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Optimize the customer journey to
deliver superior customer experiences
and better results
© Copyright IBM Corporation 2015...
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Optimizing the Customer Journey

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Today’s typical digital consumer is engaged, empowered,
owns four devices and consumes 60 hours of digital
content per week.1 Your customers can now access your
brand anytime from anywhere.

Published in: Marketing
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Optimizing the Customer Journey

  1. 1. Optimize the customer journey to deliver superior customer experiences and better results © Copyright IBM Corporation 2015. IBM, the IBM logo and ibm.com are trademarks of International Business Machines Corp., registered in many jurisdictions worldwide. Other product and service names might be trademarks of IBM or other companies. A current list of IBM trademarks is available on the Web at “Copyright and trademark information” at www.ibm.com/legal/copytrade.shtml. 1 Nielsen, The Digital Consumer, February 2014. http://www.nielsen.com/content/dam/corporate/us/en/reports-downloads/2014%20Reports/the-digital-consumer-report-feb-2014.pdf 2 McKinsey and Company, Customer Journey Analytics and Big Data, April 2013. http://www.slideshare.net/McK_CMSOForum/customer-journey-analytics-and-big-data Today’s typical digital consumer is engaged, empowered, owns four devices and consumes 60 hours of digital content per week.1 Your customers can now access your brand anytime from anywhere. So, it’s no surprise that the majority of customer interactions now happen during multi-event, multi- channel journeys.2 This increased contact provides unprecedented opportunities to connect on a personal level with your customers, but it also presents many more opportunities to disappoint. Companies need to understand how customers interact with their brand across the multitude of interactions regardless of channel, so they can deliver consistent and exceptional customer experiences. With the right solutions in place to optimize the customer journey, you can successfully: • Support multi-channel customer journeys • Increase customer loyalty and repeat purchases • Understand customers in the context of complete relationships • Maximize customer profitability through up-sell and cross-sell • Minimize churn with optimized engagement and offers • Maximize revenue in the moment Having a solution that provides a common view of customers over time and across devices will enable your company to develop superior customer experiences and creative interactions at just the right time in the journeys of your customers. You will be able to learn from the paths your top customers take to know which channels are most valuable to use and, just as importantly, when it’s the best time to use them to make a true impact. You need solutions that will not only provide lifecycle and journey analysis, but will also allow you to quickly take action, in the moment, on what is learned. Learn what’s possible by exploring IBM’s customer lifecycle products, designed specifically to provide insight and help you take action based around key milestone events taking place over time and across devices. IBM® Journey Analytics is designed to help business users visualize key events throughout customer journeys regardless of channel. Perhaps most importantly, insights gained from these solutions can be quickly turned into meaningful action, at just the right moment, using solutions like IBM’s Silverpop® . Learn more at ibm.com/customer-analytics 56% of customer interactions happen during a multi-event, multi-channel journey. 0 20 40 60 80 100 2 UVF12370-USEN-00

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