There is a new battleground emerging around the future of customer experience, and it's centred around how you make your customers feel, think and act. Emotion is fast becoming the future of customer experience. They may not remember what you showed them or offered them, but they will remember how you made them feel. In the era of Cognitive, marketing becomes less about selling, and more about educating, engaging and advising. Join this session to learn how companies around the world are using cognitive computing shift from selling to engaging customers and guiding them through to purchase.

1. MARKETING IN THE ERA OF COGNITIVE
Katrina Read
Technical Executive
IBM Cognitive Solutions
@katsinsight

2. greatest disruption comes from
customers

3. swipe left

4. last best
experience
minimum
expectation

5. 1 0 1 1 0 0 0 1 0 0 1 1 0 1 Went in to the store
today and found an awesome red jumper. It was
sick! But they didn’t have my size so I walked
away empty handed. Boo! 3425112 29 3 1 4243
0.43 1 0 1 1 0 0 1 $34.52 Bought a new house
today – know any good insurance companies?
I’m looking for the best service – price not a
concern. 1 0 1 1 0 0 52434112 304 USD $254.34
Spent an hour on hold today – not happy Jan.
Might have to make the switch. 1 0 1 1 0 0 1 0 0 1
0 1 1 0 1 0 54364 Love summer sales – bring it on.
?

6. not just personalised
personal

7. emotion
is the future of customer experience

8. MAKING IT PERSONAL

11. terms
timemy

13. ENGAGING THE CUSTOMER

14. cognitive commerce
is the future of work

15. COGNITIVE COMMERCE

16. MARKETING IN THE ERA OF COGNITIVE
if computers can understand me
why can’t you?

17. Katrina Read
Technical Executive
IBM Cognitive Solutions
@katsinsight