IBM Customer Engagement Solutions

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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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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Five Reasons You Should Be Mapping Your Customer’s Journey

[Co-authored by Dan Gesser, IBM’s Marketing and Customer Engagement Subject Matter Expert.] A recent study from Gartner suggested that by 2016, 89% of CMOs expect to differentiate on customer experience. There is no denying that in the world of today’s empowered consumer, customer experience is the new battlefield. The problem? Gartner also revealed that only […]

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How to Acquire the Right Customers

Today’s customers are more demanding and empowered than ever before. They are fast-paced and interact with brands across multiple channels. For marketers, this surge in digital interactions has introduced a host of challenges. Organizations should be able to meet customer expectations for a relevant, seamless experience across all channels. Marketers are constantly looking for ways […]

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Behind the scenes: Developing Finish Line’s Winner’s Circle Loyalty App

The following is a guest post by J.M. Huret, a Senior Software Architect at PointSource, an IBM Business Partner.   It’s a problem experienced by businesses everywhere…and PointSource and Finish Line recently partnered together to solve it. Loyalty and rewards programs offer great benefits to customers, but those benefits are not always easily accessible and […]

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Gartner’s Magic Quadrant, Cats, and a “Five-peat” for IBM

There you stand, the lone Marketing manager, out on the range. Just you, your lasso and a herd of cats. You’ve got your trusty steed by your side, but deep down, you know it’s not what you really need to succeed. For marketers, all too often, multichannel marketing can feel like this. Daunting. Complicated. Lacking […]

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Mobily Drives Business Growth and Boosts Average Spending with Personalized Marketing

Founded in 2004 in Riyadh by Etihad Etisalat, Mobily is the second-largest communications company in Saudi Arabia. It offers high-quality voice and data services to more than one million active subscribers, and generates annual revenues equivalent to approximately USD6.7 billion. After winning a 45 percent share of its domestic mobile market in just four years, […]

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