IBM has announced new Digital Experience software that allows organizations to create customized digital experiences that reinvent the way they engage with their most important
audiences: customers, employees and business partners.
Aligned with IBM’s Smarter Commerce initiative, the new software allows line of business employees from marketing, sales, HR and customer loyalty, to produce, share and distribute
digital content on the fly, to all mobile and social channels — without the need for IT technical skills or outside assistance.
The growth of mobile, online, social media and commerce trends have spawned the rise of the digital consumer which requires businesses to deepen their interactions with individuals and accelerate data driven decisions into functions such as marketing, sales, service and human resources.
Building on these demands, IBM’s Digital Experience software allows CMO’s to provide customers with relevant information and offers that are based on their preferences and can be
published quickly to all digital channels and mobile devices. For example, while at a conference, marketing and event teams can develop professional grade assets that incorporate client interviews, show floor footage, audio and text overlays and in a few simple clicks publish it to the broadest range of social, mobile and online channels.
Executives across the C-Suite acknowledge the need to reorient their businesses and deliver more personalized experiences to become more competitive in a digital economy. In fact,
according to a Forrester survey of customer service professionals, more than 90 percent stated that customer experience is a top strategic priority for their firm.
HR executives can use these same technologies to connect new hires with seasoned employees who can answer questions and share pertinent insights that will improve and accelerate the orientation process.
“The digital era is being driven by the proliferation of mobile and social networks which have transformed the way organizations engage and do business with their key audiences, which
we refer to as Social Business,” said Himanshu Goyal, Country Manager – IBM Collaboration Solutions, IBM India/SA.
“To succeed, companies must look beyond websites to create digital experiences that marry analytics, deeper social engagement, compelling content and design for mobile delivery in order
to engage audiences on their terms and on their time,” added Goyal.
In order to meet these rising demands, CMOs, CHROs and other executives are joining forces with the emergence of the Chief Digital Officer to create comprehensive digital strategies
across all lines of the business including marketing, product development, customer service, human resources and more.
With the new Digital Experience software, IBM allows companies to deepen engagement, uncover customer sentiment and build loyalty with their desired audience. The advanced capabilities include:
·Mobile Experiences: According to Morgan Stanley, 90% of mobile users keep their device within arm’s reach 100% of the time. Using the new software CMOs and their teams can quickly design a single mobile application that can then be viewed on multiple devices to ensure a consistent brand experience as customers move between screens. When combined with IBM’s customer experience technology, e-commerce and customer service professionals can quickly assess the quality of a visitor’s experience and then eliminate the pain points that may spur them to leave the site.
·Analytics and Optimization: Today 84% of businesses are integrating analytics into the digital experience. Through digital analytics capabilities, marketing and customer service professionals
can analyze customer activity on a specific channel, such as a mobile device, or a web page. These unique views can gauge the behavior of customers across all digital channels at any time, identify patterns and then adjust plans based on this insight to out-maneuver the competition.
·Omni Channel Media Creation: Digital video consumption continues to rise and businesses must respond quickly. With new digital experience software, non-technical line of business employees can quickly and easily create compelling video content that can be viewed anywhere including a business’s website, smart phones and tablets as well as social media destinations such as Facebook.
·Social Interaction: IBM delivers out of the box integration with its premier social business platform allowing companies to embed social experiences within the company portal or social
networking sites such as Facebook, LinkedIn and Twitter, so customers and employees can more easily interact with one another. Using social analytics, team can capture the sentiment of customers and employees and take action based on the data to be more responsive to their needs – a critical component for companies as they look to stay ahead of issues and be agile in the marketplace.