IBM Commerce

“Out of Stock,” out of Luck? Maybe Not

Since the first retailer opened for business, out-of-stocks (OOSs) have been an issue for consumers. But, in recent years, consumers have shown an increasing impatience with inconvenience. And, there are few consumer inconveniences worse than wanting or needing something, being more than willing to pay for it, going to the store, and finding that the […]

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Customer Engagement and Cognitive Technology – What Marketers and Retailers Need to Know

The science behind reaching your customers on their terms isn’t always easy to master. Marketers and retailers need to have a keen understanding of where their audiences are, find unique ways to target them, and be innovative enough to create engaging and memorable experiences. All of these activities require significant time and effort – luxuries […]

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You Had Me At “Goodbye”: Post-Purchase Phase Is Key

Some years ago, I blogged about the importance of the post-purchase brand experience in deepening or undermining the brand relationship that a consumer has with a retailer. I cited a U.S. consumer survey that our Institute for Business Value (IBV) conducted in 2011. The respondents to that survey made it clear that of the 3 […]

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NRF 2017: 5 Commerce Innovations from Retail’s Big Show

It’s always a lot to take in, and this year, NRF 2017 provided more strategic business fodder than ever. At the end of each day, I found myself trying to sort out what I’d heard and seen, processing all the commerce innovations at various stages of maturity in today’s retail landscape. This year, 33,500 attendees […]

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IBM Consumer Expectations Study Insights: Yesterday’s “Good Enough” Is Today’s “Not Even Close”

As many as 10 years ago, consumers were already clear about their expectations for a seamless brand experience across all channels with retailers. [85% percent said they “expected” such a seamless experience, and ­­­­­­­­82% said they expected that experience to be consistent regardless of the number of channels involved.] Last year, we completed our IBM […]

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Implementing AI and Cognitive Technologies as Part of Your Digital Strategy

Traditionally, eCommerce was only used within a retail context. Now, eCommerce applies to virtually all industries; including B2B and B2C companies. With respect to “online commerce,” engagement is all about incorporating journey mapping and real-time interactions. The new norm is “conversational commerce,” a term coined by Forrester as technology that provides guided, contextual, dialogue-based engagement. […]

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Retail Merchandising Strategy: How to Create the Best One Possible

Competition in the retail industry is fierce and fast moving. To grow sales and maintain your edge, you need to make sure you have the right products available, in the right channel, at the right time, for the right price. But finding answers to key retail merchandising and marketing questions isn’t always easy―firms need a […]

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Podcast: Cognitive Solution Empowers Supply Chain Leaders

In this podcast, Rob Allan, program director, offering management for IBM, talks about the new Supply Chain Insights Platform, which is part of IBM Watson Supply Chain. It’s no secret that business expectations have changed and are continuing to evolve. By establishing greater visibility into supply chain data and processes and leveraging fast-emerging cognitive technologies, […]

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Digital Commerce Success in 2017: Out with the Old, in with the New!

For many, the holiday season is a time of reflection, both from a personal and professional standpoint. I won’t get too deep into politics and pop culture, but can’t reflect on 2016 without thinking about the 2016 US presidential election and the Chicago Cub’s finally winning the world series after 108 years. In my professional […]

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Accelerating Adoption of Immediate Payments

A few months ago, I wrote about the pressures on financial institutions to offer immediate payments processing to their customers. “Banks should plan for a real-time everything in the future – more than just a payment type, real-time will underpin everything digital that a bank does,” states Gareth Lodge, senior analyst at Celent.* Understanding the […]

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At CEVA: Operational Excellence Is a Way of Life

From providing high-tech tablets to a simple can of beans, supply chain management is a difficult business and one that gets more complicated each day. Logistics used to be about getting from point A to B. But these days, goods have to pass through a whole alphabet of places on route to their destination. They […]

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Redefining the Customer Experience with Artificial Intelligence

Tis the season… to shop. Holiday spending is expected to increase 10 percent compared with the 2015 holiday season. Perhaps the most significant pump is in digital sales, expected to increase 25 percent. While many consumers cross items off their shopping list from the comfort of their couches, the customer experience still leaves much room […]

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