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Marketers and sellers are finding new ways to sharpen insights with AI and other technologies.

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How extended reality will reshape commerce

By the 2020 holiday shopping season, extended reality (XR) will be shaping a world very different from today’s current commerce experience. The primary reason is a device most of us carry in our pockets: our smartphones.

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From customer experience to enterprise experience

This study explores how the enterprise experience drives the customer experience, and how a “North Star” CX is a guide for doing business.

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AI reality check for customer experience

Learn about perception gaps between customer experience (CX) practitioners and executives regarding artificial intelligence (AI).

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Digital disappointment – why some customers aren’t fans

This fourth report in our customer experience (CX) series explores why many customers are choosing not to embrace companies’ digital CX initiatives.

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More Marketing and Sales, CMO research and insights

Integrating design thinking into an agile workflow

When thoughtfully applied in concert, agile approaches and design thinking can help teams deliver differentiated solutions for higher customer value and growth.

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The modern marketing mandate: The Chief Marketing Officer perspective

Access data and interviews with more than 2,000 CMOs to explore how the CMO role is evolving in response to a challenging, changing landscape.

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Reinventing the call center

Recent improvements in artificial intelligence, machine learning and other cognitive technologies are poised to change everything for call centers.

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Blockchain helps reinvent the customer experience

Blockchains help to build better supply chains and customer relationships.

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From data deluge to intelligent insights

Armed with insights about customers at every touchpoint, cognitive computing may deliver the personalized experiences consumers expect.

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New teams and new rules for customer experience

This third report in the IBM IBV Customer Experience (CX) series explores the deep impact CX reinvention is having on organizations and their employees.

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