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Customer Experience with IBM z Systems

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The technology choices you make impact your customers. To deliver the best customer experience, you need to make the right technology choices for software and hardware. IBM z Systems can handle the mobile generation with sub-second response time, covering millions of transactions per day. Download this report to learn how to boost customer perceptions and your bottom line.

For more information, visit: www.ibm.com/systems/z/

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Customer Experience with IBM z Systems

  1. 1. CX insights IBM z Systems This is the age of the customer
  2. 2. CX insights IBM z Systems Better customer experience (CX) leads to competitive advantage and business growth. Learn how to boost customer perceptions and your bottom line. This is the age of the customer
  3. 3. CX insights IBM z Systems Your customers want offerings that are relevant to who they are, where they are and what they care about – Fast responses – Consistent availability – In-the-moment messaging – Individual treatment – Security
  4. 4. CX insights IBM z Systems We’re investing in mobile technologies specifically to create individualized, tailored experiences based on each customer’s situation or anticipated needs.” Mike Frueh, Director of VA Home Loan Program, U.S. Department of Veterans Affairs, United States “
  5. 5. CX insights IBM z Systems Your CX is only as good as your customers perceive it to be Once they feel you understand their needs, they trust you enough to: – Buy more – Stay loyal – Recommend you
  6. 6. CX insights IBM z Systems CX leaders showed a cumulative 43% increase in performance over a six-year period CX stragglers saw a 34% decrease over the same period The best-performing companies are those that unfailingly delight their customers Invest in improving your customers’ perceptions, and your bottom line can only go up.
  7. 7. CX insights IBM z Systems Fail to delight your customers, and they may not come back Just to survive, you need to keep increasing the quality of the CX you provide. To be disruptive, your CX needs to be consistently unforgettable. 89% of customers walk away from a company after a single episode of poor CX
  8. 8. CX insights IBM z Systems Technology choices impact CX With the right technology, you can: – Understand your customers – Give them relevant and timely offers – Protect their information
  9. 9. CX insights IBM z Systems Customers have high expectations for applications and services To succeed, you have to exceed them. 1second The response time customers expect mobile applications and cloud services to respond within to be competitive 24/7 Customers want applications and services to be available all the time, every time 1 How many data breaches it takes to ruin your customers’ trust 360° With a 360-degree view of your customers, you can deliver them personalized, relevant offers so you’re always meeting their expectations
  10. 10. CX insights IBM z Systems 2.3x better CX As for customer satisfaction, organizations that use z Systems deliver up to 2.3x better CX than those using other service platforms Companies using z Systems have improved their CX CX insights IBM z Systems
  11. 11. CX insights IBM z Systems z Systems benefit CX z Systems can handle the mobile generation with sub-second response time, covering millions of transactions per day. 2.8x faster Applications on IBM z Systems architecture show response times as much as 2.8x faster than those on competitive platforms
  12. 12. CX insights IBM z Systems z Systems help you gain intelligence where your data lives With z Systems’ analytics capabilities, you can pull greater insight and value out of the data you’re already hosting. 45x more consistent IBM z Systems’ consistency of delivery shows less than 3.2% variability compared to 143.2% variability for competitive options 6.4x more available Applications hosted on z Systems are up to 6.4x more available than alternative platforms
  13. 13. CX insights IBM z Systems z Systems are the world’s most trusted platform for data and transactions 0 Zero reported breaches in three years by an international commodities exchange that maintains system uptimes of over 99.9%. 3 In its 50-year history of billions of transactions, the reported number of security incursions on z Systems is three
  14. 14. CX insights IBM z Systems With z Systems, your company’s CX gains a competitive edge
  15. 15. CX insights IBM z Systems In this kind of multi-channel world our customers have a multiplicity of options and how they choose to engage with us.” Mike McNamara, CIO, Tesco “
  16. 16. CX insights IBM z Systems We process over 30 million transactions a day with six one- hundredths of a second response time, enabling an exceptional customer experience. Customers know that when they need our ATM channels, they will be there.” Martin Kennedy, Managing Director, Enterprise Systems and Platforms, CITI “
  17. 17. CX insights IBM z Systems The fact that they can see all of their explanations of benefits and services in one simple place really makes a light bulb go off for our consumers.” Terry O’Neil, Managing Director, General Manager Healthcare Payments, CITI “
  18. 18. CX insights IBM z Systems With the transition to the enterprise LINUX server, our speed and the capacity of what our clinical pharmacy staff can perform are drastically different.” Rose Martin, Director, University of Arizona College of Pharmacy Medication Management Center “
  19. 19. CX insights IBM z Systems We haven’t found anything that can do the kind of transaction activity that we do—up to 3 billion transactions a day, 900 billion a year—with the same level of reliability, security and speed as the mainframe.” Gordon Wilson, President and CEO, Travelport “
  20. 20. CX insights IBM z Systems The platform delivers response times better than anything I have seen over the years…when a channel sends us a request we guarantee to send it back within 30-40 milliseconds.” Jay Prag, CIO, Hogan Channels, First National Bank “
  21. 21. CX insights IBM z Systems With a single customer view, we can personalize our services and products based on the information that we are getting and the total relationship we have.” Dennis Bancod, Senior Executive Vice President, Head of IT and Operations, RCBC “
  22. 22. CX insights IBM z Systems They’ve got to be up, they’ve got to run, they’ve got to be secure, and they got to be trustworthy and all of that comes with the IBM Mainframe.” Jim McCarthy, Senior Vice President, Innovation and Strategic Partnerships, Visa “
  23. 23. CX insights IBM z Systems [z Systems] has a capacity to predict and anticipate certain behaviors. We shall be able to understand our customers.” Dr. Ben Chumo, Managing Director and CEO, Kenya Power “
  24. 24. CX insights IBM z Systems www.ibm.com/systems/data/flash/zsystems/conversationshub/

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