IBM Delivers New Digital Experience Software for BusinessesBy Darryl K. Taft | Posted 2013-07-26 Email Print
IBM announced new Digital Experience software to help businesses interact more effectively with customers, employees and partners.
Performance Bicycle, which operates across 110 stores in 20 states, collaborated with IBM and IBM business partner Sirius to create a digital experience and transform the way it interacts with its clients. Working with IBM, the company launched Performance Learning Center, an online learning site where customers can engage with experts and peers, and get answers to their cycling questions through articles, videos and online chats. Since its launch, the Learning Center has driven significant increases in traffic for Performance and ultimately an increase in sales.
"Working with IBM, we have transformed the digital experience for our customers through a Website that features hundreds of unique content pieces and videos that address the most pressing questions of our customers," Aaron Pickrell, director of online systems at Performance Bicycle, said in a statement. "Thanks to these efforts, we have not only increased both clicks and sales but provided a valuable service to customers looking to learn more about the complicated world of cycling, including tips on buying a child's first bike and how to fine-tune a rear derailleur."
For its part, Omron Europe, a provider of industrial automation products and services, worked with IBM and IBM business partner Portico Consultancy B.V. to create a portal that includes social networking capabilities that enable employees to more easily share knowledge and collaborate with colleagues on issues that can help close deals with key clients. Since going live, it has increased engagement while allowing its team to respond to the needs of customers more quickly.
With the new Digital Experience software, IBM allows companies to deepen engagement, uncover customer sentiment and build loyalty with their desired audience.
According to Morgan Stanley, 90 percent of mobile users keep their devices within arm's reach 100 percent 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.
Meanwhile, digital video consumption continues to rise, and businesses must respond. With IBM's new digital experience software, nontechnical 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.
IBM also delivers out-of-the-box integration with its social business platform, enabling 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, teams can capture the sentiment of customers and employees and take action based on the data to be more responsive to their needs.
Avnet, Genus and Prolifics are among a host of IBM Business Partners working to meet the growing market demand for IBM's new Digital Experience software, helping clients embrace social and commerce transformation in today's digital marketplace.