By Nick Adams
For today’s customers, online engagement is often the first point of contact with a brand and sometimes their only measure of customer service.
At Telstra, we recognized that as part of our continual customer focus, we needed to establish a two-way digital dialogue with our customers and get better at delivering a seamless, multi-channel experience. We also wanted to meet their changing expectations and speak to them on a more personal level.
To do it, Telstra embarked on a data-driven digital overhaul in 2011. Back then all 1.8 million weekly visitors to the Telstra website were being presented the same digital experience. The discrepancy between online and offline interaction was not acceptable – for us as a company, for our staff and our customers.
Together with IBM, we strengthened our CRM capabilities and developed a first-of-a-kind Enterprise Marketing Suite. The result is a 360 degree view of customer engagement and the capability to deliver targeted, real-time marketing, and ultimately, higher satisfaction levels for our customers. Continue Reading »
By Yolanda Wang
Even in a world where consumers consult multiple online sources for every purchase they make, the store associate remains the most important face of the retail establishment.
With over 70 percent of shoppers making their most recent purchase in a brick-and-mortar store, it makes good sense for retailers to invest in tools that allow their store associates to provide individually-tailored, real-time customer engagement.
Lately, that’s meant simple and intuitive mobile apps that can turn even inexperienced associates into expert advisors equipped with insights drawn from data and analytics, the collective intelligence of the enterprise, the latest market trends, and data specific to each customer.
And that’s just for openers, because retail customers want more savvy associates who can ensure each shopping trip has a successful outcome. According to IBM’s recent retail study, the number of consumers who consider it important for an associate to solve an out-of-stock problem via a mobile device increased from 41 to 46 percent in the past year. Continue Reading »
By Ratnakar Lavu
Kohl’s has put its stake in the ground with a new goal to be the most engaging retailer in America. Technology and analytics are a major part of reaching this goal.
Since the first Kohl’s store opened in 1962, so much has changed in the retail industry. Digital and mobile technologies are transforming the business landscape in key ways – blurring the line between physical and digital space and changing the way people and businesses interact.
Companies need to constantly redefine and innovate their strategy to keep up with the pace of change and this is especially true for retailers. At Kohl’s, we are constantly listening to our customers for insights into how we can best serve them. Continue Reading »
One of our young inventors grew up in a small town in rural South Carolina; another came from Bangladesh; and a third got hooked on computers at age seven in Haifa, Israel. What these three have in common is their youthful optimism and their dedication to one of IBM’s core values: innovation that matters for our company and the world.
This is no empty slogan: Today, IBM announced that it received a record 7,534 US patents in 2014, marking the 22nd consecutive year that the company topped the list of US patent recipients. Amazingly, on average, we receive more than one new US patent for every hour of every work day.
Hidden behind the raw statistics is an exciting insight: IBM’s young scientists, software programmers and engineers are making important contributions to the company’s innovation achievements. (Thoughts? Tweet to #patent, #invent.)
Continue Reading »
By Chris Poulin
Cars are headed to the cloud. The hottest trend right now in the auto industry is the connected car. And the cloud, with its massive storage, processing, and analytical heft, will power this shift to wired cars. In fact, the auto industry is one of many industries that are working on making their business secure in the cloud.
The momentum behind the connected car is unstoppable. We’ve already seen how cars networked to auto makers’ safety and assistance services help to save lives. In addition to linking with smart devices, we are now seeing cars that can swap signals from sensors in traffic lights, buses, and signs along the road to warn of accidents and cut congestion. Continue Reading »
By Ernie Hu
For farmers who lack convenient, reliable access to in-person or Internet-based services, mobile is giving them the power to do everything from staying connected to increasing crop production.
Such mobile access is becoming especially important in countries like China that have vast rural populations and whose economic stability is directly linked to investments in agriculture. Recent reports show that approximately 596 million tons of crops will be needed to feed China’s population, which is predicted to reach 1.4 billion by 2023. Continue Reading »
By Steve Hamm, IBM Writer
Nader Iskander, the founder and CEO of EME International, in Cairo, Egypt, isn’t afraid to make a bold bet on a big idea. Way back in 2004, he created a company to develop innovative enterprise mobility solutions across the region. Today, mobile is taking off in Egypt.
And now Iskander is expanding to what he believes will be the next big thing in the region: cloud computing. . “We like to be innovators; first movers,” says Iskander. “There’s huge potential in the cloud to improve our customers’ productivity and profitability.” Already, EME has made a major sale of cloud-based software–to a major Egyptian automobile company.
EME International was among the first 20 Egyptian software makers to complete a cloud computing development program designed by Egypt’s Information Technology Industry Development Agency and IBM.
By Bridget van Kralingen
A recent survey of cable customers showed that the industry’s brand vulnerability rates running 50% to 70% higher than other consumer-facing industries. On top of that, more than half of those surveyed said they would switch providers if they had a choice.
But what if a cable or telecom provider could transform the quality, efficiency and the nature of the technical service interaction — polishing their brands, earning new customer loyalty and, at the same time, improving the job satisfaction of their employees? Continue Reading »
We all knew it was coming eventually and IBM predicted it would happen this year as it indeed did – more Thanksgiving shoppers turned to their mobile devices than their desktops to browse through all of the Thanksgiving deals.
Specifically, from IBM Digital Analytics Benchmark we saw 52.1 percent of traffic on Thanksgiving coming from mobile devices, a 22 percent jump from last year. Even more incredibly, if you go back to 2010 only 6.5 percent of traffic came from mobile. That is an eight-fold increase in traffic over only four years.
With regard to sales, mobile devices accounted for 32.3 percent, which percentage-wise was an even greater year-over-year increase at 25.4 percent than the observed increase in mobile traffic. Continue Reading »
By Ramin Eivaz
If you think back to the best gift you ever received during the holidays, I’ll bet for most of you it’s not just the most expensive present or the one that came in the biggest box. No, the best gifts usually come from people that really know you and put a lot of thought into personalizing that gift just for you.
At HSN, we feel the same way, and it serves as a motivating force that guides how we engage with our customers during this important time of year. We believe we know our customers better than any other retailer in the market, and that connection and intimacy we share with them really shines during the holidays. It’s much more than just providing our customers the best products at the best value – it’s about offering the products that are just right for each and every customer.
But with millions of loyal customers, we can’t just mass market our holiday offerings to them by making an email list and checking it twice. Those one-size-fits-all techniques are long gone and are about as welcome by our customers as a holiday fruitcake. Today retailers need to be able to deliver the right offer at just the right time, and for HSN, we need to do this on a massive scale across all platforms – from television to mobile devices. Continue Reading »