myself included. I recently switched my coffee allegiance to Starbucks based purely on the fabulousness of their mobile app. Truth be told, I like the competition’s coffee better. But the Starbucks mobile app is the bomb! They know me. They know where I am. They remember what I […]

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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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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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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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4 Keys to Leveraging Data to Improve Digital Engagement

Companies that are driven by customers and transactions are challenged to incorporate data from a number of different systems to properly attribute behaviors, such as browsing, influence or direct conversion. Digital experiences have dramatically increased the number of ways customers can measurably interact with companies. While this proliferation of data is useful, it is not […]

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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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Flip Your Structure to Drive Business

The retail landscape is shifting to provide the ultimate customer experience. Technology is forcing this issue, and the Internet is providing a more direct relationship with the customer. If you’ve grown up in retail, you won’t be surprised to see technology is moving much faster than anyone can possibly keep up with; and retailers are […]

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Why Design Moments of Serendipity? A Customer’s View of the Customer Journey

There are times when things align by chance to deliver a perfect moment; a moment of serendipity. Then there are moments that appear to happen by chance, but have actually been orchestrated. As marketers, we try to orchestrate serendipitous moments every day. For example, the proverbial “perfect message at the perfect time and place.” We […]

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IBM Universal Behavior Exchange (UBX) Solves Customer Engagement’s Biggest Challenge

Today’s marketer understands that the customer journey occurs across multiple channels and devices, including mobile, desktop and tablet. They know that customers like to research and review products across devices, platforms, and sites and make informed decisions based on previous customer experiences, price, timeliness, and feasibility to purchase. Because of this, marketers struggle to understand […]

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