The document discusses three essentials for omni-channel commerce: gain insights, engage, and fulfill. It argues that companies need visibility into customer behavior to deliver personalized experiences, align actions to business objectives, and understand cross-channel behavior. It also stresses the importance of engagement through optimized brand experiences across channels and mobile-optimized stores/apps. Finally, it addresses the need for flexible fulfillment options and streamlined order execution to eliminate barriers between channels.

1. Watson Customer Engagement
Gain Insight. Engage. Fulfill.
3 Essentials for
Omni-channel
Commerce
1/19/20173 Essentials for Omni-channel Commerce1

2. Watson Customer Engagement
v
The Goal2
The pace of
commerce is
ever accelerating…
so how can
companies
1/19/2017
Anticipate trends?
Stay ahead of competitors?
Exceed customer expectations?

3. Watson Customer Engagement 1/19/2017The Essentials3
The Essentials
Gain Insights Engage Fulfill

4. Watson Customer Engagement 1/19/2017Momentology Study, Patrick Hong, 20144
Visibility
into your customer’s
behavior and preferences to
deliver a personalized
shopping experience.
Align
behavioral-based actions
to your business objectives.
Understand
cross-channel
behavior & intent to
anticipate trends & behavior.
Maintain
an evolving, ongoing dialogue
with customers over time.
70%
of consumers want more personalized
shopping experiences.
Gain Insights

5. Watson Customer Engagement 1/19/2017
IBM IBV Study, 2014
„Greater Expectations, Consumers are asking for tomorrow, today.“5
Create
and manage brand
experiences optimized for
each shopping channel.
Engage
shoppers in context
with location-based services
and mobile notifications.
Deliver
content and offers
optimized for mobile devices.
Deepen
customer engagement
with mobile-optimized
stores and apps.
Engage
83%
of consumers are more likely to do
business with brands that allow them to
control where, when and how they interact.

6. Watson Customer Engagement 1/19/20176
Leverage
your store network to help
customers with flexible
fulfillment options across all
channels.
60%
of shoppers say being able to see whether or
not an item is in stock before going to the
store is important in the selection of a retailer.
Eliminate
channel barriers to better
utilize inventory and serve
customers.
Fulfill
Establish
best fulfillment options
by linking inventory with
demand to pinpoint the
delivery window.
Streamline
Execution with a single view
of all orders and inventory
across the entire fulfillment
network.
IBM IBV Study, 2014
„Greater Expectations, Consumers are asking for tomorrow, today.“

7. Watson Customer Engagement
v
The Answer7
The Answer
IBM’s Omni-channel
Commerce Solutions
enable your business to:
1/19/2017
Drive the customer experience
with flexible fulfillment and order
orchestration.
Develop a better understanding
of customer behavior and intent.
Deliver mobile-optimized
experience and content.

8. Watson Customer Engagement
Watch the demo
Can you seamlessly deliver
the ultimate commerce
experience across all channels?
1/19/2017Watch the demo8