Smarter Commerce

Introducing Customer Analytics Solution Patterns to Drive Five Common Business Goals

As online traffic and sales continue to increase, accelerated by the explosion of mobile devices, omni-channel interactions have become the norm. As always, businesses want to acquire the right customers, deliver outstanding customer experiences, understand their customers’ journeys, serve and delight customers and minimize fraud. To do this effectively in 2015 requires a keen understanding […]

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Silverpop Cloud-Based Digital Marketing and Partner Network

Over the past several weeks I’ve started working with Silverpop, a recent acquisition earlier this year in IBM ExperienceOne, to learn about the Silverpop Partner Network and use cases for integration. Silverpop is a cloud-based digital marketing provider that offers email marketing and lead management solutions. By providing deep, behavior-based customer insights and an intuitive […]

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Are You Pricing at the Speed of Now? Learn how at NRF 2015!

The retail landscape has evolved into formidable terrain – with empowered consumers who decide what, where, and how to buy; and with more products, channels and competitors than ever before, the challenge for retailers to determine competitive prices for all products across all channels only increases. Fortunately, managing and coordinating pricing dynamically in an omnichannel […]

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Usability Analysis for Optimized Clicks and Improved Customer Satisfaction

Today’s web and mobile sites are dynamic and ever changing. This can create unknown usability issues that negatively affect how customers perceive and respond to digital content, images and target messages. Organizations need tools that surface actionable insights about customer behavior and intent in order to remove sources of confusion and struggle, and improve customer […]

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What Does ’B2B and B2C Convergence‘ Really Mean?

There has been a lot of discussion around B2B and B2C convergence, but what does that really mean? Is it about the business models converging? I doubt it, because as we all know, there are some very different business needs that are required for B2B customers compared to B2C. One example would be pricing contracts. […]

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Why Procurement Should Lead the Way on Corporate Social Responsibility

What kind of Chief Procurement Officer (CPO) gets a seat at the corporate leadership table? According to the IBM Institute for Business Value (IBV) Chief Procurement Officer (CPO) Study, one of the largest known surveys of procurement leaders, the key attributes of leading procurement organizations are that they are capable, influential and innovative. The study […]

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Customer insight with analytics in the Bluemix Cloud

Recently, I discovered how to take advantage of Big Data & Analytics services available in the Cloud by pairing them with customer profiles, demographics, and behavioral data for customer insight. These services help improve segmentation and customer targeting for marketing and customer engagement solutions. For example, I was able to start working with R language […]

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Are Your Customer Analytics Driving Customer Engagement and Revenue?

Today’s consumers are interacting with brands in more ways than ever, with online, mobile, in-store and call center channels all in the mix. According to IBM’s “Greater Expectations: Consumers are asking for tomorrow, today” report, 81% of consumers are using social, local and mobile technologies to do some combination of browsing, researching and buying products. […]

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New insights into the ever-evolving consumer

The following insights into the latest expectations and behavior of today’s evolving consumer were presented to 100-plus senior retail executives attending the 2014 Shop.org Summit Executive Afternoon, sponsored by IBM. The statistics were drawn from IBM’s Global Consumer Study and Holiday Benchmark Study, as well as, a handful of additional sources. Let’s begin with a […]

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Improve omni-channel campaign segmentation with customer data

Marketers use a range of customer engagement, analytics and social services across customer-facing channels to gain insight into customer behaviors with web and behavior analytics, and to drive customer interactions with rich media or ratings and reviews. These services all can provide a wealth of important customer data marketers can leverage to improve segmentation and […]

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Our ecosystem delivers power to the people

I just attended another IBM ExperienceOne customer forum, this time in hometown New York City. While there, I had the pleasure of meeting once again with the great folks from RiverPoint, one of our awesome IBM Business Partners. Our Business Partners come in all flavors, and the options and support they bring to clients every […]

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CXO in a world of smart devices

Mobile is ubiquitous. People have smart devices with them all of the time and they are using them. Time spent on mobile apps (127 min per day) is challenging time spent on TV (168 mins per day). And people are using their devices in ways that can be turned into advantage for the enterprise — […]

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