Unifying customer engagement practices with IBM ExperienceOne

  • Integrated portfolio of cloud and on-premise offerings for customer engagement
  • Helps organisations bring together marketing, sales and services practices
Unifying customer engagement practices with IBM ExperienceOne

IBM has announced IBM ExperienceOne, a new integrated portfolio of cloud-based and on-premise offerings that it said helps clients quickly deliver deeper, more valuable customer engagements by bringing together marketing, sales and service practices.

According to IBM’s recent survey of nearly 4,200 C-suite leaders, more than half are reinventing their organisations to drive greater customer collaboration, the company said in a statement.
The study showed companies that outperform peers are focused on delivering customer value through each interaction, including those with downstream partners and suppliers. This deeper engagement is a universal ambition with 90% of CxOs expecting to increase customer collaboration.

Built on best practices working with more than 8,000 organisations worldwide, IBM ExperienceOne delivers a set of pre-defined engagement solutions delivered with IBM consulting services and powered by its WebSphere Commerce, Customer Digital Experience and Enterprise Marketing Management software.
IBM ExperienceOne is now available at www.ibm.com/ExperienceOne, the company announced at its Smarter Commerce Global Summit in Tampa, Florida.

“Smarter Commerce is about helping clients continuously reinvent themselves around the customer experience,” said Craig Hayman, general manager, Industry Cloud Solutions.
“IBM ExperienceOne provides a secure and simplified portfolio – including innovation from more than 1,200 partners – to help clients design and deliver more valuable customer engagements.
“With cloud, on-premise and hybrid options, IBM ExperienceOne quickly scales to engage every customer in the moment while protecting their privacy,” he claimed.

IBM ExperienceOne draws on innovation from IBM research as well as more than US$3 billion invested in organic development and acquisitions such as Sterling Commerce, Tealeaf, Coremetrics, Unica, DemandTec, Xtify and most recently Silverpop, a provider of cloud-based personalised marketing solutions.
It is delivered with market-leading consulting, agency and system integration services from the IBM Interactive Experience practice, as well as the company’s US$100 million investment to open 10 IBM Interactive Experience labs and add 1,000 employees to help clients deepen engagement through data-driven design.

IBM also added new and enhanced software capabilities that support three of the new engagement solution sets:

  • Understand your customers:  IBM’s newly integrated Digital, Behavioral, Social Media and Predictive Customer analytics offering to help clients identify real-time trends based on internal and external customer data. It features new mobile analytics that can replay individual user sessions on both Android and iOS device apps, enabling marketers and commerce professionals to pinpoint the exact moment when a customer decided to browse, buy or abandon a transaction.
  • Maximise sales, profit and loyalty: This solution set helps clients quickly act on insights and maximise customer value using IBM's enhanced omni-channel merchandising capabilities. It enables merchandising professionals to automate price optimisation, maintain real-time transparency and competitive pricing across all physical and digital channels to deliver the right offer to the right customer at the right time.
  • Deliver empowering digital experiences: As the gateway to each customer touch point, this solution set is supported by enhancements to IBM’s customer digital experience software. Marketing, sales and service professionals now can more easily leverage dynamic customer, pricing and performance analytics by embedding real-time offers into their mobile, social and rich media experiences.

IBM also introduced three new cloud business solutions to give clients more flexibility in how they buy and deploy IBM ExperienceOne. These solutions combine consulting services, IBM ExperienceOne software and cloud infrastructure powered by SoftLayer, an IBM company.
They include are Customer Data as a Service, Customer Analytics as a Service, and Digital Commerce as a Service.
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